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Molly, a Customer Service Representative for an insurance company, was rude to one of her customers. The customer immediately contacted Molly's supervisor and lodged a complaint against Molly. Molly's supervisor then reprimanded her and recorded the incident in her file. Molly has made a conscious effort ever since not to repeat the same mistake. Which of the following instructional strategies is illustrated in this scenario?

a. Reinforcement
b. Passive learning
c. Behavioral modeling
d. Overlearning

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Answer: a. Reinforcement

Explanation:

Reinforcement is a method of correcting behavior by either positive methods or negative. Positive methods involve using a reward and negative involves using punishment.

This falls under negative reinforcement as it is a punishment. Molly was punished by her supervisor by her being reprimanded and the incident being put on her file. It led to her being more conscious of the event in future which meant that the reinforcement corrected her behavior.

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