Administrative Professional (CAP) · Question
When dealing with a highly agitated client over the phone, what is the most effective initial communication strategy?
Active listening and acknowledging the client's emotions validate their experience and can help de-escalate the situation.
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Question: When dealing with a highly agitated client over the phone, what is the most effective initial communication strategy?
Answer options:
- Immediately transfer them to a supervisor.
- Speak louder to assert control over the conversation. ✅ Listen actively and acknowledge their feelings.
- Interrupt them to present a solution quickly.
Correct answer: Listen actively and acknowledge their feelings.
Explanation: Active listening and acknowledging the client's emotions validate their experience and can help de-escalate the situation.
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Question explanations
- Which tab in Microsoft PowerPoint is used to apply predefined animation effects to individual objects on a sli
- When writing an internal memo, what tone is generally most appropriate?
- What is the primary purpose of a 'register' in records management?
- Which of the following is an example of an open-ended question?
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