CH7 & 8 Smartbook

A major determinant of the effectiveness of a feedback session is the degree to which the subordinate is not surprised by the evaluation.

Feedback should be given frequently

Managers have a responsibility to correct performance deficiencies immediately on becoming aware of them.

Feedback should be given frequently

This feedback is best accomplished by discussing the employee's actions and accomplishments.

Focus feedback on behavior or results

A common mistake that managers make in providing performance feedback is to try to use the session as a chance to punish poorly performing employees by telling them how utterly lousy their performance is.

Focus on solving problems

__________________ involves development programs, courses, and events that are developed and organized by the company.

Formal training

Which generations particularly value social performance management, which uses systems like Facebook and Yammer to allow employees to quickly communicate with one another?

Generation Z, Millennials

Having been confronted with the performance problem, if the manager continues to generate more and more examples of low performance, the employee may get defensive.

Minimize criticism

Donaldo just went through his performance evaluation. His manager gave him timely and complete feedback about areas needing improvement and training available to help him. Donaldo disagreed with his manager's assessment and decided not to make any changes to his work performance. Which criterion of performance measure is exemplified by Donaldo's reaction?

acceptability

Examining the factors included in the performance measures at Heavenly Handbags, and determining whether the people using them consider them fair, satisfactory, or adequate, is known as

acceptability.

To improve poor performance in an employee, a manager must work with the employee to ____________. (Select all that apply.)

agree on how to solve the issue, determine the cause of the problem

What are common features of e-learning? (Select all that apply.)

allows learners to link to other learning resources, allows users to participate in wikis, allows users to communicate via social networks

What are evaluators engaging in when they purposefully distort a rating in order to achieve a goal?

appraisal politics

Studies have found that employees are less likely to apply what they learn in training to their jobs when managers and peers ____________.

are not supportive during training

Which of the following is the best use of self-ratings?

as a way for the employee to prepare for performance feedback

Before a performance management system is implemented, an organization must first decide whom to use ____________.

as the source of the performance measures

What term describes an approach to performance management that involves focusing on certain traits or characteristics possessed by individuals that are thought to be related to the company's success?

attribute

Which of the following are presentation methods? (Select all that apply)

audiovisual training, traditional classroom instruction, distance learning

What type of training brings digital elements into the physical world to increase the information and context that people experience?

augmented reality training

Which of the following is an example of effective onboarding?

avoiding debasing new employees

Which of the following is the most effective technique for teaching interpersonal skills?

behavior modeling

The acceptability of a performance measure is determined, in part, by the extent to which the employees ____________.

believe the performance management system is fair

What type of training involves combining technological methods with face-to-face instruction?

blended learning

How do employees participate in formal training?

by completing job-related courses offered via the Internet, by participating in in-person programs

What is the best way for a manager to support training?

by volunteering to be a trainer

Employees should not be surprised by a formal evaluation if they are provided with frequent ____________ from their managers.

feedback

What is needs assessment in the training design process?

figuring out if training is needed

What term refers to training and development programs and courses that are developed and organized by one's employer?

formal training

What term is used to described game-based strategies that are applied to e-learning programs?

gamification

What type of learning employs on-the-job training, simulations, business games, case studies, and Web-based training?

hands-on-methods

What are recommended ways of making a feedback discussion effective? (Select all that apply.)

having it serve as an opportunity to discuss the roles of the manager and the direct report, setting up an open dialogue between a manager and his or her direct report, holding it in a neutral location

What are the factors that most encourage an employee to learn the content of a training program? (Select all that apply.)

having the energy to learn, directing energy toward learning, wanting to learn

The first step in task analysis is to

identify the jobs to be examined.

