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:

Mineralocorticoids

A class of corticosteroids, hormones that are involved in the regulation of electrolyte and water balance, primarily by the kidneys.

PTH

Parathyroid hormone, a hormone secreted by the parathyroid glands that regulates serum calcium and phosphate levels.

Insulin

A hormone produced by the pancreas that helps regulate blood glucose levels by facilitating the uptake of glucose by cells.

Adrenal Cortex

The outer portion of the adrenal gland that produces steroid hormones including cortisol and aldosterone.