Suppose that you are trying to explain certain rules and procedures to an angry person who feels unjustly Q treated by your department. During the conversation, the person makes several incorrect statements. In N such a situation, it would usually be best to: Select the single best answer: A. correct each erroneous statement as it is made in order to avoid a misunderstanding. O B. wait until the person has finished, and then point out the facts of the case and the reasons for the department's rulings. C. advise the person to take the matter up with a higher authority. O D. listen sympathetically and agree that the department's rulings sometimes cause a hardship for individuals. 10 OE. apologize at the outset for the unjust regulations, and then politely explain the errors in the statements. 13