Mkize. Her self$-$image is affected by the clients shouting at her and she has burst into tears.

$3\mathrm{.}1.$ Name five$-$dimenstons of self image.

$(3)$

$3\mathrm{.}1\mathrm{.}2$ Explain two dimensions that are most appropriate to the context within which the call centre operator works.

$(22)(4)$

$?$

$3\mathrm{.}1\mathrm{.}3$ How could the following advice that John gives her, help her to cope with the situation:

Accept the situation for what it is$,$ and try to control your emotions by expressing them in a balanced manner.

$3\mathrm{.}2$ Human needs are expressed clearly in Maslow'hierarchy of needs starting from lower order needs to the highest order need. This is relevant to call centre operators and the clients. Identify a level of need according to Maslow's hierarchy of needs for each of the following examples below. Write only the level of need next to the questions number $(3\mathrm{.}2\mathrm{.}1-3\mathrm{.}2\mathrm{.}5).$

$3\mathrm{.}2\mathrm{.}1$ John Mkize feels that no$-$one in the office accepts his authority.

$3\mathrm{.}2\mathrm{.}2$ The call centre operator does not earn enough to buy her own car.

$3\mathrm{.}2\mathrm{.}3$ The CellSolutions CEO, Mike Engelbrecht, has received the Chamber of Commerce Businessman of the Year Award for $2015.$

$3\mathrm{.}2\mathrm{.}4$ The call centre operator phones her boyfriend, Adam, five times a day.

$3\mathrm{.}2\mathrm{.}5$ When the safety officer at CellSolutions sounds the fire alarm, the call centre operators run out of the building as quickly as they can.

$(51)(5)$

$3\mathrm{.}3$ Perceptual barriers could complicate matters between call centre operators $($senders$)$ and clients $($receivers$)$ during the communication on the phone. Name FOUR perceptual barriers that could impact negatively on the communication. Give a reason for each barrier mentioned.

$(42)(8)$

Total: $24$ marks

Question $4.$ Interviewing

$4\mathrm{.}1$ 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.

$(2)$