Chapter 8: Training and Developing Employees

1. On Alicia's first day at a software firm, she met with the HR manager and
other new employees. Alicia learned about employee benefits packages,
personnel policies, and the company's structure. In which of the following
did Alicia most likely participate?
A) recruitment
B) selection
C) employee orientation
D) employee development
2. Which of the following terms refers to helping new employees appreciate
the values and culture of a firm?
A) onboarding
B) outsourcing
C) organizing
D) offshoring

3. Which of the following is most likely NOT one of the goals of a firm's
employee orientation program?
A) making new employees feel like part of a team
B) helping new employees become socialized into the firm
C) assisting new employees in selecting the best labor union
D) teaching new employees about the firm's history and strategies

4. All of the following topics are typically addressed during employee

orientation EXCEPT ________.

A) employee benefits
B) personnel policies
C) work behavior expectations
D) wage curves
5. The methods used to give new or present employees the skills they need to
perform their jobs are called ________.
A) orientation
B) training
C) development
D) management

6. MTR Enterprises failed to provide adequate safety training to one of its

employees. As a result, the employee harmed a customer. A court would
most likely find MTR liable for ________.
A) discrimination
B) negligent training
C) occupational fraud
D) hazardous training

7. Which of the following will most likely NOT help employers protect
themselves against charges of negligent training?
A) confirming an employee's claims of skill and experience
B) providing extensive and appropriate training
C) evaluating the effectiveness of the training
D) paying employees for their training time

8. ________ identifies the training employees will need to fill future jobs.
A) Competency modeling
B) Performance analysis
C) Strategic training needs analysis
D) Screening

9. What is the first step in the ADDIE training process?

A) assessing the program's successes
B) appraising the program's budget
C) analyzing the training need
D) acquiring training materials
10. What is the second step in the ADDIE training process?
A) developing training aids
B) defining the training objectives
C) designing the overall training program
D) designating employees who need training

11. Which of the following will most likely occur during the third step of the
ADDIE training process?
A) training a targeted group
B) creating training materials
C) evaluating the success of the program
D) estimating a budget for the training program

12. Which of the following would most likely occur during the fourth step of
the ADDIE training process?
A) holding on-the-job training sessions
B) selecting employees for training
C) preparing online training materials
D) asking participants for feedback

13. What is the final step in the ADDIE training process?

A) evaluating the program's successes or failures
B) rewarding employees for program participation
C) conducting a budget and needs analysis
D) training the targeted group of employees

14.________ is a detailed study of the job to determine what specific skills the
job requires.
A) Needs analysis
B) Task analysis
C) Training strategy
D) Development planning
15. James, an HR manager, is currently identifying the specific knowledge and
skills required for a telemarketing position at Newman Enterprises. James
is most likely involved in which of the following?
A) task analysis
B) program evaluation
C) employee development
D) screening

16. Amy, an accounting supervisor, has been asked to provide training for her
subordinates about new tax laws. To motivate the individuals who attend
her training session, Amy should most likely do all of the following
EXCEPT ________.
A) use as many visual aids as possible during the session
B) provide an overview of the material to be covered
C) use new terminology and technical concepts
D) give information in logical, meaningful sections

17. Trainees should be provided adequate practice and be allowed to work at

their own pace during a training session to ________.
A) screen applicants based on ability
B) transfer skills more easily to the job
C) reduce training costs
D) determine appropriate pay scales

18. Which of the following consolidates information regarding required tasks

and skills in a format that helps determine training requirements?
A) training assessment form
B) task analysis record form
C) organizational skills sheet
D) work function analysis
19. Employers will most likely use all of the following methods to identify
training needs for new employees EXCEPT ________.
A) analyzing job descriptions
B) reviewing performance standards
C) questioning current job holders
D) conducting a work sampling

20. A graphic model that presents a precise overview of the knowledge, skills,
and behaviors someone would need to perform a job well is known as a(n)
________.
A) scatter plot
B) competency model
C) classification table
D) organizational chart

21. The process of verifying that there is a performance deficiency and

determining if such deficiencies should be corrected through training or
some other means is called ________.
A) needs analysis
B) training assessment
C) performance analysis
D) performance appraisal

22.Which of the following best describes the first step in a performance

analysis?
A) comparing a person's actual performance to the ideal performance
B) investigating employee-related customer complaints
C) evaluating supervisor performance reviews
D) conducting job knowledge assessments
23. Mark Caffrey, vice president of sales at Samson Pharmaceuticals, manages
a sales team of ten employees. Members of Mark's sales force vary in
experience level. Four members of the sales team have worked at Samson
for less than one year. The other six salespeople have been with Samson
anywhere from three to seven years. Mark recently received the annual
sales report and noticed that sales have been dropping steadily over the last
year. Mark is considering the idea of providing training to his sales team as
a way to boost sales.

