Why are anger and emotion ineffective in business persuasion?

Anger and emotion are ineffective persuaders in business communication because they undermine credibility and shift focus from the substantive issues to the emotional reaction. Effective claim messages instead rely on reasonable and valid requests, logical cases supported by clear facts, and a moderate, professional tone that facilitates problem-solving rather than creating defensiveness.

When should the direct strategy be used for business requests?

The direct strategy should be used for business requests when your request is justified and you are confident it will be granted. This approach is appropriate when you have a strong business relationship with the recipient, when your request is reasonable, or when company policy supports your position. The direct approach starts with the main request followed by supporting details.

What is the most effective approach when communicating complaints?

The most effective approach when communicating complaints is expressing your feelings without resentment. This balanced approach allows you to convey the impact of the situation while maintaining professionalism. Rather than directing anger at individuals or immediately escalating to executives, clearly stating your concerns in a factual manner with appropriate emotional context helps recipients understand the situation's importance without becoming defensive.

[Solution] Learn It: Concept Check Quiz 8-3

Created at: Fri Apr 18 2025

Author: Ryan Smith

Introduction: Take this quiz to get a quick check on your understanding of chapter concepts.

Anger and emotion effective persuaders.

If your request is justified and you are confident it will be granted, it is best to use the strategy.

Often, the strongest appeal is communicating your _______.

anger at the company instead of the person
complaint directly to the executives
feelings without resentment
expectations before your complaint

[Solution] Learn It: Concept Check Quiz 8-3

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