PRACTICE QUESTIONS!!!

Which is an advantage of blended learning over only instructor-led training? Answers Takes less time to develop training solutions Less expensive to deliver Requires less coordination between learning methods Minimizes technology and security constraints

: Less expensive to deliver Item ls2-3-27 Rationale Blended learning has lower delivery costs than strategies that rely exclusively on face-to-face training. However, it *generally takes more time to develop and coordinate all aspects of the program as a result of the use of multiple methods.*

QUESTION 2/2 Which strategy should the HR manager use to reconcile the locally accepted practice of giving gifts to employees with the school's corporate gift-giving policy? Answers A. Host webinar training sessions by the corporate legal department on the approved code of conduct. B. E-mail the staff information on the school's mission of being an international organization and need for consistency across all sites. C. Use existing staff meetings to review the policy while acknowledging comments about the local practice of giving employees gifts. D. Post a directive to the local staff prohibiting any gifts to employees while also expressing appreciation of the local culture.

ANSWER 2/2 C. Use existing staff meetings to review the policy while acknowledging comments about the local practice of giving employees gifts. Item lsna-19-205d Rationale C is correct. As the HR manager is new to the location, a good first step would be to determine where discrepancies exist between the policy and cultural norms and then to work on an plan to address them, if possible. A is incorrect, as this would not adress the cultural differences in the location. B and D are incorrect. A standardized approach would most likely not make sense across all locations, as it would not take into account local norms and practices and may be seen as dismissing important cultural practices.

QUESTION 2/3 Which step should the HR manager take to identify the root causes of turnover? Answers A. Read comments from past employee engagement surveys. B. Review previous employee complaints related to manager behaviors. C. Set up an anonymous employee suggestion box in a common area. D. Examine employee exit interview documentation for trends.

ANSWER 2/3 D. Examine employee exit interview documentation for trends. Item lsna-19-404b Rationale The best answer is D. When reviewing the employee exit interview data, the HR manager is demonstrating the Critical Evaluation competency. The HR manager can identify the reasons employees have left the organization and focus on consistent themes. A and C are not the best answers, because the information is not identifiable and, therefore, the credibility of the data is in question. Because the feedback is anonymous, follow-up questions cannot be asked. B is not the best answer, because the complaints about managers may not be valid and not all complaints are reported.

Which feedback message will be most useful to the feedback receiver? Answers "That was a good call. Don't forget the last step in customer service though. Follow up with our HR customers to explain the status of an issue." "I notice that you never check back in with our HR customers. That's the last step in our process. Why do you skip that?" "I got an e-mail last month from one of our HR customers who wanted to know the status of a compensation dispute. Not good." "You need to improve your customer service delivery. We scored low on that in the last quality survey."

: "That was a good call. Don't forget the last step in customer service though. Follow up with our HR customers to explain the status of an issue." Item ni-200-58 Rationale Effective feedback should be clear about what behavior needs to be changed, and the feedback should be delivered in a timely manner. The best feedback statement is "Don't forget the last step in customer service...." It is specific about what should be done (follow up). It is timely, unlike the feedback based on an observation made a month ago. It is not a generalization, like "you never check back."

Which action should the HR consultant take first when determining salaries? Answers A. Meet with the owners to understand organizational goals and strategies. B. Ask managers of the organization to decide the salaries for their employees. C. Send out an e-mail to the entire workforce seeking thoughts about current pay. D. Collect external data and evaluate market midpoints and upper quartiles.

: A. Meet with the owners to understand organizational goals and strategies. Item ls1-4-4c Rationale A is the best response. A successful compensation plan must align with the organizational goals. For example, since this company is in growth mode, they may choose to lead the market in pay. B is incorrect. Although managers' input could be solicited, it would be inappropriate to allow them to independently determine salaries, as it could cause equity and bias issues. C is incorrect. Seeking input from all employees via e-mail would be inappropriate, as this could create conflict among the employees. Furthermore, salary discussions should take place in a private setting with each individual. *D is incorrect. The external midpoints should be compared to the internal midpoints once a structure is put into place.*

Scenario The shared service centers of a multinational technology company are concentrated in one country. They provide back-office operational support for the finance and accounting, procurement, and HR functions of the company. The local talent market for the back-office operations skills is very competitive. To date, the company has been successful in recruiting experienced professionals from its competitors. The main draw has been the generous compensation and benefits package and the general perception of an amiable and cooperative management team. While competitors' workforces have unionized in this country, this company's workforce has remained union-free. The annual planning process has kicked off. The process requires the global HR and finance teams to recommend the payroll increase budget for each country based on key economic indicators, company performance, affordability, and compensation market survey data. The teams recommend a salary increase budget of 18% for the country with the shared service centers. The country HR director is concerned that the recommended budget is too low and believes that, in order to remain competitive and compensate for inflation, the increase should be 30%. The country director brings her concerns and recommendations to the global VP of HR. In a discussion with the global VP of finance and the global functional leaders, the global VP of HR learns that the 18% increase budget is a stretch and that going any higher will have a negative bottom-line impact. The VP of HR has completed the analysis and developed recommendations for resolving the short- and long-term workforce cost issues in this country. Which is the best step that the VP of HR should take at this point in time? Answers A. Meeting with key stakeholders individually, before the group meeting, to familiarize them with the recommendations and gather support B. Sharing with the COO the analysis and recommendations to garner support before the rest of the leadership team hears them C. Having the country HR director review and provide input on the recommendations before presenting them to the rest of the leadership team D. Implementing the best recommendation immediately before employees hear about the increases and begin the process of unionization

: A. Meeting with key stakeholders individually, before the group meeting, to familiarize them with the recommendations and gather support Item ls1-4-7c Rationale A is the best response. It is best to ensure that all key stakeholders are supportive of the proposal to avoid risking rejection of the recommendations further downstream. *B is incorrect. By not ensuring that the key stakeholders are fully supportive, there is a risk that the COO will approve but there will be a failure in implementation.* C is incorrect. The country HR director is just one of several key stakeholders. It is best to ensure that all key stakeholders are supportive of the proposal to avoid risking rejection of the recommendations. D is incorrect. Nothing should be implemented without the review and support of all key stakeholders.

Which is the most persuasive approach the learning and development specialist should use to influence design changes with her new colleagues? Answers A. Provide research about strategically based competencies and, for a to-be-revised course, compare objectives with business competencies. B. Provide anecdotal evidence based on feedback, blogs, industry forums, and associations from the specialist's network. C. Map the evaluation tools used throughout the learning and development system against Kirkpatrick's four levels of evaluation for variance. D. Distribute articles to her colleagues about competency-based learning and the strategic effects of higher transfer of learning.

: A. Provide research about strategically based competencies and, for a to-be-revised course, compare objectives with business competencies. Item ls1-3-1b Rationale A is the best answer. Providing sound research is the best choice for persuading colleagues who share common goals. This is different from choice D because it is less passive and more direct in showing how the research applies to the present situation. B is wrong because anecdotal information and articles may supplement the research; simply showing the variance may not influence the colleagues to change their beliefs. *C is wrong because showing what levels of assessment are being used currently does not speak to their value.*

Refer to the following scenario for the next 3 questions. An HR business partner for a mid-sized company has been asked to investigate root causes of high employee turnover. The CEO thinks that the turnover is the result of HR failing to set clear expectations for managers and has stated that there is a disparity in how managers lead their employees versus what employees think their managers should be doing. The CEO believes that this inconsistency in expectations is the reason for attrition. HR currently conducts annual employee engagement and morale surveys and presents the results to management. However, most of the management team has been with the company for many years and are resistant to change. Past efforts to guide the management team have been unsuccessful due to limited participation. For example, leadership skills training has been held in the past, but most of the management team have declined to attend. The CEO has requested that the HR manager provide a detailed plan to address the turnover by next quarter. QUESTION 1/3 Which step should the HR manager take to ensure buy-in from the managers when implementing an initiative to address the turnover? Answers A. Present data to managers that shows how the high turnover has affected the company's profit. B. Create a policy that links participation in leadership training with incentives and bonuses for managers. C. Ask employees about their managers' capabilities and provide managers with this feedback. D. Purchase off-the-shelf business competency models to use as a management tool.

: ANSWER 1/3 A. Present data to managers that shows how the high turnover has affected the company's profit. Item lsna-19-404a Rationale The best answer is A. HR is demonstrating the Critical Evaluation competency by showing the manager the correlation between turnover and profits. By seeing the negative impact on profits, managers will be more interested in working toward solutions. B, C, and D are not the best answers. After the managers are fully aware of the correlation between profits and turnover, they may be willing to move forward with feedback opportunities and training programs.

Refer to the following scenario for the next 4 questions. An HR manager began a new job at an international school in another country. On her first day, she went to the main office to introduce herself to the school's long-time principal and his recently hired executive assistant. The HR manager noticed flowers on the assistant's desk and complimented them. The assistant nervously dismissed the compliment, frowned, and said they were from the principal and that they were his way of flirting with her. The HR manager knows this is against the school's corporate gift-giving policy, which prohibits using school funds to purchase gifts for individual employees.Later, the HR manager met with the principal to discuss HR priorities. Concerned by the assistant's comments, the HR manager asked about the flowers. The principal dismissed the concerns, saying that giving gifts to recognize employees is common in that country, and angrily remarked that he is entitled to spend his discretionary budget how he wishes. After the meeting, the HR manager felt concerned about the principal making an exception to the gift-giving policy and planned to speak to the school director about the incident. That evening, the HR manager receives a voice mail from the assistant, who frantically asks her not to say anything about the flowers because she needs to keep her job. QUESTION 1/4 What should be the HR manager's first step to ensure the local adoption of the school's gift-giving policy? Answers A. Meet with the principal to go over the school's gift-giving policy in detail. B. Research the local culture to determine if the principal is telling the truth about local cultural norms. C. Prepare a business case highlighting the risks of the principal's behavior. D. Recommend the principal for disciplinary action for his violation of the policy.

