Active listening skills are especially helpful on relay systems. Since communication travels through a third person, you may find that some situations or emotions remain unclear. Active listening, the skill of restating the feeling and content of what the speaker has communicated in a way that demonstrates understanding and acceptance, can overcome this challenge. A Leader can mirror details back to the mother to make sure she has understood correctly. Or, the mother can be asked to repeat the suggestions that have been made in order to see if they have been communicated clearly.
All calls are confidential and it is possible to request a female operator.
This is a valuable option since a woman may be more familiar with the subject matter. If this alternative is requested, the operator will let you know. If a Leader needs to call a mother back with more information, she should get both the mother's telephone number and the number for the relay system. To call a mother back, call the relay system first so that a three-way call can be set up. Leaders who subscribe to an interactive computer service may want to inquire about whether the mother has such equipment available.