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Chapter 9—Training Human Resources

MULTIPLE CHOICE

1. ____ provides employees with specific, identifiable knowledge and skills for use in their present jobs.a.

Orientation

b.

Learning

c.

Employee development

d.

raining

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O&$ %efinitional

*. %evelopment is distinguished from training, in thata.

development is broader in scope, focusing on individuals gaining new capabilities usefulfor both present and future jobs.

b.

EEO laws and regulations apply primarily to training not development.

c.

training is usually provided internally whereas development takes place in e2ternallearning environments.

d.

development provides people with specific, identifiable knowledge and skills for use ontheir present jobs.

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O&$ %efinitional

3. ! fitness center is planning to invest in speciali4ed pieces of e2ercise e5uipment. his e5uipment ishighly effective, but the customers could be injured if the e5uipment is used incorrectly. #o, the fitnesscenter is sending its e2ercise instructors to a certified training program to learn how to use thesemachines correctly. his would be classified asa.

re5uired and regular training.

b.

job6technical training.

c.

problem7solving training.

d.

developmental training.

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O&$ !pplication

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8. 0enry is scheduling a program on handling ha4ardous materials for production employees at thechemical plant to comply with O#0! regulations. his type of program is classified as ____ training.a.

job6technical

b.

re5uired and regular

c.

developmental

d.

problem7solving

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O&$ !pplication

9. -en, a new manager, is being sent to a series of seminars to bring his communication, meetingmanagement, and team7building skills to the higher level needed for his new duties. -en is beingtrained in ____ skills.a.

emotional

b.

soft

c.

tangible

d.

concrete

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O&$ !pplication

+. raining is an area targeted by employment laws and regulations. ! primary discrimination concerncenters on thea.

methods by which mentors are selected and allocated.

b.

diversity content of training programs.

c.

amount of e2penditures on training of minority and disabled employees versus trainingof majority and able7bodied employees.

d.

criteria used to select individuals for inclusion in training programs.

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O&$ /onceptual

:. he planned introduction of new employees to their jobs, coworkers, and the organi4ation is adefinition of a.

orientation.

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b.

organi4ational entry.

c.

employee development.

d.

indoctrination.

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O&$ %efinitional

;. !manda has just completed her -! for which her company paid all tuition and book e2penses.!manda signed a training contract with her employer that runs for four years. ! headhunter hascontacted !manda with an offer of a position that would be a significant promotion. <hich of thefollowing statements is )=E>a.

!manda cannot leave to go to another firm for four years because of this contract.

b.

raining contracts that prohibit trainees from future employment with competitors areillegal.

c.

!manda could ask the offering company for a signing bonus that would cover herobligation to her employer for her -! e2penses.

d.

'f !manda took the job offer from the other company, <orldwide (ood #ervices couldsue the new employer for the cost of !manda?s educational e2penses under the non7

piracy law.

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O&$ !pplication

@. ! growing number of companies have recogni4ed that training and 0) development are

a. e2pensive substitutes for high 5uality public education.

b.

primarily associated with orienting new employees to the organi4ation and their jobs.

c.

integral to competitive business success.

d.

generate high )O' when used tactically.

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O&$ /onceptual

1 . Lyle has been hired as the first director of training at #'#', 'nc. Lyle has been spending his first fewweeks meeting with operating managers and learning the business at #'#'. Lyle has told the managershe wants to partner with them to help solve their problems. Lylea.

probably believes that training can solve most organi4ational problems.

b.

is displaying a strategic training mindset.

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c.

is taking a tactical approach to training.

d.

is focusing on knowledge management.

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O&$ !pplication

11. 'n order to remain competitive, organi4ations must continually train current employees because of a.

the poor education system in the =.#.

b.

rapid technological innovation.

c.

competition from businesses in low labor cost countries.

d.

high voluntary turnover rates of =.#. employees.

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O&$ /onceptual

1*. ____ management is the art of creating value by using the organi4ation?s intellectual capital.a.

'ntellectual

b.

Anowledge

c.

'ntelligence

d. /reativity

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O&$ %efinitional

13. he performance consulting approach to traininga.

is a process in which a trainer and the organi4ation work together to decide how toimprove organi4ational and individual results.

b

.

focuses e2clusively on improving job performance by employees through training

programs.c.

uses outside vendors to design and implement training programs.

d.

assumes that human factors are the major reasons for gaps between desired and actualemployee performance.

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O&$ /onceptual

18. Bloria is an 0) professional who takes the performance consulting approach to training. Bloria ismeeting with -eatrice, a manager who is has a poor7performing subordinate. Bloria is most likely towork with -eatrice toa.

identify the tasks in which the subordinate?s performance is low and send the subordinatefor training in that task.

b.

investigate whether the cause of the subordinate?s problem is something about thesubordinate or whether it is caused by -eatrice or some aspect of the workplace.

c.

determine whether the tasks being performed poorly are important to the organi4ation?sstrategic goal.

d.

give the subordinate a number of skill and psychological tests to assess the subordinate?slevel of competence.

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O&$ !pplication

19. he "ew 0eights &ublic #chool system has purchased an 0) management software system from a

major software vendor. !s part of the sale, the vendor has included training for the school system?s 0)staff. he vendor is doing this to help retain "ew 0eights as a customer, making future sales to "ew0eights more likely, and toa.

eliminate "ew 0eights as a competitor for training other schools in use of this software.

b.

allow "ew 0eights staff to become certified trainers for the vendor?s software, thusgiving the school a new source of revenue.

c.

to ensure that critical skills are not transferred to the school system?s 0) staff, but kepte2clusively with the vendor.

d.

turn training into a revenue source for the vendor.

