A large Internet service provider had a major disruption in its e-mail services in which its customers' messages were delayed and some were lost forever.In its message to customers,the company announced that the event was ''a partial e-mail delay'' and that the ''issue'' would result in improved future service to customers.This message is an example of:
A)information overload.
B)using ambiguous language to minimize conveying negative emotions.
C)misperceptions by the company's executives about the causes of the e-mail service problem.
D)cross-cultural differences in communication.
E)effective persuasive communication.

Question

Quizplus · Accepted Answer

The use of vague language such as "partial e-mail delay" and "issue" minimizes the gravity of the situation and avoids conveying negative emotions to customers. This is a form of damage control and attempts to maintain positive relationships with the customers.

A Large Internet Service Provider Had a Major Disruption in Its