National Testing Network (NTN) FrontLine National Police Test

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You encounter an individual who is verbally upset and agitated due to a parking ticket they believe was issued unfairly. Which of the following actions best demonstrates the use of active listening as a de-escalation technique?

Immediately explaining the legal statutes that justify the ticket. Repeating their concerns back to them, such as saying, "So what I'm hearing is you feel this ticket is unfair because the sign was not visible." Interrupting the person to tell them to calm down before you will discuss it. Telling them that you cannot change the ticket and they must follow the appeals process on the back.

Correct Answer:

Repeating their concerns back to them, such as saying, "So what I'm hearing is you feel this ticket is unfair because the sign was not visible."

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