C235 - Chapters 9-10

"The department will answer 95% of all incoming calls by the third ring and will respond to all customer requests for information within 24 hours" is an example of: A commitment An expectation A standard A goal

A standard

An approach where employees are compared against the standard, not one another. Absolute standards Paired comparison Forced distribution Comparative

Absolute standards

A formal evaluation of an employee's successes and failures are usually given: Bi-annually Annually Quarterly Every few months

Annually

________ is neither good nor bad until evaluated. Behavior Performance Abilities Feedback

Behavior

Which of the following is NOT an exception to the employment at-will doctrine regarding termination? Breach of covenant Public Policy Breach of Working Conditions Implied contract

Breach of Working Conditions

"To increase the number of invoices processed to 150 per day by October 1st" is an example of a/an: Commitment Expectation Goal Standard

Goal

Which orientation does the following statement refer to? An orientation in the appraisal process is frequently referred to as "trait rating." Person Process Product

Person

An appraisal process that is frequently referred to as "trait rating": Person orientation Product orientation Trait orientation Process orientation

Person orientation

Feedback should always be _________. Positive Problem-oriented People-oriented Encouraging

Problem-oriented

Poor performance is usually the result of either a _____ problem or a _____ problem. Ability; attitude Feedback; behavior KSAs; behavior Skill; will

Skill; will

Evaluations can be aimed at all of the following targets EXCEPT: The job The person The process The product

The job

Behavior or results of behaviors that have been evaluated in an organization. a. Performance b. Performance Evaluation c. self-efficacy

a. Performance

A cycle of activity that involves defining goals for employees, observing performance and providing feedback, and then conducting a formal performance review. a. Performance Management b. Performance Evaluation c. Firm Performance

a. Performance Management

The definition, development, and evaluation of employee job performance. a. Performance Management b. Performance Evaluation c. Firm Performance

a. Performance Management

These are established as an example or model. a. standards b. goals c. expectations

a. standards

Performance management is related to: a. Higher productivity b. Lower employee turnover c. Higher market value for the firm d. All of the above

d. All of the above

What is the max number of developmental areas you want to discuss with the employee? 7 3 6 5

3

Rater bias that lumps everyone together as average Lumping bias Central tendency Grouping tendency Leniency error

Central tendency

Technique that involves the ranking of employees against others in the same department or job classification. Absolute Comparative Trait rating Objective

Comparative

An employer should do all of the following to ensure legal termination EXCEPT: Establish grievance procedures Follow procedures at will Establish due process Communicate prohibitions

Follow procedures at will

An approach that requires raters to place a certain percentage of employees being rated in each of several categories. Trait rating Forced distribution Alternation ranking Paired comparison

Forced distribution

An oral or written representation by the employer to the employee regarding job security and may create a contract for employment. Implied contract Implied covenant Public policy

Implied contract

Often seen in employee handbooks and other employee materials. Implied contract Implied covenant Public policy

Implied contract

What is the exception to the employment at-will doctrine often found in employee handbooks or materials? Breach of implied covenant Implied contract Constructive discharge Public policy

Implied contract

Decisions are subject to a "just cause" standard, and terminations that are made in bad faith or that are motivated by malice are strictly prohibited. Implied contract Implied covenant Public policy

Implied covenant

Which 2 items below are needed for an employee to perform effectively? KSAs Motivation Feedback Abilities

KSAs Motivation

According to the casual model of job performance, which of the following does NOT lead to motivation? Rewards Knowledge Self-efficacy Feedback

Knowledge

Rater bias that rates everyone too generously: Leniency error Central tendency Generous bias Favor tendency

Leniency error

Which of the following types of discipline does not focus on punishment but instead respects the employee's ability to recognize responsibility for their behavior? Non-Punitive Discipline Progressive Discipline

Non-Punitive Discipline

In this type of discipline the employee is given a date by which they must decide whether they want to stay and change or not change and leave the organization. Progressive Non-punitive

