CHAPTER 7—TRAINING AND DEVELOPMENT
TRUE/FALSE
1. If employees consistently achieve their productivity objectives, it might be a signal that training is
needed.
2. Training is oriented towards broadening employees’ individual skills for future responsibility.
3. By far the greatest proportion of training is spent on rank-and-file employees and their supervisors.
4. The systematic approach to training involves (1) needs assessment, (2) program design, (3)
implementation, and (4) evaluation.
5. The goal of training is to contribute to the organization’s overall goals.
6. Competency assessments have been adopted extensively in the health care industry.
7. The three different types of training needs assessment are organizational analysis, job knowledge
analysis, and person analysis.
8. Performance appraisals are generally a good mechanism in determining why employees are not
meeting the firm’s expectations when conducting person analysis.
9. Organization analysis includes broad forces that impact the effectiveness of employees, such as
mergers and acquisitions, technological change, and reengineering.
10. Data such as direct and indirect labor costs, turnover, and unemployment rate provide clues to
organizations about training needs.
11. The task analysis portion of organization analysis is shifting from emphasis on a fixed schedule of
tasks to a flexible set of competencies needed for performance.
12. Person analysis involves determining what the content of the training program should be, based on a
study of the tasks or duties involved in the job.
13. Instructional objectives are a key component in the design of a training program.
14. The performance-centered objective is not widely used because it lends itself to a biased evaluation of
results.
15. Visual learners absorb information best through pictures, diagrams, and demonstrations.
16. Trainee readiness refers to whether or not the experience of trainees has made them receptive to the
training they will receive.
17. The two preconditions for learning are employee readiness and motivation.
18. Psychological principles of learning refer to the characteristics of training programs that help
employees grasp new material, make sense of it in their own lives, and transfer it back to the job.
19. Explaining the goals and objectives of the training program to trainees has little impact on the interest,
understanding, and effort they direct toward the training.
20. Employees learn much more easily by trying to do something themselves than by watching someone
else do it.
21. Trainees should not practice their job tasks until after the training program is complete.
22. Practicing job tasks enables the trainee to forget about distinct behaviors and become proficient on the
subtleties of how they are used.
23. Feedback to trainees is important for motivational purposes as well as knowledge of results.
24. Verbal learners absorb information best through spoken or written words.
25. Behavior modification seeks to gradually shape trainee behavior using reinforcement.
26. The success of any training effort depends more upon the content of the program than on the teaching
skills and personal characteristics of those conducting the training.
27. Effective trainers are often enthusiastic, humorous, have interest in the training itself, and demonstrate
knowledge of the subject.
28. Providing individual assistance is an important aspect for successful trainers.
29. Although on-the-job training (OJT) is generally regarded as the most effective means of facilitating
learning at the workplace, it is often the most poorly implemented.
30. One of the common drawbacks of on-the-job training (OJT) is the poor training skills of managers.
31. If one were using the on-the-job training method of training, the first step would be to present the
operations and knowledge to the learner.
32. Apprenticeship programs are an extension of OJT that provide on and off the job instruction.
33. Internship programs that are done well benefit students, schools, and employers.
34. It has been found in most cases concentrated block of time in one session of training will result in
faster learning and longer retention.
35. A plateau is a natural phenomenon, and learners usually experience a spontaneous recovery later.
36. Encouragement is most effective when it is given a long period of time after a trainee successfully
accomplishes a certain task so that the employee knows that management has not forgotten his/her
contributions.
37. The primary drawback of teleconferencing and videoconferencing training programs is that the
participants are limited to interacting solely with the instructor.
38. E-learning encompasses two techniques: computer-assisted instruction, and computer-based program
design.
39. E-learning allows the training to come to the employee.
40. By far the most common method used for training nonmanagerial employees is on-the-job training.
41. On–the-job experiences are used most commonly by organizations to develop managers.
42. Case studies are a useful method of giving participants experience at analyzing and synthesizing facts.
43. When analytic, problem-solving, and critical thinking skills are the most important skills in a training
program, the case study method would prove appropriate.
