List and briefly describe the elements of four typical types of accounts
What will be an ideal response?
* Apologies include admission that a failure event occurred, acceptance of responsibility, and
expression of regret.
* Excuses include admission that the failure event occurred, coupled with a contention that
nothing could have been done to prevent the failure; that it was due to unforeseen circumstances.
* Justifications involve accepting responsibility for the event but redefining the event as not a
failure.
* Denials are statements that the failure event never took place.
* Absence of an account or silence involves ignoring the reproaches or refusing to address them.
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The encoding process can be described as
a. the way you feel about others. b. the process of minimizing internal noise. c. effective listening. d. converting a "code" sent by someone else into a meaningful message. e. the decision-making process by which you create messages that generate meaning.
Which of these techniques does the text suggest as a way to help clarify a problem?
a. Force field analysis b. Journalists' six questions c. Nominal group technique d. T chart