Human Resource 2 Final Exam
A systematic process for determining organizational gaps between ideal and actual performance is known as a(n): A) needs assessment B) gap analysis C) task analysis D) organizational analysis
A) needs assessment
Which one of the following budgeting methods requires managers to justify all training expenditures? A) zero-based budgeting B) percentage of payroll C) percentage of expected revenue D) division by training cycle
A) zero-based budgeting
Organizations who invest in executive education often do so because: A) it is easier to justify a budget for executive training. B) it is difficult and expensive to attract, develop, and retain new talent. C) executives believe they are entitled to free training. D) a highly trained executive can replace the need for human resources managers
B) it is difficult and expensive to attract, develop, and retain new talent.
Which of the following materials are usually classified as expendable? A) licenses B) keyboard templates C) slides D) software
B) keyboard templates
A trainer can increase the response rate of questionnaires, surveys, and other assessment tools by: A) making a clear distinction and separation between the assessment and the learning contract B) offering an incentive to those who respond C) routing the assessment tool through the human resources department D) being as comprehensive as possible
B) offering an incentive to those who respond
A general property orientation typically includes: A) a review of the job description and task list for each position. B) on-the-job training with a peer trainer C) job responsibilities, equipment training, and departmental procedures D) a tour, overview of employee benefits and company policies
B) on-the-job training with a peer trainer
Which of the following represents the steps in the four-step training method and the order in which they should be conducted? A) prepare to train, coach trial performances, follow through, evaluate training effectiveness B) prepare to train, conduct the training, coach trial performances, follow through C) select trainer, select trainee, select training method, evaluate training effectiveness D) select training method, coach trial performances, prepare for retraining, follow through
B) prepare to train, conduct the training, coach trial performances, follow through
Which of the following industry segments is likely to have the most conservative and formal style of dress? A) resort B) private club C)casino D) cruise line
B) private club
The most common type of training for managers is: A) leadership training. B) strategic forecasting. C) financial analysis. D) ethics.
A) leadership training.
During what stage of instructional design are evaluation instruments designed? A) analysis B) implement C) design D) evaluation
C) design
Which of the following statements about evaluating the effectiveness of outsourcing is TRUE? A) Organizations should monitor training to ensure that it is being done in compliance with established standards. B) An organization should design feedback mechanisms independently of the outsourcing partner. C) The outsourcing partner is responsible for any negligent training as long as the contract specifies the transfer of responsibility. D) Evaluation and feedback should not be conducted until the final session of a training program.
A) Organizations should monitor training to ensure that it is being done in compliance with established standards.
Which of the following is a common challenge with mentoring programs? A) Mentors and protégés are sometimes mismatched. B) Protégés often require daily feedback from the mentor. C) Mentors are less likely to get promoted. D) Protégés grow tired of the attention.
A) Mentors and protégés are sometimes mismatched.
Which of the following is a closing activity that will help participants in a training session transfer learning to the workplace? A) Review the training objectives, answer any questions, and link each objective with its practical application to the workplace B) Ask each participant to write a paragraph about what they learned during the session. C) Remind participants that the only way the session will help them is if they practice what they've learned in their daily jobs D) Play a fun game that will send everyone away smiling
A) Review the training objectives, answer any questions, and link each objective with its practical application to the workplace
Which of the following statements about negligent training is TRUE? A) State laws vary regarding employer liability in negligent-training cases. B) Negligent training typically occurs because trainers use training sessions to teach staff members how to be negligent. C) According to the courts, guests can sue because they were allegedly harmed because of negligent training, but employees cannot. D) The Negligent Training Act of 1999 makes negligent training illegal in the United States.
A) State laws vary regarding employer liability in negligent-training cases.
Which of the following is TRUE regarding the future United States work force? A) The number of Hispanic, Asian-American, African-American, and Female workers will increase B) the number of Caucasian workers will increase C) The work force in general will be younger. D) People with disabilities will no longer need to work.
