Training The Workforce: Objective Questions

Chapter 8 – Training the Workforce
Chapter 8
Training the Workforce
OBJECTIVE QUESTIONS
1. Organizations face a number of important training issues such as:

a) How can training keep pace with a changing organizational environment?
b) How will training be funded?
c) Does our training meet EEO criteria?
d) Do we recruit experienced people or inexperienced people and train them?
e) All of the above
Answer: a E--Recall Page: 239
2. The goal of development is:

a) an immediate improvement in performance.
b) to prepare for future work.
c) to improve performance on the current job.
d) to develop key skills.
e) to improve performance by addressing deficiencies in knowledge.
Answer: b M--Recall Page: 240
3. Tortes and Cakes Corporation (TCC) is redesigning its work processes and wants to
tap into the new work technology. Most of the computer programs they will need
are quite complex, but TCC wants to computerize the entire business within 18
months. What kind of development should TCC use?
a) Diversity training
b) Cross-functional training
c) Development
d) Training
e) HR development
Answer: c C--Application Page: 240
4. Development is different from training in that development:

a) has a longer time frame than training.
b) focuses on the current job.
c) is narrow in scope.
d) has the goal of improved performance.
e) has a shorter time frame than training does.
Answer: a M--Integration Page: 240
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Part IV Employee Development
5. Training is distinct from development in that training:

a) seeks to enrich workers.
b) is organizationally focused.
c) is narrow in scope.
d) is broad in scope.
e) works with a short time frame.
Answer: c E--Recall Page: 240
6. The term “training” may have a negative connotation to many workers because:
a) training is often time consuming and ineffective.
b) they may feel that management is criticizing their skills and abilities, saying
they need training.
c) they underwent training before they were hired and the process seems
redundant.
d) organizations that implement training often have poor market shares.
e) all of the above
Answer: b M--Integration Page: 240
7. Training faces a number of challenges in its implementation, such as:

a) Are the facilitators adequately prepared?
b) Can we offer this training globally?
c) Can we motivate training participants?
d) How can we conduct accurate needs analysis?
e) Is training the solution to the problem?
Answer: e M--Recall Page: 241
8. Carson, a line manager at an office supply store, is receiving numerous complaints

about the cash register operators’ inefficiency and poor customer service. He wants
to institute a customer service training program for all retail workers as well as
retraining on cash register operation for register workers. He doesn’t realize,
though, that the reason for the decrease in register worker performance is that,
while all other workers in the company received a bonus last pay day, these
workers didn’t. The training goals that Carson has created:
a) will solve the problems.
b) will not solve the problems.
c) is not a good investment because register training is very expensive.
d) should be focused on cross-functional training rather than the areas he has
proposed.
e) none of the above
Answer: b M--Application Page: 241
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9. Having ambiguous training and development goals:

a) is best when designing a training or development program, since many people
can by stifled by following a stiff organizational procedure.
b) is best when designing a training or development program, but is often
unappreciated by managers and trainees.
c) guarantees program failure.
d) is less expensive than having specific goals.
e) encourages spontaneity in training and development sessions and is worth any
loss that may occur due to the lack of clarity within the program.
10. Shante is reviewing a training program for possible implementation. The program
addresses job-specific technical skills, but her needs assessment shows that
participants need general interpersonal and communication skills. In this case,
training fails to meet which of the following challenges?
a) Is it the solution?
b) Are goals clear and realistic?
c) Is it a good investment?
d) Will it work?
e) Can it be delivered globally?
Answer: b C--Application Page: 241
11. On average employers spent $_____ on training for each employee in 2004.
a) 300
b) 460
c) 595
d) 704
e) 920
Answer: e E--Recall Page: 241
12. Teamwork and diversity training are examples of:

a) training for which it is hard to evaluate the worth of the investment.
b) training for which it is difficult to set clear goals.
c) “hard” skills training.
d) training that traditionally does not work.
e) development-type training.
Answer: a M--Recall Page: 243
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13. To determine whether a training program will be worth its cost, a business should:
a) weigh the cost of the problem against the cost of eliminating it.
b) focus training on areas such as creativity and diversity.
c) develop an on-the-job training program and compare it with off-the-job training
programs of similar companies.
d) weigh the costs of a layoff against the costs of training.
e) examine its stock value.
14. Pamela works for a company that closely relates training with organizational goals.
They want to ensure that everything people learn matches and reinforces company
strategic goals. This company has met the training challenge of:
a) Is training the solution?
b) Are training goals clear and realistic?
c) Is it a good investment?
d) Will it work?
e) Can it be delivered globally?
Answer: d M--Application Page: 243
15. The example in the text of Men’s Wearhouse training programs shows that:
a) training programs are often cited as the cause of high employee turnover.
b) training is only effective in “soft” areas.
c) training is ineffective in the retail sector.
d) training may be an effective way to reduce the need for expensive security
devices.
e) short training programs, 2-5 days long, cannot change employee performance.
Answer: d C--Integration Page: 244
16. The training process can be broken into:

