When Answering the Telephone, You Should Always Be Courteous, ________

question 29

Short Answer

When answering the telephone, you should always be courteous, ________, and pleasant, regardless of how busy you are.

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Definitions:

Outgroup Derogation

A psychological phenomenon where people tend to view and judge members of a group to which they do not belong less favorably than their own group (ingroup).

Self-Serving Attributions

A cognitive bias where individuals attribute their successes to internal or personal factors while attributing failures to external or situational factors.

Implicit Prejudice

Negative attitudes or affective reactions associated with an outgroup, for which the individual has little or no conscious awareness and which can be automatically activated in intergroup encounters.

Unconsciously

The process of thoughts, feelings, or behaviors occurring without conscious awareness or intention by the individual.