When Writing to a Customer About a Problem with an Order,you

question 85

Multiple Choice

When writing to a customer about a problem with an order,you should ________.

• A)use the direct pattern if the message has some good-news elements
• B)use the indirect pattern if the message has some good-news elements
• C)always use the direct pattern
• D)always use the indirect pattern

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Definitions:

Cognitive Consistency

A model of social cognition in which people try to reduce inconsistency among their cognitions, because they find inconsistency unpleasant.

Balance Theory

A psychological theory that suggests individuals strive for a harmonious balance in their relationships and beliefs, avoiding inconsistency among their thoughts.

Triad

In sociology, a group of three people, which provides the simplest unit for studying complex group dynamics.

Cognitive Consistency Theories

A group of attitude theories stressing that people try to maintain internal consistency, order and agreement among their various cognitions.