Question 1

Which of the following points is NOT one that managers who want to design team training should keep in mind?

Accepted Answer

A) team building is a difficult and comprehensive process 
B) skills need to be acquired through practice and review of the performance of the team 
C) additional training is required to assimilate new members 
D) team building is always a linear sequence of "forming,storming,norming and performing" 
A) team building is a difficult and comprehensive process 
B) skills need to be acquired through practice and review of the performance of the team 
C) additional training is required to assimilate new members 
D) team building is always a linear sequence of "forming,storming,norming and performing"

Question 2

Which evaluation assesses how much employee learning occurs during the training program?

Accepted Answer

A) results evaluation 
B) behaviour evaluation 
C) reaction evaluation 
D) learning evaluation 
A) results evaluation 
B) behaviour evaluation 
C) reaction evaluation 
D) learning evaluation

Question 3

What are two principal criteria for determining promotions?

Accepted Answer

A) seniority and salary 
B) knowledge and skills 
C) merit and seniority 
D) seniority and knowledge 
A) seniority and salary 
B) knowledge and skills 
C) merit and seniority 
D) seniority and knowledge

Question 4

The best method to use in the training of air pilots is simulation.

Accepted Answer

A) True 
 B)False

Question 5

What are the two basic types of diversity training?

Accepted Answer

A) tolerance building and acceptance building 
B) awareness building and tolerance building 
C) awareness building and skill building 
D) skill building and team building 
A) tolerance building and acceptance building 
B) awareness building and tolerance building 
C) awareness building and skill building 
D) skill building and team building

Question 6

Transfer of training is more likely to occur when the training includes identical elements of the job.

Accepted Answer

A) True 
 B)False

Question 7

Scenario 5.2 Customer Complaint about Counter Crew
RJ's Fastfoods is a quick service restaurant.All new employees are required to provide certificates or transcripts showing that they received over 30 hours of training in server intervention and have a food safety certificate.All employees receive the company orientation DVD and accompanying booklet.The manager was continuing to receive a growing number of customer complaints about the slow service of the Counter Crew.
-Please refer to Scenario 5.2.What is an approach the manager can take to maximize the transfer of training back to the job?

Accepted Answer

A) feature broad elements of the job in the actual training 
B) focus on a few specific principles that can be adapted to fit all work environments 
C) establish a climate for transfer with the manager being supportive and ensuring that the employee uses the new skills 
D) ensure there is continued financial support for training back to the job 
A) feature broad elements of the job in the actual training 
B) focus on a few specific principles that can be adapted to fit all work environments 
C) establish a climate for transfer with the manager being supportive and ensuring that the employee uses the new skills 
D) ensure there is continued financial support for training back to the job

Question 8

Everything learned during training programs is transferred and utilized on the job.

Accepted Answer

A) True 
 B)False

Question 9

Scenario 5.2 Customer Complaint about Counter Crew
RJ's Fastfoods is a quick service restaurant.All new employees are required to provide certificates or transcripts showing that they received over 30 hours of training in server intervention and have a food safety certificate.All employees receive the company orientation DVD and accompanying booklet.The manager was continuing to receive a growing number of customer complaints about the slow service of the Counter Crew.
-Please refer to Scenario 5.2.What is an initial step that the manager could take to resolve this customer service problem?

Accepted Answer

A) provide training to the counter crew around the importance of serving customers cheerfully,courteously and efficiently 
B) provide training to the counter crew on good organization and multi-tasking skills 
C) conduct an informal needs assessment 
D) provide the counter crew information on RJ's customer service policies and procedures 
A) provide training to the counter crew around the importance of serving customers cheerfully,courteously and efficiently 
B) provide training to the counter crew on good organization and multi-tasking skills 
C) conduct an informal needs assessment 
D) provide the counter crew information on RJ's customer service policies and procedures