: ANSWER 1/4 A. Meet with the principal to go over the school's gift-giving policy in detail. Item lsna-19-205a Rationale A is correct. Reviewing the policy with the principal allows for the new HR manager to begin to build the relationship and trust with the principal. Further, it allows the HR manager to ask questions to potentially see how often the principal deviates from the policy, and it helps the HR manager begin to understand local cultural norms and form a plan of how to reconcile those with alleged policy violations.

Refer to the following scenario for the next 4 questions. The largest customer of a small consulting firm demands that the project manager terminate an employee for poor performance or the customer will terminate its contract immediately. The account project manager has documented the employee's performance as meeting expectations, there is no documentation to support a termination, and there is no place to transfer the employee to. The HR manager conducts a comprehensive investigation and learns that the employee and the customer had a verbal disagreement about how the employee had classified specific expenses and how it affects the customer's budget. The confrontation was significant but did not involve any unacceptable language. In addition, the employee's classification was technically correct; however, a reclassification was also acceptable under generally accepted accounting principles. The project manager was unaware of this conflict. The HR manager concludes that the employee did not follow the policy that requires an employee to advise the supervisor of a client issue. Because such a conflict could significantly harm the company's business, the policy states that an employee can be disciplined up to and including termination for this violation. QUESTION 1/4 The HR manager and the project manager prepare to meet with the employee. They consider their options. Which is the most effective option that will honor the company's policy, yet maintain the relationship with the company's customer? Answers A. Terminate the employee for violation of the company policy. B. Tell the employee to apologize to the customer. C. Tell the employee to do nothing; it will blow over. D. The employee's behavior toward the customer was wrong, and the employee will be written up.

: ANSWER 1/4 A. Terminate the employee for violation of the company policy. Item ls1-8-8a Rationale A is the best response. Considering the business conditions and that the policy states that a violation is subject to termination, this is the best response. Jeopardizing the relationship with the company's largest customer could bring extreme financial hardship to the company. Since there is not another project to transfer the employee to, termination is the best option. B is incorrect. An apology would not address the broader issue of the policy violation. C is incorrect. This approach does not address customer service or the policy violation. D is incorrect. The customer has taken a firm stand concerning termination; as such, this outcome is not available. .

Refer to the following scenario for the next 4 questions. An HR manager is contacted via telephone by an employee concerned about the need for the replacement of protective equipment currently being used. The employee indicates that the equipment is damaged and that, despite several attempts to bring the concern to the attention of the supervisor, the equipment has not yet been replaced. The firm's compliance with safety standards in the industry is reported publicly on an ongoing basis. During the conversation, the spouse of the employee can be heard speaking loudly in the background. The spouse is expressing dissatisfaction with the company's response to this concern. Shortly after the call, the HR manager is notified that the spouse has posted comments on a social media site indicating that the firm is out of compliance with safety standards. The public relations department is also made aware of the posting. The HR manager contacts the employee to discuss the post and requests removal from the social media site. This request further angers the spouse, and additional comments are immediately posted. The employee informs the HR manager that the spouse has requested a meeting with the firm's leadership team to discuss this further. QUESTION 1/4 What action can the HR manager take to demonstrate that the employee's concerns are being taken seriously? Answers A. Remind the employee that safety is a core value in the firm, and therefore, if necessary, the equipment will be replaced after inspection. B. Due to the unprofessional behavior of the employee and the employee's spouse, HR should dismiss the concerns. C. Coordinate an inspection of the equipment and inform the employee that any immediate safety issues will be addressed. D. Thoroughly document the employee's concerns and send them to the supervisor and the employee with recommended next steps.

: ANSWER 1/4 C. Coordinate an inspection of the equipment and inform the employee that any immediate safety issues will be addressed. Item ls1-8-7ac Rationale C is the best response, because safety concerns that may lead to the harm of employees or customers require immediate action. Taking action will send a clear message that the concern is being taken seriously. It also provides clarity regarding the process that will be taken. While the HR manager would not complete the inspection, he or she would arrange it through the proper channels. A is incorrect, because it does not provide an action to address the concern. Simply reminding the employee that safety is a value will not calm the employee down at this stage. The employee has explained that previous attempts were made to address the concern with the supervisor. B is incorrect. Despite the approach that is being used by the employee, the complaints should be respected and taken seriously. D is incorrect, as it does not include a plan to inspect the equipment right away. This action does not send a strong message that the concern is being taken seriously and is being addressed in a timely fashion.

Refer to the following scenario for the next 4 questions. A company sends a team of employees and one field supervisor to a customer's location for a week. Employees stay in hotel rooms, two employees per room, and receive a daily meal allowance that allows the purchase of one alcoholic beverage. At dinner one evening, the employees have a few alcoholic beverages, and then they return to the hotel, where one employee passes out in the parking lot. The other employees call an ambulance, and emergency personnel ask if the unconscious employee takes any medication. The employee who shares a room with the unconscious employee goes to the room and finds the employee's medication bottles. No one rides in the ambulance or follows it to the hospital. The field supervisor calls HR to report the incident. The HR manager asks if the employee's spouse has been called and which hospital the employee was admitted to. No one knows where the employee has been taken, nor has the employee been in contact with anyone. The field supervisor locates the employee, who is in serious condition. The employee remains unconscious; it is unknown if the employee will recover from the incident. Management wants to end the employment relationship with the employee. QUESTION 1/4 What can HR do to ensure that all employees understand the company's daily meal allowance policy? Answers A. Take no action, since it has not been determined that the employee's medical condition is related to alcohol consumption. B. E-mail the company's daily meal allowance policy to all employees and direct the employees to review it. C. Distribute the policy to employees and provide a venue to review it and answer questions. D. Forward the policy to supervisors and rely on them to review the policy with each of their employees.

: ANSWER 1/4 C. Distribute the policy to employees and provide a venue to review it and answer questions. Item ls1-3-4a Rationale C is the best answer. This ensures that the communication is consistent and everyone is involved and has an opportunity to ask questions. A is incorrect. Company policy needs to be followed regardless of whether the incident was related to alcohol consumption. B is incorrect. E-mail is one form of communication, but it does not ensure that the recipient receives and understands the information. D is incorrect. There is no assurance that supervisors will share the information in a consistent manner or that they will be able to answer questions that may arise.

Which solution would best resolve a growing problem with absenteeism? Answers Using focus groups to determine root problems Administering the organization's attendance policy consistently Using strong disciplinary procedures that result in termination Focusing on results, not behaviors, of employees

: Administering the organization's Item ls3-8-39 Rationale Administration of the attendance policy will remind employees that absenteeism is not acceptable. Applying the policy consistently will be evidence that the organization holds each employee to the same standard. Focus groups are not an effective forum in which to discuss noncompliance with basic attendance policies. Although it is important to focus on results, results are not always visible and do not replace the need for a consistent attendance policy. INCORRECT Using focus groups to determine root problems

A CEO assigns employees to participate in fund-raising for a nonprofit school for students with learning disabilities. The company provides time off and covers the employees' expenses. Employee contributions and school accomplishments are communicated in newsletters and at annual meetings. How could this attempt at community involvement be improved? Answers Provide volunteers with additional training in community work. Allow employees more voice in choosing the community involvement partner. Avoid turning the involvement into personal gain through publicizing it. Choose another community partner less involved in advocacy.

: Allow employees more voice in choosing the community involvement partner. Item ls4-13-56 Rationale Although the cause may be worthy, it would be better if employees were more involved in choosing a partner and project rather than being assigned to one by the organization's leader. INCORRECT Provide volunteers with additional training in community work.

For much of a meeting, one team member is unofficially leading the discussion while several others are quietly listening. What should the manager leading the meeting do? Answers Allow the meeting to flow without interruption. Ask the quiet participants for their reactions. Summarize what the talkative team member has said and then move to the next agenda item. Tell the talkative team member that you are in charge.

: Ask the quiet participants for their reactions. Item mg-600-12 Rationale Managers support and control discussion during their meetings. This may involve asking quieter participants for their reactions or protecting participants from difficult or abusive group members. Asserting that you are in charge is a poor way of providing support and control.

Scenario A rapidly growing technology company focused on business development and customer creation is entering its third year of operations. Currently, the company has 35 employees and 15 consultants and is managed by its two owners. There is no focus on creating a solid and sustainable infrastructure, a formalized system of policies and procedures, or a formal talent acquisition or compensation program. Recently, the owners hired five new employees at salaries that exceed those of employees who have been with the company for several years. Due to the size of the company, it is very difficult to keep things confidential, and existing employees are hearing rumors that the newly hired employees are receiving higher salaries. The owners have indicated that the higher pay was the only way to attract qualified candidates. The owners are also recruiting external candidates to fill open managerial positions rather than allowing current employees to apply for those roles; however, the owners proclaim that it is also a priority to retain the company's current employees. Employee morale is at an all-time low, and the company's owners feel pressure to make changes. The owners decide to hire an external HR consultant to assist with all of the challenges. Which is the first step the HR consultant should take to create a _compensation system?_ Answers A. Look at a salary survey for the industry to determine pay grades. B. Conduct a job analysis of all positions within the company. C. Assign an acceptable salary range for each job. D. Review the job description of each employee and then conduct a job analysis.

