Negative Messages About Business Transactions Are Designed to

question 87

Multiple Choice

Negative messages about business transactions are designed to

• A) confirm the customer's expectations.
• B) show the audience that whatever has happened, your company is not at fault.
• C) let the audience know which of your employees caused the problem.
• D) explain how you plan to resolve the situation.

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Definitions:

Escalating Commitment

The continuation of a course of action even though it is not working.

Cost-Benefit Impact

The analysis or effect of comparing the costs and benefits of a decision, project, or investment.

Behavioural Decision Model

A theoretical framework focusing on the cognitive, social, and emotional influences on individual and collective decision-making processes.

Bounded Rationality

A concept suggesting that in decision-making, individuals are limited by the information they have, their cognitive limitations, and the finite amount of time they have to make a decision.