QUESTION 1: According to the text, what happens when a person expresses a complaint motivated by anger or displeasure?

QUESTION 2: According to the text, what is the most common mistake advisors make in critical situations?

Offer empathetic support from the very beginning
Acknowledge the discomfort without accepting legal liability
Deviate from the rigid script and communicate warmly
Try to put out the fire using cold logic by explaining regulations and contracts

Because they always admit legal liability for the incident
Because they downplay the magnitude of the personal tragedy and act like fuel on the fire
Because they demonstrate deep humanity and place the advisor on the side of the affected person
Because they are more effective than spontaneity

Demonstrate humanity and stand by the affected party without admitting legal liability
Accept legal liability for the incident
Initiate logical discussions to clarify responsibilities
Sticking to memorized, formulaic responses