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O&$ !pplication

1+. &rovidential #ecurity, a firm speciali4ing in protecting financial institutions, invests heavily in trainingits staff. One of its training e2ercises Cwhich the company refers to as its Dwar games F involvesactually putting a high7rise office building of one of its clients on Dlockdown in reaction to a bombthreat. he building is evacuated and secured, then all the &rovidential staff are debriefed. his is ane2ample of a.

a simulation.

b. integration of performance and training.

c.

a strategic mindset.

d.

real7world gaming.

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1:. he best e2ample of Dreal time learning would bea.

using a virtual reality setting to train drivers of trolley cars in #an (rancisco.

b.

allowing trainee firefighters to put out a small building fire in the presence of trainers.

c.

a simulator in which trainee flight controllers can learn to cope with near misses ofaircraft.

d.

having a trainee instructor deliver a lecture in the presence of a trainer without anaudience.

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O&$ !pplication

1;. /ompared with a training director, a /hief Learning Officer a

.

is a line manager reporting directly to the /EO rather than being in a staff or advisory

role. b.

focuses more on academic learning and cooperative programs with universities.

c.

has risen through the ranks of operating managers rather than having a speciali4ed background in adult learning.

d.

is an organi4ational leader functioning in the area of knowledge through training.

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O&$ /onceptual

1@. !n e2pected major benefit of cross7cultural training of employees moving to international assignmentsisa.

a reduction of lawsuits brought against e2patriate =.#. employees by foreigners.

b.

increased financial performance due to reduction in decision time and other efficiencies.

c.

a higher likelihood that =.#. e2patriates will be willing to spend the remainder of theircareers overseas, rather than returning prematurely.

d.

more effective use of intercultural knowledge of former e2patriates when they reintegrate back to head5uarters.

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O&$ /onceptual

* . Biles, a sales representative for a pipeline components manufacturer in the =.#., will be spending amonth traveling in Eastern and <estern Europe to develop potential buyers for his company?s product.<hich of the following statements is )=E>a #ince Biles will not be living overseas, and the business language of Europe is English,

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. there would not be a positive cost7benefit result in Biles receiving cross7cultural training. b.

he most beneficial pre7assignment training Biles could receive would be in legal practices in Eastern and <estern Europe since he will be having to negotiate contractswith foreign firms.

c.

Biles would benefit from training in customs and business practices in the countries hewill visit.

d.

't would be more important for Biles to receive language training, probably in Berman, before his trip overseas than training in customs and business practices.

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O&$ !pplication

*1. <hich of the following statements is )=E>a.

Blobally, there is a decline in the supply of speciali4ed skilled and technical workerssignaling a worldwide crisis in education.

b.

he =.#.?s leadership position in innovation is threatened by the decline in speciali4edand skilled workers in the =.#.

c.

%espite its shortcomings, the =.#. educational system is generating an increasing supplyof speciali4ed skilled and technical workers.

d.

'n a global economy, one country?s supply of speciali4ed skilled and technical workers isirrelevant to that nation?s success because labor is outsourced on a global scale.

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O&$ /onceptual

**. he Demotional component of international competence is the person?sa.

level of sensitivity to cultural issues.

b. ability to connect with foreigners on an emotional level.

c.

ability to handle the emotional stress of an overseas assignment.

d.

propensity to emotionally identify with a foreign culture.

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O&$ %efinitional

*3. !le2 wishes to increase the behavioral competence of the company?s e2patriates, most of whom aresent to countries in !frica. 0e should investigate ____ for e2patriates.a.

sensitivity training

b.

courses on the history of the !frican cultures

c.

communication training, especially in non7verbal cues,

d social skills training focusing on intercultural situations

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.

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O&$ !pplication

*8. !ll of the following are 5uestions that should be answered before training begins EH/E&

a. 's there a need for training> b.

<ill the training re5uire the employees to be paid more>

c.

<ho will do the training>

d.

0ow will the knowledge be transferred to the job>

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O&$ /onceptual

*9. Earth#hapers, 'nc., a =.#. manufacturer of heavy construction e5uipment, maintains large sales andsupport operations overseas. <hen sending new employees to its operations in apan, the employeestake courses in apanese history and culture so that the !mericans can adjust more easily to living in

apan. his training would apply to the ____ component of international competence training.a.

cognitive

b.

conceptual

c.

emotional

d. behavioral

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O&$ !pplication

*+. 'n the ____ phase of the training process, organi4ational and employee performance issues areconsidered to determine if training can help.a.

assessment

b.

implementation

c.

evaluation

d.

initiation

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*:. Beorgian Oaks 0ospital is trying to reduce the number of hospital7based infections it is e2periencing.'ts director of training has determined that a training program to encourage all hospital employees whohave contact with patients to wash their hands fre5uently would be effective in reducing theseinfections. he most appropriate criterion of success for this training program would bea.

a significant increase in the percentage of hospital staff who respond on a follow7up5uestionnaire that hand washing is important in reducing hospital7based infections.

b.

a significant increase in the number of times the hospital staff wash their hands per dayin the year following the training.

c.

the total mortality and morbidity rates of patients in the hospital.

d.

the cost per staff member of the training program.

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O&$ !pplication

*;. he loan review department at a major regional bank has an e2ceptionally high turnover of bothadministrative assistants and analysts. #everal analysts have 5uit within si2 months of taking the job.!6an ____ analysis would reveal if there were a need for training in this department that would reducethis level of turnover.a.

job6task

b.

organi4ational

c.

individual

d.

productivity

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O&$ !pplication

*@. !ndrea, an intern in the 0) department for a chain of upscale organic grocery stores, has beenassigned to observe the activities that bakery managers perform during the day. !ndrea is performinga6an ____ analysis.a.

occupational

b. group

c.

individual

d.

job6task

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33. "ew&hase odular 0omes is located in a large, depressed urban area, partly because of thehistorically low labor cost there. 't needs skilled workers who can do carpentry, wiring, plumbing andother construction work. -ut, in the last 1 years, it has become harder and harder to find applicantswho have basic literacy and math skills, much less people who are already skilled electricians and

plumbers. "ew&hase does not want to relocate its plant to another city, so its realistic options'"/L=%E all the following EH/E&a.

work with local elementary and high schools to help better educate potential employees.

b.

offer remedial training to current employees in lower7skilled jobs so that they can bemoved into open positions in the more highly7skilled areas.

c.

weed out deficient applicants and fill open jobs by recruiting in other states with a morehighly7educated population by offering above7market wages.

d.

hire deficient applicants and set up training programs for them.

