Nancy says to Kip, "When you authorized the discounts, I never heard all the details. Do you mind telling me about some of the clients who were upset and what you did to address their concerns?" Nancy is using   a. A disguised statement   b. A probing question   c. A cross-examination question   d. A rapport-building question

Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
Section: Chapter Questions
Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...
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QUESTION 6

  1. Nancy says to Kip, "When you authorized the discounts, I never heard all the details. Do you mind telling me about some of the clients who were upset and what you did to address their concerns?" Nancy is using

      a.

    A disguised statement

      b.

    A probing question

      c.

    A cross-examination question

      d.

    A rapport-building question

 

QUESTION 7

  1. Nancy tells Kip, "Now that we have heard each other's version of what happened, we should re-evaluate what constitutes a 'reasonable complaint.' " Her goal is to create (a)

      a.

    Individualism

      b.

    Counter-narrative

      c.

    Shared meaning

      d.

    Confirmation bias

 

QUESTION 8

  1. Knowing what your triggers are and adjusting your behavior and expectations accordingly are considered mastery of which emotional intelligence (EQ) domain?

      a.

    Self-Awareness

      b.

    Self-Management

      c.

    Empathy

      d.

    Relationship Management

   

QUESTION 9

  1. During a case in which a woman successfully sued McDonald's after suffering third-degree burns, it was found that McDonald's had admitted that they knew that the temperature at which coffee was mandated to be served could cause severe burns in seconds, but that they hadn't told consumers about the risks involved. Nowadays, McDonald's coffee cups now read, "Caution: Contents Hot." McDonald's lost credibility with customers because their coffee temperature policy was not

      a.

    Factual

      b.

    Accessible

      c.

    Impactful

      d.

    Respectful

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