Researching changing consumer needs and desires for airline travel is a key aspect of American Airlines' business plan. Which of the following HR planning activities BEST supports this practice?

Group of answer choices

Forecasting labor supply.

Environmental scanning.

Compensation surveys.

Demographic studies.

Forecasting labor demand.

Flag question: Question 2

Question 2 1 pts

Executives at AA have decided to conduct a human resource audit. A human resource audit can help them determine the .

Group of answer choices

ROI of human resource activities.

Effectiveness of human resource functions.

Asset value of employees.

Economic contribution of employee behavior.

Level of customer satisfaction.

Flag question: Question 3

Question 3 1 pts

There have been various problems identified between HR strategy and corporate strategy. Which of the following does American Airlines NOT have?

Group of answer choices

HR is viewed as soft and too people-oriented.

HR has traditionally been viewed as an opponent of corporate management.

The lack of respect of HR managers' professional and educational credentials.

The lack of HR metrics.

American Airlines has all of the above problems.

Flag question: Question 4

Question 4 1 pts

American Airlines was moving towards a ________ organizational structure:

Group of answer choices

Flatter.

Vertical.

Matrix.

Network.

None of the above.

Flag question: Question 5

Question 5 1 pts

Some organizations choose to grow through mergers and acquisitions. The major challenge to this approach is:

Group of answer choices

Meshing organizational cultures.

Compensation parity.

Merging seniority lists.

Authority levels.

Performance management systems.

Flag question: Question 6

Question 6 1 pts

The HR foundation of any successful organization, including American Airlines, is:

Group of answer choices

Job analysis.

Pay structure.

Competency-based job descriptions.

Competitive pay structure.

Effective recruitment program.

Flag question: Question 7

Question 7 1 pts

Going forward, AA wants to ensure that it pursues a strategic human resource management approach. Which of the following activities would demonstrate a strategic human resource management approach aligned with AA's goal of cost reduction?

Group of answer choices

Stressing efficiency in HR operations.

Reducing turnover.

Providing training that eliminates rework.

Offering incentivies aimed at improving productivity.

All of the above would demonstrate a strategic HRM approach.

Flag question: Question 8

Question 8 1 pts

The outside environment represents a set of forces containing opportunities and threats. Which of the following would NOT be considered an outside environmental force?

Group of answer choices

Labor market conditions.

Employee satisfaction.

Political forces.

International market changes.

Laws and regulations.

Flag question: Question 9

Question 9 1 pts

Human resource strategy is now considered to be closely allied or linked to overall:

Group of answer choices

Corporate strategy.

Business plans.

Performance appraisal.

Job analysis.

Onboarding process.

Flag question: Question 10

Question 10 1 pts

Which of the following type of firm aggressively seeks to develop both new products and new markets?

Group of answer choices

Defender.

Prospector.

Analyzer.

Reactor.

All of the above.

Flag question: Question 11

Question 11 1 pts

What is the best mix of selection and training to meet American Airlines' strategic staffing goals?

Group of answer choices

Externally recruit both pilots and other employees who have prior experience and training, instead of training up current employees internally.

Use internal training to meet staffing needs (both pilots and other employees), instead of externally recruiting people who have prior experience and training.

Use internal training and external recruiting in equal numbers for both pilots and other employees.

Externally recruit pilots who have prior experience and training, while training up other employees internally.

Externally recruit support employees who have prior experience and spend the funds necessary to train up pilots.

Flag question: Question 12

Question 12 1 pts

What is the key core competency that American Airlines executives said the company must have in order to survive?

Group of answer choices

Low labor costs.

Customer service.

Renegotiate the contract.

Better recruiting strategy.

Superior training program.

Flag question: Question 13

Question 13 1 pts

Which of the following HR activities implemented by American Airlines WOULD FAIL to support the business strategy?

Group of answer choices

Employee participation.

Quality of worklife.

Peak Performance through Commitment (PPC).

Two-tiered pay structure.

All of the above.

Flag question: Question 14

Question 14 1 pts

Why would American Airlines pursue a two-tiered pay structure?

Group of answer choices

Lower labor costs in long run.

Lower labor costs in short term.

Satisfy union demands.

Increase employee satisfaction.

Comply with federal regulations.

Flag question: Question 15

Question 15 1 pts

According to the case, what is American Airlines' next challenge?

Group of answer choices

Control labor costs.

Reduce EEO liability.

HR planning.

Quality of worklife (QWL).

None of the above.