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O&$ !pplication

38. One of the objectives for the emergency medical technician?s certification is that the individual must be able to start an 'I in an infant. his is a ____ type of training objective.a.

knowledge

b.

skill

c.

tactile

d.

transferal

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39. 'f a person has internali4ed the training, he6shea.

will need constant reinforcement on the job until the learning has been transferred.

b.

has only absorbed the training in a superficial way.

c.

has truly learned and is able to use the training.

d

.

has integrated the training into his6her basic personality.

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O&$ %efinitional

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3+. here are 1+ training programs which -rian, the director of training, wishes to implement during thecoming year. !fter e2amining his training budget, -rian reali4es he will not be able to conduct allthese training efforts and he must prioriti4e them in order to reduce the number. -rian should prioriti4ethese training programs based ona.

the 5uantifiability of program criteria.

b.

the number of re5uests he has had from employees and managers for certain types oftraining.

c.

the cost per trainee of the programs.

d.

organi4ational strategic objectives.

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O&$ !pplication

3:. One of the indicators that an employee is Dready to learn is if he6she hasa.

a higher7than7average 'J.

b.

an e2troverted personality.

c.

a desire to understand the training content.

d.

had success in previous training e2periences.

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O&$ /onceptual

3;. he primary considerations when designing training include all of the following EH/E&a.

cost7benefit analysis.

b.

learner readiness.

c.

learning styles.

d.

transfer of training.

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3@. eanne is +* years old. <hen she was in her * s and 3 s, eanne was a medical research librarian at amedical school. #he left her job to take care of her children and disabled husband. "ow that her familyresponsibilities are behind her, eanne has both a financial need and a psychological need to re7enterthe workforce. -ut eanne is worried about applying for an open position at a university library

because of the major changes in information technology that have occurred in library management. !sthe 0) director of the library, you feel eanne is highly 5ualified for this position, but that the main

barrier to her learning the job tasks will bea.

the reduction in ability to learn new tasks as people age.

b.

the fact that eanne will lack the motivation to learn the new technology.

c.

that older adults learning styles are tactile and the library?s training system is visual.

d.

eanne?s low sense of self7efficacy.

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O&$ !pplication

8 . he elements of training design that make learning possible include all of the following EH/E& $a.

trainer knowledge of learner styles

b.

learner readiness.

c.

design for transfer of training.

d.

trainer?s sense of self7efficacy.

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81. #elf7efficacy refers toa.

a personKs desire to learn training content.

b.

learners possessing the basic skills and sufficient cognitive abilities to learn the newtasks.

c.

the perceived ability of the instructor to transfer the knowledge to the student.

d

.

a personKs belief that he6she can successfully learn the training program content.

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O&$ %efinitional

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8*. /oretta, the director of training for a regional bank, is frustrated with !llen, one of the new tellertrainees. !llen is progressing too slowly to be able to complete the two7week course successfully./oretta is considering whether !llen is really ready to learn. /oretta e2amines all of the following

possibilities EH/E&a.

whether !llen has a learning style that is not being addressed by the current tellertraining program.

b.

whether !llen has the self7confidence that he can successfully learn the tasks.

c.

whether !llen is really interested in learning how to do the teller tasks.

d.

whether !llen has the cognitive ability to understand the teller tasks.

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O&$ !pplication

83. !t &lantsman?s Eden nursery, new greenhouse workers are trained in proper techni5ues fortransplanting rooted cuttings. !s part of the training, the workers are given 1 seedlings of differentkinds of plants to transplant. hese efforts will be checked by the trainer. his is an e2ample of a.

active practice.

b.

behavior modeling.

c.

Bestalt learning.

d.

visual learning.

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88. ____ learners must get their hands on and use the training resources.a.

!uditory

b.

!ction

c.

actile

d.

Iisual

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O&$ %efinitional

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89. <hen !bner presents week7long training programs on negotiation techni5ues to e2periencedmanagers, he deliberately starts out with a general overview of negotiation and how it contributes to

better employer7employee relations. hen, he describes to the trainee7managers the specific parts ofthe negotiation training program they will cover in the following week. !bner is usinga.

behavior modeling.

b.

Bestalt learning.

c.

efficacy enhancement techni5ues.

d.

active practice.

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O&$ !pplication

8+. ____ occurs when trainees perform job7related tasks and duties during training.a.

<hole learning

b.

ransfer of training

c.

&ositive reinforcement

d.

!ctive practice

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O&$ %efinitional

8:. ____ occurs when several practice sessions are stretched out over a period of hours or days.a.

#paced

b.

assed

c.

!lternate

d.

!ctive

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8;. !ll of the following are principles for designing training for adults EH/E&a.

building in confidence7raising e2periences for the trainees.

b.

providing structure and direction.

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c.

centering the training around problems.

d.

clarifying why the training is needed.

