Lussier, Human Resources Management 3e
SAGE Publishing, 2019
Sample Answers
Chapter 7: Learning and Development
Answers to Applying the Concept Exercises
Applying the Concept 7-1: Learning Theories
Review the three learning theories below and write the letter corresponding to each theory
before the statement(s) illustrating it:
a. classical conditioning
b. operant conditioning
c. social learning
1. My parents continually told me how to behave properly as I was growing up. Could that be
why customers comment on my good manners and social skills?
2. I got caught smoking in a no-smoking area and was given a verbal warning. I’m not doing
it again because I don’t want to get into more trouble and possibly end up losing my job.
B. Operant Conditioning (voluntary direct reaction). The employee is going to stop smoking
in a non-smoking area to avoid another punishment.
3. Shelly is a very hard worker, but I’ve never even seen her get as much as a thank-you for
her performance. So why should I work?
4. After seeing what happened to Sean, you better believe that I’m keeping my goggles on
when I’m on the job.
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
5. I completed the project ahead of schedule and did an excellent job. As a result, my boss
gave me a sincere thanks and a $100 gift certificate to Amazon.com. I learned that it is worth
putting in extra effort for the boss.
Applying the Concept 7-2: Shaping Behavior
Review the following methods of shaping employee behavior and write the letter
corresponding to each before the situation(s) illustrating it.
a. positive reinforcement
b. punishment—give bad consequence
c. punishment—remove reward
d. negative reinforcement
e. extinction
6. Betty used to give me that intimidating look when I assigned her a task she didn’t want to
do, and that behavior made me uncomfortable. So I just ignored it and didn’t let her make me
feel uncomfortable, and she stopped giving me the look.
E. Extinction. Betty stopped the behavior because it didn’t work anymore.
7. You know the rules. That behavior is going to cost you $25.
8. You got that angry lady to calm down and leave the store as a happy customer. This
9. If you don’t stop breaking the pricing gun, you will have to buy a new one.
10. I know you like to get out of work for a while and get our lunches, but because you
mixed up the order today, Santana will go tomorrow.
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
Applying the Concept 7-3: Training Methods
For each of the training situations below, identify the most appropriate training method. Use
the letters a through j from Exhibit 7-3 as your answers.
11. You want your customer service staff to do a better job of handling customer complaints.
12. Your large department has a high turnover rate, and new employees need to learn several
rules and regulations to perform their jobs.
13. You need your new employees to learn how to handle the typical daily problems they
will face on the job.
H. In-basket exercise. An in-basket exercise is appropriate for teaching employees how to
handle a typical series of activities.
14. You need an employee to conduct an Internet search to find out more about a new
product you want to buy for the department; you want a special report.
15. You want employees to be able to do each other’s jobs when they take vacations.
16. You want to improve your employees’ ability to sell products to customers in the store so
that customers don’t end up leaving and buying the products online.
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
17. You need to prepare middle managers to advance to upper-level managers. You are
considering having them run a simulated company getting quarterly results.
Applying the Concept 7-4: Training Assessment Methods
Review the following assessment methods and write the letter corresponding to each one
before the situation(s) where it is most appropriate.
a. reaction evaluation
b. learning evaluation
c. behavior evaluation
d. results evaluation
18. You are a software sales manager and you want your new sales reps to be able to
demonstrate the various features of your software.
19. You are a restaurant owner who installed a new food-ordering computer system with the
objective of speeding up the time it takes to serve meals, so you need to train employees on
how to use the new system.
D. Results evaluation. You don’t just want to know if employees can use the new system, you
want to determine if the new system has actually increased the speed of delivering meals
through a result evaluation, such as timing orders.
20. You are the HR manager and want to make sure that your staff understands what
questions they can and can’t legally ask during the selection process.
21. You are the service desk manager at a retail store and need to train employees on how to
effectively deal with angry customers when they return merchandise. You want the
employees to remain calm and satisfy the customer.
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
22. You are the HR manager responsible for diversity, and you develop a training program to
help employees better understand each other and not use stereotypes so that they can work
well together.
A. Reaction evaluation. Diversity training tends to focus on attitudes toward people who are
different. Therefore, we can ask participants about their attitude changes.
Answers to Skill Builder Exercises
Skill Builder 7–1: The Training Process
Note: Determine if you will have students complete the assignment as individuals, as groups,
or both (after doing the assignment individually before class, groups could be formed in class
and a new job selected so that students go through the training process steps twice).
Total Time (0–60 min)
Doing Skill Builder 7-1 in Class
Assignment
Students should write out the answers to the assignment either before or during class.
Procedure (10–60 min)
Option 1. Individuals do the assignment before class, and students volunteer to present their
answers to the assignment to the class.
Lussier, Human Resources Management 3e
SAGE Publishing, 2019
Skill Builder 7–2 Ideas
Career Development
Total Time (0–20 min)
Select a length of time and option to use.
Doing Skill Builder 7-2 in Class
Procedure (5–20 min)
Option 1. As a class, discuss answers to the Discussion Questions.