Flag question: Question 16

Question 16 1 pts

Which of the following actions would have the MOST negative impact on customer service at American Airlines?

Group of answer choices

Implementing six-sigma processes

Empowering frontline employees

Reducing staffing levels

Reducing the level of employee turnover

Measuring HR effectiveness

Flag question: Question 17

Question 17 1 pts

Which of the following HR activities implemented by American Airlines would be MOST effective in reducing costs and improving productivity?

Group of answer choices

Peak Performance through Commitment (PPC).

Committing To Leadership.

Two-tiered pay structure.

IdeAAs in Action.

All of the above.

Flag question: Question 18

Question 18 1 pts

Which of the following approaches would be the best way to assess HR effectiveness at American Airlines?

Group of answer choices

HR Audit.

Benchmarking.

Balanced scorecard.

Employee satisfaction surveys.

All are helpful; there is no single best way.

Flag question: Question 19

Question 19 1 pts

Which of the following types of training would be the BEST choice for American Airlines to enhance employee creativity in responding to unexpected customer challenges?

Group of answer choices

Multimedia presentations.

Computer-assisted instruction.

Outside meetings and conferences.

Distribution of reading materials.

Role-playing.

Flag question: Question 20

Question 20 1 pts

Success as a leader depends not only on technical knowledge, but also on emotional intelligence ("EI" or "EQ") - the ability to perceive, control, and evaluate emotions. Which of the following is NOT a component of "EI"?

Group of answer choices

Self-regulation.

Self-awareness.

Self-actualization.

Self-motivation.

Social skills.

Flag question: Question 21

Question 21 1 pts

The validity technique that uses current employees to validate its selection tool is called:

Group of answer choices

Concurrent validity.

Predictive validity.

Content validity.

Validity generalization.

None of the above.

Flag question: Question 22

Question 22 1 pts

An interview is conducted as a part of nearly all hiring programs. This would BEST be validated by:

Group of answer choices

Concurrent validity.

Predictive validity.

Content validity.

Validity generalization.

None of the above.

Flag question: Question 23

Question 23 1 pts

To consider a multi-item, unidimensional test reliable in generally accepted practice, it must show a reliability coefficient (Cronbach's alpha) of at least:

Group of answer choices

1.00

.80

.60

.40

.20

Flag question: Question 24

Question 24 1 pts

Tests used to screen applicants for employment must demonstrate both reliability and:

Group of answer choices

Cost-effectiveness.

Court approval.

Inter-rater agreement.

Validity.

Standardization.

Flag question: Question 25

Question 25 1 pts

A researcher in American Airlines' HR department randomly sampled 30 recent MBA graduates and recorded their starting salaries in the AA system. Of primary interest to the researcher was the effect of gender on starting salaries. The analysis showed the following: Hypothesized difference (female vs. male samples) = 0. Significance threshold = 0.05. Population 1 (female sample): N = 18; sample mean = $48,266.70; sample standard deviation = $13,577.63. Population 2 (male sample): N = 12; sample mean = $55,000.00; sample standard deviation = $11,741.29. Difference in means = -$6,733.30. Test statistic: t = -1.40193. Lower critical value (one-tailed test) = -1.70113; p-value = 0.085962. The researcher tried to show statistically that the female MBA graduates have a significantly lower mean starting salary than the male MBA graduates. The proper conclusion based on these test results is:

Group of answer choices

At = 0.10, the data show that the female and male subsamples are significantly different.

At = 0.10, the data show that the female sample has a lower mean starting salary than the male sample.

At = 0.10, the data show that the male sample has a lower mean starting salary than the female sample.

There is insufficient evidence to indicate whether there is any difference in mean starting salaries between the female and male samples.

None of these conclusions is correct.

Flag question: Question 26

Question 26 1 pts

American Airlines is a government contractor and hence must comply with Executive Order 11246 governing affirmative action. Nevertheless, this does NOT mean that American Airlines must:

Group of answer choices

Set goals time and tables, if underutilized with respect to a protected class.

Set strict quotas.

Prepare a written affirmative-action plan.

Conduct outreach activities.

American Airlines must do all of the above when complying with Executive Order 11246 on affirmative action.

Flag question: Question 27

Question 27 1 pts

Even though American Airlines has applied its policies equally to all employees, it can still lose a civil-rights lawsuit based on which of the following legal theories?

Group of answer choices

Disparate impact.

Comparable worth.

Willful OSHA violation.

Disparate treatment.

Negligence.

Flag question: Question 28

Question 28 1 pts

Safety is a critical factor for American Airlines. Which of the following would NOT be part of a good safety program?