a) four phases: assessment, design, implementation, evaluation.
b) two phases: assessment and evaluation.
c) three phases: assessment, training, and evaluation.
d) five phases: organizational assessment, personal analysis, development,
conduct, and evaluation.
e) five phases: organizational analysis, task analysis, development, conduct, and
evaluation.
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17. Jen is examining the effectiveness and usefulness of a training program. She is in
the _____ phase of training.
a) development
b) conduct
c) needs assessment
d) facilitation
e) evaluation
Answer: e M--Application Page: 245
18. You have been asked to determine what kinds of problems should be addressed in
an upcoming training session. You will be performing:
a) a training evaluation.
b) a needs assessment.
c) task management.
d) a training development.
e) person analysis.
19. The training manager and production managers are discussing what type of training
would best meet the skill deficiency they have identified among the production
workers. This discussion shows that the training process is in the:
a) needs assessment phase of the training cycle.
b) development and conduct phase of the training cycle.
c) evaluation phase of the training cycle.
d) recognition phase of the training cycle.
e) feedback phase of the training cycle.
20. If Conway is looking at an organization’s mission, long- and short-term goals,

business environment, etc., as part of a training assessment, he is conducting a(n):
a) organizational analysis.
b) task analysis.
c) person analysis.
d) evaluation of effectiveness.
e) assessment of necessary knowledge, skill, and abilities.
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21. An HR professional is reviewing line workers’ performance appraisals to determine

training needs. This is a(n) ________ analysis.
a) organizational analysis
b) task analysis
c) person analysis
d) evaluation of effectiveness
e) assessment of necessary knowledge, skill, and abilities
22. Conducting an organizational analysis prior to designing and implementing a

training program tells the HR professional the:
a) degree of need for the training.
b) key dimensions of the job for which the training is designed.
c) overall support for the training.
d) performance deficiencies that should be addressed in the training.
e) knowledge, skills, and abilities to be developed by the training.
Answer: c C--Integration Page: 246
23. The HR professional conducts a task analysis in order to:

a) determine what training relates to the job performance.
b) determine the need for the training.
c) find out if the individuals affected by the training need it.
d) determine what alternatives are available if training is too costly.
e) determine how well employees are carrying out the tasks that make up the job.
24. Kristy is translating the duties and tasks of a set of jobs into the knowledge, skills,
and abilities required to perform the job. This translation effort is part of any:
a) organizational analysis.
b) personal needs analysis.
c) task analysis.
d) evaluation of a training program.
e) level of needs analysis.
Answer: c M--Application Page: 246
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25. When conducting a person analysis, HRM often examines ____ to discover
patterns of performance deficiencies.
a) the task analysis
b) performance appraisals
c) job analysis
d) managers’ subordinate reviews
e) customer survey data
Answer: b E--Recall Page: 246
26. Training is effective only:

a) when it is focused on areas that are controllable by employees.
b) when it is more costly than the problem itself.
c) during times of economic downturn.
d) when company morale is high.
e) when the goals for the graining are left open.
27. Which of the following problems would be solvable through training? Customer
staff who:
a) spend too much time “visiting” with customers on the phone.
b) provide incorrect information.
c) miss calls because the computer answering system hangs up too soon.
d) don’t care about the customer.
e) aren’t able to handle a high volume of calls.
28. Objectives for a training program:

a) don’t need to be content specific.
b) should take into consideration the cost of the program.
c) should be stated in terms of employee traits.
d) should be related to the KSAs identified in the task analysis.
e) are relatively unimportant as long as care is exercised in participant selection.
Answer: d M--Recall Page: 246
29. The best type of training objectives is those that are:

a) behavior based.
b) trait based.
c) outcome based.
d) generic in nature.
e) somewhat ambiguous and conceptual.
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30. Which of the following is the best example of appropriate training objectives?
a) Managers will be friendly after participation in this interpersonal skills training.
b) Managers will be more aware of cultural diversity issues.
c) Managers will understand the ramifications of EEO law.
d) A manager will be able to conduct personal problem-solving interviews.
e) A manager will be able to listen to an employee, summarize the key points the
employee makes, provide feedback related to the issue, and not attack the
employee.
Answer: e C--Integration Page: 246
31. The best training to ensure maximum transfer of learning to the job is:
a) computer-aided training.
b) simulation-based training.
c) off-the-job training.
d) classroom training.
e) on-the-job-training.
32. The major form of entry-level training in Europe is:

a) classroom.
b) computer based.
c) off-the-job.
d) apprenticeships.
e) job rotation.
33. A kind of on-the-job training (OJT) that many college students are required to
perform as part of their degree programs is:
a) apprenticeships.
b) internships.
c) job rotation.
d) job enrichment.
e) task analysis.
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34. Sherice is working for a luthier—a violin maker. She learns the craft and
anticipates becoming a luthier herself one day. Sherice is:
a) an apprentice.
b) being exploited.
c) receiving off-the-job training.
d) all of the above
Answer: a E--Application Page: 247
35. An important disadvantage of OJT training is that:

a) those who can perform the job may not be able to teach others how to do the
task.
b) it is the most expensive type of training to conduct.
c) it tends to have the least transferability of learning the actual job.
d) trainees may take it as time away from work and not learn a lot.
e) there are significant costs in terms of management time.
Answer: a C--Integration Page: 248
36. You are planning EEO training for middle managers. You want to eliminate
distractions and maximize retention. Your best choice of a presentation format
would be:
a) OJT.
b) job rotation.
c) transfer of managers among functions to gain cross-functional experience.
d) off-the-job training.
e) mentoring by an experienced upper-level manager.
Answer: d E--Recall Page: 248
37. The variability of quality and content of OJT between businesses:

a) is a benefit of OJT because it automatically increases a diversity of abilities.
b) makes it difficult for managers to judge the skill level of workers who come
from other organizations.
c) makes OJT undesirable in most cases.
d) makes OJT the best choice of training for most organizations.
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38. Which of the following is a presentation technique that is common in training?