44. A disadvantage of management games is that it requires a computer, and often several of them.
45. Role-playing consists of assuming the attitudes and behavior of others, often a supervisor and a
subordinate.
46. Behavior modeling is based on the principle that behavior which is rewarded will be exhibited more
frequently in the future, whereas behavior which is unrewarded will decrease in frequency.
47. Behavior modeling appears to work in helping managers with interacting with employees, introducing
change, and handling discipline.
48. Most organizations go to great lengths to accurately evaluate training programs.
49. Two criteria to evaluate training programs are costs and training materials.
50. Reaction measures to evaluate training typically focus on the entertainment value of the training
program.
51. On–the-job training is often one of the most poorly implemented training methods.
52. Utility refers to measuring one’s own training services against the leaders in your industry.
53. Return on investment (ROI) is the amount of money a company saves by avoiding training programs.
54. Benchmarking is concerned with measuring employee retention of training materials at specific points
in time.
55. Orientation is the formal process of familiarizing new employees with the organization, their job, and
their work unit.
56. Games are now being widely used as a management development method.
57. Return on investment = Results/Training Costs.
58. The term “orientation” is often used to describe almost any effort initiated by an organization to foster
learning among its members.
59. Orientation programs stress the “why” rather than the what, including the philosophy behind the
organization’s rules.
60. Supervisors play the most important role in the orientation of new employees.
61. The use of orientation checklists compels a supervisor to be more attentive to each employee.
62. Basic skills include speaking, listening, managing oneself, and knowing how to learn.
63. While the largest companies agree in principle with remedial training in basic skills, they are generally
reluctant to allot funds to provide for that type of training.
64. An orientation program for new employees is a quite informal process.
65. While cross-training can increase productivity, it can also increase employee turnover.
66. A skill-building diversity program would teach managers how to conduct performance appraisals with
employees from different cultures.
67. Awareness building in diversity training provides the KSAs necessary for working with people who
are different.
68. Off-the-shelf diversity programs are suitable for most organizations.
MULTIPLE CHOICE
1. About ____ of larger firms have chief learning officers.
a.
10 percent
b.
30 percent
c.
50 percent
d.
70 percent
2. The terms “training” and “development”:
a.
mean the same thing
b.
both refer to short term skill development efforts
c.
refer to a short term performance orientation vs. a longer term skill development,
respectively
d.
refer to skills development in low level vs. managerial employees, respectively
3. From the broadest perspective, the goal of training is to contribute to:
a.
social improvement.
b.
personal growth.
c.
organizational goals.
d.
departmental challenges.
4. Many organizations never make the connection between their ____ and their training programs.
a.
technology
b.
competition
c.
strategic objectives
d.
functional requirements
5. The first step in a needs assessment is:
a.
task analysis
b.
organization analysis
c.
person analysis
d.
market analysis
6. The four phases of a systematic approach to training are:
a.
needs assessment, program design, program implementation, and evaluation.
b.
organization analysis, task analysis, person analysis, and performance analysis.
c.
needs assessment, person assessment, program implementation, and evaluation.
d.
organization assessment, KSA assessment, person assessment, and evaluation.
7. A study by the American Society for Training and Development found that organizations conduct need
assessment less than ____ percent of the time.
a.
50
b.
40
c.
30
d.
20
8. Determining what the content of a training program should be, based on a study of the job duties, is
known as:
a.
organization analysis.
b.
individual analysis.
c.
job analysis.
d.
task analysis.
9. An analysis of the sets of skills and knowledge needed for decision-oriented and knowledge-intensive
jobs is referred to as:
a.
task analysis
b.
needs assessment
c.
competency assessment
d.
job analysis
10. Organization analysis, task analysis, and person analysis are all part of what phase of the system
model?
a.
training and development phase
b.
analysis phase
c.
needs assessment phase
d.
evaluation phase
11. Determining whether or not performance is acceptable and studying the characteristics of individuals
and groups that will be placed in the training environment are known as:
a.
person analysis.
b.
demographic analysis.
c.
individual analysis.
d.
group and individual analysis.
