Employees Who Adopt Extra-Role Behaviours Can Be a Critical Asset

question 36

True/False

Employees who adopt extra-role behaviours can be a critical asset in handling complaints.

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Definitions:

Assertive Behavior

A communication and behavior style characterized by confidently expressing one’s opinions and needs while respecting the rights of others.

Submissive Behavior

Conduct that shows readiness to conform to the authority or will of others, often characterized by a lack of resistance or assertiveness.

Passive Behavior

A tendency to submit to situations or others’ desires without adequate resistance or assertiveness, often avoiding conflict or responsibility.

Passive-aggressive Behavior

A pattern of indirectly expressing negative feelings instead of openly addressing them.