Gavin Purchased an MP3 Player at a Large Electronics Retailer

question 69

Multiple Choice

Gavin purchased an MP3 player at a large electronics retailer. When his device stopped working he emailed the store to inquire about a repair or replacement device. Gavin received a reply from a customer service representative, thanking him for his inquiry and resolving to try to help him. The representative stated that it might be the manufacturer, not the store itself, who should handle this type of problem. She thanked him again for his business and encouraged him to continue shopping at the retailer. Which of the following statements accurately describes the customer service representative's job of delivering bad news?

• A) Her message was insensitive and likely offended Gavin.
• B) Her message provided all the required information to Gavin.
• C) Her message was unclear and will likely result in further communication from Gavin.
• D) Her message effectively balanced all four goals of communicating bad news.
• E) Her message is using the technique of refutation to convey the bad news.

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Definitions:

Defense Mechanism

Psychological strategies unconsciously used to protect oneself from anxiety or unacceptable thoughts and feelings.

Reaction Formation

A psychological defense mechanism where an individual unconsciously replaces unacceptable thoughts or feelings with their opposites.

Aggressive Impulses

Instinctual drives that lead individuals to act or react in a forceful or hostile manner.

Neo-Freudian

Psychologists who accepted the basic concepts of Freud's theory but modified and expanded upon them to include social and cultural aspects.