Week 8 - Delivering Bad News

Question 1

Fundamental Attribution Error

Answer 1

Also called the correspondence bias, describes the tendency for observer’s to attribute other people’s behavior to internal or dispositional factors and to downplay situational causes

Question 2

The Service Recovery Paradox

Answer 2

A situation in which post-recovery satisfaction is greater than that prior to the service failure when customers receive high recovery performance.

Question 3

Common mistakes when communicating in difficult situations

Answer 3

• Framing the situation or decision in a way that is too narrow (not considering alternatives) and binary (win- lose).
• Refusing to change the frame during interaction.
• Not listening and/or selective perception
• Not paying attention to non-verbal cues