Training and development

Correct answer: A. Training

Training is the correct answer because the employees are already suitable but lack a specific skill. Training is a staffing activity through which employees receive planned instruction, practice, feedback, and guidance to improve knowledge, skills, and job performance. Customer communication can be developed through role-play, product and service information, listening practice, and supervised interaction. Deviation comparison belongs to controlling, division of work belongs to organising, and budget control is a control technique rather than the staffing response to a skill gap. Recruitment or replacement is also unnecessary on the facts given, because the employees are described as suitable. The most direct first step is therefore targeted training, followed by evaluation and further development if required.

Correct answer: A. Creating a permanent payment policy, training, audit, and crisis-communication framework

The governing concept is organisational learning: a temporary disruption becomes capability when the firm converts experience into repeatable systems. A permanent payment policy clarifies approved methods and responsibilities; employee training helps people apply it consistently; audits check whether controls actually work; and crisis communication keeps customers and stakeholders informed. Together, these measures make the organisation more prepared for a future shock instead of merely reacting once. Option A is therefore correct. Option B is only a short-lived operational action and does not create institutional learning. Option C removes an important source of trust and feedback, while D weakens control, transparency, and legal compliance. Capability is shown by durable routines, not by an isolated emergency response.