A) The number of Hispanic, Asian-American, African-American, and Female workers will increase
What is an advantage to using case studies as a training method for hourly employees? A) They provide trainees with opportunities to build their problem-solving skills B) They allow trainees to experience actual situations C) They take relatively little time to develop and implement D) They help deflect over-participation by dominant trainees
A) They provide trainees with opportunities to build their problem-solving skills
When referring to adult learning, what does the acronym WIFM stand for? A) What's in It For Me B) Warfield's Instruction For Modality C) Where Is the Fun Material D) Wheaton's Instructive-Formulative Method
A) What's in It For Me
What role does a manager play in cultural management if he or she is positively influencing the culture in needed ways? A) change agent B) spokesperson C) culture consultant D) assessor
A) change agent
What type of trainee brings factual information to the session and tries to build a foundation for sound decision making? A) contributor B) energizer C) inquirer D) elaborator
A) contributor
What type of trainee builds on the ideas of others and helps to translate generalizations into concrete examples? A) elaborator B) contributor C) energizer D) inquirer
A) elaborator
What does ESP refer to when referring to a training method that is inclusive of many learning styles? A) explain it in words, show it in pictures, practice it with games and role-plays B) exhibit sophisticated performances C) extra-sensory perception D) evoke visual learning, sing for auditory learners, prepare manipulatives
A) explain it in words, show it in pictures, practice it with games and role-plays
Which tool is essential to winning funding and suport for training initiatives? A) formal training proposals B) management questionnaires C) human capital assessment D) trainer surveys
A) formal training proposals
What does an adaptive needs assessment do? A) identifies new conditions in the organization within the same job type as in the past B) discovers unknown conditions C) analyzes the problem in the existing environment based on existing conditions D) analyzes existing problems
A) identifies new conditions in the organization within the same job type as in the past
Which of the following activities is classified as a career advising activity that a hospitality mentor can do with a protégé? A) identifying the protégé's knowledge, skills, and abilities within his or her interest areas B) giving a special assignment C) encouraging professional certification D) providing him or her with books, articles, or news publications related to the hospitality industry
A) identifying the protégé's knowledge, skills, and abilities within his or her interest areas
What is a characteristic of an effective mentoring goal? A) measurable B) open-ended C) general D) all of the above
A) measurable
Chalese is preparing a budget to cover the costs of a lifelong learning initiative that her property is planning to launch. It will allow each employee to take a variety of courses from their home computer. The budget needs to cover the costs of teaching employees how to access the system, purchasing the software courses, and maintaining the network on which the courses will be stored. What step in developing Web-based training is Chalese performing? A) provide needed resources and feedback B) establish course framework C) choose the course D) establish technology standards
A) provide needed resources and feedback
What type of orientation covers responsibilities outlined in a job description, work equipment, the working environment, and a tour of the department? A) specific job orientation B) pre-employment orientation C) re-orientation D) general orientation
A) specific job orientation
The Green Tree Inn will open next year with 28 employees working at various positions and various levels. The assistant manager position will include human resources duties, but will not extend to the area of training. The owner has determined that comprehensive outsourcing of training is the best option for this organization. This means that: A) the Inn will outsource the training function to another company who will handle all aspects of training from design and development of programs to implementation and delivery to evaluation. B) the most important aspects of the training will be outsourced, but some programs will still be provided by the Inn's management. C) employees will receive all of their training by listening to tapes and reading books. D) employees will receive all of their training at an external location.
A) the Inn will outsource the training function to another company who will handle all aspects of training from design and development of programs to implementation and delivery to evaluation.
