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.
Which of the five conflict resolution steps is missing in the following response to Hannah? {Calmly} "Your shouting is very distracting and I want to focus on helping you. If you explain your issue more quietly I will do my best to find a resolution.”
A. Try to find a way to say “You’re right.”
B. Try to find a way to show sympathy and correct the customer.
C. Describe how the customer is incorrect about the specific issue.
D. Propose an approach that refocuses the discussion.
E. Stay calm.
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