Sex And Gender
Grading Rubric for Assessment 1
Two points are assigned for the best answer(s), 1 point for acceptable answers, and 0 points for unacceptable/undesirable answers.
SECTION ONE: Read the scenario and select the best response.
1. One of your customers has just said to you, “The service here is terrible.” You should say:
a) “What is it about the service that you have not liked?” 2pts
b) “Would you like to fill out a complaint form? I can get one for you.” 1pt
c) “I realize our service is poor today. We are understaffed, so I apologize.” 1pt
d) “I am really sorry to hear you say that, but we are trying as hard as we can.” 0pt
2. A customer came to your department with an urgent question. You promised her that you would collect information about her question and answer it by noon. It will take you at least 20 minutes to gather the information needed to provide an answer. It is now 11:50 a.m. Your supervisor just scheduled a 30-minute meeting to start at noon. This meeting is for all employees in your department. You decide to:
a) Find the customer after the meeting and apologize. 0pts
b) Ask your supervisor if you can be late for the meeting. 2pts
c) Arrange to have the customer call you back at a better time. 1pt
d) Contact the customer right away and hope that she can be found. 2pts
3. Terry, who has been an employee in your department for about six months, can be careless about safety. He hasn't been involved in any serious accidents, but he's had many near misses. Your supervisor asked you to introduce a new employee, Susan, to the department and to help with her training. Terry overheard and offered to show Susan the safety procedures. Your supervisor thought that would be a great idea. What should you do?
a) Tell Terry that you think it would be better if he let you do the training. 0pts
b) Tell your supervisor that Terry has had many near-misses and not much experience. 1pt
c) Let Terry give Susan the
Two points are assigned for the best answer(s), 1 point for acceptable answers, and 0 points for unacceptable/undesirable answers.
SECTION ONE: Read the scenario and select the best response.
1. One of your customers has just said to you, “The service here is terrible.” You should say:
a) “What is it about the service that you have not liked?” 2pts
b) “Would you like to fill out a complaint form? I can get one for you.” 1pt
c) “I realize our service is poor today. We are understaffed, so I apologize.” 1pt
d) “I am really sorry to hear you say that, but we are trying as hard as we can.” 0pt
2. A customer came to your department with an urgent question. You promised her that you would collect information about her question and answer it by noon. It will take you at least 20 minutes to gather the information needed to provide an answer. It is now 11:50 a.m. Your supervisor just scheduled a 30-minute meeting to start at noon. This meeting is for all employees in your department. You decide to:
a) Find the customer after the meeting and apologize. 0pts
b) Ask your supervisor if you can be late for the meeting. 2pts
c) Arrange to have the customer call you back at a better time. 1pt
d) Contact the customer right away and hope that she can be found. 2pts
3. Terry, who has been an employee in your department for about six months, can be careless about safety. He hasn't been involved in any serious accidents, but he's had many near misses. Your supervisor asked you to introduce a new employee, Susan, to the department and to help with her training. Terry overheard and offered to show Susan the safety procedures. Your supervisor thought that would be a great idea. What should you do?
a) Tell Terry that you think it would be better if he let you do the training. 0pts
b) Tell your supervisor that Terry has had many near-misses and not much experience. 1pt
c) Let Terry give Susan the