Question

Kent and Maria are discussing a complaint that a customer made about Kent. Maria says, "Kent, I
know you are aware of the complaint against you. First, I would like to hear your side of the story.
Then, I would like to work with you so that we can come up with a plan to prevent this from
happening in the future." Which of the following is Maria doing?
1. effectively disagreeing diplomatically
2. effectively initiating the conversation
3. ineffectively using an either/or approach
4. ineffectively avoiding exaggeration

Answer 1

2. effectively initiating the conversation.

Maria opens non‑judgmentally, asks to hear Kent’s side, and frames a collaborative problem‑solving plan — a constructive way to start a difficult conversation.