Supervision in the Hospitality Industry- AHLEI Practice Test

A frustrated employee says to you, "No one ever helps! I always get stuck with the jobs nobody else wants. Why do people take advantage of me all the time?" You respond by saying, "You feel that work assignments aren't fair?" Which active listening technique best describes your response?

1. A. Focusing

2. B. Self-disclosure

3. C. Mirroring

4. D. Paraphrasing

The correct answer is: D. Paraphrasing

The response provided demonstrates paraphrasing, which is an essential active listening technique. By restating the employee's concern—"You feel that work assignments aren't fair?"—you are reflecting back their thoughts and emotions, helping to clarify and validate their feelings. Paraphrasing shows that you are engaged and that you understand the essence of what the employee is expressing, which can help to foster a supportive dialogue. This technique encourages further discussion, allowing the employee to expand on their feelings and potentially identify possible solutions to their frustrations. It conveys that you are listening attentively and value their perspective, which is critical in a supervisory role in the hospitality industry, where effective communication and employee morale are crucial for creating a positive work environment.