Pascal Is a Customer-Service Representative Who Handles Phone Inquiries

question 25

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.

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Definitions:

Preference

A greater interest in or desire for one thing over another.

Learned Helplessness

A condition in which a person suffers from a sense of powerlessness, arising from a traumatic event or persistent failure to succeed.

Seligman

Martin Seligman is a psychologist who played a key role in the development of positive psychology, focusing on topics like optimism, resilience, and well-being.

Operant Behavior

A response made by an individual that is followed by certain consequences, influencing the likelihood of the behavior occurring again.