Oralia is conducting a training seminar on how to deal with angry customers. She has defined the skills, demonstrated the process, and given the trainees a chance to role play. Oralia should do all of the following to encourage trainees except:
a. Ask the trainees to identify the areas in which they are the most proficient.
b. Provide honest positive feedback about what she observed.
c. Offer suggestions for improvement.
d. Ask other participants for positive feedback.
e. all of the above techniques should be used to encourage trainees.
c
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Indicate whether the statement is true or false