A(n) ________ strategy involves keeping the workforce constant and varying utilization

Which of the following would not encourage a positive response to your message?

A) Using positive and polite language B) Understanding cultural differences C) Being sensitive to organizational cultures D) Establishing your credibility E) Explaining why previous choices were poor choices

When faced with a difficult customer, it is recommended that you

a. confront the customer about what he or she has done wrong. b. avoid blaming the customer for the problem. c. deny that a real problem exists. d. explain your point of view first.