What is the first key topic for Resolve?

• A. Acknowledge or apologize
• B. Repeat back what you've heard
• C. Partner and collaborate
• D. Leave the member feeling valued

Answer: (B)

Repeating back what you've heard is the first key topic in Resolve. This step uses active listening to confirm you’ve understood the member’s issue correctly before moving forward. Paraphrasing what they’ve said shows you’re truly listening, reduces the chance of miscommunication, and builds trust so the conversation can proceed productively. It also helps surface the exact problem and the member’s needs, so you know what to address next. For example, you might respond, “So what I’m hearing is you’re frustrated because the late report caused you to miss your deadline—correct?” Other actions like acknowledging or apologizing, collaborating, or ensuring the member feels valued are important too, but they flow from a clear, accurate understanding established first through restating what you’ve heard.