Management 494 | Exam 2 Study Guide (Chapters 4-7)
The results approach emphasizes ______________ rather than _______________. A. employee behaviors; results and employee traits B. outcomes; financial gain C. employee traits; results and employee behaviors D. outcomes; employee traits or employee behaviors
D. outcomes; employee traits or employee behaviors
A Level 1 appeal occurs when a complaint is sent to the HR Department.
TRUE
After determining the accountabilities of a particular job, the next step in measuring results is to determine specific objectives.
TRUE
An indicator is a behavior that suggests whether a particular competency is present.
TRUE
Behaviorally Anchored Rating Scales (BARS) include graphic rating scales that use critical incidents as anchors.
TRUE
Behaviors that we label as performance can be judged as negative, neutral, or positive for individual and organizational effectiveness.
TRUE
Differentiating competencies are competencies that allow us to distinguish between average and superior performers.
TRUE
When employees challenge the status quo in a positive way and make innovative suggestions for change, they are exhibiting: A. Cultural differences B. Declarative knowledge C. Psychomotor skills D. Voice behavior
D. Voice behavior
The behavior approach is a process-oriented approach that emphasizes how an employee does the job.
TRUE
The inclusion of an appeals process increases perceptions of the performance management system's fairness.
TRUE
Good objectives should have which of the following characteristics? A. Creativity B. Prioritized C. Open ended D. Set in stone
B. Prioritized
Which of the following is NOT included in the implementation of a performance management system? A. Communication plan B. Appeals process C. Recruitment event D. Pilot testing
C. Recruitment event
Which of the following is a motivation to give deflated ratings? A. To promote undesired employees out of the unit B. To make the manager look good to his/her supervisor C. To teach a rebellious employee a lesson D. To increase supervisor's likelihood of promotion
C. To teach a rebellious employee a lesson
All six appraisal meetings should be held as separate meetings.
FALSE
Judgmental issues involve whether performance management policies were followed.
FALSE
Having better knowledge of the performance management system leads to greater acceptance and satisfaction with the system.
TRUE
The steps that must be taken before the performance management system is launched include implementing a communication plan, establishing an appeals process, running training programs for raters, and pilot testing the system to fix any glitches.
TRUE
When the behaviors that contribute to success in a particular job are not observable, one can include measures of results that we infer to be the direct result of an employee's behavior.
TRUE
Gathering reports of situations in which employees performed behaviors that were especially effective or ineffective in accomplishing their jobs is an example of __________________________________. A. a critical incident approach B. an essay approach C. a comparative approach D. a direct report approach
A. a critical incident approach
Disagreement about an employee's performance as perceived by different sources is ____________ a problem. A. always B. never C. inevitably D. not necessarily
D. not necessarily
Use of essays, critical incidents, and graphic rating scales would be most appropriate in a(n) ______________ system of evaluating competencies. A. declarative B. absolute C. projective D. comparative
B. absolute
________________ is the feature of forms that ensures that raters provide evidence of performance regardless of the level of performance. A. Clarity B. Comprehensiveness C. Time orientation D. Descriptiveness
D. Descriptiveness
Suggestions to improve the quality of self-appraisals include all of the following, EXCEPT: A. Use comparative as opposed to absolute measurement systems. B. Allow employees to practice their self-rating skills. C. Assure confidentiality. D. Focus on the past.
D. Focus on the past.
In this type of comparative system, employees are apportioned according to an approximately normal distribution. A. Simple rank order B. Paired comparisons C. Alternative rank order D. Forced distribution
D. Forced distribution
When results and behaviors are obviously related, which approach to measuring performance is most appropriate? A. Trait approach B. Results approach C. Behavior approach D. Orthodox approach
D. Orthodox approach
When raters are asked to consider all ratees at the same time and to estimate the relative performance of each by using a 100-point scale, which method are they using? A. Forced distribution B. Behaviorally anchored rating scales (BARS) C. Simple rank order D. Relative percentile
D. Relative percentile
Which of the following performance facets must be considered to understand performance? A. Task performance and results B. Declarative knowledge and procedural knowledge C. Contextual performance and results D. Task performance and contextual performance
D. Task performance and contextual performance
Threshold competencies are: A. Those which allow us to see the threshold between good and poor performers B. Those which allow us to see the threshold between average and superior performers C. Those which must be attained in order to get an annual bonus D. Those which everyone must display in order to do the job at a minimally adequate level
D. Those which everyone must display in order to do the job at a minimally adequate level
The basic components that appraisal forms should contain are employee information; accountabilities, objectives, and standards; competencies and indicators; major achievements and contributions; developmental achievements; developmental needs; plans and goals; stakeholder input; employee comments; and signatures.