Group of answer choices

Management commitment.

Employee awareness program.

OSHA compliance.

MSDS.

All of the above are part of a good safety program.

Flag question: Question 29

Question 29 1 pts

American Airlines has many workers with families. Family members become seriously ill from time to time. Which of the following acts protects these employees should they need time off to care for a seriously ill family member?

Group of answer choices

ADA.

COBRA.

Equal Pay Act.

FMLA.

None of the above.

Flag question: Question 30

Question 30 1 pts

American Airlines must comply with federal and state laws. Which of the following laws requires the employer make a "reasonable accommodations"?

Group of answer choices

Civil Rights Act.

Americans with Disabilities Act

Fair Labor Standards Act.

Dodd-Frank Act.

None of the above acts requires a reasonable accommodation.

Flag question: Question 31

Question 31 1 pts

Drug screening is required for all safety-sensitive employees in the aviation industry. When should AA conduct drug screening?

Group of answer choices

During the pre-employment interview process.

After a contingent job offer has been made.

At any time before the employee starts work.

During employee orientation.

Whenever AA desires to do it.

Flag question: Question 32

Question 32 1 pts

A 45-year-old ticketing agent is selected over an older candidate for a supervisory position. The older candidate believes that he was passed over because of his age. The collective-bargaining agreement does not include any provisions on age-based discrimination. Can the older employee challenge the decision?

Group of answer choices

Yes, but only if the union agrees with him.

No, because a clause addressing age-based discrimination must be present in the collective-bargaining agreement in order for the older employee to challenge the decision.

No, because the ADEA only protects older employees from discrimination if the younger employee is less than 40 years old.

Yes, because the ADEA protects against older employees from discrimination, even if the younger employee involved is likewise over age 40.

Yes, as long as he looks significantly older than the 45-year-old employee.

Flag question: Question 33

Question 33 1 pts

American Airlines employs people of various religious backgrounds. A one-year customer service employee, who is Muslim and must pray at special times throughout the day, has complained to her supervisor that there is nowhere to pray during the workday. What is the company's responsibility in this matter?

Group of answer choices

American Airlines has no legal obligation to do anything if at the time of hire she did not report the fact she is Muslim and needs accommodation.

Management should solve the problem in the way that the employee dictates, as that is the law under the Civil Rights Act of 1964, as amended.

Management must attempt to accommodate the employee in some manner, as long it does not cause the company undue hardship.

Management must accommodate the request in some manner, no matter what it takes.

Management should refuse to accommodate the employee on the grounds that doing so would show a preference for religion and set an unhealthy precedent for accommodating all sorts of employee needs, such as childcare and dental appointments.

Flag question: Question 34

Question 34 1 pts

American Airlines has an effective recruitment policy, which includes a personal interview. If this interview screens out a disproportionate percentage of members of a protected class, it is an example of:

Group of answer choices

BFOQ.

Reasonable accommodation.

Disparate impact.

Disparate treatment.

Underutilization.

Flag question: Question 35

Question 35 1 pts

A female ticketing agent confided to another employee that she had recently had an abortion and that her short-lived pregnancy explained why she had missed work so often recently. The word got around, and some of the supervisors found out about it. Gradually, some supervisors' behavior toward her turned cold, and some people in the company failed to notify her when certain workplace opportunities came up. Which of the following is true about the current pattern of events?

Group of answer choices

It may lead to a case of discrimination under the Pregnancy Discrimination Act of 1978.

It may lead to a case of discrimination under the Equal Gender Utilization Act of 1963.

It cannot lead to a case of discrimination because the Civil Rights Act of 1964, as amended, does not address abortion.

It may only lead to a case of discrimination if she becomes pregnant again.

It is already a case of discrimination, because she is female, and the company is treating her differently from her male counterparts.

Flag question: Question 36

Question 36 1 pts

Management and labor at American Airlines (and many other large unionized companies) typically approach the wage issue in collective bargaining in terms of .

Group of answer choices

An adversarial relationship.

Conjunctive or distributive bargaining (win-lose).

Integrative or co-operative bargaining (win-win).

A and B but not C

None of the above.

Flag question: Question 37

Question 37 1 pts

Quality of worklife is designed to make supervision less authoritarian. A practice that might NOT encourage this included:

Group of answer choices

Employee participation in decision making.

Local management commitment.

Effective delegation.

Pressures of cost reduction.

Supervisors' being unwilling to share information.

