Cala is in charge of the payroll at her job, and she received a call from the bank that there was a glitch with the paychecks. She knows that as soon as the rest of the employees find out they are going to be understandably upset and that she will need to make sure to explain the glitch. What technique should Cala use when listening to her coworkers’ concerns?

communication skills

active listening

conflict resolution

non-verbal communication