Deck 8: Training and Developing Employees

Question 1

The methods used to give new or present employees the skills they need to perform their jobs are called ________.

A) orientation
B) training
C) development
D) appraisal
E) management

Answer 1

B

Question 2

Which of the following consolidates information regarding required tasks and skills in a format that is helpful for determining training requirements?

A) performance record form
B) training assessment form
C) task analysis record form
D) organizational skills sheet
E) work function analysis

Answer 2

C

Question 3

What is the second step in the training process?

A) evaluating the program's successes or failures
B) presenting the program to a small test audience
C) developing specific training objectives
D) identifying specific skills of the job
E) training the targeted group of employees

Answer 3

C

Question 4

If an employer fails to train an employee adequately and an employee subsequently harms a third party,the court could find the employer liable for ________.

A) negligent hiring
B) discrimination
C) negligent training
D) occupational fraud
E) hazardous training

Question 5

A graphic model that presents a precise overview of the knowledge,skills,and behaviors someone would need to perform a job well is known as a ________.

A) benchmark
B) scatter plot
C) competency model
D) classification table
E) organizational chart

Question 6

Which of the following terms refers to a procedure for providing new employees with basic background information about the firm?

A) recruitment
B) selection
C) orientation
D) development
E) arbitration

Question 7

James,an HR manager,is currently identifying the specific job performance skills required for a telemarketing position at Newman Enterprises.He is also assessing the skills of prospective trainees.James is most likely involved in which of the following aspects of the training process?

A) needs analysis
B) program evaluation
C) program implementation
D) instructional design
E) budget estimation

Question 8

Employers will most likely use all of the following methods to identify training needs for new employees EXCEPT ________.

A) analyzing job descriptions
B) reviewing performance standards
C) performing the job
D) questioning current job holders
E) conducting a work sampling

Question 9

What is the final step in the training process?

A) evaluating the program's successes or failures
B) rewarding employees for program participation
C) designing content for the training program
D) conducting a budget and needs analysis
E) training the targeted group of employees

Question 10

________ is a detailed study of the job to determine what specific skills the job requires.

A) Needs analysis
B) Task analysis
C) Performance analysis
D) Training strategy
E) Development planning

Question 11

The process of verifying that there is a performance deficiency and determining if such deficiencies should be corrected through training or through some other means is called ________.

A) needs analysis
B) training assessment
C) performance analysis
D) training strategy
E) performance appraisal

Question 12

All of the following topics are typically addressed during employee orientation EXCEPT ________.

A) employee benefits
B) personnel policies
C) daily routine
D) wage curves
E) safety measures

Question 13

The first step in a training program is to ________.

A) assess the program's successes or failures
B) present the program to a small test audience
C) design the program content
D) conduct a needs analysis
E) estimate the program's budget

Question 14

Which of the following is most likely NOT one of the goals of a firm's employee orientation program?

A) making new employees feel like part of a team
B) helping new employees become socialized into the firm
C) assisting new employees in selecting the best labor union
D) teaching new employees about the firm's history and strategies
E) providing basic information to new employees to help them work

Question 15

Trainees should be provided adequate practice and be allowed to work at their own pace during a training session in order to ________.

A) screen applicants based on ability
B) transfer skills more easily to the job
C) provide employers with feedback
D) determine appropriate pay scales
E) save the employer time and money

Question 16

Which of the following will most likely occur during the third step of the training process?

A) conducting a needs analysis for a specific job
B) training employees with an online program
C) evaluating the success or failure of the program
D) reviewing training workbooks and exercises
E) estimating a budget for the training program

Question 17

Which of the following terms refers to helping new employees appreciate the values and culture of a firm?

A) onboarding
B) outsourcing
C) organizing
D) offshoring
E) outplacing

Question 18

All of the following will most likely motivate trainees EXCEPT ________.

A) using as many visual aids as possible during the session
B) providing an overview of the material to be covered
C) teaching new terminology and technical concepts
D) utilizing a half or three-fourths day schedule
E) allowing trainees to set their own pace

Question 19

Which of the following steps will most likely NOT help employers protect themselves against charges of negligent training?