Which of the following best supports the argument that the drop in
Samson's sales can be solved through training?

A) Attitude surveys sent to Samson personnel suggest that the firm's elimination
of year-end bonuses has angered many employees.
B) Recent studies suggest that sales of name-brand pharmaceuticals, such as
Samson, are dropping as more people are choosing to use generic drugs instead.
C) The rising costs associated with college recruiting have forced Samson to
hire sales associates through online job sites.
D) Members of the sales team have expressed that they do not fully understand
the benefits and side effects of the latest medications released by Samson.

Which of the following most likely undermines the argument that the drop
in Samson's sales can be solved through training?

A) The newest members of the Samson sales force are unfamiliar with the
procedures used by the firm to measure the effectiveness of new drugs.
B) Samson recently eliminated its long-standing policy of paying salespeople
commissions on top of base salaries, which angered employees.
C) Samson's most experienced salesperson retired after working at the firm for
more than twenty years.
D) Samson sales team members recently received their annual performance
appraisals.
All of the following questions are relevant to Mark's decision to implement a
training program for his sales team EXCEPT:
A) What methods are used for recruiting and interviewing individuals for sales
positions?
B) Does every salesperson understand what his or her performance standards are?
C) What tools are available to sales team members to help them work efficiently?
D) What were the results of attitude surveys distributed to the sales team?

24. Tyler, a new accounts representative at Martin Marketing, is learning the

job by actually doing job-related tasks such as contacting customers. Tyler
is most likely participating in ________.
A) on-the-job training
B) socialization
C) social learning
D) Modeling

25. Which of the following training methods is most frequently used by

employers?
A) job instruction training
B) apprenticeship training
C) on-the-job training
D) classroom training

34. All of the following are types of on-the-job training EXCEPT ________.
A) programmed learning
B) understudy method
C) special assignments
D) job rotation
35. Rebekah was hired soon after graduation and assigned to complete a
management trainee program. She will move to various jobs each month
for nine months. Her employer is utilizing the ________ form of training.
A) job rotation
B) understudy
C) job expansion
D) informal learning

36. Mario hopes to be promoted to the head of his department next year. In
the meantime, he has been assigned to spend a year as an assistant to the
current department head. Which type of training is most likely being used
in this example?
A) job rotation
B) job instruction
C) coaching method
D) informal learning

37. The on-the-job method of ________ involves giving lower-level executives

firsthand experience in working on actual problems.
A) coaching
B) informal learning
C) special assignments
D) programmed learning

38. John is doing a training method to learn a new job where there are
sequences of steps he is supposed to learn step-by-step. This method is
called:
A) task analysis
B) job instruction training (JIT)
C) informal learning
D) job rotation
39. A structured process by which people become skilled workers through a
combination of classroom instruction and on-the-job training is called
________.
A) job instruction training
B) programmed learning
C) apprenticeship training
D) coaching technique

40. Which form of on-the-job training usually involves having a learner study
under the tutelage of a master craftsperson?
A) programmed learning
B) mentoring
C) apprenticeship training
D) coaching

41. John is currently being trained on the job and is at the first step in the
OTJ process, which is:
A) showing the trainee how to do the task
B) verbalizing the steps of the task
C) checking to make sure the task was learned by the trainee
D) familiarizing the trainee with equipment, tools, and trade terms

42. When jobs consist of a logical sequence of steps and are best taught step-
by-step, the most appropriate training method to use is ________.
A) job instruction training
B) apprenticeship training
C) programmed learning
D) job rotation

43. With job instruction training, which of the following should most likely be
included beside each step listed?
A) sources for more information
B) any legal requirements
C) key points or guidelines
D) quality requirements
44. Which of the following is the primary advantage of lecturing as a method
of training?
A) motivational for employees
B) effective for informal learning
C) appropriate for large groups
D) requires limited preparation

45. Which of the following will most likely help a speaker improve the
effectiveness of a training lecture?
A) opening with a familiar joke
B) talking from a prepared script
C) watching the audience's body language
D) using exaggerated hand gestures to emphasize points

46. Which of the following is a systematic method for teaching job skills that
involves presenting questions or facts, allowing the person to respond, and
giving the learner immediate feedback on the accuracy of his or her
answers?
A) job instruction training
B) programmed learning
C) apprenticeship training
D) simulated learning

47. Which of the following is NOT an advantage of programmed learning?

A) Training time is significantly reduced.
B) Trainees can work at their own pace.
C) Trainees benefit from a skilled coach.
D) Trainees receive immediate feedback.

