Deck 8: Training and Developing a Competitive Workforce

Question 1

Without a(n)_____,an organization cannot guarantee the right training will be provided to the right trainee.

A)human resource analysis
B)organizational appraisal
C)social audit
D)needs assessment
E)training control system

Answer 1

D

Question 2

Many organizations help their customers train their workforces because:

A)it meets the special customer needs
B)it ensures capabilities of specialized products are fully utilized and recognized
C)it can be a source of extra revenue
D)it ensures customers get the full benefits of the company's equipment
E)All of the above are reasons.

Answer 2

E

Question 3

Who would be most likely to provide the initial organizational orientation to a new sales employee in a large insurance company?

A)the insurance salespeople's sales manager
B)an outstanding insurance salesperson
C)a member of the company's human resources department
D)the new employee with the aid of self-paced instructional materials
E)all of the above

Answer 3

C

Question 4

In many organizations,on-the-job training is the only form of training offered.In these circumstances,_____ almost always are the providers of whatever training employees receive.

A)supervisors
B)coworkers
C)internal subject matter experts
D)employees
E)all of the above

Question 5

A job-needs analysis:

A)examines the ethics of each employee in the organization
B)uses information gathered from job analysis and competency modeling
C)includes an assessment of how each employee adds to the organizational culture
D)should be performed after a person-needs analysis
E)is accurately described by all of the above

Question 6

Training may be offered to:

A)a company shipping clerk to improve her computer skills
B)a new employee who needs to learn how to personalize his sales presentation
C)a line worker who will be assuming a supervisory role
D)a telemarketing operator who has been transferred to the production department
E)all of the above

Question 7

Line managers can contribute most significantly to employee training and development _____.

A)acting as coaches and mentors
B)conducting training audits
C)designing training techniques
D)administering the training process
E)exploring new training technology

Question 8

Employment commitment:

A)cannot be created,but must be allowed to develop over time
B)can be created by intensive socialization and training
C)is never permanent
D)lasts only as long as the employee gets to perform in a way that is comfortable for him or her
E)is desirable but not achievable

Question 9

What is the difference between training and development?

A)Training is more long term and development is more short term
B)Development is more closely tied to selection than training
C)The lower the entry skill levels,the less development you will need
D)Training usually addresses current needs while development addresses future needs
E)They really are one and the same

Question 10

A person-needs analysis:

A)is performed before a job-needs analysis
B)focuses on the generic job incumbent,not the current employee
C)identifies gaps between a person's current capabilities and those identified as necessary for a particular job
D)is derived from job analysis and competency modeling
E)is accurately described by all of the above

Question 11

Five components are necessary to ensure that you are setting up the proper conditions for effective training.Which of the following is NOT one of the five?

A)People need to know what it is they are to learn
B)People need to be motivated to put in the required effort
C)People must be shown how to acquire the needed competencies
D)All need to feel personally accountable for what they have learned
E)People need to become engaged in learning for learning's own sakE.

Question 12

What role do an organization's employees play in training and development?

A)The effectiveness of training and development requires the support and cooperation of all employees in the system.
B)All employees are typically involved in designing training systems.
C)Employees should not view training and development activities as opportunities for socialization.
D)Research indicates that employees who have not selected a career path are more likely to participate in training and development opportunities.
E)Only top management should be actively involved in designing and developing training programs.

Question 13

Recent Supreme Court rulings have established that an employer may not be held liable for discriminatory behavior by its employees if it can show that (a)it acted reasonably to prevent the behavior,and (b)the victim acted unreasonably by not using the company's available procedures for preventing harm.Which of the following principles will not help you meet court guidelines?

A)Require non-discrimination training as a condition of employment
B)Keep records of all training,and have employees sign a document that they completed the training
C)Inform employees of their rights,duties and responsibilities regarding non discriminatory behavior.
D)Give supervisors additional training covering their added responsibilities
E)All of these will help you comply.

Question 14

A properly executed organizational needs analysis:

A)results in a clear statement of training goals
B)includes an assessment of the organizational climate
C)identifies available resources and constraints
D)begins with an analysis of short and long term strategy
E)is accurately described by all of the above

Question 15

Research shows that a supportive training climate at an organization enhances transfer of training.Which of the following is an indicator of a supportive climate?

A)Training is held off site after hours
B)Employees compete for training opportunities
C)No overtime on training nights for the employees enrolled
D)The incentives are "If you don't,it will look bad on your recorD."
E)Employees encourage each other to practice newly learned skills

Question 16

Which of the following statements about training and development is true?

