Management 13th Edition by John Schermerhorn,Daniel Bachrach

Exercise 13

When interacting with an angry co-worker who is complaining about a work problem, a manager skilled at active listening would most likely try to __________. (a) suggest that the conversation be held at a better time
(b) point out that the conversation would be better held at another location
(c) express displeasure in agreement with the co-worker's complaint
(d) rephrase the co-worker's complaint to encourage him to say more