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O&$ /onceptual

8@. /ole, the director of training for a manufacturer of heavy e5uipment, is designing a training programfor new sales representatives. he sales reps need to be able to 5uote Dchapter and verse from thecompany catalog regarding types of e5uipment, their functions, their appropriate and inappropriateuses, pricing, and financing packages. /ole?s training program would be most effective if he designedit using ____ practice for the sales reps.a.

computer7based

b.

spaced

c.

massed

d.

virtual

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O&$ !pplication

9 . he most elementary way in which people learn is ____, or copying someone elseKs behavior.a.

behavior modification

b. behavior modeling

c.

cognitive practice

d.

positive reinforcement

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O&$ %efinitional

91. 'n order to encourage employees to take an emergency first aid course and /&) training, the 0)director is giving each employee who completes the first aid and /&) courses a Dlottery ticket. 'n

uly, a plant7wide lottery will be held with pri4es worth up to M1 . he director of 0) has decided touse the concept of a.

Bestalt learning.

b.

behavior modeling.

c immediate confirmation.

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.d.

reinforcement

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O&$ !pplication

9*. he concept of reinforcement is based on the law of a.

effect

b.

behavior.

c.

reaction.

d.

modification.

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93. #oltura &roducts, 'nc., has a training program for customer service representatives that tests trainees ontheir knowledge of company products. Every time the trainee answers a 5uestion, he6she learnswhether the answer is right or wrong. his is calleda.

behavior modeling

b.

primary reinforcement

c

.

immediate confirmation

d.

active practice

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O&$ !pplication

98. One way to aid transfer of training to job situations is to ensure thata.

trainers have high levels of self7efficacy.

b.

immediate confirmation is provided.

c.

the specific details of the training tasks are addressed early in the process.

d.

the training mirrors the job conte2t as much as possible.

!"#$ % & #$ 1 %'($ oderate )E($ p. *:*

8/12/2019 Mj12e Tb Ch09


O- $ * "! $ !!/#- )eflective hinking LO/$ 0)O&$ /onceptual

99. <hich of the following statements about transfer of training is )=E>a.

On the whole and in most circumstances, training results in learning and has a long7termeffect on employee behavior.

b.

'f employees make the initial transfer of their new skills to the workplace, they willretain these skills for the long term.

c.

raining may have an initial impact on employee behavior, but its impact erodesdramatically over a year?s time.

d.

ransfer of training is so poor that most training efforts must be repeated annually.

!"#$ / & #$ 1 %'($ oderate )E($ p. *:*O- $ 3 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

9+. he most common method for delivering training in the workplace isa

.

face7to7face internal training.

b.

self7guided training.

c.

web conferencing.

d.

outside training.

!"#$ ! & #$ 1 %'($ Easy )E($ p. *:3 G (igure @7:O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

9:. ____ is an internal source of training that occurs through interactions and feedback among employees.a.

'nformal training

b.

Iestibule training

c.

Employee development

d.

"ew employee orientation

!"#$ ! & #$ 1 %'($ Easy )E($ p. *:8O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ %efinitional

9;. he most common type of training at all levels in an organi4ation is6area.

simulation e2ercises.

b.

role playing.

8/12/2019 Mj12e Tb Ch09


c.

on7the7job training.

d.

classroom instruction.

!"#$ / & #$ 1 %'($ Easy )E($ p. *:8O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

9@. <hich of the following is )=E about on7the7job training CO F>a.

't is less disruptive to the work flow than other types of training.

b.

't is fle2ible and relevant to what employees do.

c.

't is more e2pensive than classroom training.

d.

O is most effective when it arises spontaneously out of job activities.

!"#$ - & #$ 1 %'($ oderate )E($ p. *:8O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

+ . %r. #mith, a small7animal veterinarian, has hired /arlos as an assistant. On /arlos? first day, %r. #mithshows /arlos the techni5ue for holding a cat during vaccinations. (irst, %r. #mith describes thetechni5ue. hen he shows /arlos the techni5ue. hen he asks /arlos to hold the cat and sees if /arlosis successful. his is an e2ample ofa.

cross7training.

b

.

cooperative training.

c.

apprenticeship.

d.

on7the7job training.

!"#$ % & #$ 1 %'($ Easy )E($ p. *:8 G (igure @7;O- $ 8 "! $ !!/#- !nalytic LO/$ 0)

O&$ !pplication

+1. =nions view cross7training unfavorably because it

a.

threatens job jurisdiction.

b.

may make layoffs easier for the employer to implement.

c.

reduces effective wages per hour.

d.

increases worker productivity, and thus threatens job security.

8/12/2019 Mj12e Tb Ch09


!"#$ ! & #$ 1 %'($ oderate )E($ p. *:9O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

+*. he two major advantages for the employer of cross7training employees is development anda.

individual employee productivity increases.

b.

cost efficiencies.

c.

better union relations.

d.

fle2ibility.

!"#$ % & #$ 1 %'($ oderate )E($ p. *:9O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

+3. Outside training would be appropriate in all the following situations EH/E&a.

the organi4ation has few employees who need a particular set of skills.

b.

the employees need to be trained 5uickly.

c.

the employees have low learner readiness levels.

d.

the organi4ation?s 0) staff lacks the e2pertise needed to in the training content.

!"#$ / & #$ 1 %'($ oderate )E($ p. *:9

O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)O&$ /onceptual

+8. 'n a small organi4ation without an 0) department, new employee orientation is the responsibility of a.

the new employer him6herself.

b.

the business owner.

c.

the new employeeKs supervisor or manager.

d.

the new employeeKs coworkers.

!"#$ / & #$ 1 %'($ Easy )E($ p. *::O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

8/12/2019 Mj12e Tb Ch09


+9. <<(# has a large number of cooks and other food service workers who will be sent to hostileenvironments overseas to prepare meals for the military. he workers have been hired, but they need to

be trained almost immediately because of the contract with the military, and the 0) staff at <<(# isoverloaded. 't would be most wise for <<(# toa.

cancel the military contract.

b.

hire e2ternal trainers.

c.

hire and train new 0) staff to do the training.

d.

use on7the7job training when the new hires arrive in the hostile environment.

