22:28, 19/10/2022 Exercise I - Chapter 9: Attempt review

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Quiz - Chapter 9 - Negative Messages
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Exercise I - Chapter 9

Started on Sunday, 16 October 2022, 1:14 PM

State Finished
Completed on Sunday, 16 October 2022, 1:16 PM
Time taken 2 mins 44 secs
Marks 1.00/1.00
Grade 10.00 out of 10.00 (100%)

Question 1

Correct

Mark 1.00 out of 1.00

Match these terms with their definitions.

morale the confidence, enthusiasm, and discipline of a person or group at a particular time 

defamation the legal term for any false statement, written or spoken, that harms an individual's reputation. 

empathy the ability to understand and enter the feelings of another and is important to convey in negative messages 

slander the term referring to the abusive language which is spoken 

libel the term referring to the abusive language which is written 

remorse apology to a customer that involves a feeling of guilt and regret about something you have done. 

buffer a neutral or positive opening that reduces shock or pain and does not reveal the negative news. 

restitution apology to a customer that involves explaining concretely what you will do to make things right. 

actionable the term referring to abusive language that may result in a lawsuit. 

goodwill a friendly, helpful and cooperative feeling or attitude 

Your answer is correct.

The correct answer is: morale → the confidence, enthusiasm, and discipline of a person or group at a particular time, defamation → the legal
term for any false statement, written or spoken, that harms an individual's reputation., empathy → the ability to understand and enter the
feelings of another and is important to convey in negative messages, slander → the term referring to the abusive language which is spoken,
libel → the term referring to the abusive language which is written, remorse → apology to a customer that involves a feeling of guilt and
regret about something you have done., buffer → a neutral or positive opening that reduces shock or pain and does not reveal the negative
news., restitution → apology to a customer that involves explaining concretely what you will do to make things right., actionable → the term
referring to abusive language that may result in a lawsuit., goodwill → a friendly, helpful and cooperative feeling or attitude

◄ Exercise IV - Chapter 8

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