When a Customer Service Manager Works to Defuse a Situation

question 21

Multiple Choice

When a customer service manager works to defuse a situation with an irate customer, which of Mintzberg's roles is he or she taking on?

• A) Liaison.
• B) Disturbance handler.
• C) Negotiator.
• D) Resource allocator.
• E) Leader.

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Definitions:

Dizygotic Twins

Twins that develop from two different eggs fertilized by two different sperm cells, also known as fraternal twins.

Genes

Units of heredity made up of DNA, residing in the chromosomes; they are responsible for guiding the cell in making proteins and determining an organism's inherited traits.

Adoption Studies

Research that compares biologically related people, including twins, who have been reared either separately or together, to understand genetic and environmental influences.

Genetics

The study of heredity and the variation of inherited characteristics.