Which of the Following Statements Best Describes the Communication Gap

question 84

Multiple Choice

Which of the following statements best describes the communication gap?

• A)It refers to the difference between a firm's service standards and the actual service it provides to customers.
• B)It can be reduced effectively by empowering service providers.
• C)It can be reduced by managing customer expectations effectively.
• D)It reflects the difference between customers' expectations and a firm's perception of those customer expectations.
• E)It can be closed by getting employees to meet or exceed service standards.

Identify the relationship between training, including essential skills training, and organizational performance.

Be aware of the popular types of training content and training programs within Canadian organizations.

Understand the different outcomes of job dissatisfaction and their commonalities.

Comprehend the role of rewards in sustaining high performance levels among employees.

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Definitions:

Negotiate

The act of discussing and reaching agreements between parties with differing needs or viewpoints.

Openly Fight

To engage in conflict or dispute without hiding intentions or actions, often in a public or transparent manner.

Dominate

To have control or exert power over someone or something, often in a comprehensive manner.

Capitulate

To surrender or give in to an opponent in a conflict after negotiation or resistance.