Constructing Messages Saying No to Emotionally Involved Receivers Is a Challenging

question 72

Multiple Choice

Constructing messages saying no to emotionally involved receivers is a challenging communication task. Which of the following is the best advice for this task?

• A)Use the refusal-before-reason pattern to present the information artfully.
• B)Place blame where blame is due, including on the customer if he or she is responsible.
• C)Avoid offering resale information because it may weaken customer confidence.
• D)Use neutral, objective language to explain the reason the claim is refused.

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Definitions:

Effective Presentations

Presentations that successfully communicate ideas to an audience, engaging their interest and understanding.

Nonverbal Communication

The transfer of information through body language, facial expressions, gestures, and other physical signs.

Verbal Communication

The process of expressing ideas and conveying messages through spoken words to another individual or group.

Assumptions

Beliefs or statements taken to be true without requiring empirical evidence.