Which action aligns with 'Listen to our members'?

• A. Speak quickly and end calls.
• B. Only listen if asked a question.
• C. Listen with intent, have empathy, own member issues, resolve member problems.
• D. Focus on administrative tasks during conversations.

Answer: (C)

Listening to our members means engaging in active listening that seeks to understand, shows empathy, takes ownership of issues, and works to resolve problems. The best choice captures all of that: listen with intent, demonstrate empathy, own the member’s issue, and actively work toward a resolution. This approach builds trust because the member feels heard, valued, and supported.

Other approaches fall short because they shift the focus away from the member’s needs: speaking quickly and ending the call signals disengagement; only listening if a question is asked implies passivity; and concentrating on administrative tasks during the conversation pulls attention away from the member, eroding trust and responsiveness.