Question 10

Scenario 5.3 Wearing Helmets on the Mountain
WhiteRock is a four season resort that offers a variety of activities from hiking and biking to skiing and snowboarding.The resort's mission is to continually strive to exceed their guests' expectations and to create memories as their best mountain experience.Kyleen Mye is the Media Relations & Social Media Strategist who oversees the Social Media Interns.These positions are unpaid full-time internships that come with a free skiing and riding pass.The goal of this social media marketing team is to strive for social media domination.The interns are responsible for driving visits to various WhiteRock channels-such as Facebook,Twitter and Foursquare-by posting,monitoring,and updating WhiteRock's social media channels and responding when necessary.The interns take frequent pictures and basic video of current mountain and village "new-snow" events to post on social media channels.Safety is a priority at WhiteRock and they recommend wearing helmets for skiing and riding to customers.The social media interns,as well as all WhiteRock employees,are required to wear helmets when they ski or board on the hill not only for their own safety but as a way to educate the public about the importance of helmet usage.You have received information from the ski patrol association that Ryan,one of the social interns,was boarding very fast through a sign posted "slow zone" without a helmet.When you approached Ryan,he was unruffled about your concerns and stated that it is not cool to wear a helmet,it is not required by law,and that it occurred on his day off from work.He further explained that all the other interns feel that their helmets get in the way when trying to take quality videos on the steep slopes.He also mentioned that,even with his strong computer skills,he is struggling with the newer Foursquare online computer application.He apologized about not respecting the "slow zone" but stated that he felt it was not really a concern as it was at the end of the day and no one was on the hill.
-Please refer to Scenario 5.3.Of the several performance issues Ryan is challenged by,which issue suggests a training intervention?

Accepted Answer

A) Ryan requires strong computer skills in the Foursquare online application. 
B) Ryan requires the ability to work independently and under pressure. 
C) Ryan requires information on respecting "slow zones". 
D) Ryan requires time management skills. 
A) Ryan requires strong computer skills in the Foursquare online application. 
B) Ryan requires the ability to work independently and under pressure. 
C) Ryan requires information on respecting "slow zones". 
D) Ryan requires time management skills.

Question 11

Which statement best defines employee development?

Accepted Answer

A) the acquisition of skills,behaviours,and abilities to perform current work 
B) the acquisition of skills,behaviours,and abilities to perform future work or to solve an organizational problem 
C) the combination of activities used by organizations to increase the abilities and capabilities of their employees 
D) the change in behaviour and thinking of an employee 
A) the acquisition of skills,behaviours,and abilities to perform current work 
B) the acquisition of skills,behaviours,and abilities to perform future work or to solve an organizational problem 
C) the combination of activities used by organizations to increase the abilities and capabilities of their employees 
D) the change in behaviour and thinking of an employee

Question 12

It has been found that,in most cases,concentrating training over a short period of time will result in faster learning and longer retention.

Accepted Answer

A) True 
 B)False

Question 13

Effective customer communication training involves a large behavioural component.What training method would be most effective?

Accepted Answer

A) on-the-job training 
B) role playing 
C) CD ROM 
D) vestibule training 
A) on-the-job training 
B) role playing 
C) CD ROM 
D) vestibule training

Question 14

What is the term for determining whether or not task performance is acceptable,and studying the characteristics of individuals and groups that will be placed in the training environment?

Accepted Answer

A) person analysis 
B) group and individual analysis 
C) individual analysis 
D) demographic analysis 
A) person analysis 
B) group and individual analysis 
C) individual analysis 
D) demographic analysis

Question 15

What are two fundamental issues related to training delivery?

Accepted Answer

A) instructional objectives and scheduling 
B) principles of learning and trainee readiness and motivation 
C) training analysis and principles of learning 
D) monitoring and conducting training 
A) instructional objectives and scheduling 
B) principles of learning and trainee readiness and motivation 
C) training analysis and principles of learning 
D) monitoring and conducting training

Question 16

Scenario 5.2 Customer Complaint about Counter Crew
RJ's Fastfoods is a quick service restaurant.All new employees are required to provide certificates or transcripts showing that they received over 30 hours of training in server intervention and have a food safety certificate.All employees receive the company orientation DVD and accompanying booklet.The manager was continuing to receive a growing number of customer complaints about the slow service of the Counter Crew.
-Please refer to Scenario 5.2.The manager discovered that the customer complaints were only concerning a few of the Drive Thru Counter Crew.What levels of training analysis would be most helpful to the manager?

