Barry, a Customer Service Executive, Finds It Difficult to Handle

question 33

Multiple Choice

Barry, a customer service executive, finds it difficult to handle an angry customer. He asks his supervisor, Ben, to handle the situation. Ben listens to the customer patiently and apologizes for the inconvenience caused. This calms the customer down. In the context of supervisory skills, Ben primarily used ________ skills to solve the problem.

• A) technical
• B) human relations
• C) conceptual
• D) decision-making

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Definitions:

Formal Sociology

Simmel’s theory that argues that different human interactions, once isolated from their content, can be similar in form.

Social Processes

Ongoing actions and events through which individuals and groups interact, develop, and are influenced within a society.

Interactions

Interactions are the reciprocal actions or influences that people or things have on one another, often leading to new outcomes or understandings within social contexts.

Georg Wilhelm Friedrich Hegel

A German philosopher of the late Enlightenment period whose dialectical method emphasized the progression of thesis, antithesis, and synthesis.