: B. Conduct a job analysis of all positions within the company. Item ls1-4-4b Rationale B is the best response. A complete job analysis will identify distinct job duties as well as the knowledge, skills, abilities, and other characteristics that are required for an individual to be successful in the job. A is incorrect. Salary surveys are helpful when examining external data, but they would be used at a later time, after the job analysis and job descriptions have been completed. C is incorrect. Assigning a salary range would be at the end of the cycle when creating a compensation system. *D is incorrect. A thorough job analysis is required first in order to create accurate job descriptions.*

Refer to the following scenario for the next 4 questions. A nonprofit organization has had a history of employees who have enjoyed a long tenure with the company. However, turnover in recent years has been high among new hires. A downturn in the economy has resulted in reduced funding. Recently other nonprofits have entered the field and are vying for the same financial resources, resulting in employees working longer hours in a fierce competition to earn grants. Key areas in the most recent employee engagement survey dropped significantly, citing the long hours and pay inequities. In contrast, however, employees were quite pleased with the benefits that are offered, the positive work environment, and recognition for their corporate social responsibility (CSR) work. How should the HR director respond to the negative feedback from employees? Answers A. Wait until the organization's funding stabilizes, and then see if the negative feedback subsides. B. Create an employee engagement strategy and business case to present to the CEO and the board. C. Withhold further action, since the good comments from the survey far outweigh the negative comments. D. Continue to research the issues to understand if there are more negative things that are wrong.

: B. Create an employee engagement strategy and business case to present to the CEO and the board. Item ls1-2-2a Rationale B is the best response, as this demonstrates the director's partnership with the senior leadership team. Additionally, creating a strategy and business case will demonstrate the Business Acumen and Leadership and Navigation competencies. A is incorrect. This is a reactive approach that could prove to be detrimental to the organization, since there is no guarantee that the funding will stabilize. As such, the HR director needs to create an employee engagement strategy and obtain buy-in from the CEO and the board so that it can be implemented. C is incorrect. An employee engagement strategy focuses on addressing negative issues as well as capitalizing on positive issues. A formal plan is the best way to balance positive and negative issues. *D is incorrect, as the director needs to understand how the leadership team wants to proceed, or if they do, before researching the issues. There is enough information to make a preliminary decision on an overall engagement strategy. Once the leadership team decides on the strategy and individual actions, then the research would be conducted.*

The leadership of a medium-sized technology company has determined that the most viable option to expand their product line is to merge with an existing, larger company. HR is part of the team conducting due diligence for the merger. One item that concerns HR is the different approaches the companies have to work/life balance. The employees of the old company feel that they are treated unfairly because pay, benefits, and working conditions are different within work groups. HR believes that the new company should have a blend of the cultures and the benefits of the two companies. HR is responsible for communicating the decision to the current employees and developing a timetable for the integration. Employees are excited to join the larger company, based on rumors of better pay and benefits with the new organization. The new company is ready to reduce redundancy in key leadership positions and develops a work group to identify positions for elimination. After identifying duplicate positions, managers must recommend individual employees for termination. The merger of the two companies is underway, and HR has been asked to develop organizational effectiveness measures to improve performance and productivity. HR has undertaken the OED process. One group has declined in performance, productivity, and profits. The leadership team has asked HR to review the situation and provide a recommendation. The manager of this group has a reputation of having an abrasive management style. Leadership has tasked HR with outlining an effective change management plan. What is the first thing HR should do to help manage the change in the organization? Answers A. Communicate the change management plan to all of the employees. B. Measure the effectiveness of the change. C. Consult with the organization's leaders to identify potential gaps in culture and processes. D. Conduct a survey of the industry, asking specific questions about merger activity successes.

: C. Consult with the organization's leaders to identify potential gaps in culture and processes. Item ls1-15-5b Rationale C is the best response, because HR needs to first ensure that it understands the direction leadership wants for the company. A is incorrect. HR must first work with leadership to fully understand what the new direction of the organization will be and what specific changes will be made. *B is incorrect, because there is no need to measure the effectiveness. The leadership has already acknowledged that productivity, profits, and quality are low.* D is incorrect. Strategically, the company would not want to advertise to its competitors in the industry that it is having issues with the merger.

Refer to the following scenario for the next 4 questions. A young learning and development specialist, having recently completed graduate studies in adult education and training, is hired into an HR department that has a strong history of management and employee training programs. For now, the specialist's assignment is to undertake scheduled revisions of specific elements in the learning and development system. The programs have been well-attended and well-received by the organization, so there has been little need to change the learning approach. The specialist soon realizes that, while the course content is well-designed, built on sound practices, and engaging for participants, it offers little support or direction for transferring learning to the job environment. It is missing a major opportunity for improving job performance. She also notes a lack of competency-based learning that can be used by participants and their managers as performance standards to make it easier to implement and assess learning and performance levels. The specialist would like to propose changes, but she is new to the company and the HR function. Her colleagues are older than she is and much more experienced. They have created or directed the curriculum that she wants to change. She notices that they smile condescendingly when she speaks at department meetings about her ideas. They seldom talk to her and have been rather harsh in their reviews of her initial projects. It is difficult for her to argue for change using actual data because the evaluation tools the department uses focus primarily on Kirkpatrick's Levels 1 and 2. What should the specialist do in this situation? Answers A. Wait until her colleagues get to know her better and develop trust in her professional opinions. B. Disregard her colleagues' reactions and go straight to the HR head with her ideas. C. Focus on developing relationships with HR's internal customers in this area, the functional managers. D. Present a separate proposal to the head of HR for a pilot test of a different training design.

: C. Focus on developing relationships with HR's internal customers in this area, the functional managers. Item ls1-3-1a Rationale The best answer is to try to create relationships with potential allies who can eventually support the change. The logical place to start is with the functional leaders, who may be experiencing the effects of poor transfer of learning (if it is, in fact, occurring). *A is wrong because it shows a lack of leadership and problem solving.* B is wrong because disregarding the colleagues and going to the HR head may appear disloyal and self-serving to the colleagues and permanently damage this relationship. D will probably not be effective since the specialist is new, unknown, and unsupported in the function.

What is the difference between career management and career planning? Answers Career management assesses career paths; career planning focuses on building a pool of qualified workers. Career management focuses on the organization's needs; career planning focuses on the individual's needs. Career management assumes that employees are responsible for their careers; career planning assumes that the company is responsible. Career management is based on communication between managers and employees; career planning involves only the employee.

: Career management focuses on the organization's needs; career planning focuses on the individual's needs. Item ls2-3-36 Rationale Career management focuses on the organization and concerns itself with identifying future staffing needs, matching organizational needs with individual abilities, and designing appropriate career development programs and paths. Career planning focuses on the individual, who assesses personal abilities and interests, evaluates career paths, and plans personal career goals. INCORRECT Career management assesses career paths; career planning focuses on building a pool of qualified workers.

A manager approves a training course on the condition that it includes some way of ensuring that the training reinforces critical learning objectives. Which strategy should an HR manager employ to best meet the manager's needs? Answers Surveying all participants before and after each class Conducting a pilot program for a limited group Researching similar programs in other companies Revising content to meet the manager's demands

: Conducting a pilot program for a limited group Item ls2-3-31 Rationale A pilot allows for a test run of the program with selected members of the target audience in a controlled environment. Participants and other key stakeholders have the opportunity to evaluate the program's effectiveness and identify specific changes that will strengthen the program. After the pilot, the program is revised and released for mass delivery. INCORRECT Surveying all participants before and after each class

A municipality enacts certain employee benefit requirements. An organization operates in municipalities in regions all around the country. The HR director must decide how to address this situation. What legal concept does this situation represent? Answers Difference between civil and common law Extraterritoriality Rule of law Conflict of laws

: Conflict of laws Item nj-200-9 Rationale /Conflict of laws/ is created when two or more jurisdictions (in this case, the municipality and any higher level of government in the country or in other countries) each have different legal requirements for the entities operating in their borders. The HR director, probably with legal counsel, must clarify which jurisdiction has control over a particular issue and adjust policies accordingly. INCORRECT Rule of law- no individual is beyond the reach of the law Civil law - system based on written codes approved by legislative Common law - based on legal precedent

What is the best way to deliver negative feedback to a subordinate? Answers Create a work environment in which employees feel valued even when negative feedback is necessary. Start and end with positive feedback, even if it is about a minor performance element. Deliver positive feedback in person and negative feedback in writing for the purpose of documentation. Wait for a quiet moment, when any stress related to the issue has subsided.

: Create a work environment in which employees feel valued even when negative feedback is necessary. Item ni-200-59 Rationale Negative feedback is most effective when it occurs within a work context that makes employees feel valued. They see the negative feedback as opportunity to improve and contribute rather than as a personal failure.

How can the specialist improve her relationship with her colleagues? Answers A. Ask the department manager to intervene with the unfair, harsh criticisms of the specialist's work. B. Be as critical of her colleagues as they are of her; this way they will respect her more. C. Find more opportunities to demonstrate her learning and accomplishments to her colleagues. D. Ask a well-liked and respected colleague in the department to mentor her for the next year.

: D. Ask a well-liked and respected colleague in the department to mentor her for the next year. Item ls1-3-1c Rationale Asking a well-liked and respected colleague in the department to mentor her for the next year is the best approach. By developing this strong and positive relationship, she also developing a champion for her contributions. Asking for supervisor intervention may cause more resentment by colleagues. Being critical will surely affect her working relationships negatively. And *finding more opportunities to demonstrate accomplishments may be viewed as competitive.*

In a midsummer strategy session, a company determines that it will close its West Coast manufacturing unit and move the entire manufacturing effort to the East Coast head office. To bring the East Coast office fully online, 100 new positions will have to be filled. The work is going to migrate to the East Coast over a 90-day period that will begin September 1. HR has been asked for advice and support. What is the first action for HR to take to begin to support this business initiative? Answers A. Initiate the layoff process for the employees located on the West Coast. B. Ask business partners for their ideas about what might be needed to support this initiative. C. Talk to West Coast employees to determine their interest in the positions on the East Coast. D. Review all of the job descriptions, current salaries and benefits, and existing policies to support the initiative.

