HR Test 6

Gaps between actual and desired performance are best identified in which phase of the ADDIE process? a) Development b) Design c) Assessment d) Evaluation

c) Assessment [Correct Answer]

7. Goal setting is MOST effective when paired with the performance management tool known as a) performance feedback. b) pay-for-performance system. c) role modeling. d) job rotation.

a) performance feedback. [Correct Answer]

If many people perform a similar set of tasks , what would be the preferred method of collecting information for assessing training needs? a) Job inventory questionnaire . b) Employee opinion. c) Observation and interview. d) Performance appraisal data.

a)Job inventory questionnaire . [Correct Answer]

Which of the following is an example of transfer of learning? a) A learner uses skills learned in training on the job. b) A learner is satisfied with the learning experience. c) A learner participates actively in role play activities. d) A learner retains key content and passes a final exam.

a) A learner uses skills learned in training on the job. [Correct Answer]

A pharmaceutical company is undertaking a joint ventu re that enables it to sell a new drug. The company is on a tight time frame and needs to provide training for 150 sales representatives located throughout the U.S. Given the company's time constraints, whic h needs assessment method would best dete rmine the training that sales representatives need? a) Advisory committee b) Assessment center c) Observation d) Tests

a) Advisory committee [Correct Answer]

22. Which of the following performance appraisal methods was designed to combat the problems of category rating? a) BARS b) MBO c) BOS d) 360-degree feedback

a) BARS [Correct Answer]

23. Which performance appraisal method should the organization implement in order to avoid rater biases from the newly acquired managers? a) Behaviorally anchored rating scales (BARS) b) Forced ranking c) Behavioral observation scale (BOS) d) Graphic rating scale

a) Behaviorally anchored rating scales (BARS) [Correct Answer]

To ensure that a job training program is valid, a trainer will emphasize: a) Conducting a job/task analysis. b) Observing and interviewing the most productive incumbents in a job. c) Surveying what programs are commercially available in the specific job area. d) Outlining the traits necessary to perform the job.

a) Conducting a job/task analysis. [Correct Answer]

Which of the following is an advantage of conducting a pilot program? a) It allows you to evaluate the sequencing of content. b) Participants can be put at ease concerning the training. c) It provides the instructional designer with more time to design the program. d) It creates interest from key stakeholders.

a) It allows you to evaluate the sequencing of content. [Correct Answer]

What is a disadvantage of e-learning? a) It has a higher dropout rate than other forms of training. b) It is difficult to keep information current. c) It limits opportunities for higher level learning. d) It requires synchronous training methods.

a) It has a higher dropout rate than other forms of training. [Correct Answer]

What type of training utilizes demonstration and hands-on performance of job tasks to be accomplished? a) On-the-job training b) Self-directed study c) Webinar d) Classroom training

a) On-the-job training [Correct Answer]

13. What is the most effective action to strengthen employee's behavior? a) Praise an employee for doing a good job. b) Measure the results of the behaviors. c) Eliminate any obstacle to achieve performance objective. d) Provide employee counseling services.

a) Praise an employee for doing a good job. [Correct Answer]

Which of the following is the BEST method to meet the needs of a visual learner? a) Provide a variety of learning tools, including diagrams, illustrated textbooks, videos, and handouts. b) Ensure that the instructor enunciates clearly. c) Provide opportunities for group discussion. d) Create a highly interactive learning environment.

a) Provide a variety of learning tools, including diagrams, illustrated textbooks, videos, and handouts. [Correct Answer]

Once the data of training needs analysis has been gathered, the next step is to: a) Report the needs that training can and cannot meet. b) Develop the objectives for the training program. c) Propose a series of solutions for customer service problems. d) Decide whether to develop or buy the training program.

a) Report the needs that training can and cannot meet. [Correct Answer]

A major concern withe-Learning is that: a) Retention of learned material is affected by the speed wit h which t he learne r progresses through the course. b) Trainees will discontinue other learning experiences c ritical to job performance. c) It is more costly than other training methodologies. d) It provides too much flexibility because of self-pacing.

a) Retention of learned material is affected by the speed wit h which t he learne r progresses through the course. [Correct Answer]