!"#$ - & #$ 1 %'($ oderate )E($ p. *:9O- $ 8 "! $ !!/#- !nalytic LO/$ 0)

O&$ !pplication

++. ____ involves the use of vendors to train employees.a.

Outsourcing

b.

ob instruction training

c.

&erformance consulting

d.

/ooperative education

!"#$ ! & #$ 1 %'($ Easy )E($ p. *:+O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

+:. he <orkforce 'nvestment !ct encourages employers to hire ____ through ta2 credits.a.

single mothers

b.

disabled adults

c.

disadvantaged youths

d.

e27felons

!"#$ / & #$ 1 %'($ oderate )E($ p. *:+O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)O&$ /onceptual

8/12/2019 Mj12e Tb Ch09


+;. #usan, the new director of training, has noticed that the orientation program for new employees is5uite abbreviated. -asically, the employees are directed to the organi4ation handbook on theorgani4ation?s <eb site and told to read it. #usan wants to design and implement a more thorough andwell7designed orientation program, because the company hires about 1 new employees per year atall levels. 'n listing her arguments in favor of spending money on this new program, #usan lists all ofthe following positive points EH/E&a.

effective orientation will establish a favorable employee impression of the organi4ation.

b.

effective orientation will reduce the number of discrimination lawsuits by employees.

c.

effective orientation will ensure employee performance and productivity begin more5uickly.

d.

effective orientation will improve employee retention rates.

!"#$ - & #$ 1 %'($ oderate )E($ p. *::7*:;O- $ 8 "! $ !!/#- !nalytic LO/$ 0)

O&$ !pplication

+@. ____ is the general term for the use of the 'nternet or an organi4ational intranet to conduct training on7line.a.

%istance education

b.

E7learning

c.

/omputer education

d.

<eb7learning

!"#$ - & #$ 1 %'($ oderate )E($ p. *:@O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)O&$ %efinitional

: . <hich of the following statements about e7learning is )=E>a.

E7learning has a much lower drop7out rate than conventional training.

b.

E7learning is strongly preferred as a training medium by employees.

c.

E7learning provides easy access to more employees than does conventional training.

d

.

E7learning is somewhat more e2pensive per trainee than conventional training methods.

!"#$ / & #$ 1 %'($ oderate )E($ p. *:@O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

:1. <hich of the following would be identified as a form of cooperative training>a simulations

8/12/2019 Mj12e Tb Ch09


. b.

e7learning

c.

on7the7job training

d.

school7to7work transition

!"#$ % & #$ 1 %'($ Easy )E($ p. *:+O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ %efinitional

:*. ____ combine job training with classroom instruction from schools, colleges and universities.a.

!pprenticeships

b.

Educational assistance programs

c.

'nternships

d.

#abbaticals

!"#$ / & #$ 1 %'($ Easy )E($ p. *:+O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ %efinitional

:3. he generic term for training that combines on7the7job e2periences with classroom instruction isa.

internship.

b

.

apprenticeship.

c.

job instruction training C ' F.

d.

cooperative training.

!"#$ % & #$ 1 %'($ oderate )E($ p. *:+O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ %efinitional

:8. !pprenticeships are used most often to train people for jobs in

a.

management development.

b.

assembly line work.

c.

skilled crafts.

d.

technology7related areas.

8/12/2019 Mj12e Tb Ch09


!"#$ / & #$ 1 %'($ Easy )E($ p. *:+O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ %efinitional

:9. he director of 0) is reluctant to institute an educational assistance program. 0is major argumentagainst such a program isa.

tuition reimbursement is more e2pensive than other types of training that have greater benefit to the organi4ation.

b.

employees who graduate with new degrees e2pect promotions and raises, and this isunrealistic.

c.

employees who are enrolled in night or weekend programs tend to neglect their jobs because of the need to study and their reluctance to work overtime.

d.

when an employee graduates, he6she may 5uit and take an offer from another company.

!"#$ % & #$ 1 %'($ oderate )E($ p. *:+O- $ 8 "! $ !!/#- !nalytic LO/$ 0)

O&$ !pplication

:+. -ruce, the director of training, is redesigning the company?s orientation program. 0e must consider allof the following variables in deciding what training delivery method to use EH/E&a.

on average, how many new employees the company hires each month.

b.

whether the orientation training can be marketed to other companies in order to generatea revenue stream.

c.

the si4e of the training budget.

d.

whether the new hires are geographically dispersed or whether they work in the samelocation.

!"#$ - & #$ 1 %'($ oderate )E($ p. *::7*:;O- $ 8 "! $ !!/#- !nalytic LO/$ 0)

O&$ !pplication

::. 'n large part, ____ is a sociali4ation tool.a.

on7boarding

b.

apprenticeship

c.

mentoring

d. on7the7job training

!"#$ ! & #$ 1 %'($ Easy )E($ p. *::O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

:;. ! common failure of new employee orientation is

8/12/2019 Mj12e Tb Ch09


a.

focusing on managerial7level employees and neglecting non7e2empt employees.

b.

over7reliance on <eb7based techni5ues that do not facilitate employee sociali4ation.

c.

overloading the new employee with information.

d.

neglecting to convey the organi4ation?s history and mission.

!"#$ / & #$ 1 %'($ oderate )E($ p. *:;O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

:@. !n artificial surgical environment in which a surgeon could practice a new type of operation withoutharming a human being or sacrificing a laboratory animal would be calleda.

virtual reality.

b.

humanitarian training.

c.

gaming.

d.

artificial learning.

!"#$ ! & #$ 1 %'($ oderate )E($ p. *:@O- $ 8 "! $ !!/#- !nalytic LO/$ 0)

O&$ !pplication

; . he ultimate goal in using e7training techni5ues is toa

.

improve employee technology skills.

b.

convey the training content.

c.

reduce costs per trainee.

d.

increasing consistency in training e2periences for employees.

