Final answer:
It is false to believe that explaining to an angry customer why they are wrong is an effective way to handle them; a more effective approach involves understanding and managing their emotions. A confrontational stance like the professor's scenario in the question only intensifies the situation. The effectiveness of Madison's diplomatic efforts compared to Jefferson's is subjective and depends on historical context and perspective. The correct option is b.
Step-by-step explanation:
Explaining to an angry customer why they are wrong is false when it comes to effectively dealing with them. Emotional intelligence and customer service expertise suggest that confronting customers, particularly when they are angry, will likely exacerbate the situation rather than resolve it. Instead, it's advisable to use metacognition to reflect on the source of their emotions and attempt to manage them with empathy and understanding, aiming for a peaceful resolution.
In a tense scenario akin to a professor declaring an entire class has failed, such aggressive behavior would only fuel the chaos rather than bring about any form of resolution. It's about finding common ground and making the customer feel heard, even if their complaints are not aligned with policy or reality.
Regarding Exercise 11.2.1, the statement that Madison was better at finding a peaceful solution for the problems with the British and French than Jefferson could be considered subjective as it depends on the context and perspective from which we are evaluating their diplomatic approaches and achievements.
Hence, Option b is correct.