: D. Review all of the job descriptions, current salaries and benefits, and existing policies to support the initiative. Item ls1-1-1ac Rationale D is the best answer. The consultation process starts with fully understanding the issue at hand and the requirements for an effective solution, and only then designing that solution. Accurate job descriptions and updated policies and procedures provide the proper infrastructure to support all aspects of the initiative. A is incorrect. Although layoffs may need to occur, HR should not initiate any layoffs without discussing them with the company's leadership. B is incorrect. Asking business partners for their thoughts before offering a framework for the support needed would not position HR as a strategic partner to the business. *C is incorrect. Although offering internal transfers to the East Coast might be a component of the overall strategy, it is not the best starting point.*

What would make for the most effective presentation to senior management to ask for the purchase of HRIS technology? Answers Glossy presentation that states only what the customer wants to hear Detailed presentation that shows proofs for all points Bold presentation that glosses over negative points Dynamic presentation that focuses only on key points

: Dynamic presentation that focuses only on key points Item mg-600-21 Rationale Presentations to high-level decision makers need to be dynamic and focused on key points. Technical partners, such as IT, may need a more detailed presentation.

HR has noticed a higher-than-normal rate of voluntary terminations and determined that this warrants investigation. Plans are made to survey the employees. Which type of survey would best determine reasons for the employee departures? Answers Attitude survey Engagement survey Performance survey Opinion survey

: Engagement survey Item lsre-2-2-37 Rationale Engagement surveys /focus on employee satisfaction, commitment, and morale./ Opinion surveys seek to gain opinions on certain processes, and *attitude surveys attempt to determine employee perceptions of their working environment.* INCORRECT Attitude survey

When administered in the same way in different countries, which assessment approach would provide the most consistent results in collecting information on job candidates? Answers Evaluation of work samples Standardized measures of psychological traits Panel interviewing One-on-one interviewing

: Evaluation of work samples Item ls2-1-42 Rationale The evaluation of work samples will probably provide the most consistent results because of the /direct relationship between the test situation and the work situation./ The *interviewing approaches may be very effective, but they are likely to be inconsistent because of the different perspectives of the observers.* Responses to psychological tests are likely to be very much affected by cultural differences.

A new competitor entered the market and attracted many of a manufacturing organization's employees with higher hourly wages. The organization's HR team has revised the staffing plan. Which data could alert HR to the need for further revisions? Answers Stay interviews Monthly turnover levels Absenteeism reports Exit interviews

: Exit interviews Item lsna-19-357 Rationale Continuous improvement of staffing plans should include an ongoing measurement function to monitor the quality of the plan implementation. Since the turnover is prompted by higher wages/salaries at a competitor, exit data would inform HR of the reasons people are leaving. INCORRECT Monthly turnover levels

What is a good way to signal acknowledgment but not necessarily comprehension or agreement in a face-to-face conversation? Answers Written summary Encoding thoughts Eye contact Repeating back what was said

: Eye contact Item mg-600-27 Rationale Eye contact can be a form of acknowledgment, which is a signal that a message was received. It is a sign that you are paying attention.

Which activity is critical to ensure that strategy is implemented effectively? Answers Feedback on strategic initiatives is obtained on a regular basis from all parts of the organization. The timeline of the strategic objectives is communicated broadly. The executive sponsor conducts a web conference to show leadership support. A project manager is assigned to develop a formal communication plan.

: Feedback on strategic initiatives is obtained on a regular basis from all parts of the organization. Item lsna-19-271 Rationale Effective strategic implementation requires two-way communication: communication of the strategic objectives and plans to the organization and feedback from the organization to those plans. The communication plan for strategic initiatives should include ongoing opportunities for feedback. This enhances understanding and improvement of the strategy. INCORRECT The timeline of the strategic objectives is communicated broadly.

A manager has been assigned to lead a team of employees in organizing corporate-wide participation for a community event next month. The manager knows that in order to meet the goals of the effort, she must make sure that the tasks and expectations are clear and that she provides plenty of direction. What leadership theory is the manager following? Answers Blake-Mouton's managerial theory Fiedler's contingency theory Transformational leadership theory Trait theory

: Fiedler's contingency theory Item ls5-15-138 Rationale Situational leadership emphasizes that a leader should change his or her approach based on employees' relationship and task needs. Leaders will have a natural style, but effective leaders should adapt themselves in order to make the team more successful. Fiedler's contingency theory asks "How can the situation be changed to improve the effectiveness of both leader and employees?" The goal is termed "situational favorableness." Three factors determine the favorableness of a leadership situation: leader-member relations, task structure, and position power. INCORRECT Blake-Mouton's managerial theory

Engagement drivers differ from country to country, making it important to understand cultural differences that may influence survey results. In a multinational organization, in which type of culture may employee surveys be less acceptable? Answers Egalitarian Hierarchical Collectivist Individualist

: Hierarchical Item ls2-2-15 Rationale In some hierarchical cultures, such as Asian cultures, employees may not be familiar with the concept of management broadly soliciting opinions from their employees. Therefore, Asian employers and employees may be uncomfortable with the idea of an employee survey. INCORRECT Individualist Collectivist - group priority over individual Egalitarian - equal rights

HR issues a great deal of communications during the year. A new HR manager wants to assess whether these messages have been effective. What metric would be useful? Answers High levels of engagement throughout the organization Calls into HR's help desk seeking further information or offering feedback Number of hours allocated to creating messages for employees Number and volume of messages delivered to employees

: High levels of engagement throughout the organization Item mg-600-23 Rationale Employee engagement is a good surrogate metric for the effectiveness of communications, since employee satisfaction with communication is a significant ingredient in engagement. Calls into HR could indicate ineffective or effective communication. The time allocated to communication and the output of that time may indicate efficiency but are not good metrics for effectiveness.

The HR generalist at a regional bank informs managers when fully qualified candidates apply for jobs. Although there may not be any current openings, HR and position-specific managers will screen candidates and determine next steps. How can HR reliably predict when an opening is likely to occur? Answers Progressive performance actions Historical data of movement Monthly turnover reports Organizational goals and objectives

: Historical data of movement Item lsna-19-359 Rationale Flow analysis can be accomplished in three ways, one of which is to estimate the movement based on historical data, looking at flows in, up, down, across, and out of the organization. INCORRECT Monthly turnover reports

A manager has lost several staff members to a competitor in the last quarter but continues to meet her team targets. Which type of report can HR share to ease this manager's dismay over losing staff? Answers Success ratio Turnover cost/rate Key talent retention Human capital value added

: Human capital value added Item lsna-19-332 Rationale Human capital value added /shows the productivity of retained employees,/ due perhaps to HR processes such as training for employees and supervisors and compensation strategies. This metric will increase since revenue will be divided by a smaller number of employees. INCORRECT Turnover cost/rate

An organization needs to prioritize spending for its risk management initiatives. Which is the first step the HR leader should take? Answers Directing every function in the organization to complete risk assessment forms Comparing the costs of mitigating risks with the costs of transferring risks Establishing senior management's risk tolerance level compared to their risk appetite Identifying processes and individuals critical to the organization's delivery of value

: Identifying processes and individuals critical to the organization's delivery of value Item ls4-12-2 Rationale While all of the stated choices may help develop an appropriate risk management plan, a good first step is to identify critical processes and individuals essential to the organization's continued functioning. This will help the organization focus its resources in the most effective manner. INCORRECT Establishing senior management's risk tolerance level compared to their risk appetite [[risk tolerance (below) same as risk appetite (high-level)]]

What purpose does paraphrasing serve in the communication model? Answers It provides context to help the receiver understand the message. It serves as a feedback loop. It indicates that the listener is paying attention. It indicates the receiver's response to the message.

: It serves as a feedback loop. Item ni-200-53 Rationale Paraphrasing describes what the receiver has understood in a communication and in this way serves as a feedback loop to the communicator. The communicator can confirm that the message is understood or can try again if it has not been understood correctly. A paraphrase does not necessarily indicate that a listener has been paying attention; it could indicate lack of attention. It is not a response but a repetition of the message. It is not an amplification of the message (context, for example), but an incorrect paraphrase could lead the speaker to amplify the message in some way.

Refer to the following scenario for the next 4 questions. A large metropolitan hospital acquires a small community hospital, resulting in a total employee population of 1,000. As a result of the acquisition, the accounts receivable department from the small hospital, which has only five employees, is handling all outstanding patient accounts. During a management workforce planning session, the HR director questions the accounts receivable manager about staffing requests for the following year. The manager informs the HR director that the department is adequately staffed and will not need more employees. Later the HR director learns that the manager has confessed to other managers that he hopes to be promoted to vice president by saving the hospital money from not hiring additional personnel. Two accounts receivable employees terminate their hospital employment abruptly. When cleaning out the desks of these employees, the accounts receivable manager finds over 100 accounts that have not been processed; monies are still outstanding on these overdue accounts. The manager distributes these overdue invoices to the other three remaining department employees and tells them not to mention this to the controller. These employees come to the HR director in confidence to complain about the additional work, and they confide that they were instructed not to tell the controller about the incomplete work. Which information should the director of HR present to the controller and the accounts receivable manager during the next discussion of workforce planning? Answers A. The HR director should present critical information about the exit interviews of accounts receivable staff and benchmark data on the staffing plans of large hospitals. B. The HR director should have the remaining accounts receivable employees join the meeting and share their complaints directly with the controller and the accounts receivable manager. C. The HR director should present the concerns voiced by the departing employees and the fact that there was incomplete work hidden in their desks. D. The HR director should present information on the need to hire more staff to meet demand without revealing the work that was hidden in the departing employees' desks.