TRUE
Selective _________________ is a tendency to expose our minds only to ideas with which we already agree. A. exposure B. perception C. retention D. none of the above
A. exposure
Selective _____________ is a tendency to perceive a piece of information as meaning what we would like it to mean. A. exposure B. perception C. retention D. none of the above
B. perception
A level ____ appeal occurs when an outside and unbiased arbitrator makes a final and binding resolution. A. 1 B. 2 C. 3 D. None of the above
B. 2
When supervisors select (in order) the best performer, then the worst performer, then the second best performer, then the second worst performer, and so forth, alternating between top and bottom until the list is completed (and they meet in the middle), they are using which measurement method? A. Paired comparisons B. Alternation rank order C. Random assignment D. Relative distance
B. Alternation rank order
In addition to procedural knowledge, declarative knowledge, and motivation, ________________ also affect performance. A. HR practices B. work environments C. A and B D. None of the above
C. A and B
What is the overall objective of a rater training program? A. To ensure that raters know the consequences of making errors in evaluations B. To provide raters with tools that will allow them to implement the performance management system effectively C. To introduce raters to an overall view of performance management systems D. To give raters an opportunity to network with other raters
B. To provide raters with tools that will allow them to implement the performance management system effectively
______________ rating errors result because of the complexities involved in observing performance, storing that information in memory, and then recalling that information while rating an employee. A. Intentional B. Unintentional C. Negative D. Positive
B. Unintentional
To control biases and increase acceptance of the performance management system, increase ______________ involvement. A. human resource B. employee C. customer D. none of the above
B. employee
_____________ error occurs when raters only use the middle points in the scales and avoid using the extremes. A. Similar to me B. Leniency C. Central tendency D. Halo
C. Central tendency
Which of the following are among the major components of an appraisal form? A. Pay scale B. Names of feedback suppliers C. Developmental achievements D. None of these
C. Developmental achievements
Competencies are composed of which of the following? A. Knowledge B. Abilities C. Skills D. All of the above
D. All of the above
Which of the following questions should a communication plan answer? A. What is performance management? B. How does performance management fit in our strategy? C. What are my responsibilities? D. All of the above
D. All of the above
Who can be included as possible sources of performance information? A. Supervisor B. Peers C. Subordinates D. All of these
D. All of these
A pilot test should be conducted after all potential problems have been fixed and the performance management system is fully operational throughout the organization.
FALSE
Performance management (PM) systems that are not implemented from best practices will nonetheless be improved with the use of online components.
FALSE
The goal of behavioral observation training is to improve a rater's confidence in his/her ability to manage.
FALSE
The goal of rater error training is to increase rating accuracy by making raters aware of the errors they are likely to make intentionally.
FALSE
To reduce biases in accepting the communication plan, only use one channel of communication when delivering the message.
FALSE
Unintentional rating errors include leniency, severity, and central tendency errors.
FALSE
Frame of reference training involves discussing the dimensions for each scale to be used, including the types of behaviors that illustrate the various performance levels; then, participants are asked to evaluate a sample of employee performance, and they discuss how well they did.
TRUE
Performance management systems need to not only measure performance but also provide information on the source of any performance deficiencies.
TRUE
Regardless of who rates performance, the rater is likely to be affected by biases that could distort the resulting ratings.
TRUE
Many organizations now realize that there is no need to focus on both task and contextual performance.
FALSE
Only forms adopting a results-oriented approach need the following features: simplicity, relevancy, descriptiveness, adaptability, comprehensiveness, clarity, communication, and time orientation.
FALSE
Peers are in the best position to evaluate performance in relation to strategic organizational goals.
FALSE
Performance standards are statements of important and measurable outcomes.
FALSE
____________________ is defined as those behaviors that contribute to the organization's effectiveness by providing a good environment in which task performance can occur. A. Contextual performance B. Results C. Declarative knowledge D. Procedural knowledge
A. Contextual performance
Selective exposure may cause which of the following situations? A. Employees are likely to avoid exposing themselves to information with which they do not already agree. B. Employees may only read information that is written in handbooks. C. Employees may have a tendency not to believe information with which they do not already agree. D. Employees are likely to argue with any information that is presented.