!"#$ - & #$ 1 %'($ Easy )E($ p. *:@O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

;1. !ndrew is enrolled in a university course on project management. 0is class meets at the localcommunity college, but the instructor?s lecture is carried over two7way television from the stateuniversity located in another city. his is an e2ample of a.

simulation.

b.

distance learning.

c conference training.

8/12/2019 Mj12e Tb Ch09


.d.

e7learning.

!"#$ - & #$ 1 %'($ Easy )E($ p. *:@O- $ 8 "! $ !!/#- !nalytic LO/$ 0)

O&$ !pplication

;*. /ombining short, fast7paced, interactive computer7based lessons and teleconferencing with traditionalclassroom instruction and simulation is calleda.

internship.

b.

combined training.

c.

blended learning.

d.

job7instruction training.

!"#$ / & #$ 1 %'($ Easy )E($ p. *;O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

;3. &resenting training content in a gaming simulation format has all the following advantages EH/E&a.

enhancing employee interest in training.

b.

improving transfer of training.

c.

performance improvement.

d. low7cost design.

!"#$ % & #$ 1 %'($ oderate )E($ p. *;O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

;8. !ll of the following are advantages of e7learning EH/E&a.

it leads to significantly greater retention of training content.

b

.

e7learning allows trainees to progress at their own speed.

c.

e7learning incorporates built7in feedback.

d.

e7learning allows trainers to update the content relatively easily.

!"#$ ! & #$ 1 %'($ oderate )E($ p. *;1 G (igure @71O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

8/12/2019 Mj12e Tb Ch09


O&$ /onceptual

;9. he director of training is evaluating whether an e7learning method should be used for a supervisor7development program. he director should consider all the following factors EH/E&a.

whether supervisors who need training are in distant locations.

b.

whether current training materials can be easily adapted to an e7learning format.

c.

if the supervisors are self7motivated enough to work through the training program alone.

d.

whether current supervisor training is meeting organi4ational goals.

!"#$ - & #$ 1 %'($ oderate )E($ p. *;1O- $ 8 "! $ !!/#- !nalytic LO/$ 0)

O&$ !pplication

;+. 'n order to 5ualify as a ta27preparer for a seasonal job at a ta27preparation chain, artin must answerwritten 5uestions on ta2 terminology covered in an e7learning course. artin?s scores on this test

evaluate the training on a ____ level.a.

results

b.

learning

c.

reaction

d.

behavior

!"#$ - & #$ 1 %'($ oderate )E($ p. *;*


;:. heresa, a company trainer, is reading the results of her customer7service training programevaluations. #he has very high ratings in the areas of class enjoyability and trainee willingness to takethe program again. his evaluation of heresa?s training is on the ____ level.a.

reaction

b.

learning

c.

behavior

d. results

!"#$ ! & #$ 1 %'($ Easy )E($ p. *;*O- $ 9 "! $ !!/#- !nalytic LO/$ 0)

O&$ !pplication

8/12/2019 Mj12e Tb Ch09


;;. he difficulty with evaluating results by measuring the effect of training on the achievement oforgani4ational objectives isa.

pinpointing whether it actually was training that caused the changes.

b.

that organi4ational results are not clearly 5uantifiable.

c.

the criteria are hard to obtain.

d.

the difficulty of interpreting subjective performance measures.

!"#$ ! & #$ 1 %'($ oderate )E($ p. *;3O- $ 9 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

;@. he ____ level of evaluation involves measuring the effect of training on job performance throughinterviews of trainees and their coworkers and observing job performance.a.

reaction

b.

learning

c.

results

d.

behavior

!"#$ % & #$ 1 %'($ Easy )E($ p. *;37*;8O- $ 9 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ %efinitional

@ . he most difficult level of training evaluation, but the one that has the most value to the organi4ation isthe ____ level.a.

reaction

b.

learning

c.

behavior

d.

results

!"#$ % & #$ 1 %'($ oderate )E($ p. *;* G (igure @711O- $ 9 "! $ !!/#- )eflective hinking LO/$ 0)O&$ /onceptual

@1. <hich is the best way to determine if training is cost effective>a.

measure improvements in performance resulting from training

b.

compare costs and benefits associated with training

8/12/2019 Mj12e Tb Ch09


c.

calculate the cost per employee of the training

d.

determine whether training e2penses came within budget

!"#$ - & #$ 1 %'($ Easy )E($ p. *;3O- $ 9 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

@*. <hat is "O a cost of training that should be taken into account when calculating the costs and benefits of a training program>a.

trainer?s salary and time

b.

hotel and food e2penses for trainees if training is off7site

c.

opportunity cost of trainees being away from work

d.

reduction in morale of employees who were not selected for training

!"#$ % & #$ 1 %'($ oderate )E($ p. *;8 G (igure @71*O- $ 9 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

@3. /onrad, the director of training, must establish for top management the amount of financial benefit thecompany has reali4ed for the amount of money that has been put into the mechanics? training program./onrad needs to prepare aa.

return on investment analysis.

b

.

net gain calculation.

c.

actual versus proposed budget comparison.

d.

results evaluation.

!"#$ ! & #$ 1 %'($ /hallenging )E($ p. *;8O- $ 9 "! $ !!/#- !nalytic LO/$ 0)

O&$ !pplication

@8. ____ to evaluate training, 0) professionals in an organi4ation gather data on training and compare

them to data on training at other organi4ations of similar si4e in their industry.a.

<hen using the results approach

b.

<hen using benchmarking

c.

o use a cost6benefit analysis

d.

<hen implementing a return on investment analysis approach

8/12/2019 Mj12e Tb Ch09


!"#$ - & #$ 1 %'($ oderate )E($ p. *;8O- $ 9 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ %efinitional

@9. he best way to determine if the training caused the change in performance, or whether it was someother factor, is to use

a. a control group. b.

a pre7test measure.

c.

benchmarking.

d.

pre76post7measure.

