Which of the Following Is MOST Likely to Build Goodwill

question 50

Multiple Choice

Which of the following is MOST likely to build goodwill in a letter granting an adjustment?

• A)Explain that the complaint is not really valid, but that the supervisor would like to respond positively to it anyway.
• B)Explain in detail exactly how you made the decision to grant the request.
• C)Explain that you are granting the request in the very first sentence.
• D)Explain that the problem really is not the company's fault because the shipping department has been having problems with its software.

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Definitions:

Skills Approach

A perspective on leadership that emphasizes the importance of acquiring and developing specific skills and abilities for effective leadership.

General Cognitive Ability

The overall mental capacity of an individual, including the ability to reason, plan, solve problems, think abstractly, comprehend complex ideas, learn quickly, and learn from experience.

Knowledge

Facts, information, and skills acquired through experience or education.

Information Processing

The methods by which individuals or systems gather, analyze, and interpret data to make decisions or understand the world.