Janis, an Administrative Assistant at a Large Firm, Is Trying

question 147

Multiple Choice

Janis, an administrative assistant at a large firm, is trying to find reasons for her boss's hostile behavior. She is likely to

• A) ignore her boss's dispositional attributions in favor of situational attributions.
• B) leap to the attribution that her boss's behavior corresponds to work demands.
• C) explore her boss's personality traits and the environmental constraints to derive an explanation.
• D) overestimate her boss's personality traits and underestimate the influence of the situation.

Recall the correct procedures for taking and managing telephone messages in a medical setting.

Identify strategies to handle difficult or angry patients calmly and professionally.

Recognize the significance of summarizing key points to ensure mutual understanding before ending a call.

Demonstrate knowledge of the use and benefits of automated and advanced communication tools in a medical office.

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Definitions:

Marginal Utility

The extra pleasure a customer receives from using an additional unit of a product or service.

Consumer Surplus

The discrepancy between the amount consumers are prepared to pay for a product or service and the actual price they pay.

Utility

A measure of satisfaction, usefulness or value that a consumer receives from any good or service.

Utility

In economics, the total satisfaction received from consuming a good or service.