Before Putting a Caller "On Hold," You Should

question 48

Multiple Choice

Before putting a caller "on hold," you should:

• A) Find out if the call is about an emergency
• B) Thank the person for calling
• C) Take a message
• D) Ask how long the caller can wait

---

Definitions:

Dehumanization

The tendency to hold stereotypic views of outgroup members as animals rather than humans

Stereotype Threat

The situational predicament in which individuals are at risk of confirming negative stereotypes about their social group.

System Justification

A theory suggesting that people have a psychological tendency to defend and justify the status quo, even if it is disadvantageous to them, to maintain stability and a sense of legitimacy in society.

Nazi Propaganda

The widespread promotion of Nazi ideology and policies through controlled media and messaging to manipulate public opinion and belief during the Nazi regime in Germany.