A)Active participation by all stakeholders is not required.
B)To be a success,training and development have to begin at the bottom-level of the organization with or without top management support.
C)The support of top management is all that is needed to guarantee a successful training and development program.
D)All employees should be actively involved in designing and delivering training systems.
E)None of the above statements about training and development is truE.

Question 17

Which of the following statements about self-assessed training needs is true?

A)Employee self-assessment of training can occur through use of surveys.
B)Self-assessment assumes that employees are aware of their weaknesses and performance deficiencies.
C)Self-assessed training needs is growing in popularity.
D)Self-assessment includes self-nomination for training opportunities.
E)All of the above statements about self-assessed training needs are truE.

Question 18

Judy has just begun as a volunteer in the local library.Her first task is to shelve books in the non-fiction section.First,the head librarian,Colette,shows her the how the numbering sequences work in the Dewey Decimal System.Then,Judy is sent with 10 books to shelve from all over the non-fiction section.Colette watches silently as Judy shelves each book,then she discusses with Judy any mistakes she has made.Which component identified by PDI is Judy undergoing in this shelving process?

A)Insight
B)Motivation
C)New Skills and Knowledge
D)Real-World Practice
E)Accountability

Question 19

A manufacturing company in Georgia might conduct a _____ to determine the training needs of its recently-immigrated Guatemalan employees.

A)person-needs analysis
B)job evaluation
C)organizational culture analysis
D)demographic-needs analysis
E)organizational assessment

Question 20

_____ has the major objective of teaching employees about the organization's history,culture,and management practices.

A)Socialization
B)Training
C)Organizational instruction
D)Personnel indoctrination
E)Bridging

Question 21

Off-the-job training:

A)is inappropriate when the employees are expected to master complex competencies
B)is usually more appropriate to conduct when the consequence of error is high.
C)creates learning that is easily transferred back to the job
D)is inappropriate when the employer wants affective outcomes
E)is accurately described by all of the above

Question 22

When setting up a training system,

A)coaching is best used when employees from several different functional areas need training
B)on-the-job training is best when trainees can learn by observing experienced employees and by working with the actual materials,personnel,or machinery (or all three)that constitute the joB.
C)programmed instruction is best used when a there are only a few new employees that need training
D)it is important to always use hierarchical sequencing in scheduling training
E)simultaneous training of a large group is best done with on-the-job training

Question 23

To set the stage for learning,a trainer or manager needs to:

A)consider the beliefs of trainees regarding their personal task-specific competencies
B)provide clear instructions
C)consider how the information will be presented
D)provide a visual demonstration for the trainee of the desired behavior
E)do all of the above

Question 24

Off-the-job training programs would be most likely used when:

A)teaching police recruits how to make an arrest
B)training an employee to use a floor polisher
C)teaching a new telemarketer how to close the sale
D)training a newly hired Kmart stock clerk
E)teaching an office manager how to enter data in a new computerized database management system

Question 25

To learn how to checkout groceries at a supermarket,the newly hired Celeste watched carefully as the 15-year veteran grocery checker weighed potatoes,double-bagged gallon jugs of milk,and handled payments.The supermarket was using _____ to teach Celeste how to perform the duties of grocery checker.

A)job rotation
B)off-site training
C)virtual training
D)programmed instruction
E)on-the-job training

Question 26

Lena was excited that her new employer had a large group of Mexican employees.She liked having the opportunity to use her Spanish language skills.Her ability to speak fluent Spanish is an example of:

A)cognitive knowledge
B)an affective outcome
C)a skills-based outcome
D)her cognitive inventory
E)fundamental knowledge

Question 27

According to your textbook,_____ can be more effective than traditional classroom training methods for teaching basic knowledge

A)six sigma-based training
B)on-the-job
C)mentoring
D)web-based instruction
E)self-teaching

Question 28

During the recent workshop Martin attended,he practiced learning how to talk to his co-workers,how to listen to what they are saying,and how to read their nonverbal communication.This workshop was designed to produce:

A)an affective outcome
B)improved skills
C)cognitive knowledge
D)a more versatile skills inventory
E)more intelligent employees

Question 29

Which of the following questions about Six Sigma is incorrect?

A)It is grounded in systematic measurement and statistical analysis
B)It was invented at GE in the 1980's
C)It requires that employees use several specific problem-solving skills
D)When a company decides to adopt Six Sigma,senior leaders typically go through the training first
E)The compensation system may be revised to align with the new Six Sigma goals

Question 30

During a recent day-long training session,Ashley and a group of co-workers were asked to solve several puzzles that required the group to work closely together.As they finished each puzzle,the group's sense of camaraderie increased.The members started the session as acquaintances and ended as friends.From this information,you would know this training session was designed to produce:

A)an affective outcome
B)a skill-based outcome
C)cognitive knowledge
D)a more versatile skills inventory
E)more intelligent employees

Question 31

Which of the following learning formats present situations that approximate actual job conditions and allow trainees to practice how to behave in those situations?

