Whether or Not You Should Apologize When Delivering Bad News

question 84

Multiple Choice

Whether or not you should apologize when delivering bad news about transactions depends mainly on

• A)how much the customer has purchased from your company in the past.
• B)the medium you are using for the message.
• C)how long it has been since the problem occurred.
• D)potential ethical and legal outcomes.
• E)how much you personally regret the decision made.

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Definitions:

Negative Reinforcement

A process in operant conditioning where a response is strengthened by stopping, removing, or avoiding a negative outcome or aversive stimulus.

Withdrawing

The act of pulling back or removing oneself from a particular situation, interaction, or engagement.

Primary Reinforcer

A stimulus that satisfies a basic need or inherently reinforces a behavior, such as food or water.

Water

A transparent, tasteless, odorless, and nearly colorless chemical substance, composed of hydrogen and oxygen (H2O), that is the main constituent of Earth's hydrosphere and the fluids of most living organisms.