Evaluation of the 311 customer-service course shows clerks can recite the script but freeze with a hostile resident. What should the instructor suggest?
Select an answer to reveal the explanation.
Short Explanation
They know the words and still freeze — that is a missing practice, not a missing history lecture. Suggest a sandbox with a hostile resident so the next class can rehearse the hard part. Cutting practice hides the gap.
Full Explanation
When evaluation reveals a performance gap, instructors suggest new programs and activities as appropriate. Reciting a 311 script without transferring to a hostile-resident encounter indicates the current course lacks a relevant practice activity. A sandbox module targets that gap; more lecture, shorter time, or dropping practice does not. Recommendations should be specific enough for the material owner to add the activity.