When Faced with a Difficult Situation with a Customer,instead of Saying

Multiple Choice

When faced with a difficult situation with a customer,instead of saying "I've had it with your complaints!" Sue always says,"I'm having trouble seeing how I can fix this situation.Would you explain to me what you want to see happen?" In terms of responsibilities of a communicator,this is an example of:

A) marketing tactic.
B) ethical communication.
C) intrapersonal communication.
D) sales pitching.
E) effective feedback.