Which learning curve is common when a trainee is learning a difficult task that also requires specific insight? a) S-shaped curve b) Plateau curve c) Decreasing returns d) Increasing returns

a) S-shaped curve [Correct Answer]

A bank purchases a CRM system to increase its customers ' satisfaction . Employees are trained on the new system. However , the satisfaction has actually declined. What is the FIRST thing the bank manager should do? a) Talk to employees about the situation. b) Return to the original compensation plan. c) Send employees to refresher training. d) Lower the expected production volume.

a) Talk to employees about the situation. [Correct Answer]

A training manager and a marketing manager differ on the content of a new training program for entry-level marketing assistants. What is the best way to resolve the disagreement? a) Work with the marketing manager to develop a needs assessment. b) Let the training-manager develop the program, but have the marketing manager review it. c) Let senior management decide based upon the strategic plan. d) Whoever is paying for the development of the program should have the final decision.

a) Work with the marketing manager to develop a needs assessment. [Correct Answer]

8. Halo error occurs when: a) A large number of ratees receive ratings in the mid-range . b) A ratee is rated equally on multiple performance scales because of a general impression . c) A large number of ratees receive high ratings. d) No practical performance difference exists among ratees.

b) A ratee is rated equally on multiple performance scales because of a general impression . [Correct Answer]

15. When significant aspects of performance are not measured by the appraisal form this is called : a) Criterion contamination. b) Criterion deficiency . c) Rater-bias error. d) Contrast error

b) Criterion deficiency . [Correct Answer]

A company implements a plan to identify outcomes attractive to the employee as a way to improve performancce/ Which motivaation theory is the basis for the plan? a) Reinforcement theory b) Expectancy theory c) Goal-setting theory d)Motivation-hygiene theory

b) Expectancy theory [Correct Answer]

21. Which of the following narrative appraisal methods is completed by a supervisor and a human resource professional? a) Critical incidents b) Field review c) Essay d) Paired comparison

b) Field review [Correct Answer]

5. An employee who is good at answering customer questions on technical software is not good at completing paperwork or working with fellow employees . In spite of this, the employee is rated highly in all performance categories . What performance appraisal error has occurred? a) Recency b) Halo effect c) Bias d) Leniency

b) Halo effect [Correct Answer]

In which of the following content areas is it most difficult to evaluate the effectiveness of training? a) Typing skills. b) Human relations. c) Accident reduction. d) Grievance reduction.

b) Human relations. [Correct Answer]

Adults learn best when the material to be taught is: a) Standardized. b) Integrated with their experience. c) Presented in a classroom-lecture format. d) Geared to the level that is slightly more difficult than they can easily handle.

b) Integrated with their experience. [Correct Answer]

The best way for managers to measure observable changes in behavior is through the use of a) Pre-post-measures. b) Performance review. c) Productivity measures. d) Questionnaires.

b) Performance review. [Correct Answer]

A pharmaceutical company is undertaking a joint venture that enables it to sell a new drug. The company is on a tight time frame and needs to provide training for 150 sales representatives located throughout the U.S. Which of the following needs assessment methods should the company use to create the sales representatives' buy-in? a) Assessment center b) Phone interviews c) Observation d) Questionnaire

b) Phone interviews [Correct Answer]

What is a benefit of incorporating knowledge of the characteristics of adult learners into a training program? a) It allows participants to learn directly from the instructor. b) It accommodates the different learning styles of adults. c) It creates a structured environment in which it is easy for the instructor to teach. d) It tells participants what the best way is for them to learn.

b)It accommodates the different learning styles of adults. [Correct Answer]

Tests would likely be used for evaluating the results of training programs when which criterion is used? a) Reaction. b) Learning . c) Behavior. d) Results.

b)Learning . [Correct Answer]

14. When conducting a performance review, who should do most of the talking? a) Manager b) Subordinate c) HR professional d) Both appraiser and appraisee should talk about the same amount

b)Subordinate [Correct Answer]

20. Which of the following is an example of a specific comment used to give feedback? a) "I like the way you relate to customers." b) "You could improve the way you relate to customers." c) "Your customer satisfaction index is rated 8.8." d) "Customers seem to like you."

