Human resource management functions applications and skill development 2nd edition lussier solutions

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Lussier and Hendon, Human Resource Management, Second Edition

Instructor Resource

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 continuously told me how to behave properly as I was growing up. Could that be why customers comment on my good manners and social skills?

A. Classical Conditioning (involuntary direct reaction). He is using good manners without even realizing it, based on his parents teaching him proper behavior.

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?

C. Social Learning (voluntary indirect reaction). The employee has learned through observation that hard work is not rewarded.

4. After seeing what happened to Sean, you better believe that I’m keeping my goggles on when I’m on the job.

C. Social Learning (voluntary indirect reaction). The employee learned a lesson by seeing the negative consequences of the behavior of not wearing goggles.

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.

B. Operant Conditioning (voluntary direct reaction). The extra effort was rewarded and will be repeated.

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

Lussier and Hendon, Human Resource Management, Second Edition b. c. d. e.

Instructor Resource

punishment—give bad consequence punishment—remove reward negative reinforcement 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.

B. Punishment—bad consequence. Being fined for breaking the rule is punishment with a bad consequence.

8. You got that angry lady to calm down and leave the store as a happy customer. This behavior leads to keeping our customers. Thanks, keep up the good work.

A. Positive reinforcement. Giving praise for a job well down is a positive reward that can lead to repeat behavior.

9. If you don’t stop breaking the pricing gun, you will have to buy a new one.

D. Negative reinforcement. This is a threat of an undesired consequence to get the person to be more careful.

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.

C. Punishment—remove reward. Not letting the employee make the lunch run is taking away a reward.

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.

E/F. Role playing/Behavior modeling. With role playing, trainees act out situations that might occur on the job to develop skill at handling such situations at the job. A behavior model would demonstrate good complaint resolution skills, followed by role playing with feedback on how to improve.

12. Your large department has a high turnover rate, and new employees need to learn several rules and regulations to perform their jobs.

B. Programmed learning. Programmed learning is appropriate when there is a large number of employees with a high turnover rate. It is prepared once (time consuming), and reused several times (time saved in the long run).

Lussier and Hendon, Human Resource Management, Second Edition

Instructor Resource

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 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.

D. Rather than do the report, the supervisor should delegate projects to employees to develop their abilities.

15. You want employees to be able to do each other’s job when they take vacations.

C. Job rotation. With job rotation, employees are trained to perform different jobs to cover for each other.

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.

E/F. Role playing/ Behavior modeling. With role playing, trainees act out how to sell the product to develop sales skill for the job. A behavior model would demonstrate good sales skills, followed by role playing with feedback on how to improve.

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.

I. Management games. This is a simulation to run a company.

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. b. c. d.

reaction evaluation learning evaluation behavior evaluation 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.

B. Learning evaluation. You can teach them the software and give them a test to determine if they can do a good job demonstrating the features.

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.

Lussier and Hendon, Human Resource Management, Second Edition

Instructor Resource

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.

B. Learning evaluation. You can teach them the legal issues of what to ask and not ask and give a test similar to AC 6-2 Pre-employment Questions.

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.

C. Behavior evaluation. You can teach them interpersonal skills in dealing with angry customers and then observe them on the job to determine how well they stay calm and satisfy customers.

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 towards people who are different. Therefore, we can ask participants about their attitude changes.