What is the first step in the behavior change stairway?

The first step in the behavior change stairway is active listening skills. This foundational skill involves fully concentrating, understanding, responding, and remembering what the other person is saying. By employing active listening, a dispatcher or communicator can effectively create a safe and supportive environment that encourages openness and trust. It allows the individual to feel heard and valued, which is crucial in de-escalating situations and understanding the concerns or emotions behind behaviors. This step sets the groundwork for building empathy and establishing a connection that can lead to more significant behavioral changes.

The other choices represent subsequent skills or outcomes that depend on the effective use of active listening. Empathy enriches the communication process after active listening has been established, while influence and behavior change are the results of these foundational interactions. Thus, starting with active listening is essential for any successful behavior change approach.