A customer at Valley State Bank approached Mary's window as she was counting and placing change in her drawer. The customer began to ask Mary questions regarding the bank's cheque clearance policy. Mary looked at the customer and responded: 'Can't you see I'm busy? Go to another window'. If Mary's supervisor records this as an example of ineffective job behaviour, the supervisor is using:
A) multiperson comparisons.
B) the critical-incident technique.
C) 360-degree feedback.
D) behaviourally anchored rating scales.
E) graphic rating scales.

Question

Quizplus · Accepted Answer

The critical-incident technique involves noting and using specific examples of particularly good or poor employee performance for evaluation purposes. Mary's response to the customer would be considered a poor performance incident, making it a relevant example for this technique.

A Customer at Valley State Bank Approached Mary's Window as She