Test Bank Chapter 10 Employee Training And Development

Walker Supervision in the Hospitality Industry, 9th Edition

Test Bank and Answer Key

Chapter 10 Employee Training and Development

True/False Questions

• • • 1. The advantages of training can readily be expressed in dollar amounts.
      2. Training people for jobs always takes care of their training needs.
      3. A good training program is unaffordable luxury for most hospitality operations.
      4. Summative evaluation measures the results of the training after the program is completed.
      5. New employees should be given a pretest before training began.
      6. A job should always be taught in the order in which it is performed.
      7. A performance standard system provides a ready-made structure for a training program.
      8. Where training is inadequate, poor sanitation is probable.
      9. The way you talk to employees in classroom training has little effect on how receptive they are to your leadership.
      10. Fear is a powerful motivator in helping an employee to learn new skills.

Multiple-Choice Questions

1. The coffee shop manager who tried to persuade Shirley to come in at 6:00 a.m. and train her replacement was practicing another common method of training—having the person who is leaving a job train the person who will take it over. This method is known as:

1. trailing.

b. JIT training.

c. retraining.

d. orientation.

e. training.

2. Good training will benefit associates in the following ways except:

a. Training can eliminate the five reasons why people do poor work.

b. Trained employees always have to ask how to do things.

c. Training can reduce employee tension.

d. Training can reduce accidents and injuries.

e. Both a and c

3. In a training program, the training objective:

a. includes a time limit for the learning.

b. has a higher performance standard.

c. expresses the goal of the trainer rather than the goal of the learner.

d. All of the above.

e. determines who will do the training.

4. A teaching method that does not promote employee involvement is:

a. lecture.

b. discussion.

c. role play.

d. brainstorming.

e. Both a and d.

5. JIT skills training consists of:

a. putting the new worker on the job beside a skilled and experienced worker.

b. a multiple-step training program based on performance standards.

c. a five-step program consisting of reading, seeing, experiencing, doing, and forming habits.

d. preparation, show and tell, performance, follow-through.

e. all of the above.

6. A good way to increase motivation to learn is to:

a. emphasize the negative consequences of not learning.

b. set up a learning schedule the trainee must meet.

c. have a system of rewards and praise achievement.

d. all of the above.

7. The steps in job instruction training are as follows:

1. demonstrate the task, prepare the associate, have the associate do the task, follow through.
2. prepare the associate, have the associate do the task, demonstrate the task, follow through.
3. demonstrate the task, have the associate do the task, demonstrate the task, follow through.
4. prepare the associate, demonstrate the task, have the associate do the task, follow through.

8. A study by Towers Perrin found that of 1,100 North American workers in the survey, ______% had negative feelings about their job and ______% had intensely negative feelings.

1. 50, 33
2. 33, 40
3. 40, 50
4. 40, 33

9. In a study by the Hay Group, over half a million employees in 300 companies were asked about important retention factors. The 10th factor (out of 10) was:

1. career growth, learning, and development.
2. fair pay and benefits.
3. meaningful work.
4. being part of a team.
5. having a great supervisor.

10. Human resource directors estimate the cost of employee turnover at about ______for an hourly paid employee and ______ for a management position.

1. $4,000, $8,000
2. $2,000, $4,000
3. $4,000, $12,000
4. $8,000, $12,000

11. A summative evaluation looks at which of the following?

1. Reaction, knowledge, productivity, behavior, attention
2. Knowledge, independence, behavior, attitude, attention
3. Reaction, knowledge, productivity, behavior, attitude
4. Reaction, knowledge, motivation, behavior, attitude

12. The magic apron method is:

1. when people train themselves.
2. when the person that is leaving train.
3. when the manager trains.
4. the best method of training.
5. Both a and d

13. In a study by the Hay Group, over half a million employees in 300 companies were asked about important retention factors. The number one factor was:

1. career growth, learning, and development.
2. fair pay.
3. benefits.
4. being part of a team.
5. working conditions.

14. Job instruction training consists of all but which of the following?

1. Preparing the worker for training
2. A demonstration of what the worker is to do
3. Having the worker perform the task
4. Continuous evaluation of the worker

15. One of the benefits of training is:

1. giving the supervisor more time to manage.
2. giving the workers positive discipline.
3. giving the business a number of warm bodies to do the work.
4. developing a buddy system.
5. All of the above.

16. The survey mentioned in the text asked a nationally representative group of 3,400 employees what they considered to be “very important” in deciding to take their current job. The top reason was:

1. open communication.
2. few choices regarding other opportunities.
3. they knew someone in the company.
4. great pay.

17. Which of the following should be written before developing a unit training plan?

1. Performance standards
2. Training objectives
3. Standard procedures
4. All of the above.

18. Which of the following is the most important step after the formal training process is complete?

1. Job instruction training
2. Summative evaluation
3. Formative evaluation
4. Both b and c
5. None of the above.

19. A unit training program should consist of:

1. training objectives and training sessions.
2. training checkpoints and training methods.
3. training pretests and performance standards.
4. Both a and b
5. Both a and c

20. A job should always be taught:

1. with easiest tasks first, hard tasks last.
2. with hard tasks first, easiest tasks last.
3. in the order the tasks will be performed.
4. in the order that is most comfortable for the trainer.
5. Which of the following is the biggest problem in training employees?
   1. Urgent need
   2. Diversity of workers
   3. Training time
   4. Turnover
   5. Short-term associate
6. Employees learn best when:
   1. they are actively involved in the learning process.
   2. the training is relevant and practical.
   3. they have a good trainer.
   4. Both a and b
   5. All of the above.
7. Which of the following are characteristics of a good trainer?
   1. Knowledgeable
   2. Organized
   3. Displays sense of humor
   4. Both a and c
   5. All of the above.
8. All of the following instances are necessary for further training except:
   1. changes are made that affect the job.
   2. employees don’t get along with each other.
   3. employees performance drops below par.
   4. a worker has never mastered a particular technique.
   5. None of the above.
9. Human resource directors estimate the cost of employee turnover at for an hourly paid employee.
   1. $2,000
   2. $4,000
   3. $8,000
   4. $12,000
   5. None of the above.
10. In meetings, management talks for half the time about goals, vision, and mission. Employees talk the other half of the time by raising questions and concerns.
    1. retraining
    2. job instruction training
    3. 50/50
    4. orientation
    5. group presentation
11. Which of the following is not one of the five reasons why people do poor work?
    1. Not knowing what to do
    2. Not knowing how well you’re doing
    3. Not caring about your work
    4. Not getting any help from the leader
    5. Not getting along with the leader
12. Which of the following is true regarding training?
    1. When good training is lacking, there is likely to be an atmosphere of tension, crisis, and conflict
    2. A small mistake or oversight made by a poorly trained employee can’t have enormous impact
    3. Having a person who is leaving a job train the person who will take it over is known as trailing
    4. Both a and b
    5. All of the above.
13. Teaching people how to do their jobs is known as:
    1. training.
    2. retraining.
    3. job instruction.
    4. orientation.
    5. Both a and c
14. The logical person to train employees is:
    1. human resources.
    2. supervisor.
    3. other employees.
    4. big brother/sister.
    5. None of the above.