APPENDIX

Solutions to PuttingLearning into PracticeExercises

Chapter 2: Leaning Into Criticism

1. You work for a large rental company. A customer marches in and says, “The tent you put up for us leaked and everyone got drenched, along with their meals! You’ve completely ruined our son’s graduation party.” What is your response?

A: Paraphrase the situation: “My goodness, it sounds like this made a complete mess of your big event! Tell me more about what happened.”

2. The utility company you work for mistakenly sent disconnection notices to several thousand people because of a computer error, and—lucky you—you are on the phones today answering one call after another from customers who are furious about this. What is the first thing you say to each ...

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