A. Employees are likely to avoid exposing themselves to information with which they do not already agree.
A yardstick used to evaluate how well employees have achieved each objective is called ____________________________. A. a performance standard B. a key accountability C. results D. responsibilities
A. a performance standard
To understand the extent to which a competency is present, we measure _________. A. indicators B. performance standards C. objectives D. none of the above
A. indicators
The __________ meeting is a time to discuss how the system works and where the responsibility of the employee and the supervisor are outlined. A. system inauguration B. self-appraisal C. development plan D. objective setting
A. system inauguration
The __________ approach to measuring performance emphasizes cognitive abilities and personality. A. trait B. results C. behavior D. objective
A. trait
The behavior approach emphasizes ______________ rather than _____________. A. what employees do; employee traits or results B. employee traits; results C. results; employee traits D. None of these are correct
A. what employees do; employee traits or results
When selecting a group to pilot test the performance management system, choose a group which is: A. Hardworking B. Average C. Unique D. None of the above
B. Average
What are the two types of systems used to evaluate competencies? A. Evaluative and Projective B. Comparative and Absolute C. Absolute and Evaluative D. Projective and Comparative
B. Comparative and Absolute
________________ are measurable clusters of KSAs that are critical in determining how results will be achieved. A. Objectives B. Competencies C. Performance standards D. None of the above
B. Competencies
Rating behaviors are influenced by: A. Motivation to provide accurate ratings B. Motivation to distort ratings C. A and B D. None of the above
C. A and B
Training programs that explain the reasons for implementing performance management systems; how to observe, record, and measure performance; and how to use the appraisal form should ________________. A. decrease intentional rating errors B. decrease unintentional rating errors C. A and B D. none of the above
C. A and B
In order to minimize intentional errors, we must focus on the rater's __________. A. personality B. area of expertise C. motivation D. position in the company
C. motivation
What is the goal of self-leadership training? A. To reduce rating errors B. To improve an employee's ability to lead themselves C. To improve an employee's overall leadership ability D. To improve an employee's confidence in his/her ability to manage performance of subordinates
D. To improve an employee's confidence in his/her ability to manage performance of subordinates
Use of simple rank order, alternation rank order, and relative percentile would be most appropriate in _____________ systems of evaluating competencies. A. declarative B. absolute C. projective D. comparative
D. comparative
Broad areas of a job for which the employee is responsible for producing results are called __________________ A. responsibilities B. performance standards C. results D. key accountabilities
D. key accountabilities
Declarative knowledge includes which of the following? A. Facts B. Psychomotor skill C. Persistence of effort D. Cognitive skill
A. Facts
One goal of rater error training is to: A. Increase rating accuracy B. Increase rater apprehension C. Increase rating speed D. Increase rating scores
A. Increase rating accuracy
What are the two main strategies to obtain an overall performance score for an employee? A. Judgmental and mechanical B. Judgmental and objective C. Subjective and objective D. Mechanical and industrial
A. Judgmental and mechanical
By and large, what is the cause of intentional rating errors? A. Motivation issues B. Disciplinary issues C. Communication issues D. Supervisory issues
A. Motivation issues
Which of the following is a type of bias that affects the effectiveness of a communication plan? A. Selective participation B. Selective exposure C. Selective retention D. B and C
D. B and C
By and large, what is the cause of unintentional rating errors? A. Discipline B. Communication C. Motivation D. Cognitive bias
D. Cognitive bias
The following are advantages of the online implementation of performance management systems EXCEPT: A. Lower cost B. Easier to monitor unit-level and organizational-level trends over time C. Gather and disseminate information faster and more effectively D. Greater satisfaction with performance evaluations
D. Greater satisfaction with performance evaluations
Which of the following are included in the six possible formal meetings between a subordinate and a supervisor in a performance management system? A. Self-appraisal and debate session B. Debate session and performance review C. Customer satisfaction review and merit/salary review D. Merit/salary review and classical performance review
D. Merit/salary review and classical performance review
Comparative performance measurement systems are better than absolute systems at controlling for several rater biases and errors.
TRUE
Contextual factors, such as voice behavior and cultural differences, should be considered when organizations choose to define and measure performance.