: Item ls1-7-1ac Rationale A is the best response. The HR director must gather industry data to support the recommendation of why the department needs more staff members. B is incorrect. This could make both the controller and the manager defensive and have a negative impact on the working relationship of the entire team. C is incorrect. The employees came to the HR director in confidence. This is valid information, but it must be shared in a way that comes from the HR director, not the employees. *D is incorrect. Telling another manager to do something is authoritative instead of collaborative and could damage the relationship. It is better to present facts.*

Refer to the following scenario for the next 3 questions. The CEO of a manufacturing company decides that the organization needs to be restructured immediately in order to support current business needs. Productivity has been declining due to low employee satisfaction and engagement, particularly on the second shift where there are mostly new employees with only one manager. The CEO decides to implement a team-based work structure, believing that work decisions need to be made by the employees doing the work. The managers are to act as coaches for production teams and the employees are to act as team members, with each team electing a team leader. An HR consultant is brought in to help implement the new structure and provide training on team dynamics and collaboration in the workplace. The structure has been implemented, and the organization is struggling with operating in the new model. Decisions that were once made quickly are now delayed due to confusion of roles and a lack of ownership among team members and coaches. Morale is low, tensions are high, and turnover is rising. Conflicts arise constantly between first and second shift teams because of incomplete work, and shipments are slipping. What recommendation should the HR manager make to the CEO to address these issues? Answers A. Wait for a period of time to give the teams an opportunity to address the issues and improve conditions. B. Revert to the previous structure and investigate to determine which employees are not doing their share of the work. C. Recommend that more coaches be placed on the second shift production floor to provide guidance and direction to the newer teams' members. D. Recommend that the company not use the team concept on the second shift, but keep the structure in place for the first shift teams.

: Item ls1-7-3ac Rationale C is the best answer. The employees on the second shift need direction. The team members are new to their roles and need supportive orientation and leader guidance to be successful, and there is less administrative support on the second shift. Additional coaches will help to provide attention and development. *A is incorrect. Waiting to take action could risk further decline in productivity and could impact the bottom line of the company.* B is incorrect. The previous structure did not meet the company's business needs; thus need for the change in the first place. D is incorrect. The employees on the second shift should be treated fairly and allowed to weigh in on decisions similar to first shift.

Which is the best justification for offshoring production to another country to remain competitive? Answers Quality control levels will remain the same. Proximity to new markets will lower costs. Wage increase concerns are eliminated. Labor relations concerns are diminished.

: Item lsna-19-362 Rationale The main reason offshoring is considered is that it will lower costs. INCORRECT Wage increase concerns are eliminated.

Refer to the following scenario for the next 3 questions. A company is consistently having trouble hiring designers in its creative department, a critical team within marketing that produces all the graphic and visual art deliverables for clients. After several weeks, the recruiting team finds a strong candidate. The candidate requests working first as an independent contractor and then transitioning to permanent employment. After two weeks, things are going well, and the creative department manager is working with the HR manager to extend an employment offer. Company policy requires all new hire candidates to successfully pass a drug screen as a condition of employment, but the candidate tests positive for marijuana. The HR manager questions the candidate, who states that the drug was used only in a state where recreational use is legal. The creative manager requests that the HR manager make an exception to the company policy and allow the hiring process to continue. How should the HR manager address the request? Answers A. Explain to the creative manager that this is a long-standing employment requirement. B. Confidentially inquire if the candidate has a medical condition that covers the drug for medicinal purposes. C. Offer to retest the candidate at the same screening agency. D. State that the candidate can continue working as an independent contractor.

: Item lsna-19-602a Rationale A is correct. /While the candidate otherwise may be the best choice for employment, deviation from the established policy for one candidate potentially creates significant risk for the organization./ B is incorrect, as a drug screen would have been reviewed by a medical review officer (MRO) to determine the legitimate use of the substance. *C is incorrect, as a positive result is reviewed to determine accuracy before sharing this with the organization.* D is incorrect, as this may no longer be an option.

What should the HR consultant recommend to the leadership team to most effectively address employee concerns that they are prioritizing new business over existing business? A. Conduct monthly feedback meetings between the leadership team and employees to discuss concerns. B. Provide employees with examples of what the leadership team has done recently to support existing clients. C. Set leadership performance goals to improve both the client retention rate and employee perceptions of support. D. Explain to employees the reasons why the leadership team places more importance on new business.

: Item lsna-19-801c Rationale A is the correct answer. /Creating an opportunity to have face-to-face interactions between employees and leaders demonstrates a commitment to greater transparency in communication, leading to greater trust between the two groups. Enhancing communication is also a significant driver of employee engagement in an organization./ B is incorrect, because it does not help clarify positional expectations. *C is incorrect. This may help address the issue, but it is not immediately visible to the employees and the organization may see continued frustration as leadership works to set goals and take action toward those goals.* D is incorrect. It does not help the employees as they work to retain current clients and does not clarify positional expectations.

Scenario A mid-sized dentistry practice has five different offices across a small region. A senior dentist working in one of the offices reports to the HR manager that the receptionist in that office has been found sleeping at the front desk by customers several times in the last month. The senior dentist wants to terminate the receptionist's employment right away, mentioning that tardiness has been a big problem for the receptionist as well. The receptionist consistently has excellent performance ratings, and this is the first the HR manager has heard of any issues. A junior dentist also approaches the HR manager, with suspicions that the senior dentist and the receptionist were having an affair and the receptionist decided to end it. When asked about sleeping at work, the receptionist tells the HR manager that several personal issues are preventing the receptionist from sleeping properly. The receptionist claims to have fallen asleep at work only once, while the senior dentist claims it was several times. How should the HR manager figure out the actual number of times to include in the receptionist's HR record? Answers A. Survey the rest of the staff regarding the number of times the receptionist fell asleep. B. Ask the senior dentist to provide evidence of each time the receptionist fell asleep. C. Ask the senior dentist for the contact information of the customers who found the receptionist asleep. D. Accept the receptionist's story as the truth and document that in the employee file.

: Item lsna-19-904b Rationale D is the best answer. /The point here is to document the problematic performance, which the receptionist has admitted to. If the performance is repeated and verified again, that could constitute a recurrence of the unacceptable behavior./ Answers A, B, and C are incorrect because reaching out to other staff or to customers doesn't benefit this situation or the organization. Until more information is uncovered about the relationship between the senior dentist and the receptionist, the senior dentist's "evidence" is questionable. INCORRECT C. Ask the senior dentist for the contact information of the customers who found the receptionist asleep.

Which organizational initiative should HR recommend to resolve glass ceiling issues for women? Answers Team-building and communication enhancement training Flextime schedules and increased parenting leave Leadership development and mentoring programs Diversity awareness and conflict resolution training

: Leadership development and mentoring programs Item ls4-11-42 Rationale *Organization-wide diversity training can help make the organization more open to women's upward mobility,* and flextime policies can help some women do their best at work. However, the /most direct way to help women move up the organizational ladder is through mentoring with upper-level executives and programs to hone their leadership skills./

Which best describes how management differs from leadership? Answers Management establishes the vision, while leadership establishes detailed steps and timetables. Management aligns people to the vision, while leadership establishes a structure. Management maintains order, while leadership produces and manages change. Management energizes people, while leadership organizes people to solve problems.

: Management maintains order, while leadership produces and manages change. Item lsre-5-15-146 Rationale Managers administer and create orderly results that maintain the status quo and keep things working efficiently, while leaders create useful change through innovation and inspiration. Managers tend to ask how and when; leaders often ask what and why. CORRECT Management maintains order, while leadership produces and manages change.

An elder care service organization is challenged with retention of staff. Recently the service director left the organization with little notice. HR wants to prepare for future unplanned vacancies to avoid any disruption in client services. What is the best way for HR to mitigate this risk? Answers HR can offer developmental programs. Managers can cross-train a subordinate. Leaders can authorize more compensation. Employees can be required to give two weeks' notice.

: Managers can cross-train a subordinate. Item lsna-19-356 Rationale /Replacement planning/ concentrates on immediate needs and a "snapshot" assessment of the availability of qualified backups for individuals in key positions. It is an important element in business continuity planning in the event of an emergency or business interruption. When identifying potential replacements for their position, managers use their best judgment based on observation and experience. INCORRECT HR can offer developmental programs.

A company has developed a new performance evaluation tool that it plans to roll out within the next couple of months. Which stakeholder group should HR recommend to explain the detailed change to the employees? Answers Managers, since they will be implementing and sustaining the changes Organization's senior leaders, since this is a company-wide change HR function, since they were instrumental in developing the new tool Consulting firm, since there will most likely be resistance to this change

: Managers, since they will be implementing and sustaining the changes Item ls3-6-53 Rationale The company's culture would dictate the best messenger, but studies have found that employees tend to trust information from their managers.

