Komuro,a Customer Service Representative,often Delivers Messages to Clients in Which

question 42

Multiple Choice

Komuro,a customer service representative,often delivers messages to clients in which he must convey negative news.Which of the following techniques could Komuro use to soften the impact of the bad news?

• A)Passive voice and abstract nouns as the subjects of sentences.
• B)Passive voice and the placement of the negative message in an independent clause.
• C)Active voice and positive language.
• D)Active voice and placement of the negative message in a dependent clause.

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Definitions:

Scapula

The flat, triangular bone located on the upper back, commonly known as the shoulder blade, which connects the humerus with the clavicle.

Clavicle

A lengthy bone acting as a support link between the scapula and the sternum, commonly referred to as the collarbone.

Deltoid Muscle

A large, triangular muscle covering the shoulder joint and used for lifting and rotating the arm.

Anterior Cervical Triangle

An anatomical area of the neck outlined by the mandible, the sternocleidomastoid muscle, and the midline of the neck.