RSC II-III EXAM WITH COMPLETE SOLUTIONS

RSC II-III EXAM WITH COMPLETE SOLUTIONS Joseph is listening to Brenda, his direct report, talk about her interactions with a difficult client, yesterday. Brenda says, "I know my customer wasn't happy with our product but he really took out his frustration on me. He assumed I was the reason for his discomfort and spent ten 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? Correct answer * Lean in toward her and keep eye contact. * Ask clarifying questions to better understand what she thinks about how the situation went and how she feels about it. * Communicate compassion by saying something like, "I'm sorry this happened to you. Dealing with customers like this one is so hard and can be really upsetting."