Managing Performance through Training and Development 8th

Managing Performance through Training and Development 8th

By Alan Saks , Robert Haccoun

Chapter 1 - The Training and Development Process 1. Performance management is best categorized as a single event often associated with an annual performance appraisal process. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Performance Management QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 2. Components of a performance management process usually identify training and development needs of individuals leading to concrete plans for development of skills, knowledge, and abilities. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Performance Management QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 3. SMART goals are goals that are specific, measurable, attainable, realistic, and have a time frame. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Performance Management QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 4. Development is described as a planned effort to develop employees’ knowledge, skills, and abilities to help employees perform better at their current jobs. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process REFERENCES: Training and Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 5. The main goal of the Edmonton Police Service’s mental health program was to improve interactions between police officers and mentally ill individuals. This is clearly an example of a training initiative, NOT a development program. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Edmonton Police Service QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 6. One of the intrinsic benefits of training and development is the benefits realized by society. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Benefits of Training and Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 7. According to research presented in the textbook, a negative relationship exists between per-employee expenditures on training and development and employee productivity levels. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Benefits of Training and Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process 8. One of the reasons for the underinvestment in training and development by Canadian companies is the perception that training, learning, and development expenditures represent a cost rather than an investment. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Is Training an Investment or an Expense?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 9. Quebec is the only province in Canada to have mandatory training laws for companies with net profits greater than $1 million. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Is Training an Investment or an Expense?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 10. Organizations that incorporate training bonds into their training programs may have the ability to recover some of their training costs. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Is Training an Investment or an Expense?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 11. The key environmental factors that drive human resources and training and development within an organization include technology, global competition, the labour market, and organizational strategy. a. True b. False ANSWER: False Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Context of Training and Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 12. Unlike many industrialized countries, Canada has NOT experienced in any meaningful way the notion of “skills mismatch.” a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Context of Training and Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 13. Company ABC decides to provide selected employees with cultural sensitivity training as it contemplates opening an office in Shanghai, China. This is a clear example of strategic training. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Context of Training and Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 14. The trend toward flatter organizational structures is causing some element of blurriness in what constitutes traditional roles associated with management functions. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Context of Training and Development QUESTION TYPE: True / False HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 15. An organization’s learning and training strategy most often will NOT directly influence its training and development programs. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Context of Training and Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 16. Restructuring, downsizing, and reengineering often lead to changes in employees’ tasks and responsibilities and so necessitate the need for training. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: The Context of Training and Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 17. A high-performance work system may be described as a specific combination of human resource practices that maximizes the knowledge, skills, abilities, flexibility, and commitment of employees. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Context of Training and Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 18. When applying the ISD model of training and development, the process often begins with the identification of a concern. a. True Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: The Instructional Systems Design (ISD) Model of Training and Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 19. A needs analysis typically has three levels including an organizational analysis, a departmental analysis, and a person analysis. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Instructional Systems Design (ISD) Model of Training and Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 20. The ISD model of training and development has three major steps: needs analysis, design, and delivery. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Instructional Systems Design (ISD) Model of Training and Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 21. Studies consistently conclude that the majority of organizations do not use the ISD model, opting for the more traditional ADDIE training and development model. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Instructional Systems Design (ISD) Model of Training and Development Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 22. Human capital refers to the knowledge, skills, and abilities of an organization’s employees. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Training and Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 23. Social capital has to do with relationships within an organization and between members of the organization and external stakeholders. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Training and Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 24. Work engagement is a positive, fulfilling, work-related state of mind that is characterized by

vigor, dedication, and attention. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Benefits of Training and Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 25. More than half (57 percent) of Canadian organizations provide training to their employees.

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Chapter 1 - The Training and Development Process a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training and Development in Canada QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 26. What is the term for the process of establishing performance expectations, designing interventions and programs to improve performance, and monitoring the success of interventions and programs? a. performance review b. performance management c. performance evaluation d. performance system ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Performance Management QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 27. Which Canadian agency’s report concluded that continuous learning and the transfer of knowledge are key factors in fostering creativity and promoting organizational excellence? a. Toronto Transit Commission b. Conference Board of Canada c. Alberta Government d. Royal Canadian Mounted Police ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Introduction QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 28. What did a study on the productivity of Canadian workers find? a. Most believe they are less productive at work than they could be. b. Very few believe they are less productive at work than they could be. c. Half believe they are less productive at work than they could be. d. All believe they are less productive at work than they could be.

ANSWER: c POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process DIFFICULTY: Moderate REFERENCES: Performance Management QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 29. Several studies cited in the textbook appear to link training efforts by organizations and several important organizational outcomes. Which statement is congruent with conclusions in these studies? a. training often leads to higher turnover and gross margins b. training has a positive impact on overall customer satisfaction and profit levels c. training is not linked to increases in productivity d. training has a positive effect on an organization’s competitiveness but no impact on performance ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Benefits of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 30. If an organization is concerned about the knowledge, skills, and abilities of its employees, what should be the goal of its training and development programs? a. human capital b. social capital c. work engagement d. performance management ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 31. The performance management process includes several interrelated steps. What is the first step? a. developing performance goals b. deciding on the process to train and develop employees c. assigning appropriate rewards d. developing standard rating forms ANSWER: a POINTS: 1 DIFFICULTY: Difficult Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process REFERENCES: Performance Management QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 32. Which of the following statements is congruent with the notion of SMART goals? a. SMART goals should have clear performance or behaviour criteria b. SMART goals must address extrinsic motivators c. SMART goals should be easily attained d. SMART goals should not be time bound ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Performance Management QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 33. According to the textbook, what is the number-one attraction and retention tool for many organizations? a. compensation b. training c. bonuses d. development ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Benefits of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 34. Which of the following is a major goal of the Edmonton Police Service as described in the chapteropening vignette? a. to improve the productivity of police officers b. to improve the confidence level of police officers when dealing with criminal elements in the community c. to link training programs to the department’s strategic plan d. improve interactions between police officers and mentally ill individuals in the community ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Edmonton Police Service Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 35. Which of the following are two extrinsic benefits training will give an employee? a. an improved marketability and greater job security b. a greater sense of self-efficacy and a sense of accomplishment c. a more positive attitude toward their employer and their own confidence d. a greater sense of engagement toward customers and fellow employees ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Benefits of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 36. Which of the following is NOT a benefit to society associated with training and development? a. higher levels of education b. greater economic prosperity c. better work–life balance d. improved standard of living ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Benefits of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 37. Which statement best describes the current state of productivity and innovation in Canada? a. Canada rates very high in productivity metrics globally b. Canada lags its major global competitors in productivity and innovation c. Canada tends to rank high in productivity but low in innovation across most business sectors d. Canada has seen a recent sharp increase both in productivity and innovation across all business sectors ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Benefits of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process DATE MODIFIED: 10/5/2018 8:18 AM 38. Which of the following statements best describes the average investment in training and development in 2017 as a percentage of payroll in Canada compared to 2015? a. It is the same. b. It is much higher. c. It is lower. d. It is a little higher.

ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training and Development in Canada QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 39. According to the textbook, which group of employees had the highest average number of training hours per employee in 2017? a. technical employees b. front-line employees c. government employees d. senior management and executives ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training and Development in Canada QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 40. According to data provided in the textbook, which province in Canada has a law that requires employers to invest in training and development? a. Alberta b. Quebec c. Ontario d. Manitoba ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Is Training an Investment or an Expense?

QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 41. Why does Canada’s productivity growth increasingly lag behind its main competitors? a. Canadian organizations do not have the same economies of scale. b. Canadian organizations do not invest enough resources in training and development. c. Canadian organizations do not follow the voluntary training laws in Canada.

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Chapter 1 - The Training and Development Process d. Canadian companies have access to a large source of skilled labour.

ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Training and Development in Canada QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 42. In what year did the government of Quebec introduce and pass the Act to Foster the Development of Manpower Training? a. 1975 b. 1985 c. 1995 d. 2005 ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Is Training an Investment or an Expense?

QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 43. What was one of the key findings of a report regarding training legislation in Quebec? a. The legislation had little impact on the ways Quebec firms deliver training. b. Fewer companies planned and implemented training programs. c. Quebec leads the national average in training participation rates. d. The participation rate in workplace training increased, making it the fastest growth rate in Canada.

ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Is Training an Investment or an Expense?

QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 44. Which of the following statements regarding the “1 percent training law” is correct? a. regardless of size, all companies in Quebec have to contribute to the 1 percent fund b. information about the participation of employees in training must be documented, and detailed information must be kept on file c. the law applies only to companies with annual revenues of $1 million or more d. the law applies only to organizations registered to do business across Canada Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Is Training an Investment or an Expense?

QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 45. What should be the most important internal or external factor influencing training and development programs in organizations? a. demographics b. the competitive nature of the industry c. corporate strategy d. leadership and managerial characteristics ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Context of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 46. Technology developments in the external environment influence the training needs within an organization because employees will require technology training for what reason? a. to be marketable for other jobs b. to capture efficiencies associated with improved technology c. to satisfy their own intrinsic benefits d. to meet global demands ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Context of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 47. Which of the following would be considered part of a human resources system? a. organizational goals b. corporate leadership c. laws d. performance appraisals ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Context of Training and Development Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 48. Which of the following key environmental factors drive training and development? a. change b. values c. selection d. culture ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Context of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 49. What tends to result when an organization subscribes to strategic human resource management whereby it has greater alignment between its HR practices and its strategies? a. superior performance b. greater work–life balance c. enhanced efficiencies d. exemplary quality ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Context of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 50. Organization XYZ decides to expand rapidly by acquiring other businesses. What is most likely to be the focus of XYZ’s strategic training programs? a. management of mergers and acquisitions b. management training c. quality of service training d. leadership development ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Context of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 51. Which of the following is impacted by high-performance work systems? a. employees’ compensation b. employers’ motivation Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process c. employees’ motivation d. community involvement ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Context of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 52. You have been asked to debate the notion of high-performance work systems focusing on measurable results organizations should expect to receive from adopting such a philosophy. Which of the following points would most likely be central to your debate? a. an increase in employee turnover, higher sales, and higher productivity b. superior productivity and improved non-financial performance c. improved financial performance and superior productivity d. lower turnover, higher labour costs, and superior financial performance ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Context of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 53. Which of the following statements regarding the instructional systems design (ISD) model is congruent with the material presented in the textbook? a. it is an irrational and scientific process b. it consists of four main steps: needs analysis, design, delivery, and evaluation c. it is a much more complex model when compared with the streamlined ADDIE model d. its first step attempts to answer the question “is training needed and is it the best solution?”

ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Instructional Systems Design (ISD) Model of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 54. You are conducting a needs analysis, gathering data and information on three related yet distinct levels to determine what kind of training is needed in your organization. In which level of the needs analysis are you likely to find the answer? a. task analysis b. ADDIE analysis Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process c. person analysis d. organizational analysis ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Instructional Systems Design (ISD) Model of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 55. According to the textbook, training programs based on the instructional systems design model of training and development fail when organizations do which of the following? a. fail to employ learning principles b. ignore an important step in the process c. implement training programs that are too complex d. over Bloom’s Evaluate their training programs ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Instructional Systems Design (ISD) QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 56. If an organization is concerned about the relationships between members of the organization and external stakeholders, what should be the goal of its training and development programs? a. human capital b. social capital c. work engagement d. performance management ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 57. If an organization is concerned about improving employees’ work engagement, what three factors will this involve? a. vigour, determination, attention b. vigour, dedication, attention c. vigour, dedication, absorption d. vigour, determination, absorption ANSWER: c POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process DIFFICULTY: Moderate REFERENCES: Benefits of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 58. When it comes to productivity among the G7 countries, how does Canada rank? a. as the second most productive country b. as the least productive country c. as the third least productive country d. as the second least productive country ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Benefits of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 59. What would be a way to ensure that post-secondary students have the skills required by organizations when they graduate to help close the skills gap? a. training and development b. performance management c. work-integrated learning d. on-the-job training ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Benefits of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 60. If an organization wants employees to be more likely to participate in training, what should it focus on? a. the time involved in attending the training b. alignment between the training and the strategic direction of the organization c. the benefits that employees receive for attending training d. the potential for improvement in job performance ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Organizational Context of Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 61. Identify and briefly describe the three steps in the instructional systems design (ISD) model. Why is it important that organizations apply these three steps when contemplating launching training programs?

ANSWER: The instructional systems design model consists of a needs analysis, training design and delivery, and training evaluation. The needs analysis determines the nature of the problem and if training is the solution. It includes an organizational analysis, a job/task analysis, and a person analysis. If training is the solution to the performance problem, then a training program is designed and delivered based on what was learned from the needs analysis and the training objectives. Finally, a training evaluation is conducted to determine if the training objectives were met, and if the problem was solved. Ultimately, these three steps increase the likelihood that performance gaps are closed, and programs address needed improvements in skills, knowledge, and abilities resulting in positive outcomes for the organization and employees.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 62. Differentiate between the terms training and development.

ANSWER: Training usually consists of a short-term focus on acquiring skills to perform one’s current job. Development refers to the acquisition of knowledge, skills, and abilities required to perform future job responsibilities and in the long-term achievement of career goals and organizational objectives. Development is, in most cases, “long term focused,” including different interventions/methods including seminars and job rotations.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 63. Identify and briefly describe three organizational benefits of training and development, providing an example for each.

ANSWER: (1) Organizational strategy. Training can help organizations achieve their strategic goals. For example, if improving customer satisfaction is a goal, then providing customer service training will be important. (2) Increased organizational effectiveness. Trained employees do more work, make fewer errors, require less supervision, have higher loyalty and morale, and have lower rates of attrition. (3) Employee recruitment, engagement, and retention. For example, employees who receive relevant training are more likely to be attracted to an organization, to be engaged, and less likely to move to another company.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 64. Describe the factors that influence high-performance work systems (HPWS).

ANSWER: Environmental factors such as legislation, economic climate including the labour market and competition, demographics, social values, and technology.

Organizational factors such as goals, values, strategy, structure, culture, and leadership.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 65. Define and explain the term strategic human resources management (SHRM).

ANSWER: Strategic human resources management is the alignment of human resource practices with an organization’s business strategy. It means that whether an organization has a strategy for quality, innovation, or customer service, training as well as other human resource practices must be designed to reinforce and support the strategy.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 66. You are a training specialist working for the Edmonton Police Service. Your boss asks you to develop evaluation criteria for the “mental health training program.” Using the Edmonton Police Service vignette in the textbook, what would you likely use as criteria for evaluating the program?

ANSWER: The vignette specifically mentions several outcomes, including decreases in the usage of force by the police officers, ability to recognize mental health issues, verbal communication skills, and ability to de-escalate potential violent situations and decrease time per call.

Students may also come up with other variables associated with having a police force that is able to effectively deal with mental health calls.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 67. Chapter 1 of the textbook introduces the reader to the ISD model and identifies three distinct yet interrelated steps. All of these activities are likely to have some element of cost associated with their execution. Which of those three steps would you suggest to be the most difficult to justify to senior management? (Assume you need budget approval.)

ANSWER: This question allows students to demonstrate their ability to apply the ISD model to a real-world project requiring management approval. Issues of budget, time, and competencies of training departments/managers may be raised. The needs analysis and training evaluation may be the two steps in the ISD model that require the Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process greatest level of education of senior management. Often, human resource departments are more concerned with justifying their value by focusing on “getting to the business of training” and less concerned about conducting a needs analysis and training evaluation.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 68. Identify and briefly describe the steps involved in the performance management process. Why is it important for organizations to apply these steps when deciding on training and development programs?

ANSWER: Performance management is the process of establishing performance goals

and designing interventions and programs to motivate and develop employees to improve their performance and ultimately organization performance. This process involves the following steps: setting performance expectations and goals; monitoring employee performance and providing feedback; and evaluating performance and consequences. These steps are all important and necessary because they lead into and help to determine the need for employee training and development. This involves programs that are designed to help employees achieve their goals and improve their performance. Each of the steps of the performance management process provides information on the developmental needs of employees and leads to action plans for employee training and development.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 69. What is work-integrated learning and what is its purpose? What can government and organizations do to provide work-integrated learning programs?

ANSWER: Work-integrated learning is a form of learning that enables students to

acquire work experience as part of their education through internships, apprenticeships, and co-operative placements. The purpose or goal of workintegrated learning is to ensure that post-secondary students have the skills required by organizations when they graduate and to help to close the skills gap. Government and organizations have a role to play in providing workintegrated learning programs. For example, in 2017 the federal government introduced the Student Work-Integrated Learning Program, which provides employers in the STEM (science, technology, engineering, mathematics) and business sectors with payroll subsidies for hiring students. Organizations can provide work-integrated learning by offering internships, apprenticeships, and co-operative work placements for students.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 1 - The Training and Development Process DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM

Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation 1. When a behaviour has been learned it can be thought of as a skill. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: What Is Learning?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 2. According to Robert Gagné, learning outcomes associated with training can be classified into five general categories: declarative knowledge, intellectual skills, cognitive strategies, motor skills, and procedural knowledge. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Learning Outcomes QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 3. Kurt Kraiger and colleagues developed a classification scheme for learning outcomes that includes cognitive outcomes, skill-based outcomes, and affective outcomes. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Learning Outcomes QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 4. According to the “resource allocation theory,” performance of a new task is determined by individual differences in attentional and cognitive resources, the level of complexity of the task, and external environmental factors used to allocate attention across tasks. a. True b. False ANSWER: False Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation POINTS: 1 DIFFICULTY: Difficult REFERENCES: Stages of Learning and Resource Allocation Theory QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 5. In the third and final stage of learning, performance is said to be independent of the level of attention paid by the trainee in performing the task. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Stages of Learning and Resource Allocation Theory QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 6. Given that individuals have learning style preferences, better learning outcomes take place when only preferred learning styles are used in the learning process. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Learning Styles QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 7. Skinner and the behaviourist school of psychology believe that learning is a result of reward and punishment contingencies that follow a response to a stimulus. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Learning Theories QUESTION TYPE: True / False HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 8. Conditioning theory suggests that trainees should be encouraged and reinforced throughout the training process. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Learning Theories QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 9. Marie, a recent graduate from an automotive college, believes she can rebuild a car engine without much difficulty. Marie’s belief in her ability to complete the task successfully is referred to as “generalized transfer of learning.” a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Learning Theories QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 10. Social cognitive theory involves three key components: observation, self-efficacy, and feedback. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Learning Theories QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 11. “Adult learning” should be self-directed and problem centred and should take into account the learner’s existing knowledge and experience. a. True Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Adult Learning Theory QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 12. Workplace learning refers to the process of acquiring job-related knowledge and skills through formal training programs and informal social interactions among employees. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Workplace Learning QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 13. The 70-20-10 model states that 70 percent of workplace learning comes from on-the-job experiences, 20 percent comes from education, and 10 percent from formal learning activities and events. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Workplace Learning QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 14. It has been reported that 70 to 90 percent of what employees learn and know about their jobs is learned through formal processes rather than through informal programs a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Workplace Learning Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 15. Email is the most used method for informal learning followed by accessing information from the organization’s intranet. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Workplace Learning QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 16. There are two types of goal orientations, including a mastery or learning goal orientation and a performance goal orientation. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Motivation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 17. Training motivation predicts learning and training outcomes and is influenced by environmental and individual factors. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Training Motivation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 18. Training motivation predicts training outcomes but NOT beyond the effects of cognitive ability.

Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Motivation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 19. Peter will be able to graduate from university in four years if he takes 40 university-level courses.

This type of goal should be classified as a proximal goal. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Motivation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 20. Learning goals are “process-oriented” and focus on the learning process. Performance goals, on the other hand, are “outcome-oriented goals,” thus focusing attention on the achievement of specific performance outcomes. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Motivation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 21. A trainee’s cognitive abilities influence how much and how quickly a trainee will learn, impacting actual job performance. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation REFERENCES: A Model of Training Effectiveness QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 22. Core self-evaluation is a personality variable that represents an individual’s self-appraisal of his worthiness, competence, and capability as a person. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: A Model of Training Effectiveness QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 23. According to Fleming, an individual’s learning style is a function of how she gathers information and how she processes information. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Learning Styles QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 24. According to Kolb, learning style is an individual’s preferred ways of gathering, organizing, and thinking about information. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Learning Styles QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation 25. Self-regulation prompts ask trainees questions about their preferred style of learning. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Learning Theories QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 26. Which of the following points is NOT supported by material in the textbook? a. Training is simply the means for accomplishing the goal. b. Training is the process of acquiring knowledge and skills. c. Training occurs when a new behaviour has been learned and it can be thought of as a skill. d. Training is the distal goal of training and development.

ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: What Is Learning?

QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 27. According to Robert Gagné, which of the following is generally related to the learning outcomes associated with intellectual skills? a. being able recall the capital of Argentina b. being able to remember the last three Stanley Cup winners c. being able to recite the alphabet d. being able to operate a tractor ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Learning Outcomes QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 28. Drawing on Gagné’s classification scheme, Kurt Kraiger and colleagues developed a multidimensional classification scheme of learning outcomes. What outcomes would Kraiger and colleagues include under their “affective outcomes” scheme? a. knowledge organization and declarative knowledge outcomes Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation b. attitudinal and motivational outcomes c. technical or motor skills and compilation outcomes d. cognitive and declarative outcomes ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Learning Outcomes QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 29. John Anderson’s ACT theory describes learning as a process across three stages. Which of these stages is NOT part of the ACT theory? a. declarative knowledge b. knowledge compilation c. adaptive knowledge d. procedural knowledge ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Stages of Learning and Resource Allocation Theory QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 30. What is the first stage of the ACT theory? a. knowledge compilation b. declarative knowledge c. procedural knowledge d. knowledge acquisition ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Stages of Learning and Resource Allocation Theory QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 31. What conclusions would you draw from the adaptive character of thought theory (ACT theory)? a. It suggests that motivational interventions might be more or less effective depending on the stage of learning. b. It recognizes that learning is a stage-like process that involves four important stages. c. It indicates that similar types of learning take place at different stages throughout the learning process. d. It relies on a complete assessment of the training needs of the participants prior to designing the training event.

Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Stages of Learning and Resource Allocation Theory QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 32. Which of the following is NOT an implication you would draw from understanding Kolb’s learning styles theory? a. trainees differ in the way they prefer to learn b. training methods should be aligned with the trainee’s learning preferences c. a trainee’s learning style is related to how trainees acquire knowledge in training and how they use information on the job d. training design should consider so-called learning modes ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Learning Styles QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 33. Which psychologist’s theories support the following statement: “Learning is a relatively permanent change in behaviour in response to a particular stimulus or set of stimuli”? a. David Kolb b. b. F. Skinner c. Robert Gagné d. Neil Fleming ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Learning Theories QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 34. The conditioning process includes three distinct yet connected concepts. Under which concept would a trainer reward each step as the trainee masters it in completing a complex task? a. shaping b. generalization c. chaining and generalization d. shaping and chaining Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Learning Theories QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 35. You have been asked to write a short report highlighting key points on how conditioning theory principles may be used in training. Which of the following points is NOT likely to be included in your report? a. training material should be broken up into logical parts b. trainees should be rewarded and encouraged throughout the training process c. generalization means that the conditioned response occurs in circumstances different from those in the training environment d. trainees should only be rewarded when they are able to generalize concepts learned in the training process ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Learning Theories QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 36. Which of the following best describes the conditioning theory concept known as generalization? a. the conditioned response occurs in circumstances different from those during learning b. the reinforcement of each step in a process until it is mastered c. the reinforcement of entire sequences of a task d. the desired behaviour that is associated with a learning outcome ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: Learning Theories QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 37. John, a novice sky diver, is told by his close friends that given the level of training he has received he should be able to perform his first jump “without any problems.” From a training and motivation perspective, what are John’s friends trying to do? a. increase John’s self-awareness b. increase John’s chaining ability Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation c. increase John’s self-efficacy d. increase John’s self-regulation ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Learning Theories QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 38. Observational learning requires four key elements: attention, retention, reproduction, and reinforcement. What type of activity is associated with reproduction? a. employees must be aware and observe the behaviour b. employees must observe and encode the behaviour c. employees must practise and rehearse the behaviour d. employees must continue to apply the behaviour ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Learning Theories QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 39. What additional input must be incorporated into social cognitive theory for observed behaviours to be attempted? a. self-motivation b. self-assessment c. self-regulation d. self-efficacy ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Learning Theories QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 40. You just found out you are going to lead a training class made up primarily of adult learners. You recall from a previous training and development class that significant differences exist in the design and delivery of training programs geared toward adults versus children. Which of the following statements about how you should approach the training is NOT congruent with adult learning theory? a. develop training content around theoretical frameworks versus work-related needs and interests b. include the trainees in the design and delivery of the training program Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation c. include the trainees in the needs analysis process d. attempt to explain the value of the training program and, when possible, incorporate the experiences of the trainees and use them as examples ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Adult Learning Theory QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 41. Which of the following characteristics are congruent with the notion of informal learning? a. spontaneous, immediate, and task-specific b. strategic, goal-oriented, and long-term focused c. structured, group-focused, and unplanned d. defined, organization-wide, and explicit ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Workplace Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 42. Which of the following is a factor that differentiates formal and informal learning? a. culture b. climate c. management style d. process driven ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Workplace Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 43. According to the textbook, what are the two most used methods for informal learning? a. face-to-face interactions and email communication b. social networking and Internet searches c. structured mentoring and coaching sessions d. email communications and intranet sites ANSWER: d Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation POINTS: 1 DIFFICULTY: Moderate REFERENCES: Workplace Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 44. The textbook identifies several reasons that informal learning is becoming more prevalent in organizations when compared to formal learning. Which of the following is NOT a reason supported by the material in the textbook? a. Organizations are finding time constraints impact their ability to deliver formal learning. b. What is learned tends to be used on the job immediately when informal learning methods are used. c. Informal learning has been found to deliver consistent learning outcomes. d. Informal learning has a significant effect on performance.

ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Workplace Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 45. You have been asked to do a short presentation to your class describing the differences between formal and informal learning. Which of the following points is NOT likely to be included in your presentation? a. Unlike formal learning, informal learning tends to be highly unstructured. b. Control over learning outcomes rests with the organization under formal learning processes. c. Formal learning tends to be tailored to individuals’ learning needs much more so than informal learning. d. Formal learning processes often create time gaps between learning and application on the job.

ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Workplace Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 46. Why is the concept of informal learning receiving so much attention from managers? a. because of the need to reduce expenditures in training and development b. because of the speed of change and demographic realities Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation c. because of the level of attention the topic of informal learning has received from academics and management gurus d. because it requires fewer resources and management attention ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Workplace Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 47. According to goal-setting theory, goals can be motivational if they have some specific characteristic.

Which of the following would NOT be considered one of those characteristics? a. time-bound b. challenging c. proximal in design d. supported with feedback ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Motivation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 48. John wants to be a member of Canada’s Olympic hockey team in ten years. What kind of goal is John pursuing? a. mastery b. distal c. proximal d. performance ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Motivation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 49. How is the concept of training motivation defined? a. trainees’ beliefs about how their behaviour is controlled b. the direction, intensity, and persistence of learning-directed behaviour c. the motivation that stems from a direct relationship between a worker and the task d. the relationship between worker, task, and valence ANSWER: b Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation POINTS: 1 DIFFICULTY: Easy REFERENCES: Training Motivation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 50. Training motivation is synonymous with which of the following? a. motivation to learn b. motivation to train c. motivation to perform d. motivation to change ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: Training Motivation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 51. What training conclusions can be drawn for individuals with an internal locus of control? a. they tend to have lower self-efficacy for training b. they tend to have higher training motivation c. they tend to have higher anxiety about training d. they tend to make a weaker link between effort and training ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Motivation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 52. Which of the following statements is correct in relation to goal orientation? a. mastery goals are needs-oriented and focus on learning processes b. mastery or performance goals have no impact on learning outcomes c. goal orientation may influence task performance as well as cognitive, affective, and motivational processes d. when learning to perform a new task, setting a difficult performance outcome goal has been found to be detrimental for performance ANSWER: c POINTS: 1 DIFFICULTY: Moderate Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation REFERENCES: Training Motivation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 53. Training leads to declarative knowledge, the acquisition of skills and abilities, and the retention of both over time. According to the model of training effectiveness, what other factor does NOT impact a trainee’s ability to learn and retain information and knowledge? a. a trainee’s attitude toward his/her job b. a trainee’s “self-belief” c. a trainee’s mental ability d. organizational effectiveness ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: A Model of Training Effectiveness QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 54. Marie, a fourth-year human resource student, is able to comprehend and summarize Chapter 2 of the textbook to a very high standard. What is Marie demonstrating? a. intellectual capital b. human capital c. cognitive ability d. psychomotor ability ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: A Model of Training Effectiveness QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 55. Which of the following is NOT considered to be part of core self-evaluations? a. self-esteem b. conscientiousness c. general self-efficacy d. locus of control ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Motivation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation 56. You are a senior human resource manager with a Canadian organization. On your way back home from a business trip, you stumble across an article praising the effectiveness of informal learning. You decide your organization should facilitate a work environment that promotes informal learning. Which of the following is NOT likely to be an action you will take? a. creating work processes that require team involvement by members from different parts of the organization b. removing physical barriers so as to facilitate regular contact between management and employees c. providing work teams with less autonomy so as to ensure quality control over outcomes d. condensing office spaces and making room for an open gathering area for coffee breaks and socializing ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Workplace Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 57. Where does workplace learning come from according to the 70-20-10 model? a. 70 percent from relationships and interactions with others, 20 percent from on-the-job experiences and assignments, and 10 percent from formal learning activities and events b. 70 percent from on-the-job experiences and assignments, 20 percent from formal learning activities and events, and 10 percent from relationships and interactions with others c. 70 percent from on-the-job experiences and assignments, 20 percent from relationships and interactions with others, and 10 percent from formal learning activities and events d. 70 percent from formal learning activities and events, 20 from on-the-job experiences and assignments, and 10 percent from relationships and interactions with others ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Workplace Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 58. If a trainer wants to ensure that she is following the 70-20-10 model, how much formal training should she be providing to employees? a. 70 percent b. 20 percent c. 10 percent d. 30 percent ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Workplace Learning Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 59. If a trainer wants to make sure that a training program is appropriate for trainees’ learning styles and most of the trainees prefer concrete experience and reflective observation, what learning style should the trainer focus on? a. converging b. accommodating c. assimilating d. diverging ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Learning Styles QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 60. If a trainer wants to use Fleming’s model and make use of all four learning styles, then which of the following should be included in the training program? a. visual, aural/auditory, read/write, and knowledge b. visual, aural/auditory, read/write, and kinesthetic c. abstract conceptualization, active experimentation, concrete experience, and reflective observation d. converging, diverging, assimilating, accommodating ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Learning Styles QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 61. List and briefly describe the five general categories of learning outcomes identified by Gagné. Provide an example of each.

ANSWER: The five categories are (1) verbal information – facts, knowledge, principles, and information, also called declarative knowledge; (2) intellectual skills – learning concepts, rules, and procedures, also called procedural knowledge; (3) cognitive strategies – application of information and techniques and knowing how and when to use them; (4) motor skills – physical movement that involves the use of muscles; and (5) attitudes – preferences and internal states as a result of our beliefs and feelings.

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Chapter 2 - Learning and Motivation POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 62. a) Define locus of control. Differentiate between internal and external locus of control, and explain the impact of locus of control on training motivation. b) Postulate why those with an internal locus of control might have higher training motivation.

ANSWER: a) Locus of control refers to people’s beliefs about whether their behaviour is controlled mainly by internal or external forces. People with an internal locus of control believe that they can control their own behaviour, while those with an external locus of control believe that their behaviour is determined by outside forces.

Locus of control is an important factor of training motivation, because those with an internal locus of control have higher training motivation. b) Students may have different views toward this answer as the textbook is silent on this issue. Possible answers may include the notion that if the trainee is ultimately responsible for his/her motivation level, he/she may in fact commit greater effort toward learning and effort is linked to training motivation.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 63. a) List and briefly describe the four characteristics goals must have in order to be motivational. b) An important characteristic of goals is the notion of “goal orientation.” Identify two general types of goal orientations and provide a brief example of each.

ANSWER: a) In order for a goal to be motivational, it must be specific in terms of its level and time frame, challenging enough to be difficult but not impossible to achieve, and accompanied by feedback in order to know whether or not progress is being made; finally, there must be a commitment to achieving the goal. b) Learning goals are process-oriented and focus on the learning process. They enhance understanding of the task and the use of task strategies. Performance goals are outcome-oriented goals that focus attention on the achievement of specific performance outcomes. Many possible answers offer examples of learning goals and performance goals. For example, a sales person learning a five-step sales process wants to understand the linkages between each step in the sales process (learning orientation). The same sales person wants to attain the highest score on a sales class final exam (performance orientation).

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 64. Compare and contrast Kolb’s and Fleming’s models of learning styles.

ANSWER: Kolb’s learning styles have to do with the way that people gather information

and process and evaluate it. Some people prefer to learn by reading while Copyright © 2019 Nelson Education Ltd.

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Chapter 2 - Learning and Motivation others prefer to learn by actually doing something. There are two modes that people use to gather information and two modes that people use to process and evaluate information. When you combine each mode for gathering information with each mode for processing and evaluating information, you have four learning styles. A converging learning style combines abstract conceptualization and active experimentation (thinking and doing). A diverging learning style combines concrete experience and reflective observation (feeling and watching). An assimilating style combines abstract conceptualization and reflective observation (thinking and watching). An accommodating learning style combines concrete experience and active experimentation (feeling and doing).