Flag question: Question 38

Question 38 1 pts

Why would the Union, as an institution, have objection to American Airlines management's proposal for a two-tiered wage structure if that proposal protects its current members from possible immediate wage cuts and/or layoffs?

Group of answer choices

Two-tiered wage could produce immediate disunity among union members.

Two-tiered wage could lead to short-term reduction in union dues revenue.

Two-tiered wage could lead to reduced benefits for current union members.

Two-tiered wage could lead to disunity among union membership in the long term.

None of the above.

Flag question: Question 39

Question 39 1 pts

Employees and managers have expressed mixed opinions about the effectiveness of American Airlines' quality-of-worklife (QWL) program. This could be due to .

Group of answer choices

Employee resistance to the concept of empowerment.

The lack of monetary incentives to encourage compliance.

Quality concerns.

Tension between the need for control and the desire to empower employees.

The exclusion of pilots from the program.

Flag question: Question 40

Question 40 1 pts

Which of the following represents the relative bargaining power, from MOST to LEAST, among employee unions at American Airlines?

Group of answer choices

Mechanics, flight attendants, pilots.

Pilots, flight attendants, mechanics.

Mechanics, pilots, flight attendants.

Pilots, mechanics, flight attendants.

Flight attendants, mechanics, pilots.

Flag question: Question 41

Question 41 1 pts

Mediation is one option available to assist American Airlines and its unions in forging collective-bargaining agreements. Which of the following is NOT true of mediation?

Group of answer choices

Mediation may occur even if only one party wishes to engage the mediator in the negotiation process.

The principal function of the mediator is to facilitate communication between the parties.

One's effectiveness as a mediator is largely dependent upon one's skill and personal integrity.

A mediator has the authority to force the parties to agree to a reasonable solution.

A mediator may only recommend, not enforce, solutions between parties.

Flag question: Question 42

Question 42 1 pts

Courts consider the grievance and arbitration clause in the typical collective-bargaining agreement to be a quid pro quo for the ________ clause in the agreement.

Group of answer choices

Struck-work.

Zipper.

No-strike.

Union recognition.

Successor employer.

Flag question: Question 43

Question 43 1 pts

If one remaining union at American Airlines is unable to replicate the gains achieved by the Pilots' Association, union member dissatisfaction may lead to a move to decertify the union. Which of the following is NOT true about the union decertification process?

Group of answer choices

At least 30% of a bargaining unit's members must sign a petition to initiate a decertification election.

Decertification requires approval of a simple majority of the bargaining unit's members.

The employer may not petition for the decertification election.

Union members may file a petition for a decertification election at any point at which they perceive union performance as unsatisfactory.

If employees are unhappy with their union, management can suggest that they pursue decertification.

Flag question: Question 44

Question 44 1 pts

American Airlines QWL program was changing the psychological contract. Which of the following is NOT a characteristic of a psychological contract?

Group of answer choices

Actively soliciting employee opinions.

Pay and benefits.

Opportunities for growth, development, and training.

Mutual respect.

Equitable treatment.

Flag question: Question 45

Question 45 1 pts

The Pilots' Association, seeking improvements in wages and benefits, was the first to enter into negotiations leading up to the 1990 agreements with American Airlines. The strategy of the other employee unions, to wait and see what the pilots would be able to obtain before setting bargaining goals for their own subsequent negotiations, is characteristic of:

Group of answer choices

Integrative bargaining.

Pattern bargaining.

Coalition bargaining.

Intra-organizational bargaining.

Attitudinal structuring.

Flag question: Question 46

Question 46 1 pts

Which of the following developments at American Airlines is likely to do the MOST to foster a strong ethical climate?

Group of answer choices

Large numbers of applications for entry-level jobs from highly educated people.

Management's commitment to and demonstration of the organization's stated core values.

Initiation of the two-tiered compensation scheme.

The quality-of-worklife program.

The quality emphasis in attracting business travelers.

Flag question: Question 47

Question 47 1 pts

Which of the following is MOST important as part of a safety program?

Group of answer choices

Incentives to increase awareness.

OSHA compliance.

Ergonomically structured workplaces.

Incident investigations.

Management commitment.

Flag question: Question 48

Question 48 1 pts

In the absence of a strong ethics program, American Airlines' two-tiered compensation scheme may make new employees feel as though they are on the wrong side of an unjust system. If this happens, they are likely to feel tempted to compensate through all EXCEPT which of the following?

Group of answer choices

Theft of company property.

Working harder.

Withholding effort.

Excessive absences.

Psychological adjustment.

