ABSTRACT
Read the following case incident, and then deal with the questions which follow. Write your answers on a separate sheet of paper.
Petra was a slave to the telephone. Whoever called, Petra would put herself out to deal with the query or problem herself, and straight away. She was good at this job and many of the customers would ask for her specifically, when they wanted someone to take action. Trouble was, Petra was a girl who couldn’t say no to people who wanted her help. After a while, she was getting more calls than all of the rest of the people in the office combined. People would come to her not only with genuine queries, but just to burden her with their problems. Petra would try to deal with problems that had not the remotest connection with her department or her job.