Fleming’s learning style has to do with an individual’s preferred ways of gathering, organizing, and thinking about information. There are four different perceptual preferences for how people prefer to learn. VARK is an acronym for the four different perceptual preferences or learning styles (visual, aural/auditory, read/write, and kinesthetic). The VARK model is based on how individuals prefer to receive information through four sensory modalities POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 65. Contrast the learning needs of children vs. the learning needs of adults in terms of personality, motivation, roles, openness and barriers to change, experience, and orientation to learning.

Now that you have contrasted the learning needs of children vs. adults, identify how an instructor could use those differences to enhance the learning experience of students.

ANSWER: Children have a dependent personality, while adults have independent personalities.

Children are extrinsically motivated and adults are intrinsically motivated. Children have few roles (student, child), while adults have many roles (employee, parent, spouse, citizen, etc.). Children are open to change, while adults have ingrained habits and attitudes. While children have few barriers to change, adults have many including the possibility of a negative self-concept, limited opportunities and time, and being exposed to inappropriate teaching methods. Children have limited experience to draw on, while adults have vast experience. The orientation to learning is subject-centred for children, and problem-centred for adults.

Look for students to link each of the variables above with a specific pre/during class activity that would support learning for children and adults.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 66. Describe four ways in which organizations can encourage informal learning. Briefly discuss the role that informal learning plays in workplace learning.

ANSWER: See The Trainer’s Notebook 2.1.

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Chapter 2 - Learning and Motivation • Encourage employees to foster informal learning in organizations.

• Form casual discussion groups of employees with similar projects and tasks.

• Create meeting areas that can be used by employees to congregate and communicate.

• Remove physical barriers that prevent employees from communicating.

• Create overlaps in shifts.

• Create small teams with a specialized focus.

• Allow groups to break for their routines for team discussions.

• Provide autonomy to modify work processes.

• Eliminate barriers to communication and give employees authority to take training on themselves.

• Condense office space and make room for an open gathering area.

• Match new hires with seasoned employees.

Informal means of learning, such as employees teaching each other their tips and tricks for performing tasks, account for more than half of all workplace learning, so it is very important that it be encouraged and supported in a systematic way.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 67. Compare and contrast andragogy and pedagogy and describe the six core assumptions about the adult learner.

ANSWER: Andragogy refers to an adult-oriented approach to learning that takes into

account the differences between adult and child learners. Pedagogy refers to the more traditional approach of learning used to educate children and youth.

Pedagogy assigns full responsibility to the instructor for making decisions about what, how, and when something will be learned and if it has been learned.

Andragogy makes six core assumptions about the adult learner: need to know, learner self-concept, learner’s experience, readiness to learn, orientation to learning, and motivation to learn. Adults need to know why they must learn something before they learn it. Adults have a self-concept of themselves that they are responsible for their own life decisions. Adults have acquired a great deal of experience in their lives and they differ from children and youth in terms of both the quantity and quality of experiences. Adults are ready to learn when there are things they need to know to improve and manage aspects of their life or to perform a task. Children and youth’s orientation to learning is subject oriented while adults’ orientation to learning is life-centred and focused on task performance and solving problems. Adults respond positively to external motivators such as promotions and pay raises but they are primarily motivated by internal motivators such as self-esteem and opportunities for growth and development.

POINTS: QUESTION TYPE: HAS VARIABLES: DATE CREATED:

1 Subjective Short Answer False 10/5/2018 8:18 AM

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Chapter 2 - Learning and Motivation DATE MODIFIED: 10/5/2018 8:18 AM

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Chapter 3 - The Needs Analysis Process 1. The needs analysis is often referred to as the most important step in the training and development process. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: What Is a Needs Analysis?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 2. Fundamentally, needs analysis deals with informing senior management why specific training initiatives have not resulted in improvements to organizational performance. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: What Is a Needs Analysis?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 3. The needs analysis process often starts with a concern expressed by a customer, employee, management, or some other stakeholder. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: The Needs Analysis Process QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 4. Only senior management must buy into the needs analysis process to ensure that the data collection will result in accurate information and that they have a vested interest in the success of the program. a. True b. False ANSWER: False POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 3 - The Needs Analysis Process DIFFICULTY: Moderate REFERENCES: The Needs Analysis Process QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 5. The textbook identifies three levels of needs analysis: organizational, cognitive, and person analysis. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: The Needs Analysis Process QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 6. A needs analysis helps to determine what type of training and development is required to resolve performance problems. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Needs Analysis Process QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 7. One of the key outputs of an organizational analysis is determining the congruency of a potential training program and the corporate or business-level strategy. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Organizational Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 3 - The Needs Analysis Process 8. Besides clarifying the nature of performance gaps, a needs analysis helps to determine whether training and development is a good solution to performance problems or whether some other intervention might be more effective. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Needs Analysis Process QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 9. Sandeep is doing a needs analysis to determine potential solutions to a current gap in an organization.

He starts the process by interviewing management on the company’s strategic direction and does a full resource review. Sandeep is most likely doing a task analysis on this company. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Organizational Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 10. Resource analysis is the identification of the resources available in an organization that might be required to design a training and development program. As a principle, it does not deal with determining whether the organization has the ability to implement the actual program. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Organizational Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 11. Organizational climate refers to the collective attitudes of its employees toward work, supervision, and company goals, policies, and procedures. a. True Copyright © 2019 Nelson Education Ltd.

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Chapter 3 - The Needs Analysis Process b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Organizational Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 12. An example of a strong training transfer climate could be praise provided by peers when a new employee uses conflict resolution skills acquired in a training program. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Organizational Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 13. A task analysis reveals the tasks required for a person to perform a job and the knowledge, skills, and abilities (KSAs) that are required to perform the tasks successfully. When done well, it often has five interrelated steps. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Task Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 14. Competencies are clusters of related knowledge, skills, and abilities that differentiate effective performers from ineffective performers. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Task Analysis Copyright © 2019 Nelson Education Ltd.

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Chapter 3 - The Needs Analysis Process QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 15. Questionnaires, structured interviews, and observation are techniques used in a task analysis to survey a sample of job incumbents. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Task Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 16. The traditional approach to a cognitive task analysis focuses on behaviours rather than the mental processes such as decision making. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Cognitive Task Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 17. The most common approach used to conduct a cognitive task analysis is interviews and surveys. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Cognitive Task Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 18. A person analysis fundamentally addresses the following questions: How well does the employee perform the tasks? Who, within the organization, needs training? And, what kind of training do they Copyright © 2019 Nelson Education Ltd.

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Chapter 3 - The Needs Analysis Process need? a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Person Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 19. Ineffective performance indicates that training is needed to close the gap between current performance and desired performance. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Person Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 20. One of the obstacles facing trainers is the belief by many managers that resources should be used for training activities—choosing action over analysis. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Obstacles to Needs Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 21. A rapid needs analysis is best used when the data that already exists is no longer useful for the design of training programs. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate Copyright © 2019 Nelson Education Ltd.

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Chapter 3 - The Needs Analysis Process REFERENCES: Obstacles to Needs Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 22. Self-assessment is best used when there is no time or resources to conduct a needs analysis. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Needs Analysis Sources QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 23. Compliance training refers to training programs that instruct employees on how to perform their jobs. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Organizational Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 24. A mandatory health and safety awareness training program in Ontario is an example of compliance training. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Organizational Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 25. Contingency management has its basis in social cognitive theory.

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Chapter 3 - The Needs Analysis Process a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Determining Solutions to Performance Problems QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 26. According to the vignette on TD Bank, what did TD do before it embarked on a robbery prevention and awareness training program? a. determined what kinds of resources were available for training b. conducted a needs analysis that included focus groups, interviews, and surveys c. changed the compensation approach to reward those branches with fewer robberies d. changed the company’s strategy to better match employees’ skills and abilities ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: TD Bank QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 27. Which of the following is NOT a typical step in the needs analysis process? a. task analysis b. design and delivery c. andragogy analysis d. Evaluation ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: The Needs Analysis Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 28. Which statement best describes the needs analysis process? a. it is the least important step in the training and development process b. it is a critical step designed to identify gaps in individual and organizational performance c. it identifies cost inefficiencies, yet it is silent on potential solutions to individual and organizational performance d. it collects data and information from management on skills and knowledge deficiencies in an Copyright © 2019 Nelson Education Ltd.

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Chapter 3 - The Needs Analysis Process organization ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Needs Analysis Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 29. Which statement would NOT be considered an “itch” according to the needs analysis model? a. ABC Inc. notices an increase in customer complaints b. ABC Inc. notices a decrease in productivity across all its business units c. ABC Inc. is faced with decreasing revenues and increasing costs d. ABC Inc. notices a decrease in employee absenteeism ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Needs Analysis Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 30. In which example does pressure to change employee behaviour come from the internal environment? a. a change in legislation that affects labour standards b. a change in customer preferences for products and services c. an increase in competition from rivals offering better products at lower prices d. an increase in the number of product-related mistakes that management notices ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Needs Analysis Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 31. According to the textbook, which important step in the needs analysis process is the most extensive, potentially leading organizations to skip it? a. a culture and climate audit of the organization b. a task and person analysis c. data collection at three levels: organizational, task, and person d. being clear on the nature of the actual “itch” Copyright © 2019 Nelson Education Ltd.

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Chapter 3 - The Needs Analysis Process ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: The Needs Analysis Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 32. Why must training plans, business strategy, and key stakeholder involvement be linked together in a needs analysis? a. to achieve the greatest support and continuity from the organization and its stakeholders b. to maintain the strongest political linkages and allies necessary for organizational change c. to increase resistance to change from individuals who were not given an opportunity to provide input d. to ensure that the organizational culture supports the key stakeholders ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Needs Analysis Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 33. A task analysis consists of a description of the activities or work operations performed on a job and the conditions under which these activities are performed. It normally includes six important steps. Which of the following would NOT be considered one of those steps? a. develop rating scales to rate the importance and difficulty of each task and the frequency with which it is performed b. provide feedback on the results of the task analysis c. prepare job descriptions and specifications for roles involved in the task analysis process d. use surveys and interviews to gather data and information from a sample of job incumbents ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Task Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 34. Your CEO has asked you to explain the potential negative consequences of having training and development plans that are not congruent with your company’s strategy. Which of the following is likely to be negatively affected for the organization if training initiatives are not aligned with the organization’s Copyright © 2019 Nelson Education Ltd.

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Chapter 3 - The Needs Analysis Process strategy? a. book value b. training costs c. flexibility d. market value ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Organizational Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 35. Which two factors from the external environment might affect an organization’s need for training and its employees’ receptivity to being trained? a. trade agreements and new technologies b. competitors and corporate strategy c. recessions and employment equity d. demographics and organizational culture ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: Organizational Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 36. What critical question is the resource analysis process attempting to answer? a. Does the organization have the desire to spend its resources on training? b. Does the organization have employees willing to learn? c. Does the organization have sufficient money, time, and expertise? d. Does the organization have access to effective decision makers?

ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Organizational Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 37. Which of the following does NOT align with the notion of a strong “learning culture”? a. an executive placing significant resources toward organizational learning b. workers at all levels of an organization who see knowledge and skill acquisition as part of their job responsibilities c. learning transfer is central to a strong learning culture Copyright © 2019 Nelson Education Ltd.

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Chapter 3 - The Needs Analysis Process d. a culture focused primarily on formalized learning processes ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Organizational Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 38. Which example characterizes a strong climate for transfer of training? a. It takes three months for a trainee to be given the opportunity to apply what was learned in training. b. Financial and non-financial benefits are associated with applying material learned in training. c. Supervisor and peer support for the use of newly acquired skills is not evident. d. Newly trained employees face few consequences for not using material learned in training.

ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Organizational Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 39. Johnathan, a training specialist, is undertaking a needs analysis for an organization. He is attempting to determine which specific jobs in the organization are contributing to a specific “itch.” What step in the needs analysis process is Johnathan most likely performing? a. stakeholder consultation b. organizational analysis c. task analysis d. person analysis ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Needs Analysis Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 40. What is one drawback of a task analysis process? a. It ignores mental processes required to complete a task. b. It focuses only on target jobs as opposed to all jobs within the organization. c. It develops bias from subjective rating scales and the use of estimates. d. It assumes tasks are performed by teams, not individuals.

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Chapter 3 - The Needs Analysis Process ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Task Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 41. One of your colleagues is somewhat confused about the distinction between skills and competencies.

You decide to provide your colleague with a concise explanation. Which of the following statements would best capture the distinction between these two terms? a. competencies are the same as skills b. negotiating a collective agreement is an example of a skill, while competencies are universal in scope such as winning agreement on goals and expectations c. competencies are related to knowledge and tend to be narrow in scope d. skills are behaviours that are not observable, while competencies must be observable ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Task Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 42. Teamwork competencies include things such as how to communicate, interact, and coordinate tasks effectively with team members, which can be identified by conducting a team analysis. From a training perspective, what are these competencies primarily used for? a. to communicate to stakeholders the importance of team competencies b. to lead teams through discussions to identify key new themes and goals that everyone can accept and use as part of the training program c. to attain buy-in from stakeholders to secure appropriate funding d. to serve as the basis for writing training objectives and provides guidance on program design ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Team Task Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 43. According to the textbook, a person analysis attempts to answer a series of questions. Which of the following questions is NOT associated with a person analysis?

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Chapter 3 - The Needs Analysis Process a. Are the resources available to train? b. How well does the employee perform the job? c. Who needs training? d. What kind of training is needed?

ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: Person Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 44. What deficiency in task analysis does the newer technique of cognitive task analysis address? a. It compensates for the repetitiveness of observable tasks. b. It involves complex mental tasks that are not easy to observe. c. It expands a task analysis to incorporate differences in diversity. d. It allows participants to focus on unusual rather than routine tasks.

ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Cognitive Task Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 45. What is the main difference between a traditional task analysis and a team task analysis? a. A traditional task analysis depends on job descriptions whereas a team task analysis depends on competencies. b. A team task analysis relies on an organization being a certain size in order to be relevant and useful. c. A traditional task analysis is usually applicable to lower level jobs on the organizational chart and not management. d. A team task analysis identifies the interdependencies of the job and the skills required for task coordination.

ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Team Task Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 3 - The Needs Analysis Process 46. Judy, a human resource professional, decides to undertake a person analysis at TD Bank. What question is Judy seeking an answer to? a. How is training linked to TD Bank’s strategy? b. Which employees at TD Bank need training? c. When are tasks performed and what resources are available at TD Bank? d. What external forces are affecting TD Bank?

ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Person Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 47. At Company ABC, the lack of which of the following elements is an example of a structural barrier to effective performance? a. appropriate performance measurements b. supportive reward systems c. clarity around roles and responsibilities d. tools and equipment to do their jobs ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Determining Solutions to Performance Problems QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 48. Which of the following is NOT an information barrier to effective performance? a. informal leaders b. lack of performance metrics c. ineffective feedback d. vague objectives ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Determining Solutions to Performance Problems QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 49. You have determined that employees would be able to accomplish a particular task “if their lives depended on it.” What is a logical conclusion you should make? a. increase training efforts b. change the way jobs are designed c. change the rewards d. training is not the issue ANSWER: d Copyright © 2019 Nelson Education Ltd.

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Chapter 3 - The Needs Analysis Process POINTS: 1 DIFFICULTY: Moderate REFERENCES: Determining Solutions to Performance Problems QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 50. Under which scenario is training the LEAST likely intervention in dealing with a performance problem? a. Mary performs a particular task frequently b. Providing Mary with coaching is too expensive and time consuming c. Mary has a mission critical role d. Mary does not receive feedback on her performance ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Determining Solutions to Performance Problems QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 51. What is the best method of collecting data in a needs analysis process? a. any combination of methods that uses at least three of the nine methods b. typically, a combination of interviews, observations, and work samples c. the combination of methods that most likely results in senior management approval d. available resources, analyst expertise, and the nature of the responses should drive the choice of method ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Needs Analysis Methods QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 52. Ideally, what should a manager do if an employee has a genuine skill deficiency and does not have the potential to learn a new task? a. fire the employee immediately b. give the task to another individual, even if it impacts productivity negatively c. notwithstanding the lack of potential to learn, double up the training effort d. if possible, simplify the task, lower expectations, or transfer the employee Copyright © 2019 Nelson Education Ltd.

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Chapter 3 - The Needs Analysis Process ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: Determining Solutions to Performance Problems QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 53. Which data collection method is relatively inexpensive to administer and provides data in a format that is easy to report and summarize? a. work samples b. Observations c. Surveys d. Interviews ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Needs Analysis Methods QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 54. Which of the following is an obstacle organizations cite as the reason to avoid conducting a needs analysis? a. Trainees often claim that they are rewarded for taking the time to conduct a needs analysis. b. Organizations usually can see how the investment of time and resources will produce a viable training solution. c. Organizations are most concerned with training employees quickly rather than waiting for research to be conducted. d. Managers and employees do not have the creative techniques and critical methods of inquiry needed to conduct a needs analysis.

ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Obstacles to Needs Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 55. Which data collection method is expensive to use but allows for on-the-spot synthesis of different viewpoints via two-way communication? a. the quick needs analysis b. group discussion c. questionnaires d. key consultation ANSWER: b Copyright © 2019 Nelson Education Ltd.

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Chapter 3 - The Needs Analysis Process POINTS: 1 DIFFICULTY: Easy REFERENCES: Needs Analysis Methods QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 56. If the training department does not have the time or resources to conduct a needs analysis but can use existing data and other information that is available, what is it doing? a. a streamed needs analysis b. a basic needs analysis c. a rapid needs analysis d. a short needs analysis ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Obstacles to Needs Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 57. If an organization was not planning on designing and delivering a training program but the provincial government has just introduced a new bill that requires training, what is this called? a. mandated training b. compliance training c. government training d. required training ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Organizational Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 58. What are the most common approaches for conducting a cognitive task analysis? a. interviews and observation b. interviews and surveys c. surveys and observation d. focus groups and observation ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Cognitive Task Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 3 - The Needs Analysis Process DATE MODIFIED: 10/5/2018 8:18 AM 59. If a trainer wants to learn about employees’ self-efficacy and training motivation, what should he do? a. task analysis b. team task analysis c. person analysis d. cognitive task analysis ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Person Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 60. If a trainer has discovered that there are no consequences for desirable behaviours and employees are sometimes punished for good performance, then what should the trainer focus on for improving performance? a. training b. feedback c. goal setting d. contingency management ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Determining Solutions to Performance Problems QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 61. There are many alternatives to training when solving performance problems. Identify and briefly describe three such alternatives.

ANSWER: Three alternatives to training for solving performance problems are: (1) feedback—give employees performance feedback so they can compare their performance to their goal and regulate their own behaviour and performance; (2) goal setting—help the employee set performance goals that are specific and challenging as a way of increasing their motivation; and (3) practice—if it is a skill the employee has not used in some time, instead of formal training they might just require some practice to refresh their skills.

Students may indeed identify other alternative issues causing the gap in performance, including but not limited to rewards not congruent with desired behaviour, management practices, job design, etc.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 62. Outline at least five conditions under which training might be the best solution to performance Copyright © 2019 Nelson Education Ltd.

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Chapter 3 - The Needs Analysis Process problems.

ANSWER:

(1) when the task is performed frequently; (2) when the task is difficult; (3) when correct performance is critical; (4) when the employee does not know how to perform as required; (5) when performance expectations and goals have been made clear and employees receive feedback on their performance; (6) when there are (or will be) positive consequences for correct work behaviour, and there will NOT be negative consequences for performing as required; and (7) other solutions (like coaching) are ineffective or too expensive.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 63. Outline the differences between a cognitive task analysis and a team task analysis.

ANSWER: A cognitive task analysis focuses on mental processes and requirements for performing a job while a team task analysis must identify the interdependencies of the job as well as the skills required for task coordination. Cognitive task analysis is especially useful for jobs that are complex, dynamic, and may have high-stake outcomes. The main objective of team task analysis is to assess team-based competencies such as knowledge, skills, and attitude.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 64. Describe how Mager and Pipe’s decision tree is used in determining if training is the best solution to performance problems.

ANSWER: The decision tree is helpful in first clarifying what the performance discrepancy is, as well as in asking the question of whether or not the discrepancy is important enough to invest resources in correcting. It then asks the question of whether or not the problem is a result of a skills deficiency. It the answer is “yes,” then there are a number of options to consider that include formal training, practice, feedback, goal setting, changing the job, or even the person in the job. If the answer is “no,” then there are several questions asked to help determine what the barrier to effective performance is, and how to remove that barrier. For example, if non-performance is being rewarded, then remove that reward, and arrange a positive consequence for performing properly. The decision tree is useful to encourage an exploration of all the possible barriers to effective performance, and not just jumping to the conclusion that training is the best or only solution.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 3 - The Needs Analysis Process 65. Identify and briefly describe the three steps in the person analysis process.

ANSWER: The three steps in a person analysis are: (1) define the desired performance—establish the norms and standards of acceptable performance; (2) determine the gap between desired and actual performance—compare where the employee is relative to the standard, and (3) identify the obstacles to effective performance—determine what is the cause or source of the gap.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 66. You have been hired to manage a call centre for a local organization. You notice a pattern of activity that is of concern to you: Customers wait on line before being served for an average of 15 minutes. This is an issue as it impacts the quality of service and is costing you potential sales. Apply in detail the needs analysis process introduced in the textbook.

ANSWER: Students should apply the four-step process introduced in the textbook (Concern, Importance, Consult Stakeholders, and Data Collection) to this vignette. Each of these steps should be detailed enough so as to capture the germane topics under each step. For example, Data Collection must address three areas: Organization, Task, and Person Analysis.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 67. You have been asked by management to design and deliver a training program on non-technical skills.

However, the budget for the program does not include a needs analysis. You want to first conduct a needs analysis before designing the training program. To convince management, you want to emphasize the outcomes that result from a needs analysis. Describe the outcomes that you will present to management when you request time and resources to conduct a needs analysis.

ANSWER: A needs analysis is important for knowing whether training and development

is a good solution to performance problems or whether some other intervention might be more effective. Needs analysis information is also used to determine where training is needed in the organization, what type of training is required, and who in the organization should receive training. It is also used to write training objectives, design training programs, and in the development of measures for training evaluation.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 68. What is compliance training and what are some examples of it from the textbook?

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Chapter 3 - The Needs Analysis Process ANSWER:

Compliance training refers to training programs that are mandated by government legislation and regulations as well as industry and organization policies. Some examples noted in the textbook include occupational health and safety policies in British Columbia that require employees and supervisors to be trained on how to recognize the potential for bullying and harassment, how to respond to bullying and harassment, and procedures for reporting incidents of bullying and harassment. In Ontario, all workers and supervisors who are subject to the Occupational Health and Safety Act (OHSA) must complete a mandatory health and safety awareness training program to inform workers of their rights and responsibilities when it comes to workplace health and safety. Another example from Ontario requires organizations to provide all of their employees’ accessibility training on how to interact with people with different disabilities in accordance with the Accessibility for Ontarians with Disabilities Act. A final example is that all new judges in Ontario are required to undergo mandatory training on sexual assault issues.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM

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Chapter 4 - Training Design 1. A training objective is a statement of what trainees are expected to be able to do after a training program. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Training Objectives QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 2. In a way, training objectives serve to connect the needs analysis process with other elements of a training program. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Objectives QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 3. A training objective has five key elements of the desired outcome, including who is to perform the task, what is the behaviour to be observed, when and where the behaviour is displayed, and why the behaviour is important. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Objectives QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 4. “Paul will be able to call 20 customers per day from a pre-assigned list of potential customers.” This is an example of a well-written training objective. a. True b. False ANSWER: False Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design POINTS: 1 DIFFICULTY: Easy REFERENCES: Training Objectives QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 5. A well-written training objective should contain some kind of observable action with a measurable criterion indicating to the trainee and trainer the conditions of performance. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Objectives QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 6. ABC Ltd. has made a strategic decision to expand into China. As such, it made the decision to provide six managers training in basic Mandarin. Given this training decision, ABC Ltd. should purchase the program from an outside supplier. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: The Purchase-or-Design Decision QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 7. There are many advantages to purchasing “packaged training programs.” However, the most significant advantage is that these packages often align with internal organizational norms, language, and values. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: The Purchase-or-Design Decision QUESTION TYPE: True / False HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 8. Internally developed training programs have many advantages over packaged programs including security and confidentiality. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Purchase-or-Design Decision QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 9. A request for proposal often provides very broad details associated with training needs of an organization. As a result, only about five percent of proposals are accepted by organizations. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Request for Proposal (RFP) QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 10. Failure to prepare a comprehensive request for proposal may result in organizations purchasing a program that does not address the underlying training needs of an organization. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Request for Proposal (RFP) QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 11. Issuing an RFP may require that an organization spend resources determining its actual training needs and identifying training solutions required from vendors and consultants. a. True Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Request for Proposal (RFP) QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 12. Of the three broad training methods, the textbook concludes that “off-the-job” training methods are the most effective. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Methods QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 13. Coaching and performance aids are two examples of blended training. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Training Methods QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 14. The notion of metacognitive strategies includes two primary functions, control and monitoring. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Active Practice QUESTION TYPE: True / False HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 15. Attentional advice has been found to have a negative effect on skill-based learning. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Active Practice QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 16. Overlearning is an appropriate practice condition to use in helping a lifeguard master lifesaving interventions that may not be used often. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Active Practice QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 17. According to Gagné, it is critical that trainers identify and break down tasks into individual steps which are then organized in a logical and meaningful manner. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Active Practice QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 18. William, a training specialist, wants to make sure trainees are able to use particular skills across multiple scenarios, often in situations very different from those experienced in training. This approach relies on principles of learning associated with the notion of “routine expertise.” a. True Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Active Learning QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 19. Error-management training occurs when training programs are designed so as to minimize the likelihood of trainees committing errors during the training process. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Error-Management Training (EMT) QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 20. Analogical tasks are tasks that are performed by employees that resemble tasks performed in training. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Error-Management Training (EMT) QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 21. Training design influences learning but is not likely to influence learner engagement. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Introduction QUESTION TYPE: True / False HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 22. Bloom’s taxonomy of learning objectives includes six main categories (Remember, Understand, Apply, Analyze, Synthesize, and Create). a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Objectives QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 23. In Canada, organizations allocate 59 percent of direct learning and development expenditures to external sources. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Purchase-or-Design Decision QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 24. Training content has greater meaningfulness to trainees when it is rich in associations and it is easily understood. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Training Content QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 25. One way to maximize learner engagement is to provide clear, detailed, and timely feedback throughout training. a. True Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Active Practice QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 26. Which of the following statements regarding training objectives is true? a. training objectives are done without direct connection to the needs analysis b. training objectives should be written prior to designing a training program c. training objectives tend to be broad in language so as to provide the trainer with flexibility d. training objectives do not address standards of performance but do emphasize the conditions of performance ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Objectives QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 27. Peter is currently thinking about the numerous activities he has to do to design a training program.

Which of the following is NOT an activity Peter is likely thinking about? a. determine what content should be provided to allow training objectives to be met b. determine how to calculate cost vs. benefits associated with the training program c. decide how training should be provided: on-the job, off-the-job, or e-learning d. create a statement describing what trainees should be able to do after training ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Objectives QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 28. “The call centre operator will be able to handle 20 inbound calls per day during his/her regular shift, using customer information software, and will be able to generate $850 in incremental revenue from new customers.” In this scenario, what would “…..be able to generate $850 in incremental revenue” represent? a. what the trainee will be able to do after training b. the actual behaviour the trainee will demonstrate Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design c. the conditions under which the behaviour will be demonstrated d. the standard by which the behaviour will be judged ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Objectives QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 29. What key component for a final written training objective would be related to the statement “Joe will be able write a short two-page story without making grammatical or spelling errors”? a. criterion b. performance c. evaluation d. condition ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Objectives QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 30. A well-written training objective should closely resemble which of the following terms? a. adaptive behaviour b. person analysis c. task analysis d. needs analysis ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Training Objectives QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 31. A Canadian chartered bank decides to develop and deliver a training program internally. What potential reasons justify this decision? a. better security and the need to train a large pool of employees b. higher quality and availability of trainers c. lower cost and higher quality d. extensive testing coupled with ancillary services ANSWER: a POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design DIFFICULTY: Moderate REFERENCES: The Purchase-or-Design Decision QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 32. What are the two most important factors to consider when making a purchase decision for a training program? a. cost of the program and number of potential trainees b. time required to deliver the program and current knowledge of employees c. expertise of the external service provider and senior management preference d. urgency of delivery and level of front-line management support ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: The Purchase-or-Design Decision QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 33. Company ABC is currently experiencing a notable increase in the number of “bullying” incidents at work. A needs analysis determines that in fact employees did not understand how their behaviour was making colleagues uncomfortable. As a result, it decided to launch immediately a companywide training program to address bullying at work. What would you suggest ABC’s next step should be? a. issue a comprehensive request for proposal b. partner with a local university or college c. ask the human resource department to do an organizational analysis d. start an organizational analysis to determine who in the organization should lead this project ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Request for Proposal (RFP) QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 34. What is the main reason for misalignment between a request for proposal and the actual training program delivered to an organization? a. The organization extended its search to a limited number of trainers. b. The organization overstated the positives of the requested training. c. The organization was not honest about the resources it had available. d. The organization did not describe its most critical training needs.

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Chapter 4 - Training Design ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: Request for Proposal (RFP) QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 35. You have been tasked with submitting a request for proposal (RFP) on behalf of your company and begin to think about the process. What is likely to be the most important information that you decide should be included in your RFP? a. determining the number of trainers required to deliver the training program b. creating the proper scope for the project including a budget and specific training methods to be used c. describing in detail the training needs required, and how those needs fit the overall training strategy d. creating a vendor list to solicit vendors from both academia and industry to provide for a wide scope of expertise ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Request for Proposal QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 36. According to the textbook, training content should be anchored on which of the following? a. the employee who is to perform the desired behaviour b. the needs and objectives of the training c. the standard that will evaluate the behaviour d. the time when the new content will be needed ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Training Content QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 37. A Canadian life insurance company decides to design a new sales training program for its 1000 commission-based salespeople. In the design process, the company solicits the feedback of successful salespeople as well as sales consultants. Which of the following best describes the successful salesperson Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design and the external consultant? a. adaptive stakeholders b. inputs into the person analysis process c. subject-matter experts d. contingency management stakeholders ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Content QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 38. An instructor spends one-hour lecturing students on the merits and processes required to produce a written training objective. She then requests that students apply the lecture material by producing a written training objective for a specific role. What technique is this instructor using? a. blended training b. active practice c. condition of practice d. goal orientation ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Active Practice QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 39. Which of the following conditions of practice would be classified as a “pre-training intervention”? a. deciding to have mastery goals in the program b. distributing practice so training may be broken up by rest periods c. providing feedback to trainees on their ongoing performance d. ensuring the program has elements of overlearning in its design ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Active Practice QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 40. Conditions of practice may be implemented during training that include the notion of “massed practice.” Which of the following statements aligns best with what “massed practice” refers to? a. whether the training material is learned one part at a time or in sequence b. training is conducted in one session without breaks between sessions c. the time horizons for the segments of a training program Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design d. having performance becoming almost automatic in nature ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Active Practice QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 41. An instructor provides students with a diagram of the needs analysis process. What type of pretraining intervention does this represent? a. metacognitive strategy b. attentional advice c. advance organizer d. psychomotor condition ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Active Practice QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 42. Before a training session begins, a group of trainees get together to determine and agree on team roles and responsibilities as well as team performance expectations for the group. Which of the following pretraining interventions is this group of trainees likely using? a. preparatory information b. pre-practice brief c. conditions of practice d. goal orientation ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Active Practice QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 43. Which statement is congruent with the notion of distributed practice? a. learning is enhanced when cramming is used by trainees b. learning is enhanced when material is provided in a single session c. distributed training sessions tend to result in lower learning levels over time d. distributed training sessions tend to result in higher learning levels over time ANSWER: d POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design DIFFICULTY: Moderate REFERENCES: Active Practice QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 44. Under what condition(s) would overlearning be an appropriate approach? a. performing complex tasks under significant pressure b. performing simple tasks that are routine in nature c. performing tasks that are done daily d. performing tasks that do not have pre-established procedures ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Active Practice QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 45. According to the textbook, which of the following is NOT a characteristic of effective training feedback? a. when a response is provided correctly, provide positive feedback b. demonstrate to the trainee how to respond correctly c. when a response is provided incorrectly, provide some element of punishment d. provide feedback immediately after the response is provided ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Active Practice QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 46. Margaret attended a training session designed to teach “weekend mechanics” the basics of routine maintenance on Honda gas engines. To Margaret’s surprise, she was able to apply the same basic principles to routine maintenance of different gas-powered engines in her garage. Which of the following terms best captures this generalization of knowledge from Honda engines to other gas-powered engines? a. subject-matter expertise b. routine expertise c. adaptive expertise d. active expertise ANSWER: c POINTS: 1 DIFFICULTY: Moderate Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design REFERENCES: Active Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 47. What term describes the traditional approach of teaching trainees to reproduce specific behaviours in similar settings and situations as those experienced in training? a. routine practice b. routine training c. routine expertise d. routine knowledge ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Active Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 48. Which of the following design elements should NOT be used in designing a training program for active learning? a. exploratory learning b. error framing c. emotion control d. proceduralized instruction ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: Active Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 49. What has research concluded about active learning? a. it is effective for developing adaptive expertise b. it is effective for learning rigid policies and procedures c. it provides the trainer with much more control over trainees’ learning processes d. it gives trainees much less control over their learning experience ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: Active Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design DATE MODIFIED: 10/5/2018 8:18 AM 50. Which statement is supported by the notion of error management as a learning design method? a. Error management and error avoidance are synonymous. b. The instructor should provide vague and misleading instructions. c. The instructor should provide detailed instructions and rubrics so as to minimize errors. d. It would be a mistake to explicitly encourage trainees to make mistakes during the learning process.

ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Error-Management Training (EMT) QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 51. You have decided to incorporate error-management elements into a sales training program you are designing. As you require senior management support for your program, you decide to put together a short report supporting the value of including elements of error-management in your sales program.

Which of the following should NOT be included in your report? a. errors are a source of negative feedback which can be helpful in training b. errors can be foundational in the learning process c. trainees tend to enjoy training sessions that include error-management elements d. errors force learners to develop error-recovery strategies which lead to improved performance ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Error-Management Training (EMT) QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 52. How can error training improve learning and performance? a. Errors force trainees to learn error-recovery strategies. b. Errors allow trainees to learn to avoid certain activities. c. Errors enable trainees to learn how to sequence activities. d. Errors permit trainees to view themselves as human.

ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Error-Management Training (EMT) QUESTION TYPE: Multiple Choice HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 53. Which stage in the model of training effectiveness includes elements of active practice and conditions of practice? a. trainee characteristics b. training design c. individual behaviour and performance d. organizational effectiveness ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Model of Training Effectiveness—Training Design QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 54. What conclusions can you draw from research presented in the textbook on error-management training? a. it is effective for performance during training but not for post-training performance b. it is more effective for tasks that require routine expertise c. it is more effective for the performance of tasks that require adaptive expertise d. trainers should avoid using error-management training ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Error-Management Training (EMT) QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 55. Which of the following scenarios is an example of distributed practice? a. learning a complex task one step at a time during the same session b. learning to perform a task over a number of sessions with breaks in between sessions c. continuing to practice even when the trainee has mastered the task to a high level d. having several trainees learn to perform a task together, also described as group learning ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Active Practice QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design 56. What was the focus of the training program at the University of British Columbia that was mentioned in your textbook? a. diversity training b. mindfulness training c. safety training d. team training ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Introduction QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 57. What is the term describing the extent to which trainees are cognitively, physically, and emotionally immersed in the training content and the learning process? a. active practice b. metacognition c. overlearning d. learner engagement ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Introduction QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 58. Which of the following is NOT one of the categories from Bloom’s taxonomy of learning objectives? a. synthesize b. Bloom’s Analyze c. Bloom’s Evaluate d. create ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Objectives QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 59. What percentage of learning and development expenditures in Canada are allocated to external sources? a. 19 percent b. 29 percent c. 39 percent d. 49 percent ANSWER: c POINTS: 1 DIFFICULTY: Difficult Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design REFERENCES: The Purchase-or-Design Decision QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 60. If a trainer wants to making the training content of a training program meaningful to trainees, what should he do? a. make the training content rich in details and easily remembered by trainees b. make the training content rich in details and easily understood by trainees c. make the training content rich in associations and easily remembered by trainees d. make the training content rich in associations and easily understood by trainees ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Content QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 61. a) Explain the purposes of training objectives in terms of their importance to trainers, trainees, and managers, providing at least one example for each. b) A final written training objective should include three components. Identify and describe those three components.

ANSWER: a) Training objectives are important to trainers for three reasons: to assess trainees prior to instruction to see if they have mastered any of the objectives; to aid in the selection of training content and methods; and to help develop evaluation methods.

Training objectives are important to trainees because they inform trainees of the goals of a training program; allow trainees to focus their energies on achieving specific goals; and communicate the importance of training and to promote accountability. Training objectives are important to managers because they communicate what the trainees should be able to do as a result of the training; and they let managers and supervisors know what is expected of the trainees so they can reinforce and support newly trained knowledge and skills on-the-job. b) The three components are: 1) Performance (what will a trainee be able to do after training, or what behaviour will trainees demonstrate after training); 2) Condition (under what conditions will trainees be able to demonstrate the performance behaviour, including tools and time constraints) and 3) Criterion (what is the level of acceptable performance against which you will judge the performance of trainees).

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 62. Compare and contrast the advantages and disadvantages of developing training programs internally Copyright © 2019 Nelson Education Ltd.

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Chapter 4 - Training Design versus purchasing packaged programs.

ANSWER: Internally developed programs have advantages in terms of security and confidentiality, the use of the organization’s language, and the incorporation of its values. In addition, internally developed programs can take advantage of internal content expertise, the understanding of the specific target audience of the training, as well as having pride and credibility as a result of having a customized program.

Purchased or externally developed training programs may have quality advantages, are usually available immediately (or at least more quickly), may include ancillary features such as videos and tests, and may be less expensive than internally developed programs. In addition, purchased programs may also be able to be customized to provide some of the advantages of internally developed programs.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 63. Define and briefly describe the term active practice.

ANSWER: Active practice refers to providing trainees with opportunities to practice performing a training task or to use their new knowledge during the training session. Active practice can result in a better understanding and retention of new knowledge and skills.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 64. Describe the differences between massed and distributed practice, and explain the benefits of each.

ANSWER: Massed practice is sometimes referred to as “cramming”—such as compressing practice into one long, continuous session with few or no rest or breaks. By contrast, distributed practice involves dividing the practice into several smaller training sessions or “chunks,” with rest intervals in between. While massed practice has some practical advantages in terms of scheduling, travel, use of facilities, etc., distributed practice generally results in better learning and retention, and ultimately leads to higher performance.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 65. Distinguish between error training and error-avoidant training.

ANSWER: Error training—errors are a source of negative feedback that can have a positive influence on learning. Errors should be incorporated into the training process.

Allows trainees to make errors while learning how to perform a task. Can be done by providing only basic information about tasks. Trainees try out different approaches, possibly making more errors.

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Chapter 4 - Training Design Error-avoidant training—trainees are given detailed instructions on how to do tasks so that they are less likely to make mistakes. Trainer intervenes when errors are made. Negative feedback reduced by greater and more explicit instructions.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 66. Based on a needs analysis, your company has decided that its sales force are in need of training so as to drive greater sales in specific target markets. From a resource perspective, your company does not have the training resources to design and deliver this type of training. As such, senior management has requested that you develop a Request for Proposal (RFP) to identify a potential service provider for your sales training. What are some of the potential categories/sections you would use to prepare your company’s RFP? ANSWER: Students should refer to the eight categories/sections in The Trainer’s Notebook 4.1: “An Effective Request for Proposal (RFP)” for guidance. The eight categories are (1) have a clear vision of your overall learning strategy; (2) create proper scope for the project; (3) develop a vendor pre-qualification checklist; (4) create a vendor scorecard; (5) use a template; (6) don’t overstate the positive or understate the negative; (7) design a request-for-information questionnaire; (8) allow sufficient time for responses.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 67. What is the purpose of providing trainees with feedback and knowledge of results and what are the five reasons that feedback is critical for learning.

ANSWER: The purpose of providing trainees with feedback and knowledge of results

about their performance on a training task is so that they know how they are performing. Feedback is critical for learning for at least five reasons. First, feedback lets trainees know whether they are performing the training task effectively. Second, positive feedback can help build confidence and strengthen trainees’ self-efficacy. Third, positive feedback can be reinforcing and stimulate continued efforts and learning. Fourth, feedback is necessary for trainees to know whether they have attained their goals and whether they need to revise them or set new ones. Fifth, clear, detailed, and timely feedback throughout training will maximize learner engagement.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 68. What is the meaning and purpose of active learning and how do you design a training program for active learning?

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Chapter 4 - Training Design ANSWER:

Active learning is an approach to training that gives trainees control over their learning so that they become active participants in their own learning experience. The purpose of active learning is for trainees to learn adaptive expertise - the ability to use knowledge and skills across a range of tasks, settings, and situations. There are three design elements for designing a training program for active learning: exploratory or discovery learning, error framing, and emotion control.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 69. What is error-management training and is it more effective than error-avoidant training? When is it more or less likely to be more effective?

ANSWER: Error-management training (EMT) involves explicitly encouraging trainees to

make errors during training and to learn from them. EMT results in more positive training outcomes than training that does not encourage errors or error-avoidance training. However, EMT is especially effective and more effective than error-avoidant training in the following situations: EMT is effective for post-training performance but not performance during training; EMT is more effective for the performance of tasks that require adaptive expertise or adaptive tasks (tasks that differ from those worked on during training and require different solutions) than for analogical tasks; EMT is most effective when it was accompanied by error-management instructions.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM

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Chapter 5 - Off-the-Job Training Methods 1. The Queen’s University Faculty of Heath Sciences vignette makes a strong case for why they do not use off-the-job training methods, focusing learning at the beside with real patients. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Queen’s University Faculty of Health Sciences QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 2. Instructor-led classroom training continues to be the most popular method of providing training in both Canada and the United States. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Introduction QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 3. The lecture method offers tremendous advantages over other training methods particularly if the learning outcomes are geared toward changing behaviour or acquisition of skills. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Lecture Method QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 4. The discussion method is a training method strongly linked with the development of critical thinking skills and declarative knowledge acquisition. a. True b. False ANSWER: False POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods DIFFICULTY: Moderate REFERENCES: Discussion Method QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 5. One advantage of audio-visual methods used in a training program is the ability of the trainer to control the pace of the training. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Instructional Media QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 6. The case study method of training works best in structured and formalized classroom settings. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Case Study Method QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 7. Several studies have found that using cases improves communication skills and problem solving, and enables students to better understand management situations. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Case Study Method QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods 8. Case incident and case study methods share many similarities including length of material provided, scope of issues covered, and preparation requirements. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Case Incident Method QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 9. When compared with the case study method case incidents tend to be broad in scope, often dealing with multiple complex management issues. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Case Incident Method QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 10. Some evidence suggests a “mixed modelling strategy” in program design is in fact more effective for behavioural generalization versus simply showing the trainee the correct behaviour. a. True b. False ANSWER: True RATIONALE: PTS 1 POINTS: 1 DIFFICULTY: Difficult REFERENCES: Behaviour Modelling Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 11. The textbook seems to support the idea that transfer of behaviour to the worksite is straightforward if behaviour modelling training is used as the primary training method. a. True b. False ANSWER: False Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods POINTS: 1 DIFFICULTY: Easy REFERENCES: Behaviour Modelling Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 12. It is important that the model used in behaviour modelling training is someone who is perceived to be credible by the trainer. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Behaviour Modelling Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 13. The role-play instructional method has three stages: development, enactment, and debriefing. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Role Play QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 14. One of the weaknesses associated with role plays is the notion that role plays must always include just three actors: a manager or supervisor, an employee, and an observer. Variations to this approach are not encouraged. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Role Play QUESTION TYPE: True / False HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 15. The debrief phase of role play is of critical importance and should last much longer than the enactment phase. Through feedback and reflection, learning really occurs during the debrief phase. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Role Play QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 16. One of the limitations of role play is that trainees are not shown exactly what to do and how to behave prior to participating in the role. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Role Play QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 17. An example of physical fidelity is providing mechanics with the same tools in training as the tools they will be using on the job. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Simulations QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 18. Simulations are operating models of physical or social events designed to represent real situations. a. True b. False Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Simulations QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 19. Both psychological and physical fidelity deal with creating training environments that are only partially similar to real situations. At a basic level, it deals with having trainees experiment in scenarios that are NOT likely to occur in real life. This allows trainees to generalize behaviours. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Simulations QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 20. The most important determinant of training method choice should be based on the objectives and learning outcomes required of the training program. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Choosing an Instructional Method QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 21. Games should be used only when the trainer is most concerned about entertaining trainees. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Games QUESTION TYPE: True / False Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 22. Games are an example of problem-based learning. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Action Learning QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 23. Action learning is more popular in Europe than in North America. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Action Learning QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 24. An aptitude-treatment interaction refers to situations in which trainees do not have the aptitude required to learn the training material. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Choosing an Instructional Method QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 25. A flipped classroom is when the trainer and trainees reverse roles and the trainees become the instructors. a. True b. False Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Lecture Method QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 26. What types of instructional methods does Queen’s University use to train health professionals? a. lecture and case study b. discussion and case incident c. on-the-job instructional methods d. simulation and state-of-the-art technology ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: Queen’s University Faculty of Health Sciences QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 27. The lecture method is the most widely used instructional method. Which of the following is an ideal match for choosing the lecture method? a. learning outcomes are centred around changing behaviour b. learning outcomes are centred around changing attitudes c. trainees want a passive learning experience and cost considerations are important d. trainees have different levels of knowledge ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Lecture Method QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 28. Which of the following are drawback(s) of training that relies solely on the lecture method? a. too much information is transferred in a short period of time b. linkage between content and learning outcomes is usually weak c. too much emphasis on accommodating different learning styles d. not an effective method to develop skills and change behaviours ANSWER: d POINTS: 1 DIFFICULTY: Moderate Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods REFERENCES: Lecture Method QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 29. What should the trainer first determine before deciding on a training method? a. what trainees are expected to know after training b. the level of skills and the mix of trainees c. the level of detail needed and how he/she will present the material d. the level of humour needed to make the lecture interesting ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Choosing an Instructional Method QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 30. Mathew is a corporate trainer for a local paint company. He is trying to decide how to best choose a specific instructional method that would allow the experiences of trainees to be used during training.

Which of the following would likely be a good choice for Mathew to use? a. lectures b. discussion method c. a technology-based simulation d. behaviour modelling coupled with off-the job training ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Discussion Method QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 31. If not designed properly, the discussion instructional method may undermine the learning experience.

Which of the following would you NOT consider to be a potential drawback of the discussion method? a. helps trainees recognize what they do not know but should know b. difficult to implement with large groups c. some trainees may not have an opportunity to participate d. the discussion may be controlled by a few trainees ANSWER: a POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods DIFFICULTY: Moderate REFERENCES: Discussion Method QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 32. Harvey, a corporate trainer, decides to use the discussion method during a training session. What is one key item that Harvey should be careful to ensure in order to facilitate learning outcomes using the discussion method? a. that discussion is not dominated by a few trainees b. that the trainer acts as the presenter c. that all trainees have comparable educational backgrounds and similar work experiences d. that the seating configuration has a formal setting arrangement ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Discussion Method QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 33. What might a trainer do to overcome some of the shortcomings of the discussion method? a. ensure that trainees have similar experiences with the company, and generally have the same level of education b. ensure that groups have at least ten participants c. have a senior executive stop by the session to share his/her viewpoint at the start of the session d. have a seating arrangement that encourages within-group discussion, ideally a circle ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Discussion Method QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 34. Duane, a corporate trainer, is putting together a training program that will help new managers learn how to make decisions based on realistic management scenarios. He wants to make sure trainees experience different scenarios with different challenges and goals. Which of the following would be an ideal instructional method given Duane’s learning goals? a. lectures and role plays b. lectures and discussions c. case studies and case incidents d. discussions and role plays ANSWER: c Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods POINTS: 1 DIFFICULTY: Moderate REFERENCES: Case Study Method QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 35. According to the textbook, which off-the-job instructional training method is used by the majority of business schools when the focus of the class is the development of critical thinking and decision making skills? a. games b. case study c. behaviour modelling d. simulations ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Case Study Method QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 36. In which training method do trainees discuss, analyze, and solve problems based on a real-life situation? a. group discussion b. case incident c. case study d. role play ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Case Study Method QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 37. One of your colleagues approaches you for a few tips on how to best put together a training session using the case study method. Which of the following is NOT a tip you should provide? a. the case should be realistic and free of personal biases b. the case writer should avoid facts and keep the information vague c. the case writer should not make assumptions d. the case should challenge the trainees’ critical thinking skills ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Case Study Method Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 38. Which training method often creates frustration for trainees given the lack of information presented, particularly when the trainees lack experience? a. case incident b. action learning c. role play d. behaviour modelling ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Case Incident Method QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 39. According to the textbook, what is the typical reaction to fictitious cases used in a training event? a. boredom and distrust b. disinterest and irrelevance c. apathy and suspicion d. tedium and doubt ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: Case Incident Method QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 40. A corporate trainer wants trainees to focus solutions on one single topic by providing a very short version of a full case. Which method should this trainer use? a. role play b. case study c. case incident d. behaviour modelling ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Case Incident Method QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 41. A trainer wants to inject an element of experiential learning into his lectures. At the same time, he does not want to spend a lot of time preparing a detailed case requiring significant preparation time by the Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods trainees prior to the lecture. What instructional method should this trainer consider to supplement his lectures? a. action learning b. games c. case study d. case incident ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Case Incident Method QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 42. What instructional method would you suggest would be most appropriate for teaching interpersonal and supervisory skills to a group of managers? a. action learning b. simulation c. behaviour modelling d. discussion ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Behaviour Modelling Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 43. Significant research exists supporting the effectiveness of behaviour modelling training. Which of the following variables is NOT linked to strong on-the-job transfer when a trainer uses behaviour modelling methods? a. positive and negative behaviours are displayed by models b. trainee goal setting is encouraged c. trainees’ managers are trained d. experimental training methods are used in conjunction with behaviour modelling ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Behaviour Modelling Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 44. The textbook suggests a five-step process when implementing behaviour modelling training. Which of the following steps is considered the most difficult to execute? a. define the desired behaviours to trainees Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods b. provide trainees with the opportunity to practise c. provide timely feedback to trainees, positive or negative d. provide an on-the-job environment that supports the learned behaviours ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Behaviour Modelling Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 45. Behaviour modelling training is grounded on four general principles of learning linked together to create a strong learning process or chain. Which of those principles has been found in research to be the weakest link in this process? a. transfer to the job b. reinforcement via rewards c. rehearsal or practice d. physical fidelity ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Behaviour Modelling Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 46. A human resource manager asks you for advice. She wants to introduce a training program that will help resolve personality conflicts at work so employees may improve the way they communicate with each other. All else being equal, what off-the-job instructional method would you recommend to the manager? a. case incidents b. role play c. simulations d. games ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Role Play QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 47. Which of the following may NOT be considered a “best practice” when using role play as a training method? a. trust has to be established and an open and inclusive environment is needed b. mistakes should be used as learning opportunities Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods c. the trainer should act as a facilitator during the debrief phase d. given the free-flow nature of this training method, trainers do not need to determine learning outcomes prior to the training session ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Role Play QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 48. What is one key difference between role play and behaviour modelling training? a. role play does not provide the trainee with the correct response prior to role playing b. they are synonymous except that behaviour modelling has more research supporting its usage c. trainees using the behaviour modelling method have much more control over learning outcomes d. one is used primarily on-the-job, while the other takes place in classrooms ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Role Play QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 49. Which training method should have operating models of both physical and psychological fidelity associated with it? a. role play b. simulations c. lectures d. case incidents ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Simulations QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 50. Which method would you recommend the Canadian Armed Forces use to decrease driving accidents associated with its armoured vehicle units? a. role play b. lecture c. simulation d. behaviour modelling ANSWER: c Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods POINTS: 1 DIFFICULTY: Difficult REFERENCES: Simulations QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 51. Which concept ensures trainees are trained with tools that resemble as closely as possible the tools used on the actual job? a. physical fidelity b. physiological fidelity c. psychological fidelity d. psychosocial fidelity ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: Simulations QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 52. You have been asked to use games as a training method during a corporate retreat event. What is one potential drawback associated with this training method that you should be looking out for? a. the tendency for trainers to be uncomfortable with the method and hence resist it b. the tendency to focus exclusively on one functional area c. the tendency to create potential unhealthy competition between trainees d. the tendency for trainees to not enjoy games as a training method ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Games QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 53. A particular company approaches its human resources department and asks the manager of training and development (T&D) to create training programs that tackle real-world issues facing the company.

What training method would the manager of T&D likely pick? a. lecture b. simulation c. action learning d. games ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Action Learning Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 54. Which of the following training methods incorporates more adult learning principles than are used in other training methods? a. simulations b. action learning c. case studies d. role plays ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Action Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 55. Given the content presented in the textbook on off-the-job training methods, which of the following statements is correct? a. off-the-job training methods have been found to be the most effective when trying to improve organizational performance b. the lecture method is the most effective method when training outcomes are centred on changing the behaviour of trainees c. before choosing a training method, trainers must consider the cost and resources available d. training objectives and resource constraints should drive the choice of training method used ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Choosing an Instructional Method QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 56. If a trainer is considering using a flipped classroom as part of a training program, what will this involve? a. the trainees will take turns being the instructor b. the lecture will take place on the job rather than in the classroom c. training content will be delivered outside the classroom d. the instructor will take on the role of trainee ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Lecture Method Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 57. What percentage of Canadian workers consider in-house, instructor-led workshops as the most valued type of training? a. over one-quarter b. over one-third c. over one-half d. 100 percent ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Introduction QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 58. If you are designing a training program and you want to encourage open discussion and analysis of problems and events, what instructional method would be the best choice? a. role play b. discussion c. action learning d. case study ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Case Study Method QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 59. If a trainer is concerned about an aptitude-treatment interaction, what exactly is she concerned about? a. that the aptitude of trainees might prevent them from learning b. that the instructional method might not be effective for all trainees c. that trainees might require a treatment to increase their aptitude before the training d. that trainees will resist the training if they don’t like the instructional method ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Choosing an Instructional Method QUESTION TYPE: Multiple Choice HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 60. If a trainer is going to use a mixed-modelling strategy, what outcome is he most likely interested in achieving as a result of the training? a. behavioural repetition b. behavioural reproduction c. behavioural generalization d. behavioural reinforcement ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Behaviour Modelling Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 61. a) List at least five benefits of using the discussion method. b) Identify potential challenges trainers may experience when using the discussion method.

ANSWER: a) The discussion method is useful to: (1) help trainees recognize what they do not know but should know; (2) provide trainees with an opportunity to get their questions answered; (3) allow trainees to get advice on matters that are of concern to them; (4) allow trainees an opportunity to share ideas and derive a common wisdom; and (5) provide a way for trainees to learn more about each other. b) Students may indeed identify several other issues. That said, the following are perhaps the most germane: create an open and trusting environment, ensure positive reinforcement, ensure some basic level of literacy, make sure reluctant participants are engaged, make sure the discussion is not dominated by one or two trainees, and make sure the discussion stays on topic and does not go off on a tangent.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 62. Compare and contrast the case study and the case incident methods.

ANSWER: Case studies involve trainees discussing, analyzing, and solving problems based on real situations. They are used primarily to introduce realism into trainees’ learning, and deal with a variety of problems, goals, facts, conditions, and conflicts. They are useful for teaching trainees how to make decisions and to be creative and think independently. They may be written in a variety of styles, but are usually quite lengthy and detailed (up to 20 pages). Case incidents also introduce realism to the training, but usually focus on one particular situation or problem, therefore they are much shorter (usually only one page) and less detailed.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods DATE MODIFIED: 10/5/2018 8:18 AM 63. Identify and briefly explain the four general principles of learning that the behaviour modelling training is based upon.

ANSWER: Behaviour modelling is based on (1) observation, in which the desired behaviour is modelled; (2) rehearsal, during which time the trainee is given opportunities to practise the new behaviour; (3) reinforcement, during which time the practice of the desired behaviour is encouraged and rewarded; and (4) transfer, during which time the new behaviour is applied back in the work environment.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 64. Outline and briefly describe the advantages and disadvantages of using games as a training method.

ANSWER: Some of the advantages of using games are that they incorporate sound learning principles such as learning from experience, active practice, and direct application to real problems. As well, they can be fun and energizing, plus they create opportunities for trainees to work together. Disadvantages include the prospect that the trainees might learn the wrong things, the game might not link strongly to the training objectives, and the risk that the competition the game generates may become the focus instead of the learning it is supposed to result in.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 65. John is trying to determine which off-the-job training methods he will be using for a new group of managers. He wants to make a list identifying variables he should consider before deciding on training methods. What are the factors that he should determine before choosing training methods?

ANSWER: The choice depends on the following five factors: (1) Training objectives (2) Cost and resources available (3) On-the-job application of learning (4) Trainer’s skill and preferences (5) Trainee characteristics POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 66. You are a training specialist responsible for training bartenders for a nightclub chain. You have decided to incorporate the notion of fidelity into your training plan. In a training context, describe and contrast physical and psychological fidelity. How would you incorporate these elements of fidelity into your training program?

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Chapter 5 - Off-the-Job Training Methods ANSWER:

Physical fidelity has to do with the similarity of the physical aspects of a simulation (e.g., equipment, tasks, and surroundings) to the actual job. Psychological fidelity has to do with the similarity of the psychological conditions of the simulation to the actual work environment. The trainer should make sure the tasks (making drinks etc.) use the same tools/mixes in training as the tools/mixes at the work site.

Furthermore, the trainer should inject time pressures and expose bartenders to high levels of noise and perhaps “unruly customers.” In short, make the training as realistic as possible.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 67. If a new trainer was told to include instructional Media as part of a training program, what would you tell her about instructional Media and what to use it for?

ANSWER: Instructional media refers to the Medium or Media used to deliver training

content and methods to trainees. Instructional Media can also be used to supplement various instructional methods. Instructional Media can involve the use of videos, DVDs, and slides to supplement lectures and discussions.

Audio-visual methods can be used to illustrate key points or demonstrate certain actions or behaviours. A video is often used to illustrate how to behave in a certain situation or to demonstrate effective and ineffective behaviours. Slides are often used to highlight important parts of a lecture or discussion. The use of instructional Media should be guided by the training content and the instructional methods being used.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 68. What is an aptitude–treatment interaction and what are its implications for choosing a training method and training effectiveness?

ANSWER: An aptitude–treatment interaction occurs when the effect of a training method

on trainees depends on trainee characteristics (e.g., aptitude, self-efficacy, demographics). For example, some methods of training might be more or less effective depending on a trainee’s aptitude and characteristics such as ability or self-efficacy. Thus, the effectiveness of a training method will depend on trainee characteristics and aptitudes (e.g., abilities, skills, knowledge).

Therefore, when choosing an instructional method the trainer should consider what is best for trainees with respect to their preferences and characteristics.

Failure to choose a method that works for the trainees might result in a training program that is not as effective as it could be.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 5 - Off-the-Job Training Methods DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM

Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods 1. Following Nellie is an approach to on-the-job training. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: On-the-Job Training (OJT) Methods QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 2. RBC’s Career Launch program described in the textbook uses primarily job enrichment and coaching to help break the cycle of “no job, no experience” in Canadian youth. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: RBC QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 3. Mentoring is classified in the textbook as the most basic on-the-job training method. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: On-the-Job Training (OJT) Methods QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 4. On-the-job training has been described as the most misused method of training. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: On-the-Job Training (OJT) Methods Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 5. Given the low costs associated with on-the-job training methods, it is very popular with small and medium size companies in Canada. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: On-the-Job Training (OJT) Methods QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 6. Job instruction training incorporates many principles of behaviour modelling training. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Job Instruction Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 7. One of the critical steps in job instruction training is performance. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Job Instruction Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 8. As a best practice, job instruction training should NOT be integrated into other training methods including off-the-job methods so as to reduce training complexity. a. True Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Job Instruction Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 9. Marie, an experienced co-worker, tells a trainee that “in a couple of hours you will have mastered this machine.” Marie is attempting to lower the trainee’s self-efficacy. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Job Instruction Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 10. Performance aids may be used effectively when employees perform tasks that require remembering a series of steps. This method is particularly useful when tasks are performed frequently. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Performance Aids QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 11. One of the most important advantages of the job rotation approach is that it eliminates the need to consider the trainee’s existing skill set, hence speeding up the training process. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Job Rotation Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 12. In order for coaching to be effective a few critical elements are needed. Some of the most important are trust between coach and trainee and a planned approach to the process. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Coaching QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 13. Apprenticeships are a training method involving tri-party agreements among labour, the government, and a training organization. Fundamentally, this method aims at addressing specific organizations’ staffing needs. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Apprenticeships QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 14. Evidence provided in the textbook indicates that apprenticeship programs tend to attract greater representation from specific sectors of the labour market, particularly First Nations, women, and members of visible minorities. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Apprenticeships QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods 15. Job rotation programs appear to be linked with improvement in knowledge and skill acquisition; however, evidence does not support any positive linkages between job rotation and career benefits. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Job Rotation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 16. Coaching and mentoring are synonymous, focusing on broad skill needs of trainees. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Coaching/Mentoring QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 17. Mentors play two major roles including career support and psychosocial support. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Mentoring QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 18. A successful mentoring program should have specific evaluation criteria against which the success of the program will be measured. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods REFERENCES: Mentoring QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 19. The mentoring relationship is enhanced if the mentee has a formal reporting relationship to the mentor. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Mentoring QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 20. The choice of on-the-job, off-the-job, or blended training should be anchored on training needs and objectives. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Off-the-Job versus On-the-Job Training Methods QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 21. Job rotation is an effective way of cross-training employees. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Job Rotation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 22. Job rotation is one of the most effective types of training programs and is frequently used compared to Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods other methods. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Job Rotation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 23. Stretch assignments are job assignments that aim to “stretch” employees by having them work on projects in which they are given more responsibility and autonomy. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Job Rotation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 24. Tradespeople in Canada represent one in five employed Canadians. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Apprenticeships QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 25. Mentoring is primarily used as a stand-alone method of on-the-job training. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Mentoring Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 26. What was the motivation behind RBC starting its Career Launch program? a. to provide recent university graduates with work experience so they may develop workplace skills b. RBC’s desire to be seen as one of Canada’s best employers c. to create an opportunity for RBC to recruit experienced bankers d. to leverage existing on-the-job training programs at RBC ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: RBC QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 27. Which of the following are NOT considered on-the-job training methods? a. mentoring and coaching b. apprenticeship and job rotation c. performance aid and coaching d. simulation and lecture ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: Introduction QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 28. Evidence appears to suggest that on-the-job training methods are very popular with small and medium-sized enterprises (SMEs). Which of the following variables likely support the wide usage of onthe-job training methods by SMEs? a. they require little planning to be effective b. they are less expensive c. they are much more flexible and offer lower training transfer rates d. more experienced employees make the best instructors ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: On-the-Job Training (OJT) Methods QUESTION TYPE: Multiple Choice Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 29. Judy, a manager at a local car manufacturing company, decides she wants to use more on-the-job training to improve the quality of output. From the menu of training methods available, which method would NOT be an on-the-job option available to Judy? a. offering a series of lectures on quality improvement provided by an internal quality expert b. coaching of junior employees by more experienced employees c. placing job aids in the factory floor to remind employees how to perform a task d. using job rotations to provide employees with a variety of skills needed in the factory ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: On-the-Job Training (OJT) Methods QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 30. Your company is considering using only on-the-job training methods moving forward. Before making a final decision, senior management wants to review the pros and cons associated with this approach and asks you to put together a short report addressing their query. Which of the following points is unlikely to be in your report? a. any on-the-job training method used requires planning and needs to be structured b. we need to be vigilant that undesirable work habits and attitudes are not passed on to new employees c. using our most experienced employees as subject matter experts ensures trainers will use best practices on how to train, saving us lots of money in the process d. some employees feel penalized when they can’t earn as much money or meet their goals because of the time they have to spend training others ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: On-the-Job Training (OJT) Methods QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 31. Job instruction training has four steps: preparation, instruction, performance, and follow-up. In which step does the trainer attempt to build the trainee’s belief that he/she will be successful? a. follow-up b. performance c. instruction d. preparation ANSWER: d POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods DIFFICULTY: Easy REFERENCES: Job Instruction Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 32. Which off-the-job training method is similar to job instruction training because both techniques rely on observation, rehearsal, reinforcement, and transfer? a. case incident b. simulation c. role play d. behaviour modelling ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Job Instruction Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 33. Which component in the preparation step of job instruction training attempts to answer for the trainee the question “What is in it for me”? a. instruction b. showing personal advantage c. guaranteeing the learning d. removing obstacles to change ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Job Instruction Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 34. In which phase of job instruction training does the trainer support the trainees by using techniques that enhance the trainees’ self-efficacy? a. needs analysis phase b. follow-up phase c. preparation phase d. performance phase ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Job Instruction Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods DATE MODIFIED: 10/5/2018 8:18 AM 35. What is the most significant input required when building interest for job instruction training in the preparation step? a. finding the appropriate rewards b. establishing common ground c. developing training enthusiasm d. preparing measurable objectives ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Job Instruction Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 36. Sandy, a corporate safety officer, is an advocate of the job instruction training approach. When she shows trainees how to work safely around a machine, allows opportunities for trainees to practise, and ensures everyone has an opportunity to ask questions, which step of the job instruction method is Sandy in? a. preparation step b. instruction step c. follow-up step d. performance step ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Job Instruction Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 37. Which of the following occurs during the performance step in job instruction training? a. show that safety is especially important b. show why the job is important c. allow the trainee to complete all the steps d. break the job into tasks ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Job Instruction Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 38. The supervisor allows the trainee to complete the entire job during job instruction training. What type of intervention should the supervisor use to encourage successful job completion with appropriate behaviours by the trainee?

Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods a. reinforce correct behaviour b. determine the level of comprehension c. encourage questions d. tell why, as well as how ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Job Instruction Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 39. Which of the following scenarios is NOT a good match for the usage of performance aids? a. a pilot needs to remember many different pre-flight checks on her airplane b. employees need to do a fairly routine activity daily with little negative impact if done poorly c. a bank employee needs to be reminded to ask customers if they are interested in an account upgrade d. employees need to diagnose a software problem that occurs sporadically ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Performance Aids QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 40. Which of the following approaches to on-the-job training describes a pre-flight checklist used by a pilot to ensure all pre-flight procedures have been properly executed? a. preparation checklist b. procedure sequence c. performance aid d. performance checklist ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Performance Aids QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 41. From a trainer’s perspective, what is the reasoning behind using performance aids on the job? a. all employees require tools to do their jobs b. trainees do not always perform consistently c. trainees develop shortcuts to keep up with the work d. memorization of tasks takes too much training time Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: Performance Aids QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 42. In order to ensure compliance with money laundering legislation, a Canadian chartered bank develops software that prompts tellers to complete specific paperwork when clients deposit $10,000 or more during a single transaction. Failure of a bank to complete the required paperwork may lead to severe financial penalties for the bank. What term best describes the on-the-job training method being used by this bank? a. electronic performance-support systems b. electronic aid-support systems c. digital enhanced-support systems d. performance-support platforms ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Performance Aids QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 43. You are trying to determine whether job rotation is a good fit for your organization’s training needs.

Which of the following are likely reasons supporting the usage of job rotation? a. greater staff flexibility and cross-pollination of skill sets b. lower employee engagement and general increase in job satisfaction c. less expensive way of introducing job enlargement to employees d. decreased number of job specifications and job descriptions ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Job Rotation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 44. From the perspective of an employee, what are some of the benefits associated with job rotation? a. greater responsibility and accountability b. indication that the company is careful with its training budget c. opportunities for greater remuneration and enhanced career opportunities d. more work for the same level of pay ANSWER: c Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods POINTS: 1 DIFFICULTY: Easy REFERENCES: Job Rotation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 45. What should a human resource department do at a strategic level when putting together a job rotation plan for its employees? a. job rotations should be provided to employees in non-management roles only b. job rotations replace more traditional training and recruitment methods c. job rotations should replace all other on-the-job training methods d. job rotations should be integrated into the larger training program ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Job Rotation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 46. Which training method couples components of on-the-job training with lectures, usually at local colleges or technical universities? a. technical training b. instructional training c. apprenticeship d. job instruction ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Apprenticeships QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 47. Which statement best captures the purpose driving apprenticeship programs in Canada? a. to help organizations recruit qualified employees b. to help trainers develop training programs to meet the staffing needs of specific companies c. to provide financial support via tax breaks for companies that promote industrial trades in Canada d. to address the collective training needs of specific occupations in broad industrial sectors ANSWER: d POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods DIFFICULTY: Difficult REFERENCES: Apprenticeships QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 48. What are the critical deliverables of the Standards Red Seal Program in Canada? a. consistency of training and promoting skilled labour mobility across Canada b. consistency of training and promoting skill development in white-collar occupations c. consistency of training and delivering cost-recovery programs across Canada d. consistency of training and ensuring the specific needs of companies are met ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Apprenticeships QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 49. According to the textbook, why are many employers reluctant to participate in apprenticeship programs? a. they already have in-house programs that mimic apprenticeships b. they simply do not see the benefits c. they do not have the required trainers needed to support the on-the-job portion of the program d. their participation requires overcoming significant red tape ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Apprenticeships QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 50. Which of the following statements is congruent with evidence relating to the financial outcomes of participating in apprenticeship programs in Canada? a. negative return on investment and short pay-back periods b. neutral return on investment and fairly short pay-back periods c. positive return on investment and short pay-back periods d. positive return on investment and long pay-back periods ANSWER: c POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods DIFFICULTY: Difficult REFERENCES: Apprenticeships QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 51. Which of the following would NOT be considered an advantage of apprenticeship programs from the perspective of a construction company? a. a viable recruitment strategy, particularly in tight labour markets b. a way to reduce labour costs c. positive impact on labour productivity d. enhancement to the company’s reputation ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Apprenticeships QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 52. Which training method shares characteristics similar to mentoring but with a more narrow focus? a. apprenticeship b. job instruction c. behaviour modelling d. coaching ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: Mentoring QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 53. What are the salient foci of the coaching training method? a. identify employees who may be ready for promotions and enhance employees’ skills, knowledge, and abilities b. prepare employees for promotions while mitigating current employees’ weaknesses c. mitigate employees’ weaknesses and identify potential opportunities d. improve employees’ strengths and potential ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Coaching Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 54. Which of the following statements is NOT consistent with information provided in the textbook on mentoring programs? a. mentoring programs should be formalized b. mentoring does not require much in a way of an investment by organizations c. mentoring programs are positively correlated with career progression and income levels of mentees d. mentors need to play two major roles: career support and psychosocial support ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Mentoring QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 55. When comparing off-the-job training to on-the-job training, which statement is true according to the textbook? a. off-the-job training is generally less effective than on-the-job training b. off-the-job training has less control over the learning environment than on-the-job training c. off-the-job training has a narrower variety of training methods than on-the-job training d. off-the-job training can be much more costly than on-the-job training ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Off-the-Job versus On-the-Job Training Methods QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 56. What proportion of the workforce do tradespeople represent in Canada? a. one in three b. one in four c. one in five d. one in six ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Apprenticeships QUESTION TYPE: Multiple Choice Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 57. An organization wants to develop employees by having them work on challenging tasks and projects that involve learning new knowledge and skills. What is this called? a. job rotation b. cross-training c. stretch assignments d. apprenticeships ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Job Rotation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 58. Which of the following best represents the results of a study on the effectiveness of structured on-thejob training? a. the structured approach produced 86 percent fewer rejects, and their troubleshooting ability increased by 75 percent. b. the structured approach produced 76 percent fewer rejects, and their troubleshooting ability increased by 130 percent. c. the structured approach produced 26 percent fewer rejects, and their troubleshooting ability increased by 95 percent. d. the structured approach produced 16 percent fewer rejects, and their troubleshooting ability increased by 55 percent.

ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: On-the-Job Training Methods QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 59. Which of the following best describes job rotation training in Canada? a. It is one of the most effective types of training and it is used frequently. b. It is one of the least effective types of training and it is used infrequently. c. It is one of the most effective types of training and it is used infrequently. d. It is one of the least effective types of training and it is used frequently.

ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Job Rotation Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 60. Which of the following is NOT supported by mentoring research? a. Mentored individuals had more promotions. b. Mentored individuals had higher compensation. c. Mentored individuals had higher job satisfaction. d. Mentored individuals had higher organizational commitment.

ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Mentoring QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 61. a) Compare and contrast mentoring and coaching. b) What is e-mentoring and how would you develop an effective e-mentoring program?

ANSWER: a) Coaching and mentoring are both effective techniques for on-the-job training.

Coaching involves a seasoned employee working closely with another to develop insight, motivate, build skills, and provide support through feedback and reinforcement. Coaching is useful for enhancing skills and improving performance in areas such as interpersonal skills, leadership skills, cognitive skills, and selfmanagement skills. Coaching emphasizes the planned use of opportunities in the work environment to improve or to enhance employee strengths and potential. In this regard, it is similar to mentoring, which is a method in which a senior member of an organization takes a personal interest in the career of a junior employee. Where mentoring differs from coaching is in its focus—mentoring is directed toward providing career and psychosocial support to the person being mentored (the protégé).

b) E-mentoring is mentoring programs in which the mentor and protégé communicate online.

Students may answer the question about making an e-mentoring program effective by drawing on the key points in The Trainer’s Notebook 6.2, including (1) keep in mind that though there may be less face-to-face interaction in digitally facilitated mentoring, the premise of providing learning and development through a relationship of mutual trust remains the same; (2) enable just-in-time mentoring in which mentor and mentee can connect at the moment a question arises; (3) use videoconferencing technology on computers and mobile devices to allow for virtual “face-toface” interaction; (4) create internal social networks for training groups, such as for leadership development participants; (5) set goals to track the success of mentoring programs, such as helping employees become ingrained in the culture or getting them up to speed faster so they can hit the ground running; (6) use technology to enable employees to seek, or get matched with, internal Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods career coaches—mentors—who can help them achieve their development goals.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 62. Identify and briefly describe some of the problems associated with on-the-job training.

ANSWER: Some of the problems associated with on-the-job training include a lack of structure and planning in putting the training together; a lack of training in how to be a trainer for those assigned the task of delivering on-the-job training; the potential for employees with bad habits or poor skills passing those problems along to new employees they are training; a fear on the part of those delivering the training that the new employee might do a better job than them (or even take their job away from them); and the possibility that those responsible for delivering the training will view it as a nuisance or punishment in so much that it negatively impacts their productivity, workload, and perhaps even their pay. The biggest potential problem with unstructured on-the-job training is that the results can be inconsistent, inefficient, and ineffective.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 63. a) Describe at least three advantages of using performance aids as an on-the-job training method.

ANSWER: Performance aids are useful in training for tasks where memorization of sequences and tasks are required, as they can save training time. They are also useful in situations where performance of the task is difficult, is executed infrequently, can be done slowly, and when the consequences of poor performance are serious. The use of performance aids in the above situations can result in new employees being effective on the job more quickly, and with less frustration.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 64. Explain the three stages of the preparation phase of job instruction training that concern the trainee.

ANSWER: The three stages of the preparation phase of job instruction that concern the trainee are putting the trainee at ease, guaranteeing the learning, and building interest and showing personal advantage. To put the trainee at ease the trainer must help relax the trainee and set the tone for the training sessions. This could involve some “small talk” before jumping into the training itself. Next, once the conversation turns to training, the trainer must add confidence and self-efficacy to the trainee by letting them know that they will be successful in learning the task. Finally, the trainer must develop the enthusiasm of the trainee by helping them see the value and advantage Copyright © 2019 Nelson Education Ltd.

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Chapter 6 - On-the-Job Training Methods the training will provide for them.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 65. Identify and describe some of the benefits associated with using on-the-job training methods.

ANSWER: Students may explore cost advantages (travel, accommodations, etc.) coupled with strengths associated with transferability of skills.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 66. Discuss how apprenticeships differ from other more traditional on-the-job training schemes.

ANSWER: The key difference is the partnership among three parties: labour, government (provincial and federal), and the employer. Strategically, these programs are designed to address specific industry needs versus company-specific training needs.

Furthermore, the skills learned through apprenticeship training are transferable within an occupation across Canada, hence allowing for labour mobility as demand and supply of skilled trades fluctuates between regions in Canada.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 67. What is coaching and what are the four core elements of coaching?

ANSWER: Coaching is a training and development method in which an experienced and knowledgeable person is formally called upon to help another person develop insights and techniques pertinent to the accomplishment of their job and improvement of their job performance. It is a one-to-one learning and development intervention that consists of four core elements: the formation and maintenance of a helping relationship between the coach and coachee; a formally defined coaching agreement or contract that includes personal development goals and objectives; providing the coachee with tools, skills, and opportunities for growth and development; and the fulfillment of the agreement and achievement of the objectives.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 68. What are the advantages and disadvantages of off-the-job and on-the-job training methods?

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Chapter 6 - On-the-Job Training Methods ANSWER:

Off-the-job training Advantages: trainer can use a wide variety of instructional methods; the trainer can control the training environment; large numbers of trainees can be trained at one time Disadvantages: can be costly; trainees might have difficulty applying the training on-the-job On-the-job training: Advantages: lower cost; greater likelihood that trainees will apply the training on the job Disadvantages: work environment might interfere with learning and interrupt training; potential for damage to equipment; potential disruption of service or slowdown in production; can compromise safety POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM

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Chapter 7 - Technology-Based Training Methods 1. Technology-based training is a training method that includes the following delivery channels: Web-based training, computerized self-study, satellite or broadcast TV, and video, audio, or teleconferencing. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: What Is Technology-Based Training?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 2. The use of technology for training is becoming more popular in both Canada and the United States, albeit it is doing so at a relatively slow rate. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: What Is Technology-Based Training?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 3. Carlos is looking for an online safety certification program. One significant criterion for Carlos is the ability to complete the course content at his convenience; hence, flexibility is key. Carlos should look for a synchronous computer-based training program as a viable option. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Asynchronous and Synchronous Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 4. An electronic performance support system is simply a digital variation of a traditional performance aid. a. True b. False ANSWER: True Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods POINTS: 1 DIFFICULTY: Easy REFERENCES: Electronic Performance Support Systems QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 5. According to the textbook, an electronic performance support system has several advantages over classroom training including better transfer of training rate. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Electronic Performance Support Systems QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 6. Webcasts are used primarily for presentations, while web conferencing and webinars are often used when greater audience participation is required. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Virtual Classroom QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 7. Many organizations prefer a webinar over a seminar given the lower costs associated with lodging and travel. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: The Virtual Classroom QUESTION TYPE: True / False HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 8. Generative learning allows individuals to initiate and control what they learn, when they learn, and how they learn in a collaborative environment. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Social Media and Web 2.0 Technology QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 9. One of the shortcomings of Web 2.0 technology is that it does NOT provide learners with the opportunity to share files for joint work and group completion of tasks. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Social Media and Web 2.0 Technology QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 10. Personalization refers to structuring the training program so that trainees feel they are engaged in a conversation with the program. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Designing Effective Technology-Based Training Programs QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 11. “Just-in-time” training is a term in the textbook that embodies one of the salient benefits of computerbased training a. True Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Benefits of Technology-Based Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 12. Computer simulations are being used across a variety of training themes, including soft-skills training for various skills such as leadership, sales, customer service, and financial services. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Designing Effective Technology-Based Training Programs QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 13. Computer-based training is simply a flavour of the month approach to training. Its longevity is in serious doubt, particularly given the low level of transfer. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Designing Effective Technology-Based Training Programs QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 14. Review of the literature on “self-paced learning” is mixed; some studies support the linkage between self-paced learning and satisfaction with the training process, while other studies appear to indicate the opposite. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Benefits of Technology-Based Training Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 15. Learner control is when a trainee controls the content, sequence, and pace of training. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Benefits of Technology-Based Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 16. One of the key benefits of computer-based training is the system’s ability to record participation and trainee results, which may allow a company to limit its liability should it have to prove employees in fact completed specific training activities. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Benefits of Technology-Based Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 17. The major disadvantage of computer-based training for organizations is the cost of system maintenance, especially for sophisticated multimedia programs. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Benefits of Technology-Based Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 18. The ability of trainees to choose between classroom and computer-based training appears to be a Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods determining factor when comparing the effectiveness of these two methods. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Effectiveness of Technology-Based Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 19. Based on information provided in the textbook, studies that compared computer-based training to classroom instruction found that, on average, computer-based training was 12 percent more effective than classroom for teaching procedural knowledge. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Effectiveness of Technology-Based Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 20. Self-paced online delivery or e-learning is the most used technology-based training method. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Computer-Based Training and E-Learning QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 21. MOOCs are courses that are available on the Internet and are usually free and have limited enrollments. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods REFERENCES: Online and Distance Education QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 22. A community of practice is a social system in which individuals interact to share and develop knowledge. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Social Media and Web 2.0 Technology QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 23. Microlearning involves small amounts of bite-sized chunks of focused information to meet several learning outcomes. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Mobile Learning (M-Learning) QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 24. Two examples of synthetic learning environments are virtual reality and virtual worlds. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Synthetic Learning Environments (SLE) QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 25. Adaptive learning tailors and adjusts training content and material to the specific needs of trainees.

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Chapter 7 - Technology-Based Training Methods a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Designing Effective Technology-Based Training Programs QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 26. What is the most used technology-based training method? a. self-paced online b. collaborative online c. instructor-led online d. self-paced computer-aided off-line ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Computer-Based Training and E-Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 27. Which of the following scenarios is NOT aligned with the definition of “technology-based training” offered by the authors of this textbook? a. trainees in a classroom with a live instructor use laptops to follow a PowerPoint presentation developed by the instructor b. John learns how to assemble an engine using a simulator c. two trainees use a wiki to acquire and share documents d. Luke decides to take an online asynchronous course on worksite safety ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Computer-Based Training and E-Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 28. Which statement best describes the state of technology-based training in Canada? a. it has not surpassed instructor-led training; however, as a training method, it is increasing in popularity b. it has increased over the last decade with most companies using it exclusively c. nearly 95 percent of organizations report that e-learning is becoming more important strategically to their organization’s learning strategy Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods d. 15 percent of organizations offer some form of self-paced online learning or e-learning ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: What Is Technology-Based Training?

QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 29. As part of a training program, a trainer uploads an article for review. She then asks trainees to provide feedback on content during a chat session. What type of training is being used in this scenario? a. instructor-led training b. asynchronous training c. e-learning training d. synchronous training ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Asynchronous and Synchronous Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 30. Which of the following is a potential disadvantage of synchronous training? a. trainees often lack motivation given the non-interactive nature of this training b. trainees may not learn all there is to know, or learn the wrong things c. trainees may waste time d. trainees lose flexibility to pick when they will train ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Asynchronous and Synchronous Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 31. Which of the following is NOT an advantageous feature of self-directed learning? a. organizations have control over trainees’ acquired level of expertise b. trainees’ learning style preferences can be leveraged c. the trainer’s role becomes more of a facilitator d. trainees become more independent learners ANSWER: a POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods DIFFICULTY: Difficult REFERENCES: Instructor-Led Training and Self-Directed Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 32. Which computer-based training method was used by KPMG to train its staff in lieu of classroom training? a. in-class computer-assisted training b. train-the-trainer c. EPSS d. webinar ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Electronic Performance Support Systems QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 33. What is one benefit of an electronic performance support system? a. only the information that is needed is given b. it is particularly useful for low-turnover jobs c. it provides most benefit to tasks that are routine d. only jobs that are done frequently will benefit ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: Electronic Performance Support Systems QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 34. ABC Inc. has a sales force that is dispersed across Canada. ABC has contracted a world-renowned sales expert to conduct training sessions with all its employees. The VP of human resources asks you for a cost-effective training method that would allow the training to occur without incurring transportation and lodging cost, while retaining some element of human interaction. What method would you recommend? a. EPSS b. virtual classroom c. self-directed learning d. asynchronous e-training system ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Virtual Classroom QUESTION TYPE: Multiple Choice Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 35. What action did Scotiabank undertake to ensure greater engagement during its interactive training sessions? a. offered everyone a small financial reward for attending b. provided pre-session information to each trainee to establish a common purpose c. included quizzes and employee participation in opinion polls during training d. paid careful attention to ensure employees’ learning styles were considered ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Virtual Classroom QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 36. Your company has decided to use video conferencing as the preferred training method. As a training expert, you are very much aware that this method of training has one main shortcoming. How would you mitigate this potential shortcoming? a. by ensuring trainees know how to use the system given it is complex b. by having a facilitator on site c. by having trainees from different levels of the organization in the same location d. by keeping the number of trainees to a maximum of ten in any one location ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Virtual Classroom QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 37. What type of web format would you use if you were going to provide a presentation to a group of trainees? a. webinar b. Web 2.0 c. web conferencing d. webcast ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: The Virtual Classroom QUESTION TYPE: Multiple Choice HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 38. Which of the following would NOT be considered a best practice when designing effective virtual training programs? a. use short modules followed by application of module content on the job b. delivery should have two-way communication c. use multimedia content to illustrate complex concepts d. the ideal number of trainees should be fewer than 35 ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Virtual Classroom QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 39. You are putting together a list of variables that impact the effectiveness of a virtual training program.

Which of the following variables is likely to be the number one item on your list? a. diversity of trainees b. ensure you use at least two design factors c. how the training program is designed d. ensure you are using the latest technology ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Designing Effective Computer-Based Training Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 40. Volvo and Sprint value their brand and how they are viewed by customers. Which design factor is referenced in the textbook as being used by both of these companies to emphasize their brand image? a. role play b. stories c. games d. computer simulation ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Designing Effective Computer-Based Training Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 41. Which instructional method describes the process of addressing individual trainees’ preferences and Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods needs? a. customization b. stories c. personalization d. individual feedback loops ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: Designing Effective Computer-Based Training Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 42. When reviewing the design of a computer-based training session, the trainer turns to the computer programmer and says, “please make sure the text explaining the correct sales sequence is placed near the diagram demonstrating the five-step sales process.” Which principle that covers many aspects of computer-based training design is the trainer referencing? a. the multimedia principle b. the contiguity principle c. the modality principle d. the personalization principle ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Designing Effective Computer-Based Training Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 43. What might trainees experience during computer-based training when they lack face-to-face interaction with an instructor and other trainees? a. social loafing b. lack of motivation c. Frustration d. lower self-efficacy ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Designing Effective Computer-Based Training Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 44. Which of the following statements relating to feedback is supported by evidence provided in the textbook? a. feedback may in fact take away from the learning experience in computer-based training b. there is a positive relationship between feedback and trainees’ learning c. when using computer-based training, it is extremely difficult to design training programs that Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods provide the trainee with feedback d. evidence is somewhat mixed on the effectiveness of feedback in supporting the trainee’s learning experience ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Designing Effective Computer-Based Training Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 45. Which of the following is NOT a design principle for computer-based training? a. multimedia principle b. contiguity principle c. modality principle d. customization principle ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Designing Effective Computer-Based Training Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 46. According to the textbook, what is the salient issue associated with the modality principle? a. trainees learn primarily via text presentations b. place text and graphics in close proximity to each other c. audio technology, rather than on-screen text, should be used to present information d. ensure the material is relevant to trainees ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Designing Effective Computer-Based Training Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 47. Which of the following terms describes a self-initiated and learner-controlled form of collaborative learning in which individuals in a social network share ideas and information, and in the process solve problems and create new knowledge? a. self-initiative learning b. social learning c. generative learning d. microlearning ANSWER: c Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods POINTS: 1 DIFFICULTY: Moderate REFERENCES: Social Media and Web 2.0 Technology QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 48. Computer-based training offers organizations and trainees several advantages. Which of the following is NOT viewed as an advantage of computer-based training? a. it is standardized and consistent b. it reduces training costs when there are large number of trainees c. it links training to job performance d. its effectiveness of training design ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Benefits of Computer-Based Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 49. What is one disadvantage of computer-based training identified in the textbook? a. does not accommodate different learning styles b. training cannot be easily customized c. cost savings from technology may not materialize d. learning outcomes are not easily measured ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: Benefits of Computer-Based Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 50. Given the potentially high development cost associated with computer-based training, what would you include as a salient factor when justifying this expenditure to senior management? a. training will be a one-time event b. employees are located in a central location c. a majority of trainees are not computer literate d. a large pool of trainees are geographically dispersed across Canada ANSWER: d Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods POINTS: 1 DIFFICULTY: Difficult REFERENCES: Benefits of Computer-Based Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 51. Web 2.0 technologies provide potentially significant benefits for stakeholders. Which of the following is NOT one of those benefits? a. helps with data aggregation and analysis b. provides access anytime, anywhere through web hosts and portable/wireless delivery mechanisms c. leverages the usage of a variety of media d. tends to restrain learner self-initiation and control ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: Social Media and Web 2.0 Technology QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 52. Under what circumstances are classroom instruction and computer-based training equally effective? a. when the trainees are all close in age b. when the trainees are all equally educated c. when the trainees are taught with the same instructional methods d. when the trainees are trained with experienced trainers ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Effectiveness of Computer-Based Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 53. Which of the following is NOT an accurate depiction of online and distance education? a. It can include text, graphics, and videos. b. It lacks class interaction. c. It can include discussion boards. d. It can result in earning a degree.

ANSWER: b POINTS: 1 DIFFICULTY: Moderate Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods REFERENCES: Online and Distance Education QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 54. Which of the following statements is aligned with evidence provided in the textbook comparing computer-based training to classroom instruction? a. overwhelming evidence indicates trainers prefer online methods b. online training is more effective when the learning outcomes are based on procedural knowledge c. trainees are more likely to be satisfied with classroom instruction d. both methods are equally effective for teaching procedural knowledge ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Effectiveness of Computer-Based Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 55. What is the main concern associated with computer-based training from the perspective of Canadian companies? a. whether computer training is here to stay or is a fad b. little evidence supports its effectiveness, hence return on investment is likely to be negative over the long run c. the up-front cost of development, especially for sophisticated multimedia programs d. the high level of dissatisfaction associated with computer-based training, particularly from training departments in large organizations ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Benefits of Computer-Based Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 56. You have a friend who has told you that he is going to take lots of courses through the use of MOOCs. What is your friend talking about? a. online courses that are free and have open enrollments b. online courses that are part of a degree program c. courses that can be taken online or live in a classroom d. online courses that are inexpensive but only for qualified students Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Online and Distance Education QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 57. You have a friend who has told you that her organization asked employees to join a group to share similar concerns and problems and meet regularly to share their experiences and knowledge, learn from one another, and identify new approaches for working and solving problems. What is this called? a. social learning b. generative learning c. knowledge sharing d. communities of practice ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Social Media and Web 2.0 Technology QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 58. Which of the following are examples of synthetic learning environments? a. synthetic reality and virtual reality b. virtual reality and augmented reality c. virtual reality and virtual worlds d. manipulated reality and simulated reality ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Synthetic Learning Environments QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 59. If an organization was concerned about trainees taking courses that are unnecessary and wanted trainees to take only computer-based courses that they need and would benefit from, what should the organization consider when designing technology-based training programs? a. generative learning b. microlearning c. adaptive learning d. adaptive guidance ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Designing Effective Technology-Based Training Programs QUESTION TYPE: Multiple Choice Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 60. You have just joined an organization that offers many training and development programs. However, in order for you take any courses, you need to log into the company’s intranet and identify and register for courses you are interested in and then take them when you are ready to do so. What is the organization using to administer and deliver its training and development programs? a. a training and development system b. a human resource system c. a training delivery system d. a learning management system ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Benefits of Technology-Based Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 61. Identify and briefly describe the benefits and limitations of self-directed learning.

ANSWER: Self-directed learning has several benefits, including allowing trainees to learn at their own pace and determine their desired level of expertise; reducing training time by letting trainees learn what is relevant to their needs; helping trainees become more independent learners; and providing options that can help trainees learn according to their preferred style of learning. Some of the limitations of self-directed learning include the danger that trainees might learn the wrong things or receive incomplete information; wasting trainees’ time while searching out required resources on their own; and an overall increase in time invested in acquiring the skills required to gather knowledge.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 62. Briefly compare and contrast technology-based training and traditional training methods.

ANSWER: Technology-based training can be defined as “anything that uses technology to deliver lessons.” Traditional training by contrast is “anything that does not involve the use of technology in delivering lessons.” The focus of the chapter is on those technologies that are key to delivery, such as Internet, Intranet, electronic performance support systems, and video conferencing, as opposed to technologies that are often employed in the classroom, such as multimedia presentations. The use of technology-based training is steadily increasing in organizations; however, it is not fully replacing more traditional training methods as some had predicted it would.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 63. Define the terms “synchronous training” and “asynchronous training,” and provide an example for each.

ANSWER: Asynchronous training is training that is pre-recorded and available to trainees any time and from any location, and would include things like text, graphics, and animation available on a company website for use in a training program and that can be viewed either from home or work at the trainee’s convenience. Synchronous training is offered in real time and requires trainees to be at their computer at a specific time, and would include things like web-based video conferencing where trainees interact live with each other and the trainer.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 64. Why would a company use synchronous training given that it is much less flexible (from the trainee’s perspective) versus asynchronous training?

ANSWER: It may be less flexible; however, companies with dispersed workforces will save on travel and lodging expenses.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 65. Define and describe at least two advantages and disadvantages of online and distance education.

ANSWER: Online and distance education describe methods in which information is communicated from a central source to individuals or groups at locations separate from the source, and usually involving the use of technology. It is advantageous for trainees who live in remote areas or who do not wish to travel to a central training site, for trainees who wish to receive training without having to wait for sufficient numbers in order for a classroom course to be offered, and for trainees who have scheduling restrictions due to work or family commitments. Disadvantages of include the potential for the training to not be finished because of a lack of trainee motivation, and that the cost of developing courses may be prohibitive to the organization.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 66. From the perspective of proper instructional design principles, discuss factors that need to be considered when designing technology-based training programs.

ANSWER: In order for technology-based training to be effective, it must incorporate adult Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods learning principles, active practice, and the condition of practice. For example, interactive features (simulations, for example) must be built in that actively engage the trainee, and where possible choices in how to interact with or navigate through the training materials should be provided. Opportunities for feedback are important to provide trainees with important information on their learning progress. Finally, consideration must be given to the motivation level and self-efficacy of trainees, and steps taken to ensure the trainee is both prepared for and capable of successfully completing the training.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 67. a) What is an “electronic performance support system”? b) Describe how an electronic performance support system may be used by a salesperson in supporting greater sales for a company.

ANSWER: a) EPSS is a computer-based system that provides access to integrated information, advice, and learning experiences. It is basically an old-fashioned job aid delivered via technology—in short, it provides employees with quick and easy access to what they need to be effective at their jobs. b) Students may provide a wide range of possible ways an EPSS might facilitate increases in sales. However, some of the more robust answers should include the following: - information is accessed only when it is needed by the salesperson (saves time) - salespeople may access an intranet page where they can download content to a mobile device or a computer, hence facilitating sales presentations (convenience and speed) - if the company offers a wide number of products, salespeople may refresh their knowledge about products and services not frequently sold - videos may be downloaded to demonstrate to the customer how the product works, etc.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 68. You have been tasked with developing a virtual training program for your company. What are some of the “best practices” you would integrate into your program design?

ANSWER: Students may draw on the various points highlighted in Trainer’s Notebook 7.1 such as design a series of short modules—about 60 to 90 minutes—each followed by a work assignment that immediately applies the learning to the job; move from monologue to dialogue for the delivery; ensure that the delivery is interactive; include multimedia content; keep the classroom size to a maximum of 20 to 25; attempt to model programs on the structure and style of a phone-in radio show.

POINTS: 1 QUESTION TYPE: Subjective Short Answer Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 69. Describe online and distance education and discuss two new developments.

ANSWER: Online or distance education involves the use of computer technology and the

Internet to deliver educational content and courses. Online courses can include text, graphics, and videos as well as quizzes, and downloadable materials. Many online courses also include discussion boards for students to post questions, comment on course material, answer questions, and receive instructor input. Class interactions can also be included by having designated discussion times that involve the entire class. Two new developments are massive open online courses (MOOCs) and small private online courses (SPOCs). Massive open online courses are courses that are available on the Internet and are usually free and have open enrollments. Small private online courses focus on more specific topics and are offered to smaller and more targeted audiences. Enrollment is limited and the content can be customized and directed to a specific group of employees.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 70. What are synthetic learning environments (SLEs)? Discuss two examples of SLEs. ANSWER: Synthetic learning environments involve the use of technology-based training

media that augment, replace, create, and/or manage a learner’s experience with the world by providing realistic content with instructional features. They provide trainees with realistic synthetic experiences to enhance learning and performance. Two examples of SLEs are virtual reality and augmented reality. Virtual reality uses computers to create an artificial three-dimensional experience that simulates and recreates an actual environment. It uses computer graphics, sounds, and images to create an electronic version of a real-life situation. Augmented reality involves technology in which computer-generated virtual imagery (e.g., graphics, text, and other visual elements) is overlaid or superimposed onto a real-world environment in real time. It integrates physical reality with digital information to augment or enhance certain aspects of the environment. Unlike virtual reality, augmented reality contains some aspect of reality and is designed to augment the real environment with information integrated into the individual’s real world.

Virtual reality creates an artificial environment that replaces the real world while AR supplements and augments the real world.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 7 - Technology-Based Training Methods 71. What is mobile learning and what are its advantages and disadvantages?

ANSWER: Mobile learning involves the use of mobile or portable technologies such as

iPods, MP3 players, and smartphones for training. The main advantage of mobile learning is that employees can obtain information and training at any time and from any location. It makes learning accessible across time, location, and device and it is especially useful for microlearning, which can provide just-in-time or on-demand learning content. A disadvantage of mobile learning is the potential for distractions from the environment.

Distractions can reduce a trainees’ ability to attend to the training content and interfere with learning and retention.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 72. What is learner control and what effect does it have on learning? What can be done to make learner control more effective for learning?

ANSWER: Learner control refers to the degree to which the trainee has control over

various instructional features during a lesson or training program, such as the content, sequence, and/or pace of training. Trainees can choose the content they want to view, the order in which they will view the content, enter and leave training as they choose, and progress at their own pace. It enables trainees to manage the learning process themselves and make decisions about what and how much to study and practice. Although there is some evidence that learner control has a positive effect on trainee motivation and satisfaction with training, there is also some evidence that too much learner control can detract from the learning experience and have a negative effect on learning because trainees do not always accurately assess their level of knowledge and make bad decisions such as skipping over important sections of the training, and terminating study and practice sessions before they have completed the training and learned the required material. There are a number of things that can be done to make learner control more effective for learning. Trainees should be provided with some structure and guidance so that they know what content to learn and the best way to learn it. This type of guidance is known as adaptive guidance, which is an instructional strategy to assist trainees in making effective learning decisions. Trainees are more likely to learn and less likely to drop out of training when they begin training with a plan for when, where, and how much time they will devote to training and when they follow through with their plans. Self-regulation prompts can also help trainees make better use of learner control because they encourage them to regulate their learning.

