Your Communication Goals Do Not Include ________ If You're Sending

question 34

Multiple Choice

Your communication goals do not include ________ if you're sending bad news about transactions.

• A)modifying the customer's expectations
• B)explaining your plan for resolving the situation
• C)repairing any damage to the business relationship
• D)pinpointing what the customer did wrong

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Definitions:

Alfred Adler

Austrian psychiatrist who founded the school of individual psychology, emphasizing the importance of feelings of inferiority and the creative self in personality development.

Rationalization

A defense mechanism where controversial behaviors or feelings are justified and explained in a seemingly rational or logical manner to avoid the true explanation.

Defense Mechanism

Psychological strategies brought into play by the unconscious mind to manipulate, deny, or distort reality in order to defend against feelings of anxiety and unacceptable impulses and maintain self-schema.

Threatening

Presenting a danger or harm, creating a sense of fear or insecurity.