Zach became angry when Mike confronted him about not paying bills for their restaurant, Beauty &
the Bistro.
"I didn't pay the bills because I'm too busy managing the staff!" he exclaimed. "I told you a year ago
that we were growing too fast. We hire new kitchen and wait staff every month to keep up with
customers, and I'm swamped training them and arranging schedules. I hardly get a chance to sleep,
let alone pay bills!"
Zach's reaction surprised Mike. "Woah, hold on," Mike said, hoping to make sure he understood
Zach's position before they moved on. "You're saying that because we've grown so fast, managing
the staff has become such a big job that it leaves no time for you to deal with bills. Is that right?"
After Mike clarified Zach's position and showed that he understood, Zach calmed down. "Yes!
Thank you for getting the message finally!"
Because Mike responded to Zach using active listening techniques, the conflict de-escalated.
Which of the following is an example of an active listening skill?
A. Suspending Judgement
B. Offering Agreements
C. Providing Criticism
D. Evaluating the statement