POINTS: QUESTION TYPE: HAS VARIABLES: DATE CREATED:

1 Subjective Short Answer False 10/5/2018 8:18 AM

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Chapter 7 - Technology-Based Training Methods DATE MODIFIED: 10/5/2018 8:18 AM

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Chapter 8 - Training Delivery 1. A good lesson plan should be prepared in advance of a training program; however, it should be short on specific details so as to provide the trainer with flexibility on what and how to train. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: The Lesson Plan QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 2. Evidence supports the notion that a good lesson plan should provide a general overview of learning outcomes, allowing the trainer to personalize the actual content and lesson format. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: The Lesson Plan QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 3. There is no one “best way” to organize training content, since it will depend on the nature of the content and the trainees. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Lesson Plan QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 4. A good lesson plan cover page should include headings to provide clarity on a number of topics associated with the lesson plan. Those headings should include training objectives, classroom requirements, trainee supplies, and the overall cost of the program. a. True b. False ANSWER: False Copyright © 2019 Nelson Education Ltd.

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Chapter 8 - Training Delivery POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Lesson Plan QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 5. One of the most effective means of overcoming a poor trainer is having a robust and detailed lesson plan. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Trainer QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 6. A subject-matter expert is a person who is familiar with training delivery best practices. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Trainer QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 7. Research appears to support the notion that trainees who experience an expressive trainer tend to recall more content. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: The Trainer QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 8 - Training Delivery DATE MODIFIED: 10/5/2018 8:18 AM 8. Trainers can generate interest and increase trainees’ motivation by using seductive details in the delivery of the training program with physical animation and linguistic devices. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Trainer QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 9. John is an expert in using a moulding machine at a local car manufacturing plant. Management decides to train John on “how to train” new employees on this moulding machine given that John has no experience training. In this short scenario, John will be participating in a “train-the-trainer” initiative. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Trainer QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 10. According to the textbook, “train-the-trainer fundamentals” include providing the subject-matter expert with some financial incentive for taking on the role of a trainer. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Trainer QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 11. According to Donald Kirkpatrick, three decisions need to be made when selecting participants for a training program: (1) Who can benefit? (2) What programs are required by law? (3) Should the training be voluntary or compulsory?

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Chapter 8 - Training Delivery a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: The Trainees QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 12. A trainability test is a test that fundamentally measures the trainees’ readiness level at the conclusion of a training program. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Trainees QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 13. According to Donald Kirkpatrick, the decision to segregate training participants by organizational levels should be made by considering organizational norms, values, and practices. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Trainees QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 14. In order to be conducive to learning, a training site should be comfortable in terms of space, lighting, and temperature. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy Copyright © 2019 Nelson Education Ltd.

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Chapter 8 - Training Delivery REFERENCES: Training Site QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 15. A high-involvement seating arrangement fits well with a traditional lecture format. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Seating Arrangement QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 16. When deciding on a desired seating arrangement, trainers should consider two critical variables: the training objectives and the level of trainee involvement during the training session. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Seating Arrangement QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 17. A learning climate has four key factors including pre-arrival, greeting participants, trainer’s style and behaviour, and trainees’ experiences and background. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Implementing the Training Program QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 18. The “greeting participants” component of a learning climate may include an e-mail sent by the trainer Copyright © 2019 Nelson Education Ltd.

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Chapter 8 - Training Delivery explaining the goals and objectives of the training program prior to trainees arriving at the training site. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Implementing the Training Program QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 19. According to Robert Gagné, “events of instruction” are external events that are designed to help facilitate the learning process in trainees. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Implementing the Training Program QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 20. Asking trainees to explain how the material presented in training may be used at work results in greater retention and transfer. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Implementing the Training Program QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 21. One ethical issue of particular concern is excluding some employees from attending training programs, which may result in workplace discrimination and human rights complaints. a. True b. False ANSWER: True POINTS: 1 REFERENCES: The Role of Ethics in Training and Development Copyright © 2019 Nelson Education Ltd.

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Chapter 8 - Training Delivery QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 22. The Canadian Human Rights Act and provincial human rights codes govern human rights issues such as an employee being denied training. a. True b. False ANSWER: True POINTS: 1 REFERENCES: The Role of Ethics in Training and Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 23. The seductive details effect refers to situations when seductive details improve trainee learning and retention. a. True b. False ANSWER: False POINTS: 1 REFERENCES: The Trainer QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 24. Training administration involves the coordination of the training materials and the scheduling of a training program. a. True b. False ANSWER: False POINTS: 1 REFERENCES: Training Administration QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 25. The best way to deal with problem participants is to have them removed from the training program. a. True b. False ANSWER: False Copyright © 2019 Nelson Education Ltd.

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Chapter 8 - Training Delivery POINTS: 1 REFERENCES: Training Delivery Problems QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 26. What is the term for a connected unit of instruction with a specific learning objective? a. lesson plan b. lesson plan cover page c. training d. lesson ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: The Lesson Plan QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 27. According to the textbook, which of the following activities is NOT considered a training delivery activity? a. John develops a spreadsheet to track training attendance b. John decides to use a high-involvement seating arrangement c. John decides to measure training outcomes using Kirkpatrick’s four levels d. John, a subject-matter expert, is picked by his company to lead the training ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Lesson Plan QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 28. Sandy is putting together a lesson plan cover page for a customer service training program to be provided to all retail employees. Which of the following statements should NOT be included in her lesson plan? a. “the cost per trainee will be $250, paid by the sponsoring department” b. “trainees will be able to probe customers’ needs by using a four-step process” c. “the training room needs to be able to accommodate 30 trainees in round tables of six” d. “a DVD player, projector, and white-board are needed in the training room” ANSWER: a POINTS: 1 DIFFICULTY: Difficult Copyright © 2019 Nelson Education Ltd.

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Chapter 8 - Training Delivery REFERENCES: The Lesson Plan QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 29. Mike has been charged with designing a lesson plan dealing with negotiation strategies. Under which section of a lesson plan would he include articles and links to websites dealing with negotiation strategies? a. training objectives b. sequence of instructional design c. training materials d. trainee handouts ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Lesson Plan QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 30. Which of the following is the LEAST important quality of an effective trainer? a. is able to draw on his or her experiences b. displays mastery of the topic c. makes sure the training program is fun d. displays characteristics of an expressive trainer ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: The Trainer QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 31. What does consulting firm Booz Allen Hamilton use as part of the criteria to select employees for a skills enhancement training program? a. a psychomotor skills pretest b. a technical skills pretest c. a communications skills pretest d. a language skills pretest ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Trainees QUESTION TYPE: Multiple Choice HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 8 - Training Delivery DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 32. What should companies do so that subject-matter experts become effective trainers? a. ensure the subject-matter experts are experienced employees b. teach subject-matter experts how to be effective trainers c. provide monetary benefits to subject-matter experts who become trainers d. ensure subject-matter experts have support from less experienced trainers ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Trainer QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 33. Donald Kirkpatrick says companies need to make decisions when selecting candidates for training programs. Which of the following is a question that Kirkpatrick suggests should be asked? a. Should we use internal subject-matter experts or external trainers? b. Do employees need career development? c. What programs are mandated by law? d. Should training be off-the-job, on-the-job, or blended?

ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: The Trainees QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 34. You are a training specialist working for an Alberta-based training company. As you put together a lesson plan cover page, you need to decide whether to segregate trainees based on their position in the company or train everyone together. Which of the following statements will most likely shape your decision to segregate trainees based on their position in the company? a. the level of education and experience of trainees b. the type of industry and previous training practices c. security risks and type of industry d. organizational culture and the current rapport between different levels in the organization ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Trainees QUESTION TYPE: Multiple Choice Copyright © 2019 Nelson Education Ltd.

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Chapter 8 - Training Delivery HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 35. Before trainees participate in an intense training evaluation class next month, the training department provides them with an activity requiring that they demonstrate some very basic math competencies.

Which of the following terms best captures this activity by the training department? a. capability test b. expressiveness test c. validity test d. trainability test ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Trainees QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 36. Which of the following is information that is NOT included in a training plan? a. how much the training will cost the organization b. which individuals in an organization need to be trained c. the type of training that is required d. the method by which training will be delivered ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: The Trainees QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 37. According to the textbook, what factors should be considered when deciding to conduct training offsite? a. potential distractions b. trainer preferences c. trainee preferences d. management preferences ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: Training Site QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 8 - Training Delivery 38. What seating arrangement would you suggest is congruent with having trainees work in groups to solve real company challenges? a. high intensity b. high involvement c. low intensity d. moderate involvement ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Seating Arrangement QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 39. Some organizations use their own off-the-job training facilities. What is the name of the training facility referenced in the textbook that is used by the Bank of Montreal to train many of its employees? a. BMO Learning Academy b. Institute for Training and Development c. Institute for Learning d. BMO University Centre ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Training Site QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 40. You have to share a lot of information with a group of 100 managers. What classroom seating arrangement would be most congruent with this type of scenario? a. 10 tables with 10 seats each so as to facilitate intra-group discussion b. a “U” shaped configuration so as to facilitate two-way discussion c. a “U” shaped configuration with some areas reserved for group discussion d. a traditional classroom arrangement to primarily facilitate one-way communication ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Seating Arrangement QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 41. Which of the following is NOT influenced by seating arrangements at a training event? a. trainee involvement b. trainee commitment and energy c. learning transfer and management support Copyright © 2019 Nelson Education Ltd.

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Chapter 8 - Training Delivery d. trainee participation ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Seating Arrangement QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 42. Britnee is a training manager at a local credit union and is trying to determine how best to schedule her training program. Which of the following training variables should Britnee consider most important in helping her develop a training schedule? a. nature of the business b. training motivation c. training content d. self-efficacy ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: Scheduling the Training Program QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 43. What have trainability tests most often been used for? a. motor skills b. non-technical skills c. technical skills d. psychomotor skills ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Trainees QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 44. Which of the following terms best describes the role of a training administrator? a. lead b. develop c. coordinate d. analyze ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Administration QUESTION TYPE: Multiple Choice Copyright © 2019 Nelson Education Ltd.

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Chapter 8 - Training Delivery HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 45. According to the textbook, creating a climate that is conducive to learning involves four elements or factors. Which of the following is NOT one of those elements? a. trainer’s style and behaviour b. pre-arrival factors c. learning facility/environment d. post-training follow-up ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Implementing the Training Program QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 46. Which of the following is NOT a factor in establishing a positive learning climate? a. having trainees complete a short exam to gauge their knowledge at the start of the training session b. providing trainees with pre-training reading materials c. having the trainer welcome trainees personally d. having the trainer provide a brief overview of his/her experience relating to the training topic ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: Implementing the Training Program QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 47. Adult learners need to identify “what is in it” for themselves or their organization. Which of Robert Gagné’s nine events of instruction and training design principles reflects this need? a. describe the objectives b. present the material to be learned c. gain attention d. stimulate recall of prior knowledge ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Implementing the Training Program QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 8 - Training Delivery 48. Which of Robert Gagné’s nine events of instruction supports the notion of having trainees reflect on their weaknesses, prioritize activities, and evaluate one’s progress? a. present the material to be learned b. provide guidance for learning c. stimulate recall of prior knowledge d. gain attention ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Implementing the Training Program QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 49. Which of the following scenarios is potentially the best possible outcome from a training program? a. trainees reflect on the training and provide positive responses b. trainees make suggestions for future improvements to the program c. trainees share with co-workers their satisfaction with the training experience d. trainees’ behaviour and performance show a positive change ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Implementing the Training Program QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 50. Swanson and Falkman identified 12 common training and delivery problems. From these 12 issues, the authors summarized the 12 training problems into three major categories or themes. Problems pertaining to which of the following is NOT one of those themes? a. the training facilities b. the trainer c. how the trainer relates to the trainees d. presentation techniques ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: Training Delivery Problems QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 51. Authors R. Swanson and S. Falkman identified 12 common training delivery problems. Which of the following themes was NOT identified by the authors? a. trainer lack of confidence b. difficulty in developing effective lesson plans Copyright © 2019 Nelson Education Ltd.

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Chapter 8 - Training Delivery c. trainers having difficulty drawing on personal experiences that would resonate with trainees d. lack of engagement by trainees ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Delivery Problems QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 52. In a training session, John begins to respond to the trainer’s question. Before he has an opportunity to finish, Marie interrupts and begins to respond to the question. Which type of “problem participant” is Marie? a. the arguer b. the voice of experience c. the rigid one d. the non-listener ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Delivery Problems QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 53. One of your colleagues is experiencing some challenges in getting trainees to actively participate in his training sessions. Knowing you are an expert trainer, he solicits your opinion. Which of the following is NOT likely to be guidance you would provide? a. “ask open-ended questions and provide positive feedback when trainees participate” b. “plan small-group activities such as case studies and role plays to increase participation” c. “sometimes, you will come across groups of trainees who are simply shy; accept it and focus on the learning outcomes” d. “invite participation by structuring activities to allow trainees to share early in the training session” ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Delivery Problems QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 54. Which of the following is an optimal solution to training delivery problems associated with trainer timing issues?

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Chapter 8 - Training Delivery a. plan for too much material and then prioritize activities b. if you begin to run out of time, omit some sections of your lesson plan c. determine the needs of the group early in the training so you can pace yourself accordingly d. if you start to run out of time, ask trainees if they are able to extend the training session by another 30 minutes ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Delivery Problems QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 55. Halfway through her lecture, Jay begins to experience problems with her PowerPoint presentation.

What solution should Jay use to deal with this challenge? a. visit the facility beforehand to ensure her PPT presentation is compatible b. enlist assistance from trainees who may know how to solve the issue c. arrive at least one hour early to set up and handle problems d. report the issue to facilities and wait for the problem to be resolved ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Training Delivery Problems QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 56. Ethics involves systematically thinking about the moral consequences of one’s actions and how those actions impact stakeholders. Which of the following groups comprises the stakeholders? a. directors and corporate managers b. shareholders, employees, and managers c. internal and external customers d. people inside and outside the organization ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Role of Ethics in Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 57. A trainer claims a training program will provide an organization with an ROI of 500 percent in order to secure a training contract. In fact, the training program provides, in a best-case scenario, an ROI of only 5 percent. This fact is known to the trainer prior to training. What ethical guideline has this trainer Copyright © 2019 Nelson Education Ltd.

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Chapter 8 - Training Delivery violated? a. voluntary consent b. values c. competency d. cost-effectiveness ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Role of Ethics in Training and Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 58. Which of Robert Gagné’s nine events of instruction takes into consideration task sequencing? a. Provide guidance for learning. b. Stimulate recall of prior knowledge. c. Present the material to be learned. d. Describe the objectives.

ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Implementing the Training Program QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 59. A trainer has just learned about the use of seductive details in the delivery of a training program.

However, he is concerned about the seductive details effect. What is the trainer concerned about? a. Trainees will not like the training program. b. Trainees will not Bloom’s Understand the seductive details. c. Trainees’ learning and retention will be impaired. d. Trainees will not participate in the training.

ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Trainer QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 60. When are seductive details most likely to have a positive effect on trainees’ problem solving? a. when trainees are familiar with the seductive details b. when the trainer has experience using seductive details c. when trainees like the trainer d. when the trainer is expressive Copyright © 2019 Nelson Education Ltd.

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Chapter 8 - Training Delivery ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Trainer QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 61. a) Describe how a lesson plan can play a role in implementing a training program. b) You are currently putting together a “lesson plan cover page” for a sales training program. Identify and describe the major headings you would include in your lesson plan cover page.

ANSWER: a) – Makes competing for funding training program easier.

– Enables training to be directed toward real training problems.

– Signals to other members of the organization that training is to be conducted in a professional manner.

– Enhances credibility of training with line managers. b) Students should provide an answer in line with material presented under Table 8.2 of the textbook.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 62. What is a trainability test? How is it useful for training employees?

ANSWER: A trainability test is a test that measures an individual’s ability to learn and perform training tasks in order to predict whether an individual will successfully complete a training program. Trainability tests have been shown to be effective in predicting training success and job performance in many jobs such as carpentry, welding, dentistry, and forklift operation. These pre-tests can also be used to determine what kind of remedial training an individual will require preparing him or her for a training program or preparing a training program for their needs.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 63. Discuss the significance of the climate of learning. Name and describe the four elements that constitute the climate of learning.

ANSWER: The trainer has to ensure the training climate is conducive to learning. The trainees need to feel relaxed, safe, and comfortable in the training environment for maximum effectiveness. There are four key elements for this: (i) Pre-arrival factors—Information about the location, objectives, reading, timing, and schedule sent to trainees prior to the program can set a positive tone for the program.

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Chapter 8 - Training Delivery (ii) Greeting participants—Trainees might be anxious or skeptical about the training.

The trainer can make them feel welcome by greeting them when they enter. An early-morning welcome session with refreshments typically facilitates interaction and creates a comfortable atmosphere. (iii) Learning facility—The physical set-up of the location should be comfortable, bright, and relaxing. (iv) Trainer’s style and behaviour—The trainers should introduce themselves to participants and use every opportunity to interact with them. The trainer can also create a positive climate by listening with empathy, accepting different ideas, communicating with sensitivity, asking for feedback, and generally making themselves accessible to trainees.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 64. Most common training delivery problems fit into one of three basic themes. Identify the three themes and provide one problem example for each.

ANSWER: The three themes are: (1) Problems pertaining to the trainer (for example, a lack of confidence); (2) Problems pertaining to how the trainer relates to the trainees (for example, not knowing how to handle participants who dominate or don’t participate); and (3) Problems relating to presentation techniques (for example, not knowing how to use different technical media, such as PowerPoint).

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 65. Identify some common types of “problem participants” in training and describe potential strategies to deal with such participants.

ANSWER: Refer to Table 8.5 for a full list of the types of problem participants: ∙ Hesitant, monopolizer, arguer, complainer, rigid, hostile, angry, negative, clown, show-off are some types of problem participants. ∙ Dealing with difficult learners: Confront the problem learner and talk to them to determine the problem, circumvent dominating behaviour by using nonverbal behaviour, use small groups to overcome timid behaviour, structure exercises where a wide range of participation is encouraged.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 66. Sometimes, even experienced trainers face training delivery problems. In the textbook, authors Swanson and Falkman identified several (12) such delivery problems that trainers may experience.

Identify 6 of those 12 problems and provide at least one potential solution to each of these problems.

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Chapter 8 - Training Delivery ANSWER:

The list of the delivery problems identified by Swanson and Falkman are available in The Trainer’s NoteBook 8.3. As an example, delivery number one deals with “fear”—solutions are to be prepared, use ice-breakers at the beginning of the training to relax trainees, and use relaxation techniques.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 67. Define an event of instruction and briefly discuss Gagne’s nine events of instruction.

ANSWER: Events of instruction are external events that are designed to help learning occur.

Their purpose is to stimulate and activate trainees’ internal learning processes, which will then lead to learning. The nine events of instruction are (1) gain attention, (2) describe the objectives, (3) stimulate recall of prior knowledge, (4) present the material to be learned, (5) provide guidance for learning, (6) elicit performance practice, (7) provide informative feedback, (8) assess performance, and (9) enhance retention and transfer.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 68. What is the meaning and purpose of seductive details and what is the seductive details effect? What does the research say about the effects of seductive details?

ANSWER: Seductive details consist of entertaining and interesting information (such as

cartoons, stories, and jokes) that is irrelevant or only tangentially related to the training material and not necessary for achieving the training objective.

The purpose is to make the material more interesting and to be more engaging. The seductive details effect means that seductive details might impair trainees’ learning and retention. Research has found some evidence for the seductive details effect but the presence of the effect depends on a number of factors such as the kind of seductive detail. The effect is more likely when trainees have a time limit for completing training. Seductive details have been found to have a positive effect on the attention of trainees with high pre-training knowledge of the training content and a negative effect on those with low pre-training knowledge. When seductive details are combined with an expressive trainer, there is a positive effect on problem solving.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 69. Define and discuss the ethics of training and development. What are some ethical guidelines?

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Chapter 8 - Training Delivery Ethics is the systematic thinking about the moral consequences of one’s actions and decisions on various stakeholders. For training professionals, ethics involves following a set of standards and principles in the design, delivery, and evaluation of training and development programs. Ethical guidelines include voluntary consent, avoidance of discrimination, cost effectiveness, accurate portrayal, competency, and values. One area of concern is the refusal of employees to attend training programs, with ethical and legal dimensions.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM ANSWER:

70. You have been tasked by your university to design and deliver a training program that will help new students better adapt to university life. Use the ethical guidelines described in the textbook in developing such a training initiative.

ANSWER: Students will need to incorporate the six major areas in their program (voluntary consent, discrimination, cost-effectiveness, accurate portrayal, competency in training, values). Wide-ranging answers are very likely. What should be fairly constant are the six key areas.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM

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Chapter 9 - Transfer of Training 1. Transfer of training is the generalization of knowledge and skills learned in training to the job and the maintenance of acquired knowledge and skills over time. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: What Is Transfer of Training?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 2. Neutral transfer of training is a term used in the textbook to describe situations whereby what was learned in training is transferred to the job site with slight modification or adapted to new situations. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: What Is Transfer of Training?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 3. According to the textbook, near transfer of training occurs when trainees are able to apply skills learned in training to situations that are very different from those experienced in training. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: What Is Transfer of Training?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 4. Studies appear to indicate that the number one barrier to training transfer tends to be associated with poor training design. a. True b. False ANSWER: False POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training DIFFICULTY: Difficult REFERENCES: Transfer of Training Problem QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 5. Baldwin and Ford’s model of “transfer of training process” has three main factors including training inputs, training outputs, and organizations. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Transfer of Training Process QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 6. According to Baldwin and Ford’s model of the transfer of training process, trainee characteristics, training design, and the work environment have a direct effect on learning and retention. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Transfer of Training Process QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 7. An important implication of Baldwin and Ford’s model is that learning and retention are necessary but not sufficient conditions for transfer. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Transfer of Training Process QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training DATE MODIFIED: 10/5/2018 8:18 AM 8. Motivation to transfer has been found to be a significant predictor of positive transfer. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Transfer of Training Process QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 9. Work environment characteristics both pre- and post-training have been found NOT to impact training transfer. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Transfer of Training Process QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 10. Research on training transfer found that among the work environment factors, a positive transfer climate was the strongest predictor of transfer. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Transfer of Training Strategies QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 11. According to the textbook, if successful transfer of training is to occur, a collaborative climate must be established among four key variables: trainees, supervisors or managers, trainers, and customers. a. True b. False ANSWER: False Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training POINTS: 1 DIFFICULTY: Easy REFERENCES: Transfer of Training Strategies QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 12. Readiness to learn and trainability may be expressed as the following equation: “Readiness to Learn and Trainability = (Ability × Management Support × Perceptions of the Work Environment).” a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Transfer of Training Strategies before Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 13. The readiness to learn and trainability equation suggests that if a score on one of the three variables is low, the trainability score will also be low. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Transfer of Training Strategies before Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 14. Having managers attend training first sends a powerful message to other trainees that the training content is important to the company. This can be further enhanced by having managers lead certain portions of the training. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Transfer of Training Strategies during Training QUESTION TYPE: True / False HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 15. Evidence appears to support the notion that in order for transfer to occur, managers should follow the following steps: 1) create a transfer of training plan for employees, and 2) introduce the action plan to trainees upon completion of the training program. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Transfer of Training Strategies after Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 16. The textbook offers support for the existence of a positive relationship between training transfer and opportunities to practise newly acquired skills. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Transfer of Training Strategies after Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 17. Relapse prevention is an intervention that instructs trainees to anticipate transfer obstacles and highrisk situations in the work environment and to develop coping skills and strategies to overcome them. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Transfer of Training Interventions QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 18. Self-management interventions target behavioural changes and have their basis in self-regulation and social cognitive theory.

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Chapter 9 - Transfer of Training a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Transfer of Training Interventions QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 19. Booster sessions are extensions of training programs that include the introduction of new skills and knowledge that build on the original training program—these often cover advanced topics. a. True b. False ANSWER: False RATIONALE: 1 POINTS: 1 DIFFICULTY: Difficult REFERENCES: Post-Training Supplements QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 20. The Learning Transfer System Inventory is simply a tool that measures and helps organizations diagnose their transfer system. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Transfer System QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 21. The Learning Transfer System Inventory refers to all factors in the trainee, trainer, and organization that influence transfer of learning to job performance. a. True b. False ANSWER: False POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training DIFFICULTY: Moderate REFERENCES: Transfer System QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 22. Vertical transfer refers to transfer from the individual or trainee level upward to the managerial level. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: What Is Transfer of Training?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 23. Valence refers to trainee beliefs about the desirability of outcomes obtained from training. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Training Strategies before Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 24. Debriefs are discussions that trainers have with managers about trainees’ transfer experiences. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Post-Training Supplements QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 25. Identical elements are especially important for far transfer.

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Chapter 9 - Transfer of Training a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Transfer of Training Process QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 26. If an organization is concerned about whether changes in trainee behaviour and performance transfer to organizational-level outcomes, what is it they are concerned about? a. positive transfer b. horizontal transfer c. vertical transfer d. far transfer ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: What Is Transfer of Training?

QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 27. ABC Ltd developed and launched a new leadership development program for managers with less than one year of experience. Shortly afterwards, ABC Ltd realized that the performance and behaviour of trainees actually deteriorated. What training transfer term best describes this outcome? a. zero transfer b. poor transfer c. negative transfer d. vertical transfer ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: What Is Transfer of Training?

QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 28. After participating in a training program, workers at a local restaurant began to demonstrate greater concern for delivering a “wow” customer experience. As a result, customer satisfaction surveys undertaken by the restaurant began to show improvements in overall customer satisfaction levels, which impacted profitability. Which term describes this organizational outcome linked to training? a. near transfer b. horizontal transfer c. far transfer d. vertical transfer ANSWER: d Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training POINTS: 1 DIFFICULTY: Difficult REFERENCES: What Is Transfer of Training?

QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 29. Which training transfer concept may be described as serving as the ultimate barometer of training effectiveness as it describes how changes in individual behaviour, as a result of training, impact organization-wide results? a. horizontal transfer b. vertical transfer c. parallel transfer d. positive transfer ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: What Is Transfer of Training?

QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 30. Which of the following is NOT a barrier to the transfer of training? a. resources not available to use the skills b. no time provided to use the skills c. the culture does not support the training d. poor training methodology ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Transfer of Training Problem QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 31. Which of the following barriers to the transfer of training have been found to be the most critical? a. supervisor support and the social support system in an organization b. time pressures and the lack of opportunities to use new skills c. old habits that could not be changed and a reward system that is not congruent with new skills d. the social support system and the work processes do not support the new skills ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Transfer of Training Problem QUESTION TYPE: Multiple Choice Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 32. What conclusions can you draw from the work of Baldwin and Ford on the transfer of training process depicted in the textbook? a. trainee characteristics have a direct effect on the work environment. b. the work environment has a direct effect on training design. c. learning and retention are necessary conditions for transfer. d. learning and retention are sufficient conditions for transfer.

ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Transfer of Training Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 33. Which of the following trainee characteristics is NOT linked with training transfer? a. cognitive ability b. motivation to train c. external locus of control d. need for achievement ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Transfer of Training Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 34. You are putting together a series of slides for a lecture you are leading in which you address the challenges associated with having “learning transfer.” You want the focus of your lecture to be on individual trainee characteristics that are found to align with strong training transfer. Which of the following trainee characteristics would you identify as the strongest? a. cognitive ability b. motivation to transfer c. self-efficacy d. learning goal orientation ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Transfer of Training Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training 35. Which training design element is congruent with having trainees learn the underlying principles or theories behind a particular skill? a. identical element b. blended elements c. general principles d. stimulus variability ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Transfer of Training Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 36. Tony provides negotiation training for a number of local organizations. To ensure a wide application of his lessons, Tony places trainees in negotiation situations that share the same underlying principles yet the scenarios vary. What learning principle is Tony using? a. identical elements or principles b. stimulus variability c. vertical principle d. lateral principle ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Transfer of Training Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 37. If stimulus variability enables greater generalization of new skills, what type of transfer is especially important? a. near transfer b. far transfer c. horizontal transfer d. vertical transfer ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Transfer of Training Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 38. What are the two characteristics of the work environment considered in Baldwin and Ford’s model of the transfer of training process? a. external environment and internal environment b. training environment and on-the-job environment Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training c. pre-training environment and post-training environment d. specific and general environment ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Transfer of Training Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 39. What are the two specific characteristics of the post-training environment that appear to have the greatest impact on trainees’ ability to apply newly learned skills? a. manager and peer support b. learning environment and available rewards c. available rewards and self-efficacy d. trainees’ level of experience and peer support ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Transfer of Training Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 40. Anderson just finished a new safety training program offered at his company’s head office. A few months after returning to work, he notices that he is not applying safety measures as he should. Which of the following internal variables is most likely causing this lack of training transfer? a. the company simply does not support safety procedures b. the wrong training methods were used c. a poor instructor and poor program design d. peer pressure and lack of management support ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Transfer of Training Strategies after Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 41. In addition to transfer strategies, studies have found that interventions provided after the training sessions appear to be supportive of training transfer. Which of the following is NOT classified as a posttraining intervention?

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Chapter 9 - Transfer of Training a. relapse prevention b. management directive c. self-management d. goal setting ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Transfer of Training Interventions QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 42. According to the transfer of training framework, what is one activity management should undertake prior to the start of a training program? a. get employee input and involvement in the training process b. make sure the ISD model is used c. ensure trainees have an opportunity to apply newly learned skills on the job d. provide supportive feedback for the usage of new skills on the job ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Transfer of Training Strategies before Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 43. According to the transfer of training framework, which of the following is NOT an activity that management should do to encourage transfer after training? a. ensure trainees have the opportunity to use skills learned during training b. evaluate employees using performance metrics that are congruent with the newly acquired skills c. publicly praise usage of newly acquired skills d. evaluate performance and results irrespective of method used to accomplish performance ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Transfer of Training Strategies after Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 44. The key benefit of the Learning Transfer System Inventory is that it recognizes the importance of a systematic approach to transfer of training. Which of the following statements is NOT aligned with the principles or conclusions of this diagnostic tool/model?

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Chapter 9 - Transfer of Training a. barriers to transfer vary from company to company; therefore, interventions to improve transfer need to be unique to each company b. once the transfer resistance points are identified, the model offers implementable solutions to mitigate the resistance points c. it identifies various variables both specific to a training program and general that may impact transfer d. the diagnostic nature of the tool/model works well in pinpointing areas for intervention using 16 variables ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Transfer System QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 45. Which of the following factors is NOT included in the readiness to learn/trainability formula? a. ability b. perceptions of work environment support c. actual work environment support d. motivation ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Transfer of Training Strategies before Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 46. The provision of which of the following is NOT a typical item in a supervisor’s training support contract? a. time for the employee to complete pre-course assignments b. release time for attendance and assurance that the employee’s workload is transferred to others while in training c. an opportunity for the trainee to deliver feedback as to the effectiveness and relevance of the training d. timely opportunities to implement the skills and reinforce new behaviours upon the return of the trainee ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Transfer of Training Strategies before Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training DATE MODIFIED: 10/5/2018 8:18 AM 47. Which of the following statements reflects the notion of “booster sessions”? a. provide employees with the opportunity to review pre-training material b. it is closely linked with notions associated with effective during-training trainee activities c. it is an extension of a learning or training contract between a trainee and his/her supervisor d. it is a review of the training material or a refresher course ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: Post-Training Supplements QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 48. Which of the following is NOT addressed in the textbook as actions trainees should take in preparation for training? a. understand why he/she is participating b. think about work situations that may be used as examples during training sessions c. understand the rationale behind the chosen training design method d. understand expectations for after-training changes in behaviour and performance ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Transfer of Training Strategies before Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 49. Why are top executives at Finning Ltd. the first to attend training and help deliver the training programs to their managers and employees? a. it helps top management master training content b. it is a symbolic gesture demonstrating top management’s commitment to the programs c. it helps lower costs by reducing the number of trainers needed d. it is part of their performance contracts ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Transfer of Training Strategies during Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training DATE MODIFIED: 10/5/2018 8:18 AM 50. Which of the following is NOT referenced by Burke and Hutchins as a best practice strategy for transfer of training? a. coach and provide opportunities to practise b. track and measure transfer of training c. use collaborative strategies, role plays, and small group activities d. do a pre-training evaluation of skills ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Transfer of Training Strategies after Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 51. Which of the following is a potential high-risk situation that may facilitate the return of pre-training behaviour? a. relapse prevention b. time pressures c. abundance of resources d. management support ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Transfer of Training Interventions QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 52. You will be leading a workshop on transfer of training geared toward improving transfer of training effectiveness. A session dealing with which of the following topics would NOT likely be a main theme for your workshop? a. how to identify low-risk situations and how to avoid them b. how to reflect on one’s performance c. establishing performance maintenance and improvement goals d. how to use “upward feedback” ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Transfer of Training Interventions QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training 53. You are a human resource manager for a large company. Your managers have just completed a training program designed to improve the managers’ interpersonal skills. Which post-training supplements would you suggest the company use based on evidence provided in the textbook? a. self-coaching and booster sessions b. booster sessions and upward feedback c. self-coaching and upward feedback d. relapse prevention and upward feedback ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Post-Training Supplements QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 54. After completing a training program, Mathew develops transfer goals and reflects on what specific activities he will be doing over the next month to help him change his behaviour. Which strategy is Mathew using in this activity? a. self-efficacy b. expressiveness c. booster session d. self-coaching ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Post-Training Supplements QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 55. Which of the following is a specific factor in the Learning Transfer System Inventory (LTSI)? a. performance–outcomes expectations and motivation to transfer b. performance–outcomes expectations and opportunities to use c. performance–outcomes expectations d. motivation to transfer and opportunities to use ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Transfer System QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 56. After completing a training program many of the trainees are having trouble applying what they learned in training on the job. They have contacted the trainer for assistance. What should the trainer do to Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training help them? a. relapse prevention b. self-coaching c. booster session d. upward feedback ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Post-Training Supplements QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 57. You have just been informed that you will be attending a training program. Your manager has a meeting with you to discuss the program and emphasizes the benefits that you will receive from the training. What is your manager focusing on? a. transfer b. motivation to transfer c. valence d. readiness to learn ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Transfer of Training Strategies before Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 58. If trainees are being asked to develop coping strategies at the end of a training program, what is the trainer probably doing? a. goal setting b. self-management c. booster session d. relapse prevention ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Transfer of Training Interventions QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 59. If a training program has been designed to include identical elements, then which of the following is most likely to be a concern? a. near transfer b. far transfer c. horizontal transfer d. vertical transfer ANSWER: a POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training DIFFICULTY: Difficult REFERENCES: Transfer of Training Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 60. If a training program includes different models that model different situations, what training design element has been included? a. identical elements b. stimulus variability c. general principles d. debriefs ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Transfer of Training Process QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 61. Describe and distinguish between the terms “horizontal transfer” and “vertical transfer.”

