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Real-Life Communication

As a traffic engineer employed by a city government, you have recently made a recommendation that is unpopular with the public. There was a serious traffic accident at an uncontrolled intersection. People were killed and others were injured.

The public demanded a traffic light at that intersection. But your analysis of traffic data indicated that a light was not needed. As a professional, you must weigh your data against certain standards that are used in North America.

The public is angry about your decision and there are a lot of complaints.

Your phone rings. It is the sister of a woman who was killed in the accident. She is very angry and begins to tell you off. Soon, she begins to cry.

"You don't care about my sister," she says. "You don't do your job properly. Accidents will continue to happen because of you."

Which answer is the best, and why?

  1. Oh, I am so sorry. It is terrible. I feel so badly about this. I wish I could have made a different recommendation, but I had to go by a set of international standards.
  2. Why should I talk to you if you are going to be so rude to me? You don't know what you're talking about. I am a professional and I do my job properly.
  3. I am very sorry about your loss. I can understand how angry and sad you must be. But my recommendation was the correct one for that corner. We have analyzed the data, and there is not enough traffic at that intersection to warrant a traffic light. In fact, a light could make things worse in that area by slowing traffic and frustrating motorists.

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