Harold Was Reluctant to Follow a New Customer Service Policy

question 111

Multiple Choice

Harold was reluctant to follow a new customer service policy that his company adopted. Harold's boss, Elaine, told him that if he did not begin following the policy immediately that Harold would lose the chance to receive the bonus he hoped to get. Elaine used _____ to overcome Harold's resistance to change.

• A)negotiation
• B)coercion
• C)manipulation
• D)cooptation
• E)extinction

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Definitions:

Transitive

In logic and mathematics, a relation is transitive if it holds that whenever relation A relates to B, and B relates to C, then A must relate to C.

Unbalanced

Lacking equilibrium or stability in terms of emotional state, workload, resource distribution, or other areas affecting individuals or groups.

Balance Theory

A psychological theory suggesting that individuals strive for consistency among their beliefs, attitudes, and sentiments in interpersonal relationships.

Heider

Refers to Fritz Heider, an Austrian psychologist known for his contributions to attribution theory and balance theory within social psychology.