Angela Failed to See William and Olga's Similarities in That

Multiple Choice

Angela failed to see William and Olga's similarities in that neither customer had their receipt when both attempted to get a refund for a faulty printer. Because of her frame of reference, Angela refunded William's money after he articulately explained his situation. Olga, however, was denied a refund because she had a slight speech impediment. In order to respond with fairness, Angela needed to listen

A) passively.
B) ethically.
C) legally.
D) empathetically.