c) "Your customer satisfaction index is rated 8.8." [Correct Answer]

HR conducts a 360-degree feedback process with the senior executives. Employees say the trained executives have communicated company progress on a regular basis and are always available for guidance . What level of evaluation is being measured? a) Reaction b) Results c) Behavior d) Learning

c) Behavior [Correct Answer]

6. An interviewer believes that older workers are more difficult to train and make more mistakes than younger workers . This form of performance appraisal error is a) Deficiency . b) Contamination. c) Bias. d) Conflict .

c) Bias. [Correct Answer]

A forced choice method of appraisal requires to a)Measure employees against a five point rating scale, with a being above standard. and 5 being above standard b) Mark items on a checklist that describe the characteristics and performane of the employee c) Check two four statements: one that is most like the employee and one that is least like the employee d) Select key statements from a list of positive and negative statements and build two ranked lists of employee strengths and weaknesses.

c) Check two four statements: one that is most like the employee and one that is least like the employee [Correct Answer]

16. Which intervention strategy is used when a subject receives no response at all? a) Positive reinforcement b) Negative reinforcement c) Extinction d) Punishment

c) Extinction [Correct Answer]

Which of the following is a disadvantage of instructor-led training? a) It limits the variety of learning activities. b) It provides less individual attention for learners . c) It is less effective for large groups. d) It limits group feedback and idea sharing

c) It is less effective for large groups. [Correct Answer]

A manager is tempted to rate an employee's performance as excellent based on the employee's strong performance during the last six months. By deciding that the employee's earlier performance must be considered as well, the manager has avoided which appraisal error? a) Bias b) Leniency c) Recency d) Contrast

c) Recency [Correct Answer]

The HRCI is adding five new stamping machines , which are identical in design and operation to 20 stamping machines currently operated by 20 machine operators and 20 assistant machine operators. The operators for the new equipment will be selected from the pool of current assistant machine operators . Which of the following is the most cost effective instructional method for training the new operators? a) Classroom-based lecture b) E-learning from the vendor c) Structured on-the-job training d) Simulation-based training

c) Structured on-the-job training [Correct Answer]

One well-recognized advantage of on-the-job training is: a) Supervisors' expertise in conducting job-specific instruction. b) The incorporation of unplanned activities in the learning situation. c) The ability to fit the learning to the trainee. d) The ability to expand the learning to a more developmental focus.

c) The ability to fit the learning to the trainee. [Correct Answer]

12. Procedural justice focuses on the fairness of the appraisal. a) criteria b) outcomes c) processess d) interaction

c) processess [Correct Answer]

18. Which of the following criteria would be least likely to substantiate the legal defensibility of a performance appraisal system? a) Specific written instructions. b) Based on job analysis. c) Linked to measurable goals. d) Supervisors trained in administration of the system

c)Linked to measurable goals. [Correct Answer]

19. Which of the following is an example of 360-degree feedback? a) An employee receiving feedback on her ability to successfully demonstrate required knowledge, skills, and abilities. b) An employee receiving feedback that has been completed by two supervisors, so as to avoid rating errors. c) An employee evaluating her own performance and sharing that with her supervisor. d) An employee receiving feedback from her supervisor, her peer, and her subordinate.

d) An employee receiving feedback from her supervisor, her peer, and her subordinate. [Correct Answer]

Transfer of training refers to a trainee's ability to a) Teach others what they have learned. b) Evaluate the effectiveness of training. c) Pass an exam at the end of the training session. d) Apply what they have learned on the job.

d) Apply what they have learned on the job. [Correct Answer]

You need to select a training delivery method. Your goals include (a) cost effectiveness, (b) low amount of trainer travel , and (c) low amount of trainee time away from work. Immediate trainee feedback in real time is not required. Which delivery method would best address this situation? a) Blended e-learning event b) Synchronous e-learning event c) Facilitator-led classroom event d) Asynchronous e-learning event

d) Asynchronous e-learning event [Correct Answer]

A training and development professional is most likely to succeed in drawing out quiet or non-participative group members by doing which of the following? a) Redirecting questions and comments back to the group when opinions are sought b) Restating in the facilitator's own words what a group member has said c) Asking group members to look at the big picture when caught up in detail d) Calling on the group members by name and asking directly for their input

d) Calling on the group members by name and asking directly for their input [Correct Answer]