48. Which of the following terms refers to computer-based training systems

that adjust to meet each trainee's specific learning needs?
A) virtual learning systems
B) video-based simulations
C) multi-media training plans
D) intelligent tutoring systems
49. ________ training is a method in which trainees learn on actual or
simulated equipment but are trained away from the job.
A) Vestibule
B) Virtual-reality
C) Programmed
D) Job instruction

50. American Airlines uses flight simulators to train pilots about airplane
equipment and safety measures. This is an example of ________.
A) on-the-job training
B) vestibule training
C) virtual reality training
D) programmed learning

51. Which of the following involves a trainer in a central location teaching

groups of employees at remote locations over cable broadband lines or the
Internet?
A) audiovisual-based instruction
B) programmed learning
C) vestibule training
D) videoconferencing

52. Travel agents at Apollo Travel Services follow a computer program that
displays question prompts and dialogue boxes with travel policies as the
agent enters information about the consumer's travel plans. This is an
example of a(n) ________.
A) audiovisual-based training method
B) electronic performance support system
C) intelligent tutoring system
D) computer-based training module
53. _______ are special software tools that support Internet training by
helping employers identify training needs, and to schedule, deliver, assess,
and manage the online training itself.
A) Learning management systems
B) Intelligent tutoring systems
C) Computer simulations
D) Learning portals

54. Which of the following terms refers to a set of instructions, diagrams, or

similar methods available at the job site to guide the worker?
A) task analysis record form
B) position replacement card
C) skills sheet
D) job aid

55. United Airlines utilizes a checklist of things that pilots should do prior to
take-off and landing. This checklist is an example of a(n) ________.
A) job aid
B) skill sheet
C) work function analysis
D) electronic support system

56. Which of the following terms refers to a section of an employer's Web site
that provides employees with online access to job-related training courses?
A) virtual classroom
B) videoconferencing
C) job simulation
D) learning portal
57. Which of the following terms refers to a teaching method that uses special
collaboration software to enable multiple remote learners to participate in
live audio and visual discussions via a PC or laptop?
A) computer simulation
B) virtual classroom
C) intelligent tutoring system
D) learning portal

58. All of the following are literacy training methods used by employers
EXCEPT ________.
A) providing computerized simulations
B) assigning writing exercises to employees
C) holding math and reading classes at work
D) sending employees to adult education classes

59. ________ attempts to foster harmonious working relationships and to

develop cross-cultural sensitivity among the employees of a firm.
A) Adaptability screening
B) Multicultural simulation
C) Mandatory arbitration
D) Diversity training
60. What is the primary purpose of implementing a cross-training program at
a firm?
A) compiling skills records
B) creating a diverse environment
C) facilitating flexible job assignments
D) Assessing employee technical skills

61. All of the following are characteristics of most interactive training

programs, such as simulations, EXCEPT ________.
A) mastery of learning
B) responsive feedback
C) increased learning time
D) increased retention rate
62. Any attempt to improve managerial performance by imparting
knowledge, changing attitudes, or increasing skills is called ________.
A) human resource management
B) performance enhancement
C) management development
D) talent management

63. Which process involves assessing the company's strategic needs,

appraising the current performance of managers, and building skills of
managers?
A) management development
B) performance management
C) strategic management
D) management by objectives

64. All of the following are on-the-job training methods used for managerial
positions EXCEPT ________.
A) job rotation
B) action learning
C) case study method
D) understudy approach

65. Which of the following enables management trainees to work full-time

analyzing and solving problems in other departments?
A) management games
B) action learning
C) role playing
D) job rotation

66.According to Kurt Lewin, in order for organizational change to occur,

which stage must occur first?
A) unfreezing
B) moving
C) refreezing
D) freezing
67.Eric is in a group with five other management trainees at Coca-Cola. Eric's
group is competing against other management trainees at the firm in a
simulated marketplace. Each group must decide how much to spend on
advertising and how many products to manufacture over the next three
years.
In which of the following activities is Eric most likely participating?
A) on-demand learning
B) apprenticeship training
C) management games
D) behavior modeling

68. According to Kurt Lewin, all of the following should occur in the moving
stage of organizational change EXCEPT ________.
A) developing a vision
B) mobilizing commitment
C) consolidating gains
D) creating a leading coalition

69. ________ is an approach to organizational change in which the employees

formulate the change that's required and implement it.
A) Action research
B) Succession planning
C) Organizational development
D) Participative talent management

70. ________ means collecting data about a group, department, or

organization, and feeding the information back to the employees so they
can analyze it and develop hypotheses about what the problems might be.
A) Laboratory training
B) Action research
C) Group therapy
D) Diversity training
71. Which organizational development application involves methods like
performance appraisals, reward systems, and diversity programs?
A) human process
B) strategic applications
C) technostructural
D) human resource management
72. Which of the following is most likely NOT measured when evaluating a
training program?
A) what trainees learned from the program
B) participants' reactions to the program
C) overall organizational productivity
D) changes in on-the-job behavior

73. Which of the following terms refers to a formal method for testing the
effectiveness of a training program?
A) electronic performance monitoring
B) factor comparison method
C) controlled experimentation
D) performance management