A Taiwanese manufacturer of electronic components for major global brands has production locations in several countries, including Vietnam, Turkey, Mexico, and the United States. What offshoring trend does this exemplify? Answers Demise of offshoring by firms based in developed countries First use of offshoring by by multinational companies Shift in offshoring from low-tech products such as textiles to high-tech products such as electronics Multidirectional shift in the flow of offshoring jobs to and from developed and emerging economies

: Multidirectional shift in the flow of offshoring jobs to and from developed and emerging economies Item ls4-10-25 Rationale The motivations for offshoring, and, consequently, where it is taking place and which firms are adopting it as a global strategy, are changing as a result of new globalization forces, principally the shift from developed to emerging economies. The flow of offshoring jobs is now going in both directions or, rather, in many directions at once. INCORRECT First use of offshoring by by multinational companies

An expatriate has transferred to another country for a temporary assignment. She assumes that her colleagues in the new location will value timeliness just as her colleagues in the home country do. Therefore, she interprets the slow response to e-mails and requests in the host country as unprofessional. She becomes frustrated with her colleagues, inhibiting collaboration and the development of relationships among her new team. This example indicates a lack of understanding and exploration of what type of culture? Answers Subculture Professional culture Organizational culture National culture

: National culture Item ls4-10-30 Rationale Differences in assumptions, outlooks, and rules can challenge communication and comprehension. This challenge is remedied by remaining aware of and curious about the varied rules (written and unwritten) that each nation's business culture has, combined with respecting and adapting to those rules while working in the environment. INCORRECT Professional culture

A new division manager wants to terminate a new employee for borrowing work equipment for personal use, an act specifically prohibited in the employee handbook. This has happened before, but, in that case, the employee was not terminated. Which action should HR recommend the manager take? Answers Changing the policy, as it is within the manager's control Telling the employee to not use tools for personal use Not proceeding with the termination because it may not be defensible Proceeding with the termination due to the violation of policy

: Not proceeding with the termination because it may not be defensible Item ls3-8-53 Rationale The organization has established a history of not enforcing this rule. Enforcing it this time will be problematic legally, even if the prohibition does appear in the handbook and the action does pose a risk. INCORRECT Proceeding with the termination due to the violation of policy

What is a valuable insight that can be gained from studying the sender-receiver communication model (the basic communication model)? Answers If the receiver objects to the sender's message, the sender needs to explain it again in a new way. Communication breakdowns almost always occur on the receiver's end. People's perspectives have a strong impact on how messages are understood. Natural communication flow requires thinking of how to respond as the other person is speaking.

: People's perspectives have a strong impact on how messages are understood. Item mg-600-26 Rationale The model is commonly used to highlight people's perspectives and the things that can get in the way of understanding.

How can HR support an organization's technological challenges during an acquisition? Answers Thoroughly train staff in the acquired company on the purchaser's technology-related policies. Do a comparative analysis of the two organization's positions and titles. Create a strategy to align compensation structures across the purchasing and purchased companies. Perform due diligence on HR information systems used in the acquired company.

: Perform due diligence on HR information systems used in the acquired company. Item lsna-19-338 Rationale During mergers and acquisitions, organizations will consider structural, technological, financial, and legal issues. One common technological issue is that different HRIS in the two organizations will prevent sharing and analysis of data and create conflicts in processes and reporting. HR should first determine whether the purchasing company's technology policy should be changed or whether the two companies' policies should be integrated and employees in both companies retrained. Aligning compensation is a financial challenge, not a technical one, and aligning positions and titles is a structural issue. INCORRECT Thoroughly train staff in the acquired company on the purchaser's technology-related policies.

Scenario A professional services organization is experiencing problems including low employee morale, a decrease in client retention, and silos in internal communication. This has resulted in frustrated employees, disappointed clients, and missed deadlines. Leadership is struggling to identify the cause of these issues and has hired an outside HR consultant to evaluate the organization and provide recommendations. After meeting with several employees, the HR consultant determines that employees do not have clear expectations of their positions and that processes are inefficient. During the feedback process with the leadership team, the HR consultant also shares that employees perceive leadership to be focused on new business instead of providing the necessary support and resources to service existing clients. Which approach should the HR consultant recommend to leadership to best improve the efficiency of organizational processes? Answers A. Ask previous clients why they chose not to remain with the organization. B. Select employees to participate in focus groups to provide suggestions. C. Host regular meetings with department managers and have them share information. D. Hire an employee to serve as a liaison between the different departments.

: Post-Test Audit Question 121 of 160 Item lsna-19-801b Rationale B is correct. /Employee involvement approaches such as focus groups are good starting points to encourage individuals to identify issues with work flow and processes. As employees have firsthand knowledge of what activities work well, along with those that create unnecessary actions, feedback from them is an ideal way to begin creating efficiencies./ A is incorrect, as this would most likely not provide insight into the entire process. *C is incorrect, as sharing information versus looking at root causes does not improve efficiency.* D is incorrect, as this is not an efficient approach nor does it open the lines of communication among departments.

What technique will help you become a more active listener? Answers Ask follow-up questions as you think of them, especially if the speaker seems to be changing subjects in mid-speech. Engage in the conversation and avoid paraphrasing what you just heard. Maintain hard eye contact, which is not looking away any more than you can help. Prepare for the possibility of thinking differently about a situation after a conversation you are about to have.

: Prepare for the possibility of thinking differently about a situation after a conversation you are about to have. Keeping an open mind as an active listening technique involves accepting the fact that this conversation could change your position on an issue, your feelings about the speaker, or your understanding of the subject. One should not interrupt as it could be rude, one should summarize and paraphrase to signal understanding, and one should maintain soft eye contact.

A stock brokerage firm incents in-house brokers with trips if they generate more than $500,000 worth of sales in a particular fund that the firm currently owns 20% in. Management asks HR to comment on the program. What should HR recommend? Answers Require that this illegal practice stop to avoid potential risks of noncompliance. Suggest lowering the dollar amount to mitigate risks of unethical behavior or revenue loss. Recommend that this unethical practice stop and discuss alternative incentive plans. Allow this practice to continue without comment as long as it has a positive effect on revenue.

: Recommend that this unethical practice stop and discuss alternative incentive plans. Item ls4-13-47 Rationale The rewards create a conflict of interest and may encourage questionable business decisions. It is the role and duty of HR to support and model ethical behavior, in this case by presenting its assessment of the ethical issue to management.The organization's action in this case may not be illegal, but it is unethical. Customers who bought into this fund would most likely question who was receiving the primary benefit from the transaction if the details of the incentives were made known. Lowering the amount does not address the ethical and policy issues. INCORRECT Suggest lowering the dollar amount to mitigate risks of unethical behavior or revenue loss.

What legal principle is followed by national policies requiring affirmative action to prevent discrimination? Answers Positive action Equal opportunity Reservation Workforce nationalization

: Reservation Item ls4-11-8 Rationale The principle of reservation, where laws mandate a percentage quota or other special considerations for specified minority groups or ethnic communities, is often based on the concept that historic national discrimination against a given minority requires counterbalancing favorable affirmative action. INCORRECT Equal opportunity

Which of the following employment practices would an HR director recommend to increase employees' behavioral engagement levels? Answers Implement delegation training for managers. Implement an employee recognition program to reinforce faster completion of tasks. Select applicants with an interest in solving problems and ensure challenging work. Have final candidates complete an assessment measuring self-initiative.

: Select applicants with an interest in solving problems and ensure challenging work. Item lsna-19-303 Rationale Behavioral engagement occurs when both trait engagement (possessing traits like initiative, curiosity, and risk taking) and state engagement (for example, increasing autonomy and control over work) exist and are manifested in how employees approach their jobs. INCORRECT Implement delegation training for managers.

What communications medium has a high risk of becoming a source of noise for some function team members because many communications seem urgent even when they are not important? Answers E-mails Worksheets Short messaging Videoconferencing

: Short messaging Item mg-600-25 Rationale Messaging or texting can be distracting if it is used too much. This can create noise in the form of the important messages being overlooked.

A European employee travels to transfer company technology for a manufacturing process. The employee remains on home-country compensation and benefit plans while on assignment. Incentives include one trip home every 12 weeks to visit family that remained at home. What type of global assignee is this individual? Answers Globalist Just-in-time expatriate Short-term assignee International assignee

: Short-term assignee Item ls16-1-6 Rationale Short-term assignees go on assignment for less than a year but more than a few weeks, often without moving the family. *International assignees are traditional expatriates on full relocation assignments lasting from one to three years*. Globalists spend their entire careers in international assignments, moving from one locale to another. Just-in-time expatriates are ad hoc or contract workers hired for a single assignment.

Which is the best reason to use social media channels for corporate communication? Answers Social media confer more credibility to the corporate message. Social media channels provide more control over the corporate image. Social media are accepted and used universally by all employees. Social media channels provide instantaneous feedback to leaders about employee responses.

: Social media channels provide instantaneous feedback to leaders about employee responses. Item ls3-9-42 Rationale Although social media make communication more complex and challenging, they also make it easier to assess reaction to the communication.

What action would best support a group creativity session? Answers Start thinking of responses only after listening to what each person has to say. Make a list of rebuttals for concerns that will likely be raised. Think of possible responses to facilitate smooth transitions as others speak. Generate a conscious idea of what the various contributors will likely say.

: Start thinking of responses only after listening to what each person has to say. Item mg-600-3 Rationale Active listening requires turning away from oneself—one's preconceptions about the speaker, concerns about what's being said, one's own needs, possible responses—and focusing instead on the speaker.

Which is the difference between a strategic alliance and a joint venture? Answers Strategic alliances create new economic entities; joint ventures create new individual entities. Strategic alliances take longer to create; joint ventures generally happen quickly. Strategic alliances do not involve equity; joint ventures require that both partners contribute equity. Strategic alliances are informal agreements; joint ventures are contractual agreements.

: Strategic alliances do not involve equity; joint ventures require that both partners contribute equity. Item ls5-15-107 Rationale A strategic alliance is a formal agreement between two or more companies to collaborate and contribute resources but not equity. Strategic alliances create synergy based on the partners' strengths and technical capabilities. A joint venture is an agreement between two or more parties to create a new economic entity. Both partners contribute equity and share in revenues, expenses, and control. INCORRECT Strategic alliances create new economic entities; joint ventures create new individual entities.

An employee who has been in the department for only a month asks his supervisor for feedback. The supervisor lists three ways in which the employee's performance is inadequate. How is the employee likely to react? Answers The employee's performance will deteriorate further because of excessive negative feedback. The employee will be discouraged and ask someone else for an assessment of his performance. The employee will work harder to correct his performance because of the specific feedback. The employee will disregard the criticism because it was not delivered in a timely manner.

