Imagine you are participating in a behaviour modelling training program to improve customer service skills. During the training, you observe a video of an experienced employee successfully handling a difficult customer. Next, you practice the same techniques demonstrated in the video, one step at a time, receiving feedback after each attempt. Once you have mastered and received reinforcement for all steps, you apply these skills in your actual job environment. Which phase of the behaviour modelling training are you in when you practice the techniques one step at a time and receive feedback after each attempt? Question 40 Answer a. Rehearsal b. Observation c. Reinforcement d. Transfer