Carrie recently received the Employee of the Year award at the call center where she works as a customer service representative.
She was chosen for the award because she is known to be highly courteous toward even the most difficult of callers and is efficient at handling their queries. A month after receiving the award, Carrie submits her resignation. According to her exit interview, she felt burnt out. Which of the following best explains this situation?
A) Carrie was overwhelmed by the award.
B) Carrie lacked the skills and motivation to perform her job in an effective manner.
C) Carrie felt the strain of having to constantly fake positive emotions towards her customers.
D) Carrie was demotivated by the lack of recognition and respect from her peers.
E) Carrie was unable to empathize with her callers and the problems that they faced.
Question 2
Jean Wills, a trainer with Leverage Inc, is infuriated because the conference hall that she had booked for her morning session with a new batch of trainees will be occupied by the HR team for the day.
Jean feels that the company only superficially commits to training and that it is not a priority as this lack of facilities for training is a recurring phenomenon. Recently, she had asked the HR department to supply printed copies of her material for the orientation and training modules to the new trainees, and HR refused, saying the soft copies available on the systems would suffice. Which of the following contextual areas is the source of problem between the training department and the HR department in this scenario?
A) performance evaluation
B) reward systems
C) adequate resources
D) leadership
E) structure
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