Your Communication Goals Should Include ________ If You're Sending Bad

question 18

Multiple Choice

Your communication goals should include ________ if you're sending bad news about transactions.

• A)modifying the customer's expectations
• B)changing your plan for resolving the situation
• C)ignoring any damage to the business relationship
• D)pinpointing what the customer did wrong
• E)refusing to acknowledge the customers concerns

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Definitions:

James-Lange Theory

A psychological theory suggesting that emotions result from physiological reactions to events.

Autonomic Arousal

The activation or response of the autonomic nervous system, controlling involuntary body functions and often linked to stress and emotions.

Cannon-Bard Theory

The theory that physiological and emotional changes occur simultaneously in response to a stimulus.

Autonomic Arousal

Autonomic arousal involves the activation of the autonomic nervous system, leading to physiological responses such as increased heart rate or sweating.