A) confirming an employee's claims of skill and experience
B) providing extensive and appropriate training
C) evaluating the effectiveness of the training
D) paying employees for their training time
E) recruiting only at accredited schools

Question 20

Surveys have found that ________ has the greatest influence on organizational performance and employee productivity.

A) appraisals
B) feedback
C) training
D) goal-setting
E) screening

Question 21

Rebekah was hired soon after graduation and assigned to complete a management trainee program.She will move to various jobs each month for a nine-month period of time.Her employer is utilizing the ________ form of training.

A) job rotation
B) understudy
C) coaching
D) special assignments
E) informal learning

Question 22

Which of the following is the primary advantage of lecturing as a method of training?

A) motivational for employees
B) effective for informal learning
C) corresponds with technology
D) appropriate for large groups
E) requires limited preparation

Question 23

Which form of on-the-job training usually involves having a learner study under the tutelage of a master craftsperson?

A) job instruction training
B) understudy training
C) programmed learning
D) apprenticeship training
E) coaching

Question 24

Mark Caffrey,vice president of sales at Samson Pharmaceuticals,manages a sales team of ten employees.Members of Mark's sales force vary in experience level.Four members of the sales team have worked at Samson for less than one year.The other six salespeople have been with Samson anywhere from three to seven years.Mark recently received the annual sales report and noticed that sales have been dropping steadily over the last year.Mark is considering the idea of providing training to his sales team as a way to boost sales. Which of the following best supports the argument that the drop in Samson's sales can be solved through training?

A) Attitude surveys sent to Samson personnel suggest that the firm's elimination of year-end bonuses has angered many employees.
B) Recent studies suggest that sales of name-brand pharmaceuticals, such as Samson, are dropping as more people are choosing to use generic drugs instead.
C) The rising costs associated with college recruiting have forced Samson to hire sales associates through online job sites.
D) Members of the sales team have expressed that they do not fully understand the benefits and side effects of the latest medications released by Samson.
E) Samson provides laptops to its entire sales team so each salesperson can easily locate necessary information while on sales calls.

Question 25

Which of the following should be done first in the on-the-job training process?

A) explaining performance quality requirements
B) going through the job at the normal work pace
C) explaining quantity and quality requirements
D) familiarizing the trainee with equipment and tools
E) complimenting the trainee's good work

Question 26

Which of the following will most likely improve the effectiveness of a lecture presented for training purposes?

A) opening with a familiar joke
B) talking from a prepared script
C) watching the audience's body language
D) using hand gestures to emphasize points
E) giving a brief overview followed by a 1-hour speech

Question 27

An employer's decision to deliver on-the-job training or Web-based training is most likely determined by which of the following?

A) task analysis
B) organizational culture
C) performance management
D) employee recruiting methods
E) budget considerations

Question 28

Mark Caffrey,vice president of sales at Samson Pharmaceuticals,manages a sales team of ten employees. Members of Mark's sales force vary in experience level.Four members of the sales team have worked at Samson for less than one year.The other six salespeople have been with Samson anywhere from three to seven years.Mark recently received the annual sales report and noticed that sales have been dropping steadily over the last year.Mark is considering the idea of providing training to his sales team as a way to boost sales.
Which of the following undermines the argument that the drop in Samson's sales can be solved through training?

A) The newest members of the Samson sales force are unfamiliar with the procedures used by the firm to measure the effectiveness of new drugs.
B) Samson recently eliminated its long-standing policy of paying salespeople commissions on top of base salaries, which angered employees.
C) Samson's most experienced salesperson retired after working at the firm for more than twenty years.
D) Samson no longer requires salespeople to have medical backgrounds or science degrees.
E) Samson sales team members recently received their annual performance appraisals.

Question 29

All of the following are useful methods for ensuring success after on-the-job training has occurred EXCEPT ________.

