John Mkize, the call centre team leader, decides to interview a few of the call centre

operators to determine the facts related to the clients$$ calls.

$4\mathrm{.}1\mathrm{.}1$ What kind of interview would this be$?(2)$

$4\mathrm{.}1\mathrm{.}2$ Name two kinds of questions John could ask the call centre operators. $(2)$

$4\mathrm{.}1\mathrm{.}3$ Formulate two specific questions related to the scenario that John could ask the call

centre operators to determine what happened during specific calls. $(2$ x $2)(4)$

$10$

$4\mathrm{.}2$ John Mkize finds out in the course of the day, that an employee, who has been disciplined

recently had sent out the email in question to clients. After discussion with management, a

decision is taken to summon this agent, Spike Croxley, to a disciplinary interview.

$4\mathrm{.}2\mathrm{.}1$ Write a definition of a disciplinary interview. $(5)$

$4\mathrm{.}2\mathrm{.}2$ Why would eye$-$contact with the respondent $($Spike Croxley$)$ be important during a

disciplinary interview? $(3)$

Total: $16$ marks

Total Section B: $70$ marks