Before setting the objectives of L&D, managers should

evaluate the implemented programs.
identify learning goals that will reduce skill gaps.
determine the needs or skill gaps that need to be improved.
develop L&D materials to be used in achieving learning goals.

determine the needs or skill gaps that need to be improved

Explanation
The first step in L&D—assessment—is to figure out the organization's most pressing L&D needs.

Part of Mirren's role as operations manager is to make sure the company isn't wasting energy or creating excessive pollution in their operations.

Managing for Sustainable Development—The Business of Green

Danica interviews many different types of people in her role. With today's rapidly changing workforce, she knows it's important to hire the best person for each job opening she is filling.

Managing for Inclusion and Diversity—The Future Won't Resemble the Past

As head of the marketing department, Anthony makes an extra effort to be sure the company's advertising campaigns highlight its most cutting-edge innovations.

Managing for Competitive Advantage—Staying Ahead of Rivals

When Olivia started with the company, everyone worked a standard 8 to 5 workday and everyone knew each other. Today, some workers rarely come to the office to do their work, but Olivia embraces the opportunities these arrangements provide.

Managing for Technological Advances—Dealing with the "New Normal"

Xamira has been proactive in her role as sales manager by providing her sales force with training opportunities to help them better communication with sales leads from unfamiliar cultures.

Managing for Globalization—The Expanding Management Universe

When it comes to managing his employees, Tyler always goes the extra mile to build teamwork and camaraderie among his employees.

Managing for Happiness and Meaningfulness

Even though he knows they are good people, Fred has to monitor his sales employees' activities to make sure they haven't crossed any lines in trying to win new business.

Managing for Ethical Standards

Samantha, a CEO, was reviewing her firm's budget. She was surprised to see that about 30% of the compensation budget was allocated to fringe benefits. Brandon, the vice president of HR, was correct in explaining that this proportion is typical for private industry.

True or False

True

Explanation:
Benefits are no small part of an organization's costs. In December 2019, private industry spent an average of $34.72 per hour worked in employment compensation, of which wages and salaries accounted for 70.1% and benefits the remaining 29.9%.

The ________ enforce(s) procedures allowing employees to vote to have a union and for collective bargaining.

Occupational Safety and Health Administration

National Labor Relations Board

Equal Employment Opportunity Commission

Fair Labor Standards Act

National Labor Relations Board

Explanation:
Legislation passed in 1935 (the Wagner Act) resulted in the National Labor Relations Board, which enforces procedures whereby employees vote to have a union and for collective bargaining.

Amaia has been the plant manager of the Bakersfield facility for six years. Recently, the director of operations asked Amaia to be the plant manager of the Santa Ana facility. Amaia has received a promotion.

True or False

False

Explanation:
Transfer is movement of an employee to a different job with similar responsibility.

________ are organizations of employees formed to protect and advance their members' interests by bargaining with management over job-related issues.

Safety boards
Mediators
Labor unions
Arbitration boards

Labor unions

Explanation
Labor unions are organizations of employees formed to protect and advance their members' interests by bargaining with management over job-related issues.

Learning to listen and resisting defensiveness are steps toward becoming

better at receiving feedback.
more resilient.
better at making decisions.
a more critical thinker.

better at receiving feedback.

Explanation
Becoming a better feedback receiver takes some effort, including learning to listen and practicing self-compassion rather than defensiveness.

________ capital is the economic or productive potential of strong, trusting, and cooperative relationships.

Personal
Relational
Human
Social

Social

Explanation:
Social capital is the economic or productive potential of strong, trusting, and cooperative relationships.

Over 80% of workers feel their companies could do better to integrate and transition employees into new jobs by making them familiar with corporate policies, procedures, cultures, and politics by clarifying work-role expectations and responsibilities.

True or False

True

Explanation
Unfortunately, only about 12% of workers surveyed in a recent study strongly agreed that their organizations were doing a great job onboarding new employees.

________ capital is the economic or productive potential of employee knowledge and actions.

Labor
Relational
Human
Social

Human

Explanation
Human capital is the economic or productive potential of employee knowledge and actions.

Baran wants to begin drug testing applicants before he hires them to work for his hotel. Which of the following is true and sound advice for Baran?

Baran should test every applicant in the pool or none at all.
Baran should begin drug testing because an increasing number of employers are drug testing applicants.
Drug testing is prohibited by federal law, but it is permitted in most states.
Drug testing is prohibited by law, but alcohol testing is permitted.

Baran should test every applicant in the pool or none at all.

Explanation
Employers have a right to maintain drug-free and alcohol-free work environments. Employers should not engage in selective testing. Either every candidate in the pool gets tested or no one gets tested.

Adaptive change is the introduction of a practice that is new to the organization.

True or False

False

Explanation
Adaptive change is reintroduction of a familiar practice—the implementation of a kind of change that has already been experienced within the same organization. Innovative change is the introduction of a practice that is new to the organization.

________ is the intervention phase of the OD process.
Multiple Choice
Adaptation
Diagnosis
Treatment
Evaluation

Treatment

Explanation
Intervention, or treatment, is the attempt to correct the diagnosed problems.

A(n) ________ change involves introducing a practice that is new to the industry, such as using drones (rather than delivery trucks) to deliver products to customers.

radically innovative
innovative
reactive
adaptive

radically innovative

Explanation
Radically innovative change involves introducing a practice that is new to the industry.

When there is a climate of mistrust, employees

are more likely to build strong relationships.
focus only on individual incentives.
are less likely to accept change.
tend to create conflict.

are less likely to accept change.