Accepted Answer

A) organization and task analyses 
B) organization and person analyses 
C) task and person analyses 
D) organization and job analyses 
A) organization and task analyses 
B) organization and person analyses 
C) task and person analyses 
D) organization and job analyses

Question 17

It is NOT necessary to evaluate the orientation program since research shows that orientation programs have proven to be beneficial.

Accepted Answer

A) True 
 B)False

Question 18

Training involves the acquisition of skills,behaviours,and abilities to perform current work.

Accepted Answer

A) True 
 B)False

Question 19

What are managers NOT advised to do to implement a successful program in basic and remedial training?

Accepted Answer

A) use a classroom-oriented approach so employees learn by lectures 
B) provide feedback on employee progress 
C) relate the training to the employees' goals 
D) explain to employees why training will help them in their jobs 
A) use a classroom-oriented approach so employees learn by lectures 
B) provide feedback on employee progress 
C) relate the training to the employees' goals 
D) explain to employees why training will help them in their jobs

Question 20

What phase of the system model are organization analysis,task analysis,and person analysis all part of?

Accepted Answer

A) evaluation phase 
B) goal analysis phase 
C) needs assessment phase 
D) training and development phase 
A) evaluation phase 
B) goal analysis phase 
C) needs assessment phase 
D) training and development phase

Which of the following points is NOT one that managers who want to design team training should keep in mind?

Which evaluation assesses how much employee learning occurs during the training program?

What are two principal criteria for determining promotions?

The best method to use in the training of air pilots is simulation.

What are the two basic types of diversity training?

Transfer of training is more likely to occur when the training includes identical elements of the job.

Everything learned during training programs is transferred and utilized on the job.

Which statement best defines employee development?

It has been found that,in most cases,concentrating training over a short period of time will result in faster learning and longer retention.

Effective customer communication training involves a large behavioural component.What training method would be most effective?

What is the term for determining whether or not task performance is acceptable,and studying the characteristics of individuals and groups that will be placed in the training environment?

What are two fundamental issues related to training delivery?

It is NOT necessary to evaluate the orientation program since research shows that orientation programs have proven to be beneficial.

Training involves the acquisition of skills,behaviours,and abilities to perform current work.

What are managers NOT advised to do to implement a successful program in basic and remedial training?

What phase of the system model are organization analysis,task analysis,and person analysis all part of?

The Challenges of Hrm

The Legal Framework of Hrm

Defining and Designing the Work

Human Resource Planning, recruitment, and Selection

Managing Performance

Recognizing and Rewarding Employees

A Part 1creating a Safe and Healthy Work Environment

B Part 2creating a Safe and Healthy Work Environment

Management Rights, employee Rights, and Discipline

Labour Relations and Collective Bargaining

International Human Resources Management

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Exam 5: Orientation, training, and Development

Which of the following points is NOT one that managers who want to design team training should keep in mind?

Which evaluation assesses how much employee learning occurs during the training program?

What are two principal criteria for determining promotions?

The best method to use in the training of air pilots is simulation.

What are the two basic types of diversity training?

Transfer of training is more likely to occur when the training includes identical elements of the job.

Everything learned during training programs is transferred and utilized on the job.

Which statement best defines employee development?

It has been found that,in most cases,concentrating training over a short period of time will result in faster learning and longer retention.

Effective customer communication training involves a large behavioural component.What training method would be most effective?

What is the term for determining whether or not task performance is acceptable,and studying the characteristics of individuals and groups that will be placed in the training environment?

What are two fundamental issues related to training delivery?

It is NOT necessary to evaluate the orientation program since research shows that orientation programs have proven to be beneficial.

Training involves the acquisition of skills,behaviours,and abilities to perform current work.

What are managers NOT advised to do to implement a successful program in basic and remedial training?

What phase of the system model are organization analysis,task analysis,and person analysis all part of?

The Challenges of Hrm

The Legal Framework of Hrm

Defining and Designing the Work

Human Resource Planning, recruitment, and Selection

Managing Performance

Recognizing and Rewarding Employees

A Part 1creating a Safe and Healthy Work Environment

B Part 2creating a Safe and Healthy Work Environment

Management Rights, employee Rights, and Discipline

Labour Relations and Collective Bargaining

International Human Resources Management

Filters