Deck 10: Employee Training and Development

Question 1

The advantages of training can readily be expressed in dollar amounts.

Answer 1

True

Question 2

Training people for jobs always takes care of their training needs.

Answer 2

False

Question 3

A good training program is unaffordable luxury for most hospitality operations.

Answer 3

False

Question 4

Summative evaluation measures the results of the training after the program is completed.

Question 5

New employees should be given a pretest before training began.

Question 6

A job should always be taught in the order in which it is performed.

Question 7

A performance standard system provides a ready-made structure for a training program.

Question 8

Where training is inadequate, poor sanitation is probable.

Question 9

The way you talk to employees in classroom training has little effect on how receptive they are to your leadership.

Question 10

Fear is a powerful motivator in helping an employee to learn new skills.

Question 11

The coffee shop manager who tried to persuade Shirley to come in at 6:00 A.M. and train her replacement was practicing another common method of training-having the person who is leaving a job train the person who will take it over. This method is known as:

A) trailing.
B) JIT training.
C) retraining.
D) orientation.
E) training.

Question 12

Good training will benefit associates in the following ways except:

A) Training can eliminate the five reasons why people do poor work.
B) Trained employees always have to ask how to do things.
C) Training can reduce employee tension.
D) Training can reduce accidents and injuries.
E) Both a and c

Question 13

In a training program, the training objective:

A) includes a time limit for the learning.
B) has a higher performance standard.
C) expresses the goal of the trainer rather than the goal of the learner.
D) All of the above.
E) determines who will do the training.

Question 14

A teaching method that does not promote employee involvement is:

A) lecture.
B) discussion.
C) role play.
D) brainstorming.
E) Both a and d

Question 15

JIT skills training consists of:

A) putting the new worker on the job beside a skilled and experienced worker.
B) a multiple-step training program based on performance standards.
C) a five-step program consisting of reading, seeing, experiencing, doing, and forming habits.
D) preparation, show and tell, performance, follow-through.
E) all of the above.

Question 16

A good way to increase motivation to learn is to:

A) emphasize the negative consequences of not learning.
B) set up a learning schedule the trainee must meet.
C) have a system of rewards and praise achievement.
D) all of the above.

Question 17

The steps in job instruction training are as follows:

A) demonstrate the task, prepare the associate, have the associate do the task, follow through.
B) prepare the associate, have the associate do the task, demonstrate the task, follow through.
C) demonstrate the task, have the associate do the task, demonstrate the task, follow through.
D) prepare the associate, demonstrate the task, have the associate do the task, follow through.

Question 18

A study by Towers Perrin found that of 1,100 North American workers in the survey, ______% had negative feelings about their job and ______% had intensely negative feelings.

A) 50, 33
B) 33, 40
C) 40, 50
D) 40, 33

Question 19

In a study by the Hay Group, over half a million employees in 300 companies were asked about important retention factors. The 10th factor (out of 10) was:

A) career growth, learning, and development.
B) fair pay and benefits.
C) meaningful work.
D) being part of a team.
E) having a great supervisor.

Question 20

Human resource directors estimate the cost of employee turnover at about ______for an hourly paid employee and ______ for a management position.

A) $4,000, $8,000
B) $2,000, $4,000
C) $4,000, $12,000
D) $8,000, $12,000

Question 21

A summative evaluation looks at which of the following?

A) Reaction, knowledge, productivity, behavior, attention
B) Knowledge, independence, behavior, attitude, attention
C) Reaction, knowledge, productivity, behavior, attitude
D) Reaction, knowledge, motivation, behavior, attitude

Question 22

The magic apron method is:

A) when people train themselves.
B) when the person that is leaving train.
C) when the manager trains.
D) the best method of training.
E) Both a and d

Question 23

In a study by the Hay Group, over half a million employees in 300 companies were asked about important retention factors. The number one factor was:

A) career growth, learning, and development.
B) fair pay.
C) benefits.
D) being part of a team.
E) working conditions.

Question 24

Job instruction training consists of all but which of the following?

A) Preparing the worker for training
B) A demonstration of what the worker is to do
C) Having the worker perform the task
D) Continuous evaluation of the worker

Question 25

One of the benefits of training is:

A) giving the supervisor more time to manage.
B) giving the workers positive discipline.
C) giving the business a number of warm bodies to do the work.
D) developing a buddy system.
E) All of the above.

Question 26

The survey mentioned in the text asked a nationally representative group of 3,400 employees what they considered to be "very important" in deciding to take their current job. The top reason was:

A) open communication.
B) few choices regarding other opportunities.
C) they knew someone in the company.
D) great pay.

Question 27

Which of the following should be written before developing a unit training plan?

A) Performance standards
B) Training objectives
C) Standard procedures
D) All of the above.

Question 28

Which of the following is the most important step after the formal training process is complete?

A) Job instruction training
B) Summative evaluation
C) Formative evaluation
D) Both b and c
E) None of the above.

Question 29

A unit training program should consist of:

A) training objectives and training sessions.
B) training checkpoints and training methods.
C) training pretests and performance standards.
D) Both a and b
E) Both a and c

Question 30

A job should always be taught:

A) with easiest tasks first, hard tasks last.
B) with hard tasks first, easiest tasks last.
C) in the order the tasks will be performed.
D) in the order that is most comfortable for the trainer.

Question 31

Which of the following is the biggest problem in training employees?

A) Urgent need
B) Diversity of workers
C) Training time
D) Turnover
E) Short-term associate

Question 32

Employees learn best when:

A) they are actively involved in the learning process.
B) the training is relevant and practical.
C) they have a good trainer.
D) Both a and b
E) All of the above.

Question 33

Which of the following are characteristics of a good trainer?

A) Knowledgeable
B) Organized
C) Displays sense of humor
D) Both a and c
E) All of the above.

Question 34

All of the following instances are necessary for further training except:

A) changes are made that affect the job.
B) employees don't get along with each other.
C) employees performance drops below par.
D) a worker has never mastered a particular technique.
E) None of the above.

Question 35

Human resource directors estimate the cost of employee turnover at for an hourly paid employee.

A) $2,000
B) $4,000
C) $8,000
D) $12,000
E) None of the above.

Question 36

In meetings, management talks for half the time about goals, vision, and mission. Employees talk the other half of the time by raising questions and concerns.

A) retraining
B) job instruction training
C) 50/50
D) orientation
E) group presentation

Question 37

Which of the following is not one of the five reasons why people do poor work?

A) Not knowing what to do
B) Not knowing how well you're doing
C) Not caring about your work
D) Not getting any help from the leader
E) Not getting along with the leader

Question 38

Which of the following is true regarding training?

A) When good training is lacking, there is likely to be an atmosphere of tension, crisis, and conflict
B) A small mistake or oversight made by a poorly trained employee can't have enormous impact
C) Having a person who is leaving a job train the person who will take it over is known as trailing
D) Both a and b
E) All of the above.

Question 39

Teaching people how to do their jobs is known as:

A) training.
B) retraining.
C) job instruction.
D) orientation.
E) Both a and c

Question 40

The logical person to train employees is:

A) human resources.
B) supervisor.
C) other employees.
D) big brother/sister.
E) None of the above.