: The employee will be discouraged and ask someone else for an assessment of his performance. Item njpp-200-1 Rationale The critical information here is that the employee is fairly new and probably does not feel that he has a valued place in the organization yet. In these cases, the employee is likely to disregard the negative feedback and try to find some other source of positive feedback.

How does the Global Integration-Local Responsiveness (GI-LR) matrix aid HR in developing policies and determining staffing needs? Answers It provides a deeper understanding of the contrast between headquarters and local cultures. It defines an employer brand that HR can use for global recruitment and deployment. It indicates whether stronger links between headquarters and locations must be developed. The globalization strategy reflected in the matrix helps define HR's role at headquarters and subsidiaries.

: The globalization strategy reflected in the matrix helps define HR's role at headquarters and subsidiaries. Item lsna-19-241 Rationale The GI-LR matrix shows an organization's strategic choices in terms of a desire to integrate its global operations and to allow local operations to develop their own strategies. This defines HR's role: whether it will direct, advise, or monitor HR policy at the local level. INCORRECT It indicates whether stronger links between headquarters and locations must be developed.

A manager instructs a staff member how to perform the task. The staff member nods to indicate agreement. The task is performed incorrectly. How could active listening have helped prevent this? Answers The manager should have used more nonverbals to engage the staff member's attention. The manager should have positioned the task as being important to the HR function. The manager could have followed up with an e-mail or other written version of the instruction. The manager could have made this a real conversation by asking the staff member an open question.

: The manager could have made this a real conversation by asking the staff member an open question. Item ni-200-54 Rationale By asking questions to draw the staff member into the discussion, the manager would change the communication from one-way to two-way. This would create an opportunity for the manager to assess whether the staff member understands and feels confident in performing the task.

What is the ultimate function of executive management? Answers To serve as the primary interface with the organization's stakeholders, from investors and regulators to customers and communities To lead the organization through a shared vision and the values they model in all interactions To be responsible for all core business functions and their effect on the organization's performance To implement strategy through planning and directing initiatives at all levels in each function

: To be responsible for all core business functions and their effect on the organization's performance Item lsna-19-313 Rationale Executive management is primarily responsible for using the organization's resources to improve its value. This means creating strategies that align with external and internal environments and working with each business function to maximize a return on resources allocated to that function. Core business functions create and implement their own strategies in alignment with the organization's strategy. Executive management may be the primary interface with investors, but the administrative functions, such as public relations and government relations, interface with those groups. Leading a vision is critical to achieving a strategy and is in that sense a secondary responsibility of executive management. INCORRECT To lead the organization through a shared vision and the values they model in all interactions

An HR business partner is conducting a focus group to examine possible causes for recent low engagement survey scores. What is the business partner's role in this meeting? Answers To convey management's concern about the scores and commitment to action To present HR's theories about the possible causes To identify candidates for individual interviews To encourage full discussion and participation

: To encourage full discussion and participation Item ni-200-60 Rationale The business partner is a facilitator in the meeting, and the facilitator's role is to encourage an active and open discussion, asking follow-up questions and ensuring participation by all focus group participants.

Top management recently agreed on major organizational changes. HR has been tasked with developing a plan for communicating the changes to the employees. Which is the most effective way to communicate the changes? Answers Use multiple channels of communication so the changes are shared in many ways. Make one company-wide presentation so the changes are communicated consistently. Charge department heads with communicating the changes to demonstrate their support. Capitalize on social trends by using social media so everyone is aware of the changes.

: Use multiple channels of communication so the changes are shared in many ways. Item ls1-1-4 Rationale Change-related information should be communicated to employees through multiple channels and from multiple sources. In impactful communication, information is communicated in multiple frameworks so the message is better understood and received by a varied audience.

A new HR manager is eager to win support for her idea for a new employee benefit. Which type of colleague would be a good ally in this situation? Answers HR manager known for a number of successful initiatives and marked for promotion Head of HR, who is also new and wants to make a strong impression on senior leadership INCORRECT HR staff member who is expert in the organization's benefits program CORRECT Veteran HR manager familiar with how decisions are made and with connections in other areas

: Veteran HR manager familiar with how decisions are made and with connections in other areas Item ni-200-15 Rationale The best ally in this situation is the veteran manager who can educate the new professional on organizational politics, preferences, and decision-making styles. The head of HR and the up-and-coming HR manager may be unreliable allies because of their own goals. The expert may be invested in the status quo of the benefits program. INCORRECT HR staff member who is expert in the organization's benefits program

ScenarioA nonprofit organization has had a history of employees who have enjoyed a long tenure with the company. However, turnover in recent years has been high among new hires. A downturn in the economy has resulted in reduced funding. Recently other nonprofits have entered the field and are vying for the same financial resources, resulting in employees working longer hours in a fierce competition to earn grants. Key areas in the most recent employee engagement survey dropped significantly, citing the long hours and pay inequities. In contrast, however, employees were quite pleased with the benefits that are offered, the positive work environment, and recognition for their corporate social responsibility (CSR) work. How should the HR director manage the threat of key employees being recruited by the competition? Answers A. Recommend that the CEO meet with mission-critical employees individually to reiterate their value and commitment to organizational and individual success. B. Recommend that the organization offer pay increases through performance bonuses to all key/mission-critical employees. C. Ask the CEO to wait to see if anyone else leaves. It is too soon to be concerned, since only a few employees have left. D. Recommend that the CEO send out an e-mail communication to all employees thanking them for their dedication and hard work.

: A. Recommend that the CEO meet with mission-critical employees individually to reiterate their value and commitment to organizational and individual success. Item ls1-2-2f Rationale A is the best response, as a personal touch is more meaningful, especially from a CEO. The CEO is trying to strengthen the employee relationship so that employees might think twice before they decide to leave. *B is incorrect, as pay increases do not encourage long-term engagement. They are a short-term solution and do not usually encourage employees to stay.* C is incorrect, as an engagement strategy should be developed well before issues arise. Waiting could create a negative situation and may not prevent more key/mission-critical employees from leaving. D is incorrect. Sending out a broad communication to employees does not give special attention to the key/mission-critical employees.

QUESTION 2/4 Which action should the HR manager take first to ensure that field supervisors are prepared to handle emergency situations in the field? Answers A. Review company emergency protocols and conduct a needs assessment to identify gaps. B. Survey the field supervisors to determine their desire for training. C. Recognize that emergency situations are unpredictable; therefore, training should focus on previous situations. D. Identify emergency training programs and offer non-mandatory training.

ANSWER 2/4 A. Review company emergency protocols and conduct a needs assessment to identify gaps. Item ls1-3-4b Rationale A is the best answer. Conducting a training needs assessment is a comprehensive approach to identifying training gaps that need to be addressed to improve organizational and individual performance. B is incorrect. Surveying employees to get feedback on the type of training is one part of a needs assessment but doesn't necessary align the training needs to the organizational strategy. C is incorrect. Past emergency experiences provide great learning opportunities and should be included, but there should be several other components in an effective, comprehensive training program. D is incorrect. If training isn't mandatory, there is no assurance that employees will participate in it, thus putting the company and employees at risk of not being prepared for emergency situations.

QUESTION 2/4 What can management do to improve the communication between the project manager and the project manager's employees so that this type of event does not recur? Answers A. Since the manager feels bad about what has happened, the company should take the "lessons learned" approach. No other action is necessary. B. The manager's supervisor should meet with the project manager for coaching on the responsibilities of day-to-day supervision and communication with employees and the customer. C. Management should tell the project manager to work more closely with the customer. D. The project manager should be written up.

ANSWER 2/4 B. The manager's supervisor should meet with the project manager for coaching on the responsibilities of day-to-day supervision and communication with employees and the customer. Item ls1-8-8c Rationale B is the best response. The customer was dissatisfied with the employee's performance to the extent that there was a significant conflict. Neither the project manager nor management was aware of this conflict. Had the project manager been more involved with both the employee and the customer, the situation would not have progressed without the company being aware of the customer's dissatisfaction. A is incorrect. Post-event lessons learned are worthwhile, but this answer does not call for specific follow-up by senior management. C is incorrect. A closer working relationship with the customer may be needed. However, this answer does not address the working relationship and communication with the employees. D is incorrect. This answer does not include what corrective steps the manager needs to take.

QUESTION 2/4 What approach can the HR manager take to address the request for a meeting with the leadership team? Answers A. Acknowledge the request from the spouse, telling them to have the employee contact HR with details. B. Meet with the employee, the spouse, and the supervisor to discuss the concern and to collaborate on next steps. C. Clearly explain to the employee why a meeting with the spouse will not be necessary to resolve the concern submitted. D. Inform the employee that a meeting will be scheduled once the comments are removed from the social media site.

ANSWER 2/4 C. Clearly explain to the employee why a meeting with the spouse will not be necessary to resolve the concern submitted. Item ls1-8-7cc Rationale C is the best response. This is a private internal matter, and the firm is not obligated to grant a meeting to an external party, even if it is the spouse of an employee. This should be carefully positioned with the employee to ensure that it is well received and does not result in further conflict. A is incorrect. Although a meeting with the spouse should not occur, HR should acknowledge the request when speaking to the employee but explain why a meeting with the spouse isn't necessary. B is incorrect, because it includes the involvement of an external party, the spouse. This is an internal matter that should be resolved within the company's team of leads and human resources. D is incorrect, because it sets up an ultimatum for the spouse. This could potentially antagonize the spouse more. There is also no need to involve an external party in the resolution of the concern.

QUESTION 3/3 The HR manager wants to demonstrate genuine interest in learning about the principal's approach to recognizing his employees. What should the HR manager do to most effectively demonstrate this? Answers A. Listen actively to the principal as he describes his approach and rationale in person. B. Ask the principal to outline his approach in an e-mail to capture all relevant details. C. Use behavior-based interview techniques to accurately capture the principal's practice of recognizing employees. D. Invite the school's director to facilitate a conversation with the principal to ensure that he participates.

