When You Are Refusing a Routine Request, You

question 65

Multiple Choice

When you are refusing a routine request, you

• A) don't need to invest as much time and effort as you would for other kinds of negative messages.
• B) should use the indirect approach when you're forced to decline a request that you might have said yes to in the past.
• C) should always use the direct approach.
• D) should invoke company policy if that is a possible out.

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Definitions:

Total Quality Management

A management framework that focuses on continuous improvement in all aspects of an organization's operations, emphasizing customer satisfaction.

Continuous Improvement

An ongoing effort to enhance products, services, or processes for increased quality and efficiency.

Customer Needs

The requirements and desires of consumers that a product or service should fulfill.

W. Edwards Deming

A prominent figure in the field of quality management, known for his work in improving production efficiency and implementing quality control processes.