Final answer:
Jocelyn is serving as a disturbance handler, a managerial role that involves addressing and resolving unexpected problems to ensure business continuity. This role is crucial when dealing with unplanned disruptions and reflects strong communication and problem-solving abilities, as seen in similar scenarios.
Step-by-step explanation:
Jocelyn is acting out the managerial role of a disturbance handler. This role involves taking charge when an unexpected problem arises, such as the bank's failure to process payments on time. Managers in this role must address issues that could disrupt the normal flow of business and work towards a resolution, often requiring communication, problem-solving, and immediate decision-making abilities.
Looking at provided situations, when the lunch-hour manager had to resolve the confusion during peak hours at a fast-food restaurant, their actions can be classified similarly under the disturbance handler role. Responding effectively to the lining up system complaint involved listening to feedback, implementing floor markings, and ultimately creating a more efficient customer experience, showcasing important managerial skills in action. In another scenario, when Noel spots a billing error and takes proactive steps to prevent an overpayment but is later met with criticism instead of commendation, it reflects the complexities and unexpected events managers often navigate.