According to Frank, a Trainee, Most of What Is Covered

question 27

Multiple Choice

According to Frank, a trainee, most of what is covered in the training session will NOT work to solve their problem with poor customer service. He has a "been there, done that" attitude and is passing along his negative feelings to the group. How does your text recommend that you deal with Frank?

• A) Place his negative experiences in context.
• B) Empathize with Frank's past experience.
• C) Ask Frank to work with a group to offer suggestions for the problem.
• D) Ask Frank to move ahead and work on another problem.
• E) Either A or B

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Definitions:

Dependent Variable

In experimental research, the variable that is being tested and measured, expected to change as a result of manipulations to the independent variable.

Fear Arousal

A psychological response to a threat that increases alertness or anxiety, often studied in the context of behavior change interventions.

Attitude Change

A psychological process where an individual’s feelings, beliefs, or positions on an issue are modified through persuasion, education, or experience.

Moderate Level

A term used to describe a level of intensity, degree, or extent that is considered average or medium.