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."

Question

Quizplus · Accepted Answer

While one checks the critic's feelings, one should identify the emotions that the critic seems to be expressing verbally or nonverbally. The purposes of checking feelings are to try to understand the critic's emotions, the importance of the criticism for the critic, and the unspoken ideas and feelings that may actually be more important than the voiced criticism.

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