Nobuko Is a Customer Service Representative at Call Center Central

question 34

Multiple Choice

Nobuko is a customer service representative at Call Center Central. She thought a job answering phones all day would be easy, and at first it seemed to be. But over time, the large daily call volume and number of angry or aggressive callers made her edgy, and she found herself being short with customers for no reason. She started having muscle spasms and began to get headaches while at work. Nobuko's physical symptoms are examples of

• A) poor decision-making.
• B) personality quirks.
• C) stress reduction.
• D) stressors.
• E) strains.

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Definitions:

Primary Emotions

Basic human feelings that arise naturally in response to specific stimuli, and are universally recognized, such as happiness, sadness, fear, and anger.

Self-Conscious Emotions

Emotions that involve a reflection on the self, such as shame, guilt, pride, and embarrassment.

Inhibited Temperament

A personality trait often seen in children who are characteristically shy, fearful, and cautious in new situations or with unfamiliar people.

Biological Influences

Factors deriving from genetics and physiological processes that affect an individual's behavior, development, and health.