Kwame is interacting with Mark, an unhappy client, who did not receive the products he ordered on time. Mark says, "This is the second time that your order has arrived late at my factory." Kwame tries to accept this criticism positively by identifying the feelings that Mark seems to be expressing. Which of the following does Kwame most likely say?
A) You are disappointed about the delayed deliveries, am I right?
B) You believe that we have started making late deliveries.
C) Are you saying that the delivery reached you late yesterday?
D) It is true that the delivery reached you after the scheduled time.
E) Please do not be angry. We will deliver on time next month.

Question

Quizplus · Accepted Answer

Kwame's response, "You are disappointed about the delayed deliveries, am I right?" most accurately identifies and acknowledges the feelings Mark is expressing, which is a positive way to handle criticism.

Kwame Is Interacting with Mark, an Unhappy Client, Who Did