Please refer to the following information to answer the questions on the right.
Hannah recently picked up her iMac after a repair. The sound from the speakers was distorted and unclear and a technician determined that a repair would resolve the issue.
Once Hannah returned home with the iMac, the sound issue occurred again.
Hannah has returned. She is angry and she is cursing at the technician.
From the following, which are part of the 5-step conflict resolution model? (Choose two.)
A. “l can prove to you exactly how you are wrong about this issue.”
B. “Is this really the same issue? Might it be a different issue?”
C. “Calm down!”
D. “If I can ask some questions about the last repair and what has occurred since then, I can figure out what the appropriate next step is. I might be able to suggest a solution. Does that sound okay, Hannah?"
E. “Though your frustration is understandable, we are in a family-friendly environment so I am going to have to ask you to be mindful of the language you are using.”
F. “Are you sure your children didn’t do something to it?”
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