Frank is listening to Emma’s argument that assisted living facilities provide substandard care for their customers. Frank disagrees strongly but realizes that Emma’s anger is the result of abuse suffered by her grandmother while in assisted living. How should Frank frame his rebuttal?
What will be an ideal response?
Frank should be aware of how relational cues in the argument reveal Emma’s personal
stake in the issue. Emma’s experience should not be disputed but Frank should listen with
empathy and understanding and cautiously ask Emma to consider counter-examples (i.e., stories
of others who have had positive experiences with assisted care facilities). Frank’s verbal and
nonverbal responses should be appropriately compassionate and affirming.
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