Trainers define evaluation as: A) the act of interpreting gathered data. B) the process of asking trainees their reaction to training C) the process of counting or assigning numbers to item being counted D) the act of gathering and sorting data
A) the act of interpreting gathered data
Training evaluation tools are only effective when: A) the feedback is documented, analyzed, and used to improve future presentations of the program B) the facilitator is in the room at the time participants are completing the evaluation C) all participants complete the evaluation D) the training session ended on time
A) the feedback is documented, analyzed, and used to improve future presentations of the program
One of the advantages of using computer-based training is: A) the immediate feedback that computers can provide B) most training computers are portable C) training software is usually not required D) the need for the trainer has been eliminated by the computer
A) the immediate feedback that computers can provide
In general, adult learners tend to be more focused on: A) the practicality of learning, such as why it is needed, how it will be used, and how the individual will benefit. B) the enjoyment of learning, such as hhow entertaining the facilitator is, how engaging the topic is, and how memorable the experience is. C) the big picture; contributing to the betterment of the organization as a whole. D) rewards, such as certificates and plaques, as a validation of their learning.
A) the practicality of learning, such as why it is needed, how it will be used, and how the individual will benefit
Electronic delivery is more appropriate for lower and middle management than it is for executive education because: A) topics for lower and middle management tend to be more technical and thus lend themselves more easily to electronic delivery. B) executives are often less computer literate than lower level managers. C) lower level managers dislike face-to-face training. D) executives need to learn most of their skills on the job.
A) topics for lower and middle management tend to be more technical and thus lend themselves more easily to electronic delivery.
Who are the three main stakeholders when it comes to measuring training? A) trainees, trainers, managers B) trainers, managers, guests C) trainees, trainers, guests D) trainees, trainers, stockholders
A) trainees, trainers, managers
The cycle of losing employees and the process of replacing them is called: A) turnover B) retention C) selection D) recruitment
A) turnover
Mitch, a regional trainer for the Vacation Inn & Suites Company, is preparing a leadership training program for General Managers. Mitch has worked with several of the managers before and knows that each one's background, experiences, and abilities impact the circumstances in which he or she learns best. Which of the following training strategies should Mitch employ to accommodate these differences in learning styles? A) use a combination of visual aids and representations, auditory stimuli, and "hands-on" practice experiences B) discuss each learning objectives in detail C) provide books, magazines, and handouts as supplements to the training D) use both Web-based training and CD-ROMs
A) use a combination of visual aids and representations, auditory stimuli, and "hands-on" practice experiences.
Janet is practicing her presentation and is paying special attention to ensuring that her words are not nasal so that she will add authority and believability to the words she speaks. What aspect of communication is she working to improve? A) vocal quality B) vocalized pauses C) volume D) rate of speed
A) vocal quality
While coaching trial performances, when is it appropriate for a department to trainer interrupt the trainee who is performing a task? A) whenever the trainee is in danger of hurting himself/herself or others B) whenever the trainee does something especially well in order to praise the performance C) as soon as the trainee does something wrong so that the mistake can be corrected D) a trainer should never interrupt a trainee who is performing a task
A) whenever the trainee is in danger of hurting himself/herself or others
Luly is meeting with anew parking lot attendant. She leads him on a tour of the property, introduces him to the bell staff and front office staff and then gives him a packet of materials that explain benefits, hotel policies, and several forms for human resources. What type of orientation is Luly conducting? A) mentor session B) individual session C) group session D) self-orientation
B) individual session
During what phase of mentoring does the protégé recognize and respect a potential mentor for his or her competency and other positive traits? A) redefinition B) initiation C) cultivation D) separation
B) initiation
Research suggests that supervisory training is most effective when trainers present information for _____ percent of the time and allow _____ percent of the time to be used for integrated learning. A) 10; 90 B) 30; 70 C) 50; 50 D) 70; 30
B) 30; 70
Which of the following statements is TRUE? A) Learning transfer is higher when you provide hypothetical examples that can apply to many situations instead of examples that focus on realistic situations. B) Adults need to relate the learning material to what they already know C) Discussion slows down the processing of adult learners and keeps their retention at a basic level D) Employees are receptacles into which you pour information
B) Adults need to relate the learning material to what they already know.
