Question 7 (1 point) If an employeeTemains calm and professional even when a customer is upset, they are demonstrating: Self-Control b Conflict Management c Transparency d Resolution Time

## Step 1<br />The problem presents a scenario where an employee remains calm and professional even when a customer is upset. The task is to identify the correct term that best describes this behavior.<br /><br />## Step 2<br />Let's analyze each option:<br />- Self-Control: This term refers to the ability to control one's emotions, behavior, and desires in the face of external demands. In this context, the employee is controlling their emotions and behavior, which aligns with the definition of self-control.<br />- Conflict Management: This term refers to the process of limiting the negative aspects of conflict and increasing the positive aspects of conflict. While the employee is managing a conflict (the upset customer), the term doesn't specifically describe the employee's behavior.<br />- Transparency: This term refers to the quality of being clear and easy to understand. It doesn't describe the employee's behavior in this scenario.<br />- Resolution Time: This term refers to the time taken to resolve a conflict or problem. It doesn't describe the employee's behavior in this scenario.<br /><br />## Step 3<br />Based on the analysis, the term that best describes the employee's behavior is 'Self-Control'.