Pascal Is a Customer Service Representative Who Handles Phone Inquiries

question 70

Multiple Choice

Pascal is a customer service representative who handles phone inquiries. He has a goal of handling 12 calls per hour. When he gets a customer with a complex situation, he tends to become short with that person to keep the call short. This is an example of:

• A) Ill-conceived goals
• B) Motivated blindness
• C) Indirect blindness
• D) The slippery slope
• E) Overvaluing outcomes

Comprehend the distribution of power in institutions and organizations.

Differentiate between leader-member exchange theory and social exchange theory.

Recognize the expectations towards followers' contribution to leadership outcomes.

Analyze the concept of timing in the norm of reciprocity.

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Definitions:

Excessive Anxiety

A level of anxiety that goes beyond what is considered normal or beneficial, often impairing daily functioning.

Relaxation Techniques

Various methods or activities designed to reduce stress and tension in the mind and body, enhancing overall well-being.

Successful Group Session

A meeting or gathering of individuals where the intended objectives or outcomes are effectively achieved.

Distributed-Functions

The allocation of different tasks or roles among various members of a group to enhance efficiency or effectiveness.