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Effective communication

Effective communication

Context: Person A is a field service Engineer who is out in the field servicing a machine which has just been delivered and has broken down even before it operate at the customer's site. The machine is a complex machine that has many parameters to be set and ideally every machine should the same set of parameters. However, in the real world, every machine will have different set of parameters due to tolerance of parts used and any other differences either due to manufacturing methods or assemblers. Person B is the designer responsible for the parameters changes.

Below is a conversation between the 2 persons:

Person A: Hi B, there is a change on the parameters class O.02 from 1 to 0 and class 05.12 from 0 to 90%. So are we going to change all machines to this setting or for this current machine only ? I am trying not to let customer know that we had a different setting in the machine.

Person B: Why are you ashamed of letting customer know? If I make my machine run better by changing the parameters will they not appreciate? Unless you are saying these parameters is the cause or a factor that cause the z-axis problem.


1) Is the use of the word "ashamed" by person B appropriate? If not, why not?
2) Does the use of the word "ashamed" by person B constitute a personal attack on person A?
3) Do you think it is offensive on the part of person B in his choice of the word "ashamed" and how he said it?
4) What word do you think person B should use and how he should have said it, in order not to be offensive?

Thank you.