TRUE
Good performance standards are related to the position, concrete, specific, measurable, practical to measure, meaningful, realistic, achievable, and reviewed regularly.
TRUE
Selective retention is a tendency to remember only those pieces of information with which we already agree.
TRUE
Self-appraisals should not be used as the only source of performance data because they may be more lenient and biased than other ratings.
TRUE
When workers are skilled in the needed behaviors, behaviors and results are related, and results show consistent improvement over time, it is best to use the results approach to measuring performance.
TRUE
Characteristics of good objectives include all of the following EXCEPT: A. Specific and clear B. Spontaneous C. Challenging D. Bound by time
B. Spontaneous
Task performance is defined as: A. Activities that transform raw materials into the goods and services that are produced by the organization. B. Activities that help with the transformation process by replenishing the supply of raw materials. C. Offering help and cooperating with others. D. A and B
D. A and B
Under which of the following conditions would a behavior approach be most appropriate? A. Behaviors and results are obviously related. B. There are many ways to do the job correctly. C. Results show consistent improvement over time. D. Outcomes are distant in the future.
D. Outcomes are distant in the future.
Which of the following factors are causing organizations to focus on contextual as well as task performance: A. Increased amount of teamwork B. Global competition C. Customer service D. Employee perceptions of performance management E. Supervisors' views F. All of the above G. A, B, and C
F. All of the above
Absolute systems base the measurement on comparing employees with one another.
FALSE
Forced distribution encourages teamwork and contextual performance behaviors and reduces competition within an organization.
FALSE
Contextual performance is also known as organizational citizenship or pro-social behavior.
TRUE
Declarative knowledge is information about facts and things, including an understanding of a given task's requirements, information on labels, facts, principles, and goals.
TRUE
During the formal performance review meeting the employee's performance is discussed from the employee and supervisor's perspective.
TRUE
Key accountabilities are the broad areas of a job for which the employee is responsible for producing results.
TRUE
Statements of important and measurable outcomes are called _______________. A. key accountabilities B. performance standards C. objectives D. yardsticks
C. objectives
The following are tools for addressing the challenges of open-ended (i.e., comments) sections, EXCEPT: A. Computer-aided text analysis (CATA) software B. Establish the goals of the information provided C. Training in systematic and standardized rating skills D. Add weighted scores to obtain overall score
D. Add weighted scores to obtain overall score
Good objectives are set in stone and will not change throughout the performance review period.
FALSE
In an alternation rank order procedure, employees are simply ranked from the best performer to the worst performer.
FALSE
Ratings gathered from different sources in the organization will mostly be similar given that they are all rating the same employee.
FALSE
The behavior approach to measuring performance emphasizes the use of tools to assess relatively stable individual attributes such as cognitive abilities and personality.
FALSE
The relative percentile method is a type of absolute performance measurement system.
FALSE
During the monitoring and evaluation stage, which of the following evaluation data should be collected? A. Reactions to system, assessment of operational and technical requirements, and effectiveness of performance ratings B. Appraisal scores, reactions to supervisor behavior, and employee motivations C. Employee demographic information, turnover rates, and return on investment (ROI) D. Number of training sessions, performance discussion meetings, and online appeals filed
A. Reactions to system, assessment of operational and technical requirements, and effectiveness of performance ratings
_______________ error leads to attraction so that we tend to favor those who are similar to us. A. Similar to me B. Contrast C. Leniency D. Severity
A. Similar to me
To maximize merit increases, to encourage employees, to promote undesired employees out of the unit, and to make managers look good to their supervisors are all reasons to __________ employee ratings. A. inflate B. not give C. deflate D. none of the above
A. inflate
The basic component that requires forms to contain definitions of the various knowledge, skills, and abilities to be assessed together with their observable behaviors is referred to as: A. Accountabilities, objectives, and standards B. Competencies and indicators C. Basic employee information D. Major achievements and contributions
B. Competencies and indicators
_________________ performance is fairly similar across jobs and is not likely to be role prescribed. A. Task B. Contextual C. Exceptional D. None of the above
B. Contextual
What type of training is more likely to lead raters to provide consistent and more accurate ratings as well as to help employees design effective development plans? A. RET B. FOR training C. SL training D. BO training
B. FOR training
Declarative knowledge is: A. Information that an employee can be tested on B. Information about facts and things C. Information that is included in the employee handbook D. All of the above
B. Information about facts and things
Procedural knowledge is: A. Information about facts and things B. Knowing what to do and how to do it C. Choosing to expend effort D. None of the above
B. Knowing what to do and how to do it
The goals of rater error training include: A. Making raters aware of the performance standards required B. Making raters aware of the possible errors that might be made in rating C. Making raters aware of the possibility that subordinates will disagree with rates given D. Making raters aware of the possibility of lawsuits
B. Making raters aware of the possible errors that might be made in rating
________________ is the strategy used to gain support for a performance system that recommends creating documentation and making it available online. A. Provide facts and conclusions B. Put it in writing C. Strike first D. Say it and then say it again
B. Put it in writing