ANSWER 3/3 A. Listen actively to the principal as he describes his approach and rationale in person. Item lsna-19-205e Rationale A is correct. Engaging with the principal and actively listening for deeper understanding of his thought process will allow the HR manager to develop a relationship with the principal and determine if there is a way that she can support the principal's desire for recognition without violating company policy. B is incorrect, as an e-mail will not typically get to a deeper understanding of the principal's desire to recognize employees, nor does it take an effective step to develop the relationship between the HR manager and the principal. C is incorrect. Behavior-based interview techniques are not the best choice to use in this situation. D is incorrect, as escalating this to the school director would be premature until the HR manager better understands the principal's desire for recognition.

QUESTION 3/3 Which action should the HR manager take to ensure the success of an initiative to improve employee engagement and retention? Answers A. Assign HR employees to the initiative who have the availability and interest to support it. B. Ask the CEO to provide feedback on the action plan for the initiative. C. Create employee-led committees to develop ideas and provide support for the initiative. D. Ask all managers which aspects of the initiative they are willing to participate in.

ANSWER 3/3 C. Create employee-led committees to develop ideas and provide support for the initiative. Item lsna-19-404c Rationale The best answer is C. By creating and supporting employee-led committees to develop retention ideas, the HR manager is demonstrating the Leadership and Navigation competency. When employees are involved in the process, they will be more likely to support it, which will drive success. A and D are not the best answers, as the initiatives are not given priority and supported. B is not the best answer, because the CEO is asked to provide the feedback. None of these answers reflects the HR manager demonstrating any competencies.

QUESTION 3/4 What practices could the HR manager implement to protect the organization's reputation at this point in time? Answers A. Speak with the spouse directly, sharing the process that will be taken to ensure safe working conditions for all employees. B. Suspend the employee until the spouse's comments are removed, and, if they are not, terminate employment. C. Begin the investigation of the safety concern, monitor future postings, and make no further requests to remove the comments. D. Accept the spouse's request for a meeting to discuss the concerns and to ensure that it is clear that the firm is in compliance.

ANSWER 3/4 C. Begin the investigation of the safety concern, monitor future postings, and make no further requests to remove the comments. Item ls1-8-7dc Rationale C is the best response, as the safety concern is most important. The initial request to remove the post was unsuccessful, and it exacerbated the issue with the spouse. Therefore, it is best to work to get to a resolution of the concern as quickly as possible. Once the situation is resolved, a request for removal may be better received or may be unnecessary. A is incorrect, because it pulls an external party, the spouse, into the internal process. Communication should be focused on the employee who has submitted the concern, not an external party. B is incorrect. There could be legal implications associated with taking this action. D is incorrect, because this is a private internal investigation. Including the spouse is not necessary, and it may be an added level of complexity, as the spouse is posting information as it is received. Providing information to the spouse directly will not address the concern at hand, and it shifts the focus away from the actual concern to damage control for the company.

QUESTION 3/4 What steps can HR implement to ensure that this type of event does not recur with the company's current employees? Answers A. Implement a "buddy system" so employees always have a fellow employee to seek advice from. B. Review the onboarding agenda to make sure that employees are aware of workplace policies that are related to customer interface and that they are clearly understood. C. Meet with the entire project manager group to review policies, their job descriptions, and how to handle issues faced in day-to-day supervision. D. Send a company-wide e-mail with the policies attached.

ANSWER 3/4 C. Meet with the entire project manager group to review policies, their job descriptions, and how to handle issues faced in day-to-day supervision. Item ls1-8-8d Rationale C is the best response. This approach reviews the policies and job descriptions but also goes over some of the issues that project managers need to deal with on a day-to-day basis when supervising employees. Being aware of how to handle the problems before they happen will help the project managers be more effective. A is incorrect. Seeking policy advice should include management so the employee can have more confidence in the advice. B is incorrect. This is something that should be done; however, it does not have an impact on the company's current employees. D is incorrect. This action, while of some value, is passive. It also appears to make HR the policy police, which is a reduction of the value of HR.

QUESTION 3/4 Which action should HR take to ensure that supervisors act appropriately in emergency situations without fear of violating employee privacy? Answers A. Instruct supervisors to choose the best action; every situation is different, and supervisors should apply common sense to the situation. B. Require the supervisors to always call HR and to avoid any discussion with emergency personnel about the employee's medical condition. C. Use a collaborative approach with leaders to create and communicate a company-wide protocol that outlines steps to take in an emergency situation. D. Coach the supervisors to always call emergency personnel and to avoid any discussion with emergency personnel about the employee's medical condition.

ANSWER 3/4 C. Use a collaborative approach with leaders to create and communicate a company-wide protocol that outlines steps to take in an emergency situation. Item ls1-3-4c Rationale C is the best answer. Collaboration provides all stakeholders with the opportunity to provide input, resulting in better buy-in and understanding of the need for training. A is incorrect. Training needs to be provided so there is consistency and expectations are understood. B is incorrect. Failure to share key information with emergency personnel could be a matter of life and death. Moreover, although HR should be contacted, they are not in the best position to answer questions about the immediate situation. D is incorrect. Failure to share key information with emergency personnel could be a matter of life and death.

QUESTION 4/4 What is the best route for the HR manager to take to decrease the current level of anxiety for the employee and the spouse? Answers A. Set the employee's expectation as to what the immediate next steps will be and provide a preliminary idea of the timing of the process. B. Coordinate a better time to speak with the employee in person and in a private setting to eliminate the involvement of the spouse. C. Offer to include the spouse in the discussion to ensure that both are clear about what is being done to investigate the concern. D. Request to resume the conversation after the employee calms down, as they are too upset to effectively communicate.

ANSWER 4/4 A. Set the employee's expectation as to what the immediate next steps will be and provide a preliminary idea of the timing of the process. Item ls1-8-7ec Rationale A is the best response. The key is to be transparent and to keep the employee informed of actions that will be taken. Since this is a safety concern, the issue should be a priority for the HR manager, and a potential time line for the action steps should be given. This is important, as the employee's outreach to HR came after alleged past reports to the supervisor. B is incorrect. Putting the discussion off to another day when the emotions of the employee and the spouse may not be as high may add to the concern that the company is not acting quickly enough. This is a safety concern that the employee claims was previously submitted. Therefore, while the private discussion in person is ideal, it may not be the best option to address the concern immediately. C is incorrect, because this is a private internal investigation. Including the spouse is not necessary, and it may be an added level of complexity, as the spouse is posting information to social media as it is obtained through the employee's discussion with the HR manager. D is incorrect. This could be counterproductive and may further escalate the matter by increasing the employee's anxiety.

QUESTION4/4 How should the HR manager give feedback to the principal to help him more appropriately recognize employee contributions? Answers A. Give talking points to the school's director to deliver, since the principal doesn't see the HR manager as a credible coach. B. Maintain control of the conversation with the principal, ensuring that the message is delivered without misinterpretation. C. Send the principal weekly e-mails containing articles on how to appropriately motivate the school's staff. D. Issue the principal a documented verbal warning to stop his unwanted advances toward his executive assistant.

ANSWER 4/4 B. Maintain control of the conversation with the principal, ensuring that the message is delivered without misinterpretation. Item lsna-19-205f Rationale B is correct. Ongoing dialogue allows the relationship between the two to further develop and also allows the HR manager to influence the principal in a non-threatening way. A is incorrect, as there is no suggestion as to how the principal views the HR manager and involving the school director would be premature. C is incorrect, as sending e-mails to the principal is not a way to develop a trusted partnership. D is incorrect, as this would not be an appropriate step to take until it is determined whether this is an isolated incident or a deeper issue with the principal.

QUESTION 4/4 What steps should the company take with the customer to improve communication and ensure that all employees are aligned with how information should be communicated going forward? Answers A. The CEO of the company should contact the customer's CEO and blame his employee for the termination. B. The HR manager should conduct a problem-solving meeting with the project manager and the customer's counterpart to review the situation in total and develop a communications plan so conflicts are handled effectively. C. The HR manager and the project manager should meet with the customer to define what effective communication should be, and they then should share the new communication plan during an all-employee meeting. D. The company and the customer do not need to meet.

ANSWER 4/4 C. The HR manager and the project manager should meet with the customer to define what effective communication should be, and they then should share the new communication plan during an all-employee meeting. Item ls1-8-8e Rationale C is the best response, because it clarifies expectations on both sides, which will decrease the chances for future misunderstandings and conflict. The comprehensive communication plan explains the process to the affected employees. A is incorrect. Fixing blame on the customer is never an acceptable action. B is incorrect. It does not communicate the new plan to the employees. D is incorrect. In the interest of customer service, open communication is the best course of action

QUESTION 4/4 The leadership team wants to implement a policy that prohibits sending employees who have medical conditions out of town on business. How should HR handle this request? Answers A. Agree with the leadership team and create the policy that forbids employees with medical conditions from company travel. B. Ignore the leadership team's request because it is impractical and hope that they will forget about it C. Require all new hires to pass a physical exam and, if the exam isn't passed, don't allow them to travel. D. Schedule a meeting with the leadership team to address their request and offer other options that are focused on the best interests of the business.

ANSWER 4/4 D. Schedule a meeting with the leadership team to address their request and offer other options that are focused on the best interests of the business. Item ls1-3-4e Rationale D is the best answer. This provides an opportunity to hear all points of view and reach a conclusion that is legal and nondiscriminatory and meets the organization's needs. A is incorrect. It is a discriminatory policy and should not be created; this is a coachable opportunity for HR. B is incorrect. HR should take advantage of this opportunity to coach managers. C is incorrect. Legal requirements and reasonable accommodations need to be factored into any policy.