a) Role playing
b) Virtual reality
c) Computers
d) All of the above
e) None of the above
39. You are reviewing various ways to deliver EEO law training to about 400
managers. Managers need exposure to the material, and consistency of delivery is
your key concern. Your best choice is the use of ___ for delivery.
a) OJT training
b) slides and videotape
c) lecture
d) role play
e) a simulation
40. You have a number of new hires that need to learn about the company benefit plan.
They are spread throughout six offices in different states across the country.
Employees typically ask a number of questions about benefits regardless of the
clarity of explanations by trainers. The best presentation option in this situation
would be:
a) videotape.
b) teletraining.
c) computer-based training.
d) VR-based training.
e) classroom-based training.
Answer: b E--Application Page: 248
41. Employees in your central office need training on their cafeteria-style benefits plan.
Employees can adapt the benefits plan to their personal preferences. You need a
consistent, standardized, self-paced, individualized mode of delivery. Your best
choice would be:
a) lecture.
b) role play.
c) computer presentation.
d) a slide or videotape show.
e) classroom instruction.
Answer: c C--Application Page: 249
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42. You need an individualized, low-cost, standardized, and easily distributed training
process for employees. Your best choice of presentation option is:
a) computer programs.
b) classroom training.
c) any simulation.
d) slides or videotape.
e) lecture.
Answer: a M--Application Page: 249
43. Law enforcement agencies’ use of Firearms Training Systems, with its
microcomputer and video screen, to train police officers is an example of:
a) computer-based training.
b) the use of role-play.
c) simulations.
d) OJT training.
e) the mixture of media available for classroom instruction.
Answer: c M--Recall Page: 250
44. Sam is training a bomb squad to defuse bombs. Today’s bombs are very complex.
The equipment he is using for the training is hard to get and very expensive, and
obviously, mistakes are only made once. The best way to deliver this training
would be:
a) to use a simulation.
b) to use a computer.
c) classroom training.
d) OJT with real bombs, with low explosive charges in them.
e) videotape and slides.
Answer: a E--Application Page: 251
45. The example of the CathSim, created by HT Medical, is a type of _____ training
that helps nurses learn to give shots.
a) OJT
b) virtual reality
c) simulation
d) role-playing
e) customer service
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46. Tasks that require rehearsing, working from a remote location, or visualizing
objects or processes not usually available, are most effectively trained with:
a) computer-based training.
b) a simulation.
c) role play, off-site.
d) videotape combined with lecture.
e) virtual reality.
47. As shown by the study of the forestry students in Alvdalen, Sweden and employees
at Motorola, virtual reality training:
a) cannot meet the level of training that OTJ training provides.
b) does not produce as confident and productive workers as OTJ training.
c) tends to produce employees who are nervous and dangerous when confronted
with the reality of the job.
d) may produce employees who are less anxious and more confident than
employees who are provided with OTJ training.
e) may cause trainees to learn more slowly than they would with OTJ training.
Answer: d M--Integration Page: 252
48. The use of lecture in classroom instruction is often viewed as:

a) the most versatile presentation format by training experts.
b) boring by participants.
c) the easiest and quickest way to update any presentation method.
d) out-of-date due to the extensive use of computers in training.
e) the most expensive form of training presentation.
49. ___ is the most common type of training conducted in companies today.
a) Literacy training
b) Diversity training
c) Cross-functional training
d) Skills training
e) Team training
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50. Erin is setting up a skills training program. Which of the following would be a
good focus for the program?
a) Giving employees the ability to perform a specific task or perform a specific
job
b) Helping employees keep pace with changing job requirements
c) Teaching employees to perform various jobs in other skill areas by providing
job rotation and peer trainers
d) Helping employees brainstorm and rely on their creative resources
e) Teaching employees about cultural and gender differences in order to create a
more friendly working environment among diverse employees
Answer: a M--Application Page: 253
51. An accounting firm discovers that its junior accountants are not properly
completing IRS forms on the new computer system when preparing customers’
income taxes. This problem can best be resolved through:
a) literacy training.
b) retraining.
c) skill training.
d) motivational training.
e) creativity training.
Answer: c E--Application Page: 253
52. The needs analysis that the IBM project team in the text conducted identified phone
call mishandling as _____ problem.
a) a skill
b) a creativity
c) a clarity of goals
d) a poor supervision
e) not a training
53. IBM's program offers several lessons including:

a) needs assessment should begin with all three levels at one time.
b) building commitment is the most important step in some situations.
c) using a single standardized training package to ensure consistency.
d) using current practitioners adds credibility to the training.
e) all of the above
Answer: b C--Integration Page: 254
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54. Research shows that when it comes to retraining:

a) it only helps employed workers who need to be updated in their fields.
b) it is becoming the largest form of training offered by companies.
c) companies often neglect it even when upgrading equipment.
d) it is the least expensive with the greatest payoff of any type of training.
e) often also requires motivational training at the same time.
55. The majority of retraining focuses on:

a) cross-functional teams.
b) knowledge.
c) literacy.
d) skills.
e) motivation.
56. Retraining is often necessary when job requirements change and employees must
learn how to perform new duties. With the change to automation in many
businesses:
a) retraining is often unnecessary since automation generally requires less-skilled
workers.
b) companies don’t feel the need to upgrade employees’ skills, as the technology
makes up for a limited skill base.
c) more highly skilled workers are often needed.
d) diversity training is increasingly important.
57. _____ prepares workers to be able to quickly change jobs, help where needed, and
respond rapidly to change within their respective companies.
a) Cross-functional training
b) Skills training
c) Team training
d) Retraining
e) Peer training
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58. Cross-functional training has a number of advantages for most companies,

including:
a) being widely accepted by most managers, therefore making it relatively easy to
get people to participate.
b) being the least expensive training to conduct.
c) preparing employees for promotions.
d) increasing employee versatility and adaptability.
e) better team problem solving.
Answer: d C--Integration Page: 256
59. Cross-functional training may be accomplished by:

a) apprenticeships.
b) job redesign and enrichment.
c) peer trainers.
d) using computers and simulations.
e) team training.
60. Cross-functional training poses numerous advantages, including:

a) increasing independence in team members.
b) increasing the likelihood of promotion for participants.
c) being the lowest cost type of training.
d) eliminating the need for trainers.
e) reducing the need for supervision.
61. One difficulty that businesses considering cross-functional training may come up
against is:
a) finding motivated, dependable trainers who are able to teach others.
b) that the career limitations cross-functional training can place on an employee
make it undesirable for most workers.
c) that there is no effective way to choose effective trainers.
d) that there is little evidence that cross-functional training is a good investment,
and therefore most company presidents won’t authorize the training.
e) all of the above
Answer: a C--Integration Page: 256
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62. Ronnie is a 52-year-old worker in a manufacturing company. The company’s

management will be implementing a cross-functional training program within the
next month. It is likely that Ronnie will:
a) not be able to diversify his skills even with the training.
b) take a longer time to master new skills than younger employees.
c) be more familiar with the ins and outs of the company and will therefore be a
quicker study than younger workers.
d) be exempt from the training.
e) receive little benefit from the training.
Answer: c M--Application Page: 256
63. Team training focusing on how teams work together is training on:
a) operating skills.
b) group processes.
c) creative thinking.
d) diversity.
e) cross-functional operations.
64. Team training efforts:

a) should focus on job content.
b) emphasize flexibility.
c) need to emphasize independence of team members.
d) recognize that team goals and individual goals must align.
e) provide workers with an opportunity to fill in for each other and perform other
tasks.
65. Which of the following is true of team training?

a) The training should emphasize the independence of the team members.
b) Team training should focus on instructing team members on content tasks that
relate to how the members function as a team.
c) Team training should focus on instructing team members on group processes
that relate to the specific team goals.
d) Little is known about how to train teams most effectively.
e) One goal of team training is to convince team members that team goals and
individual goals are closely linked.
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66. Kira wants to help her employees to “think out of the box” and solve daily
production problems more effectively. What kind of training may help?
a) Diversity training
b) Literacy training
c) Creativity training
d) Cross-functional training
e) Customer service training
67. Creativity training:

a) tends to focus on the imaginative and neglect the practical.
b) has few critics.
c) cannot be evaluated for effectiveness.
d) tends to solve more problems for companies than any other type of training.
e) is fading in the training world and is used less and less every day.
68. While creativity training is becoming increasingly popular among large businesses,
critics maintain that:
a) most employees do not enjoy creativity training and that it only works to instill
a distaste for training among most workers.
b) in order to increase the effectiveness of creativity training, it needs to be
focused on “hard” skills rather than “soft” skills.
c) diversity training would work just as well and meet the same goals at less
expense to the companies.
d) creativity training is a scam and a fad which will be debunked by future
research.
e) teaching creativity may make employees feel good, but is unlikely to produce
lasting results.
Answer: e M--Integration Page: 258
69. ____ is one effort by businesses to address serious deficiencies in basic skills
among new employees.
a) Computer training
b) Skills training
d) Retraining
e) Literacy training
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70. You have asked the HR department at your company to design a program through
which new employees who have poor literacy will be trained in such a way that that
they will at least be able to perform their respective job duties. The HR department
will likely suggest a:
a) general literacy program.
b) functional literacy program.
c) pre-literacy program.
d) reading comprehension course.
e) cross-functional literacy program.
71. Which of the following is a common basic skills program used to train employees?
a) Company in-house programs
b) Company/local school programs
c) Company/local or state government programs
d) All of the above
72. For diversity training to be successful, programs should:

a) work for deep recognition and tolerance of differences between different
groups.
b) encourage a narrow view of diversity.
c) focus on individual strengths and weaknesses.
d) focus the training on white males.
e) all of the above
73. Crisis training may:

a) focus on prevention.
b) include stress management.
c) deal with conflict resolution.
d) involve team building.
e) all of the above
Answer: e M--Recall Page: 259-260
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74. Crisis management is:

a) limited by the fact that it is only a reactive strategy.
b) also beneficial for preventing crises.
c) not focused on the human element of crises.
d) generally ineffective and hardly worth the expense to the business.
e) limited primarily to small businesses.
75. You have been asked to help create a customer service training program for
employees of AAS, Inc. Which of the following would you suggest be included in
the training?
a) Literacy assessment
b) The establishment of customer service philosophies and standards
d) Training on how to respond to crises
Answer: b E--Application Page: 260
76. A training manager is reviewing how well a training program met its objectives.
This review represents the _____ phase of the training cycle.
a) needs assessment
b) development and design
c) implementation
d) skill
e) evaluation
77. The effectiveness of a training program can be measured:

a) in monetary terms.
b) in non-monetary terms.
c) by how well it addressed the needs it was designed to address.
d) a and c
e) all of the above
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78. Employee training is affected by legal regulations, as are most of HR related issues:
a) but there is no clear president for litigation based upon training and
discrimination.
b) and equal opportunity and anti-discrimination laws are just as important in
employee training as they are in employee selection.
c) though training processes can’t be proven to be discriminatory.
d) and more litigation is related to employee training than employee selection.
e) all of the above
79. The most important training opportunity for an employee is:

a) retraining during his/her career.
b) cross-functional training to expand opportunities for lateral moves within the
company.
c) skill enhancement training.
d) orientation.
e) creativity training.
80. Orientation differs from socialization in that:

a) orientation is often a short-term program while socialization is a longer process.
b) socialization is often a short-term program while socialization is a longer
process.
c) orientation is divided into three phases: the anticipatory phase, the encounter
phase, and the settling-in phase.
d) orientation is more valuable than socialization.
e) socialization is more expensive than orientation.
81. Layne has noticed high turnover among recent hires at her company. During exit
interviews, several employees said that their job responsibilities simply weren’t
what they had expected and that this was their basis for leaving. In order to avoid
this kind of problem in the past, Layne should:
a) revamp employee orientation.
b) initiate a realistic job preview program.
c) provide diversity training.
d) provide cross-functional training to provide workers with a wider range of
responsibilities.
e) all of the above
Answer: b C--Application Page: 263
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82. During the _____ of socialization, workers begin to feel like a part of the
organization where they work.
a) anticipatory phase
b) realistic job preview phase
c) encounter phase
d) settling-in phase
e) separation phase
CASE QUESTIONS
Case 8.1
A manager wants you to develop training that will improve employee performance. You
begin by asking the manager and his boss some questions. You find that employees are
given specific assignments but may be pulled off one task and put on a higher priority
one with little warning. You ask the manager what the problem seems to be. He says
people aren’t getting their work done. He wants more productivity with fewer errors, but
he can’t explain any more thoroughly than that. You talk with employees and discover
that they receive their work assignments for the day at the beginning of the shift. Then,
the boss makes special requests during the day, and the employees are reassigned from
their current project to take care of those requests. This tends to slow everyone else
down.
83. Refer to Case 8.1. Your investigation of the employees’ performance revealed that:
a) training really is not the solution.
b) training would be a good investment.
c) the goals for training are clear.
d) training will work.
e) VR is the best training method to use.
Answer: a Challenging Page: 240
84. Refer to Case 8.1. The discussions with the managers and employees are an
example of:
a) developing the training.
b) stating the problem in behavioral terms.
c) conducting a needs analysis.
d) setting performance goals.
e) evaluating the training.
Answer: c Moderate Page: 245
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85. Refer to Case 8.1. The basic performance problem here is:
a) a lack of skill.
b) a need for retraining.
c) a lack of motivation.
d) beyond the employee’s control.
e) poor choice of a training method.
Answer: d Challenging Page: 246
86. Refer to Case 8.1. The questions being asked represent what level of needs
assessment?
a) Organizational
b) Managerial
c) Task
d) Person
e) System
Answer: d Moderate Page: 245-246
Case 8.2
Aysha’s HRM training development team is about to launch a company-wide needs
assessment. The company wants to increase innovation and customer service. Therefore,
they want to know what she can do to help them, and in turn, she needs to know where
the employees are in regard to these two issues.
Aysha wants to know the fit between the company’s current organizational culture and
mission and the new vision. The company’s 200 customer service representatives have
been identified as one of the starting points in meeting the second part of the company’s
new emphasis.
In the initial assessment, Aysha discovers that a large percentage of customer service
errors come from representatives who simply do not remember all the different pricing
programs and changes in policy.
87. Refer to Case 8.2. To answer her first question, Aysha’s needs assessment should
begin with:
a) a skill analysis of the customer service representatives.
b) a task analysis of the customer service representative’s job.
c) an organizational analysis.
d) task analysis of selected jobs.
e) job analysis of key jobs impacting innovation and customer service.
Answer: c Moderate Page: 245
272
88. Refer to Case 8.2. To address the customer service representatives’ problems, the
needs analysis should being with a(n):
a) job analysis.
b) task analysis.
c) organizational analysis.
d) personal analysis.
e) manager’s peer review.
Answer: b Moderate Page: 246
89. Refer to Case 8.2. It seems that the majority of customer service problems could be
addressed with:
a) skills training.
b) retraining.
c) cross-functional training.
d) better management practices, not training.
e) job aids rather than training.
Answer: e Challenging Page: 260
Case 8.3
As an operations manager, Tim is working with HRM to develop a training program for
new machinery operators. The products he makes are expensive, orders are time
sensitive, and minor flaws or errors can scrap an entire product.
In another part of the plant, employees work as a team and need to be able to perform
various functions in the assembly of the product.
90. Refer to Case 8.3. The best training location for Tim’s machinery operators would
be:
a) OJT.
b) job rotation.
c) off-the-job.
d) internships.
e) virtual reality.
Answer: c Easy Page: 248
273
91. Refer to Case 8.3. The presentation option for Tim’s machinery operators would
be:
a) teletraining.
b) videotapes.
c) VR.
d) computer based.
e) simulations.
92. Refer to Case 8.3. The best type of training for Tim’s assemblers would be:
a) cross functional.
b) skills training.
c) retraining.
d) creativity training.
e) simulations.
Answer: a Moderate Page: 256
Case 8.4
The HRM department is putting together a multi-step training program to help managers
appraise their employees’ performance. There will be training on EEO law, the company
system and forms, how to conduct an interview, the most common questions managers
and employees ask, and the company’s answers.
When training managers about EEO law, HRM’s key concern is consistency and
repeatability. They want managers to be able to review the material after the training and
just before they conduct any performance appraisal.
Due to time constraints, they want to minimize the time spent in large group meetings,
but they need a way to walk managers through company forms and systems. Because of
rapid change in this area, HRM wants to be able to update easily and quickly.
Due to some very bad past legal experiences, HRM wants to be certain that every
manager can conduct a performance appraisal properly and has done at least one good
appraisal interview under supervision. Also, since employees and managers always ask a
number of questions about the process, HRM wants to make certain that those questions
are answered and that managers remember them.
Finally, a recent situation where a disgruntled employee came back to her manager and
threatened him with a gun has management demanding training on how to handle such
threats. While the incident rate is low, obviously an error in judgment in this kind of
situation can have terrible consequences.
274
93. Refer to Case 8.4. The best presentational format for addressing the time and
pacing considerations would be:
a) classroom lecture.
b) computers.
c) videotape.
d) simulation.
e) role play.
94. Refer to Case 8.4. To ensure that all forms remain current, HRM should consider
using a(n) ____ format for delivery of this training.
a) videotape
b) classroom
c) job aid
d) computer
e) OJT
Answer: d Moderate Page: 249
95. Refer to Case 8.4. HRM’s concern over the bad experiences should guide them to
using ___ when they train managers on how to conduct an appraisal interview.
a) a textbook
b) slides or videotape
c) computers
d) simulation
e) role play
Answer: e Moderate Page: 253
96. Refer to Case 8.4. The incident with the disgruntled employee has caused HRM to
add a component to their training session. The best delivery format for this training
would be:
a) a simulation.
b) role play.
c) using a computer.
d) classroom discussion.
e) videotape.
Answer: a Challenging Page: 250-251
275
Case 8.5
RightChoice is a computer retailing company. It is very popular with employees because
of flexible shifts, rotating job schedules, and the lenient policies regarding time off for
family care. This also makes employee cohesiveness very important because sometimes
employees will be called to work on days off or pulled off of another job in order to help
in a different department. Though this may be a difficulty for a larger business, the
atmosphere and benefits that come with such flexibility are appreciated by employees.
The application process includes a brief interview and a short test to determine whether
applicants have mastered basic literacy skills. During the most recent hire cycle,
RightChoice found that some applicants who desired retail and customer service
positions had not mastered basic reading, writing, and arithmetic. In response,
RightChoice garnered the assistance of a local community college, along with some
middle and upper-level managers in providing training to the new employees to give
them the necessary skills in performing their jobs.
After this hire, Lexi, an upper-level manager suggests that the new employee
socialization process should consist of a short-term program that explains to the
employees their job position and its place in the company, and a tour of the business.
97. Refer to Case 8.5. Because of RightChoice’s flexible approach to employee

scheduling, many workers have changing work schedules and they often help one
another in various job operations or work in job rotation. In order to train new
employees for this type of working environment, the company should implement:
a) diversity training.
b) cross-functional training.
c) customer service training.
d) 360º feedback.
e) all of the above
Answer: b Challenging Page: 256
98. Refer to Case 8.5. One part of the interview and application process at RightChoice
is to determine:
a) the applicant’s general literacy.
b) the applicant’s literacy.
c) the applicant’s functional literacy.
d) education level.
e) intelligence.
276
99. Refer to Case 8.5. The literacy training that RightChoice provides its employees is
focused on:
a) teaching day-to-day reading.
b) teaching employees to read at a fourth-grade reading level.
c) helping employees to master basic skills.
d) providing employees with functional literacy.
e) all of the above
Answer: d Moderate Page: 259
100. Refer to Case 8.5. Lexi’s suggestion for the socialization program of RightChoice:
a) is inappropriate. All interaction between recent and past hires should be
spontaneous and unplanned.
b) will be sufficient to help the new employees become effective workers.
c) appears to be more of an orientation program than a socialization strategy.
d) is insufficient. A socialization program should include providing new
employees with realistic expectations before they begin working, and ends only
once the new workers begin to feel like part of the organization.
e) c and d
TRUE/FALSE QUESTIONS
101. Johnson Controls’ Team Rally was an effective way to keep training current and
improving employees’ use of their current systems.
Answer: True Easy Page: 239
102. Training is concerned with promoting the skill depth and versatility in the
workforce.
Answer: False Moderate Page: 240
103. To enable employees to meet future company expectations, HR should implement