Non-punitive

This type of discipline gives the employee the opportunity to decide for their self whether they wishes to accept responsibility and change the behavior or leave the organization entirely. Progressive Non-punitive

Non-punitive

Under which type of disciplinary system is the documentation of inappropriate behavior destroyed after about a year of time if the employee has solved the behavior? Non-punitive Discipline Progressive Discipline

Non-punitive Discipline

What does discipline encourage employees to do? Not adhere to rules Not break performance standards Not have respect for others Not follow policies

Not break performance standards

In order to remain competitive, organizations must clearly communicate __________ expectations throughout the company. Performance Behavior Commitment Result

Performance

Which orientation does the following statement refer to? An orientation in PA refers to the attempt to observe and evaluate specific behaviors rather than general traits. The focus is not on the outcomes or results of the behaviors, but rather on the behaviors themselves. Person Process Product

Process

An appraisal process that does not focus on the outcomes or results of the behaviors, but rather on the behaviors themselves: Process orientation Person orientation Product orientation Trait rating

Process orientation

Which orientation does the following statement refer to? An orientation in PA refers to the approach that focuses only on outcomes or results. Person Process Product

Product

An appraisal process that focuses only on results: Outcome orientation Trait rating Process orientation Product orientation

Product orientation

This type of discipline is that if the employee has not corrected the inappropriate behavior then the employer will terminate the employee. Progressive Non-punitive

Progressive

An employee is wrongfully discharged when the termination is against an explicit, well-established policy of the state Implied contract Implied covenant Public policy

Public policy

An employer cannot terminate an employee for filing a workers' compensation claim or for refusing to break the law at the request of the employer. Implied contract Implied covenant Public policy

Public policy

Which of the exceptions to the at-will doctrine would an employer be in violation of if they fired an employee because they filed for a workers' compensation claim? Constructive discharge Breach of implied covenant Implied contract Public policy

Public policy

from the list below which one is NOT the most common types of lawsuits organizations face in relation to performance appraisal systems? Age Sex Religion Race

Religion

The PA approach that typically uses some type of predetermined rating scheme. Goal setting Comparative Objective Subjective

Subjective

All are considered objective performance measures EXCEPT: Trait rating Productivity Sales Absenteeism

Trait rating

Which of the following is considered a subjective rating measurement of performance? Weighted checklist Forced distribution Paired comparison Alternation ranking

Weighted checklist

Which of the following is a job that the HR professional should do with management when it comes to employee rights? a. Advise managers on the ethical treatment of employees b. Advise managers that they must respect employee rights because of the law even though employees don't care about being treated fairly c. Put in place policies that help management discipline in the way they want and still be able to cover their actions d. Provide training on how to get around the laws when disciplinary action is needed

a. Advise managers on the ethical treatment of employees

Standards are more applicable to: a. Jobs involving routine, repetitive tasks b. Managerial and professional jobs c. Jobs where employees engage in project work d. All of the above

a. Jobs involving routine, repetitive tasks

If constant coaching and feedback has been given throughout the year, the formal performance review should: a. Not reveal any surprises b. Be less complicated c. Not take very long d. Be provided by the same person who provided the coaching

a. Not reveal any surprises

A performance expectation that must be met over and over, usually associated with jobs involving routine, repetitive tasks. a. Performance Standards b. Performance Goals c. Performance Expectations

a. Performance Standards

The overall assessment of performance for a period of time designed to help determine pay and employment conditions. a. Performance appraisals b. Performance evaluation c. Performance standards

a. Performance appraisals

What is considered the most problematic area of human resources? a. Performance evaluation b. Talent and acquisition c. Training and development d. Retention

a. Performance evaluation

involves definition, development, and evaluation of employee job performance. a. Performance management b. Organization strategy and rewards c. Performance appraisal d. Coaching and feedback

a. Performance management

What is 360 degree feedback? a. Process of getting feedback from all those affected by the work of a particular individual b. Feedback that is given continuously throughout the year and not just at the end of the year c. Feedback that is given from all individuals within an organization that are affected by the work of a particular individual d. A process of getting feedback from a broad range of different people

a. Process of getting feedback from all those affected by the work of a particular individual

