Can't You Just See It?

As a catalist, let's overlay it. When the staff member called you and shared with you what had happened, how else could you have responded? Without any kind of defence, i could have responded and said that, i'm so sorry that you experienced that. How would you like to address it? Ye, what difference do you think that would make? It lets her tell me how she needs this deals with, instead of me assuming the right way to do it  and taking the response ability for addressing it. Can't you just see it? Like, i have this vision of you holding both sides of the yes, yes, exactly.