12. Person analysis:
a.
has shifted from a fixed sequence of tasks to a set of competencies
b.
helps organizations avoid the mistake of putting all employees through training when
some do not need it
c.
involves self-improvement and self-directed training
d.
examines the external labor market for needed skills
13. If you were responsible for developing a training program, your first step should be to:
a.
create a suitable training environment.
b.
select the proper training method.
c.
determine the knowledge in the group.
d.
performing a needs assessment.
14. The desired outcomes of training programs are formally stated as:
a.
training goals.
b.
learning objectives.
c.
instructional objectives.
d.
learning goals.
15. Performance-centered objectives might include all of the following phrases except:
a.
“to repair”
b.
“to appreciate”
c.
“to assemble”
d.
“to calculate”
16. Which of the following is NOT an issue related to the design of a training program?
a.
instructional objectives
b.
trainee readiness and motivation
c.
principles of learning
d.
trainee ethnic characteristics
17. Training programs are more likely to be effective if they incorporate all of the following except:
a.
goal setting.
b.
modeling.
c.
standardization.
d.
active practice.
18. By some estimates ____ of employee learning occurs via on-the-job training.
a.
20-30 percent
b.
40-50 percent
c.
60-70 percent
d.
80-90 percent
19. Goal setting:
a.
builds a bridge between employees and the organization
b.
provides learning through repetition
c.
sets a road map for the training course, objectives, and learning points
d.
breaks down tasks to facilitate learning
20. Modeling:
a.
builds a bridge between employees and the organization
b.
demonstrates the desired behavior or method to be learnt
c.
sets a road map for the training course, objectives, and learning points
d.
breaks down tasks to facilitate learning
21. When we learn by watching others perform a task, this is known as:
a.
modeling
b.
active repetition
c.
reinforcing behavior
d.
individual style difference
22. The principle of learning that is being emphasized by performing the same task over and over is:
a.
whole learning.
b.
meaningfulness of presentation.
c.
practice and repetition.
d.
transfer of training.
23. Whole-vs-Part Learning:
a.
builds a bridge between employees and the organization
b.
provides learning through repetition
c.
sets a road map for the training course, objectives, and learning points
d.
breaks down tasks to facilitate learning
24. Which of the following is NOT a common drawback to on-the-job training programs?
a.
lack of a well-structured environment
b.
a non-threatening learning environment
c.
poor training skills on the part of managers
d.
absence of well-defined performance criteria
25. Training given for one ten-hour period instead of five two-hour periods is an example of:
a.
part learning.
b.
distributed learning.
c.
mass learning.
d.
active learning.
26. Spacing out the training will result in faster learning and longer retention. This is known as the
principle of:
a.
plateauing.
b.
retention.
c.
transfer of training.
d.
distributed learning.
27. Periods in learning situations when progress does not occur because of either reduced motivation or
ineffective methods of task performance are called:
a.
learning blocks.
b.
lapses.
c.
plateaus.
d.
learning gaps.
28. Learning curves show:
a.
that plateaus in performance are regular and predictable
b.
that effective training programs eliminate plateaus
c.
that performance plateaus are natural and are usually overcome with behavior
modification
d.
that performance plateaus are natural and are usually followed by spontaneous recovery
29. The objective of behavior modification is:
a.
to gradually shape behavior toward a desired profile
b.
to reward all task behavior
c.
to apply principles learned in the classroom to the job
d.
to bridge the needs of the employee with the needs of the organization
30. All of the following are characteristics of successful trainers except:
a.
possessing knowledge of the subject.
b.
being experimental.
c.
having enthusiasm.
d.
being adaptable.
31. The appropriate training method for factual materials is:
a.
lecture
b.
simulation
c.
on-the-job training
d.
apprenticeships
32. Which of the following is NOT a component of the PROPER method of performing on-the-job
training?
a.
Prepare
b.
Perform
c.
