Min Is a Supervisor in a Busy Call Centre

question 112

Multiple Choice

Min is a supervisor in a busy call centre. She was promoted from team lead to supervisor less than a year ago. For the first time in her career, she needs to document the poor performance of an employee. She has received a lot of advice from other supervisors. Which suggestion is the least helpful in the due process of discipline?

• A) Record the consequences of the employee's action on the work unit.
• B) List the negative behaviour exhibited by the employee.
• C) Note the date, time, and location of the misconduct.
• D) Record the assumed intent of the employee's actions.

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Definitions:

Price

The budgeted sum anticipated, imposed, or tendered in indemnity for something.

Surplus Amount

The excess quantity of a product that occurs when the supply of the product exceeds the demand for it at a given price.

Consumer Surplus

A measure of the difference between the total amount that consumers are willing and able to pay for a good or service versus the total amount that they actually do pay.

Price

The price one must pay to obtain a service or product.