What is the term for listening respectfully and not responding ...

[bobypop]

What is the term for listening respectfully and not responding with anger to another who is angry?
 
  1.
  Negotiation
  2.
  Good management
  3.
  White out
  4.
  Brown out

Question 2

Which of the following techniques should be used when a staff member has lost his or her temper?
 
  1.
  Do what comes naturally and respond with anger.
  2.
  Listen in a respectful, polite way.
  3.
  Ask the staff member why he or she is angry.
  4.
  Refuse to listen to this person because he or she is simply too upset at this point.

[bbburns21]

Answer to Question 1

ANS: 3
White out means that you do not respond to a person who is angry, but you stop and listen to the angry person in a respectful and polite way.

Answer to Question 2

ANS: 2
A good technique for dealing with this situation is to stop and listen without returning the anger. Returning the anger only makes the situation worse.

[bobypop]

Gracias!

[diana chang]

Excellent