Although a Reasons-First Approach and Tactful Tone Preserve Friendly Relations

question 24

True/False

Although a reasons-first approach and tactful tone preserve friendly relations with customers, these techniques are not useful for bad-news messages inside an organization.

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Definitions:

Cognitive Elements

The mental processes, such as perception, memory, and problem-solving, that underlie understanding and reasoning.

ABC Model

A framework used in psychology that describes the impact of an individual's beliefs about an event on their emotional and behavioral reactions, emphasizing the cognitive evaluation of events.

Attitude Scales

Tools used to measure and quantify individuals' attitudes, opinions, or beliefs towards certain topics, objects, or entities.

Affective Component

Refers to the emotional experience associated with an attitude or a psychological state, including feelings and emotions.