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You are the office manager of a large firm. Your company prides itself on its high-quality customer service. Lately, complaints have surfaced that an increased number of incoming calls are being misrouted or dropped. Yesterday, when passing by the main reception area, you noticed the receptionist fiddling with his hearing aid. In the process, a call came in and would have gone unanswered if not for your intervention. This particular receptionist had earned an unsatisfactory review three months earlier for tardiness. Your inclination is to urge this 20-year employee to retire or to fire him, if retirement is rejected, but you know the individual is well liked and seen as a fixture in the company.

a) Pose several hypotheses that might account for dropped or misrouted incoming calls.

b) Using the double movement of reflective thought, show how you would test these hypotheses.

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