Exam 8: Training Human Resources

In the ____ phase of the training process,organizational and employee performance issues are considered to determine if training can help.

Alicia will be traveling extensively in Brazil for her employer.Alicia knows no Portuguese and she will be traveling in areas where there will be few fluent English speakers.Alicia's employer is sending her to a two-week language immersion program,where Alicia will be in a totally Portuguese-speaking environment.This would be classified as massed practice.

Molly,a customer service representative for an insurance company,was rude to a confused and agitated customer who called the help line.The customer immediately contacted Molly's supervisor and lodged a complaint.Molly's supervisor then reprimanded Molly and recorded the incident in Molly's file.Molly vowed to herself to never make that mistake again "even if the caller is a lunatic." This is an example of