Which one of the following behaviour is the most appropriate for diffusing verbal abuse of co-workers?

Your answer is C, and I agree. Verbal abuse is diffused by staying calm and making clear that the language will not be accepted, without retaliating. This is an ethics and emotional intelligence question that tests temperament rather than rules.

• A (Become defensive): Defensiveness shows the insult has landed. It invites the abuser to push harder.
• B (Get into debate): Arguing with an abusive person turns a personal attack into a contest. Both sides escalate and the abuse gets lost in the argument.
• C (Refuse to accept harmful language): Correct. A calm, firm statement such as 'I will not continue this conversation while you speak to me like this' sets a boundary without matching the aggression. The goal is assertiveness, not submission or retaliation.
• D (Keep aggressive body language): Clenched fists, a hard stare or an aggressive posture mirror the abuser and raise the temperature. Body language is part of the message.

Core concept: emotional intelligence and assertiveness, which fit the GS IV syllabus on attitude and handling conflict at the workplace. For Mains, it links to workplace ethics and conflict resolution in administration, a common case study theme.

Trap: Many students pick B because 'standing up for yourself' sounds like debate. Standing up means setting a boundary, not winning an argument.