ANSWER: Horizontal transfer refers to the transfer of knowledge and skills across different settings or contexts at the same level, while vertical transfer refers to transfer from the individual or trainee level to the organizational level. Vertical transfer also concerns itself with the degree to which changes in trainee behaviour or performance result in an improvement in the organization’s overall performance. Since vertical transfer cannot occur without horizontal transfer, horizontal transfer is the primary focus of training and development.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 62. a) List at least six barriers to transfer of training. b) Identify potential strategies organizations can use to mitigate the six barriers you have identified. You may use an example. a) ANSWER: (1) immediate manager does not support the training, (2) the culture in the work group does not support the training, (3) no opportunity exists to use the skills, (4) no time is provided to use the skills, (5) skills could not be applied to the job, (6) the systems and processes did not support the skills, (7) the resources are not available to use the skills, (8) skills no longer apply because of changed job responsibilities, (9) skills are not appropriate in our work unit, (10) did not see a need to apply what was learned, Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training (11) old habits could not be changed, and (12) reward systems don’t support new skills. b) Responses here will vary depending on which barriers students have identified.

As an example, if a student identified number 12 as a barrier, a potential answer could be as follows: Management must ensure the reward systems support the new behaviours, otherwise it is unlikely transfer will happen. For example, if the training targeted creative thinking then management must encourage it explicitly when employees demonstrate creative thinking that is aligned with training content.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 63. Describe things that management can do before, during, and after training to improve the transfer of training.

ANSWER: Before training, management should carefully determine who should be trained, meet with employees to discuss how they will benefit from the training, get employee input and involvement in the training process, and provide employees with support (i.e., release time). During training managers should participate in the training program, attend the training program ahead of the trainees, and reassign employees’ work while they attend training. After training, managers should provide trainees with immediate and frequent opportunities to practise and apply what they learned on the job, encourage and reinforce the use of the new skills, and develop an action plan with trainees and show support for them.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 64. Describe activities trainers can do before, during, and after training to improve the transfer of training process.

ANSWER: Before training, trainers should ensure the instructional systems design has been properly applied, ensure that trainees and supervisors have met to discuss the training, find out what the expectations of supervisors and trainees are for the training, and ensure that trainees are properly prepared for the training. During training, trainers should incorporate conditions of practice, adult learning principles, and other learning principles in the design of the training, and be sure to include content and examples that are relevant and meaningful to the trainees. After training, the trainer provides transfer enhancement procedures or post-training transfer intervention, has trainees prepare and commit to performance contracts, conducts follow-up or booster sessions, and generally stays involved in the process by conducting field visits and by providing additional support.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training DATE MODIFIED: 10/5/2018 8:18 AM 65. Drawing on the work of Elwood Holton and colleagues, define the transfer system and discuss its implications for dealing with transfer of training problems in organizations..

ANSWER: The transfer system refers to all factors in the person, training, and organization that influence transfer of learning to job performance. There are 16 factors that make up the transfer system and constitute the LTSI (Learning Transfer System Inventory) developed by Holton and colleagues. They developed the LTSI to assess the transfer system in organizations. The LTSI can be used by organizations to diagnose their transfer system. It is administered to trainees after a training program to identify potential barriers in an organization’s transfer system and to determine the type of intervention needed to overcome barriers and facilitate transfer. Those factors with the lowest scores are the focus of transfer interventions.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 66. Describe activities trainees can do before, during, and after training to improve the transfer of training.

ANSWER: Before training, trainees should find out what they can about the training program, meet with their supervisors to discuss the training program and to develop an action plan, and do what is necessary to prepare for the training program. During training, trainees should enter with a positive attitude and motivation to learn, be actively engaged in the training program, and develop an action plan for applying the training on the job. After training, trainees should begin using their new knowledge and skills as quickly as possible, meet with their supervisor to discuss opportunities to use their new skills, form a “buddy system” with peers who also attended the training program, anticipate situations that might cause a relapse to their old way of working and develop strategies for dealing with a relapse, and set their own goals for managing the transfer of their new skills.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 67. a) Using an example, describe how improvements in behaviour and performance may impact organizational performance through vertical transfer of training. b) Is it possible to have horizontal transfer yet organizational effectiveness does not improve? Explain.

ANSWER: a) Students may use many possible examples to demonstrate vertical transfer. The following is simply one example. Company ABC launches a new company-wide training program designed to improve customer service levels at their retail stores.

After training, it becomes obvious that staff have increased their level of concern for satisfying customers’ needs (behaviour). Furthermore, when surveyed, customer satisfaction rating scores have on average increased by 10% (organizational performance). b) Yes. Horizontal transfer is a necessary but not sufficient condition for vertical transfer to happen, as vertical transfer is the link between individual performance and behaviour improvements and organizational effectiveness. The reason is that Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training many other variables impact organizational effectiveness.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 68. What is a transfer of training intervention and what is the purpose of such interventions? Briefly describe two transfer of training interventions.

ANSWER: Transfer of training interventions are interventions that are provided at the

end of a training program to facilitate the transfer of training. The purpose is to increase the likelihood that trainees will be able to transfer. The chapter describes three transfer of training interventions: relapse prevention, selfmanagement, and goal setting. Relapse prevention is an intervention that instructs trainees to anticipate transfer obstacles and high-risk situations in the work environment and to develop coping skills and strategies to overcome them. Self-management is a post-training transfer intervention that teaches trainees to manage their transfer behaviour by performing a series of steps to manage transfer behaviour. Goal-setting interventions teach trainees about the goal-setting process and to set specific goals for using trained skills on the job.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 69. What are post-training supplements and what is the purpose of them? Briefly describe two posttraining supplements.

ANSWER: Post-training supplements are transfer interventions that take place on the job

following a training program. The purpose is to help trainees apply the training on the job. The chapter describes three post-training supplements: booster sessions, self-coaching, and upward feedback. Booster sessions are extensions of training programs that involve a review of the training material and discussions about trainees’ transfer experiences and transfer obstacles and problems they are having using trained knowledge and skills on the job.

Self-coaching involves reflecting on one’s performance and setting transfer goals for several weeks following completion of a training program. Upward feedback involves providing trainees with data on the frequency with which they engaged in the trained behaviours and written comments from subordinates on their performance.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 9 - Transfer of Training

Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation 1. Training evaluation is a process that helps organizations determine if expected training outcomes actually materialize. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: What Is Training Evaluation?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 2. One of the more rigorous evaluation techniques involves measuring the level of satisfaction by trainees after completing a training program. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: What Is Training Evaluation?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 3. Training evaluation is undertaken for a variety of reasons. Some of the most salient include identifying the costs and benefits of a particular training initiative and determining if expected training outcomes materialized. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Why Conduct Training Evaluations?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 4. According to the Conference Board of Canada, only 46 percent of Canadian organizations undertook some type of training evaluation in 2010. However, in 2016–17 there was evidence to suggest Canadian companies were improving on the 2010 evaluation results. a. True b. False Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Why Conduct Training Evaluations?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 5. Those organizations that perform training evaluations tend to focus their metrics on evaluating training benefits associated with return on investment (ROI), with far fewer focusing on behaviour and reaction metrics. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Why Conduct Training Evaluations?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 6. Studies of training professionals show the more sophisticated training evaluations are rarely used because they are perceived to be too complicated to implement, take too long to design, and simply cost too much money. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Barriers to Training Evaluation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 7. A question such as “Has the training program resulted in payoffs for the organization?” is typically associated with summative evaluations. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Types of Training Evaluation Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 8. Formative evaluations provide data about the worthiness or effectiveness of a training program. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Types of Training Evaluation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 9. Causal evaluations require more sophisticated experimental and statistical procedures versus the less sophisticated descriptive evaluations. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Types of Training Evaluation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 10. The COMA model and the Decision-Based Evaluation model are the most widely used training evaluation methods. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Models of Training Evaluation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 11. Kirkpatrick’s hierarchical model has four levels. Of these four levels, a survey provided to trainees after training is often associated with collecting data for calculating behavioural changes at work.

Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Models of Training Evaluation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 12. One of the primary advantages of the Decision-Based Evaluation model over the Kirkpatrick model is that it allows different variables to be measured depending on the target of the evaluation process. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Models of Training Evaluation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 13. One of the main implications of the Kirkpatrick model of evaluation is the interdependencies among the four levels of evaluation. In practical terms, “(L1) should cause trainee learning (L2), which in turn should cause behaviour (L3), and so on.” a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Models of Training Evaluation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 14. Affective reaction measures the level of perceived usefulness of a training program. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation REFERENCES: Training Evaluation Variables QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 15. Declarative learning refers to the acquisition of facts and information and is by far the most frequently assessed learning measure. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Evaluation Variables QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 16. The main reason procedural learning measures are NOT often used is centred on the level of complexity required to properly assess procedural learning. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Evaluation Variables QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 17. When measuring trainees’ “reactions” to a training program, trainers often use questionnaires, focus groups, and interviews. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Evaluation Variables QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation 18. For both self-report and observational data, it is important that the measures focus on specific behaviours as opposed to general behaviours because specific behaviours are more likely to be valid and accurate. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Training Evaluation Variables QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 19. Measures of self-efficacy tend to focus on a trainee’s perceived level of support in transferring newly learned skills to the job. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Evaluation Variables QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 20. The “pre-post design with control group” data collection method answers two basic questions: Did trainees change? and Was training responsible for that change? a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Data Collection Designs in Training Evaluation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 21. Prior to 2008, the majority (three-quarters or more) of organizations conducted evaluations. Starting in 2008 and thereafter that proportion increased to 90 percent. a. True b. False ANSWER: False Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation POINTS: 1 DIFFICULTY: Moderate REFERENCES: Why Conduct Training Evaluations?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 22. The COMA model is intended principally for conducting summative evaluations. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Models of Training Evaluation QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 23. Utility reaction measures demonstrate some relationship to higher-level outcomes. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Evaluation Variables QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 24. The measurement of a training program’s ability to meet managerial expectations is called soft data. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Evaluation Variables QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation 25. With the Internal Referencing Strategy design, data are collected exclusively from the trained group using a post-only design. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Internal Referencing Strategy (IRS): A Compromise Evaluation Model QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 26. Which of the following statements is NOT congruent with conclusions in the chapter-opening vignette on Bell Canada? a. classroom training seemed to impact learning outcomes the most b. the traditional training method was ineffective c. changing the instructors had no effect on learning outcomes d. the use of a well-developed instruction booklet had greater effect ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Bell Canada QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 27. According to the textbook, which of the following statements is NOT correct when looking at the meaning and purpose of training evaluation processes? a. diagnose the strengths and weakness of a program and pinpoint needed improvements b. use evaluation information to justify and reinforce the value and credibility of the training function to the organization c. determine the cost benefits of a program and help ascertain which program or training technique is most cost-effective d. determine if the training program has given trainees full top management support via objective metrics ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Why Conduct Training Evaluations?

QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation 28. Which of the following statements best describes the state of training evaluation in Canada according to the Conference Board of Canada? a. More than 90 percent of Canadian companies assessed training in some fashion in 2016–17. b. The level of sophistication of training evaluation methods has decreased over the last few years. c. Starting in 2008 and thereafter the proportion of organizations conducting evaluations

dropped to half or less. d. The most common methods of training evaluations are results and behaviour focused.

ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Why Conduct Training Evaluations?

QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 29. You are putting together a short report addressing why many training programs are poorly evaluated by organizations beyond Kirkpatrick’s “level one.” Which of the following is NOT likely to be in your report? a. most training managers have been trained on how to properly evaluate programs and senior management often request it b. management does not request training evaluation and does not provide funding for it c. trainers and human resource departments (HR) may not be interested in the results, as outcomes may reflect poorly on the HR department d. lack of time for training evaluation ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Barriers to Training Evaluation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 30. What are the two broad categories of barriers to training evaluation? a. formative and summative b. pragmatic and political c. Kirkpatrick and COMA d. reaction and behavioural-based ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Barriers to Training Evaluation QUESTION TYPE: Multiple Choice HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 31. Which of the following is considered to be a political barrier to training evaluation? a. senior management may not be stressing the need for training programs to be evaluated against goals and objectives b. to take resources away to conduct evaluations may be seen as counterproductive c. proper assessment of a training program requires the use of two precious commodities: time and money d. taking on the training evaluation task requires knowledge of evaluation models, research design, measurement, questionnaire construction, and data analysis ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Barriers to Training Evaluation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 32. Carlos, an instructor at a local university, wants to measure the effectiveness of his training sessions in terms of payoffs for his employer. Which of the following evaluation methods would you recommend to Carlos? a. transfer of training climate evaluation method b. Kirkpatrick’s evaluation scheme, level 1 c. summative evaluation method d. formative evaluation method ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Types of Training Evaluation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 33. Company ABC noticed an increase in customer satisfaction after employees completed a new customer satisfaction training program. As the VP of human resources, you have been asked to determine if in fact the training program led to the increase in customer satisfaction results. Which of the following training evaluation approaches would you take? a. formative evaluation b. summative evaluation c. descriptive evaluation d. causal evaluation ANSWER: d POINTS: 1 DIFFICULTY: Difficult Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation REFERENCES: Types of Training Evaluation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 34. Which training evaluation model is dominant in both research and practical experience? a. Kraiger’s hierarchical model b. Kirkland’s hierarchical model c. Gagné’s hierarchical model d. Kirkpatrick’s hierarchical model ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: Models of Training Evaluation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 35. Your company has just spent $100 000 on a new training program for new employees. You have been asked to calculate the return on investment on this new training program. Which level of Kirkpatrick’s general model would you use to inform your answer? a. Level 1 b. Level 5 c. Level 4 d. Level 3 ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Models of Training Evaluation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 36. Which of the following is NOT a criticism of Kirkpatrick’s hierarchical evaluation model? a. several authors have challenged the validity of the hierarchical nature of the model b. the model does not offer a solution if and when a program fails to deliver on objectives c. the model requires that all training evaluation processes use the same variables d. the model offers a fairly straightforward framework for evaluating training ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Models of Training Evaluation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation DATE MODIFIED: 10/5/2018 8:18 AM 37. Which of the following is a key advantage of the Decision-Based Evaluation (DBE) model over the other two evaluation models described in the textbook? a. The DBE model has significant empirical evidence supporting it. b. Unlike the other models, the DBE model provides the specific variables to be used. c. DBE allows the program evaluator to modify the variables to be used in the evaluation process to meet specific situations. d. DBE is much less complex than both COMA and Kirkpatrick’s model.

ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Models of Training Evaluation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 38. The COMA evaluation model suggests measurement of variables that fall into four categories rather than relying only on declarative and reaction learning outcomes. Which of the following is NOT one of those four categories? a. cognitive variables b. organizational payoff variables c. motivation variables d. attitudes variables ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Models of Training Evaluation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 39. For the variable of organizational results, which of the following questions is typical of one used in a training evaluation survey? a. How much has the organization’s turnover rate decreased as a result of training? b. How many times has the manager recognized employees for extra effort displayed? c. How many of your training managers can identify Kirkpatrick’s four levels of evaluation? d. How satisfied were you with the content of the training program and how much will you apply on the job?

ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Evaluation Variables QUESTION TYPE: Multiple Choice HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 40. Which two types of “reaction measures” have received the most attention in the literature? a. descriptive and causal b. perceived and anticipated c. declarative and procedural d. affective and utility ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Evaluation Variables QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 41. Immediate post-training questionnaire measures remain very popular with trainers. Which of the following is NOT a reason for this popularity? a. they are easy to collect and analyze, and are easily understood by managers and employees b. they provide trainers with immediate feedback c. they are an easy and convenient mechanism for measuring levels 1, 2, and 3 of the Kirkpatrick evaluation model d. they are an easy and convenient mechanism for measuring affective trainee reactions ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Evaluation Variables QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 42. Which type of learning measure is associated with positive training transfer? a. declarative learning b. procedural learning c. organizational learning d. observational learning ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Evaluation Variables QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 43. Which of the following is NOT a basic approach for measuring post-training behaviour? a. observations b. production data Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation c. focus groups d. self-reports ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Training Evaluation Variables QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 44. What is the most significant advantage of conducting learning tests with trainees? a. When budgets are being reduced, learning tests give objective evidence that they enhance performance and so training should continue. b. If trainees consistently score low on some aspect of the course, they will need to do more work. c. If insufficient time has been devoted to developing learning tests, the results could be arbitrarily inflated. d. In cases of accidents or litigation, the employer can prove the employee was trained adequately.

ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Evaluation Variables QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 45. Your company wants to use the observation method to measure post-training behaviour changes.

What advice would you provide your company about using this method? a. instruct management to limit contact with trainees b. instruct management to focus on specific behaviours displayed by trainees c. allow management to use judgment in rating performance d. instruct management to focus on general behaviours displayed by the trainee ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Evaluation Variables QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 46. Transfer motivation is critical in supporting transfer of training content. One technique uses the expectancy theory measuring three variables: valence, instrumentality, and expectancies. Which of the Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation following statements is associated with the “instrumentality” variable? a. the positive or negative consequences of transfer b. the attractiveness of transfer outcomes c. the probability that transfer will result in successful performance d. the level of management support ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Evaluation Variables QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 47. Which theory is an important technique used to assess motivation to transfer? a. conditioning theory b. social cognitive theory c. ERG theory d. expectancy theory ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: Training Evaluation Variables QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 48. Which statement reflects the concept of perceived support? a. “I believe my organization will support me when I apply newly learned skills.” b. “I am somewhat confident my manager will support me when I apply newly learned skills.” c. “I believe my manager most likely will support me when I apply newly learned skills.” d. “My manager coaches me on how best to apply newly learned skills.”

ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Evaluation Variables QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 49. J. Bruce Tracey, Scott Tannenbaum, and Michael Kavanagh proposed a scale to measure which of the following organizational issues? a. rewards and incentives linkage to behaviour changes b. the culture of the organization as it relates to continuous learning Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation c. the perceived level of management support and peer support d. the level of overall organizational support ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training Evaluation Variables QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 50. You are finding it extremely Difficult to link organizational bottom-line improvements to a specific training program. What is an acceptable process that you may use to justify the training program given the lack of linkage between training and organizational outcomes? a. return on investment b. return on expectations c. return on training sunk costs d. return on training expenses ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Evaluation Variables QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 51. What kind of research design would you use if you had very limited resources and were concerned only with measuring improvements in a group of trained employees? a. quantitative design b. experimental design c. quasi-experimental design d. non-experimental design ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Data Collection Designs in Training Evaluation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 52. A training manager is concerned with whether the results of training are based on application of learned skills or some other external/internal variable. Which type of data collection design would address these concerns? a. pre-post b. post only c. time series d. time series with control group ANSWER: d POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation DIFFICULTY: Moderate REFERENCES: Data Collection Designs in Training Evaluation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 53. Which common shortcoming is shared by all three descriptive training evaluation models described in the textbook? a. the results and data collected are simply not applicable to most training programs b. the collection of the data is almost always very expensive and time consuming c. the results and data collection methods do not account for external variables that may contaminate results d. implementation of descriptive evaluation models requires mastery of statistical analysis techniques ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Data Collection Designs in Training Evaluation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 54. Why is a “post-only” design the most widely used data collection method? a. it is the easiest data collection method b. it establishes causality c. it is statistically the most comprehensive data collection method d. it is most reliable in terms of conclusions ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: Data Collection Designs in Training Evaluation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 55. Which of the following evaluation and data collection methods would offer the strongest conclusions on the effectiveness of a training program? a. single-group design b. pre-post design c. time series design with control group d. post-only design ANSWER: c POINTS: 1 DIFFICULTY: Moderate Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation REFERENCES: Data Collection Designs in Training Evaluation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 56. What training evaluation design is used in the Internal Referencing Strategy model? a. pre-only design b. pre-post design c. time series design d. post-only design ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Internal Referencing Strategy (IRS) QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 57. What outcomes are measured using the Internal Referencing Strategy model? a. reactions and learning b. relevant and nonrelevant c. accurate and inaccurate d. correct and incorrect ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Internal Referencing Strategy (IRS) QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 58. A new and very expensive training program will be implemented in your organization and it is very important to find out if the training has a positive effect on trainees’ job performance. You are responsible for designing the evaluation. What training evaluation data collection design will you recommend? a. post-test only b. pre-post design c. pre-post with control d. time series ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Causal Evaluation Designs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 59. What factors need to be determined according to the decision-based evaluation model?

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Chapter 10 - Training Evaluation a. target, focus, design b. focus, source, design c. target, variables, methods d. target, focus, methods ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Models of Training Evaluation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 60. You need to evaluate the effect of a training program on the organization and it will be Difficult or impossible to adequately assess the impact of training directly either with hard or soft data. What will be a good alternative? a. affective reactions b. utility reactions c. return on expectations d. organizational perceptions ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Models of Training Evaluation QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 61. Identify and briefly describe the four categories of the COMA training evaluation model.

ANSWER: The COMA model consists of cognitive variables (C), which refers to the level of learning (both declarative and procedural); the organizational environment (O), which refers to variables that are generated from the work environment that impact transfer of training; motivation to transfer (M), which refers to the desire of the trainee to transfer what was learned during training to the job; and finally attitudes (A), which refers to the individual’s feeling and thinking processes.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 62. a) Identify the four levels of Kirkpatrick’s hierarchical model of evaluation and briefly explain the concerns with it. b) What is the fundamental difference between Level 4 and Level 5 (the new addition to the original four levels of Kirkpatrick’s model)?

ANSWER: a) Kirkpatrick’s model consists of four levels: reaction (did the trainees like it); learning (did the trainees learn the training material); behaviour (did the trainees apply what they learned in training on the job); and results (did the training have a positive effect on organizational outcomes). The model assumes that all levels are positively related to each other and that lower levels have a causal effect on the next Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation higher level. Critics argue that the hierarchical levels do not necessarily relate (for example, someone can like the training but still not learn the material, or learn the material and still not apply it on the job.) The model has also been criticized for its lack of precision (for example “reactions” are vague), and also that the four variables Kirkpatrick has identified do not lend themselves well to all training evaluation situations. b) Level 4 measures results (did the training have a positive effect on organizational outcomes) without considering the “costs” associated with the training program. As an example, level 4 would measure a reduction in absenteeism linked to a training program. Level 5 compares the potential savings associated with the lower absenteeism (or higher productivity) rate compared to the cost of putting together the training. Simply put, was it a good investment from a financial perspective?

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 63. Why would management be interested in a revision of Kirkpatrick’s model that includes a fifth element, and are there situations when calculating a return on a training investment is not practical?

ANSWER: Students would address issues of ROI, and management’s concerns with using investments in such a way as to maximize ROI. Further discussion should occur around implementing programs even if ROI is marginal. Yes, there are situations when a ROI calculation is simply not practical as data may not be available, and/or stakeholders may implement a program notwithstanding an ROI metric that may appear poor.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 64. Compare and contrast the concepts of perceived support and anticipated support.

ANSWER: The support provided to trainees as they return to the work is an important aspect of transfer of training. Perceived support refers to the degree to which trainees feel supported in their attempts to transfer their newly learned skills to the work environment. Anticipated support refers to the degree to which trainees expect to be supported in their attempts to transfer their new skills.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 65. Briefly explain the differences between non-experimental designs, experimental designs, and quasiexperimental evaluation designs.

ANSWER: All evaluation designs imply a comparison between a group that has received training with another group or a predetermined criterion. Non-experimental designs Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation are when the comparison is made to a standard and not to another group of (untrained) people. Experimental designs are those that involve a trained group being compared to another group that has not received training, and when the assignment of people to the training group and the non-training group is done randomly. Quasi-experimental design refers to a trained group being compared to another group that has not received training; however, the assignment of people to the two groups is not done randomly.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 66. Explain the terms declarative learning and procedural learning, describe how each one can be assessed, and state which one is most important to training transfer.

ANSWER: Declarative learning refers to the acquisition of facts and information, and procedural learning involves the organization of facts and information into a smooth behavioural sequence. Tests using multiple choice and true-false type questions are the most common ways of assessing declarative learning. Procedural learning is measured less frequently because it is more complex to do; however, it has the greatest impact on training transfer. Methods of assessing procedural learning include testing trainees in the field by having them sort through complex processes, including selecting from correct and incorrect ways of doing things, and assessing trainees’ performance through simulations, role plays, or practice sessions.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 67. Training evaluation requires the measurement of variables often specific to a particular training evaluation model. Provide examples/methods you would use to collect data/information on the following variables: 1) reactions, 2) learning, 3) behaviour, 4) motivation, 5) self-efficacy, 6) perceived or anticipated support, 7) organizational perceptions, and 8) organizational results.

ANSWER: Students may use Table 10.1 to identify methods that might be used to collect data on the eight variables. These data collection methods can include questionnaires, focus groups, interviews, tests, self-reports, supervisory reports, observations, production records, and organizational records.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 68. What is the Internal Referencing Strategy (IRS) and how does it work? Be clear about how it is used to evaluate a training program.

ANSWER: The IRS is data collection design in which data are collected exclusively from a trained group using a pre-post design. On both the pre and post measures there are Copyright © 2019 Nelson Education Ltd.

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Chapter 10 - Training Evaluation two types of outcomes that are measured. One of these outcomes is the one for which training is provided. It is called the relevant outcome. The other outcome is one for which training could have been provided but was not. It is called the irrelevant but germane outcome. If training is effective, there should be greater prepost change on the relevant outcomes (for which training is given) than change on the irrelevant but germane outcome (for which training is not provided). Thus, causality is proved when the pre-post change is statistically larger for the relevant outcomes than is the case for the irrelevant but germane outcomes. If the pre-post change is equivalent on both the relevant and the irrelevant content we cannot claim that this was caused by the training and we would need to conclude that training was not effective.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 69. Describe the two types of barriers to training evaluation and provide examples of each type of barrier.

ANSWER: Barriers to training evaluation fall into two categories: pragmatic and political. In terms of pragmatic barriers, training departments need to demonstrate their usefulness and their contribution to job performance improvements and ultimately to the company’s bottom line. Training evaluation requires knowledge of evaluation models, research design, measurement, questionnaire construction, and data analysis. For some, that can seem an intimidating prospect. Data gathering and analytical efforts require time and effort from the trainees, their supervisors, and so on. Evaluation also costs money. Siphoning budgets from this main task to the evaluation of training programs may prove unpalatable. With respect to political barriers, some trainers do not evaluate training programs on ethical grounds and because of a perceived or actual conflict of interest. Evaluation can be threatening as it may reveal that part of a training program—or even an entire training approach— is ineffective. While this can be a valuable finding, some trainers fear that this will reflect poorly on them and the training function. Training is an investment and, as with all investments, it is important to ascertain if it is a good or poor one.

Evaluation data can indicate it is a poor one and this is a threat to the trainer and the training function.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM

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Chapter 11 - Training Costs and Benefits 1. The training program described in the MW Canada chapter-opening vignette had two main objectives: decrease equipment downtime and improve product quality. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: MW Canada QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 2. To calculate the impact training has on the bottom line, trainers or program designers must be able to calculate the costs and benefits of training programs. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Training and the Bottom Line in Canadian Organizations QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 3. Direct costs include the trainer’s salary, food and refreshments, cost of travel, and the basic costs associated with doing a needs analysis. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Costing Training Programs QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 4. Given that trainees are already being paid by the company, their salary should NOT be included in a training program cost structure. a. True b. False ANSWER: False POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits DIFFICULTY: Difficult REFERENCES: Costing Training Programs QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 5. A training program costs $10,000 to deliver. An evaluation of the program determines a decrease in employee turnover from 20 percent to 10 percent. This would be classified as a cost-effectiveness evaluation. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Benefits of Training Programs QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 6. If a training program is expected to reduce the amount of scrap in the production of a product, then a cost-effectiveness evaluation would indicate how much the training program costs and the impact on the bottom line caused by the reduction in scrap as a result of training. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Benefits of Training Programs QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 7. Often, the benefit–cost ratio of a training program will be the same as the return on investment ratio. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: The Benefits of Training Programs QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits DATE MODIFIED: 10/5/2018 8:18 AM 8. A survey of CEOs found that 100 percent of them want to see learning and development connected to business impact data. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Training and the Bottom Line QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 9. A training program is expected to cost $1,000 and the “gross benefit” of the program is $2,000. Given that the return on investment in this scenario is positive, management should NOT invest in this program. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Return on Investment (ROI) QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 10. If a training program costs $2,000 per employee and the benefit of the program is $5,000 per employee, then the ROI is 1.50, or 150 percent. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Return on Investment (ROI) QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 11. The effect size measures the difference in performance between trained and untrained employees. a. True b. False ANSWER: True Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits POINTS: 1 DIFFICULTY: Easy REFERENCES: Utility Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 12. A training program costs $10,000 to deliver and produces a “utility value” of zero. By definition, this program will break even. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Utility Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 13. If untrained employees are performing at relatively similar levels, the effectiveness of a training program tends to be less in dollar terms. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Utility Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 14. The utility of a training program equals (T)(N)(td) × [(SDy – (N)(C)]. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Utility Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits DATE MODIFIED: 10/5/2018 8:18 AM 15. A break-even analysis allows you to find the value at which benefits equal costs and so utility is greater than zero but less than one. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Utility Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 16. Break-even analysis can be calculated for any variable in the utility formula. However, the most valuable break-even calculations should be based on the “effect size.” a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Utility Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 17. Break-even analysis can be very useful because it helps eliminate the uncertainty associated with the estimates of the various parameters used to calculate utility. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Utility Analyses QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 18. Because cost-effectiveness evaluations are NOT dependent on assumptions and opinions, the results should be considered 100 percent accurate. a. True b. False Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: The Credibility of Benefit Estimates QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 19. When making estimates of training benefits, it is recommended that human resource departments use both internal and external experts. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: The Credibility of Benefit Estimates QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 20. Calculations of ROI and utility could be described as “one part science and one part art.” a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Credibility of Benefit Estimates QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 21. Most companies in Canada have begun to calculate the return on investment (ROI) of their training programs. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Return on Investment (ROI) QUESTION TYPE: True / False HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 22. Experts consider the calculation of return on investment (ROI) to be Level 6 in Kirkpatrick’s model of training evaluation. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Introduction QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 23. Direct costs are costs that are linked directly to a particular department. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Costing Training Programs QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 24. Non-monetary benefits are similar to behaviour or Level 3 evaluation criteria. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Benefits of Training Programs QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 25. Information from a utility analysis can be used to determine the return on investment (ROI). a. True b. False ANSWER: True Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits POINTS: 1 DIFFICULTY: Moderate REFERENCES: Utility Analysis QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 26. As explained in the chapter-opening vignette, MW Canada introduced the Technical Skills Certificate Program (TSCP) to its workforce in an effort to accomplish which of the following? a. adapt to increasingly competitive markets b. reduce top line results c. reduce overall training costs d. align its training programs to Canadian national standards ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: MW Canada QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 27. How would you describe MW Canada’s Technical Skills Certificate Program in terms of program design? a. apprenticeship b. on-the-job c. blended d. off-the-job ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: MW Canada QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 28. What may be concluded from the chapter-opening vignette about MW Canada’s Technical Skills Certificate Program as it relates to training cost effectiveness? a. it was a poor financial investment with negative utility b. it was a good investment given a conservative 17 percent return on investment c. no conclusion may be made as the return on investment was zero d. given that a return on investment calculation was not made, it is impossible to determine the program’s cost-effectiveness ANSWER: b POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits DIFFICULTY: Difficult REFERENCES: MW Canada QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 29. According to the textbook, what percentage of CEOs would like to see training and development linked to return on investment data? a. 47 percent b. 68 percent c. 74 percent d. 96 percent ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Training and the Bottom Line QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 30. Which of the following would be an appropriate method of categorizing the cost of a training program according to the textbook? a. based on the number of participants b. using two separate categories, indirect and fixed costs c. based on hard costs, soft costs, and variable costs of the training program d. according to the specific stage of the training process ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Costing Training Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 31. What costing concept refers to costs that are not part of any one particular program but are needed to support training activities and cannot be recovered even if the program is cancelled? a. developmental costs b. overhead costs c. indirect costs d. standard costs ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Costing Training Programs QUESTION TYPE: Multiple Choice Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 32. You have decided to use a costing scheme that separates costs according to the nature or kind of cost.

