A Software Engineer Has Just Discovered a Major Problem, Which

question 53

Multiple Choice

A software engineer has just discovered a major problem, which is not yet fully defined, in a large information system she is building for a very difficult customer. Her supervisor is listening to the engineer as she begins to talk through the problem. Which of the following responses would best exemplify the "reflecting of core feelings"?

• A)"I see", "Uh-huh"....."yes, I understand".
• B)"I hear that you are feeling very upset about the problem and may be worried about the customer's reaction when you inform him".
• C)Extended periods of silence.
• D)"I understand that you are concerned there may be a major problem with the information system".

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Definitions:

Etiquette

The set of conventional rules for polite behavior in society or among members of a particular profession or group.

Persuasion

Persuasion is the act of influencing or convincing others to agree with a point of view, idea, or behavior through argument, appeal, or discussion.

Reciprocity

A mutual exchange of privileges or services between parties, where both benefit from the arrangement.

Consistency

The state or characteristic of being uniform, unchanging, and reliable over time.