According to Frank, a trainee, most of what is covered in the training session will NOT work to solve their problem with poor customer service. He has a "been there, done that" attitude and is passing along his negative feelings to the group. How does your text recommend that you deal with Frank?
A) Place his negative experiences in context.
B) Empathize with Frank's past experience.
C) Ask Frank to work with a group to offer suggestions for the problem.
D) Ask Frank to move ahead and work on another problem.
E) Either A or B

Question

Quizplus · Accepted Answer

Placing Frank's negative experiences in context and empathizing with his past experiences are effective strategies. This approach acknowledges his feelings and experiences while also guiding the conversation towards constructive outcomes.

According to Frank, a Trainee, Most of What Is Covered