Susan, a Telemarketing Executive of a Company Producing Household Appliances

question 44

Multiple Choice

Susan, a telemarketing executive of a company producing household appliances, receives a complaint from one of the customers for a week's delay in delivery. In order to pacify the customer, Susan offers to deduct delivery charges. Susan takes this decision because the customer happensto be a regular user of the company's products and she does not want the company to lose a valuable customer. Which style of conflict management is Susan using in the given example?

• A) Accommodative style
• B) Competitive style
• C) Sharing style
• D) Avoidant style

Understand the factors influencing conformity and decision-making in social settings.

Grasp the concept of cooperation and how group dynamics affect it.

Distinguish between altruistic and egoistic motivations for helping behaviors.

Analyze the role of empathy in promoting prosocial behavior.

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Definitions:

Cognitive Psychologists

Scientists who study mental processes such as perception, memory, thought, and problem-solving.

Positive Psychology

The study of happiness and well-being, focusing on strengths and virtues that enable individuals and communities to thrive.

Observer Bias

A form of cognitive bias that occurs when researchers' expectations, beliefs, or preferences influence their observations and recording of data, potentially affecting the validity of the results.

Psychoanalytic Psychology

A branch of psychology focusing on the influence of unconscious mind on human behavior, founded by Freud.