Deck 9: Skills and Technical Training

Question 1

Customer service training does not need any financial incentive to be effective.

Answer 1

False

Question 2

Behavior modeling training has been found to be the most effective means for computer software training.

Answer 2

True

Question 3

Surveys have found that 73% of recent high school graduates lack:

A)A driver's license
B)Grammar and spelling skills
C)Computer skills
D)The ability to speak English

Answer 3

B

Question 4

Learning in apprenticeship programs is based on competency levels and not on time requirements.

Question 5

ISO 9000 is a set of uniform standards for quality for organizations to improve the international cooperation and exchange of goods and services.

Question 6

Statistical process control (SPC)has been mostly used in service organizations.

Question 7

A team is a group of individuals seen as linked in a social structure.

Question 8

Unions do not have an active role in providing developing,sponsoring or training their members.

Question 9

Self-efficacy is a belief that one can perform a given behavior.

Question 10

Over 20% of U.S.adults can be classified as below basic in "quantitative literacy".

Question 11

The Voluntary Protection Program (VPP)encourages organizations to work in conjunction with OSHA to establish workplace safety programs.

Question 12

One role of the HRD group is to monitor that training is going as planned.

Question 13

Apprenticeship training is most common in the Trucking Industry.

Question 14

Basic skills/literacy education deals with upgrading reading,writing,and computational skills.

Question 15

Which of the following is NOT a factor in the growing skills gap?

A)The lack of basic skills of many high school graduates
B)The increased sophistication of jobs
C)The growing number of racial minorities and non-English speaking immigrants
D)The aging of the workforce

Question 16

Technical training would include training in operating a computer driven machine.

Question 17

TQM requires employees to learn one fundamental skill: the ability to work effectively with others in a team.

Question 18

There is no research that shows that the formation of teams has been shown to be an effective organizational intervention.

Question 19

Traditional sales techniques are being replaced by more consultative approaches.

Question 20

TQM stands for Total Quality Maintenance.

Question 21

Which of the following is TRUE of the School to Work Opportunities Act?

A)federal grants are made to schools
B)employers must notify the government of plant closings
C)no training is encouraged by this act
D)none of the above are benefits of this act

Question 22

By 2018,the racial minorities will account for how much of the U.S.workforce?

A)Over one-third
B)About 10%
C)Well over 50%
D)Almost 75%

Question 23

All of the following are types of teams EXCEPT:

A)Department
B)Quality circle
C)Self-managed
D)Cross functional

Question 24

What role do labor unions play in apprenticeship and technical skills training?

A)None - it would violate the National Labor Relations Act
B)None - unions have shown no interest in this area
C)They are generally a full partner with the company in these programs
D)In effective programs,the union usually takes an adversarial role and opposes company training

Question 25

A license can generally be granted by:

A)a professional organization
B)a state government
C)labor unions
D)a and b above

Question 26

Which kinds of training may be needed to prepare new immigrants to enter the U.S.workforce?

A)Basic skills
B)Homemaking
C)English as a second language
D)Both a and c will be needed

Question 27

Which of the following meets the criteria for licensing and certification?

A)supervisor recommendation and work experience
B)completion of training hours and scores on aptitude tests
C)work experience and peer approval
D)attainment of a degree,a given level of practical experience,and a passing score on an examination

Question 28

Which of the following is considered a basic employee skill?

A)Windows 98
B)reading
C)simple machine operation
D)driving a car

Question 29

The Worker Adjustment and Retraining Notification Act (WARN)requires:

A)Unemployment pay for fired workers
B)60 days notice of plant closures for employers with over 100 employees
C)100 days notice of plant closures for employers with over 60 employees
D)Notice only to senior managers of plant closings

Question 30

Which of the following in NOT a positive outcome of a successful apprentice program?

A)Decreased turnover
B)Reduced health care costs
C)Tax incentives
D)Networking opportunities with other employers

Question 31

Customer service training is an example of:

A)KSAO training
B)Interpersonal skills training
C)Technical skills training
D)Sales training

Question 32

Which of the following describes the knowledge and skills needed to apply the arithmetical operations of addition,subtraction,multiplication,and division in combination with printed materials,as in balancing a checkbook or completing an order form?

