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.

---

Definitions:

Operant Behavior

A concept in behavioral psychology referring to behavior that is controlled or influenced by its consequences, including rewards and punishments.

Primary Reinforcer

A stimulus that satisfies basic survival instincts such as food, water, and warmth, and doesn't require learning to become effective.

Conditioned Reinforcer

a stimulus that gains its reinforcing power through association with a primary reinforcer, used to increase the likelihood of a specific response in operant conditioning.

Reinforcing Power

The ability of a stimulus to increase the likelihood of the repetition of a behavior when it is presented following that behavior.