What legal issue is most likely to arise from non-traditional training such as outdoor adventure experiences? A) negligent training issues B) Constitutional issues arising from religions freedom and privacy C) IRS independent consultant rules D) copyright concerns
B) Constitutional issues arising from religions freedom and privacy
Which of the following statements concerning the calculation of training's ROI (return on investment) is TRUE? A) All training programs measure the same benefits to determine ROI. B) Documenting ROI boosts the credibility of the training department with upper management C) Because of the complexity of ROI measurements, there are no computer programs that can help you track and calculate it. D) Measuring ROI becomes less important and accurate during times of economic uncertainty.
B) Documenting ROI boosts the credibility of the training department with upper management
Which of the following trainers are most likely to be successful in transferring learning through a training game? A) Hymie has set up a sudden-death elimination style tournament in which participants are quizzed aloud with detailed questions about the week long training session B) Iris has created a crossword puzzle that incorporates all of the hotel jargon that was just taught to new employees during an orientation C) Moshe has created a Monopoly-style game using multiple foreign currencies for the money, different hotels in the chain for each hotel, and stock market deeds for properties. He is using it to teach front desk agents how to exchange currency, understand branding, and be able to explain hotel financing. D) All of the above games are likely to be successful as they have the characteristics of effective training games.
B) Iris has created a crossword puzzle that incorporates all of the hotel jargon that was just taught to new employees during an orientation
Which of the following is a DISADVANTAGE to outsourcing training to an external suppliers? A) Outside suppliers create political unrest in organizations by suggesting new ideas or presenting radical concepts. B) It is difficult to know ahead of time whether a supplier will fully understand the organization or operate in a manner that supports the organization. C) Outside suppliers can overcharge the organization without consent even when a contract is in place. D) Projects managed internally almost always produce better results than those managed by outside suppliers.
B) It is difficult to know ahead of time whether a supplier will fully understand the organization or operate in a manner that supports the organization.
Karen came home from her first day on the job as a night auditor shaking her head in frustration. Pat greeted her with a hug and asked why she looked so tired. "You wouldn't believe how boring my day was," Karen answered. "All I did all day was check the math on the night audit reports. I've been a night auditor for 10 years, do they think I'm incompetent? And I still don't know when I'll be working alone or how to log into the point-of-sale system." What mistake was made by the person conducting Karen's orientation? A) There was an over-emphasis on paperwork B) Karen was assigned a job that was too easy C) Karen was turned over to an existing employee D) Karen received so much information that she felt overwhelmed
B) Karen was assigned a job that was too easy
Which of the following is an argument against evaluating training programs? A) Training is about reactions, not learning B) Trainees do not always give honest answers C) Trainees feel deficient when they see other people's scores D) Evaluation doesn't take into account stage presence, personality or entertainment
B) Trainees do not always give honest answers
What are emotional triggers? A) Reminders to paraphrase the speaker we are listening to and the message being communicated B) Words, issues, and personalities that seem to excite or irritate us. C) A form of speaking anxiety that is brought on by emotional events D) Mnemonics that help us remember what we were going to say
B) Words, issues, and personalities that seem to excite or irritate us
One tool for selecting an appropriate vendor to provide outside services is: A) a "Return on Investment" form which asks the vendor to prove that the organization will benefit from the services. B) a "Request for Proposal" that requests specific information from the vendor regarding their ability to meet the organization's needs. C) a directory of all training providers in the area. D) an employee survey that measures how popular the vendor is with the organization's leaders and workers.
B) a "Request for Proposal" that requests specific information from the vendor regarding their ability to meet the organization's needs.
Approximately 50 to 60 percent of adult education is devoted to: A) personal development. B) an individual's occupation or vocation. C) remedial instruction. D) leadership skills.
B) an individual's occupation or vocation.
Professional associations play a role in executive education by offering: A) corporate university directories. B) certification programs and educational seminars. C) team building weekends. D) MBA programs.
B) certification programs and educational seminars.