A)Prose literacy
B)Document literacy
C)Quantitative literacy
D)None of the above

Question 33

Apprenticeship training:

A)is an old concept,traced to the middle ages as a way to pass on the knowledge of individuals working in skilled trades and crafts
B)was created by Lyndon Johnson in 1965
C)is no longer used in today's organizations
D)will probably be President Clinton's major legacy

Question 34

Which of the following is a common characteristic of basic skills/literacy programs?

A)Large group lectures
B)Videos done as cartoons
C)Aptitude testing
D)Pass/fail tests at the end of training

Question 35

The lost work day index (LWDI)is:

A)Number of workdays missed due for illness divided by total number of employees times 10
B)Number of workdays missed due to personal injury divided by total number of employees times 100
C)Number of workdays missed due to personal injury divided by total number of hours worked times 1000
D)Number of workdays missed due to sick children divided by total hours worked times 10

Question 36

Which of the following is a benefit of the school-to-work program to employers?

A)trained labor pool
B)a better public image
C)potential eligibility for wage subsidies and tax credits
D)all of the above are benefits

Question 37

OSHA stands for:

A)Occupation Safety and Health Act
B)On site Safety and Health Act
C)Oregon Safety and Health Act
D)Occupation Sales and Healing Act

Question 38

The Federal Government's current role in providing basic skills training is best defined as:

A)Non-existent - all funding was canceled by Ronald Reagan
B)Modest - mainly through the Basic Skills Training Act
C)Huge and growing - mainly through the Department of Education
D)Substantial - through the Job Training & Partnership Act and Workforce Investment Act

Question 39

An effective safety training would include all of the following EXCEPT:

A)Employee involvement
B)Management support
C)Regular safety training
D)A focus on training rather than monitoring standards and behaviors

Question 40

According to OSHA,the nonfatal occupational injury and illness rate for all industries has:

A)increased in the last 20 years
B)decreased in the last 20 years
C)stayed the same
D)there is no measurement for this issue

Question 41

Joint training programs involve the company and:

A)The Federal Government
B)The IRS
C)A labor union
D)A University

Question 42

Safety training is particularly important for:

A)Sales managers
B)Production workers
C)Office workers
D)Executives

Question 43

How do professional organizations provide continuing education opportunities and stay connected with their members?

A)publishing journals,magazines,and newsletters
B)precertification workshops to help members achieve certification
C)sponsoring conferences,meetings,and workshops
D)all of the above

Question 44

Many customer service training programs are based on the idea that:

A)Good service keeps customers coming back
B)Bad service keeps customers challenged
C)Service doesn't matter to customers
D)The customer is responsible for their experience

Question 45

Corporate Universities have been developed by organizations with which of the following goals?

A)Provide curriculum that is linked to the goals and mission of the organization
B)Make employees feel increased loyalty to the organization
C)Allow employees to leave their job to secure additional education
D)Enable all employees the opportunity access to free higher education

Question 46

Team building is:

A)Hiring new team members with specific attributes that the team is missing
B)Making a team based organizational chart that outlines the hierarchy of the team
C)A form of team training that is designed to build trust and a mutual sense of responsibility that make for an effective team
D)Is the sense of belonging felt by an insider in an organization

Question 47

The team related skills that are necessary for accomplishing the work assigned to the group are called:

A)basic skills
B)technical skills
C)task skills
D)process skills

Question 48

The three major funding streams for the WIA (Workforce Investment Act)are:

A)Youth,adults,senior citizens
B)New immigrants,adults,displaced workers
C)Youth,adults,displaced workers
D)Youth,prisoners,displaced workers

Question 49

An on-site safety observation (OSO)is a:

A)position that organizations hire outside consultants for
B)yearly inspection of equipment
C)training program offered to those who are hurt on the job
D)formal,structured approach for conducting a safety needs assessment

Question 50

All of the following are variables which predict team effectiveness EXCEPT:

A)A team pay system
B)Team spirit
C)Social support
D)Communication within the group

Question 51

Which of the following is NOT a category of adult literacy?

A)Computer literacy
B)Prose literacy
C)Document literacy
D)Quantitative literacy

Question 52

A 1995 report by the Organization for Economic Cooperation and Development estimated that what percent of U.S.adults had reading levels below primary school?

A)5
B)21
C)50
D)2