Take your time
Take your time to listen to the information someone is giving you rather in person or over the phone. You don't want to miss out on what someone is telling because you will not be able to help them unless you hear the whole story or matter.
A few effective ways to prove that you are listening is to repeat what the student(s) has said or by following up with action. For example, if the student was having trouble communicating with their instructor and approached someone in administration to help them, it would be nice for administration to speak to the instructor or place the student in another class if possible.
Let me know if this is accurate or if you would do something differently.
Yes it is important to take your time when someone is giving you information because you want to get all the facts and like you said you don't want to miss out on what someone is trying to say. We have two ears and one mouth and should use them in that proportion.
It looks like you recognize the importance of active listening, especially on the phone. How do your students know when you are actively listening when they can't see you?