Establishing a mentoring process is part of the __________________ component of an effective managing diversity program.

identifying and developing talent

Where should a manager hold a feedback session with a direct report?

in a neutral location

Having multiple raters evaluate the same employee's job performance to ensure consistency is a way to assess which of the following?

interrater reliability

If two individuals give a person's job performance approximately the same evaluation, the performance measure has ____________.

interrater reliability

Peer evaluations are particularly useful to management when ____________.

supervisors are not often able to observe the employee

Which are elements of a needs assessment? (Select all that apply.)

task analysis, organizational analysis, person analysis

Evaluating individuals across multiple time periods would provide Heavenly Handbags information related to

test-retest reliability.

It is the manager's responsibility to give feedback to employees frequently, making employees aware of performance deficiencies before they ____________.

turn into productivity loss

What kind of legal action is taken when a former employee files a suit against an employer claiming that they were fired for a reason other than that which is being claimed by the employer?

unjust dismissal

When is it appropriate to use customer evaluations of employee performance? (Select all that apply.)

when the job involves direct service to the customer, when the evaluations serve a strategic goal

Which of the following "pressure points" suggest that training might be necessary? (Select all that apply.)

Employees' jobs are being restructured., Employees are using a new software program., Employees are lacking in basic skills.

What factors are most likely to lead to transfer of training for Sarah, a new employee at a large company? (Select all that apply.)

Her managers and peers encourage her., She is given the chance to apply her new skills., Company technology facilitates it.

What is the first step when selecting a training method?

Identify the type of learning outcome that is hoped for.

Which of the following statements about diversity training is true?

It can impact cognitive, affective, and behavioral outcomes.

Which of the following statements is true about the developmental purpose of performance management?

It is designed to develop employees and improve performance.

transfer

When employees apply the skills they learned in training to their jobs, ______________ of training has occurred.

What learning system requires employees to understand the entire work process and expects them to acquire new skills, apply them on the job, and share what they have learned with other employees?

continuous learning

When a performance measure does not measure all aspects of performance, it is considered ____________.

deficient

Which is the best training outcome measure?

depends on the training goals

Specificity is relevant to which of the following aspects of performance management? (Select all that apply.)

employee development, achieving strategic goals

Once effective behaviors have been defined, the behavioral approach requires managers to assess how well ____________.

employees exhibit them

If a company wants to see results of its diversity efforts, it must first and foremost ____________.

make a long-term commitment to managing diversity

Which key factors contribute to success in training? (Select all that apply.)

peers and managers who let trainees know how they can use material learned in training on the job., managers and peers who display positive attitudes about engaging in training activities

Which performance management approach involves a preventative approach to errors, continuous improvement, and a customer orientation?

quality

In order for employees to learn, they must have both ____________, characteristics that provide them with the desire, energy, and focus necessary to learn from training, and ____________, the desire of the trainee to learn the content of the training program.

readiness for training; motivation to learn

Consistency in performance and being free from random error is a measure of ____________.

reliability

Which of the following are important criteria for evaluating a performance management system? (Select all that apply.)

reliability, acceptability, specificity

What is the term for preparing employees to return to the parent company and country from the foreign assignment?

repatriation

What type of efforts may fail if the expatriate receives an assignment with less responsibility upon returning to the United States?

repatriation

What outcomes can be measured by assessing employees' transfer of training?

results

Which approach to performance management involves managing objective measures of outcomes of a job or work group?

results

Behavior modeling affords the trainee the opportunity to practice opportunities using ____________.

role-playing

They may not have the appropriate personality characteristics.

the difficulties in scheduling learning at one's desk, the preference of trainees for face-to-face training, the preference of trainees for face-to-face training

What is the most frequently used training method?

the instructor-led classroom

What is the first step in a training design process?

to figure out if training is necessary for current employees

What is a developmental purpose of performance management?

to identify employee weaknesses for managers to use in providing feedback and coaching

What is a goal of employee training?

to master the information learned in training and use it daily on the job

What term is used to describe a planned effort to facilitate learning of job-related knowledge, skills, and behaviors?

training

Which term describes a systematic approach for developing training programs?

training design process

Which type of strategic training most benefits a company specifically seeking growth in international markets?

