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:

Temporary Group

A group formed for a specific short-term project or objective, with a definitive endpoint after the completion of the task.

Coordination Problems

Challenges that arise in ensuring that the tasks and activities of different individuals or departments within an organization are aligned and effectively integrated.

Mutual Adjustment

A coordination mechanism where parties continuously adapt and negotiate their work and behavior with each other in order to achieve a common goal.

Liaison Roles

Positions or duties in which an individual acts as a link to facilitate communication and coordination between different parts of an organization or between organizations.