Deck 8: Training the Workforce

Question 1

A goal of development is to:

A) develop key skills.
B) improve performance on the current job.
C) prepare employees for future work.
D) address knowledge deficiencies.

Answer 1

C

Question 2

Carson,a line manager at an office supply store,is receiving numerous complaints about the cash register operators' inefficiency and poor customer service.He wants to institute a customer service training program for all retail workers as well as retraining on cash register operation for register workers.He doesn't realize,though,that the reason for the decrease in register worker performance is that,while all other workers in the company received a bonus last pay day,these workers didn't.Which of the following is most likely true?

A) Training is a good investment and will motivate the workers.
B) Training will not solve employee morale problems.
C) Training goals are neither clear nor realistic enough.
D) Training should focus on cross-functional skills.

Answer 2

B

Question 3

The process of providing employees with specific skills or helping them correct deficiencies in their performance is referred to as ________.

Answer 3

training

Question 4

In order to be successful,the goals of a training program should most likely be:

A) subjective and motivational.
B) profitable and challenging.
C) clear and realistic.
D) flexible and broad.

Question 5

Which of the following is the most important question that must be answered prior to establishing a training program?

A) Are the training facilities adequate?
B) Can the firm provide global training?
C) Will training participants be motivated?
D) Are the training goals clear and realistic?

Question 6

How does training differ from development? What are the three phases of the training process? Briefly describe each phase.

Question 7

Unlike training,development:

A) seeks to enrich workers.
B) is organizationally focused.
C) is narrow in scope.
D) addresses current needs.

Question 8

Training is concerned with promoting the skill depth and versatility in the workforce.

Question 9

To enable employees to meet future company expectations,HR should implement employee development.

Question 10

Tortes and Cakes Corporation (TCC)is redesigning its work processes and wants to tap into the new work technology.Most of the computer programs the firm needs are quite complex,but TCC wants to computerize the entire business within 18 months.Which of the following would be most appropriate for TCC?

A) Diversity development
B) Team training
C) Development
D) Training

Question 11

________ is an effort to provide employees with the abilities the organization will need in the future.

Question 12

Unlike training,development:

A) is narrow in scope.
B) focuses on the current job.
C) has a long-term time frame.
D) attempts to improve worker performance.

Question 13

The term "training" has a distinctly positive connotation for most employees.

Question 14

Based on studies mentioned in the text,which of the following is true?

A) Firms that invest in employee training are typically profitable.
B) Classroom training for employees benefits small but not large businesses.
C) Employee training investments have a negative effect on corporate profitability.
D) Correlations cannot be found between corporate profitability and employee training.

Question 15

Which of the following best explains why training has negative connotations to many workers?

A) Training involves working with teams.
B) Employees interpret training as a criticism of their abilities.
C) Employees believe the training process is redundant and time-consuming.
D) Employers that require training typically have poor compensation and benefits.

Question 16

The introduction of automation into the workplace often results in improved skills required to perform a job.

Question 17

Which type of training is easiest to measure in terms of dollar value?

A) Diversity
B) Team building
C) Machine operation
D) Sexual harassment

Question 18

The need for generalists with an ability to change job assignments quickly,respond to rapidly changing conditions,and to help out where needed has increased the need for retraining.

Question 19

Which of the following is a characteristic exclusive to training?

A) Focuses on correcting current skill deficiencies
B) Addresses the skill needs of work groups
C) Prepares workers for future positions
D) Implemented in classroom settings

Question 20

Refer to Additional Case 8.1.Your investigation of the employees' performance revealed that:

A) training will probably not solve the firm's problems.
B) training would be a good investment for the firm.
C) employee training goals are clear and realistic.
D) VR is the best training method to use.

Question 21

The training process can be broken into:

A) two phases: assessment and evaluation.
B) three phases: assessment, training, and evaluation.
C) four phases: assessment, design, implementation, and evaluation.
D) five phases: organizational assessment, personal analysis, development, conduct, and evaluation.

Question 22

Training is effective only:

A) when it is focused on areas that are controllable by employees.
B) when it is more costly than the problem itself.
C) during times of economic downturn.
D) when company morale is high.

