Oralia Is Conducting a Training Seminar on How to Deal

question 14

Multiple Choice

Oralia is conducting a training seminar on how to deal with angry customers. She has defined the skills, demonstrated the process, and given the trainees a chance to role play. Oralia should do all of the following to encourage trainees except:

• A) Ask the trainees to identify the areas in which they are the most proficient.
• B) Provide honest positive feedback about what she observed.
• C) Offer suggestions for improvement.
• D) Ask other participants for positive feedback.
• E) all of the above techniques should be used to encourage trainees.

---

Definitions:

Personality Traits

Characteristics or qualities that form an individual's distinctive character, often used to predict behavior and attitudes.

Hardworking

Characterized by diligent effort and perseverance in completing tasks.

Dependable

Capable of being trusted or relied upon consistently.

Biopsychologist

A scientist who studies the biological basis of behavior, often exploring how the brain and nervous system influence thoughts, feelings, and actions.