1. How does Linda define active listening? active listening involves giving the other person our undivided attention so that we hear and understand everything they're saying. 2. Why is active listening important? It builds rapport and prevents miscommunication 3. Why are verbal cues so important on the phone? There are no visual cues on the phone, so verbal cues are an important way of indicating you are listening. 4. What other things can we do on the phone to show that we are listening actively? We can square square square and square what the person has said. restate paraphrase ask questions use vocalizations