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:

Gender Role

A set of societal norms dictating the types of behaviors which are generally considered acceptable, appropriate, or desirable for people based on their actual or perceived sex.

Gender Identity

A person’s inner concept of themselves in relation to the ideas of being male, female, both, or neither.

Love And Belongingness

A fundamental human need for affectionate relationships and a sense of community and acceptance.

Physiological Needs

Basic physical requirements for human survival, such as food, water, shelter, and sleep, considered foundational in Maslow's hierarchy of needs.