A)video teleconference
B)e-learning
C)sensitivity training
D)simulation
E)wilderness trips

Question 32

Even though the instructions for mixing paint colors were quite clear,the supervisor who was training the new hardware store clerk had her watch an actual demonstration of the mixing of a can of Desert Rose and a can of Newport Blue paint.The trainer used _____ to set the stage for learning.

A)shaping
B)enactive mastery
C)knowledge management
D)behavior modeling
E)task segmentation

Question 33

As a traffic officer,Mike deals with wrecks and traffic gridlocks during each working day.Next month he will go to work with the police department's canine unit for six weeks.This way he can become familiar with the dogs and what the unit does.He will learn how to give the dogs commands,and specific ways the dogs are used to fight crime.After his six weeks at this job,he will return to the traffic unit.What type of training program is Mike's police department using?

A)programmed instruction
B)role playing
C)simulation
D)mentoring
E)job rotation

Question 34

Which of the following types of information is NOT typically shared during an employee orientation program?

A)what to do when the fire alarm sounds
B)the length of coffee breaks
C)the history of the organization
D)the company's proposed merger
E)the organizational structure of the company

Question 35

Which of the following is a type of on-the-job training?

A)assessment centers
B)role playing
C)interactive video training
D)internships
E)programmed instruction

Question 36

Which of the following statements about off the job site training is true?

A)Simulation exercises are useful for developing human relation skills.
B)Role-playing exercises are useful for developing conceptual or technical skills.
C)Assessment center training transfers to the workplace without intervention by the trainers.
D)The lecture method does not easily permit individualized training.
E)Role-playing places no responsibility on the trainee for the success of the exercisE.

Question 37

The most informal training and development program is:

A)job rotation
B)supervisory assistance and mentoring
C)programmed instruction
D)sensitivity training
E)role playing

Question 38

For which of the following jobs would you expect to find an apprenticeship program being used as the primary training tool?

A)electrician
B)advertising copywriter
C)human resources manager
D)librarian
E)radio deejay

Question 39

For which of the following is an organization most likely to choose coaching as the most suitable training program?

A)to train a new employee in how to use the phone system
B)to teach a line worker how to operate the painting machine
C)to teach a CEO how to improve her communication skills
D)to improve a new employee's reading and writing skills
E)to teach a staff member how to use a new piece of safety equipment

Question 40

Lee wants to be a market researcher.In order to learn more about the job,he has accepted an internship for next semester at a marketing research firm.Which of the following statements describes why the organization would be willing to use the internship program as one of its training activities?

A)Interns earn less than fully-trained employees.
B)Internship programs provide vicarious learning.
C)Internship programs expose potential employees to the real jobs they would perform is hired.
D)Internship programs are informal.
E)All of the above describe reasons why the marketing research firm uses internship programs as part of its training activities.

Question 41

As an organization begins to embrace a philosophy of continuous learning and improvement,more active participation in the design and delivery of the organization's training system by all stakeholders is seen as both undesirable and unnecessary.

Question 42

The only affective outcome of a training system is the building of team spirit and socializing employees into the corporate culture.

Question 43

Like rush and initiation activities in fraternities and sororities,intense socialization tends to increase employee's commitment to the company.

Question 44

Disney begins the socialization process during recruitment as a way to discourage applicants who may not fit the corporate culture.

Question 45

Roger is a new assistant manager.His supervisor is trying to make Roger more assertive with his former co-workers.For the first couple of weeks,every time Roger was able to issue an order or make a decision based on what is good for the company rather than according to the wish of the employee making the request,Roger's supervisor congratulated him.With such positive reinforcement,Roger gradually assumed the managerial role.This is an example of:

A)shaping
B)enactive mastery
C)knowledge management
D)behavior modeling
E)task segmentation

Question 46

Possible recipients of global leadership training and development include

A)expatriates
B)inpatriates
C)global managers
D)headquarters staff
E)all of the above

Question 47

A demographic needs analysis can be used to assess whether all employees are given equal access to growth experiences and developmental challenges,which are known to be useful on-the-job methods for promoting skill development.

Question 48

A customer service representative who was being trained on how to enter data into a customer database would be engaged in skill-based learning.

Question 49

Together,job analysis and competency modeling establish the tasks performed in a job and the competencies required for effective job performance.