In which category would you include the cost of doing a needs analysis and the cost of evaluating a training program? a. developmental costs b. overhead costs c. indirect costs d. direct costs ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Costing Training Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 33. What would be an appropriate explanation for classifying clerical and administrative salaries as an indirect cost in the Wood Panel Plant example? a. those costs are directly associated with this particular training program b. those costs would have been incurred even if the program were cancelled by management c. this classification decision was the authors’ choice d. clerical and administrative staff support many different departments, not just HR ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training Costs at the Wood Panel Plant QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 34. Which of the following is a strong rationale for putting together a process to identify costs of a training program? a. demonstrates that a positive return on investment is likely to happen b. demonstrates that the training “effect size” will be positive c. they can be used to prepare a budget for a training program d. they can be used to calculate return on equity ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Costing Training Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 35. Which of the following statements best describes the concept of cost-effectiveness? a. compares costs of training in dollars to benefits in dollars b. compares non-dollar cost of training to non-dollar benefits c. provides a ratio of net benefits to training costs, divided by the number of participants d. compares net monetary cost of training to net benefits in non-monetary terms ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Benefits of Training Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 36. What approach did Accenture use to demonstrate the value of its training initiatives? a. cost–benefit evaluation b. return on investment c. benefit–cost ratio d. return on expectations ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Introduction QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 37. Which of the following statements is NOT supported by content in the textbook relating to “training and the bottom line”? a. calculating the return on investment of a training program tends to increase the program’s effectiveness b. companies increasingly want to know the return on their training investments c. the training function faces increased pressure to justify the costs of training programs d. 74 percent of CEOs want to see ROI data supporting training initiatives ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Return on Investment (ROI) QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits 38. How does Cisco collect the data that it uses to calculate ROI for its e-learning programs? a. production results b. Web-based surveys c. observations d. interviews ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Return on Investment (ROI) QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 39. What could be the rationale behind the low percentage of companies that undertake Level 5 calculations for their training programs? a. given that training initiatives are geared toward people, Level 5 calculations are simply not appropriate b. results associated with Level 4 evaluations are much more relevant c. C-level executives simply are not concerned with Level 5 results d. Level 5 calculations tend to be complex ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Return on Investment (ROI) QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 40. What formula should be used to calculate benefits to cost ratio? a. BCR = (Benefits of the Program)/(Cost of the Program) b. BCR = (Cost of the Program – Benefits)/(Benefits of the Program) c. BCR = (Benefits – Cost of the Program)/(Cost of the Program) d. BCR = (Cost of the Program – Benefits)/(Cost of the Program) ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: The Benefits of Training Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 41. The Wood Panel Plant example depicted in Table 11.2 resulted in a return on investment outcome of 5.78. What can management conclude from that number if the assumptions underpinning the ROI calculations are correct?

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Chapter 11 - Training Costs and Benefits a. management should expect a $1.00 return for every $5.78 invested in training b. management should expect to receive $5.78 for every dollar invested in training c. management should expect a $1.00 return for every 58 cents invested in training d. the break-even point on this training program will required a 578% “effect size” ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Return on Investment (ROI) QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 42. If the net benefit of a training program is $3,000 and the cost of the program is $1,000, what is the return on investment (ROI)?? a. 3 b. 2 c. .33 d. 1 ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Return on Investment (ROI) QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 43. If ROI is 2.0, what does this mean for a training program’s utility calculation? a. that $2 was spent on the program, which should provide a negative $2 in utility b. that there is a return of $1 for every $2 in utility c. that $1 was spent on the program for every $2 received as net utility d. that there is a positive utility result ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Utility Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 44. What is another way to express an ROI of 1.0? a. 10 percent b. 100 percent c. 1.0 percent d. 1,000 percent ANSWER: b Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits POINTS: 1 DIFFICULTY: Easy REFERENCES: Return on Investment (ROI) QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 45. What is the net benefit of a training program if the benefits are $500,000 and the costs are $700,000? a. –$200,000 b. $200,000 c. –$1,200,000 d. $1,200,000 ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Benefits of Training Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 46. You are given the following five pieces of information about a training program: training will have an impact on performance for two years; 10 employees will be trained; the effect size of the program is 2; the standard deviation of untrained employees in dollars is 100; and it costs $50 to train one employee.

What is the dollar value of this training program? a. $4,000 b. $1,500 c. $3,500 d. unable to determine as some of the direct costs have not been provided ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Utility Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 47. What is the concept that fundamentally attempts to attach a dollar value to the effectiveness of a training initiative? a. cost–benefit analysis b. break-even analysis c. utility analysis d. benefit–cost analysis ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Utility Analysis Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 48. When calculating utility, what is the concept that measures the true difference in performance between average trained and untrained employees in standard deviation units? a. the standard deviation of untrained employees in dollars b. the benefits–cost ratio c. the effect size d. return on investment ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Utility Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 49. What does it mean when the utility factor for a training program is zero? a. the organization should not implement the training program b. the training program’s development costs equal the net benefits of the program c. the benefits are greater than costs d. the program breaks even ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Utility Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 50. How is the utility of a training program defined? a. Utility = [(C)(N)(dt)(SDy)] – (N)(T) b. Utility = [(T)(N)(dt)(SDy)] – (N)(C) c. Utility = [(T)(N)(SDy)] – (N)(C) d. Utility = [(T)(N)(C)] – (N)(SDy) ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Utility Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits DATE MODIFIED: 10/5/2018 8:18 AM 51. You are given the following four pieces of information about a training program: training will have an impact on performance for two years; 10 employees will be trained; the standard deviation of untrained employees in dollars is 100; and it costs $50 to train one employee. What must be the effect size so as to allow the program to break even? a. 50 b. 25 c. .25 d. 1.25 ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Utility Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 52. If break-even occurs with an effect size of 2, what conclusion can you make about utility if the effect size changes to 2.5 (assume all other utility variables remain constant)? a. utility will increase b. utility will decrease c. utility will be zero d. utility will not be impacted ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Utility Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 53. After doing an evaluation of a training program, you determined the effect size of the training program was 50% less than expected. Assuming all other utility variables remain constant, what conclusion can you draw from this decrease in effect size? a. an increase in utility b. a decrease in utility c. no impact on utility d. program cost increased ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Utility Analysis QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 54. Which of the following statements is NOT one of the steps needed to convert benefits to monetary values for the purpose of calculating the return on investment?

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Chapter 11 - Training Costs and Benefits a. focus on a single unit, such as time savings, increase in output, decrease in errors, etc. b. determine a value for each unit c. determine the change in performance post-training d. obtain an annual amount and multiply that amount by the effect size ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Return on Investment (ROI) QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 55. The textbook offers a few strategies to strengthen credibility of data. Which of the following strategies was NOT discussed in the textbook? a. use reliable sources for data b. use hard data if available c. do not adjust the data if the estimates appear too optimistic d. disclose assumptions ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Credibility of Benefit Estimates QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 56. What is the main difference between the calculation of the net benefit and benefit–cost ratio? a. The net benefit does not consider the cost of the program. b. The benefit–cost ratio does not consider the cost of the program. c. The net benefit ratio divides the cost of the program. d. The benefit–cost ratio divides the cost of the program.

ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Benefits of Training Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 57. If one wanted to estimate the cost of employee grievances, who would be a good expert? a. manager involved in the grievance b. manager of training and development Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits c. manager of human resources d. manager of labour relations ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Credibility of Benefit Estimates QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 58. What do some experts consider the calculation of return on investment (ROI) to be in terms of Kirkpatrick’s model of training evaluation? a. the combination of all levels of evaluation b. levels 3 and 4 combined c. level 5 d. level 4 ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Introduction QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 59. According to a survey, what percentage of CEOs want to see learning and development connected to business impact data? a. 90 percent b. 93 percent c. 96 percent d. 100 percent ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Training and the Bottom Line QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 60. Which of the following is NOT one of the categories of the costing approach described in the textbook? a. direct costs b. fixed costs c. indirect costs d. overhead costs ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Costing Training Programs Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 61. Explain the differences between cost-effectiveness evaluation and cost–benefit evaluation.

ANSWER: Cost-effectiveness evaluation involves comparing the monetary cost of training to the benefit of the training in monetary terms. Examples of benefits of training that could be expressed in monetary terms would be the dollar value of increased production or of the reduced rate of scrap as a result of the training. In other words, it expresses a direct financial relationship. Cost–benefit evaluation is a comparison of the cost of the training in monetary terms to the benefits of the training in nonmonetary terms. Examples of these benefits would be things like a reduced rate of turnover, or increased customer satisfaction—things that are hard to assign an actual dollar value to.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 62. a) Briefly describe five things that can be done to increase the credibility of estimating the benefits of a training program. b) Why have cost-effectiveness calculations been described as “part art and part science”?

ANSWER: a) A trainer can help to increase the credibility of their estimates of the benefits of a training program by: i. Taking a conservative approach when making estimates and assumptions ii. Using the most credible and reliable sources for estimates iii. Explaining the approaches and assumptions used iv. Adjusting numbers to more realistic values when they appear overstated v. Using Difficult data whenever possible b) The appearance of quantitative rigour is just that—an appearance, as the majority of calculations are based on assumptions and/or the opinions of experts. Hence, the validity and reliability of the calculations are only as good as the level of accuracy provided by experts and having assumptions actually materialize. In fact, ROI calculations are based on some future benefit(s) which may or may not materialize.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 63. An appropriate approach to costing a training program is to group costs according to the nature or kind of cost. Using one of the approaches described in the textbook, identify potential groupings of costs and provide at least two examples of cost that would naturally fit into each of the groups or categories.

ANSWER: One of the appropriate methods would involve grouping costs under the following headings or groups: direct costs, indirect costs, developmental costs, trainee compensation costs, and overhead costs. Students will then identify logical costs under each of these five headings/groups. As an example, direct costs may include Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits trainers’ wages and benefits, equipment rental, cost of travel (if needed), etc.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 64. Define the term “return on investment” and explain how ROI on training is calculated.

ANSWER: Return on investment (ROI) of a training program involves comparing the cost of a training program relative to the benefits received as a result of the program. The investment refers to the cost of the training, and the return refers to the financial benefits of the training program. ROI on training is calculated dividing the net program benefits by the cost of the program. For example, if cost of training is $10,000 and the net financial benefit is $15,000, then the calculation is $15,000 divided by $10,000 with a resulting ROI of 1.5.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 65. a) Briefly describe at least three reasons why many managers avoid the costing process when it comes to training. b) What might senior management do to “encourage” training programs to include costing and some element of quantifiable benefits associated with specific training programs?

ANSWER: a) Some managers avoid the costing process because: i. It can be complex and time consuming ii. They are skeptical about the theoretical underpinnings of the process iii. They believe that many of the benefits of training (such as job satisfaction and improved communication) cannot be expressed in terms of a dollar value b) Senior managers should ask that costing and benefits (quantifiable) be included when requests for funds are made by training departments. Furthermore, they should ensure that training departments have the required skills to undertake such activities.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 66. a) Briefly describe the three methods presented in the textbook for calculating the financial benefits of training and development programs (not including utility analyses). b) For each method, calculate the financial value of the training program if the benefit is $10,000 and the cost of the program is $6,000.

ANSWER: a) The three methods are (1) net benefit: the estimated value of the benefit minus the cost of the training program: (2) benefit–cost ratio: the benefit divided by the cost of the training program; and (3) return on investment (ROI): the net benefit divided by the cost of the training program. b) The net benefit is $10,000 – $6,000 = $4,000; the benefit–cost ratio is Copyright © 2019 Nelson Education Ltd.

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Chapter 11 - Training Costs and Benefits $10,000/$6000 = 1.66; and the ROI is $4,000/$6,000 = .66.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 67. Why should trainers and HR professionals learn how to calculate and demonstrate the financial results of training and development investments?

ANSWER: Trainers and HR professionals must learn how to calculate and demonstrate

the financial results of training and development investments for a number of reasons. First, it shows the value of training programs to management and the organization. Second, it justifies the training function’s share of the budget.

Third, it improves the status and influence of the training function within the organization. Fourth, other members of an organization are more likely to see training and development as an investment rather than a cost. Fifth, training budgets are less likely to be slashed during economic downturns when the financial benefits of training and development programs can be clearly demonstrated. Sixth, calculating the costs and benefits of training programs is necessary for viewing training as an investment. And seventh, financial information about the benefits of training programs places human resource and training professionals on an equal footing with other functional areas in an organization.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM

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Chapter 12 - Training Programs 1. In addition to improving communication skills, the orientation program at North York General Hospital was designed to help new nurses become more comfortable working side by side with community outreach workers a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: North York General Hospital QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 2. Most Canadian companies offer some kind of basic skills training. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Introduction QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 3. Formal orientation and training programs are one of the main methods used by organizations to socialize new employees. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Orientation Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 4. Effective orientation programs are linked with better organizational performance and are important tools in shaping the culture of organizations. a. True b. False ANSWER: True POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs DIFFICULTY: Moderate REFERENCES: Orientation Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 5. Low literary levels have a detrimental impact on Canadian companies’ ability to compete in a global environment. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Essential Skills Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 6. Organizations that have introduced essential skills training have realized improvements in productivity, morale, and a noticeable increase in absenteeism. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Essential Skills Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 7. Evidence on safety training suggests that instructional methods such as simulations and hands-on training have a positive impact on trainees’ ability to learn and transfer. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Health and Safety Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs DATE MODIFIED: 10/5/2018 8:18 AM 8. Globalization has made technical skills training of paramount importance for Canadian organizations. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Technical and Non-Technical Skills Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 9. Computer software training is described in the textbook as unstructured, unplanned, and an informal means of delivering information on the usage of computer software. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Information Technology Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 10. The cost of workplace injuries in Canada is estimated to exceed $12 billion a year. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Health and Safety Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 11. Workplace Hazardous Materials Information System (WHMIS) has at its core employee training primarily focused on developing practices that mitigate the hazardous nature of work in the oil industry. a. True b. False ANSWER: False POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs DIFFICULTY: Difficult REFERENCES: Health and Safety Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 12. Company ABC Ltd. embarked on a training program focused on providing employees with the required skills to continuously look for ways to improve work processes in its factory floor. ABC Ltd. is most likely incorporating TQP in its work processes. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Total Quality Management Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 13. Team training focuses on two general types of skills including behavioural skills and teamwork skills. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Team Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 14. Sales professionals are being trained to focus on becoming strategic partners, focusing on enhanced relationships while offering customer-centric solutions. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Sales Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs DATE MODIFIED: 10/5/2018 8:18 AM 15. Organizations that offer excellent customer service also tend to spend less on customer service training. This is a result of having hiring strategies that identify employees with customer-centric skills. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Customer-Service Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 16. A good framework that may provide an opportunity for a company to significantly reduce or even eliminate sexual harassment at work should include the following: 1) have a sexual harassment policy, 2) have a procedure in place for reporting sexual harassment, and 3) provide sexual harassment education coupled with ensuring everyone is familiar with the policy and filling process. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Sexual and Racial Harassment Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 17. Sexual harassment training fundamentally attempts to create a strong understanding for what may constitute sexual harassment in the workplace. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Sexual and Racial Harassment Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 18. To be most effective, ethics training programs should be voluntary for employees who will potentially make ethical decisions in their jobs.

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Chapter 12 - Training Programs a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Ethics Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 19. According to the Conference Board of Canada, 47 percent of Canadian organizations provide diversity training to employees. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Diversity Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 20. The level of cross-cultural training rigour required for a foreign assignment is linked to three dimensions: communication toughness, cultural toughness, and the expatriate’s mental toughness. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Cross-Cultural Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 21. Management and supervisory skills is the most provided training content in Canada followed by basic skills training. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs REFERENCES: Introduction QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 22. A survey of the skilled trades found that 45 percent of employers provide essential skills training. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Essential Skills Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 23. In Ontario, all new judges are required to undergo mandatory training on racial harassment. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Sexual and Racial Harassment Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 24. In 2013, a Canadian national standard called Physical Health and Safety in the Workplace was introduced for workplace health and safety. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Health and Wellness Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 25. TOTAL E&P Canada of Calgary has a nutrition program that educates employees on how to make healthy food choices.

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Chapter 12 - Training Programs a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Health and Wellness Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 26. Which of the following is NOT one of the training methods used by North York General Hospital in its orientation program? a. simulations b. mentoring c. role modelling d. “shadowing” senior nurses ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: North York General Hospital QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 27. Which type of training content is most popular among Canadian organizations? a. professional skills training b. information technology skills training c. basic skills training d. management and supervisory skills ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Introduction QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 28. What type of training program would you recommend to an organization if the learning outcomes associated with the program were targeting the employee socialization process? a. basic company culture training b. orientation training c. new employee training d. cross-cultural training ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Orientation Training Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 29. Which of the following is NOT typical content in orientation training programs? a. health and safety b. cross-functional training c. HR policies and procedures d. terms and conditions of employment ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Orientation Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 30. You have been asked to recommend a targeted and structured training program to ensure new employees are introduced to and support the current corporate culture. Which of the following is likely to be your recommendation? a. cross-cultural training b. basic skills training c. orientation training d. team training ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Orientation Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 31. What type of training addresses basic numeracy and literacy issues among employees? a. essential skills training b. everyday skills training c. foundational skills training d. cognitive skills training ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: Essential Skills Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 32. According to the Conference Board of Canada, what percentage of Canadians do not read well enough to meet day-to-day needs?

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Chapter 12 - Training Programs a. 29 percent b. 36 percent c. 42 percent d. 58 percent ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Essential Skills Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 33. What specific essential skills training benefits does the textbook identify as being employee-centric? a. improvements in productivity b. lower absenteeism and lower turnover c. improved likelihood of being promoted d. better quality of products and services ANSWER: c POINTS: 1 REFERENCES: Essential Skills Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 34. Which of the following statements relating to essential skills is congruent with material presented in the textbook? a. Canadian companies lose approximately $180 billion annually in business opportunities as a result of poor essential skills in the Canadian workforce b. Canadian companies must first provide trainees with essential skills training before they can reap benefits associated with other training programs and initiatives c. Canadian companies that invest in essential skills training tend to have higher productivity and higher rates of absenteeism d. Canada on average does better than its main trading partners in having employees with strong essential skills ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Essential Skills Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 35. What percentage of overall training content provided by Canadian organizations is devoted to essential skills training? a. 10 percent b. 20 percent c. 29 percent d. 2 percent Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: Essential Skills Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 36. Which of the following statements best describes the concept of essential skills training? a. providing employees with the basic skills to perform their jobs and adapt to change b. providing employees with the essential skills to facilitate corporate objectives c. providing employees with essential interpersonal skills training d. providing employees with the essential technical training ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Essential Skills Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 37. A study on firms in the accommodation and food services sector found that literacy and essential skills training resulted in a net benefit of $577 per participant. What was the average return on investment? a. 20 percent b. 21 percent c. 22 percent d. 23 percent ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Essential Skills Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 38. What kind of program does TOTAL E&P Canada of Calgary provide to employees? a. mental health program b. fitness program c. nutrition program d. health and wellness program ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Health and Wellness Training Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 39. A manufacturing company has just been retrofitted with the latest in computer-assisted assembly systems. Which of the following terms best describes the general type of training employees are likely to receive? a. essential skills training b. technical skills training c. total quality training d. six-sigma training ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Technical and Non-Technical Skills Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 40. What is the most likely explanation for why manufacturing companies provide so much technical skills training in Canada? a. low numeracy and literacy levels b. more and more organizations are using computers to drive up productivity c. change and global competition d. long technology product cycles ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Technical and Non-Technical Skills Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 41. Your organization is experiencing increasing costs associated with work-related injuries. You have been tasked with developing a training program focusing on how to reduce work-related injuries. Which of the following training methods is likely to be less effective? a. behaviour modelling b. simulations c. hands-on training d. lectures ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Health and Safety Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 42. Approximately how many Canadian workers are injured in work-related accidents? a. 340 000 b. 750 000 c. 650 000 d. 102 000 ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Health and Safety Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 43. What is the estimated annual cost of workplace injuries in Canada? a. $125 million b. $120 million c. $1.2 billion d. $12 billion ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Health and Safety Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 44. Which of the following is NOT a component of WHMIS training for employees? a. identify WHMIS hazard symbols b. read and apply information on the MSDS c. practise clean-up techniques for hazardous chemicals d. read WHMIS supplier and workplace labels ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Health and Safety Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 45. Which of the following statements is supported by material presented in the textbook relating to the current level of health and safety training in Canada? a. Canadian companies spend more on safety training than any other industrialized country Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs b. Canadians simply do not receive adequate safety training c. only one in two Canadians received adequate health and safety training d. studies appear to indicate a negative relationship between health and safety training levels and safety performance by Canadian companies ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Health and Safety Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 46. What are the foci of total quality management training? a. quality improvements, teamwork, continuous improvement, and customers focus b. management skills, teamwork, quality improvements, and communication c. customer focus, communication, ethics, and quantity improvements d. technical skills, quality improvements, management skills, and productivity ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Total Quality Management Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 47. Team training focuses on two general types of skills/abilities. Which of the following combinations of skills or abilities are often associated with team training? a. task-work skills and diversity training b. task-work skills and teamwork skills c. teamwork skills and computer skills d. computer skills and technical skills ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Team Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 48. Research on team training has found it has a positive effect on several learning outcomes. Which of the following has NOT been identified in the textbook as one of those outcomes? a. performance outcomes b. affective outcomes c. cognitive outcomes d. essential skills outcomes Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Team Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 49. Team training is focused on which two general types of skills? a. task-work skills and teamwork skills b. collaborative skills and behavioural skills c. cohesion skills and technical skills d. coordination skills and interaction skills ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: Team Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 50. The intended outcome of current sales training programs is for sales professionals to become which of the following? a. strategic partners b. suppliers c. vendors d. product experts ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Sales Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 51. What contributory factor is associated with exceptional customer service? a. selection and recruitment b. training commitment c. education levels d. management ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Customer-Service Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs DATE MODIFIED: 10/5/2018 8:18 AM 52. The textbook offers a series of recommendations to help organizations effectively deal with and prevent sexual harassment at work. Which of the following is NOT one of those recommendations? a. educate employees about sexual harassment b. develop sexual harassment policies c. develop procedures for filing complaints d. develop rewards for departments that do not report any type of harassment ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Sexual and Racial Harassment Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 53. Which of the following is NOT a “good practice” relating to ethics and ethics training? a. make ethics training a mandatory activity for managers and employees b. focus ethical training programs on helping employees identify and deal with potential ethical dilemmas c. make ethics training a voluntary activity for employees and managers d. first put in place standards of ethical behaviour, then determine what the training should accomplish to cement ethics within the culture of the organization ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Ethics Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 54. Which of the following is NOT a main goal of diversity training? a. comply with federal labour regulations b. raise awareness about diversity issues c. change behaviours d. reduce biases ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Diversity Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs 55. What type of training should be provided to managers who will be assigned a two-year post in a foreign subsidiary of a Canadian company? a. diversity training b. technical training c. orientation training d. cross-cultural training ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: Cross-Cultural Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 56. A colleague has recommended that you provide crew resource management training in your organization. What type of training is being recommended? a. diversity training b. team training c. ethics training d. cross-cultural training ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Team Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 57. The notion of training rigour is associated with what type of training? a. diversity training b. team training c. ethics training d. cross-cultural training ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Cross-Cultural Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 58. Which of the following is NOT a key element of strong ethical programs? a. trust b. responsibility c. respect d. fairness ANSWER: a POINTS: 1 DIFFICULTY: Difficult Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs REFERENCES: Ethics Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 59. Your organization has plans to begin negotiations with several other organizations regarding the potential for a merger. To be most successful, what kind of training should be provided to members of your organization who will be involved in the negotiations? a. technical skills training b. non-technical skills training c. diversity training d. team training ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Technical and Non-Technical Skills Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 60. If your organization wants to be in compliance with the Psychological Health and Safety in the Workplace national standard, what kind of training should the organization provide to employees? a. health and safety training b. sexual and racial harassment training c. diversity training d. mental health training ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Health and Wellness Training QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 61. Explain the differences between technical skills training and information technology training and provide an example of each.

ANSWER: While both sound like they have something to do with computers, technical skills training and information technology training are quite different. Technical skills training is training for job-specific skills that all employees need in order to perform their jobs. An example would be workers on an automobile manufacturing assembly line receiving specific training required to perform the tasks associated with that job, such as techniques and procedures for proper part installation and assembly.

Information technology training does specifically refer to training programs that focus on the use of computers and computer systems. An example would be learning to use a specific type of software to perform a specific task, such as a spreadsheet.

Computer software training is a specific type of information technology training.

POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 62. a) Describe health and safety training and identify at least six things that should be included in a health and safety training program. b) Why should Canadian organizations make health and safety training a strategic priority?

ANSWER: a) Health and safety training is focused on providing information and creating processes and behaviours that will prevent workplace injuries and accidents.

WHMIS training is an important component of health and safety training. Health and safety training should be included in new employee orientation training, but should also be offered on an ongoing basis, especially when new procedures or equipment are introduced in the workplace. Things that should be included in health and safety training programs include: – Safety rules and reporting procedures – Duties of the employer, supervisor, and workers as per the legislation – The importance of compliance with warning signs and signals – Types and uses of emergency equipment – Use, care, and acquisition of personal protective equipment – Awareness of known hazards and how to identify them – The importance of reporting other hazards – Emergency and evacuation procedures – The need for good housekeeping – Courses in first aid, CPR, etc. b) General responses to this question will vary. That said, the following are some general points students should consider in their responses; ∙ The financial cost: (“The cost of workplace injuries is estimated to exceed $12 billion a year”) ∙ The linkage between a healthy and safe work environment and employees’ productivity ∙ Social costs: (“Approximately 1000 workers die each year in Canada as a result of workplace accidents, and some 340 000 workers suffer an injury serious enough to warrant missing time from work, which is known as a lost time injury”) ∙ The rate of injuries is on the rise, and the significant financial and social costs associated with work injuries ∙ A healthy work environment will facilitate the recruitment of employees particular in tight labour markets ∙ Potential customer and government backlash to unsafe work environments POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 63. a) What is total quality management (TQM) and how may it impact organizational effectiveness and efficiencies? b) What specifically are areas that TQM requires employees to be trained in?

ANSWER: a) It is a systematic process of continuously improving the quality of products and services offered by an organization. TQM initiatives often change the way work is Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs done and what skills are needed. To that end, it relies heavy on a well-trained and engaged workforce. These initiative often have a positive impact on both productivity and the quality of output produced by employees. b) Teamwork, statistical analysis, basic tools for decision making and problem solving POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 64. a) Define sexual harassment and explain the importance of sexual harassment training. b) What are three actionable recommendations you would make to an organization that wanted to decrease or even eliminate sexual and racial harassment ?

ANSWER: a) Sexual harassment can be defined as any unwelcome sexual advances, requests for sexual favours, and verbal or physical conduct of a sexual nature that is a condition of employment, interferes with work performance, or creates a hostile work environment. Training in the prevention of sexual harassment in the workplace is important because in addition to the significant costs of litigation settlements, sexual harassment and hostile work environments result in lower productivity, increased absenteeism, higher employee turnover, lower job satisfaction, and reduced trust for the employer. b) ∙ Make sure the organization has a formal “harassment policy” in place—written ∙ Develop procedures for filing harassment complaints—ensure employees are aware ∙ Make sure employees receive appropriate training and make it a strategic issue for the company—make it an important issue at all levels of the organization.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 65. Define diversity training and provide at least five reasons why training and education on diversity are important to both employees and to the organization.

ANSWER: Diversity training focuses on differences in values, attitudes, and behaviours of individuals with different backgrounds. Training and education in diversity is important for: a) Building awareness and skills b) Helping employees understand the need for and meaning of valuing diversity c) Providing education on specific cultural differences and how to respond to those differences d) Providing the skills required to work on diverse work teams e) Improving employee understanding of the cultural diversity within the organization f) Learning about the culture and community that the organization serves g) Providing skills and activities to assist diverse groups to integrate within the organization, perform their jobs effectively, and increase opportunities for advancement POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 66. Describe the components that should be included in an effective ethics training program.

ANSWER: Ethics training programs must be mandatory and include a copy of the organization’s code of ethics, a discussion of relevant compliance laws, an ethical decision making model, resources for help, and role-playing scenarios.

Organizations should first set standards for ethical behaviour and determine what the training should accomplish. Key elements of strong ethical programs are responsibility, respect, fairness, honesty, and compassion.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 67. Explain the differences between technical skills training and non-technical skills training and provide an example of each.

ANSWER: Technical skills training is training for job-specific skills that all employees need in order to perform their jobs. An example would be workers on an automobile manufacturing assembly line receiving specific training required to perform the tasks associated with that job, such as techniques and procedures for proper part installation and assembly. Non-technical skills training refers to training in a variety of skills that are required to work and interact with others. Examples of nontechnical skills training include communication skills, interpersonal skills, negotiation skills, and so on.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 68. a) What is cross-cultural training and what is its purpose? b) What is training rigour and what role does it play in cross-cultural training? Give examples of crosscultural training programs that vary in terms of the degree of training rigour.

ANSWER: a) Cross-cultural training comprises training programs that prepare

employees for working and living in different cultures and for interactions with persons from different backgrounds. The purpose is to prepare the employee for working in a different culture and increase the chances that he will be able to adjust and have a successful assignment. b) A critical factor in the success of cross-cultural training is training rigour.

Training rigour refers to “the degree of mental involvement and effort that must be expended by the trainer and the trainee in order for the trainee to learn the required concepts.” Training rigour also refers to the length of time spent on training. The degree of cross-cultural training rigour required by an expatriate for a particular foreign assignment depends on three dimensions: Copyright © 2019 Nelson Education Ltd.

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Chapter 12 - Training Programs cultural toughness, communication toughness, and job toughness. Cultural toughness refers to how difficult it is to adjust to a new culture.

Communication toughness is a function of the extent to which the expatriate will have to interact with the locals of the host country. Job toughness refers to how difficult the tasks will be for the expatriate compared to what she is used to doing. As the levels of these three dimensions increase, the type of cross-cultural training required will need to be more rigorous. Cross-cultural training programs that are considered to have a high degree of rigour include interactive language training, cross-cultural simulations, and field trips.

Programs with a moderate degree of training rigour include role plays, cases, and survival-level language. Cross-cultural training programs that are considered to be the lowest in terms of training rigour include lectures, films, books, and area briefings.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM

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Chapter 13 - Management and Leadership Development 1. The training and development initiatives introduced by the Société des Transports de Montréal (STM) used cohorts of 12 to 15 managers drawn from similar functions at STM. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Management and Leadership Development at the STM QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 2. Management skills can be learned through training and on-the-job experiences. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: What Is Management?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 3. The higher the management position in the organization’s hierarchy, the more critical it becomes to focus management development efforts on technical skills. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: What Is Management?

QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 4. Most management training programs are focused on the development of “people skills.” a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development REFERENCES: Management Development versus Employee Training QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 5. According to Henry Mintzberg, the fundamental roles managers play in organizations are interpersonal, informational, and transactional based. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Core Managerial Roles QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 6. Within the context of interpersonal roles, managers play three key functions: they motivate others, act as liaison, and play a representational function. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Core Managerial Roles QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 7. Within the context of a decisional role, when a manager moves the unit in a direction that takes advantage of opportunities or shifts the activities of the group to reduce threats the manager is said to be acting as an entrepreneur. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Difficult REFERENCES: Core Managerial Roles QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development 8. As managers undertake the functions of management they play one or more of the interpersonal, decisional, and informational roles, drawing on skills associated with each of these three roles. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Managerial Functions QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 9. When leading people, managers usually draw on “soft skills” or “people skills” to accomplish goals or outcomes. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Managerial Functions QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 10. The planning function for management refers to defining the direction toward which the efforts of individuals are to be measured. a. True b. False ANSWER: False RATIONALE: FPTS: 1 POINTS: 1 DIFFICULTY: Difficult REFERENCES: Managerial Functions QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 11. Based on material presented by the authors of this textbook, the lines between leaders and managers are becoming more difficult to separate. a. True b. False Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Managerial Functions QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 12. Whetten and Cameron identified nine frequently cited skills of effective managers, which include managing conflict, motivating and influencing others, and self-awareness. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Management Skills QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 13. Research appears to support the notion that both “emotional intelligence” and “intellectual intelligence” are relatively stable over one’s lifetime; hence, efforts to improve on these variables should not be done via development or training programs. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Emotional Intelligence QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 14. Most models of management skill development share four key themes: skill assessment, skill acquisition, skill practice, and skill application. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Models of Management Skills Development QUESTION TYPE: True / False Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 15. The textbook identifies five strategies that will help managers deal with conflict, recognizing that not one strategy will work in all circumstances. The five strategies are avoidance, accommodating, forcing, compromising, and collaborating. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Content of Management Development Programs QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 16. Dealing successfully with stress involves several steps. The first and most critical step is being able to recognize it. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: The Content of Management Development Programs QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 17. Two practical applications of experiential learning methods include job rotations and special assignments. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Methods of Management Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 18. An example of a management education program is an executive MBA. This type of management Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development education program is best leveraged if trainees have little exposure or experience managing people. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Easy REFERENCES: Methods of Management Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 19. Management education refers to the acquisition of a broad range of managerial knowledge and general conceptual abilities. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Methods of Management Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 20. Extensive research has been conducted in determining the effectiveness of outdoor wilderness training programs. Support for the effectiveness of this type of management development approach is overwhelmingly positive. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Methods of Management Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 21. Given that coaching and mentoring share distal goals, the two terms should be used interchangeably by human resources professionals. a. True b. False ANSWER: False POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development DIFFICULTY: Difficult REFERENCES: Methods of Management Development QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 22. A minority of Canadian organizations consider the development of their leadership a top development priority. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: Introduction QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 23. Organizations today have come to believe that the exercise of leadership is a function of all management. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Managerial Functions QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 24. Although the development of the leadership at the top level of organizations is improving, the development of leadership at middle levels is considerably weaker. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Managerial Functions QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development DATE MODIFIED: 10/5/2018 8:18 AM 25. Emotional intelligence can be learned and modified by training and it can have an impact at the job level. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: Emotional Intelligence QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 26. There are several mechanisms organizations are utilizing to bolster “bench strength.” What macro environmental forces are making the issue of bench strength so critical to organizations? a. pending demographic changes b. internal HR capacity issues c. the speed of change d. high costs associated with leadership development programs ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Introduction QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 27. Your organization has asked you to lead a discussion dealing with the differences between management development and employee training. Which of the following statements provides the best explanation? a. management development is much more generalized than the specialized training employees receive. b. management development tends to have off-the-job instructional systems that are technical and conceptual. c. management development is focused on credible and effective training rather than on the personalities and preferences of managers. d. management development is a longitudinal and gradual process whereas employee training is short-term.

ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: What Is Management Development?

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Chapter 13 - Management and Leadership Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 28. What is the main reason why organizations in Canada spend more on a per capita basis on management development programs? a. to capture sunk recruitment and selection costs b. management positions tend to require more technical skills c. management positions play a strategic role in organizations d. management positions tend to have higher stress levels ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Is Management Development Important?

QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 29. Henry Mintzberg identified three roles associated with the formal authority and status of a management position. Which of the following is NOT one of the roles identified by Mintzberg? a. interpersonal b. technical c. informational d. decisional ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Core Managerial Roles QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 30. A business school dean meets with a local mayor to secure a permit to allow the university to expand.

Which of Henry Mintzberg’s three management roles does this scenario best fit? a. informational b. interpersonal c. socializing d. decisional ANSWER: b POINTS: 1 DIFFICULTY: Diff REFERENCES: Core Managerial Roles QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development DATE MODIFIED: 10/5/2018 8:18 AM 31. What activity do the textbook’s authors suggest should be added to the acronym COP to better reflect management’s role in the 21st century? a. “I” for informational b. “D” for decisional c. “S” for socializing d. “L” for leadership ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: Managerial Functions QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 32. Which of the following statements is congruent with the notion of a “transformational leader” as demonstrated by John, who is the leader of his sales team? a. John convinces a sales person to give up some of her territory to facilitate a team goal b. John provides a 20 percent bonus for employees who exceed predetermined targets c. John clarifies team members’ individual goals d. John monitors individual work behaviour and rewards appropriately ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Managerial Functions QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 33. According to Cameron and Tschirhart, the most important skills and competencies required of managers fall within four so called “clusters.” Which of the following is NOT one of those clusters? a. human relations skills b. competitiveness and control c. planning and control d. order and rationality ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: Management Skills QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 34. According to Whetten and Cameron, which of the following broad skill categories captures the essence of the most important skills needed of managers?

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Chapter 13 - Management and Leadership Development a. political skills b. motivational skills c. technical skills d. people skills ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: Management Skills QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 35. Carlos is very much aware his mood will have an impact on his ability to lead his human resource team effectively. What is Carlos displaying? a. emotional intelligence b. intellectual intelligence c. political intelligence d. social intelligence ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Emotional Intelligence QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 36. Which of the following terms can be defined as “the ability to manage interactions with others effectively through an understanding, integration, and management of emotions”? a. emotional security b. emotional intelligence c. emotional understanding d. emotional awareness ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Emotional Intelligence QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 37. A manager is told by a superior that her business expansion proposal was rejected outright by senior management. Within hours of receiving the news, she meets with her superior and excitedly points out the lack of creativity on the part of senior management, indicating she may have to consider employment with another, more creative company. Which component/skill associated with EI does this manager potentially lack? a. empathy b. self-awareness c. self-control d. emotional intelligence ANSWER: c Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development POINTS: 1 DIFFICULTY: Difficult REFERENCES: Emotional Intelligence QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 38. Which of the following statements relating to emotional intelligence (EI) and intellectual intelligence (IQ) is NOT supported by evidence? a. both EI and IQ are learnable and changeable over time b. EI can be developed indirectly through exposure and feedback c. empirical research has shown that managers with higher levels of EI are more effective versus managers with low EI d. IQ is a relatively stable and enduring characteristic over one’s life ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Emotional Intelligence QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 39. What was the most critical conclusion from Muller and Turner’s research addressing the linkages between IQ, EI, and the successful management of projects? a. both IQ and EI are important; however, IQ is more critical b. critical thinking skills and emotional intelligence are associated with successful projects c. no linkage was found among the three d. emotional intelligence is a necessary and sufficient condition for success ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Emotional Intelligence QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 40. Most models of management skill development share four basic principles. Which principle involves helping managers become self-aware of their own strengths and weaknesses relative to the skill in question? a. skill application b. skill practice c. skills assessment d. skill acquisition ANSWER: c Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development POINTS: 1 DIFFICULTY: Difficult REFERENCES: Models of Management Skills Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 41. Which of the four broad management development steps would include the concept of transferring learned principles? a. skill practice b. skill acquisition c. skills assessment d. skill application ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: Models of Management Skills Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 42. According to Mintzberg, what contributes to managers settling for a solution that suffices in addressing their challenges? a. time pressures and the need to make decisions quickly b. too much information and data available c. lack of research and analysis d. lack of foundational knowledge on decision making ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: The Content of Management Development Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 43. Mary and John, two workers at ABC Inc., have a profound dislike for each other. In weekly sales meetings it is not uncommon to find Mary and John calling each other names for no apparent reason.

What type of conflict best describes the situation between Mary and John? a. intrapersonal b. accommodating c. issue-based d. interpersonal ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Content of Management Development Programs Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 44. Peter, a union representative, and Mary, a senior manager with a local manufacturer, are looking to resolve a problem in such manner as to allow both parties to maximize their utility—they both want to get everything they want! What term best describes this conflict resolution technique? a. accommodating b. collaborating c. compromising d. competing ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Content of Management Development Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 45. The textbook describes one type of conflict as being not necessarily bad. What type of conflict may actually lead to a better outcome for the organization? a. interpersonal conflict b. intrapersonal conflict c. issue-based conflict d. product-based conflict ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: The Content of Management Development Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 46. As a factory floor manager, Parandeep has been asked to innovate and come up with a better way to manufacture the company’s products, a concept that excites Parandeep. Unfortunately, he is aware this particular company does not tolerate errors or failures. What work-related stressor is Parandeep likely to experience working for this company? a. role conflict b. role ambiguity c. role overload d. role compromise ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Content of Management Development Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development DATE MODIFIED: 10/5/2018 8:18 AM 47. A recent university graduate landed a dream job as a sales representative for a major winery. She describes her first day as follows: “I have no idea what to do, to whom I report, or how I should go about doing my job.” What type of work-related stressor is she describing? a. role contingent stressor b. role reporting stressor c. role ambiguity stressor d. role conflict stressor ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Content of Management Development Programs QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 48. Which of the following are practical on-the-job development method(s) business may leverage to take advantage of “experiential learning” in a formal and structured manner? a. lectures and seminars b. job rotations and special assignments c. on the spot coaching and mentoring programs d. development programs that target improvements in cognitive intelligence ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: Methods of Management Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 49. What type of skill is likely to result from wilderness training that forces trainees to face stressful situations? a. role-play skills b. procedural skills c. declarative skills d. coping skills ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Methods of Management Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 50. What conclusions does the research on wilderness training seem to indicate?

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Chapter 13 - Management and Leadership Development a. some level of incongruence between what is actually learned and what should have been learned by trainees b. a very positive relationship to on-the-job performance improvements c. it works across a broad set of learning outcomes d. a positive relationship to a limited set of outcomes, particularly for short programs ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: Methods of Management Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 51. Which concept involves highly experiential programs designed to help managers develop greater levels of life experience by participating in physically and psychologically demanding tasks and activities? a. management education b. active learning c. wilderness training d. specialized workshops ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Methods of Management Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 52. John has experience managing marketing functions in a particular company. As part of his management development, he is asked to take on roles with similar levels of responsibility in other functional areas of the company. What management development approach is John’s company using? a. job rotation b. job enlargement c. job enrichment d. job broadening ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Methods of Management Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 53. According to the Conference Board of Canada Learning and Development Outlook, more than onethird of Canadian organizations have a coaching and/or mentoring program in place. What percentage of these organizations consider coaching and mentoring to be positive tools in their people development Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development strategies? a. 12 percent b. 65 percent c. 55 percent d. 78 percent ANSWER: c POINTS: 1 DIFFICULTY: Easy REFERENCES: Methods of Management Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 54. What is one key difference between coaching and mentoring? a. the level of HR support b. the scope of intervention c. the level of energy required d. mentors tend to be external to the company ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Methods of Management Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 55. The Conference Board of Canada has undertaken a series of surveys to ascertain the level of satisfaction reported by Canadian organizations with their management development programs. What is suggested in the results of these surveys? a. most are not satisfied b. most are satisfied c. most are satisfied and would like these programs to be expanded to include supervisors d. most are modestly satisfied ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: Is Management Development Effective?

QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 56. What percentage of Canadian organizations consider the development of their leadership a top development priority? a. 45 percent b. 50 percent Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development c. 55 percent d. 60 percent ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Introduction QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 57. Why is the development of managers and of leadership a particularly critical issue right now? a. change in technology b. lack of effective leaders c. change in global competition d. change in demographics ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Introduction QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 58. Your organization has just hired a new leader for your group. After meeting with her and discussing your future role and responsibility, you feel that she behaves in ways that truly reflect what she believes and seems to be true and morally right, especially in her relationships with other members of the organization. What kind of leader is she? a. transactional b. transformational c. servant d. authentic ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: Managerial Functions QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 59. What leadership style focuses on the needs of employees? a. transactional b. transformational c. servant d. authentic ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: Managerial Functions Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 60. Following a recent experiential learning program, there was a discussion of the task objectives, the outcomes realized, and the specific behaviours that facilitated or inhibited that achievement. What is this called? a. error-management training b. After-Event Review c. debriefing d. SWOT analysis ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: Methods of Management Development QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 61. Identify and briefly describe the four components all management development programs should include.

ANSWER: It is recommended that all management development programs include a) skills assessment to identify strengths and weaknesses; b) skill acquisition to learn the principles associated with the basic skills required; c) skill practice to develop procedural learning and to integrate the principles into smooth behavioural actions, and d) skill application on the job to transfer the new skills and behaviours to the actual work environment.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 62. a) Define emotional intelligence, list the five key skill sets of EI, and explain its importance to management development. b) Why is emotional intelligence an exciting notion from a training and development perspective?

ANSWER: a) Emotional intelligence is the ability to manage your own and others’ emotions and your relationships with others. The five key skills sets of EI are self-awareness, self-control, motivation or drive, empathy, and interpersonal skills. Emotional intelligence is a critical aspect of management development because the main functions and roles of managers involve interacting and communicating with people, and the EI skills are critical to do that effectively. b) There are many possible approaches students may take in addressing this question. One such approach should leverage the idea that unlike IQ, EQ can be developed indirectly, through exposure and feedback. If, in fact, the level of EQ is Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development not static over one’s life, then it would be reasonable to conclude that targeted management development programs addressing the five key skills associated with EQ should provide organizations with positive return on their management development expenditures. This conclusion is further supported by research concluding that managers with strong EQ results tend to outperform those managers with low EQ results.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 63. Identify and briefly describe the three general categories or clusters of skills that comprise the content of management development programs.

ANSWER: Management development programs consist of three interrelated clusters of skills— conceptual skills, technical skills, and interpersonal skills. Conceptual skills generally focus on problem solving and decision making, planning, and performance management and goal setting. Technical skills tend to be more specialized depending upon the nature of the manager’s work. For example, an accounting manager would be expected to be and remain current on accounting practices and procedures such as taxation laws. Interpersonal skills are those that the manager requires in order to interact effectively with others, and would include things like communication skills, coaching skills, and skills for managing both conflict and stress.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 64. Explain the differences between management education and management training programs.

ANSWER: Management education programs focus on the acquisition of a broad range of managerial knowledge and general conceptual abilities. They are typically offered through a business school (such as MBA programs), and consist of a combination of general and theoretical knowledge and experiential learning opportunities such as case studies. Management training programs focus on activities designed to develop specific managerial skills that have immediate application in a particular organizational setting. Some are classroom based (such as seminars and workshops), and some are more experiential (such as wilderness training), but all are intended to help develop specific skills such as communications or decision making.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 65. Explain the role coaching plays in management development and describe the five conditions in the “management pipeline” that are the focus of the coaching effort.

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Chapter 13 - Management and Leadership Development ANSWER:

Coaching helps managers develop the skills they need to improve their capacity and to be more effective in their managerial role. Coaching is most effective as a management development method when it includes the following five conditions that help managers develop:

a) Insight – recognizing their own strengths and weaknesses; b) Motivation – understanding and caring about changing the ways they operate; c) Capabilities – identifying best practices and alternatives for dealing with decisions and situations; d) Real-world practices – identifying opportunities to implement on a daily basis the skills and behaviours learned, and to understand what works and what doesn’t; and e) Accountability – encouraging managers to use their new skills and to commit to specific actions.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 66. Managers are often under time pressure to make decisions, often picking a solution that suffices or meets their minimum requirements. The textbook describes four steps managers can take to avoid this “suffice” mentality, providing managers with an opportunity to make better decisions. What steps might managers take to improve their decision-making process?

ANSWER: 1. Definition of the problem 2. Generation of alternative solutions 3. Evaluation and selection of a solution 4. Implementation of the solution and follow-up POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 67. Is management development effective? Discuss the research evidence to support your answer.

ANSWER: In general, it would seem that management development is at best somewhat or modestly effective. The Conference Board of Canada found that most organizations are not satisfied with the results of their leadership development practices. The results of several meta-analyses are consistent with those reported by the Conference Board. In 1986, Burke and Day analyzed all studies conducted prior to the early 1980s and concluded that management training was, at best, “modestly” effective.

Twenty years later, Collins and Holton reported a meta-analysis of all pertinent studies published since Burke and Day. The results indicate that training programs are highly effective in increasing learning levels. However, they are only moderately effective in building expertise, though that result varies depending on the specific training evaluation design used. As for organizational outcomes—such as impact on firm effectiveness or profits—the results are less complete, as few studies actually assessed such outcomes. Fewer still were able to isolate the effect of management training from all other potential impacts on these outcomes. The data indicate that, on average, leadership development programs do seem to contribute to the Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development organization’s effectiveness. Management training has a major impact on learning and a more modest one on expertise and organizational outcomes. The Taylor, RussEft, and Taylor meta-analysis integrates the results of 107 management training evaluation studies that focus on transfer of training. Although different studies reported somewhat different results, in general trainees and their supervisors reported reasonably high levels of transfer. However, managers and their bosses tended to view managerial training as being more effective than did the manager’s subordinates and his colleagues.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 68. What is leadership? What is the difference between transactional and transformational leadership and what are the main tasks of each type of leadership?

ANSWER: Leadership refers to the individual qualities and behaviours that define and shape the direction of the organization and that inspire others to pursue that direction in the face of obstacles and constraints. Leadership is an influence process in which one person (the leader) influences others (the subordinates) to pursue valued organizational goals effectively. Effective leadership means getting results from the subordinates, and that requires an understanding of what makes a leader.

Transactional leadership refers to a style of leadership in which leaders make clear to the followers the behaviours and attitudes that are associated with rewards and punishment. Subordinates follow transactional leaders because they clarify the path employees need to follow in order to obtain rewards and avoid unpleasant consequences. The main task of transactional leaders is providing clarity: specifying individual goals and monitoring individual work behaviours relevant to those goals.

Transformational leaders influence their followers by inspiring them into engaging wilfully in the attainment of goals. That is, they inspire subordinates to forgo selfinterest to pursue the common good, to understand that their individual tasks are meaningful and relevant for the attainment of a valued greater purpose.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 69. What is wrong with leadership training and development and what is needed to fix it?

ANSWER: Michael Beer and his colleagues identified several common organizational situations that prevent transfer of training in organizations. They identify six such situations that they label the “silent killers”: (1) unclear organizational priorities and strategies; (2) lack of commitment to change by upper management; (3) a reluctance to allow honest discussions of problems; (4) lack of coordination across different elements of the organization; (5) inability to identify and nurture talented individuals; and (6) manager’s reluctance to tell the truth about barriers to behaviour change on the job.

It is traditional to believe that the cause of individual performance issues lies within the individual and so it is reasonable and logical for the individual to be the focus and the target for change. That view has dominated the practice of leadership Copyright © 2019 Nelson Education Ltd.

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Chapter 13 - Management and Leadership Development training in organizations. However, the six silent killers suggest that the target for change should be the organization, not the individual. Beer and his colleagues suggest that leadership training and development needs to be tied to organizational development efforts. Top leadership should be clear as to its priorities and strategies and it needs to champion change and adopt policies that enable and encourage frank and honest discussions of performance problems. Senior management needs to be directly involved with the development of leadership. In addition, HR needs to provide more than a list of static classes. It needs to accept some responsibility for the transfer of skills to the job. HR needs to carefully assess training needs and ensure congruency between the behaviours it trains and the acceptability of these skills to local management. Trainers also need to recognize that the display of newly learned behaviours can be difficult and providing on the job support helps. Help lines, job aides, and mentoring and coaching can all enhance the chance of transfer.

Both HR and senior management need to better understand the larger role they need to play in the development leadership.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM

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Chapter 14 - The Evolution and Future of Training and Development 1. The role of a trainer has changed from a knowledge-keeper to a knowledge-facilitator. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 2. The role of the training professional has over time evolved from being a staff employee to being a strategic business partner. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 3. Learning and development professionals should encourage and develop processes that facilitate the creation of activities that enable and facilitate knowledge sharing between trainers and trainees, while allowing management to focus on employee development. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 4. According to the chapter-opening vignette, TELUS restructured its training initiatives by introducing an initiative called “Learning 2.0.” This initiative is anchored on three principles: individual, team, and social learning. a. True b. False ANSWER: False Copyright © 2019 Nelson Education Ltd.

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Chapter 14 - The Evolution and Future of Training and Development POINTS: 1 DIFFICULTY: Difficult REFERENCES: TELUS QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 5. The Association for Talent and Development has recently introduced a detailed set of competencies addressing the training styles required of training and development professionals. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 6. The Institute for Performance and Learning has a set of competencies organized into six categories. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 7. Organizational learning refers to the process of creating, sharing, storing, and applying knowledge in organizations. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: A Multilevel Systems Model of Organizational Learning QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 14 - The Evolution and Future of Training and Development DATE MODIFIED: 10/5/2018 8:18 AM 8. Variables such as demographics, industry-centric learning, changes in the nature of work, and social media are the driving forces behind the concept of Learning 2.0. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Evolution of Learning in Organizations QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 9. Learning 2.0 may be categorized as a shift away from formal learning to social learning and from an individual focus to a group focus. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: The Evolution of Learning in Organizations QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 10. The Institute for Performance and Learning identified a series of competencies for learning professionals. At the centre of the competencies wheel is partnering with training and development professionals. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 11. The Institute for Performance and Learning has developed a set of competencies for learning professionals that is based on the Association for Talent Development competency model. a. True Copyright © 2019 Nelson Education Ltd.

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Chapter 14 - The Evolution and Future of Training and Development b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 12. Organizational learning can be represented with a multilevel systems model that has four levels of learning including societal, organizational, group, and individual. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: A Multilevel Systems Model of Organizational QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 13. TELUS’s philosophical change in training approach resulted in a complete review of training methodologies and an increase in the number of external service providers. The rationale for increasing the number of providers was centred on the need to have a much more focused approach to training content. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: TELUS QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 14. Evidence provided in the textbook indicates a shift in training philosophy away from instructor-led to a philosophy that embraces other methods including blended and collaborative learning approaches. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy Copyright © 2019 Nelson Education Ltd.

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Chapter 14 - The Evolution and Future of Training and Development REFERENCES: The Evolution of Learning in Organizations QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 15. The Association for Talent Development competency model includes eight foundational competencies. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 16. The Association for Talent Development competency model includes 10 specific areas of expertise. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 17. As a performance consultant, the trainer provides not only training and development, but also solutions to performance problems. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 18. An effective learning environment provides a variety of resources and activities that trainers can Copyright © 2019 Nelson Education Ltd.

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Chapter 14 - The Evolution and Future of Training and Development access for training and development programs. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 19. The Institute for Performance and Learning has developed a set of competencies for learning professionals that is used by organizations for hiring learning professionals. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 20. To make training programs effective, trainers should strengthen trainees’ cognitive ability. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate REFERENCES: Making Training and Development Programs Effective QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 21. The goal of social constructivism is to create interactive learning environments in which training participants learn from instructors, participants learn from each other, and the instructor learns on her own. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Moderate Copyright © 2019 Nelson Education Ltd.

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Chapter 14 - The Evolution and Future of Training and Development REFERENCES: The Evolution of Learning in Organizations QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 22. Technology and web-based instruction is especially well suited for fostering interactive learning environments. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Evolution of Learning in Organizations QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 23. A learning organization uses existing information and knowledge to change and modify its behaviour in order to achieve its objectives and improve its effectiveness. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: A Multilevel Systems Model of Organizational Learning QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 24. Research has found that HR practices such as learning and career development opportunities have a positive effect on individual and group learning but NOT organizational learning. a. True b. False ANSWER: False POINTS: 1 DIFFICULTY: Difficult REFERENCES: A Multilevel Systems Model of Organizational Learning QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 14 - The Evolution and Future of Training and Development 25. To make training and development programs effective, trainers should focus on trainee characteristics. a. True b. False ANSWER: True POINTS: 1 DIFFICULTY: Easy REFERENCES: Making Training and Development Programs Effective QUESTION TYPE: True / False HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 26. What was the catalyst behind TELUS changing its corporate learning philosophy? a. realization of the significant role technology plays in learning b. the result of a strategic corporate-level review of their processes c. realization that internal programs were simply too expensive d. realization that learning is not an event but rather an ongoing multifaceted process ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: TELUS QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 27. What type of challenge did TELUS’s original process for sourcing external training service providers create for the company? a. lack of consistency by vendors in interpreting TELUS’s training requirements b. a negative ROI associated with many of their training initiatives c. lack of an integrated corporate-wide strategic training process d. a few vendors controlling the majority of training programs, leading to complacency and a general lack of creativity in training delivery ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: TELUS QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 28. Which of the following HR functions would you NOT classify as strategic in nature? a. managing and leading organizational change Copyright © 2019 Nelson Education Ltd.

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Chapter 14 - The Evolution and Future of Training and Development b. designing and delivering training initiatives c. managing organizational knowledge-sharing initiatives d. designing organizational succession-planning initiatives ANSWER: b POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 29. The modern training and development professional may need to “wear many hats.” Which of the following is potentially NOT an additional role played by training professionals? a. knowledge custodian b. change management c. managing organizational knowledge d. talent management ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 30. The Association for Talent Development has created a competency model anchored by six foundational competencies. Which of the following is NOT included as a foundational competency? a. business skills b. personal skills c. training skills d. technology skills ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 31. The Association for Talent and Development (ATD) includes ten training and development areas of specific expertise in its competencies framework. Under which of the following would calculating the return on investment of a training program be included? a. coaching b. managing learning programs c. instructional design d. evaluating learning impact ANSWER: d POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 14 - The Evolution and Future of Training and Development DIFFICULTY: Moderate REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 32. Which of the following is NOT a foundational competency in the ATD competency model framework? a. industry knowledge b. interpersonal skills c. management skills d. personal skills ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 33. A particular company is experiencing significant enterprise-level transformation. Simply put, the marketplace is evolving and the enterprise needs to adapt. Which area of expertise in the ATD competency model would include dealing with this challenge? a. instructional design b. change management c. knowledge management d. performance improvement ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 34. Which of the following areas of skill is NOT found in the “expertise” level of the ATD competency model? a. change management b. knowledge management c. performance improvement d. business acumen ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 14 - The Evolution and Future of Training and Development DATE MODIFIED: 10/5/2018 8:18 AM 35. The Institute for Performance and Learning has developed a set of competencies for learning professionals. How many competencies are included in the model? a. five b. six c. seven d. eight ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 36. Which of the following is included in the Institute for Performance and Learning competency framework introduced in the textbook? a. performance improvement b. knowledge management c. managing learning programs d. designing curricula ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 37. Which of the following best describes the strategic role of a training and development professional? a. ensures training is provided at the lowest cost possible b. ensures training is available to everyone in an organization c. ensures training is evaluated d. ensures business results are attained ANSWER: d POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 38. What competency is at the centre of the Institute for Performance and Learning competency wheel? a. evaluating learning b. designing learning experiences c. partnering with clients d. facilitating learning Copyright © 2019 Nelson Education Ltd.

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Chapter 14 - The Evolution and Future of Training and Development ANSWER: c POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Changing Role of Learning Professionals QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 39. What trainee characteristic is least likely to be strengthened when making training and development programs effective? a. self-efficacy b. cognitive ability c. training motivation d. motivation to transfer ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: Making Training and Development Programs EffectiveKEYWORD: QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 40. Which of the following factors are important at the group level? a. vision and leadership b. group structure and reporting relationships c. level of complexity and task interdependence d. a system in place to reward individuals for learning and applying newly found skills/knowledge ANSWER: c POINTS: 1 DIFFICULTY: Difficult REFERENCES: A Multilevel Systems Model of Organizational LearningKEYWORD: QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 41. Which of the following best captures the spirit of Learning 2.0? a. training and development services are provided by external sources b. exclusive usage of e-learning approaches c. a philosophy focused on disciplined learning program evaluation d. trainee-initiated and collaborative ANSWER: d POINTS: 1 Copyright © 2019 Nelson Education Ltd.

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Chapter 14 - The Evolution and Future of Training and Development DIFFICULTY: Moderate REFERENCES: The Evolution of Learning in Organizations QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 42. Which of the following variables did NOT provide the catalyst for the introduction of Learning 2.0? a. the nature of work b. static environment c. the need to collaborate d. Demographics ANSWER: b POINTS: 1 DIFFICULTY: Easy REFERENCES: The Evolution of Learning in Organizations QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 43. You have just joined an organization that wants to create interactive learning environments in which training participants learn from instructors, participants learn from each other, and the instructor learns from participants. What is this called? a. generative learning b. interactive learning c. social learning d. social constructivism ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Evolution of Learning in Organizations QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 44. According to the evolution of learning model shown in the text, what type of training was evident in the period 2000–2005? a. classroom (instructor-led) and e-learning b. e-learning and blended learning c. classroom (instructor-led) d. e-learning ANSWER: a POINTS: 1 DIFFICULTY: Difficult REFERENCES: The Evolution of Learning in Organizations QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM Copyright © 2019 Nelson Education Ltd.

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Chapter 14 - The Evolution and Future of Training and Development DATE MODIFIED: 10/5/2018 8:18 AM 45. What is technology and web-based instruction especially well suited for when it comes to training and development? a. self-directed learning b. fostering interactive learning environments c. blended learning d. instructor-led learning ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: The Evolution of Learning in Organizations QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 46. A multilevel systems model of organizational learning assumes learning occurs at three distinct yet interconnected levels. Which of the following is NOT one of those levels? a. human capital level b. organizational level c. group level d. individual level ANSWER: a POINTS: 1 DIFFICULTY: Easy REFERENCES: A Multilevel Systems Model of Organizational Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 47. The textbook identifies several important factors that influence learning at the group level. What would you consider to be the most important of these factors influencing group-level learning? a. simplicity of tasks b. culture and norms c. individual reward practices d. levels of informal and formal learning ANSWER: b POINTS: 1 DIFFICULTY: Moderate REFERENCES: A Multilevel Systems Model of Organizational Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 48. Which of the following conclusions about a multilevel systems model of organization learning is supported by the content in the textbook?

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Chapter 14 - The Evolution and Future of Training and Development a. Learning is a dynamic process that involves three levels that are interconnected. b. Values and norms play no role in this process. c. Learning and sharing processes in organizations are not material to creating organizational learning. d. Levels of learning are influenced by financial resources in organizations.

ANSWER: a POINTS: 1 DIFFICULTY: Moderate REFERENCES: A Multilevel Systems Model of Organizational Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 49. Which learning level is considered a starting point for organizational learning? a. group learning b. formal learning c. divisional learning d. individual learning ANSWER: d POINTS: 1 DIFFICULTY: Easy REFERENCES: A Multilevel Systems Model of Organizational Learning QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 50. Which statement best describes the insights offered by a multilevel systems model of organizational learning? a. Group learning is the most critical variable given its central role. b. Group learning is a necessary and sufficient condition for the organization to learn. c. If individuals learn, then the organization must also learn. d. Organizational learning can take place only if the group and individuals learn.

ANSWER: d POINTS: 1 DIFFICULTY: Moderate REFERENCES: A Multilevel Systems Model of QUESTION TYPE: Multiple Choice HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 51. Discuss the multilevel systems model of organizational learning and its implications for training and development.

ANSWER: The model shows that there are three levels of learning in organizations: the organization level, the group level, and the individual level. Each level is connected Copyright © 2019 Nelson Education Ltd.

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Chapter 14 - The Evolution and Future of Training and Development to the level above and below it, which means that learning at each level is influenced by the other levels. The model also shows that there are learning practices associated with each level of learning (e.g., organization learning practices, group learning practices, and individual learning practices). The systems and processes that exist at the organization level influence the extent to which learning occurs at the group and individual level, and group-level factors influence learning at the individual level. In addition, individual learning influences group learning, and individual and group learning influences organization learning. Thus, training and development programs have to consider how the effects of training and development will be influenced by learning at the group and organizational level and also how training and development might influence learning at the group and organization level.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 52. Discuss the key factors that make training and development programs effective.

ANSWER: The key factors that make training and development programs effective can be found in The Trainer’s Notebook 14.2 and include trainee characteristics, active practice, instructional methods, Gagne’s nine events of instruction, and factors in the pre- and post-training environment.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 53. The Institute for Performance and Learning has developed a set of seven key competencies required of all learning professionals. Identify those seven key competencies and how they are used in the learning profession.

ANSWER: Students should use the framework described in Figure 14.4 to discuss the competencies, which are partnering with clients, assessing performance needs, designing curricula, designing learning experiences, facilitating learning, supporting transfer of learning, and evaluating learning. Within each competency category there are first-, second-, and third-level competencies. These competencies form the basis of the I4PL certification process, which includes two designations—Certified Training Practitioner, or CTP, and Certified Training and Development Professional, or CTD. In addition, organizations also use the competency model for selecting and developing learning professionals.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 54. Describe the evolution of learning in organizations and the meaning of Learning 2.0.

ANSWER: Learning has evolved from classroom instructor–led training to e-learning, then Copyright © 2019 Nelson Education Ltd.

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Chapter 14 - The Evolution and Future of Training and Development blended learning, and most recently to a more employee-driven and collaborative process. This evolution represents a shift from formal learning to social learning and from an individual focus to a group focus and is known as Learning 2.0. Learning 2.0 represents a shift from learning as a product that is created for learners by organizations to a learner-initiated collaborative process. It can involve informal learning (e.g., during meetings) as well as formal learning (e.g., mentoring programs, apprenticeships), and it can happen either face-to-face or through the use of social media. This shift in learning places greater emphasis on the learner and learning through social interaction rather than formal training.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 55. What is a learning environment? Describe the materials and activities that can be found in a learning environment.

ANSWER: A learning environment is a “a deliberately curated collection of materials and activities to support the development of a specific knowledge base or skill.” An effective learning environment provides a variety of resources and activities that employees can access to manage their own learning. The materials and activities are described in The Trainer’s Notebook 14.1 and include resources, people, training and education, development practices, and experiential learning practices.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM 56. Discuss how the role of learning professionals has changed over the last several decades.

ANSWER: During the last several decades, the trainer’s traditional role as a staff employee has changed. Trainers have begun to move out of the training department to work with management to solve organizational problems and create learning opportunities that support the organization’s strategy. This reflects a movement and evolution of the trainer from staff employee to strategic business partner. Learning professionals are increasingly involved in strategic functions such as facilitating organizational change, managing organizational knowledge, career planning, and talent management. They are increasingly being called on to provide learning solutions that will drive key business outcomes.

The role of learning professionals is also shifting from knowledge-keeper to that of learning facilitator. Learning professionals will increasingly be focused on creating environments for learning and helping organization members find the resources and tools for learning and performance improvement. They will focus more on results rather than activities, and the training function will become a performance consulting centre. Training professionals will become performance consultants whose role is to provide solutions to performance problems and to be proactive in identifying emerging learning needs and taking steps to prepare and support the organization by offering solutions and learning programs to address future skills and performance gaps. Their role is to facilitate and create learning opportunities throughout the organization, and to help organizations manage the transition to a Copyright © 2019 Nelson Education Ltd.

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Chapter 14 - The Evolution and Future of Training and Development learning organization and the creation of a learning environment.

POINTS: 1 QUESTION TYPE: Subjective Short Answer HAS VARIABLES: False DATE CREATED: 10/5/2018 8:18 AM DATE MODIFIED: 10/5/2018 8:18 AM

Copyright © 2019 Nelson Education Ltd.

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