In teaching housekeepers your property's procedures for making beds, an effective training activity is: A) case study analysis B) demonstration C) role playing D) panel discussions
B) demonstration
At what stage during the instructional design process does a trainer choose training materials? A) implement B) develop C) evaluate D) design
B) develop
What is the first step to creating organizational change? A) involving key stakeholders B) developing a vision C) creating a strategic plan D) identifying key personnel as change agents
B) developing a vision
Which of the following documents summarizes the results of evaluation, the training, and who participated in the training? A) survey or questionnaire B) factsheet C) patterned interview script D) compilation database report
B) fact sheet
Wayne is making a list of all the positives and negatives of providing sexual harassment training to housekeeping employees. He is also creating a profile of the potential trainees. What type of preparation is Wayne doing? A) needs assessment B) force-field analysis C) trend analysis D) job analysis
B) force-field analysis
Which of the following is an example of a "learning accelerator"? A) passing out prizes for games and activities B) incorporating metaphors and mnemonic devices C) fostering competition rather than collaboration among trainees D) setting the room temperature a few degrees cooler than normal
B) incorporating metaphors and mnemonic devices
Amanda is receiving upselling training through the property's point-of-sale system. She is scheduled to receive 15 minutes of training at the beginning of each of her shifts. She attempts to log into the training system using her personal password but is logged into the main system rather than the training system. Since she doesn't know how to switch over to the training system without completely logging out, she gives up and begins her work shift. Which trainee quality does Amanda lack? A) time management skills B) problem solving skills C) basic computer skills D) willingness to learn
B) problem solving skills
To be beneficial to adult students, a competency-based curriculum should have: A) comprehensive information covering the competencies of the specific industry. B) strong workplace relevance. C) nine distinct stages of program development. D) a continuing education component that involves individuals, associations, universities, and organizations.
B) strong workplace relevance.
Danielle is writing a test on hazardous communications standards where correct answers branch in one direction and incorrect answers branch in another direction. She plans to ask additional questions of people who answer a question wrong and fewer of those who answer all questions correctly. In what way is Danielle using technology to track development? A) time on task analysis B) test-taking analysis C) support analysis D) interactivity analysis
B) test-taking analysis
What period of time is generally considered the most crucial to the success of new hospitality employees? A) from the initial interview to the first day of employment B) the first 30 days on the job C) the 30 days prior to the first performance evaluation D) the 30 days after the first performance evaluation
B) the first 30 days on the job
One of the factors that a trainer must consider when determining methods and media to use is: A) whether the trainer will receive additional instruction or other perks from the vendor providing the media B) whether the expense of a particular media or activity is justified by its effectiveness C) whether a particular method or media has been used by the property in the past D) none of the above
B) whether the expense of a particular media or activity is justified by its effectiveness
What element of a smart classroom can help all trainees easily view projections from their seats? A) personal data assistant B) laptop computers C) designated console and remote control D) wireless technology
C) designated console and remote control
Which of the following learning scenarios best demonstrates the concept of accelerated learning? A) Participants attend a lecture-style presentation about the functions of various departments at the property. A written evaluation is administered at the end of the session. B) Participants watch a video containing a property overview. Afterwards, the facilitator asks questions to ensure understanding C) In pairs, participants embark on a scavenger hunt in which they find key players on the property to provide information about each department's contribution. Each pair is rewarded upon completion. D) Participants read about each department in the property training manual and complete the written exercises. A manager meets with each participant to review his or her answers to the exercises.
C) In pairs, participants embark on a scavenger hunt in which they find key players on the property to provide information about each department's contribution. Each pair is rewarded upon completion.
Which of the following statements about needs assessment for hourly employees is TRUE? A) Training is generally not as effective as discipline when hourly employees are expected to learn new tasks B) Training is a cure-all for every problem C) Performance problems can stem from such factors as improper tools and equipment, insufficient supervision, and inadequate support D) Data sources such as performance reviews, absenteeism records, turnover incidents, and workers' compensation records are not helpful in determining whether a problem can be solved by training.