Explanation
Mistrust encourages secrecy, which causes deeper mistrust, putting even well-conceived changes at risk of failure. Employees who feel fairly treated by managers during change are less likely to resist.

The marketplace is becoming less homogeneous and moving toward more niche products.

True or False

True

Explanation
In the recent past, managers could think in terms of mass markets—mass communication, mass behavior, and mass values. Now we have "demassification," with customer groups becoming segmented into smaller and more specialized groups responding to more narrowly targeted commercial messages.

Kylie has been practicing repeating phrases such as, "I know I don't wear the latest fashions, but I am comfortable. Surely others feel like I do." Her boss has also told her to consider meditation as it can help her practice these

self-affirmations.
change agent characteristics.
adaptive changes.
interventions

self-affirmations.

Explanation
Self-affirmations are positive statements that can help you focus on goals, get rid of negative, self-defeating beliefs, and program your subconscious mind.

Although they may be subtle, when considering forces for change, job dissatisfaction, absenteeism, and low productivity represent

technological advancements.
demographic characteristics.
managers' behavior.
human resources concerns.

human resources concerns.

Explanation
Internal forces affecting organizations may be subtle, such as low job satisfaction, or more dramatic, such as constant labor-management conflict. Job dissatisfaction—as expressed through high absenteeism and turnover—can be a major signal of the need for change. As the firm's strategy evolves, a strategic HRM perspective suggests the need to evaluate existing human and social capital and the HR practices being used to generate them.

A ________ is a consultant with a background in behavioral sciences who can be a catalyst in helping organizations deal with old problems in new ways.

change agent
development counselor
modification expert
conversion specialist

change agent

Explanation
Often organizational development (OD) is put into practice by a person known as a change agent, a consultant with a background in behavioral sciences who can be a catalyst in helping organizations deal with old problems in new ways.

A product innovation is a change in the way a product or service is conceived, manufactured, or disseminated.

True or False

False

Explanation
A process innovation is a change in the way a product or service is conceived, manufactured, or disseminated.

Much to the chagrin of established firms, one clear supertrend is that products and services must get to market faster because

more competitors are offering targeted products.
knowledge is the new competitive advantage.
it takes lots of resources to survive disruptive innovation.
globalization is transforming whole industries.

more competitors are offering targeted products.

Explanation
Many of the big, established companies are experiencing a "head slap" moment because the start-ups that didn't concern them five years ago are now coming out in a "bee swarm." They seem to have come out of nowhere, and they seem to be moving fast with no resources. And they seem not to be weighed down by the baggage of their own success, like bigger firms are. Some of these competitors may be in and out of a market in a matter of days or months—like pop-up stores, "here today, gone tomorrow" retailers.

Tardiness, accidents, sexual harassment, and white-collar crime are examples of

organizational citizenship behaviors.
counterproductive work behaviors.
causal attributions.
self-fulfilling prophecies.

counterproductive work behaviors.

Explanation
Counterproductive work behaviors are types of behavior that harm employees and the organization as a whole. Such behaviors may include absenteeism and tardiness, drug and alcohol abuse, and disciplinary problems but also extend to more serious acts such as accidents, sabotage, sexual harassment, violence, theft, and white-collar crime.

Noah is quick to point out all the reasons why something won't work, yet he seldom poses ways to resolve these problems. This can go on for days at a time. As his manager, you are working with him to accept developmental feedback. Because Noah is a ________, this might be challenging.

debater
complainer
blamer
porcupine

complainer

Explanation
Complainers point out the problems in a situation but rarely provide solutions of their own.

To be effective, a leader must understand the ________ aspects of the organization such as values, attitudes, and personalities.

behavioral
informal
formal
cognitive

informal

Explanation
The informal aspects are the focus of the interdisciplinary field known as organizational behavior (OB), which is dedicated to better understanding and managing people at work.

If you completed an online training to improve your empathy, you would be targeting which dimension of emotional intelligence?

relationship management
social awareness
self-management
self-awareness

social awareness

Explanation
Within emotional intelligence (EI), social awareness includes empathy, allowing you to show others that you care, and organizational intuition, so you keenly understand how your emotions and actions affect others.

Knowledge, courage, patience, and honesty are examples of

values.
behaviors.
attitudes.
personality traits.

values.

Explanation
Values are abstract ideals—global beliefs and feelings—that are directed toward all objects, people, or events.

________ is the tension people feel when they are facing or enduring extraordinary demands, constraints, or opportunities and are uncertain about their ability to handle them effectively.

Burnout
Role conflict
Stress
Role overload

Stress

Explanation
Stress is the tension people feel when they are facing or enduring extraordinary demands, constraints, or opportunities and are uncertain about their ability to handle them effectively.

Undocumented immigrants make up about 20 percent of the U.S. workforce.

True or False

False

Explanation
Undocumented immigrants represent less than 5% of the civilian workforce.

When much of her work was automated with a new computerized system, Louisa became unsure of her ability to do her job. Nisa, her boss, has been mentoring her to improve her

learned helplessness.
conscientiousness.
internal locus of control.
self-efficacy.

self-efficacy.

Explanation
Self-efficacy is a belief in one's personal ability to do a task. It's about your personal belief that you have what it takes to succeed. Employees' expectations can be improved through guided experiences, mentoring, and role modeling.

Those who have the Type A behavior pattern are involved in a chronic, determined struggle to accomplish more in less time.

True or False

True

Explanation
Those who have the Type A behavior pattern are involved in a chronic, determined struggle to accomplish more in less time.