Does active listening involve being completely quiet while the customer is talking to indicate that you are listening?

Active listening is a communication technique that goes beyond merely staying silent while someone speaks. It involves engaging with the speaker in a way that demonstrates understanding and attentiveness. While being quiet is one aspect of active listening, it is equally important to provide feedback, ask clarifying questions, and acknowledge what the speaker is saying. This interaction creates a rapport and ensures that the speaker feels heard and valued.

Merely being quiet does not guarantee that the listener is fully engaged or comprehending the information being shared. Active listening requires a conscious effort to interpret the speaker's words, emotions, and non-verbal cues, which can include nodding, maintaining eye contact, and even paraphrasing what has been discussed to confirm understanding. Therefore, stating that active listening involves being completely quiet is inaccurate. Active listening is about creating a dialogue that fosters better communication and understanding.