Final answer:
The concept that customer-focused messages are part of the emotion-reducing model is false, as this model relies on metacognition to manage emotions. Emotion-focused coping is different and involves strategies to manage one's emotional response to uncontrollable stressors, without necessarily solving the problem at hand.
Step-by-step explanation:
The statement that customer-focused verbal and nonverbal messages are used before and after the problem-solving stage in the emotion-reducing model is false. Customer-focused messages are important, but when dealing with emotions, metacognition plays a crucial role in managing and understanding the emotions before engaging with problem-solving tactics. Emotion-focused coping strategies like avoidance, minimizing, or reappraisal are central when faced with uncontrollable stressors and are aimed at managing the emotional response rather than the problem itself. These strategies can involve changing one's perception of a stressor or seeking positive aspects in a negative situation.
Nonetheless, the emotion-reducing model should not be confused with moments where customer-focused communication is certainly required. For instance, a productive conversation after a conflict can help repair relationships and promote understanding. In such conversations, both verbal and nonverbal cues are important. Therefore, while emotion-focused coping is essential for individual stress management, customer-focused messaging may play a part in professional communication and conflict resolution.