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) management

Answer 1

B
Explanation: B)Directly after orientation,training should begin.Training means giving new or current employees the skills they need to perform their jobs.Training is essential to good management.

Question 2

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

Answer 2

B
Explanation: B)Allowing trainees to work at their own pace,providing adequate practice,and maximizing the similarity between the training situation and the work situation are all techniques that enable trainees to transfer new skills from the training site to the work site.

Question 3

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

Answer 3

B
Explanation: B)The competency model consolidates,usually in one diagram,a precise overview of the competencies (for example,in terms of knowledge,skills,and behaviors)someone would need to do a job well.

Question 4

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) questioning current job holders
D) conducting a work sampling

Question 5

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

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

Question 6

Amy,an accounting supervisor,has been asked to provide training for her subordinates about new tax laws.In order to motivate the individuals who attend her training session,Amy should most likely do all of the following EXCEPT ________.

A) use as many visual aids as possible during the session
B) provide an overview of the material to be covered
C) teach new terminology and technical concepts
D) give information in logical, meaningful sections

Question 7

On Alicia's first day of work at a software firm,she attended a meeting with the HR manager and other new employees.Alicia learned about employee benefits packages,personnel policies,and the structure of the company.In which of the following did Alicia most likely participate?

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

Question 8

What is the first step in the ADDIE training process?

A) assessing the program's successes
B) appraising the program's budget
C) analyzing the training need
D) acquiring training materials

Question 9

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 10

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

Question 11

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

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

Question 12

James,an HR manager,is currently identifying the specific knowledge and skills required for a telemarketing position at Newman Enterprises.James is most likely involved in which of the following?

A) task analysis
B) program evaluation
C) strategic training needs analysis
D) current training needs analysis

Question 13

Which of the following would most likely occur during the fourth step of the ADDIE training process?

A) holding on-the-job training sessions
B) selecting employees for training
C) preparing online training materials
D) asking participants for feedback

Question 14

What is the second step in the ADDIE training process?

A) developing training aids
B) defining the training objectives
C) designing the overall training program
D) designating employees who need training

Question 15

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

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

Question 16

MTR Enterprises failed to provide adequate safety training to one of its employees.As a result,the employee harmed a customer.A court would most likely find MTR liable for ________.

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

Question 17

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

A) training a targeted group
B) creating training materials
C) evaluating the success of the program
D) estimating a budget for the training program

Question 18

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

Question 19

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

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

Question 20

What is the final step in the ADDIE training process?

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

Question 21

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) apprenticeship training
C) programmed learning
D) job rotation

Question 22

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

A) job instruction training
B) apprenticeship training
C) on-the-job training
D) classroom training

Question 23

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 most likely 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 sales team members recently received their annual performance appraisals.

Question 24

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

A) professional chef
B) dental assistant
C) fire medic
D) banker

Question 25

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) programmed learning
C) apprenticeship training
D) coaching technique

Question 26

Tyler,a new accounts representative at Martin Marketing,is learning the job by actually doing job-related tasks such as contacting customers.Tyler is most likely participating in ________.

A) on-the-job training
B) socialization
C) social learning
D) modeling

Question 27

Which of the following will most likely help a speaker improve the effectiveness of a training lecture?

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

Question 28

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) informal learning

Question 29

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) job expansion
D) informal learning

Question 30

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) performance appraisal

Question 31

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

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

Question 32

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) appropriate for large groups
D) requires limited preparation

Question 33

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.

Question 34

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

A) going through the job at a slow work pace
B) explaining quantity and quality requirements
C) familiarizing the trainee with equipment, tools, and trade terms
D) having the trainee verbalize the steps in the procedure

Question 35

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 trainee performs the job several times slowly as the supervisor observes.

Question 36

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

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

Question 37

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

A) understudy training
B) mentoring
C) apprenticeship training
D) coaching

Question 38

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

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

Question 39

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 were the results of attitude surveys distributed to the sales team?

Question 40

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) key points or guidelines
D) quality requirements

Question 41

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) work function analysis
D) electronic support system

Question 42

Which of the following involves a trainer in a central location teaching groups of employees at remote locations over cable broadband lines or the Internet?

A) audiovisual-based instruction
B) programmed learning
C) vestibule training
D) videoconferencing

Question 43

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

A) providing computerized simulations
B) assigning writing exercises to employees
C) holding math and reading classes at work
D) sending employees to adult education classes

Question 44

________ are special software tools that support Internet training by helping employers identify training needs,and to schedule,deliver,assess,and manage the online training itself.

A) Learning management systems
B) Intelligent tutoring systems
C) Computer simulations
D) Learning portals

Question 45

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) simulated learning

Question 46

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

A) Training time is significantly reduced.
B) Trainees can work at their own pace.
C) Trainees benefit from a skilled coach.
D) Trainees receive immediate feedback.

Question 47

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

A) human resource management
B) performance enhancement
C) management development
D) talent management

Question 48

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-based training module

Question 49

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

Question 50

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

A) Adaptability screening
B) Multicultural simulation
C) Mandatory arbitration
D) Diversity training

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) strategic management
D) management by objectives

Question 52

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

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

Question 53

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) intelligent tutoring system
D) learning portal

Question 54

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's employee orientation program provides new employees with information about the history, culture, and vision of the firm.
D) 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 55

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

Question 56

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

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

Question 57

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

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

Question 58

What is the primary purpose of implementing a cross training program at a firm?

A) compiling skills records
B) creating a diverse environment
C) facilitating flexible job assignments
D) assessing employee technical skills

Question 59

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

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

Question 60

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) Wells Fargo is one of the few financial institutions to require all employees to participate in at least 30 hours of training each year.
C) Wells Fargo bank tellers use electronic performance support systems to assist them with handling complicated bank transactions.
D) Employee surveys indicate that many Wells Fargo bank tellers are uncertain about the best methods for handling angry customers.

Question 61

The purpose of a current training needs analysis is to ensure that critical employees receive adequate training and development for future positions with the firm.

Question 62

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

Question 63

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

Question 64

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

Question 65

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

Question 66

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

A) developing a vision
B) mobilizing commitment
C) consolidating gains
D) creating a leading coalition

Question 67

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) apprenticeship training
C) management games
D) behavior modeling

Question 68

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

Question 69

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

A) human process
B) strategic applications
C) technostructural
D) human resource management

Question 70

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

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

Question 71

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

Question 72

All of the following are characteristics of most interactive training programs,such as simulations,EXCEPT ________.

A) instructional consistency
B) responsive feedback
C) increased learning time
D) increased retention rate

Question 73

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

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

Question 74

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

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

Question 75

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 76

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

Question 77

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

Question 78

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

Question 79

Apprenticeship training is a step-by-step self-learning method which uses a textbook,computer,or the Internet.

Question 80

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.