'Tell me about a time when you dealt with a difficult customer. How did you handle their complaints?
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Question

"Tell me about a time when you dealt with a difficult customer. How

did you handle their complaints?" Such a question is typical of:
Group of answer choices




behaviorally-based interviewing


a panel interview


a stress interview


a structured interview
 


Question 21


If there is a strong positive correlation between a test score and subsequent performance, we can conclude that:






the test is a good predictor of performance


the test is a poor predictor of performance


the test is unrelated to performance


the test is probably inappropriate to use


Question 22


 
As part of your management training program, you spend 6 months in marketing, 6 months in human resources, 6 months in accounting, and 6 months in production. This
job development method is called:






apprenticeship


job rotation


adventure training


vestibule training
 


Question 23


Compared to employee development, employee training is more:






present-day oriented


job-specific


narrow in its focus


all of the above




Question 24


All of the following could be used as part of a realistic job preview EXCEPT:






promotional film by a motivational expert


plant tour


films of actual work


work sampling


Question 25


If a selection method used to screen potential employees has good test-retest reliability, I would expect that:






scores obtained on each administration of the test would be very similar


scores obtained on each administration of the test would differ


the test would be an excellent predictor of actual work performance


the test would have high internal validity
 
Question 26


As part of the assessment process, each employee participating in training is evaluated both before and after the training program. What type of evaluation is being utilized?






post-training performance method


pre-post training performance with control group method


pre-post training performance method


subjective, non-performance based evaluation method
 


Question 27


Which of the following is true of the traditional face-to-face, one-on-one interview?






Much information is rapidly forgotten by the interviewer


A relatively rapid first impression of the applicant is made, based more on compatibility than qualifications


Negative information about the applicant is attended to more closely


all of the above are true
 


Question 28


Which of the following would NOT be considered an objective measure of performance?






the number of errors made and the number of words types per minute by a secretary


the dollar value of the products sold by a salesperson


the number of calls completed by a telemarketing representative


the quality of service provided to a customer by a retail clerk
 


Question 29


In rating your employees, you must utilize a system where 10% are
rated "superior" and "poor", 20% are rated "above average" and "below
average" and 40% are rated as "average". You are utilizing a
______rating method.






forced choice


forced distribution


objective


BARS
 


Question 30


When the points on a rating scale are defined by specific behaviors as
opposed to general adjectives, the rating scale being used is probably a(n):






behaviorally anchored rating scale


forced choice rating scale


subjective rating scale


performance rating scale
 


Question 31


Out of the following, which is the most commonly utilized appraisal technique?






forced-choice appraisal


adjective rating scale (graphic rating scale)


group order ranking


BARS
 


Question 32


Since I see you as intelligent and reliable, I rate all dimensions of your performance
"very good" or "excellent" without really considering each individual dimension. In
doing so, I am demonstrating a(n):






halo error


central tendency error


similarity error


inflationary error
 


Question 33


Your job performance is evaluated by supervisors, peers, subordinates, customers,
janitors, cafeteria workers, the UPS delivery personnel, etc., etc. You are
being subjected to what type of performance appraisal?






a very annoying one


a 360-degree appraisal


an upward appraisal


a selective rating appraisal
 


Question 34


Membership-based rewards:






are given to outstanding employees only


are based on employee performance


are given to all employees regardless of performance


never include financial compensation
 


Question 35


In a competency-based compensation program, employees are rewarded based on their:






seniority


skills, knowledge, and behaviors


performance in teams and groups


productivity only
 


Question 36


Which of the following voluntary benefits is most commonly offered by employers?






vacation time


child care


tuition assistance


profit sharing
 
Question 37
Which of the following is NOT a legally mandated benefit?






Social Security


Unemployment compensation


Worker's compensation


Health insurance
 


Question 38


MBO involves all of the following steps EXCEPT:
Group of answer choices




periodic reviews


goal setting


action planning


corrective discipline
 
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Question 39
2 pts
Generally, accidents in an organization are most likely to be caused by:
Group of answer choices




equipment failure


faulty tools


human error


each of these factors is responsible for a roughly equal number of accidents
 


Question 40


"Sick building" syndrome can result in:






lowered productivity


persistent headaches


breathing problems


any or all of the above
 


Question 41


An organization utilizing ergonomic principles is attempting to:






fit the work environment to the individual


redesign the work environment to make it more attractive


cut costs by using the same equipment for every employee


control the problems associated with sick building syndrome


Question 42


Which of the following is NOT a recommended measure for preventing workplace
violence?






Train supervisors to identify troubled employees and refer them for help


Improve security measures, such as hiring guards and installing surveillance
equipment


Establish EAP's to help troubled employees


Have local police officers make frequent visits to the business site
 


Question 43


Of the following organizational variables, which would NOT be related to the
experience of "burnout"?






boredom


physically exhausting work


emotionally exhausting work


dehumanized, meaningless work
 
Question 44


High levels of stress correlate with which employee behaviors?




increased absenteeism and turnover


increased possibility of substance abuse


decreased productivity


all of the above


Question 45


The typical collegiate group presentation is which each group member receives the same grade regardless of individual effort is reflective of the organizational practice of:






broad-banding


team-based compensation


competency-based compensation


pay-for-performance
 


Question 46


Employee benefits typically add how much to the average organization's payroll costs?






about 10-15%


about 20-40%


about 80%


a negligible amount
 


Question 47


The second leading cause of workplace death in the United States is:






equipment failure


workplace violence


accidents, vehicular and otherwise


exposure to hazardous materials
 


Question 48


Of the following, which would probably be the most effective measure management can take to reduce workplace stress?






hold frequent stress awareness seminars


offer employees on-site stress relief, such as acupuncture and massage


make sure employees are properly matched to their jobs


do not offer employees any opportunity to participate in decision-making and other types of job participation so they don't have too much responsibility on their shoulders
 


Question 49


When organizations offer family-friendly benefits such as flextime and family leave, what typically results?






most individuals without families leave the organization


morale typically decreases


absenteeism typically decreases


work quality and productivity decrease
 


Question 50


The problem for which employees are most frequently referred to an EAP (Employee Assistance Program) is:
Group of answer choices




Depression


Alcohol or drug abuse


Marital issues


Generalized anxiety

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