A) decreasing supervision
B) correcting faulty work patterns
C) complimenting the learner's good work
D) providing turnkey training packages for learners
E) designating to whom the learner should go for help

Question 30

Mark Caffrey,vice president of sales at Samson Pharmaceuticals,manages a sales team of ten employees. Members of Mark's sales force vary in experience level.Four members of the sales team have worked at Samson for less than one year.The other six salespeople have been with Samson anywhere from three to seven years.Mark recently received the annual sales report and noticed that sales have been dropping steadily over the last year.Mark is considering the idea of providing training to his sales team as a way to boost sales.
All of the following questions are relevant to Mark's decision to implement a training program for his sales team EXCEPT ________.

A) What methods are used for recruiting and interviewing individuals for sales positions?
B) Does every salesperson understand what his or her performance standards are?
C) What tools are available to sales team members to help them work efficiently?
D) What interpersonal competencies are expected of sales team members?
E) What were the results of attitude surveys distributed to the sales team?

Question 31

When jobs consist of a logical sequence of steps and are best taught step-by-step,the most appropriate training method to use is ________.

A) job instruction training
B) informal learning
C) job rotation
D) programmed learning
E) apprenticeship training

Question 32

Which of the following best describes the first step in a performance analysis?

A) comparing a person's performance to ideal performance
B) evaluating the productivity of each employee
C) investigating employee-related customer complaints
D) evaluating supervisor performance reviews
E) conducting job knowledge assessments

Question 33

With job instruction training,which of the following should most likely be included beside each step listed?

A) sources for more information
B) any legal requirements
C) responsible personnel
D) key points or guidelines
E) quality requirements

Question 34

Which of the following training methods is most frequently used by employers?

A) job instruction training
B) apprenticeship training
C) informal learning
D) on-the-job training
E) lectures

Question 35

Which of the following occupations most likely does NOT use apprenticeship training to prepare new employees?

A) chef
B) electrician
C) dental assistant
D) fire medic
E) banker

Question 36

Mario hopes to be promoted to the head of his department next year.In the meantime,he has been assigned to spend a year as an assistant to the current department head.Which type of training is most likely being used in this example?

A) job rotation
B) job instruction
C) coaching method
D) special assignments
E) informal learning

Question 37

A structured process by which people become skilled workers through a combination of classroom instruction and on-the-job training is called ________.

A) job instruction training
B) understudy training
C) programmed learning
D) apprenticeship training
E) coaching technique

Question 38

Which of the following should occur during the second step of the on-the-job training process?

A) The supervisor puts the learner at ease and explains the purpose of the training.
B) The trainee explains the steps as the supervisor performs the task at a slow pace.
C) The supervisor explains the whole job and relates it to the trainee's other tasks.
D) The supervisor asks the trainee about any relevant knowledge or skills.
E) The trainee performs the job several times slowly as the supervisor observes.

Question 39

________ means having a person learn a job by actually doing it.

A) In-house training
B) On-the-job training
C) Socialization
D) Social learning
E) Modeling

Question 40

All of the following are types of on-the-job training EXCEPT ________.

A) coaching method
B) programmed learning
C) understudy method
D) job rotation
E) special assignments

Question 41

Which of the following involves a trainer in a central location teaching groups of employees at remote locations via television hookups?

A) audiovisual-based instruction
B) programmed learning
C) telecommuting instruction
D) vestibule training
E) teletraining

Question 42

Which of the following is the primary disadvantage of using audiovisual-based training instead of lectures?

A) boredom
B) high costs
C) ineffective teaching tool
D) limitations of technology
E) inappropriate for large groups

Question 43

Wells Fargo and Company is a financial services firm that provides banking,insurance,and mortgage services at 10,000 stores nationwide.Wells Fargo offers its employees many professional development opportunities such as training programs and tuition reimbursement.Wells Fargo executives are considering the expansion of the firm's existing training programs after employees have expressed strong interest in the idea. Which of the following,if true,best supports the argument that Wells Fargo should integrate computer simulations into its training program for bank tellers?

A) The Wells Fargo intranet-based learning portal provides employees with access to a variety of training courses.
B) Newly hired Wells Fargo bank tellers are assigned to experienced tellers in order to observe and learn the tasks of the job.
C) Wells Fargo is one of the few financial institutions to require all employees to participate in at least 30 hours of training each year.
D) Wells Fargo bank tellers use electronic performance support systems to assist them with handling complicated bank transactions.
E) Employee surveys indicate that many Wells Fargo bank tellers are uncertain about the best methods for handling angry customers.

