SVC-19A · Question #19
Please refer to the following information to answer the questions on the right. Hannah recently picked up her iMac after a repair. The sound from the speakers was distorted and unclear and a…
The correct answer is D. Propose an approach that refocuses the discussion. Option D is correct because the technician's response focuses entirely on managing Hannah's behavior (the shouting) but never proposes a concrete next step to actually address the sound problem. A complete conflict resolution response would include something like, "Let me bring…
Question
Please refer to the following information to answer the questions on the right. Hannah recently picked up her iMac after a repair. The sound from the speakers was distorted and unclear and a technician determined that a repair would resolve the issue. Once Hannah returned home with the iMac, the sound issue occurred again. Hannah has returned. She is angry and she is cursing at the technician. Which of the five conflict resolution steps is missing in the following response to Hannah? {Calmly} "Your shouting is very distracting and I want to focus on helping you. If you explain your issue more quietly I will do my best to find a resolution."
Options
- ATry to find a way to say "You're right."
- BTry to find a way to show sympathy and correct the customer.
- CDescribe how the customer is incorrect about the specific issue.
- DPropose an approach that refocuses the discussion.
- EStay calm.
How the community answered
(53 responses)- A25% (13)
- B8% (4)
- C2% (1)
- D55% (29)
- E11% (6)
Explanation
Option D is correct because the technician's response focuses entirely on managing Hannah's behavior (the shouting) but never proposes a concrete next step to actually address the sound problem. A complete conflict resolution response would include something like, "Let me bring your iMac in right now and we'll run a full diagnostic to find out what went wrong" - a forward-looking action that redirects from the emotional confrontation toward problem-solving.
Why the distractors are wrong:
- A is not missing - while the technician doesn't say "you're right" explicitly, that step targets validating the problem, and the more critical omission here is the lack of a solution-focused proposal.
- B is partially present - "I want to focus on helping you" shows intent to help (sympathy), and pointing out that the shouting is distracting addresses (corrects) Hannah's behavior.
- C is not a conflict resolution step at all - telling a customer they're factually wrong escalates conflict rather than defusing it.
- E is explicitly present - the scenario tags the response with {Calmly}, confirming the technician stayed calm.
Memory tip: In conflict resolution, think of the resolution as a destination - if the response only manages how the conversation is happening but never says where it's going next, the "propose an approach" step is missing.
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