To avoid being accused of defamation, you should A) refuse to ...

[Kthamas]

To avoid being accused of defamation, you should
 
  A) refuse to communicate with unhappy clients.
  B) make it clear to disgruntled customers that you refuse to be intimidated.
  C) avoid any kind of behavior that could be considered abusive.
  D) frequently refer to company policy.
  E) frequently use hedge words such as company policy and appears.

Question 2

Your communication goals should include ________ if you're sending bad news about transactions.
 
  A) modifying the customer's expectations
  B) changing your plan for resolving the situation
  C) ignoring any damage to the business relationship
  D) pinpointing what the customer did wrong
  E) refusing to acknowledge the customers concerns

[jliusyl]

Answer to Question 1

Answer: C
Explanation: C) From time to time, you will be involved in situations in which you just want to tell the other person off. Outrageous things may happen, and people will try your patience, but no matter what you must never give in to temptation and call a person names or speak abusively. That opens both you and your company up to being accused of defamation.

Answer to Question 2

Answer: A
Explanation: A) When you send bad news about transactions, you have three goals: modify the customer's expectations, explain how you plan to fix the problem, and repair whatever damage has been done to the business relationship.

[Kthamas]

Correct answers!

[jliusyl]

Great! Please up vote