What is a difference between the non-punitive system and the progressive discipline system? a. The progressive discipline has the employer terminate while the non-punitive lets the employee decide whether they want to accept responsibility and change or leave the organization. b. The progressive discipline provides an opportunity for the employee to provide feedback while the non-punitive only allows the employer to provide feedback. c. The progressive discipline focuses on the employee accepting the rules and the non-punitive system focuses on complying with the rules d. The progressive discipline starts out with a verbal warning while the non-punitive starts with a written warning of the inappropriate behavior

a. The progressive discipline has the employer terminate while the non-punitive lets the employee decide whether they want to accept responsibility and change or leave the organization.

A rating approach where several dimensions of job performance are analyzed and anchored only with numbers or adjectives such as average, above average, poor, or needs improvement. a. Trait-rating b. Behavior anchored rating scale (BARS) c. absolute rating

a. Trait-rating

What is the first step in both the non-punitive discipline and the progressive discipline systems? a. Verbal warning of the inappropriate behavior b. Having a "decision-making leave" day set c. Suspension for the inappropriate behavior d. Written warning of the behavior that needs to be fixed

a. Verbal warning of the inappropriate behavior

A development approach that provides personal and direct support to individuals as they achieve a specific competence. a. coaching b. processing c. performance d. self-serving bias

a. coaching

A first and perhaps most important decision in PA must come when ... a. management decides what to measure b. management is told to do so c. the annual time period has arrived d. managers question where or not employees are performing based on standards

a. management decides what to measure

A ranking approach that involves the ranking of employees against others in the same department or job classification. a. straight ranking b. paired comparison c. alternation ranking c. forced distribution

a. straight ranking

A rating approach where several dimensions of job performance are drawn from a job analysis and anchored at each point within the statements of behavior reflecting the level of performance. a. Trait-rating b. Behavior anchored rating scale (BARS) c. Absolute standards

b. Behavior anchored rating scale (BARS)

use several dimensions of job performance drawn from a job analysis. a. Trait rating system b. Behaviorally-anchored rating scales c. Forced distribution d. Alternation ranking

b. Behaviorally-anchored rating scales

A statement of results to be achieved by a single employee or group within a certain time frame; typically applied in a non-repetitive situations. a. Performance Standards b. Performance Goals c. Performance Expectations

b. Performance Goals

BARS are usually developed: a. At random b. With Participation c. Through the casual model of job performance d. From the performance management cycle

b. With Participation

A statement of results to be achieved within a certain time frame. a. standards b. goals c. expectations

b. goals

A ranking approach where every subordinate is compared to every other one a. straight ranking b. paired comparison c. alternation ranking c. forced distribution

b. paired comparison

An example of "setting the stage carefully" is: a. Review job requirements and organizational mission/strategy b. Be able to substantiate statements with facts, examples, and details c. Conduct the interview in a neutral location d. Encourage employee self-appraisal prior to the review

c. Conduct the interview in a neutral location

Positive feedback is _________ to give effectively, and negative feedback is _________ to give effectively. a. Easy; easy b. Difficult; easy c. Difficult; difficult d. Easy; difficult

c. Difficult; difficult

Which of the following are NOT ways to conduct an effective performance review session? a. Set the stage carefully b. Actively listen to the perspective of the ratee c. Discuss only areas in which the ratings are positive d. Keep effective records

c. Discuss only areas in which the ratings are positive

Once an employee is observed on the job, the manager is given the opportunity to coach and provide positive reinforcement through: a. Training b. Goal and/or standard setting c. Feedback d. Performance appraisals

c. Feedback

Which of the following is NOT a sub-goal of evaluation? a. Promotion b. Evaluation and training effectiveness c. Feedback for performance improvement d. Wage and salary decisions

c. Feedback for performance improvement

"Self-serving bias" is a term used to describe when: a. A supervisor gives all the credit of a subordinate to himself/herself b. An individual is overconfident with one's ability to perform c. Individuals attribute success to themselves and failures to others d. A person is negatively biased in all aspects of life

