Bob Demonstrates to Trainees How to Handle Angry Customers Who

question 44

Multiple Choice

Bob demonstrates to trainees how to handle angry customers who call the firm's help line.Each trainee is then assigned a role to play in a simulated telephone conversation to help the trainees practice the proper communication skills.Which training technique is Bob most likely using?

• A) behavior modeling
• B) informal learning
• C) apprenticeship training
• D) vestibule training

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Definitions:

High Blood Pressure

A condition in which the force of the blood against the artery walls is too high, potentially leading to health problems, such as heart disease.

Elevated Cholesterol Levels

Higher than normal amounts of cholesterol in the blood, which can increase the risk of heart disease.

Traumatic Events

Incidents that involve exposure to actual or threatened death, serious injury, or sexual violence, leading potentially to lasting psychological impact.

Psychological Distress

A state of emotional suffering characterized by symptoms of depression and anxiety, often due to adverse life circumstances or psychological disorders.