!"#$ ! & #$ 1 %'($ oderate )E($ p. *;9O- $ 9 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

@+. ! problem with the pre6post measure of evaluating training isa.

the difficulty of constructing a good test.

b.

whether employees were randomly assigned to the control group.

c.

being able to intervene in the workplace at the appropriate times.

d.

knowing if the training was responsible for any changes in performance.

!"#$ % & #$ 1 %'($ oderate )E($ p. *;9O- $ 9 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

@:. he training manager is reporting on the results of the training of new cashiers at the soon7to7opentheme park. 'n his report, the training manager says the training program was highly effective because@ N of the cashiers could operate at the re5uired speed when tested at the end of the program. !sdirector of 0) a.

you are pleased that the training program is so effective, and you will ask the manager torepeat the same program in the future.

b

.

you ask if the training manager tested the new cashiers before they received the training.

c.

you are pleased with this results7level evaluation because the cashiers will perform atleast this well when they are on the job.

d.

you ask if the director collected any data on whether the cashiers liked the training.

!"#$ - & #$ 1 %'($ oderate )E($ p. *;9O- $ 9 "! $ !!/#- !nalytic LO/$ 0)

8/12/2019 Mj12e Tb Ch09


O&$ !pplication

TRUE/FAL E

1. 'f employees view e7learning tools as an 'nternet game that they enjoy playing, the training hassucceeded because the employees are not avoiding the training process.

!"#$ ( & #$ 1 %'($ oderate )E($ p. *9@

O- $ 1 "! $ !!/#- )eflective hinking LO/$ 0)O&$ /onceptual

*. /hristopher has a heart problem that makes vigorous activity dangerous. 0is work team is going to=tah for a white7water rafting outdoor e2perience to learn team building skills. /hristopher is invitedto go along, but he will have to wait at the hotel while everyone else is on the water and camping out./hristopher may have a legal case that he has not been accommodated in this training program.

!"#$ & #$ 1 %'($ /hallenging )E($ p. *+O- $ 1 "! $ !!/#- !nalytic LO/$ Legal )esponsibilities

O&$ !pplication

3. raining focuses on improving employee capabilities needed for their current job. %evelopmentfocuses on employee capabilities needed for both their current and their future jobs.

!"#$ & #$ 1 %'($ Easy )E($ p. *+O- $ 1 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

8. raining should be viewed tactically because it is focused on employees? current job capabilities.%evelopment should be viewed strategically because it is focused on employees? needed futurecapabilities.

!"#$ ( & #$ 1 %'($ oderate )E($ p. *+1

O- $ 1 "! $ !!/#- )eflective hinking LO/$ #trategyO&$ /onceptual

9. he fre5uent changes to which the organi4ation must adapt demands that employees be continuallytrained to update their capabilities.

!"#$ & #$ 1 %'($ Easy )E($ p. *+*O- $ 1 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

+. /ross7cultural training is needed for =.#. employees being transferred to foreign assignments, but it isless necessary for foreign employees being transferred to =.#. assignments because of the

pervasiveness of the =.#. culture through movies, television and the 'nternet.

!"#$ ( & #$ 1 %'($ oderate )E($ p. *+9O- $ 1 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

:. -ecause of the =.#.?s commitment to training speciali4ed and skilled workers, the =.#. will remain theinnovative and strategic leader in the world economy for the foreseeable future.

8/12/2019 Mj12e Tb Ch09


!"#$ ( & #$ 1 %'($ Easy )E($ p. *+9O- $ 1 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

;. ! gap analysis identifies the difference between what an employee knows and what the employeeshould know in order to perform the job satisfactorily.

!"#$ ( & #$ 1 %'($ oderate )E($ p. *+;O- $ 3 "! $ !!/#- )eflective hinking LO/$ 0)O&$ /onceptual

@. 't is essential that objectives for training be related to the budgetary priorities identified in theorgani4ational analysis.

!"#$ ( & #$ 1 %'($ /hallenging )E($ p. *+@O- $ * "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

1 . any job applicants and current employees have low readiness to learn because they lack sufficient

reading, writing and math skills to comprehend the needed training.

!"#$ & #$ 1 %'($ oderate )E($ p. *+@O- $ * "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

11. /arlene arrives at the training facility full of enthusiasm because she is really e2cited about learninghow to cope with difficult customers. #he has encountered a number of intransigent customers and iseager to see what Dtricks the trainers can show her. /arlene has motivation to learn.

!"#$ & #$ 1 %'($ oderate )E($ p. *:O- $ * "! $ !!/#- !nalytic LO/$ 0)

O&$ !pplication

1*. !dult learners are more interested in a theoretical approach to training rather than a problem7centeredapproach since adults prefer seeing the Dbig picture.

!"#$ ( & #$ 1 %'($ oderate )E($ p. *:1O- $ * "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

13. !licia will be traveling e2tensively in -ra4il for her employer. !licia knows no &ortuguese and shewill be traveling in areas where there will be few fluent English speakers. !licia?s employer is sendingher to a two7week language immersion program, where !licia will be in a totally &ortuguese7speakingenvironment. his would be classified as massed practice.

!"#$ & #$ 1 %'($ oderate )E($ p. *:17*:*O- $ * "! $ !!/#- !nalytic LO/$ 0)

O&$ !pplication

18. -ehavior modeling is the most elementary way in which people learn, and it is one of the best.

8/12/2019 Mj12e Tb Ch09


!"#$ & #$ 1 %'($ Easy )E($ p. *:*O- $ * "! $ !!/#- )eflective hinking LO/$ 0)

O&$ %efinitional

19. he concept of reinforcement is based on the law of confirmation, which states that people tend torepeat behaviors that receive an immediate confirmation.

