A 311 trainee privately chats that they still cannot see the hold button. How should the instructor choose a public versus private response?
Select an answer to reveal the explanation.
Short Explanation
Private chat is a side door, not a trash can. If the trainee is embarrassed, fix the hold button there. If half the room is lost, bring the same gap out so everyone gets the light.
Full Explanation
Instructors must decide how and when to respond to needs that arrive in private chat. Dignity argues for a private reply when embarrassment is likely. Shared confusion argues for one public clarification so the whole 311 group benefits. Always broadcasting private messages, ignoring chat, or ending the session skips that judgment.