Question 50

Person-needs analysis are always narrow in scope because they focus on the individual employee.

Question 51

Jared is an engineer on a self-managing work team.Although an expert in his technical area,Jared is very nervous about public speaking.The team process requires each member to give presentations on their projects every week.Jared tends to make a shambles of his presentations.Finally,Jared's boss sent him for training in public speaking.At Jared's first presentation after his training,his boss sat in the back of the room,nodding and smiling,and giving Jared a thumbs-up sign when Jared finished.Jared's boss was using:

A)positive reinforcement
B)transfer of training
C)specific goals
D)motivation
E)practical encouragement

Question 52

The organizational needs analysis should translate the organization's objectives into a clear statement of goals for training and development.

Question 53

In the feature "Managing Globalization: PriceWaterhouseCoopers",Tahir Ayub's Namibian assignment

A)was a life-changing experience
B)taught him that "perhaps the way you see things isn't necessarily the best way"
C)was shared with two other PwC partners whom he had never met before:
D)helped him recognize the importance of listening to different perspectives before making decisions.
E)All of the abovE.

Question 54

As an HR manager for a large national bookstore chain,you have received complaints from some of the employees in your flagship store,which has 27 staff members.Apparently,several lesbian and gay employees brought their significant others to the staff family picnic.This triggered arguments,animosities and inappropriate behaviors at the store,despite the store manager's best efforts.You decide to use cultural awareness training.Which of the following statements is true?

A)Cultural awareness training is inappropriate because gender issues are not cultural issues.
B)The store manager should conduct sexual harassment and diversity training.
C)A consultant should be brought in to do team building instead.
D)Cultural awareness training alone is probably not going to solve the problem.
E)None of the above is truE.

Question 55

Employers usually evaluate the effectiveness of their training and development efforts by assessing only short-term effects.

Question 56

Attitude surveys are used to determine employees' own assessment of what they feel are their personal deficiencies.

Question 57

Knowledge management is about making sure that knowledge from employees,teams,and units in an organization is captured,remembered,stored,and shared with others.

Question 58

To help ensure that a company's knowledge management technology is fully integrated with other learning activities,many learning organizations have created a position titled Chief Integration Officer.

Question 59

A major purpose of training is to enhance competency deficits that cause employees to perform at less than the desired level.

Question 60

Kelly is a new data entry clerk.Her job entails entering 83 different pieces of information into a computerized form.Kelly's goal for the first week was to complete each form in 30 minutes with no more than two errors.During her second week of employment,Kelly was told to cut her time to 20 minutes with no more than one error.During her third week,her goal was to cut her time to 15 minutes with no errors.By the end of a month,Kelly was supposed to be able to complete the data entry on one form in 10 minutes without any errors.To facilitate the mastery of this data entry task,Kelly's supervisor used:

A)task segmentation
B)proximal goals
C)shaping
D)behavior modeling
E)distal goals

Question 61

Reinforcement is the behavior that precedes the consequence.

Question 62

What kind of knowledge is built by orientation programs?

Question 63

Diversity is seldom disruptive to an organization.

Question 64

There is no real way to train high-level executives who hold visible and somewhat unique jobs.

Question 65

Training at the work site but not on the job is appropriate for required afterhours programs and for programs in which contact needs to be maintained with work units but OJT would be too distracting or harmful.

Question 66

What kind of knowledge is acquired by an employee who repeatedly practices repairing copy machines?

Question 67

An advantage of the lecture method is that it efficiently and simultaneously conveys large amounts of information to large groups of people.

Question 68

Internship and assistantship programs are somewhat less formalized and extensive than apprenticeships.

Question 69

Assessment centers cannot be used to for training.They are a selection tool.

Question 70

A method for minimizing the disadvantages of on-the-job training is combining it with off-the-job training.

Question 71

If individuals dwell on their personal deficiencies relative to the task,potential difficulties may seem less formidable than they really are.

Question 72

Some tasks,such as those necessary in an emergency situation,must be overlearned.

Question 73

When choosing a training format,transfer is one of the most important considerations.Research has shown that the more dissimilar the training environment to the actual work environment,the less likely trainees will be able to apply the training back at their jobs.

Question 74

What is the first phase in the training program model?

Question 75

When a task is overlearned,the trainee must think consciously about behavior before responding.

Question 76

Global leadership competency is especially important in global organizations that are structured according to geographic regions rather than around products.

Question 77

List the three types of locations for training activities.

Question 78

Individuals perform better if they are actively involved in the learning process.

Question 79

One of the most urgent focuses of team training is to eliminate all conflict and disagreement.

Question 80

How do the processes of training and development differ?