A Large Internet Service Provider Had a Major Disruption in Its

question 138

Multiple Choice

A large Internet service provider had a major disruption in its e-mail services in which its customers' messages were delayed and some were lost forever. In its message to customers, the company announced that the event was ''a partial e-mail delay'' and that the ''issue'' would result in improved future service to customers. This message is an example of:

• A)effective persuasive communication.
• B)cross-cultural differences in communication.
• C)information overload.
• D)using ambiguous language to minimize conveying negative emotions.
• E)misperceptions by the company's executives about the causes of the e-mail service problem.

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Definitions:

Trait Anxiety

A personality characteristic where an individual tends to perceive situations as threatening and react with anxiety more often than the average person.

Systematic Desensitization

A therapeutic technique used to reduce anxiety or fear responses by gradually exposing the individual to the feared object or situation while practicing relaxation exercises.

Deep Muscle Relaxation

A technique that involves tensing and then relaxing specific muscle groups to reduce stress and anxiety.

Speaker Anxiety

The nervousness or fear a person experiences before or during a public speaking event.