A claim is ________; an adjustment is ________.

A) a goodwill message; a means to an end
B) an emotional reaction; a calculated response
C) a formal complaint; a settlement of a claim
D) an informal complaint; an emotional reaction
E) a benefit of compliance; the outcome of compliance

Formal Complaint

A written grievance lodged officially by an individual or group regarding a particular matter or misconduct.

Settlement

An agreement or resolution between parties in a dispute, often involving the payment of compensation.

Emotional Reaction

The affective response of an individual to a particular stimulus or situation, which can influence behavior and decision-making.