"Most of the time that an employee calls the Benefits department, they are either confused or upset. And when you are talking with a frustrated or angry person, it is important to make them feel heard and respected. When speaking with someone on the phone, I give them time to explain their reason for calling without interrupting or cutting them short. I also repeat what they have said to make sure I've understood correctly and use phrases that let them know I am on their side such as "yes, it is confusing" or "yes, I would be frustrated, too." It is important the employee feels they can trust me and that I am on their side, especially if I am not able to give them the answer they want to hear. By showing empathy for their situation and not judging them, the employee feels I am someone who will support and help them."

Tell the interviewer what your active listening approach is. You also want to mention the steps you take to better understand the employee's questions or concerns, such as asking discovery questions and being empathetic.