Choose the evaluation method below that measures how well managers are managing the performance discussion meetings: A. Quality of information B. Quality of performance discussion meeting C. System satisfaction D. Overall cost/benefit ratio
B. Quality of performance discussion meeting
Selective perception refers to: A. The tendency to perceive one's direct supervisor as telling the truth B. The tendency to perceive information the way one wants to perceive it C. The tendency to perceive supervisors as "out to get me" D. The tendency to perceive selection processes as fair
B. The tendency to perceive information the way one wants to perceive it
What is the purpose of using weights? A. To gain strength B. To allow a supervisor to come to an objective and clear overall performance score C. To identify strengths and weaknesses D. To allow a supervisor to use his/her own subjective ideas when coming to a clear overall performance score
B. To allow a supervisor to come to an objective and clear overall performance score
What is the purpose of pilot testing a new performance management system? A. To identify employees who are resistant to the change B. To identify problems with the system before it is implemented system-wide C. To identify supervisors who are not able to rate employees properly D. To identify subordinates who should be terminated immediately
B. To identify problems with the system before it is implemented system-wide
Which of the following is a motivation to inflate ratings? A. To build a strongly documented written record of poor performance B. To maximize merit raise/rewards C. To teach a rebellious employee a lesson D. To shock employees
B. To maximize merit raise/rewards
The use of _________________ ensure that the response categories are clearly defined, that interpretation of the rating by an outside party is clear, and that the supervisor and employee also understand the rating. A. essays B. graphic rating scales C. critical incidents D. all of the above
B. graphic rating scales
The _______________ method of computing an overall score relies on the weights given to indicate the relative importance of each performance dimension measured to prevent personal bias from entering into the rating. A. creative B. mechanical C. methodological D. judgmental
B. mechanical
The combination of each of the following factors allows some individuals to perform at higher levels than others EXCEPT: A. Declarative knowledge B. Procedural knowledge C. Biases D. Motivation
C. Biases
All of the following are disadvantages of comparative systems EXCEPT: A. Competitive behaviors may become a problem B. Relative distance between employee's' performance is unclear C. Higher risk of leniency, severity, and central tendency biases D. Risk of legal issues
C. Higher risk of leniency, severity, and central tendency biases
Procedural knowledge is: A. Knowing what the boss wants done B. Knowing how well the job has to be done to "get by" C. Knowing what to do and how to do it D. Knowing where all the required equipment are located
C. Knowing what to do and how to do it
The technical definition of performance includes: A. The employee's behaviors and the results of the employee's behaviors B. Only the results of the employee's behaviors C. Only the employee's behaviors D. None of the above
C. Only the employee's behaviors
_______________ is the strategy used to gain support for a performance management system that recommends creating a positive attitude toward the new performance management system before any negative attitudes and rumors are created. A. Provide facts and conclusions B. Put it in writing C. Strike first D. Say it and then say it again
C. Strike first
Choose the evaluation method below that measures the perceptions of the system's users: A. Quality of information B. Quality of performance discussion meeting C. System satisfaction D. Overall cost/benefit ratio
C. System satisfaction
Selective retention refers to: A. The tendency to remember only those pieces of information that were presented first B. The tendency to remember only those pieces of information that were presented last C. The tendency to remember only those pieces of information which support one's current beliefs D. The tendency to remember only those pieces of information that are presented by a person the listener likes
C. The tendency to remember only those pieces of information which support one's current beliefs
Differentiating competencies are: A. Those which allow us to distinguish between poor and average performers B. Those which allow us to distinguish between acceptable candidates and unacceptable candidates C. Those which allow us to distinguish between average and superior performers D. None of these is correct
C. Those which allow us to distinguish between average and superior performers
The feature that recommends that a form specify expectations about past and future performance is referred to as: A. Clarity B. Comprehensiveness C. Time orientation D. Descriptiveness
C. Time orientation
The meeting during which the employee's performance is discussed, including both the perspective of the supervisor and the employee, is called a ____________. A. developmental plan B. self-appraisal C. classical performance review D. system inauguration
C. classical performance review
To shock employees, to teach rebellious employees a lesson, to send a message to employees to leave the division, and to build documentation of poor performance are all reasons to ___________ employee ratings. A. inflate B. not give C. deflate D. none of the above
C. deflate
During the ______________ meeting, an employee's developmental needs and the resources and methods available to meet those needs are discussed. A. system inauguration B. self-appraisal C. development plan D. objective setting
C. development plan
In general, having more and better knowledge about the performance management system leads to ________________________________. A. more classes and training sessions B. better employee ratings C. greater employee acceptance and satisfaction D. greater overall performance
C. greater employee acceptance and satisfaction
Yearly performance appraisal meetings falling on the anniversary date of the employee's hire date are the ideal method of communicating performance expectations to the employee.
