Exam 5: Orientation, training, and Development

An employee fell from a ladder and sprained his ankle.The manager is concerned and asks the question,"What knowledge,skills,and abilities do the employees need to prevent future ladder accidents?" Which phase of the systems approach to training is this question addressing?

What are employees who are coached,advised,and encouraged by employees of greater rank known as?

Margaret Evans,the manager of a computer retail store,explains that "our computer sales staff tend to be self-learners who prefer reading a manual and practicing on a computer."Which phase of a system model of training is Margaret describing?

The real issue in evaluating training is whether training efforts translate to changes in job performance and have an impact on the bottom line of the organization.

What two preconditions for learning affect the success of those who are in training?

A gap that exists between the KSAs that employees have (actual)and the ones they need (desired)is a training need.

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 effective approach to solving this problem?

Which method of training delivers material directly through a computer terminal in an interactive format?

Scenario 5.1: Is Training Worthwhile? Co-op Credit is a large credit union in Manitoba.Its training program is one that develops financial service representatives.The training consists of several modules,and each is evaluated upon completion.In-house and classroom-based modules teach content,such as computer literacy,cash duties,and introduction to the credit union's products and services,and progresses through to more advanced training,such as consumer lending practices,estates,and minimal mortgage lending.Each three- to five-day module is followed by a work period of three to 12 months,so that employees can apply their knowledge.Training is measured by having participants complete a satisfaction survey at the end of the classroom training,writing exams,and having managers conduct performance reviews on the job-specific competencies that were learned during the training sessions.Co-op Credit union provides development resource kits,which include career assessments,training courses,seminars,books and work opportunities to all their employees.They provide leadership development training and mentoring to their managers.Coop Credit has increased their attention on talent management as a way to attract and retain top talent. -Please refer to Scenario 5.1.Which training evaluation method is NOT being used at Co-op Credit Unions?

The manager of Southside Dairy Queen received an excessive number of customer complaints about the slow service of a few of their Drive Thru Counter Crew.How might the manager gather a more complete picture of the potential training needs?

What should managers NOT do in terms of career development?

The practice of establishing formal programs that assign an executive to employees who are supposed to be coached,advised and encouraged to acquire skills in order to prepare them for upward movement is known as mentoring.

Which method provides a variety of work experiences to broaden the knowledge and understanding required to manage more effectively?

The systems approach to training and development involves three distinct phases.

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.How might Kyleen gather a more complete picture of the social media interns' training needs?

Trainee readiness refers to both maturity and experience factors in a trainee's background.

What is one advantage to on-the-job training?

On-the-job experience presents managers with the opportunities to perform under pressure while avoiding the possibility of making mistakes.

Cooperative training methods combines practical on-the-job experience with all the characteristics of self-directed learning.

Job rotation,transfers,and promotions can aid employee development.