Question 23

Which of the following factors is LEAST relevant to a training needs assessment for expatriates at a global firm?

A) Assignment characteristics
B) Cross-cultural differences
C) Worker characteristics
D) Industry standards

Question 24

An HR professional is reviewing line workers' performance appraisals to determine training needs.This is a(n)________ analysis.

A) organizational
B) task
C) person
D) HR

Question 25

You have been asked to determine what kinds of problems should be addressed in an upcoming training session.You will be performing:

A) a training evaluation.
B) a needs assessment.
C) task management.
D) a training development.

Question 26

How can an employer determine when training is necessary? How can the effectiveness of training be evaluated?

Question 27

Which of the following problems could most likely be solved through training? Customer staff who:

A) spend too much time "visiting" with customers on the phone.
B) provide incorrect information to customers.
C) miss calls because the computer answering system hangs up too soon.
D) don't care about the customer.

Question 28

When conducting a person analysis,HR would most likely examine ________ to discover patterns of employee deficiencies.

A) the task analysis
B) performance appraisals
C) industry job descriptions
D) customer survey reports

Question 29

Which of the following would most likely improve the chances that employee training will transfer back to the workplace?

A) Using job aids to recall key points
B) Encouraging a flexible work environment
C) Linking training to organizational strategies
D) Requiring team building exercises during sessions

Question 30

Profitable firms typically invest more in training than less profitable firms.

Question 31

The HR professional conducts a task analysis in order to determine:

A) what knowledge and skills relate to job performance.
B) the immediate and long-term needs for the training.
C) what alternatives are available if training is too costly.
D) how well employees are carrying out the tasks that make up the job.

Question 32

The training manager and production managers are discussing what type of training would best meet the skill deficiency they have identified among the production workers.This discussion shows that the training process is in the:

A) needs assessment phase of the training cycle.
B) development and conduct phase of the training cycle.
C) evaluation phase of the training cycle.
D) recognition phase of the training cycle.
E) feedback phase of the training cycle.

Question 33

Jen is examining the effectiveness and usefulness of a training program.She is in the ________ phase of training.

A) development
B) needs assessment
C) facilitation
D) evaluation

Question 34

Kristy is translating the duties and tasks of a set of jobs into the knowledge,skills,and abilities required to perform the job.This translation effort is part of any:

A) organizational analysis.
B) personal needs analysis.
C) task analysis.
D) HR analysis.

Question 35

Effective training programs are most likely:

A) focused on soft rather than hard skills.
B) outsourced to training specialists.
C) linked to a firm's strategic goals.
D) implemented off-site.

Question 36

To determine whether a training program will be worth its cost,a business should most likely:

A) weigh the cost of the problem against the cost of eliminating it.
B) focus training on areas such as team-building and diversity.
C) develop an on-the-job training program.
D) implement a classroom training program.

Question 37

Training costs can be lowered by online training programs and by assigning mentors and coaches to employees.

Question 38

ACE Computers wants to cut training costs but maintain training effectiveness.All of the following would most likely achieve this goal EXCEPT:

A) pairing employees with management mentors for on-the-job training.
B) hiring independent training consultants for short-term programs.
C) implementing online employee training programs.
D) targeting training programs on specific needs.

Question 39

Conducting an organizational analysis prior to designing and implementing a training program tells the HR professional the:

A) degree of need for the training.
B) job dimensions for training design.
C) overall support for the training program.
D) knowledge, skills, and abilities to be developed by the training.

Question 40

As part of training assessment,Conway is reviewing a firm's organization's mission,long- and short-term goals,and business environment.Conway is most likely conducting a(n):

A) organizational analysis.
B) task analysis.
C) person analysis.
D) HR analysis.

Question 41

Objectives for a training program should most likely:

A) focus on worker characteristics.
B) depend on program costs and time.
C) be stated in terms of employee traits.
D) relate to KSAs identified in the task analysis.

Question 42

You are reviewing various ways to deliver EEO law training to about 400 managers.Managers need exposure to the material,and consistency of delivery is your key concern.Your best choice is the use of ________ for delivery.

