Question

A customer service representative spends several hours practicing with the various forms and paperwork required of the company for handling customer service situations. Which of the following basic areas of learning is the representative trying to improve upon?

1) Cognitive learning
2) Behavioral learning
3) Social learning
4) Emotional learning

Answer 1

The customer service representative is improving cognitive learning by engaging in activities that require making mental images, anticipating outcomes, and applying past experiences to handle paperwork effectively.

Step-by-step explanation:

The customer service representative is trying to improve upon cognitive learning. This type of learning involves multiple brain processes, such as making mental images of objects, imagining changes or behaviors, and anticipating consequences. Cognitive learning also encompasses remembering past experiences and sensory-based inputs to form a comprehensive understanding of the subject matter.

Cognitive learning is the most complex type of learning and is essential for understanding intricate concepts and procedures like those related to handling various forms and paperwork in a company. It is distinct from the other basic forms of learning such as classical conditioning, operant conditioning, and observational learning, as it requires active mental engagement to manipulate information.

By practicing with the paperwork, the customer service representative is honing skills that involve critical thinking and problem-solving, which are part of cognitive learning processes.