Lauren, a customer service technician at the Jaguar dealer, listens to a customer rant about hearing wind vibrations in his Jaguar when he drives over 100 miles per hour on the highway. Lauren can show emotional leadership by,
A) informing the customer that he behaves like a lunatic on the highway.
B) ranting even louder about the customer being a danger to society.
C) laughing at the customer and ask him to imitate the sound of the wind vibration.
D) remaining calm until the customer quiets down, and then begin to look at the problem.
Answer: D
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