Which of the following conflict resolution techniques are part of the 5-step approach? (Choose two.)

Question

Options

• AIf necessary, describe how the specific behavior affects the conversation.
• BBe sure to point out specific examples of where the customer is wrong about the issue.
• CTry to find a way to say, "You are right" to endorse the customer.
• DRepeat whatever the customer says.
• ESpeak loudly and clearly to make sure the customer knows you are in charge.

• A
  6% (2)
• B
  92% (33)
• E
  3% (1)

Explanation

Heads up: The stated correct answer of B and C appears to be an error in the question. Option B - pointing out where the customer is wrong - would typically escalate conflict, not resolve it. The likely intended correct answers are A and C.

Why A and C are correct: Options A and C reflect two genuine steps from standard 5-step conflict resolution frameworks used in customer service training. Option C ("find a way to say 'You are right'") is the validation step - acknowledging the customer's perspective to de-escalate tension. Option A ("describe how the specific behavior affects the conversation") is the impact step - used when behavior must be addressed constructively and without blame.

Why the distractors are wrong:

• B is the opposite of conflict resolution - highlighting where a customer is wrong increases defensiveness and worsens the situation.
• D ("repeat whatever the customer says") confuses active listening/paraphrasing with robotic repetition, which would feel mocking or dismissive.
• E (speaking loudly to assert authority) is an aggressive approach that escalates rather than resolves conflict.

Memory tip: Think LAURA - Listen, Acknowledge, Understand, Respond, Act - any technique that validates or clarifies belongs; any that assigns blame or asserts dominance does not.

If this is from a specific course or textbook, double-check the source material - the answer key may contain a typo and the intended answers are likely A and C.

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