April, a Manager in a Call Center, Encourages Her Employees

question 103

True/False

April, a manager in a call center, encourages her employees to solve customers' problems without her approval of the particular situation. In this case, April is trying to empower her employees.

---

Definitions:

Power

The ability or capacity to influence or control the behavior of others or the course of events.

Need for Affiliation

A psychological term denoting an individual's desire to build relationships and feel connected to others.

Excel

A spreadsheet program developed by Microsoft that allows users to organize, format, and calculate data with formulas using a system of rows and columns.

Well-developed Capacity

A high level of readiness and ability in an organization or system to effectively carry out its operations or tasks.