What action demonstrates active listening to a citizen's concern?

Taking notes to document a citizen's complaint is a clear demonstration of active listening because it shows that you are engaged and truly interested in what the individual is saying. This action indicates that you value their input and are making an effort to understand and remember the details of their concern. By writing down their comments, you also signal to the citizen that their issue is important and warrants your attention, encouraging them to express their thoughts more fully.

Maintaining eye contact, while essential for effective communication, is more about non-verbal cues that convey attention and respect, rather than an active step in processing information. Nodding in agreement can indicate that you are following the conversation, but it does not necessarily confirm that you are understanding or retaining the information. Providing immediate solutions might reflect a proactive approach, but it could skip over the critical step of understanding the full context of the citizen's concern, which is foundational for effective problem-solving.