Bob demonstrates to trainees how to handle angry customers who call the firm's help line.Each trainee is then assigned a role to play in a simulated telephone conversation to help the trainees practice the proper communication skills.Which training technique is Bob most likely using?
A) behavior modeling
B) informal learning
C) apprenticeship training
D) vestibule training

Question

Quizplus · Accepted Answer

Behavior modeling involves first showing trainees the right (or "model") way of doing something. Then the instructor lets trainees practice that way before providing feedback on the trainees' performance.

Bob Demonstrates to Trainees How to Handle Angry Customers Who