Question 44

United Airlines utilizes a checklist of things that pilots should do prior to take-off and landing.This checklist is an example of a(n)________.

A) job aid
B) skill sheet
C) task analysis form
D) work function analysis
E) electronic support system

Question 45

Wells Fargo and Company is a financial services firm that provides banking,insurance,and mortgage services at 10,000 stores nationwide.Wells Fargo offers its employees many professional development opportunities such as training programs and tuition reimbursement.Wells Fargo executives are considering the expansion of the firm's existing training programs after employees have expressed strong interest in the idea. Which of the following,if true,best supports the argument that Wells Fargo should use intelligent tutoring systems to provide training for loan officers?

A) Current Wells Fargo employees indicate that they prefer to work at their own pace and have a variety of learning styles.
B) Since Wells Fargo stores are spread throughout the country, the firm needs to provide training at a central location to a large group of current employees at once.
C) Wells Fargo loan officers are required to ask customers a string of questions regarding their financial status and work history.
D) Wells Fargo's employee orientation program provides new employees with information about the history, culture, and vision of the firm.
E) Wells Fargo's board of directors sets training policies and works closely with HR to develop the most appropriate training programs for new employees.

Question 46

Which of the following terms refers to a section of an employer's Web site that provides employees with online access to job-related training courses?

A) virtual classroom
B) videoconferencing
C) job simulation
D) learning portal
E) Web-based seminar

Question 47

Which of the following is a systematic method for teaching job skills that involves presenting questions or facts,allowing the person to respond,and giving the learner immediate feedback on the accuracy of his or her answers?

A) job instruction training
B) programmed learning
C) apprenticeship training
D) on-the-job training
E) teletraining

Question 48

________ training is a method in which trainees learn on actual or simulated equipment but are trained away from the job.

A) Vestibule
B) Apprenticeship
C) Virtual-reality
D) Programmed
E) Job instruction

Question 49

Travel agents at Apollo Travel Services follow a computer program that displays question prompts and dialogue boxes with travel policies as the agent enters information about the consumer's travel plans.This is an example of a(n)________.

A) audiovisual-based training method
B) electronic performance support system
C) intelligent tutoring system
D) computer-managed instruction system
E) computer-based training module

Question 50

Which of the following terms refers to a teaching method that uses special collaboration software to enable multiple remote learners to participate in live audio and visual discussions via a PC or laptop?

A) computer simulation
B) virtual classroom
C) computer-managed instruction
D) intelligent tutoring system
E) learning portal

Question 51

Which process involves assessing the company's strategic needs,appraising the current performance of managers,and developing the managers?

A) management development
B) performance management
C) programmed learning
D) strategic management
E) management by objectives

Question 52

All of the following are categorized as computer-based training techniques EXCEPT ________.

A) interactive gaming platforms
B) intelligent tutoring systems
C) computer simulations
D) virtual reality training
E) computer-managed instruction

Question 53

American Airlines uses flight simulators to train pilots about airplane equipment and safety measures.This is an example of ________.

A) apprenticeship training
B) on-the-job training
C) vestibule training
D) virtual reality training
E) programmed learning

Question 54

________ attempts to foster harmonious working relationships and to develop cross-cultural sensitivity among the employees of a firm.

A) Literacy training
B) Adaptability screening
C) Multicultural seminars
D) Mandatory arbitration
E) Diversity training

Question 55

Any attempt to improve managerial performance by imparting knowledge,changing attitudes,or increasing skills is called ________.

A) human resource management
B) on-the-job training
C) performance enhancement
D) management development
E) management coaching

Question 56

Which of the following is NOT an advantage of programmed learning?

A) Training time is significantly reduced.
B) Trainees are able to learn at their own pace.
C) The number of trainee errors is reduced.
D) Training is similar to the coaching method.
E) Trainees receive immediate feedback.

Question 57

All of the following are literacy training methods used by employers EXCEPT ________.