A bank provides parts sales training for its sales associates. How can the bank BEST determine if the training has had an impact? a) Ask the sales associates about the training . b) Observe the associates' interactions with customers. c) Test the employees on sales techniques . d) Compare employee sales before and after the training .

d) Compare employee sales before and after the training . [Correct Answer]

9. If an employee received an excellent rating because the employee was considerably more skilled than fellow workers, it would be an example of which appraisal error? a) Bias b) Leniency c) Recency d) Contrast

d) Contrast [Correct Answer]

What is a characteristic of an adult learner?. a) Directed by others b) Resistant to change c) Inflexible d) Focus on "real-world" issues

d) Focus on "real-world" issues [Correct Answer]

10. In performance appraisal systems, central tendency is the most common error found in using: a) Essays. b) Ranking. c) Critical incidents. d) Graphic rating scale

d) Graphic rating scale [Correct Answer]

Which of the following should HR consider when defining the target audience for a training program? a) Potential productivity gains b) Incentives for completing the training c) Peer group pressure d) Knowledge and skill of participants

d) Knowledge and skill of participants [Correct Answer]

17. Which of the following appraisal methods includes the employee in setting goals? a) 360-degree feedback b) Behaviorally anchored rating scale c) Behavior observation scale d) Management by objectives

d) Management by objectives [Correct Answer]

Which of the following types of activities would appeal to a kinesthetic learner? a) Reviewing key content by using PowerPoint slides b) Taking detailed notes on a new topic c) Listening to tape recordings of a lecture d) Participating in a crisis management simulation

d) Participating in a crisis management simulation [Correct Answer]

The manager determines that the decline of customer satisfaction is a result of both the new system and the compensation policy. Because some of the employees are not yet proficient on the system, they believe that the higher satisfaction goals are not achievable . What is the next thing the manager should do? a) Reinstate the original compensation plan. b) Provide a breather period before instituting the new compensation incentives. c) Threaten to reprimand all workers who are falling below standard. d) Provide retraining and coaching for all workers who are below standard.

d) Provide retraining and coaching for all workers who are below standard. [Correct Answer

A trainer has introduced an activity by reading the instructions from the facilitator guide and allowed time for questions before breaking into small groups. After forming groups, participants spend more time asking questions about what they are supposed to do than doing the activity. To keep the group focused on the activity, what should the trainer do differently next time? a) Establish ground rules on how group activities should be conducted. b) Allow more time for the small group activity. c) Appoint a leader for each group to report results to the class. d) Provide written activity instructions in a handout

d) Provide written activity instructions in a handout [Correct Answer]

Which level of training evaluation provides data related to sales increases or cost savings? a) Reaction b) Learning c) Behavior d) Results

d) Results [Correct Answer]

A manager has a department where none of the employees is failing to meet the minimum requirements of the job. What resource does the manager have under forced distribution system? a) The manager may ignore the distribution requirements b) The manager can use good judgement to evaluate employees but must defend deviations in writing c) The manager can ask HR for a waiver or an alternative rating system d) The manager's appraisals must conform to the distribution

d) The manager's appraisals must conform to the distribution [Correct Answer]

People are more receptive to learning in a training situation when: a) Management requires attendance. b) Peer pressure is high. c) E-Learning is used. d) The material is important to them.

d) The material is important to them. [Correct Answer]

11. In setting and communicating performance standards, HR must consider: a) needs and attitudes. b) waste and recycling. c) supply and demand. d) behaviors and results.

d) behaviors and results. [Correct Answer]

At a business supply company, account managers are responsible for collecting unpaid bills. The company decides to send account managers to a training course on bill collection. A successful account manager thinks that the course will be interesting but doubts that the company will give account managers time for collection activities. In this case, the training is likely to be minimally successful because the account manager. a) seems unmotivated to learn new skills. b) doubts that the company will reinforce the learning. c) lacks the ability to learn new skills. d) does not see how the training relates to the job.

d) does not see how the training relates to the job. [Correct Answer]