Bob Demonstrates to Trainees How to Handle Angry Customers Who

question 44

Multiple Choice

Bob demonstrates to trainees how to handle angry customers who call the firm's help line.Each trainee is then assigned a role to play in a simulated telephone conversation to help the trainees practice the proper communication skills.Which training technique is Bob most likely using?

• A) behavior modeling
• B) informal learning
• C) apprenticeship training
• D) vestibule training

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Definitions:

Servant Leaders

Leaders who prioritize the growth, well-being, and development of their team members above their own self-interest, focusing on serving others.

Empower

To give someone the authority or power to do something; enabling individuals or teams to take decisions and actions independently.

Authority

The power or right to give orders, make decisions, and enforce obedience.

Leadership Literature

Publications and scholarly works that explore theories, practices, and studies related to leadership and its effects in various contexts.