At a Company Call Center, an Incentive Program Rewards Employees

question 19

Multiple Choice

At a company call center, an incentive program rewards employees based solely on the number of customers served. Since faster service is achieved by reducing service quality, service declines. This is an example of ________.

• A) management programs enhancing the effects of direct leadership behavior
• B) management programs limiting the effects of direct leadership behavior
• C) direct behaviors facilitating the implementation of a strategy or program
• D) direct behaviors impeding the implementation of a strategy or program

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Definitions:

Self-Awareness

Self-Awareness involves the conscious knowledge of one’s own character, feelings, motives, and desires, playing a critical role in personal development.

Cross-Cultural

Involving or bridging the differences between cultures, often with a focus on understanding and interaction.

Social Skill

The ability to interact and communicate effectively with others in a socially appropriate manner.

Emotional Intelligence

The ability to understand, use, and manage one's own emotions in positive ways to relieve stress, communicate effectively, empathize with others, overcome challenges, and defuse conflict.