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Additional Case 8.1 Aysha, an HR Manager, Has Been Assigned the Task of the Task

question 22

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Additional Case 8.1
Aysha, an HR manager, has been assigned the task of implementing a training and development program at her firm, Singer Enterprises. The firm has offices in New York, California, and India. Executives at the firm want to develop more innovative products and improve customer service. Singer employs 50 product development specialists and 200 customer service representatives.
Aysha must determine the fit between the current organizational culture at Singer and the firm's new mission and vision. After gathering the results of a needs assessment, Aysha will be responsible for implementing appropriate training programs. In an initial review, Aysha discovers that a large percentage of customer service errors stem from representatives who simply do not remember all the different pricing programs and policy changes. Aysha also learns that the firm's product development team is scattered throughout the firm's offices and that members rarely have face-to-face meetings.
-Refer to Additional Case 8.2.Which of the following would be the best method for improving the firm's customer service?

Definitions:

Prejudice Characteristics

Involves preconceived opinions that are not based on reason or actual experience, often manifesting as unfair biases or judgments toward others.

Work Experience

The duration and quality of participation in professional environments, acquiring skills and knowledge applicable to one’s career or job role.

Advancement Barrier

Obstacles that hinder individuals' progress or promotion within an organization, often impacting underrepresented or marginalized groups disproportionately.

Gender Stereotypes

Preconceived notions or beliefs about the abilities, attributes, and roles of individuals based solely on their gender.