!"#$ ( & #$ 1 %'($ oderate )E($ p. *:*O- $ * "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

1+. &hillip waited a week for feedback on how he did on his first sales presentation to clients because his boss was out of town and had to review a recording of the presentation. his undermines the &hillipslearning because of the lack of immediate confirmation.

!"#$ & #$ 1 %'($ Easy )E($ p. *:*O- $ * "! $ !!/#- !nalytic LO/$ 0)

O&$ !pplication

1:. 'f a year after the e5uine safety program, the volunteers at the therapeutic riding stable always cross7tie

the horses while they brush and saddle them, that aspect of the training could be said to havetransferred.

!"#$ & #$ 1 %'($ oderate )E($ p. *:*O- $ * "! $ !!/#- !nalytic LO/$ 0)

O&$ !pplication

1;. On7the7job training is by far the most commonly used form of training, because it can be smoothlyintegrated into the regular work flow.

!"#$ ( & #$ 1 %'($ oderate )E($ p. *:8O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

1@. One problem with on7the7job training is the risk that supervisors can transfer bad habits or incorrectinformation to the trainees.

!"#$ & #$ 1 %'($ oderate )E($ p. *:8O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

* . Employees do not always like to do cross7training, but a learning bonus often makes completing thetraining more appealing.

!"#$ & #$ 1 %'($ Easy )E($ p. *:9O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

O&$ /onceptual

*1. Like apprenticeships, internships are a type of cooperative training.

!"#$ & #$ 1 %'($ Easy )E($ p. *:+O- $ 8 "! $ !!/#- )eflective hinking LO/$ 0)

8/12/2019 Mj12e Tb Ch09


8/12/2019 Mj12e Tb Ch09


'n order to design an effective training program, the basic principles of learning must be incorporated.he trainees must be ready to learn. hey must have$ aF the ability to learn, bF the motivation to learn,

and cF a sense of self7efficacy. 'n addition, some persons learn by listening Cauditory learningF, some by having hands7on e2periences Ctactile learningF, and some by seeing Cvisual learnersF. #o, training programs should engage all styles of learning by using multiple methods. oreover, adults learndifferently than do younger persons. !dults are self7directed, need to know why they are learningsomething, bring work7related e2periences in to the training process, have a problem7solvingapproach, and are motivated by both e2trinsic and intrinsic factors. !dults do best in a whole learningor Bestalt learning environment, where they are presented with the Dbig picture first, and the smallerelements of training later. ! training program should be designed with the appropriate amount and typeof spaced or massed practice. 'f possible, trainees should actively practice what they have learned. he

principles of behavior modeling, reinforcement, and immediate confirmation can strengthen a trainingdesign. =ltimately, what is learned in training should transfer to the workplace. -oth whole learningand mirroring the job conte2t in the training environment is helpful here.

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*. <hat is the purpose of an orientation program> <hat should the format and content of an effectiveorientation be>

!"#$Orientation is the planned introduction of new employees to their jobs, coworkers, and theorgani4ation. (or employers, the purpose is to provide organi4ational and job information, acceleratesociali4ation and integration, and accelerate employee performance and productivity. (or newemployees it can help create a favorable impression and enhance interpersonal acceptance by co7workers. ! well7done orientation can enhance the Dperson7organi4ation fit, and improve employeeretention. "ew employees must receive information about company policies, work rules, and benefits.

he information can be presented in an e7learning format, with specific 5uestions and concernsanswered by 0) staff and other employees. 'deally, orientation will be followed up after a month or sowith interviews. his will assess the effectiveness of the orientation.

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3. <hat is cooperative training> %escribe its usefulness.

!"#$/ooperative training mi2es classroom training and on7the7job e2periences. here are several types ofcooperative training. 1F #chool7to7work transition helps high school or community college studentsmove into jobs while still in school or soon after graduation. *F 'nternships combine job training withclassroom instruction from institutions of higher education. his gives both the intern and theemployer a chance to assess their mutual fit. 3F !pprentice training is used in unioni4ed workplacesand government agencies. 't provides on7the7job e2perience with the guidance of a skilled and certified

worker. his is often used for skilled crafts, such as carpentry, plumbing, and bricklaying.

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8. 0ow can an organi4ation determine if its training e2penditures are cost effective>

!"#$

8/12/2019 Mj12e Tb Ch09


raining results can be assessed on the basis of costs and benefits. 'f the benefits outweigh the costs,the training has been cost effective. #ome benefits are hard to 5uantify directly, such as changes inattitudes, but will have an impact on the organi4ation nevertheless. ypical training costs are$ trainer?ssalary and time, trainees? salaries and time, training materials, e2penses for trainer and trainees, cost offacilities and e5uipment and lost productivity while trainees are away from the workplace CopportunitycostF. ypical benefits are$ increased productivity, fewer errors and accidents, less turnover, lesssupervision necessary, employee ability to use new capabilities, and attitude changes. /osts andsavings can be calculated per participant. ! return on investment calculation can be done to seewhether resources have been used efficiently on training.

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9. he advantages of e7learning are widely touted, but there are disadvantages to it as well. #ummari4esome of the disadvantages or challenges to be overcome with e7learning.

!"#$E7learning may make some trainees an2ious, and some trainees may not be interested in it. "ot alltrainees may have easy and uninterrupted access to computers, nor are all employees computer literate.Employees must be self7motivated enough to direct their own learning. "ot all kinds of trainingcontent, such as leadership training or cultural change training, may be appropriate for e7learning.E2isting training materials must be adapted and redesigned to be appropriate for e7learning formats./onse5uently, a significant investment is re5uired before e7learning can be implemented. opmanagement support is re5uired for successful implementation. )esearch studies shows nosignificantly greater learning over other techni5ues. (inally, technology fre5uently changes, whichmay affect the format of e7learning programs.

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Mj12e Tb Ch09