training and development 14 q test
Choose the single best answer for each of the questions in the Week 4 Training and Development Test.
Fundamentals of Human Resources Management, Chapter 7. Author: Garry DessleBottom of Form
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Scenario:
You are the new Director of the Staff Training and Development Unit for Consolidation Tech Plus (CTP), Inc. You have received a memorandum from the Human Resource Director stating Customer Service Unit # 5 has not met the performance standards set forth during orientation. The Director has raised concerns about the orientation process and the new hire customer service training. Currently, you have HR Program Assistance conducting the new hire orientation. CTP has decided to transition to a more modern orientation. In addition to the performance issues, the unit has started receiving a high number of customer service complaints. You have been asked to manage the development and conducting of training, specifically for Customer Service Unit # 5 in order to address the issues raised in the memorandum.
As you were conducting initial research into the customer service unit you learned that, John Hicks, vice president of sales at CTP, manages a sales team of 10 employees. Members of John’s sales force vary in experience level. Four members of the sales team have worked at CTP for less than 1 year. The other six salespeople have been with CTP anywhere from 3 to 7 years. John recently received the annual sales report and noticed that sales have been dropping steadily over the last 6 months. John is considering the idea of requesting training for his sales team to boost sales. John has come to seek guidance regarding possible training. You have assigned Nathan, your top Corporate Trainer, the task of reviewing these training requests.
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