An important element of offering emotional support to employees is to
Blank
______ when they have been empowered to make decisions in dealing with the customer.

Question

An important element of offering emotional support to employees is to 
Blank
______ when they have been empowered to make decisions in dealing with the customer.

BlackTom AI · Accepted Answer

When providing emotional support to employees, the surrounding approach hinges on reinforcing positive behavioral responses while avoiding punitive measures.
Option 1: 'avoid punishing them' — This aligns with supportive leadership and psychological safety. If employees are empowered to make decisions, bypassing punishment encourages confidence, accountability, and continued proactive problem-solving. It reinforces trust that their autonomy is respected rather than micromanaged.
Option 2: 'encourage the customer to be upset' — Encouraging a customer to remain upset undermines the purpose of empowerment and support. It shifts blame away from the process and can create a hostile interaction dynamic, which is counterproductive to constructive service recovery.
Option 3: 'encourage the employee not to be supportive' — Advising someone not to be supportive contradicts the goal of emotional support and active customer care. It undermines teamwork, reduces morale, and may degrade service quality.
Option 4: 'let them talk back to the customer' — While assertiveness can be valuable, endorsing backtalk is risky. It can escalate conflicts, erode professionalism, and damages customer relationships. It also places the employee in a potentially negative posture without guidance.
In summary, avoiding punishment (Option 1) best preserves a constructive, supportive environment that enables empowered employees to handle customer interactions effectively, whereas the other options introduce behaviors that could worsen outcomes or erode trust.

An important element of offering emotional support to employees is to Blank ______ when they have been empowered to make decisions in dealing with the customer.

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