Charles received an angry email from one of his colleagues about a mistake in a sales report. In an attempt to defuse the situation, he should respond to the email by

Multiple Choice

starting it with a joke.

focusing on task$-$related facts and issues.

ending it concretely, saying he will never speak about the issue again.

pointing out the differences in their perceptions of the mistake.

giving counterarguments to each one of his colleague's objections.