You Are the Human Resources Manager for a Large Computer

question 12

Multiple Choice

You are the human resources manager for a large computer company, Fusion, Inc. You have just given performance feedback to Amina, who troubleshoots computer problems that customers have via the phone. You praise Amina for her accurate solutions to problems. However, at times she has shown impatience with computer illiterate customers. You give examples of this and discuss with her why this happens and how she can correct this behavior. Afterwards, you review how the performance feedback went and realize that you forgot to include an important element. You plan to correct this by having another meeting with Amina, during which you will

• A)emphasize to her that she has shown little indication of being able to correct her performance in the past and you hope she can do better in the future.
• B)give her more examples of how she has shown impatience toward computer illiterate customers and inform Amina that you will be checking her performance in the next few weeks.
• C)determine with her the amount of time she needs to implement a more patient attitude toward customers and tell her that you will check in with her to see how she is progressing during this period.
• D)mention to Amina that she wears dresses that have loud, clashing colors, which is inappropriate for the office in which she works.

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Definitions:

Respected Authorities

Individuals or organizations recognized for their expertise and trusted influence in a particular field or subject matter.

Financially Benefit

To gain monetary advantage or profit from a particular action or situation.

Biased

Showing an unfair preference or prejudice towards someone or something.

Ethical

Relating to moral principles or the branch of knowledge dealing with these, often guiding behavior in terms of right and wrong.