ADM 2337 UPDATED Exam Questions and
CORRECT Answers
Training vs. Development - CORRECT ANSWER- Training - tends to be more narrowly
focused and oriented toward short-term performance concerns.
Development - broadening an individual's skills for future responsibilities.
Strategic Model of Training (ADIE) - CORRECT ANSWER- 1. Conducting the Needs
Assessment
2. Designing the Training Program
3. Implementing the Training Program
4. Evaluating the Training Program
Conducting the Needs Assessment - CORRECT ANSWER- Organization Analysis
Task Analysis
Person Analysis
Organization Analysis - CORRECT ANSWER- - Assess the environment, strategies, and
resources the firm faces (eg. new products, new skills, too many workplace injuries?)
Task Analysis - CORRECT ANSWER- The tasks performed in a job, the steps within each,
and the knowledge, skills, abilities required.
Person Analysis - CORRECT ANSWER- Which employees need training; and their
individual learning needs (eg. areas for development?)
Designing the Training Program - CORRECT ANSWER- Instructional objectives
> represent the desired outcomes of a training program
> Should be SMART
> After completing training, participants should be able to:
- Accurately describe the primary features of all phones that we support (Blackberry,
Android, Apple)
,- Follow the standard telephone script, without error
- Use active listening techniques to respond to a customer inquiry
- Successfully resolve a basic customer inquiry within 2 mins.
Implementing the Training Program - CORRECT ANSWER- Choosing the instructional
method
- Name of training
- Type of employees
- Organizational extent of training
- Importance of training outcomes
Training Methods for Non-Managerial Employees
- On-the-job training (OJT)
- Apprenticeship training
- Cooperative training, internships
- Classroom instruction
- Programmed instruction (self-directed learning)
- Audiovisual methods
- Simulation method
- E-learning
Evaluating the Training Program - CORRECT ANSWER- Measuring the program
effectiveness
- Criterion 1: Reactions
- Criterion 2: Learning
- Criterion 3: Behaviour
- Criterion 4: Result, or Return on Investment (ROI)
Performance Management vs. Performance Evaluations - CORRECT ANSWER-
Performance Management - creating a work environment in which people can perform to the
best of their abilities.
Vs.
, Performance Evaluations (appraisals/reviews) - "the result of an annual or biannual process in
which a manager evaluates an employee's performance relative to the requirements of his or
her job...and uses the info to show the person where improvements are needed and why."
Purposes of Performance Appraisal - CORRECT ANSWER- - Developmental (primary
purposes)
- Administrative
Developmental Purposes of Performance Appraisal - CORRECT ANSWER- - Provide
performance feedback
- Identify individual strengths and weaknesses
- Recognize individual performance achievements
- Help employees identify goals
- Evaluate goal achievement of employees
- Identify individual training needs
- Reinforce authority structure
- Allow employees to discuss concerns
- Improve communication
- Provide a forum for leaders to help employees
Administrative Purposes of Performance Appraisal - CORRECT ANSWER- - Document
personnel decisions
- Promote employees
- Determine transfers and assignments
- Identify performance problems and develop ways to correct them
- Make retention, termination, and layoff decisions
- Validate selection criteria
- Meet legal requirements
- Evaluate training programs/progress
- Assist with human resources planning
- Make reward and compensation decisions
CORRECT Answers
Training vs. Development - CORRECT ANSWER- Training - tends to be more narrowly
focused and oriented toward short-term performance concerns.
Development - broadening an individual's skills for future responsibilities.
Strategic Model of Training (ADIE) - CORRECT ANSWER- 1. Conducting the Needs
Assessment
2. Designing the Training Program
3. Implementing the Training Program
4. Evaluating the Training Program
Conducting the Needs Assessment - CORRECT ANSWER- Organization Analysis
Task Analysis
Person Analysis
Organization Analysis - CORRECT ANSWER- - Assess the environment, strategies, and
resources the firm faces (eg. new products, new skills, too many workplace injuries?)
Task Analysis - CORRECT ANSWER- The tasks performed in a job, the steps within each,
and the knowledge, skills, abilities required.
Person Analysis - CORRECT ANSWER- Which employees need training; and their
individual learning needs (eg. areas for development?)
Designing the Training Program - CORRECT ANSWER- Instructional objectives
> represent the desired outcomes of a training program
> Should be SMART
> After completing training, participants should be able to:
- Accurately describe the primary features of all phones that we support (Blackberry,
Android, Apple)
,- Follow the standard telephone script, without error
- Use active listening techniques to respond to a customer inquiry
- Successfully resolve a basic customer inquiry within 2 mins.
Implementing the Training Program - CORRECT ANSWER- Choosing the instructional
method
- Name of training
- Type of employees
- Organizational extent of training
- Importance of training outcomes
Training Methods for Non-Managerial Employees
- On-the-job training (OJT)
- Apprenticeship training
- Cooperative training, internships
- Classroom instruction
- Programmed instruction (self-directed learning)
- Audiovisual methods
- Simulation method
- E-learning
Evaluating the Training Program - CORRECT ANSWER- Measuring the program
effectiveness
- Criterion 1: Reactions
- Criterion 2: Learning
- Criterion 3: Behaviour
- Criterion 4: Result, or Return on Investment (ROI)
Performance Management vs. Performance Evaluations - CORRECT ANSWER-
Performance Management - creating a work environment in which people can perform to the
best of their abilities.
Vs.
, Performance Evaluations (appraisals/reviews) - "the result of an annual or biannual process in
which a manager evaluates an employee's performance relative to the requirements of his or
her job...and uses the info to show the person where improvements are needed and why."
Purposes of Performance Appraisal - CORRECT ANSWER- - Developmental (primary
purposes)
- Administrative
Developmental Purposes of Performance Appraisal - CORRECT ANSWER- - Provide
performance feedback
- Identify individual strengths and weaknesses
- Recognize individual performance achievements
- Help employees identify goals
- Evaluate goal achievement of employees
- Identify individual training needs
- Reinforce authority structure
- Allow employees to discuss concerns
- Improve communication
- Provide a forum for leaders to help employees
Administrative Purposes of Performance Appraisal - CORRECT ANSWER- - Document
personnel decisions
- Promote employees
- Determine transfers and assignments
- Identify performance problems and develop ways to correct them
- Make retention, termination, and layoff decisions
- Validate selection criteria
- Meet legal requirements
- Evaluate training programs/progress
- Assist with human resources planning
- Make reward and compensation decisions