employee development.
Answer: True Challenging Page: 240
104. The term “training” has a distinctly positive connotation for most employees.
105. Companies spent $820 per employee on training in 2004.
277
106. Training effectiveness should be measured in terms of the impact on the bottom
line.
107. Training’s effectiveness is independent of its alignment with corporate goals.
108. The training process is composed of two phases: (1) needs assessment and (2)
development and conduct of training.
Answer: False Easy Page: 245
109. Task analysis is the step of needs analysis that answers the question, “How do we
do things around here?”
Answer: False Challenging Page: 246
110. Tommy is examining his company’s business climate and short-term and long-term
goals as preparation for implementing a training program. He is performing a
business analysis.
111. It is good for training objectives to relate to the KSAs of the job, but it is not
necessary.
112. Training objectives should be stated in behavioral terms whenever possible.
113. Job rotation and apprenticeships are forms of on-the-job training.
Answer: True Moderate Page: 247
114. Off-the-job training is more costly for companies than on-the-job training.
115. Teletraining consists of employees and managers commuting to off-site job-training

areas.
278
116. A drawback of computer-based training includes the fact that most computer
training is more costly than classroom training.
117. Simulations are a very effective form of off-the-job training.
118. The best types of jobs for use of VR training are those that require practice,
visualizing, and working from a remote location.
119. Research has shown that students who receive virtual reality training generally are
much more nervous and dangerous when they perform their duties than are students
who receive hands-on training.
120. Classroom instruction consists solely of lectures and academic exercises in

employee training and development.
121. The most common type of training is customer service training.
122. The introduction of automation into the workplace often results in improved skills
required to perform a job.
Answer: True Challenging Page: 255
123. The need for generalists with an ability to change job assignments quickly, respond
to rapidly changing conditions, and to help out where needed has increased the
need for retraining.
124. Cross-functional training involves training employees to perform operation in areas

other than their assigned jobs.
279
125. Little is known about how to train teams effectively.
126. Training effectiveness can be measured in either monetary or nonmonetary terms.
127. Level 4 of Garrett Engine Division’s evaluation process focuses on monetary

benefit or ROI to the company.
128. A company may discriminate in its training processes since these are internal
matters that do not significantly impact an individual’s career.
Answer: False Easy Page: 262
129. Employee orientation training reduces employee stress.
SHORT ANSWER QUESTIONS
130. The process of providing employees with specific skills or helping them correct
deficiencies in their performance is referred to as _______.
Answer: training Easy Page: 240
131. _______ is an effort to provide employees with the abilities the organization will
need in the future.
Answer: Development Moderate Page: 240
132. A(n) _______ is a device or situation that replicates job demands at an off-the-job
site.
Answer: simulation Moderate Page: 250
133. _______ is the use of a number of technologies to replicate the entire real-life
working environment in real time.
Answer: Virtual reality (VR) Moderate Page: 252
280
134. External sources of information that workers can access quickly when they need
help in making a decision or performing a specific task are referred to as _______.
Answer: job aids Easy Page: 255
135. _______ is training employees to perform operations in areas other than their
assigned job.
Answer: Cross-functional training Moderate Page: 256
136. High-performing workers who double as internal on-the-job trainers are called
_______.
Answer: peer trainers Moderate Page: 256
137. A creativity training technique in which participants are given the opportunity to
generate ideas openly, without fear of judgment is referred to as _______.
Answer: brainstorming Moderate Page: 257
138. _______ is the mastery of basic skills.
Answer: Literacy Easy Page: 258
139. _______ is the process of informing new employees about what is expected of them
in the job and helping them cope with the stresses of transition.
Answer: Orientation Easy Page: 263
140. Realistic information about the demands of the job, the organization’s expectations
of the job holder, and the work environment is called a(n) _______.
Answer: realistic job preview (RJP) Moderate Page: 263
ESSAY QUESTIONS
141. Over lunch a friend asks your advice about training and development for her
company. She especially wants to understand the difference between training and
development. Explain differences between training and development to your friend.
Answer:
Summary of suggested answer - Training focuses on immediate improvement of
job performance. Development is used to broaden employees for long-term payoff.
See Figure 8.1, page 260 for the differences in focus, scope, time frame, and goal.
Moderate Page: 240
281
142. Discuss four major challenges or questions managers must answer in training.
Name each and explain them.
Answer:
Summary of suggested answer –
 Is training the solution to the problem?--Managers need to be certain the
performance is training related.
 Are the goals of training clear and realistic?--Managers need to use appropriate
criteria and set specific measurable goals.
 Is training a good investment?--How will the benefits be measured against the
costs of the training?
 Will the training work?--Is there an environment and culture to support the
training?
Challenging Page: 241-243
143. The training process must be managed in three distinct phases. Name and give an
example of each of them.
Answer:
Summary of suggested answer - The three phases are needs assessment,
development and conducting of the training, and evaluation of the training.
Needs assessment can be conducted at one of three levels.
 Organizational--looks at culture, mission, business climate, and structure of the

