Written Messages to Deliver Bad News to Customers Are Important

question 2

Multiple Choice

Written messages to deliver bad news to customers are important when

• A) personal contact is impossible.
• B) you need to establish a record of the incident.
• C) you want to promote good relations.
• D) All of these situations would make written messages important.

---

Definitions:

Psychodynamic

A perspective in psychology that emphasizes the systematic study of the psychological forces that underlie human behavior, feelings, and emotions and how they might relate to early experience.

Neo-analytic

Pertains to a school of thought in psychology that revises and expands upon Freudian and pre-Freudian psychoanalytic theories, emphasizing social and cultural factors more.

Repression

A defense mechanism where distressing thoughts, memories, or desires are excluded from the conscious mind.

Defense Mechanism

Psychological strategies employed unconsciously to protect oneself from anxiety arising from unacceptable thoughts or feelings.