When Responding to a Claim When Your Company Is at Fault

question 89

Multiple Choice

When responding to a claim when your company is at fault, it is best to

• A)avoid sympathizing with the customer, since it can lead to lawsuits.
• B)do all you can to discourage any need for follow-up.
• C)take (or assign)personal responsibility for setting matters straight.
• D)be vague about when the claim may be resolved.

Distinguish between verbal communication, metacommunication, and nonverbal communication.

Recognize the roles individuals play within groups and the dynamics of team development.

Comprehend the utilization and effects of electronic meetings in modern teamwork.

Understand the differences between face-to-face and electronic meetings, including their advantages and challenges.

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Definitions:

Pygmalion Effect

The situation that occurs when a managerial leader believes that a group member will succeed and communicates this belief without realizing it.

Live up to Expectations

The act of meeting or surpassing the anticipations, hopes, or standards set by oneself or others.

Higher-level Needs

Refers to the more abstract, psychological, and self-fulfillment needs that go beyond basic physical or material requirements, such as self-esteem and self-actualization.

Hands-on Guidance

Direct involvement and support in leading others or instructing how tasks should be performed, typically through practical demonstration.