organization.
 Task--looks at the duties and tasks of the job. What needs to be trained.
 Personal--tells you how well people are doing the job and if training is needed.
It focuses on determining the KSAs desired. Clarifying of objectives is done in
this stage.
Development and conducting of the training involves choice of location,
presentation, and type options.
Evaluation is the assessment of the training’s effectiveness. Can be done with pre-
or post-testing, with control groups, etc. This phase is the one most often neglected.
Challenging Page: 245
282
144. You are developing a training program and trying to choose between OJT and off-
site-training. Review the nature and strengths and weaknesses of each type to help
you choose.
Answer:
Summary of suggested answer - OJT--when teaching how to do a job. Easily
transferable, but mistakes impact customers. Could be done through job rotation,
apprenticeship, internship, etc. Off-the-job training may involve simulations,
formal courses, or role playing. It provides an atmosphere conducive to learning,
avoids distractions and interruptions, but may be more difficult to translate back to
the job.
Moderate Page: 247-248
145. Discuss the benefits and drawbacks of computer-based training.
Answer:
Summary of suggested answer -
Benefits
 More cost effective than classroom training
 More time efficient than other types of training
 Computer-based training can be focused on specific skills.
 It allows employees to progress at their own pace.
 It doesn’t hamper business productivity.
Drawbacks
 Many programs don’t assess employee progress, so the employer can’t measure
the employees’ skill level.
 Many programs lack a mechanism that provides feedback to employees to help
them determine what they have actually learned.
283
146. Your text explains nine types of training. Choose four; explain the importance of
each--why you chose it, and its nature.
Answer:
Summary of suggested answer - Students should choose from skills, retraining,
cross-functional, team, creativity, literacy, diversity, crisis, and customer service.
Their justifications should reveal the central purpose of the type of training.
Best choices- Skill is important because it is foundational and most common.
Retraining is key because of the dynamic nature of business and it is important to
keep up with the market. Cross-functional and teams are both important because of
the increasing use of groups/teams in the workforce. Over 50% of U.S. companies
will be using teams by the year 2000. Customer service is becoming critically
important as TQM and focus on the customer becomes the norm. Diversity training
is important because of the growing diversity in the workforce and the globalization
of business, but its effectiveness is questionable.
Weaker choices- Literacy could be very important, or not at all, depending on the
nature of the company and its labor pool. While illiteracy costs companies billions,
it’s still a smaller portion of training programs. Creativity training inspires
innovation but its value and effectiveness is not clear. Crisis training again depends
on the nature of the business and its environment.
284

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Training The Workforce: Objective Questions

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Chapter 8 – Training the Workforce

1. Organizations face a number of important training issues such as:

Answer: a E--Recall Page: 239

2. The goal of development is:

Answer: b M--Recall Page: 240

Answer: c C--Application Page: 240

4. Development is different from training in that development:

Answer: a M--Integration Page: 240

5. Training is distinct from development in that training:

Answer: c E--Recall Page: 240

Answer: b M--Integration Page: 240

7. Training faces a number of challenges in its implementation, such as:

Answer: e M--Recall Page: 241

8. Carson, a line manager at an office supply store, is receiving numerous complaints

Answer: b M--Application Page: 241

9. Having ambiguous training and development goals:

Answer: c E--Recall Page: 241

Answer: b C--Application Page: 241

Answer: e E--Recall Page: 241

12. Teamwork and diversity training are examples of:

Answer: a M--Recall Page: 243

Answer: a M--Recall Page: 243

Answer: d M--Application Page: 243

Answer: d C--Integration Page: 244

16. The training process can be broken into:

Answer: c E--Recall Page: 245

Answer: e M--Application Page: 245

Answer: b M--Application Page: 245

Answer: b M--Application Page: 245

20. If Conway is looking at an organization’s mission, long- and short-term goals,

Answer: a E--Recall Page: 245

21. An HR professional is reviewing line workers’ performance appraisals to determine

Answer: c E--Recall Page: 246

22. Conducting an organizational analysis prior to designing and implementing a

Answer: c C--Integration Page: 246

23. The HR professional conducts a task analysis in order to:

Answer: a M--Recall Page: 246

Answer: c M--Application Page: 246

Answer: b E--Recall Page: 246

26. Training is effective only:

Answer: a E--Recall Page: 246

Answer: b M--Integration Page: 246

28. Objectives for a training program:

Answer: d M--Recall Page: 246

29. The best type of training objectives is those that are:

Answer: a E--Recall Page: 246

Answer: e C--Integration Page: 246

Answer: e M--Recall Page: 247

32. The major form of entry-level training in Europe is:

Answer: d M--Recall Page: 247

Answer: b M--Integration Page: 247

Answer: a E--Application Page: 247

35. An important disadvantage of OJT training is that:

Answer: a C--Integration Page: 248

Answer: d E--Recall Page: 248

37. The variability of quality and content of OJT between businesses:

Answer: b E--Recall Page: 248

38. Which of the following is a presentation technique that is common in training?

Answer: d E--Recall Page: 248

Answer: b E--Recall Page: 248

Answer: b E--Application Page: 248

Answer: c C--Application Page: 249

Answer: a M--Application Page: 249