Which of These Messages Most Effectively Conveys Empathy in a Bad-News

question 73

Multiple Choice

Which of these messages most effectively conveys empathy in a bad-news message?

• A)You have every right to be disappointed. I am truly sorry that our product failed to perform as expected.
• B)I am deeply saddened that your service failure disrupted our sale, and we will do everything in our power to improve our future performance .
• C)We did not intentionally delay the shipment, and we will not accept the disappointment and frustration you have expressed .
• D)It is with great regret that we must take this step, but you have left us no choice.

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Definitions:

Production Possibilities Frontier

A curve depicting all maximum output possibilities for two goods, given a set of inputs, representing the trade-off between different choices in the allocation of resources.

Opportunity Cost

Giving up possible gains from several options by choosing a particular one.

Bowed Outward

A description of the shape of a curve on a graph, such as the production possibilities frontier, indicating increasing opportunity costs.

Opportunity Cost

The penalty of dismissing the closest superior alternative when engaging in the process of decision-making.