In a 311 call-handling class, public shout-outs light up one agent and make another slump and stop volunteering. What should the instructor do about praise?
Select an answer to reveal the explanation.
Short Explanation
Public praise is a spotlight — some 311 agents bloom in it and some want the blinds closed. Same candy for every personality is not fairness; it is a one-size hat. Watch the person, then pick public or private recognition so the boost actually lands.
Full Explanation
CTT+ 4D asks the instructor to determine and apply motivational strategies for individual learners. Identical public praise can motivate one municipal agent and embarrass another into silence. Private acknowledgment is a valid reinforcer when public attention undermines participation. Dropping all recognition, or forcing a stand-up recap, ignores those individual differences.