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

question 10

Multiple Choice

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

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

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Definitions:

U.S. Steel Case

A landmark antitrust case involving the United States Steel Corporation, representing significant legal and regulatory actions in American industrial history.

Illegal Price-Fixing

An unlawful agreement between competitors to set prices at a certain level, generally resulting in unfair competition and higher prices for consumers.

DuPont Cellophane Case

The antitrust case brought against DuPont in which the U.S. Supreme Court ruled (in 1956) that while DuPont had a monopoly in the narrowly defined market for cellophane, it did not monopolize the more broadly defined market for flexible packaging materials. It was thus not guilty of violating the Sherman Act.

Relevant Market

The market segment in which a company competes, defined by its products, customers, and geographic area.