At the start of 311 training, an agent said the personal goal was to close their own tickets without a supervisor. The agent just completed three closures to standard. What should the instructor do?
Select an answer to reveal the explanation.
Short Explanation
That agent wrote a personal destination on the map at 8 a.m. Three clean closures are the "you are here" sticker. Point at both so the motivation they named at the start actually pays off.
Full Explanation
CTT+ 4D includes matching learner achievement to the learner's own goals. Closing the loop — restating the opening personal objective and showing evidence of three standard 311 closures — is a targeted motivational move. Citywide metrics and a nameless certificate do not prove that personal goal. Dismissing personal objectives wastes information the instructor already elicited.