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Question
Which of the following problems could most likely be solved through training? Customer staff who:A) spend too much time "visiting" with customers on the phone.
B) provide incorrect information to customers.
C) miss calls because the computer answering system hangs up too soon.
D) don't care about the customer.
Answer
This answer is hidden. It contains 1 characters.
Related questions
Q:
Candles, Inc. is currently evaluating the ________ the firm gives its employees, including stock options, benefit packages, and raises based on performance.
A) development
B) compensation
C) bonuses
D) salary
Q:
Emergent strategies generally:
A) evolve and change as needs arise.
B) involve only portions of an organization.
C) encourage strong leadership within a firm.
D) are less beneficial to a small company.
Q:
Which of the following is a characteristic of most intended strategies?
A) They mobilize responses from top management.
B) They involve everyone in an organization.
C) They develop gradually from experiences.
D) They lack strong leadership.
Q:
A reduction in a company's workforce to improve its bottom line is referred to as ________.
Q:
A(n) ________ is an employee involved directly in producing the company's good(s) or delivering the service(s).
Q:
Research indicates that fast-growth firms benefit from having managers with marketing and sales backgrounds.
Q:
Groupware networks have enabled power and authority to spread more evenly among employees at firms.
Q:
Federal laws prevent firms from monitoring employees' use of the Internet.
Q:
Norms, rules of the game, and organizational climate are elements of an organization's structure.
Q:
According to the SBA, a wholesale company with 85 employees and a manufacturing firm with 1,200 employees are both small businesses.
Q:
Downsizing is a type of organizational restructuring.
Q:
More and more U.S. companies are forming global alliances and trying to develop worldwide cultures in order to smooth over differences among employees.
Q:
Self-managed work teams are:
A) an uncommon method of managing a small business.
B) very costly to the companies that must pay benefits to team members.
C) groups of peers in a company setting who take responsibility for a particular area or task.
D) a positive contribution to large corporations who are worried about being too "top heavy."
Q:
Which of the following is NOT true of the Internet Revolution as it relates to HRM?
A) Writing skills are essential to effective e-mail communications.
B) The recruiting, screening, and hiring process is streamlined.
C) Online corporate training is surpassing classroom training.
D) Cross-cultural understanding is less important.
Q:
As the director of HR, you are in a meeting with your corporate officers discussing the firm's deliberate use of personnel to gain a competitive edge in the marketplace. You are most likely discussing:
A) human resource policies.
B) corporate objectives.
C) human resource strategies.
D) line employees.
Q:
The ADAAA broadened the definition of a disability and added communicating to the list of major life activities.
Q:
An important tool for proving a prima facie case of adverse impact is the four-fifths rule.
Q:
The primary purpose of the ADA was to implement a national workers' compensation law.
Q:
ADA claims are primarily filed for:
A) visual impairments.
B) speech impediments.
C) emotional impairments.
D) drug and alcohol addiction.
Q:
For a disabled employee to be protected by the ADA, the:
A) disability must be due to cultural or economic disadvantage.
B) disability must impair a major life activity.
C) employee must have been employed for at least 90 days.
D) employer must be a federal contractor.
Q:
The Civil Rights Act of 1991 prohibited:
A) quotas.
B) affirmative action plans.
C) jury trials in sexual harassment suits.
D) punitive and compensatory damage payments.
Q:
If a woman has been subjected to undesirable and offensive sexual behavior by customers in the workplace, she has most likely been a victim of:
A) quid pro quo sexual harassment.
B) harassment.
C) discrimination.
D) hostile work environment sexual harassment.
Q:
Discrimination on the basis of pregnancy was explicitly prohibited by the:
A) 1964 Civil Rights Act.
B) Pregnancy Discrimination Act of 1978.
C) 1991 Civil Rights Act.
D) Sexual Harassment Act of 1988.
Q:
Cody is a middle manager with Corwell Corporation. When on a business trip with other middle managers, Cody is required to fly coach while the other middle managers fly first class. Cody is Hispanic, while his boss and the other managers are African-American. This is most likely an example of:
A) adverse impact.
B) disparate impact.
C) disparate treatment.
D) affirmative action.
Q:
Booker International keeps employee records, including their national origin and gender, because the firm has overseas customers who are concerned about these issues. This practice by Booker International is a violation of which law?
A) Equal Pay Act
B) Americans with Disabilities Act
C) Immigration and Naturalization Act
D) Title VII of the Civil Rights Act of 1964
Q:
On average, in 2010, women earned how much for each dollar earned by men?
A) $.64
B) $.71
C) $.83
D) $.98
Q:
The Equal Pay Act permits pay distinctions based on certain factors. Which of the following is NOT one of those factors?
A) Gender
B) Merit system
C) Seniority system
D) Production quality
Q:
Based on Supreme Court rulings, it is best to say that employers may:
A) make employment decisions based solely on affirmative action criteria.
B) never use affirmative action criteria for making employment decisions.
C) base employment decisions partially on affirmative action criteria.
D) always use affirmative action criteria in layoff situations.
Q:
A fully functioning and competent Human Resource Department can replace the need for any legal advice on employment discrimination issues.
Q:
Additional Case 2.3
Resources International, Inc. (RII) is going through a major organizational change. Executives at the firm have decided to rethink the whole organization. They believe that employees will be most strongly motivated by experiencing meaningful work, taking responsibility for outcomes, and receiving regular feedback.
The HR team will analyze jobs as part of the change process, and HR must choose the best technique for the situation. HR needs to know what the incumbents do in their jobs. HR also needs behavioral descriptions from which to build new performance appraisal systems and training programs.
Finally, RII is looking at current staffing practices and trying to decide what type of workforce is best for the future. The business is highly technical and requires highly experienced employees, but product demand is volatile. Demand can double or be cut in half from one year to the next, depending on the economy and competitors' actions. Innovation is key in RII's product development. In order to manage all the HR information generated for and during the change, RII has initiated an HRIS system.
Refer to Additional Case 2.3. Managers at RII will most likely use the HRIS for which of the following activities?
A) Conducting performance appraisals
B) Tracking production and labor expenses
C) Structuring and graphing the hierarchy of the organization
D) Matching employee skills to new positions that emerge within the company