C) Performance problems can stem from such factors as improper tools and equipment, insufficient supervision, and inadequate support
Susan is a hotel supervisor who would like to brush up on her leadership skills in order to project a more authoritative image to her employees. Which of the following professional development opportunities would be most appropriate for Susan? A) Susan should attend a management degree program at her local community college. B) She should conduct an internet search for "leadership" and read all of the related sites she finds. C) Susan should attend a leadership seminar or conference sponsored by a professional association. D) She should ask another supervisor to share some leadership tips.
C) Susan should attend a leadership seminar or conference sponsored by a professional association.
Which of the following statements is TRUE of both mentors and coaches? A) They both may choose to discipline the protégé or take steps to terminate the protégé's employment with the organization. B) They are both external to the organization. C) They are both interested in helping the employee maximize his or her job performance and develop leadership skills. D) Both mentors and coaches should assume total responsibility for the employee's success.
C) They are both interested in helping the employee maximize his or her job performance and develop leadership skills.
What type of analysis identifies who the trainees are going to be? A) Resource analysis B) Goals analysis C) Trainee analysis D) Problem analysis
C) Trainee analysis
What sort of test is designed to ask the trainee how they feel about a number of different situations? A) essay B) multiple choice C) agree-disagree D) opposing statements
C) agree-disagree
What is the strategy of copying the best-practice methods of a specific function? A) imitative technology B) setting goals C) benchmarking D) empowering
C) benchmarking
During what stage of outsourcing does a property specify the criteria that will be used in determining who will supply the training? A) select activities B) commit C) choose vendors D) contract
C) choose vendors
Andrea wants to conduct a level two evaluation on how much her marketing representatives have learned during their skills training course. What evaluation technique is most likely to give her the information on how much her employees have learned? A) report on increased or decreased effectiveness of marketing materials B) patterned interview C) demonstration of skill D) instructor feedback form
C) demonstration of skill
At which step in the instructional design process does a trainer outline the ways to reach instructional objectives? A) implement B) analyze C) design D) develop
C) design
The housekeeping department at a limited-service motel is providing mandatory hazardous communications training to its room attendants. Linda, the executive housekeeper, passes out copies of a Material Safety Data Sheet and asks each room attendant to find and describe one element on it. Robert Gagne's nine events of instruction is Linda conducting? A) presenting stimuli with distinctive features B) informing learners of objectives C) encouraging active participation D) gaining attention
C) encouraging active participation
What type of program typically requires a minimum number of years' work experience and status as an upper-level manager? A) open enrollment programs B) customized programs C) executive MBA programs D) corporate universities
C) executive MBA programs
Sarah is planning a training session titled, "Selling for Success" for regional managers from properties all over the United States. The participants have never met before, but will be expected to stay in contact after the session and act as a support group for each other. Which of the following ice breakers would be most appropriate for this group? A) Ask each participant to write down the one thing that they would like to get out of the session. Collect the papers and record them on a flip chart. B) Have each participant state their name, property, and place of birth C) Have each participant give their name and property followed by a description of their property and its current sales objectives. D) Ask participants to review the attendee list and check the names of individuals who are from areas close their own.
C) have each participant give their name and property followed by a description of their property and its current sales objectives
Unlike traditional orientation and development programs, a mentoring program can: A) replace on-the-job training, workshops, and self-paced studies and other learning resources. B) create a way for individuals to get promoted before having the needed qualifications. C) help employees learn the unwritten principles of socialization within the organization and facilitate career growth. D) eliminate the need for supervisors to apply disciplinary procedures.
C) help employees learn the unwritten principles of socialization within the organization and facilitate career growth.
