An upcoming production rollout could heavily impact normal off-shifts. You decide to move schedules to cover the upcoming increase in calls. After the staff expresses their concerns about having to work the new shifts with little warning, you

still decide to implement your off-schedule shift change.

Which leadership trait does this show?

A. the ability to encourage team participation

B. the ability to discourage one-person domination

C. the ability to execute a plan despite adverse conditions

D. the ability to identify unpopular decisions as still necessary

Which statement about contract staffing is true?

A. Contract employees can only be let go by their company.

B. Contract employees receive more benefits than full-time employees

C. Contract employees may hinder teamwork if they do not work closely with full-time employees

D. Contract employees are allowed to work hours that are not specifically defined by their company.

If individual performance problems continue for an extended time, the Help Desk manager may need to resort to positive discipline. Positive discipline places responsibility for appropriate performance on the

A. manager

B. employee

C. employee's colleagues

D. Human Resources Director

Which four factors are important when dealing with an individual's performance problem? (Choose four)

A. timeliness

B. personality

C. consequences

D. specific details

E. performance responsibility

What is the most likely benefit of implementing a knowledge management system in a support center?

A. Implementing a knowledge management system allows customers to troubleshoot all of their own incidents.

B. Implementing a knowledge management system helps build rapport among teams in the support center.

C. Implementing a knowledge management system increases the customer's dependence upon support services.

D. Implementing a knowledge management system supports computer-telephony integration.