A Call Center Manager Hopes to Improve the Performance of Her

question 16

Multiple Choice

A call center manager hopes to improve the performance of her staff by decreasing the average time spent on a call.First,she sets up a performance board where the average length of a call for the previous week is posted and compared to the average call length for the preceding four weeks.Then,she encourages the staff to reduce the average.According to goal-setting theory,how could she improve this scheme?

• A) She should make the goal easier.
• B) She should make the goal more specific.
• C) She should make the goal more general.
• D) She should make the goal incomprehensible.

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Definitions:

Guthrie

proposed the one-trial learning theory, emphasizing that a stimulus paired once with a response can establish a connection, in contrast to theories requiring multiple pairings.

Stimuli

External or internal factors that elicit responses from biological organisms.

Response

An action or change in behavior that occurs as a result of a stimulus.

Habit Method

A technique in behaviorism for forming or breaking habits through repeated practice and reinforcement.