Perfect
d.
Reassure
33. The most common method used for training nonmanagerial employees is:
a.
vestibule training
b.
computer-based instruction
c.
on-the-job training
d.
apprenticeships
34. Common drawbacks to on-the-job training include all of the following except:
a.
lower motivation of trainees.
b.
lack of a well-structured training environment.
c.
poor training skills of supervisors.
d.
the absence of well-defined job performance criteria.
35. All of the following are suggested to overcome common drawbacks of on-the-job training except:
a.
developing realistic goals and/or measures for each OJT area.
b.
tying employees’ pay to their training progress.
c.
helping supervisors to establish a nonthreatening atmosphere that is conducive
to learning.
d.
conducting periodic evaluations, after training is completed, to prevent
regression.
36. Apprenticeship training provides information in both the ____ and ____ aspects of the job.
a.
organizational and global
b.
appraisal and technical
c.
practical and theoretical
d.
differences and similarities
37. Apprenticeship programs originated in:
a.
United States
b.
Europe
c.
Japan
d.
India
38. Generally, to start with, an apprentice is paid ____ percent of a skilled journey worker’s wage.
a.
30
b.
40
c.
50
d.
60
39. Approximately _____ of apprenticeships are in the construction and manufacturing industries.
a.
ten percent
b.
one-third
c.
two-thirds
d.
95 percent
40. Generally, an apprentice is paid about ____ of a skilled journey worker’s wage to start.
a.
one-third
b.
one-half
c.
two-thirds
d.
three-quarters
41. This method of instruction allows employees to search through a virtual sea of information in order to
customize their own learning in their own time and space.
a.
Vestibule instruction.
b.
Computer-assisted instruction.
c.
Videodisc instruction.
d.
E-learning.
42. E-learning provides all the following benefits except:
a.
they customize learning
b.
they replace conventional learning experiences
c.
they facilitate just-in-time skill development
d.
they can be more cost effective
43. The method of training used to train personnel to operate aircraft, spacecraft, and other highly
technical and expensive equipment is the:
a.
simulation method.
b.
classroom method.
c.
vestibule method.
d.
apprenticeship method.
44. A manager who provides a continuing flow of instructions, comments, and suggestions to the
subordinate is engaging in what type of on-the-job training?
a.
case study
b.
coaching
c.
individual development
d.
role modeling
45. When an employee is groomed to take over the supervisor’s job by gaining experience in handling
important functions of the job, this is known as:
a.
grooming.
b.
coaching.
c.
understudy assignment.
d.
role modeling.
46. The method of providing a variety of work experiences to broaden the knowledge and understanding
required to manage more effectively is known as:
a.
job rotation.
b.
lateral transfer.
c.
individual development.
d.
role modeling.
47. Of the following, the method that is not used to provide on-the-job experience to managerial
employees is:
a.
understudy assignments.
b.
outplacement.
c.
lateral transfer.
d.
coaching.
48. This training method consists of having the trainee assume the attitudes and behavior of others.
a.
job rotation
b.
case study
c.
simulation study
d.
role-playing
49. Training delivered to trainees when and where they need it to do their jobs is known as:
a.
communities of practice
b.
distributed learning
c.
just-in-time training
d.
E-learning
50. Which of the following is NOT a component of behavior modeling?
a.
learning points
b.
practice and role-play
c.
decisional emulation
d.
feedback and reinforcement
51. The most common method of training evaluation is assessing participant:
a.
results
b.
reactions
c.
behavior
d.
learning
52. Potential questions asked to gauge participant reactions to training might include all of the following
except:
a.
What were your learning goals for this program?
b.
What suggestions do you have for improving the program?
c.
Why were course objectives provided at the first meeting?
d.
Would you recommend the program to others?
53. A control group:
a.
determines what types of training to deliver and which employees will receive it
b.
helps determine whether improvements were made as the result of training or some other
factor
c.
should have more experience and prior training, and higher job levels than the group being
trained
d.
establish the baseline standard against which training effectiveness can be measured
54. ____ refers to the effective application of principles learned to what is required on the job.
a.
