The WestSide Super Store Received an Excessive Number of Customer

question 100

Multiple Choice

The WestSide Super Store received an excessive number of customer complaints.To which phase of the systems approach to training would this information be particularly important?

• A)needs assessment
• B)training design
• C)training delivery
• D)evaluation

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Definitions:

Emotional Intelligence

The set of skills that underlies the accurate assessment, evaluation, expression, and regulation of emotions.

Componential Intelligence

One part of Sternberg's Triarchic Theory of Intelligence, focusing on the analytic aspects such as problem-solving abilities and logical reasoning.

Accurate Assessment

The process of correctly evaluating or estimating the nature, ability, or quality of someone or something.

Regulation of Feelings

The management or control of one's emotions to adapt to various situations or achieve emotional stability.