A software engineer has just discovered a major problem, which is not yet fully defined, in a large information system she is building for a very difficult customer. Her supervisor is listening to the engineer as she begins to talk through the problem. Which of the following responses would best exemplify the "reflecting of core feelings"?
A)"I see", "Uh-huh"....."yes, I understand".
B)"I hear that you are feeling very upset about the problem and may be worried about the customer's reaction when you inform him".
C)Extended periods of silence.
D)"I understand that you are concerned there may be a major problem with the information system".

Question

Quizplus · Accepted Answer

This response shows that the supervisor is reflecting the engineer's core feelings by acknowledging that she is upset and worried about the customer's reaction. This can help to validate the engineer's emotions and create a sense of empathy between the supervisor and the engineer. A, C, and D are all valid responses, but they do not specifically reflect the engineer's core feelings.

A Software Engineer Has Just Discovered a Major Problem, Which