Transfer of training
b.
Learning
c.
Training effectiveness index
d.
Compensatory modeling
55. ____ teaches individuals how to anticipate and cope with inevitable setbacks they will encounter back
on the job.
a.
Transfer of training
b.
Relapse prevention
c.
Training effectiveness index
d.
Compensatory modeling
56. Utility refers to:
a.
the usefulness of a training program
b.
the costs incurred for a training program
c.
training effectiveness in terms of increased outcomes
d.
the benefits derived from training relative to the costs incurred
57. The benefits of the training exceeds the cost of the program when:
a.
ROI=1
b.
ROI<1
c.
ROI>1
d.
anytime ROI is not equal to 1
58. The process of measuring one’s own services and practices against the recognized leaders in order to
identify areas for improvement is ____.
a.
industry analysis
b.
trend analysis
c.
benchmarking
d.
environmental analysis
59. The four-step process advocated in benchmarking includes:
a.
plan, train, perform, evaluate
b.
plan, do, check, act
c.
plan, design, implement, evaluate
d.
assess, design, implement, evaluate
60. A study conducted by Motorola showed that for every $1 invested in learning (education and/or
training), about ____ came back in productivity for the corporation.
a.
$2
b.
$10
c.
$25
d.
$100
61. Which of the following is NOT a component of Deming’s four-step process of benchmarking?
a.
Plan
b.
Do
c.
Communicate
d.
Check
62. ____ is the process of systematically socializing new employees to help them get “on board” with an
organization.
a.
Orientation
b.
Onboarding
c.
On the job training
d.
Benchmarking
63. Basic skills training includes all of the following except:
a.
computing.
b.
problem solving.
c.
speaking.
d.
attitude attainment.
64. When comparing employee literacy levels between 1970 and today, it can be said:
a.
Literacy levels have improved significantly
b.
Literacy levels are about the same
c.
Literacy levels have decreased significantly
d.
It is impossible to make such a comparison
65. Diversity training comes in which different forms?
a.
equal employment and affirmative action
b.
process and behavior
c.
awareness building and skill building
d.
minority and non-minority
66. Government contractors and subcontractors with contracts that last for ____ or more and are for more
than ____ are required by law to have business ethics codes and compliance policies and procedures.
a.
30 days; $5 million
b.
120 days; $5 million
c.
30 days; $10 million
d.
120 days; $10 million
67. According to a 2011 survey by the Society of Human Resources, nearly _____ of firms are saying they
are now training managers to respond to generational differences in the workplace.
a.
20 percent
b.
40 percent
c.
60 percent
d.
72 percent
68. The first step in task analysis is to:
a.
define descriptive terms
b.
reference other similar jobs
c.
identify the skills required
d.
list all the tasks or duties
69. New college graduates often have a high desire for:
a.
structured jobs
b.
close supervision
c.
advancement
d.
reassurance from supervisors
70. Programmed instruction is also referred to as:
a.
mentoring
b.
self-directed learning
c.
simulation
d.
observational learning
71. Blogs and wikis are examples of tools used to facilitate learning via the _______________ method.
a.
communities of practice
b.
simulation
c.
programmed learning
d.
mentoring
72. A wide variety of applications such as web and computer-based training and virtual classroom training
is covered by:
a.
autonomic learning
b.
e-learning
c.
OJT
d.
independent study
ESSAY
1. Explain the four components involved in designing a training program.
ANS:
2. Identify and discuss some of the desirable traits of a trainer.
3. On-the-job training (OJT) has three drawbacks. Briefly discuss these and the possible solutions
suggested by experts in the field.
4. Explain the P.R.O.P.E.R. method of on-the-job training.
5. Discuss some of the drawbacks of on-the-job training programs. Additionally, provide some
suggestions to overcome these drawbacks.
ANS:
6. Discuss Deming’s four-part process of benchmarking.
7. Why is ethics training becoming more prevalent in companies?