c. Individuals attribute success to themselves and failures to others

What are the two types of approaches that can be made for PA forms? a. Direct; indirect b. Strategic; opportunistic c. Objective; subjective d. Conclusive; inconclusive

c. Objective; subjective

All the following are characteristics of a legally defensible performance assessment system EXCEPT: a. Ratees should be provided with feedback of the results of the PA and should have an opportunity to appeal to a higher level manager if they disagree b. Raters should have ample opportunity to observe the performance of the ratee c. PAs should not involve the development and communication of performance standards to employees d. Management should be committed to the PA system and communicate this commitment throughout the organization

c. PAs should not involve the development and communication of performance standards to employees

A closed-loop continuous cycle that all managers should participate in. a. Performance Management b. Performance Evaluation c. Performance Management Cycle

c. Performance Management Cycle

The best way to state and clarify expectations is through: a. The example of the supervisor b. Performance reviews and goal setting c. Performance standards and goals d. One-on-one meeting between supervisors and subordinates

c. Performance standards and goals

All of the following are characteristics of a legally defensible performance system EXCEPT: a. PAs should be based on thorough job analysis b. No PA system should rely solely on the judgment of a single individual without input and checks by others c. The evaluation of abstract traits (honesty, dependability, etc.) should be addressed d. Clearly defined individual dimensions (components) of job performance should be rated rather than overall job performance

c. The evaluation of abstract traits (honesty, dependability, etc.) should be addressed

Annual performance appraisals and reviews are difficult for supervisors if: a. They have not personally been involved in their employees' work b. They have not set challenging goals and/or standards c. They don't observe subordinate performance on a regular basis d. An organization has not established a performance appraisal program

c. They don't observe subordinate performance on a regular basis

A ranking approach where a supervisor will identify the top and bottom performers, remove they from the group and repeat the process until all employees have been ranked. a. straight ranking b. paired comparison c. alternation ranking c. forced distribution

c. alternation ranking

A ranking approach where the rater is forced to divide candidates into predetermined categories, for example Top 10%, Bottom 20% a. straight ranking b. paired comparison c. alternation ranking c. forced distribution

c. forced distribution

An individuals belief in their ability and capacity to accomplish a specific task. a. Performance b. Performance Evaluation c. self-efficacy

c. self-efficacy

All of the following should be done when establishing and applying grievance procedures EXCEPT: a. Clearly stating the procedures as company policy b. Establishing procedures to ensure due process c. Communicating the procedures to all employees d. Administering the procedures at will by the management

d. Administering the procedures at will by the management

How should the performance review session end? a. By setting goals b. Identifying any rewards or punishments c. Set a date for a follow-up meeting d. All of the above

d. All of the above

All are steps in the performance management cycle EXCEPT: a. Feedback and coaching b. Establish goals and expectations c. Evaluate performance d. Determine motivation

d. Determine motivation

What are the performance management goals? a. Feedback; development b. Appraisal; results c. Feedback; increased performance d. Evaluation; development

d. Evaluation; development

What is the "decision-making leave" day? a. The day the employee decides to quit b. The day set for the employer to fire the employee c. The day set to fix the problem at hand d. The day set that the employee must decide whether or not to stay with the organization

d. The day set that the employee must decide whether or not to stay with the organization

Which of the following is NOT a sub-goal of development? a. Feedback of performance improvement b. Career planning c. Identification of training needs d. Validation of employee selection approaches

d. Validation of employee selection approaches

Managers need to help their subordinates understand the connection between _________ and _________. a. Performance; job satisfaction b. Behavior; performance c. Motivation level; level of results d. Work output; success of the firm

d. Work output; success of the firm

This is the tendency for individuals to attribute their successes to themselves (internal factors) and their failures to others or to forces external to them a. coaching b. processing c. performance d. self-serving bias

d. self-serving bias

The right to terminate arbitrarily. Is this a right of the employee or the right of the employer?

employer