Which of the Following Statements Is Correct

question 16

Multiple Choice

Which of the following statements is correct?

• A) In writing to a customer about a problem with an order, generally, you should use the direct pattern if the message has some good-news elements.
• B) Always use the direct pattern when writing to a customer about a problem with an order.
• C) Always use the indirect pattern when writing to a customer about a problem with an order.
• D) In writing to a customer about a problem with an order, generally you should use the indirect pattern if the message has some bad-news elements.

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Definitions:

Test-Retest

A method of assessing the reliability of a test by administering the same test to the same subjects at two different points in time and comparing the scores.

Internal Consistency

A measure of the reliability of a test or scale, assessed by the degree of interrelation among items within the test.

Internal Consistency

A measure of the reliability of a psychological test or assessment, indicating how well the items on the test measure the same concept or construct.

Spearman-Brown

A formula used in psychometrics to estimate the reliability of a test, particularly in relation to the length of the test.