A) slides
B) lecture
C) role play
D) a simulation

Question 43

Employees in your central office need training on their cafeteria-style benefits plan.Employees can adapt the benefits plan to their personal preferences.You need a consistent,standardized,self-paced,individualized mode of delivery.Your best choice would be:

A) lecture.
B) role play.
C) e-learning.
D) on-the job training

Question 44

In the U.S.,an apprenticeship would most likely be offered to:

A) carpenters.
B) graphic artists.
C) managers.
D) college students.

Question 45

You have a number of new hires that need to learn about the company benefit plan.They are spread throughout six offices in different states across the country.Employees typically ask a number of questions about benefits regardless of the clarity of explanations by trainers.The best presentation option in this situation would be:

A) videotape.
B) teletraining.
C) computer-based training.
D) classroom-based training.

Question 46

The use of lecture in classroom instruction is primarily viewed as:

A) necessary by firms.
B) boring by participants.
C) inexpensive by firms.
D) flexible by participants.

Question 47

Sam is training a bomb squad to defuse bombs.Today's bombs are very complex.The equipment he is using for the training is hard to get and very expensive,and obviously,mistakes are only made once.The best way to deliver this training would be:

A) simulation.
B) e-learning.
C) classroom training.
D) videotape and slides.

Question 48

The variability of quality and content of OJT between businesses:

A) is beneficial because of the increased diversity of abilities.
B) makes it difficult for managers to judge the skill level of workers from other firms.
C) makes OJT undesirable for small businesses that lack large HR departments.
D) makes OJT the best choice for most organizations because of the lack of distractions.

Question 49

Netgear needs to provide EEO training to its middle managers.The complicated information requires extended periods of uninterrupted study.Which of the following would be most appropriate?

A) OJT
B) Job rotation
C) Off-the-job training
D) Mentoring by an experienced upper-level manager

Question 50

The example of the CathSim,created by HT Medical,is a type of ________ training that helps nurses learn to give shots.

A) OJT
B) virtual reality
C) simulation
D) role-playing

Question 51

The best type of training objectives are those that are:

A) behavior based.
B) trait oriented.
C) outcome based.
D) flexible.

Question 52

Virtual reality training is best for tasks that:

A) involve computers.
B) can be learned quickly.
C) are potentially dangerous.
D) require on-the-job supervision.

Question 53

A kind of on-the-job training (OJT)that many college students are required to perform as part of their degree programs is:

A) apprenticeships.
B) internships.
C) job rotation.
D) job enrichment.

Question 54

Which of the following is NOT associated with computer-based training?

A) Instructor feedback
B) Low costs
C) Standardized
D) Self-paced

Question 55

The major form of entry-level training in Europe is:

A) classroom.
B) computer based.
C) apprenticeships.
D) job rotation.

Question 56

Tasks that require rehearsing,working from a remote location,or visualizing objects or processes not usually available,are most effectively trained with:

A) computer-based training.
B) a simulation.
C) role play, off-site.
D) virtual reality.

Question 57

Which of the following is a disadvantage of OJT training?

A) Trainers lack effective teaching skills.
B) It is the most expensive type of training to conduct.
C) It tends to have the least transferability of learning the actual job.
D) Trainer-trainee relationships are strained due to customer pressures.

Question 58

The best training to ensure maximum transfer of learning to the job is:

A) computer-aided training.
B) simulation-based training.
C) classroom training.
D) on-the-job-training.

Question 59

Law enforcement agencies' use of Firearms Training Systems,with its microcomputer and video screen,to train police officers is an example of:

A) e-learning.
B) teletraining.
C) simulations.
D) OJT training.

Question 60

Which of the following is the best example of appropriate training objectives?

A) Managers will be aware of cultural diversity issues.
B) Managers will understand the ramifications of EEO law.
C) Managers will conduct personal problem-solving interviews.
D) Managers will respond to customer complaints by telephone within 24 hours.