Which room arrangement works best for supervisory training? A) demonstration-type classroom B) U-Shaped with a table C) informal conversational setting D) traditional classroom
C) informal conversational setting
What stage of the socialization process is characterized by the employee receiving full acceptance as an organizational member and settling into his or her role? A) dynamic stage B) encounter stage C) insider stage D) anticipatory soialization
C) insider stage
The final phase of job analysis merges task lists, job breakdowns, standards, and evaluation measurements into what useful tool? A) performance evaluations B) training lesson plan C) job description D) needs assessment report
C) job description
What is the primary purpose for conducting an organizational needs assessment? A) support a reasonable training budget that includes all the specifics of upcoming programs B) provide employees with the most updated in training trends C) look at the big picture and ultimately solve the organization's problems D) create a temporary fix to immediate and pressing problems
C) look at the big picture and ultimately solve the organization's problems
Which of the following is NOT one of the four levels that trainers should evaluate when creating criterion measures (test questions or evaluation measures)? A) learning B) reaction C) repetition D) results
C) repetition
What sort of data will help heighten the perceived status of training and development within the organization? A) opportunity analysis B) needs assessment C) return on investment D) deficiency analysis
C) return on investment
The net benefits of training can be determined by: A) dividing the total costs of training by the total benefits B)asking department managers if turnover rates have decreased C) subtracting the total costs of training from the total benefits D) having trainees complete a survey after training objectives have been met
C) subtracting the total costs of training from the total benefits
Ewin in putting together a PowerPoint presentation to open the three-day team building program that all unit managers in the region will be attending. Ewin is incorporating technology to perform which basic function? A) decision support B) interactive connectivity C) task support D) data management
C) task support
What does the acronym T.R.A.I.N stand for? A) target specific objectives, revise initial training plan, allow for questions, insert humor into training, note good performance B) train employees, remember to demonstrate the steps, advise trainees of their progress, isolate training problems, never rush training C) teach by showing, repeat until comfortable, ask questions, imitate work conditions, note good performance D) train employees, remember to train effectively, administer an evaluation, isolate training problems, never rush employee training
C) teach by showing, repeat until comfortable, ask questions, imitate work conditions, note good performance
Self-orientations can be advantageous because A) they start an ongoing relationship that is beneficial to new employees B) they give individual attention to each new employee C) they allow new employees to set the pace of their learning D) they leave the employees feeling more secure and certain about their new position
C) they allow new employees to set the pace of their learning
What type of learner is mind mapping most likely to appeal to? A) tactile B) spatial C) visual D) auditory
C) visual
Why can it be advantageous to use an external consultant to evaluate training? A) External consultants are more cost effective than internal consultants B) External consultants are usually quite familiar with employees and their work habits C) External consultants are more likely to overstate the effects of a training program D) External consultants are more likely to be objective
D) External consultants are more likely to be objective
Marianna is a reservationist who has been with the Two-Seasons Hotel for 15 years. She has recently been placed in charge of conducting the orientation for all new employees hired into the reservations area. What type of trainer would Marianna most likely be classified as? A) Property-level trainer B) Corporate trainer C) Consultant D) Department-level trainer
D) Department-level trainer
Michael is the assistant manager in charge of training at a large private country club. He is reviewing the lesson plans written by the chef for an upcoming training session with the kitchen cooks. How will the lesson plans help Michael evaluate training? A) They take the place of posttests B) They increase the reliability of his training evaluation C) They take the place of pretests D) They increase the validity of his training evaluation
D) They increase the validity of his training evaluation
What is an advantage to blending technology with traditional techniques? A) Technology is taken more seriously B) Trainers are comfortable with the new techniques C) The training has a higher degree of interactivity D) Trainers and trainees can slowly adjust to the new methods
D) Trainers and trainees can slowly adjust to the new methods
Many executive education programs require: A) proof of success in understanding the stock market and satisfying shareholders. B) a 2-3 year commitment. C) completion of an advanced degree. D) a minimum number of years experience at a certain level or in a specified position.
D) a minimum number of years experience at a certain level or in a specified position.
A strategic training plan should: A) focus on corporate-level goals versus property-level goals. B) be separate from the organization's strategic plan. C) change on a monthly basis D) be incorporated into the organization's strategic plan.
D) be incorporated into the organization's strategic plan.