A) testing the basic skills of employees
B) providing computerized simulations
C) assigning employees writing exercises
D) holding math and reading classes at work
E) sending employees to adult education classes

Question 58

Which of the following terms refers to computer-based training systems that adjust to meet each trainee's specific learning needs?

A) vestibule training
B) virtual learning systems
C) video-based simulations
D) multi-media training plans
E) intelligent tutoring systems

Question 59

Which of the following terms refers to a set of instructions,diagrams,or similar methods available at the job site to guide the worker?

A) job description
B) task analysis record form
C) job aid
D) skills sheet
E) position replacement card

Question 60

Ellen,a nursing supervisor at a health insurance company,is unable to find a packaged training program that matches the needs of her employees.As a result,Ellen has decided to create her own training program.Ellen has already established the training objectives and analyzed the job description.What should she do next?

A) create a job instruction sheet
B) compile a training manual
C) create a slide presentation
D) develop a task analysis record form
E) test employees to determine their skills

Question 61

Training sessions should be half-day or three-fourths day in length rather than a full day,because the learning curve goes down late in the day.

Question 62

________ is a special approach to organizational change in which the employees formulate the change that's required and implement it.

A) Managerial development
B) Action research
C) Succession planning
D) Organizational development
E) Participative management

Question 63

Hiring highly-skilled employees with great potential eliminates the need to provide orientation and training.

Question 64

Which of the following terms refers to formal methods for testing the effectiveness of a training program?

A) electronic performance monitoring
B) factor comparison method
C) controlled experimentation
D) performance management
E) scientific management

Question 65

Studies show that trainees are distracted by visual aids presented during training sessions.

Question 66

The American Society for Training and Development estimates that approximately 20% of what employees learn on the job is learned through informal means while the rest is learned through formal training programs.

Question 67

Employee orientation programs range from brief,informal introductions to lengthy,formal courses.

Question 68

All of the following are on-the-job training methods used for managerial positions EXCEPT ________.

A) job rotation
B) coaching method
C) action learning
D) case study method
E) understudy approach

Question 69

Evidence suggests that trainees are more likely to remember information presented during an online training session when audio narration is combined with on-screen text.

Question 70

Which organizational development application involves methods like performance appraisals,reward systems,and diversity programs?

A) human process
B) strategic
C) technostructural
D) human resource management
E) process consultation

Question 71

Attitude surveys,employee diaries,tests,and performance appraisals are tools for conducting a performance analysis.

Question 72

Eric is in a group with five other management trainees at Coca-Cola.Eric's group is competing against other management trainees at the firm in a simulated marketplace.Each group must decide how much to spend on advertising and how many products to manufacture over the next three years.In which of the following activities is Eric most likely participating?

A) on-demand learning
B) vestibule training
C) apprenticeship training
D) management games
E) behavior modeling

Question 73

Which of the following enables management trainees to work full-time analyzing and solving problems in other departments?

A) management games
B) action learning
C) role playing
D) job rotation
E) behavior modeling

Question 74

The main task in analyzing current employees' training needs is to determine what the job entails,break the job down into subtasks,and then teach each subtask to the employee.

Question 75

Performance analysis is a detailed study of a job to determine what specific skills the job requires.

Question 76

According to Kurt Lewin,all of the following should occur in the moving stage of organizational change EXCEPT ________.

A) helping employees implement change
B) developing a vision
C) mobilizing commitment
D) consolidating gains
E) creating a leading coalition

Question 77

The basic aim of ________ is to increase the participant's insight into his or her own behavior and the behavior of others by encouraging an open expression of feelings in a trainer-guided group.

A) laboratory training
B) action research
C) group therapy
D) diversity training
E) coaching

Question 78

Lower-level managers who are given firsthand experience working on existing problems are being trained through the special assignments approach.

Question 79

Which of the following is most likely NOT measured when evaluating a training program?

A) what trainees learned from the program
B) participants' reactions to the program
C) overall organizational productivity
D) changes in on-the-job behavior
E) achievement of training objectives

Question 80

According to Kurt Lewin,in order for organizational change to occur,which stage must occur first?

A) unfreezing
B) moving
C) refreezing
D) shifting
E) freezing