Andrea, the Floor Supervisor at a Call Center, Calls Bryan

Multiple Choice

Andrea, the floor supervisor at a call center, calls Bryan, a call attendant, to her office. She reports observing a few critical omissions in his calls, a finding supported by recent employee ratings. Andrea discusses with Bryan a few ways to improve his productivity. Bryan feels that Andrea is overreacting. Which of the following is a valid observation of this scenario?

A) Andrea failed to express an unpopular viewpoint.
B) Bryan needs to learn to receive feedback.
C) The office lacks a communication system.
D) Bryan is self-managing and requires low supervision.