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Behavioral Heuristics

Behavioral Heuristics

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Running Head: BEHAVIORAL HEURISTICS 1

Behavioral Heuristics

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BEHAVIORAL HEURISTICS 2

Behavioral Heuristics

Behavioral heuristics are normally utilized in problem solving and decision-making

processes but they can lead to disastrous decisions if left unchecked. Availability and

anchoring are exemplary examples of behavioral heuristics, which can lead to these

disastrous decisions (Gigerenzer, Hertwig & Pachur, 2011). I once worked for the Automated

Health Services as an intern in the Human Resources department. This department was

recruiting for customer services representatives for the call center department, which was in

charge of both outgoing as well as incoming calls. Majority of these incoming calls were

from potential clients who wanted information regarding Medicare recipients since

Automated Health Services had won many contracts from various government programs

from different states. The call center needed to be expanded and therefore a decision was

agreed upon that the customer service representatives to be recruited should be bilingual in

Spanish.

After the recruitment, it was noticed after two weeks that the new customer service

representatives were answering many enquiries in English unlike the previous trend whereby

majority of the callers were Spanish speaking. I was instructed to investigate the matter by

the Human Resource manager and why there was a initial requirement of recruiting new

customer service representatives who were bilingual in Spanish. I realized that the call center

manager had made her decision based on two behavioral heuristics. The call center manager

had chosen Spanish since majority of the employees working there were Spanish and

therefore when she had them talking to each other in Spanish, she assumed that they were

talking to potential clients over the phones. This is a good example of availability heuristic

since she made decision based on easy available information (Gigerenzer, Hertwig & Pachur,

2011). The call center manager had not made a thorough investigation.

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Behavioral Heuristics Name Institution Behavioral Heuristics Behavioral heuristics are normally utilized in problem solving and decision-making processes but they can lead to disastrous decisions if left unchecked. Availability and anchoring are exemplary examples of behavioral heuristics, which can lead to these disastrous decisions (Gigerenzer, Hertwig & Pachur, 2011). I once worked for the Automated Health Services as an intern in the Human Resources department. This department was recruiting for customer services representatives for the call center department, which was in charge of both outgoing as well as incoming calls. Majority of these incoming calls were from potential clients who wanted information regarding Medicare recipients since Automated Health Services had won many contracts from various government programs from different states. The call center needed to be expanded and therefore a decision was agreed upon that the customer service representatives to be recruited should be bilingual in Spanish. After the recruitment, it was noticed after two weeks that the new customer service representatives were answering many enquiries in English unlike the previous ...
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