Which statement best describes the purpose of 'I' messages on a call?

Which statement best describes the purpose of 'I' messages on a call?

• A. Tell your caller how their actions are making you feel
• B. Blame the caller
• C. Interrupt
• D. End the call

Answer: (A)

Using I messages keeps the focus on your own feelings and the specific behavior you’re reacting to, instead of accusing the caller. This helps reduce defensiveness and keeps the conversation productive, which is essential in call-taking where clear cooperation is needed. By framing what you’re experiencing and what you need, you invite the caller to adjust their behavior and continue the interaction calmly. For example, saying, “I feel confused when I can’t hear you clearly; please slow down,” communicates your state and a concrete request without blaming the caller. That approach is more effective than blaming someone, interrupting, or ending the call, which tend to shut down communication rather than resolve the issue.

Using I messages keeps the focus on your own feelings and the specific behavior you’re reacting to, instead of accusing the caller. This helps reduce defensiveness and keeps the conversation productive, which is essential in call-taking where clear cooperation is needed. By framing what you’re experiencing and what you need, you invite the caller to adjust their behavior and continue the interaction calmly. For example, saying, “I feel confused when I can’t hear you clearly; please slow down,” communicates your state and a concrete request without blaming the caller. That approach is more effective than blaming someone, interrupting, or ending the call, which tend to shut down communication rather than resolve the issue.