Each Month,a Manager Must Select a Different Employee to Call

question 10

Essay

Each month,a manager must select a different employee to call on a difficult but important client.To maintain morale as well as a high level of customer service with the difficult client,the manager asks employees to volunteer for the assignment.Identify the schedule of reinforcement and the nature of the reinforcement contingency that would be most appropriate for the manager to use in order to maintain high levels of volunteerism for this undesirable assignment.Be sure to clarify any assumptions that you make in developing your answer.

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Definitions:

Cultural Competence

Process in which the health care professional continually strives to achieve the ability and availability to work effectively with individuals, families, and communities.

Multicultural Context

A setting or situation that involves the presence and interaction of people from diverse cultural backgrounds.

Rapport

A positive relationship characterized by mutual respect, trust, and understanding between two or more parties.

Suspend Judgment

Temporarily refraining from forming an opinion or conclusion until all evidence is presented and considered.