What is the third key topic in Resolve?

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

Answer: (B)

In Resolve, showing empathy by acknowledging the member’s experience and offering an apology when appropriate is essential. This step validates how they feel and signals that you take their concern seriously, which helps reduce defensiveness and opens the path to a constructive resolution. It’s not just about saying you heard them; it’s about naming the impact of the issue and expressing remorse for the trouble caused. This builds trust and sets a respectful, collaborative tone for solving the problem together.

Repeating back what you’ve heard is a strong listening technique that confirms understanding, and partnering to find a solution is important for practical resolution. However, the explicit act of acknowledging the impact and apologizing is the most effective move at this stage because it directly communicates empathy and accountability, helping the member feel heard and valued as the process moves forward.