Richard Fisher Is Interacting with Mark Bryant,a Disgruntled Client Who

question 17

Multiple Choice

Richard Fisher is interacting with Mark Bryant,a disgruntled client who did not receive the timely delivery of products.The client says to him,"This is the second time that the goods arrived late at my factory." Fisher tries to accept his criticism positively by identifying the feelings that Bryant's seems to be expressing.Which of the following is Fisher most likely to say?

• A) "You feel pretty angry about the late delivery, right?"
• B) "You believe that we have started making late deliveries."
• C) "Are you saying that the delivery reached you late yesterday?"
• D) "It is true that the delivery reached after the scheduled time."
• E) "Please do not be angry. We will deliver on time next month."

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Definitions:

Productivity

The efficiency at which goods or services are produced, typically measured by the output per unit of input.

Least Preferred Coworker

A measure used in Fiedler's contingency model to identify an individual's leadership style by assessing their feelings towards the least liked coworker.

Fiedler

Refers to Fiedler's contingency model of leadership, which suggests that the effectiveness of a leader depends on both the situation and their leadership style.

Scale

The size or level of something, often used in reference to the scope of a business operation or in measurement of phenomena.