training local employees in new country market about the company's culture

What term describes on-the-job use of knowledge, skills, and behaviors learned in the training process?

transfer of training

An action plan includes steps that lay out how employees can ____________.

transfer training when on the job

A company's initiative to improve customer service involves employees ____________.

understanding their responsibilities and power to make decisions

What term describes a performance appraisal process for managers that includes direct reports' evaluations?

upward feedback

Which of the following would be expected in a performance management system that is designed with a strong quality orientation? (Select all that apply.)

use of multiple sources in the evaluation of person and system factors, involvement of both internal and external customers to set standards and measure performance, an emphasis on cooperation in performance problem solving between managers and employees

When a performance measure assesses all relevant aspects of performance, and only the relevant aspects of performance, that measure test is considered ____________.

valid

After a company has decided the kind of performance it expects from employees, it must develop ____________.

ways to measure performance

What types of aids are used in audiovisual training? (Select all that apply.)

workbooks, overheads, video, slides

Which of the following are the first two steps in the performance management process? (Select all that apply.)

Identify the company's goals and objectives., Identify and develop performance measures for key performance dimensions.

Which of the following are advantages of using simulation as a training method? (Select all that apply.)

It offers trainees the opportunity to learn various skills., It allows trainees to experience the outcomes of their decisions., It gives trainees the opportunity to experience situations that could involve risk in the real world.

Which statements are true about audiovisual training?

Learners can work independently., Learners can improve communication and interviewing skills., Learners are not required to physically attend class.

Which of the following statements are true about managers as sources of performance information? (Select all that apply.)

Managers know about their employees' job requirements., Managers have the ability to rate their employees.

Hands-on

On-the-job training, simulations, and business games are all types of __________________-on-training methods.

Which of the following factors influence the transfer of training? (Select all that apply.)

The manager supports the trainee., The trainee has developed the ability to self-manage., The trainee has the chance to apply what he or she has learned.

True

True or false: Games can be designed for business training and stimulating learning.

What is the document that summarizes the steps trainees and supervisors will take to ensure transfer of learning takes place on the job?

action plan

Which is the most likely reason many managers doubt the effectiveness of performance appraisal systems?

Appraisal systems are rarely modified.

Identify managerial strategies that support training. (Select all that apply.)

Managers should grasp the concepts being taught in training sessions., Managers should understand the connection between training and tasks that an employee needs to perform., Managers should understand the connection between training and tasks that an employee needs to perform.

behavioral or BARS

Managers who attempt to define which behaviors employees have to exhibit in order to effectively complete their job are using the ___________ approach to performance management.

Which of the following statements is true about peer evaluations?

Peer evaluations can be more motivating than managers' evaluations.

What is the major difference between virtual reality (VR) and augmented reality (AR) training?

The physical reality is always present in AR.

Which of the following are effective uses of on-the-job training? (Select all that apply.)

Train workers who were recently hired., Train current employees to improve existing skills or learn new skills.

Which of the following statements about a successful learning environment are true? (Select all that apply.)

The training context should be similar to the work environment., Trainees should demonstrate and practice what is learned.

Which of the following statements is true about training methods?

The use of online learning, mobile learning, and blended learning is expected to increase.

What factors contribute to the popularity of learning management systems? (Select all that apply.)

They can help reduce travel costs., They can help improve employee accessibility to training programs., They can help reduce the time needed to complete the program.

Why might expatriates fail at a foreign assignment? (Select all that apply.)

They may have a spouse and family who are unhappy living abroad., They may not have enough cross-cultural preparation., They may not have the appropriate personality characteristics.

Which of the following statements about the process of performance management is true?

To be effective, performance management should not be an event but a process.

This recommendation is one of the most effective motivators of performance.

Agree to specific goals and set a date to review progress

This recommendation can be productive in that it can make the session go more smoothly by focusing discussion on areas where disagreement exists.

Ask the employee to rate his or her performance before the session

This recommendation requires employees to think about their performance over the past rating period, and it encourages them to think about their weaknesses.

