Mateo's Employee Made an Error in a Quotation That Was

question 52

Multiple Choice

Mateo's employee made an error in a quotation that was sent to one of Mateo 's valued customers. This placed Mateo in an extremely awkward position with the customer. Mateo was furious with his employee and wanted to communicate this to him in the best way possible. Which of the following statements illustrates the most effective use of a phrase that communicates an appropriate tone?

• A) I want you to have your documents reviewed by a peer before you send them to the customer.
• B) Are you always this incompetent?
• C) You should have double-checked the document before you sent it to our customer.
• D) Please learn from your mistakes.
• E) You have put me in an awkward position and this should not happen again.

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Definitions:

Hygiene Factors

Factors related to the work environment that do not necessarily motivate employees if present but can cause dissatisfaction if missing, as identified in Herzberg's Two-Factor Theory.

Herzberg's Two-Factor Theory

Herzberg's Two-Factor Theory posits that job satisfaction and dissatisfaction arise from two different sets of factors – motivation factors and hygiene factors.

Job Enrichment

The upgrading of a job that makes it more interesting, meaningful, or rewarding and provides long-term motivation.

High Achievement

The attainment of superior levels of performance or accomplishment, often exceeding common standards.