Molly, a Customer Service Representative for an insurance company, was rude to one of her customers. The customer immediately contacted Molly's supervisor and lodged a complaint against Molly. Molly's supervisor then reprimanded her and recorded the incident in her file. Molly has made a conscious effort ever since not to repeat the same mistake. Which of the following instructional strategies is illustrated in this scenario?

Question

Quizplus · Accepted Answer

The scenario illustrates the instructional strategy of reinforcement, where Molly's behavior (being rude to a customer) was followed by a negative consequence (reprimand and recording the incident in her file), leading her to change her behavior to avoid similar consequences in the future. This aligns with the principles of reinforcement theory, which posits that behavior can be shaped by its consequences.

Molly, a Customer Service Representative for an Insurance Company, Was