Ask the employee to rate his or her performance before the session

feedback

Because effective performance management systems are increasingly important, many companies and organizations are training managers on how to provide _________________to employees.

Managers should choose a neutral location for the feedback session.

Create the right context for the discussion

Which of the following are questions managers should ask when analyzing poor employee performance? (Select all that apply.)

Does the employee know what is expected?, Does the employee have the necessary resources to succeed?, Does the employee have the required skills and knowledge?

This recommendation reduces anxiety, uncertainty, and feelings of lack of fairness and control that employees typically experience in a manager-driven "tell-and-sell" or "tell-and-listen" approach.

Have ongoing, collaborative performance conversations

________blank refers to learning that is learner-initiated.

Informal learning

Which of the following is true about task analysis?

It involves identifying the knowledge and skills required for the job.

Which statements describe traditional classroom instruction? (Select all that apply.)

It is one of the least expensive forms of training., It is one of the least time consuming ways to present information.

What impact does praising effective performance have on an employee?

It reinforces positive performance behavior., It provides accurate performance, both positive and negative., It adds credibility to feedback by showing that managers are not just identifying performance problems.

Which of the following is true of apprenticeship?

It requires a certain number of hours of classroom instruction to qualify as a registered program.

Which of the following statements about self-ratings are true? (Select all that apply.)

Ratings should not be the sole source of performance information., Employees tend to inflate their ratings.

The purpose of the session is to give accurate performance feedback, which entails recognizing effective performance as well as poor performance.

Recognize effective performance through praise

During a feedback session, a manager and an employee determine that the employee's failure to meet a sales goal is the result of lack of product knowledge. What is the next step needed to solve the issue and improve the employee's performance?

The manager and employee work together to develop a product training schedule.

Which of the following are potential conditions under which appraisal politics are more likely to take place? (Select all that apply.)

There are competing goals., There is a direct linkage between performance appraisal and highly desirable rewards., Raters are accountable in some way to the person being rated.

Which of the following statements are true about self-assessments? (Check all that apply.)

Which of the following statements are true about self-assessments? (Check all that apply.), Self-assessments give employees a chance to reflect on their accomplishments and weaknesses.

Which of the following statements is true about approaches to measuring performance?

Which of the following statements is true about approaches to measuring performance?

What qualities do expatriates need in order to succeed overseas? (Select all that apply.)

capable and experienced at their job, aware of and responsive to host culture, encouraged by spouse and families

Which of the following are part of instructor-led classroom training? (Select all that apply.)

case studies, question-and-answer periods, discussions

What type of approach should managers use to work with employees to solve performance problems?

collaborative or problem-solving

Chelan is a manager and must measure the performance of her employees. The method she uses requires her to analyze the performance of each employee in relation to other workers. What is the approach that Chelan will be using?

comparative

Mao Lin is a computer engineer. She has degrees in computer science and has worked in the field for two decades. Mao Lin is personable and hard working but also extremely knowledgeable. She is capable of overseeing projects and employees, is organized, and has the technical skills to understand both the big picture and the details. This description indicates that Mao Lin has ____________.

competencies

What term is used to describe the various sets of skills, knowledge, abilities and personal characteristics associated with the successful performance of a job?

competencies

What are synonyms for e-learning?

computer-based training, Web-based training, online learning

Since comparing actual sales figures across different regions is dependent on the territory rather than the actual performance of the sales associate, this measure may be

contaminated.

