What technique involves staying focused and responding to a caller's message by asking questions?

The technique that involves staying focused and responding to a caller's message by asking questions is known as active listening. This approach requires the telecommunicator to fully immerse themselves in the conversation, demonstrating attentiveness and understanding. By asking clarifying questions, the telecommunicator can confirm their understanding of the caller's concerns, ensuring that they capture all relevant details and providing support effectively.

Active listening fosters a positive interaction, allowing the caller to feel heard and valued. It helps to build rapport and trust, which is essential in emergency and non-emergency situations. This technique goes beyond simply hearing the words spoken; it involves interpreting the meaning and emotions behind those words, which is crucial when managing sensitive situations.

The other options do not convey the same depth of engagement. For instance, active observing focuses more on visual cues rather than verbal interaction. Reflective speaking involves paraphrasing or summarizing what the caller has said, rather than actively engaging through questions. Passive hearing implies a lack of engagement where the telecommunicator is merely receiving information without any active participation or affirmation of understanding. Thus, active listening clearly stands out as the method that emphasizes a responsive and engaging dialogue with the caller.