CWS Quiz: Development Levels

Harold is a highly skilled agent but often times demonstrate low will in accomplishing his tasks. What development level is he?

• D1

• D2

• D3

• D4

Ana, a new employee, is often called out for skipping a step in filing a ticket in FELLIPA. What gap in knowledge is she demonstrating?

• strategic

• procedural

• conceptual

• situational

Jessica is your team's outlier when it comes to attendance. She's often late due to poor time management and whenever asked to address it, she will simply say 'yes' but doesn't commit to it. What is her development level?

• D1

• D2

• D3

• D4

Development levels are based on specific tasks that the individual is doing.

• True

• False

After implementing the new process within the team, it became apparent that Ryan was the only one not adhering to the correct way of documenting the cases he handled.

When questioned about this, he simply stated, "the new process is too complex for him to follow, so he reverts to the previous one, which he believes is easier and less time-consuming."

What competency gap is he demonstrating?

• knowledge

• skills

• attitude

• behavior

It requires 30 days in order for you to address behavioral gaps.

• True

• False

What is the mitigating action for employees who demonstrate attitude gap?

• buddy up

• share best practices

• case management

• assessment