Nysa works in an electricity distribution company’s customer service department. one day she gets a call from a customer who is furious that he had to pay the bill and fine of the previous owner, who was stealing electricity. he uses a lot of offensive language and seems to be holding nysa personally responsible for sending him the bill. nysa tries not to feel angry and irritated. she tries to imagine how she would feel if she had to pay a bill that wasn’t hers. she tells the customer that she understands how he feels and promises to do whatever she can to cancel the bill. she also apologizes for the utility company’s blunder. what is she using?