Question 61

________ is an effort by businesses to address serious deficiencies in basic skills among new employees.

A) Computer training
B) Skills training
C) Retraining
D) Literacy training

Question 62

Research shows that when it comes to retraining:

A) it only helps employed workers who need to be updated in their fields.
B) it is becoming the largest form of training offered by companies.
C) companies often neglect it even when upgrading equipment.
D) firms find it the least expensive but the most profitable.

Question 63

Which of the following is NOT a characteristic of cross-functional training?

A) Implementing job rotation programs
B) Increasing the need for retraining
C) Expanding the skills of workers
D) Reducing employee boredom

Question 64

Cross-functional training has a number of advantages for most companies,including:

A) being the least expensive training to conduct.
B) preparing employees for promotions.
C) increasing employee versatility.
D) enhancing team problem solving.

Question 65

Which of the following is NOT a problem associated with virtual teams?

A) Communication difficulties
B) Cultural misunderstandings
C) High costs of technology and travel
D) Lack of trust between team members

Question 66

Team training efforts will most likely:

A) focus on job processes.
B) emphasize communication skills.
C) highlight the independence of team members.
D) recognize that team goals and individual goals must align.

Question 67

An accounting firm discovers that its junior accountants are not properly completing IRS forms on the new computer system when preparing customers' income taxes.This problem can best be resolved through:

A) retraining.
B) skills training.
C) cross-functional training.
D) creativity training.

Question 68

Creativity training:

A) provides long-term results.
B) is difficult to evaluate for effectiveness.
C) tends to solve more problems than other types of training.
D) primarily benefits employees who work in virtual teams.

Question 69

Team training that focuses on how members function as a team are best known as:

A) operating skills.
B) group processes.
C) creative thinking.
D) cross-functional operations.

Question 70

Crisis training would most likely include all of the following EXCEPT:

A) investigative techniques.
B) stress management.
C) conflict resolution.
D) team building.

Question 71

________ is the most common type of training conducted in companies today.

A) Multi-cultural training
B) Cross-functional training
C) Skills training
D) Team training

Question 72

For diversity training to be successful,programs should most likely:

A) strive for deep recognition differences between groups.
B) encourage a narrow view of diversity.
C) focus on individual strengths and weaknesses.
D) focus the training on white males.

Question 73

Most critics of creativity training maintain that:

A) employees do not enjoy creativity training and that it only works to instill distaste for training among most workers.
B) the effectiveness of creativity training would increase if it focused on "hard" skills rather than "soft" skills.
C) diversity training works just as well and meets the same goals at less expense to firms.
D) teaching creativity makes employees feel good but is unlikely to produce lasting results.

Question 74

________ prepares workers to quickly change jobs,help where needed,and respond rapidly to change within their respective companies.

A) Cross-functional training
B) Skills training
C) Team training
D) Retraining

Question 75

Erin is setting up a skills training program.Which of the following would most likely be involved in the program?

A) Giving employees the ability to perform a specific task or perform a specific job
B) Helping employees keep pace with changing job requirements and customer needs
C) Teaching employees to perform various jobs in other skill areas through job rotation
D) Teaching employees about cultural differences in order to create a friendlier workplace

Question 76

Kira wants to help her employees to "think out of the box" and solve daily production problems more effectively.What kind of training would most likely help?

A) Diversity training
B) Literacy training
C) Creativity training
D) Cross-functional training

Question 77

Cross-functional training is most likely accomplished by:

A) apprenticeships.
B) job enrichment.
C) peer trainers.
D) simulations.

Question 78

You have asked the HR department at your company to design a program through which new employees who have poor literacy will be trained in such a way that they will at least be able to perform their respective job duties.The HR department will most likely suggest a:

A) general literacy program.
B) functional literacy program.
C) pre-literacy program.
D) cross-functional literacy program.

Question 79

Retraining is often necessary when job requirements change and employees must learn how to perform new duties.With the change to automation in many businesses:

A) retraining is unnecessary since automation requires less-skilled workers.
B) companies disregard retraining because technology makes up for a limited skill base.
C) more highly skilled workers are needed by businesses.
D) simulation training in conjunction with retraining is essential.

Question 80

Which of the following is NOT an example of a job aid?

A) Scorecards
B) Pamphlets
C) Reference guides
D) Performance support systems