RSC PROGRESSION II – III Exam with Complete Solutions

RSC PROGRESSION II – III Exam with Complete Solutions Joseph is listening to his direct report Brenda talk about her interactions with a difficult client yesterday. Brenda: "I know that my customer wasn't happy about his product, but he really took his frustration out on me. He assumed I was the reason for his discomfort and spent 10 minutes berating me to my face with accusations, swearing, intimidating gestures and even threats to try to have me fired. It was terrible." How can Joseph respond to Brenda to practice effective communication? Select all that apply. Correct answer Ask clarifying questions to better understand what she thinks about how the situation went and how she feels about it. Lean in toward her and keep eye contact