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M: Organizational Behavior 2nd Edition by Steven McShane, Mary Von Glinow
Edition 2ISBN: 978-0077801960M: Organizational Behavior 2nd Edition by Steven McShane, Mary Von Glinow
Edition 2ISBN: 978-0077801960 Exercise 173
Scenario: Marin's Call Center
Marin works in a call center where their performance is judged based upon key performance indicators such as average time to answer the call, average handle time, and abandon rates. The call center displays the average of these times on large electronic boards as well as a count the number of customers that are waiting. They actively work at reducing all of these numbers and have weekly meetings to discuss each person's performance and ways they are able to improve.
Marin's supervisor always highlights the things Marin did well in the previous week and encourages her to continue in these activities. Marin's supervisor is providing feedback through:
A) irrelevant means.
B) appreciative coaching.
C) positive reinforcement.
D) creating excitement.
E) measurable goal setting.
Marin works in a call center where their performance is judged based upon key performance indicators such as average time to answer the call, average handle time, and abandon rates. The call center displays the average of these times on large electronic boards as well as a count the number of customers that are waiting. They actively work at reducing all of these numbers and have weekly meetings to discuss each person's performance and ways they are able to improve.
Marin's supervisor always highlights the things Marin did well in the previous week and encourages her to continue in these activities. Marin's supervisor is providing feedback through:
A) irrelevant means.
B) appreciative coaching.
C) positive reinforcement.
D) creating excitement.
E) measurable goal setting.
Explanation
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M: Organizational Behavior 2nd Edition by Steven McShane, Mary Von Glinow
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