FALSE
Behavioral Observation training focuses on how raters _____________, __________, __________, and use information about performance. A. rate; explain; test B. reward; coach; observe C. observe; store; recall D. none of the above
C. observe; store; recall
A(n) _____________ is a yardstick used to evaluate how well employees have achieved each objective. A. accountability B. results statement C. performance standard D. none of the above
C. performance standard
The traits approach emphasizes ______________ and ignores _______________. A. financial gain; financial loss B. employee traits; financial loss C. the individual performer; specific situations, behaviors, and results D. specific situations, behaviors, and results; employee traits
C. the individual performer; specific situations, behaviors, and results
An employee's _______________ is/are usually best-equipped to rate how well the employee removes organizational barriers, shields employees from politics, and improves other employee's competence. A. peers B. customers C. supervisor D. subordinates
D. subordinates
Supervisors are the best raters of employee performance.
FALSE
The mechanical approach to computing an overall performance score involves taking every aspect of performance into consideration and arriving at a defensible summary.
FALSE
The three determinants of performance have an additive relationship.
FALSE
___________ are competencies that each employee needs to display to do the job to a minimally adequate standard. A. Differentiating competencies B. Threshold competencies C. Distinguishing competencies D. None of the above
B. Threshold competencies
All of the following are examples of absolute systems EXCEPT: A. Essay comparing the employee to other team members B. Essay identifying employee strengths and weaknesses C. Graphic rating scales D. Critical incidents
A. Essay comparing the employee to other team members
________________ systems base the measurement on comparing employees with a prespecified performance standard. A. Comparative B. Subjective C. Absolute D. Results
C. Absolute
The basic component that requires forms to contain job title, division, pay grade or salary, and evaluation period is referred to as: A. Accountabilities, objectives, and standards B. Competencies and indicators C. Basic employee information D. Major achievements and contributions
C. Basic employee information
When poor results are due to causes beyond the performer's control, which approach to measuring performance is most appropriate A. Trait approach B. Results approach C. Behavior approach D. Orthodox approach
C. Behavior approach
Motivation involves which of the following behaviors? A. Choice to expend effort B. Choice of level of effort C. Choice to persist in the expenditure of that level of effort D. All of the above
D. All of the above
Which of the following characteristics can be used to judge the extent to which an objective has been achieved? A. Quality B. Quantity C. Time D. All of the above
D. All of the above
Which of the following is characteristic of good performance standards? A. Concrete B. Realistic C. Reviewed regularly D. All of the above
D. All of the above
Contextual performance and task performance should: A. Only be considered in higher level employees B. Be considered as one and the same C. Be listed in the employee manual D. Be considered separately
D. Be considered separately
Typically, there is only one type of behavior that has the capacity to advance organizational goals.
FALSE
Task performance varies across jobs and is likely to be role prescribed.
TRUE
The fact that there are many ways to deliver effective results in a job is an indication that a results approach to performance measurement might be appropriate for the job.
TRUE
The two main reasons that open-ended (i.e., comments) sections are typically not used effectively are that (1) it is not easy to systematically categorize and analyze such comments and that (2) quality, length, and content may vary.
TRUE