Tova works for a mobile business that grooms dogs. She visits clients' homes to groom their pets and is always in the field. Which of the following would be the best source of information for her performance review?

customers

TXA Corporation, a software developer, decides to take a strategic initiative of enhancing innovation and creativity to support new product development. Given this, which of the following is likely to be an implication for the organization's training practices?

dedicating physical space to encourage teamwork

To improve poor performance in an employee, a manager must work with the employee to Blank______. (Select all that apply.)

determine the cause of the problem, agree on how to solve the issue

Managers are often evaluated by their employees. Employees who report to a manager are known as ____________.

direct reports

Who of the following are primary sources of performance information of an employee? (Select all that apply.)

direct reports, self, customers

When the plaintiff alleges they were unjustly treated by the performance measurement system due to their age, gender, or race, they are bringing a ____________ suit.

discrimination

Feedback sessions should focus not only on performance problems but on ____________ as well.

effective performance

The best kind of performance feedback is the kind that ____________.

elicits positive behavioral responses

In the context of factors that influence the motivation to learn, which of the following management actions is likely to increase employees' self-efficacy?

emphasizing that learning is under the employees' personal control

Which of the following steps are part of the attribute approach? (Select all that apply.)

evaluating whether individuals posses certain desired traits, defining a set of desired traits

Natalia's role with her new team was to produce periodic reports on the team's progress. Her reports were not in the preferred format and lacked several standard components, but she was unaware she was doing anything wrong and instead thought she was doing a good job. Natalia received a poor performance evaluation as a result of her reports. What is the most likely cause of Natalia's poor performance?

lack of feedback

Idris is in a training session to learn how to use the new company accounting system. Part of the training involves working through a sample project using the software. Idris is paired with someone who has already gone through the training so that Idris can ask questions as he works through the project and get immediate answers. Idris' training is an example of ____________.

learning by doing

What type of system serves as a technology platform that can automate the administration, development, and delivery of a business's training program?

learning management

Managers should consider whether employees want to do the job they're doing and whether employees feel they are being appropriately compensated when determining an employees' ____________.

level of motivation

Which of the following is the most frequently used source of performance information?

managers

Which of the following aspects of an employee's job should managers take into account when they are considering ways to improve performance? (Select all that apply.)

motivation, ability

What should effective performance evaluations systems measure? (Select all that apply.)

objectives, behaviors

What term describes employees learning by observing peers or managers?

on-the-job training

When a new hire joins a company, the new hire goes through an orientation process to learn about company policies as well as performance expectations. What is the name of this process?

onboarding

What term describes the process of determining the business appropriateness of employee training?

organizational analysis

Asking employees to complete a self-assessment before a feedback session encourages them to ____________.

participate fully in the feedback session, think about their weaknesses, think about their past performance

In presentation methods, trainees are ____________.

passive recipients of information

In which phase do employees receive language training and an orientation to the new country's culture and customs?

predeparture phase

As a manager, Marisa Lopez wants to analyze the impact of her company's behavior-modeling training program on her employees' communications skills. The __________________ evaluation design would be most appropriate for this purpose.

pretest/posttest with a comparison group

Which of the following are examples of comparative approaches? (Select all that apply.)

ranking, forced distribution, paired comparison

What term refers to employee characteristics that provide employees with the desire, energy, and focus necessary to learn from training?

readiness for training

Managers should work with employees to solve performance problems in an atmosphere of ____________. (Select all that apply.)

respect, encouragement

Just Born found that the improvement process emphasized in the management leadership program saved the company millions of dollars. This is an example of a(n)

results outcome.

In a continuous learning system, which of the following are employees expected to do? (Select all that apply.)

share their learning with coworkers, implement new skills on the job, obtain new skills

What term is used to describe a training method that represents a real-life situation and allows trainees to see the outcomes of their decisions in an artificial environment?

simulation

What term is used to describe systems like Yammer that allow employees to quickly exchange information, provide coaching, and receive recognition?

social performance management

A performance measure that does a good job of telling employees what is expected of them and how to meet those expectations is said to have a high level of ____________.

specificity

Job performance management systems that bring out job performance that is in line with the strategies, goals, and culture of the organization is said to have ____________.

strategic congruence

The range to which a performance management system derives employee job performance that is in line with its strategy, goals, and culture is called

strategic congruence.

What is the most appropriate training method to use when the training budget is very restrictive and fixed?

structured on-the-job training

The results approach assumes that ____________ can be eliminated from the process of measuring the results of a work group.

subjectivity