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Chapter 08 - Training and Development
8-9
© 2013 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in
any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
39. You have been assigned to develop a training program for newly hired first-line sales
managers to cover such topics as company policies and procedures, handling customer
complaints, and motivating sales personnel. Which of the following is not recommended?
A) Create a training environment that allows for maximum learning.
B) Provide trainees with feedback during the training.
C) Prepare the learning objectives and choose training methodology before assessment to
eliminate bias.
D) Consider on-the-job training if there are experienced managers to assist.
E) Use role playing and behavior modeling to help them learn how to deal with customer
complaints and motivate others.
40. Company ABC has been experiencing high levels of turnover with employees who have
been on the job for less than 9 months. Exit interviews indicated that employees are frustrated
and confused. What type of training should the company consider to decrease turnover?
A) Cross-cultural training
B) Managerial training
C) Intergenerational training
D) Baby-boomer training
E) Employee orientation
41. Podcasts are an effective method of training because:
A) It allows for trainees to learn new motor skills
B) Trainees are more engaged in the training
C) It allows for two-way communication
D) Whole learning is most effective
E) Use of computers is in decline
Chapter 08 - Training and Development
[QUESTION]
42. Trainee characteristics related to trainability include __________.
A) opportunity to perform trained tasks
B) a positive climate for learning
C) high cognitive ability
D) time for practice
E) reinforcement of continuous learning
43. __________ is a feeling of control and accomplishment.
A) Locus of control
B) Positive attitude
C) Consciousness
D) Overlearning
E) Self-efficacy
44. Which of the following training method is used to reproduce physiological and
psychological conditions of the real world?
A) Computer-assisted instruction (CAI)
B) On-the-job training (OJT)
C) Programmed instruction (PI)
D) Equipment simulation
E) Job rotation
45. Which training method allows the trainee to take responsibility of learning the knowledge
or skills at his or her own pace?
A) Job rotation
B) Podcasting
C) Experiential learning
D) Massed learning
E) Self-directed learning
8-11
© 2013 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in
any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
46. Which of the following is MOST likely to be included in a new-hire orientation program?
A) Product knowledge training, skill gap analysis, process work flow
B) Company history, policies and procedures, employee introductions
C) Product knowledge training, communication skills, interpersonal skills
D) Listening skills, creative problem solving, motivational skills
E) Conflict resolution, EEO laws, and listening skills
47. A national corporation has completed its first phase of diversity awareness training. HR
has been asked to evaluate the training to measure changes in participants understanding of
current laws related to diversity and determine future training initiatives. Which methodology
would yield the best results?
A) Using statistical measures of association and correlation
B) Running experiments with control groups from benchmark companies
C) Gathering qualitative information from training participants
D) Interviewing training participants to discuss their reactions to the training
E) Testing participants through the use of a pre and post test on the key points of the program
48. The accounting department is adopting a new software program, and training will be
provided on the new program to employees in the accounting department. What step of the
training process would let the training department know if the training should be conducted
for department other than the accounting department?
A) Evaluation
B) ROI
C) Development
D) Assessment
E) Gap Analysis
8-12
© 2013 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in
any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
[QUESTION]
49. Which of the following statements is true regarding training evaluation?
A) Most companies recognize the importance of evaluation and conduct comprehensive
evaluations
B) Favorable trainee reaction data virtually guarantees that a training program was effective
C) Without evaluation it is very difficult to show that training was the reason for any
improvement
D) A CEO would not be interested in changes to organizational results as a result of a training
program
E) Testing trainees after the training, but not before, is an effective means to assess the degree
to which participants mastered the content
50. Which of the following training method is used to reproduce physiological and
psychological conditions of the real world?
A) Computer-assisted instruction (CAI)
B) On-the-job training (OJT)
C) Programmed instruction (PI)
D) Equipment simulation
E) Job rotation
Essay Questions
[QUESTION]
51. Why is it important for a trainer to gain the support of trainees and others? How may that
support be garnered?
Answer: If trainees do not see the value of training, they may be less motivated to learn new
behaviors or use them on the job. They should be informed in advance about the benefits that
Chapter 08 - Training and Development
8-13
[QUESTION]
52. What can be done to maximize transfer of training back to one's job?
Answer: To maximize transfer, the following suggestions have been offered. These include
ideas for before the training is conducted, during the training session itself, and once the
employee has returned to the job.
Before training: (1) Align the training program with the organization’s needs using
[QUESTION]
53. How is it determined when training is needed and when might training not be appropriate?
Answer: The decision to conduct training must be based on the best available data, which is
collected by conducting a needs assessment. The needs assessment involves conducting three
Chapter 08 - Training and Development
[QUESTION]
54. Assume you are conducting a training program. What types of data should you collect to
evaluate the training?
Answer: There are five types of data that should be collected when evaluating a training
program: measures of reactions, learning, behavior change, organizational results, and return
on investment (ROI) utility. Reaction measures are designed to assess trainees' impressions,
[QUESTION]
55. List the three major steps involved in the basic process of training and explain the goal of
each step.
Chapter 08 - Training and Development
[QUESTION]
56. What are the benefits of developing learning objectives for a training program?
[QUESTION]
57. What are the four mechanisms that help goal setting improve performance?
58. What are the different ways of making content meaningful so as to increase retention?
59. List the two categories into which training methods are divided. Define each method with
examples.
Chapter 08 - Training and Development
[QUESTION]
60. What aspects must be considered while choosing a training method?
