Question

Pascal is a customer-service representative who handles phone inquiries. He has a goal of handling 12 calls per hour. When he gets a customer with a complex situation, he tends to become short with that person to keep the call short. This is an example of _________.A. Ill-conceived goals
B. Motivated blindness
C. Indirect blindness
D. The slippery slope
E. Overvaluing outcomes

Answer 1

Answer:

A. Ill-conceived goals

Explanation:

Ill-conceived goals refers to setting of goals or incentives in order to promote a desired behavior whereas indirectly encouraging a negative one.

When setting ill-conceived goals, the unintended effects of these goals should duly be taken into consideration.

Answer 2

Answer:

A. Ill-conceived goals

Explanation:

Ill-conceived goals refers to the unethical behavior of setting goals or incentive in an attempt to promote a desirable outcome or behavior, while a negative or undesirable behavior is encouraged. It is like, “robbing Peter to pay Paul”.

The case of Pascal can be said to be an example of ill-conceived goals. Pascal sets a go of handling 12 calls per hour, which seem to serve as a good motivator of being productive, however, to meet his goal, he is also encouraging the undesirable behavior of not attending to customers with complex issues as he ought to have handled them.