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Exam 5: Orientation, training, and Development

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Question 1

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What are executives or managers who coach,advise,and encourage employees of lesser rank called?

A) role models
B) mentors
C) protégés
D) teachers

E) B) and C)
F) All of the above

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Question 2

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On-the-job experiences are used most commonly by organizations to develop executives.Briefly discuss three methods of providing on-the-job experiences.

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There are nine on-the-job experiences di...

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Question 3

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What are the first and fourth steps in the systems approach to training?

Which statement best defines employee learning?

There is an increased pressure on Canadian training managers to show that their programs produce bottom-line results.

What is a principle of learning that accommodates and facilitates each person's style and rate of learning?

Scenario 5.3 Wearing Helmets on the Mountain WhiteRock is a four season resort that offers a variety of activities from hiking and biking to skiing and snowboarding.The resort's mission is to continually strive to exceed their guests' expectations and to create memories as their best mountain experience.Kyleen Mye is the Media Relations & Social Media Strategist who oversees the Social Media Interns.These positions are unpaid full-time internships that come with a free skiing and riding pass.The goal of this social media marketing team is to strive for social media domination.The interns are responsible for driving visits to various WhiteRock channels-such as Facebook,Twitter and Foursquare-by posting,monitoring,and updating WhiteRock's social media channels and responding when necessary.The interns take frequent pictures and basic video of current mountain and village "new-snow" events to post on social media channels.Safety is a priority at WhiteRock and they recommend wearing helmets for skiing and riding to customers.The social media interns,as well as all WhiteRock employees,are required to wear helmets when they ski or board on the hill not only for their own safety but as a way to educate the public about the importance of helmet usage.You have received information from the ski patrol association that Ryan,one of the social interns,was boarding very fast through a sign posted "slow zone" without a helmet.When you approached Ryan,he was unruffled about your concerns and stated that it is not cool to wear a helmet,it is not required by law,and that it occurred on his day off from work.He further explained that all the other interns feel that their helmets get in the way when trying to take quality videos on the steep slopes.He also mentioned that,even with his strong computer skills,he is struggling with the newer Foursquare online computer application.He apologized about not respecting the "slow zone" but stated that he felt it was not really a concern as it was at the end of the day and no one was on the hill. -Please refer to Scenario 5.3.Which of Ryan's performance issues suggests that other interventions may be more effective than training?

Scenario 5.2 Customer Complaint about Counter Crew RJ's Fastfoods is a quick service restaurant.All new employees are required to provide certificates or transcripts showing that they received over 30 hours of training in server intervention and have a food safety certificate.All employees receive the company orientation DVD and accompanying booklet.The manager was continuing to receive a growing number of customer complaints about the slow service of the Counter Crew. -Please refer to Scenario 5.2.How might the manager gather a more complete picture of the potential training needs?

A clear statement of instructional objectives is not necessary for choosing training methods and for selecting the means for assessing the success of the training program.

Which of the following is NOT one of the phases of a system model of training?

What is it called when an employee is groomed to take over the supervisor's job by gaining experience in handling important job functions?

Which training method helps managers learn how to analyze and synthesize facts and generally improve their decision-making skills?

A large Canadian bank uses performance reviews to evaluate its financial training modules.Which training evaluation method is being used?

Explain three of the basic principles of learning and how they facilitate training and learning.

What strategy can managers use to ensure the training environment is conducive to learning?

CONEXUS is the largest credit union in Saskatchewan with assets of $1.1 billion.Its training and development budget for its 465 employees is 6% of payroll.Three percent is spent on university education,and the other 3% is spent on training.Its largest training program is one that develops financial service representatives.The training consists of several steps and each is evaluated.In-house and classroom-based modules teach content,such as computer literacy,cash duties,and introduction to CONEXUS's products and services,and progresses through to more advanced training,such as consumer lending practices,estates,and minimal mortgage lending.Each three- to five-day module is followed by a work period of three to 12 months,so that employees can apply their knowledge."Smile sheets" are completed by each participant at the end of the classroom training,exams are given after each module and the results are fed back to the employees and managers,employee performance reviews are conducted on the job-specific competencies learned during the training.After a number of the financial planning modules,performance is tracked by the number of call-outs to customers and the number of sales. CONEXUS uses several measures to evaluate the effectiveness of its training.List the levels of evaluation used and what is being measured at each level.Are there other ways that CONEXUS could ensure that the training and development expenditures are worthwhile?

Individual employees are responsible for initiating their own career planning.

Scenario 5.3 Wearing Helmets on the Mountain WhiteRock is a four season resort that offers a variety of activities from hiking and biking to skiing and snowboarding.The resort's mission is to continually strive to exceed their guests' expectations and to create memories as their best mountain experience.Kyleen Mye is the Media Relations & Social Media Strategist who oversees the Social Media Interns.These positions are unpaid full-time internships that come with a free skiing and riding pass.The goal of this social media marketing team is to strive for social media domination.The interns are responsible for driving visits to various WhiteRock channels-such as Facebook,Twitter and Foursquare-by posting,monitoring,and updating WhiteRock's social media channels and responding when necessary.The interns take frequent pictures and basic video of current mountain and village "new-snow" events to post on social media channels.Safety is a priority at WhiteRock and they recommend wearing helmets for skiing and riding to customers.The social media interns,as well as all WhiteRock employees,are required to wear helmets when they ski or board on the hill not only for their own safety but as a way to educate the public about the importance of helmet usage.You have received information from the ski patrol association that Ryan,one of the social interns,was boarding very fast through a sign posted "slow zone" without a helmet.When you approached Ryan,he was unruffled about your concerns and stated that it is not cool to wear a helmet,it is not required by law,and that it occurred on his day off from work.He further explained that all the other interns feel that their helmets get in the way when trying to take quality videos on the steep slopes.He also mentioned that,even with his strong computer skills,he is struggling with the newer Foursquare online computer application.He apologized about not respecting the "slow zone" but stated that he felt it was not really a concern as it was at the end of the day and no one was on the hill. -Please refer to Scenario 5.3.If Kyleen decides to design a training initiative,what two related issues should be the focus during the training design phase?

Good trainers need to be knowledgeable about the subject,be well prepared,have good communication skills and be enthusiastic with a sense of humour.

What are two fundamental issues related to training design?