Final Answer:
Active listening and empathy create a foundation for constructive communication, demonstrating genuine concern and understanding, leading to a more effective resolution of the client's concerns. Ignoring emotions, escalating the situation, or providing sarcastic responses are counterproductive and can hinder the resolution process.Therefore the correct answer is c) Active listening and empathy.
Step-by-step explanation:
In dealing with an angry client, active listening and empathy (Option c) are crucial strategies for effective conflict resolution. Active listening involves fully concentrating on, understanding, responding to, and remembering what the client is saying.
This not only demonstrates genuine concern but also allows the client to feel heard and understood. Empathy, on the other hand, involves recognizing and understanding the client's emotions, showing that you appreciate their perspective. By combining active listening with empathy, you create a foundation for constructive communication and problem resolution.
Ignoring the client's emotions (Option a) is counterproductive, as it can escalate the situation and lead to further dissatisfaction. Similarly, escalating the situation (Option b) by responding with aggression or confrontation is likely to exacerbate tensions and hinder the resolution process. Providing sarcastic responses (Option d) is unprofessional and can damage the client relationship, making it difficult to rebuild trust.
In summary, actively listening to the client and demonstrating empathy are essential components of a successful strategy for managing angry outbursts. These approaches foster a positive environment for communication, allowing both parties to work together towards a resolution.Therefore the correct answer is c) Active listening and empathy.