Deck 13: Training and Development

Question 1

A job breakdown is comprised of , , _ , and
.

Answer 1

what is to be done, what materials are needed, how it is to be done, and why that step is important

Question 2

Which of the following is true about using case studies?

A) It uses the work area itself as a training environment.
B) The actual solution is less important than the process the group went through in arriving at it.
C) It is the most effective group training method.
D) It may involve responding to a situation where the customer complains about the food.
E) All of the above.

Answer 2

B

Question 3

What does a career development program consist of?

Answer 3

A career development program consists of:
-Identifying the objectives and needs of the business.
-Identifying the personal goals and needs of employees.
-Developing an action plan to match the employees' needs with those of the organization.
-Providing feedback and guidance to carry out the plan.

Question 4

Orientation is "the formal process of familiarizing new employees with ,
____________, and _."

Question 5

Training is most often done by:

A) the restaurant manager.
B) the department manager.
C) the human resource director.
D) seasoned employees.
E) a hired professional trainer.

Question 6

Which of the following is the level at which a needs assessment should be done?

A) Person analysis
B) Task analysis
C) Organizational analysis
D) All of the above
E) None of the above

Question 7

Explain the main differences between learning and training.

Question 8

Coaching is:

A) ongoing, daily instruction.
B) provided by a supervisor.
C) the oldest method of management development.
D) none of the above.
E) all of the above.

Question 9

How can employers ensure that employees are not overloaded with information during orientation and training?

A) Ask employees to sign a contract saying they understand all the information covered in training and orientation.
B) Set up a time during the orientation and training program for employees to ask questions.
C) Give employees the information in the form of an employee handbook.
D) Make sure employees actively participate during orientation and training.

Question 10

Group training is especially effective for teaching .

Question 11

Job specification is:

A) a list of knowledge, skills, and abilities needed to perform the job.
B) an inventory of all the tasks that must be performed as a part of that job.
C) comprised of four parts: what is to be done, what materials are needed, how it is to be done, and why that step is important.
D) a detailed description of how the job is to be done.
E) a description of the job and what it entails.

Question 12

The one downside to learner- controlled instruction is:

A) the high cost.
B) its overall effectiveness.
C) the equipment required for the program.
D) the time it takes to develop the program.
E) none of the above.

Question 13

Rules, regulations, and policies are included in the covered by a comprehensive orientation program.

Question 14

Examples of _ , , and , which are the three pieces of the first step within the job breakdown, are "approach the table," "stand erect, look at the guests, smile, and greet them pleasantly," and "you 'win' by your first contact when you are pleasant and personable."

Question 15

practice is more effective than reading or listening.

Question 16

What are the two different manners in which people receive rewards? Please give an example of each.

Question 17

Two of the four methods used to develop managers are _ , _ .

Question 18

Effective trainers are all of the following except:

A) remote.
B) good role models.
C) optimistic and enthusiastic.
D) objective.
E) aware of, understand, and accept the differences in people.

Question 19

Praise or positive reinforcement is best done:

A) immediately following the desired behavior.
B) in front of all the managers.
C) in private.
D) in front of the employee's peers.
E) following the employee's shift.

Question 20

Retention is improved when the new material is:

A) condensed into one or two sessions.
B) spread out over several sessions.
C) experienced rather than explained.
D) explained verbally and shown visually.
E) none of above.

Question 21

On the job training is _ _, _ , and .

Question 22

In learner- controlled programs, employees are trained as a group using videotaped presentations, programmed instruction manuals, or computer interactive programs.

Question 23

The most commonly used individual training method is on- the- job training.

Question 24

List and explain the three major areas that should be covered by a comprehensive orientation program.

Question 25

A typical management program revolves around three things: training existing managers, promoting people from within, and developing programs for management trainees.

Question 26

Describe the steps involved in developing and implementing a training program.

Question 27

Substantial, measurable, achievable, realistic, and time- bound, otherwise known as SMART, refer to the learning objectives determined in an overall training program.

Question 28

What is the purpose of the evaluation of and follow- up to an orientation program?

Question 29

A comprehensive orientation program should cover three major areas: the organization, the job, and the work unit.

Question 30

The three general types of training are _ , _, .

Question 31

Three things a well- trained group of employees should result in ,
, and .

Question 32

List the four things that must de developed for conducting a job analysis.

Question 33

Considering the high turn- over rate, training is more of a cost than an investment.

Question 34

The methods used to develop managers should be left to chance; that allows trainers to adjust the method based on the type of manager he/she is dealing with.

Question 35

Explain the three general types of training.

Question 36

The final part of an orientation program is to review the material within the employee handbook with the new hire and answer any questions they may have.

Question 37

The four steps involved in on- the- job training are preparation, presentation, practice, and feedback.

Question 38

Feedback and follow- up are necessary so that managers are able to gauge if their employees are content.