What type of trainee is always trying to come up with ideas for why things will not work? A) lobbyist B) security-seeker C) know-it-all D) blocker
D) blocker
Emmet has assembled all of the department managers of the ski resort for which he is a training manager. They are brainstorming training issues and Emmet is writing down all of their ideas on flip charts as they are mentioned. Once he has finished recording the ideas, he prepares a ballot and the managers voted to set priorities for training ideas. What type of data is he collecting? A) qualitative B) extant C) quantitative D) combination or blended
D) combination or blended
Kartif plans to offer responsible alcohol service training to all of his servers in response to a new state law mandating training. He is evaluating two different programs that both meet the state requirements to determine which he should offer. He is calculating and comparing the cost of each program, how long they take to present, and how much it costs to certify trainers. What type of analysis is Kartif conducting? A) cost- benefit analysis B) cost-feasibility analysis C) ROI analysis D) cost-effectiveness analysis
D) cost-effectiveness analysis
In using job shadowing as a tool for socialization, individuals selected to be shadowed should: A) be coached to say only things that are positive about the organization so that the new employee is not frightened away by existing challenges within the organization B) the limited to employees who will one day be promoted to management C) be in the top 2% of employees in terms of job performance D) exhibit the behavior typically associated with the organization's true culture
D) exhibit the behavior typically associated with the organization's true culture
During what type of orientation should company policies and procedures that pertain to all employees be explained? A) pre-employment orientation B) re-orientation C) specific job orientation D) general orientation
D) general orientation
Julie is preparing a take-home orientation kit. Included in the kit are a task list, five job breakdowns, and a copy of the department's performance appraisal. What category of employee questions is Julie trying to anticipate? A) perception issues B) job-related issues C) cultural issues D) job responsibilities
D) job responsibilities
More than half of the front desk agents working at the Frankfurt Chalet have been with the property for less than three months. Ingrid has noticed an increase in guest complaints about check-in time. She decides she needs to determine whether the problem is a training issue or whether there are equipment problems that are slowing down check-in. She takes a half-hour on each shift for two weeks to watch the employees and determine whether the employees are following the property's check-in guidelines. Which needs assessment technique is she using? A) employee surveys B) training needs surveys C) employee introspection D) observation
D) observation
What type of software has made the development of transparencies much easier? A) spreadsheet B) authoring C) word processing D) presentation
D) presentation
Turnover costs that include those incurred while conducting searches, interviews, and background checks, buying new uniforms, covering waste due to productivity loss, and money spent on interviewing are commonly called: A) training costs B) human capital costs C) separation costs D) replacement costs
D) replacement costs
Dena is showing laundry attendants where the binder is kept with copies of all of the property's Material Safety Data Sheets. Which of the three S's is she training? A) service B) standards C) simulations D) safety
D) safety
The socializzation process during which new employees become acclimated to their work location typically takes as long as: A) one day. B) several days C) two weeks D) several weeks to several months
D) several weeks to several months
Although mentoring relationships often occur naturally, formal mentoring occurs when: A) mentors and protégés make presentations to employee audiences about the benefits of their relationship. B) an outside consulting firm provides mentors for managers at all levels from entry-level to executive level. C) the mentor hires the protégé to work in his or her department. D) the organization deliberately pairs mentors and protégés and tracks pre-established milestones for the success of the relationship.
D) the organization deliberately pairs mentors and protégés and tracks pre-established milestones for the success of the relationship.
The effectiveness of training and development for managers is largely measured by: A) interviews and aptitude tests. B) on-the-job observations. C) feedback from guests and the manager's staff members. D) the success of the organization or the department they manage.
D) the success of the organization or the department they manage.
Helen has made a copy of the bell attendant's task list and is highlighting in yellow all of the tasks she plans to cover when she does one-on-one training with Wayne, a new bell attendant. At the beginning of the training session, she gives Wayne the list and quickly reviews what they will be covering. What type of learner will this handout be of especial use to? A) spatial learner B) auditory learner C) kinesthetic learner D) visual learner
D) visual learner
