Answer:
b. Try not to argue with her or be defensive.
c. When talking with her, use clarifying statements to show her you understand the problem.
d. Don't dismiss what she says the problem might be.
Explanation:
In facing or relating with a difficult client as a customer relation officer, one of the basic things to do is to avoid arguing with her or to be defensive. You simply avoid anything that will lead to argument, politely and calmly make your point and pass it across.
The next thing needed to be done is to ensure you clarify her properly, leave no room for doubt from her concerning your knowledge on the product.
Finally, dont overlook her complaint on what the problem is, show empathy, listen through and offer your best solution.
Answer: negative reinforcement by escape
Explanation: Negative reinforcement occurs when a disliked or aversive stimulus is prevented or altered or stopped. The scenario above describes negative reinforcement by escape which means that an aversive, unwanted or disliked event is removed after it has occurred. Escape is a negative reinforcement and occurs when the aversive stimulus has occurred before being removed. In the context above, Tom was only able to prevent his loss after it has occurred, meaning an escape negative reinforcement.
Did not want to give up any of its power to a central council....i think
