Employees at a corporate call center have not been spending enough time at their cubicles answering phones, as required. Instead, they’ve been walking throughout the facility, talking to each other about personal matters. In other words, they’re socializing and goofing off instead of working. Important calls have gone unanswered and customer service problems have arisen as a result.

1. What types of attributions would you be prone to make about these employees, and how would these be related to the performance evaluations you give them?
2. What types of errors would you be prone to make while making these judgments, and what might you do to overcome them so that you can make more accurate judgments?
3. How might you use training, innovative reward systems, organizational behavior management programs, and discipline to address the problem?