This topic contains a solution. Click here to go to the answer
« previous next »

Author Question: Constructing messages saying no to emotionally involved receivers is a challenging communication ... (Read 198 times)

TVarnum

  • Hero Member
  • *****
  • Posts: 548
on: Jun 23, 2018
Constructing messages saying no to emotionally involved receivers is a challenging communication task. Which of the following is the best advice for this task?
 A) Use the refusal-before-reason pattern to present the information artfully.
 B) Place blame where blame is due, including on the customer if he or she is responsible.
 C) Avoid offering resale information because it may weaken customer confidence.
 D) Use neutral, objective language to explain the reason the claim is refused.

Question 2

Kenesha must respond to a negative comment written by a customer on Twitter. What advice should she follow?
 A) Investigate the situation thoroughly before responding.
 B) Admit that her company errored if the complaint is legitimate and try to remedy the problem.
 C) Suggest a refund or a discount on future services.
 D) Kenesha should follow all these tips.


Related Topics

Need homework help now?

Ask unlimited questions for free

Ask a Question
Marked as best answer by a Subject Expert

hanadaa

  • Sr. Member
  • ****
  • Posts: 339
Reply #1 on: Jun 23, 2018
Answer to Question 1

D

Answer to Question 2

D


TVarnum

  • Member
  • Posts: 548
Reply 2 on: Jun 23, 2018
Excellent

marict

  • Member
  • Posts: 304
Reply 3 on: Yesterday
Thanks for the timely response, appreciate it

« previous next »
 

Did you know?

As the western states of America were settled, pioneers often had to drink rancid water from ponds and other sources. This often resulted in chronic diarrhea, causing many cases of dehydration and death that could have been avoided if clean water had been available.

Did you know?

About 80% of major fungal systemic infections are due to Candida albicans. Another form, Candida peritonitis, occurs most often in postoperative patients. A rare disease, Candida meningitis, may follow leukemia, kidney transplant, other immunosuppressed factors, or when suffering from Candida septicemia.

Did you know?

In ancient Rome, many of the richer people in the population had lead-induced gout. The reason for this is unclear. Lead poisoning has also been linked to madness.

Did you know?

Fewer than 10% of babies are born on their exact due dates, 50% are born within 1 week of the due date, and 90% are born within 2 weeks of the date.

Did you know?

Approximately 15–25% of recognized pregnancies end in miscarriage. However, many miscarriages often occur before a woman even knows she is pregnant.

Brain scans showing the white-matter pathways involved in everyday learning: Brain scans showing the white-matter pathways involved in everyday learning:
Communication throughout the nursing process Communication throughout the nursing process
Nonverbal communications convey strong, powerful messages that may be negative or positive. Nonverbal communications convey strong, powerful messages that may be negative or positive.
Metabolic pathways involved in lipolysis, the breakdown of fats (triglycerides) for energy. Metabolic pathways involved in lipolysis, the breakdown of fats (triglycerides) for energy.
The processes involved in urine formation. The processes involved in urine formation.
Several parts of the brain are involved in the interpretation of stress and responses on the part of Several parts of the brain are involved in the interpretation of stress and responses on the part of
Video: Sigmoidoscopy

For a complete list of videos, visit our video library