Flag question: Question 49

Question 49 1 pts

Which of the following would represent an unethical practice at American Airlines?

Group of answer choices

Reducing executive pay as corporate profitability falls.

Requiring executives to demonstrate specific leadership principles to be eligible for bonuses.

Reducing dividends to shareholders as corporate profitability falls.

Increasing the length of time between scheduled maintenance inspections to reduce costs.

Implementing a two-tiered compensation program to control labor costs in the future.

Flag question: Question 50

Question 50 1 pts

Which of the following is NOT a reasonable ethical standard to guide HR managers in developing HR programs?

Group of answer choices

HR practices must result in the greatest good for the largest number of people.

Employment practices must preserve privacy, respect for consent, and free speech.

If HR goals are good, then however HR chooses to pursue them is also good.

Managers must treat employees fairly and equitably.

HR practices must emphasize due process.

Flag question: Question 51

Question 51 1 pts

One of the AA supervisors was heard to comment: "Carl, one of my employees, doesn't have the interpersonal skills needed to be a good customer service representative." This statement indicates a poor:

Group of answer choices

Person-organization match.

Person-job match.

Performance appraisal system.

Recruiting process.

Compensation system.

Flag question: Question 52

Question 52 1 pts

Which of the following statements is MOST true?

Group of answer choices

If undertaken correctly, employee selection can be accomplished without error, because all performance qualities can ultimately be measured if the employer is willing to try hard enough.

All estimates of an applicant's future performance are subject to error, but quantitative measures such as tests are always better than subjective measures, such as interviews.

All estimates of an applicant's future performance are subject to error, so subjective measures such as interviews should always be given greater weight than quantitative measures such as tests.

If undertaken correctly, employee selection will be accomplished such that the cost represented by the error of the selection tools plus the cost of measurement itself is minimized.

No amount of quantitative measurement of applicants' qualifications is ever useful, because applicants may go to great lengths to invent all of the information being used to evaluate them.

Flag question: Question 53

Question 53 1 pts

Under the Americans with Disabilities Act, which of the following staffing actions can American Airlines take prior to making a job offer?

Group of answer choices

Conducting a medical exam.

Inquiring if an applicant is disabled.

Inquiring if the applicant has ever been arrested.

Inquiring if the applicant is able to perform the essential job functions.

Inquiring if the applicant is married.

Flag question: Question 54

Question 54 1 pts

American Airlines CEO Robert Crandall eliminated certain jobs to cut costs. The FIRST step in determining how many and what jobs to eliminate would be:

Group of answer choices

External staffing.

HR planning.

Internal staffing.

Labor relations.

Job evaluation.

Flag question: Question 55

Question 55 1 pts

AA employees "did not make a million dollars but lived like millionaires." What important guidelines should employers consider to increase job satisfaction and retention?

Group of answer choices

Establish a lag pay policy for all employees.

Link rewards to retention behaviors.

Keeping core operations information secret.

Rewarding employees who report misconduct of others.

Randomly assign higher responsibility to employees.

Flag question: Question 56

Question 56 1 pts

A recruitment message presenting both positive and negative information about a job at American Airlines is called:

Group of answer choices

A realistic job preview.

Telling it like it is.

A targeted recruitment message.

A branded recruitment message.

A balanced recruitment ad.

Flag question: Question 57

Question 57 1 pts

A process used by AA that identifies the task, duties, responsibilities, and accountabilities of a job is called:

Group of answer choices

Job evaluation.

Job design.

Job description.

Job ability.

Job analysis.

Flag question: Question 58

Question 58 1 pts

A successful recruitment program that both identifies and retains top performers would NOT employ which of the following components?

Group of answer choices

A realistic job preview.

An unstructured interview.

A selection plan.

Validated tests.

Background checks.

Flag question: Question 59

Question 59 1 pts

At American Airlines, and other companies, what is the PRIMARY purpose of the staffing function?

Group of answer choices

Recruit a pool of qualified applicants.

Motivate the workforce to achieve the organization's goals.

Provide a workforce capable of achieving the organization's goals.

Ensure that people are hired without violating non-discrimination legislation.

Obtain an acceptable workforce at the lowest possible cost.

Flag question: Question 60

Question 60 1 pts

Which of the following statements regarding offers of employment made to individuals applying for a job at AA is true?

Group of answer choices

Accepting a job offer on a contingency basis (e.g. "I accept if you increase the salary by $2,000 per year") does not constitute a legal acceptance.

If a job offer requires a response by a certain date and the job candidate responds a day or two later, the contract is still valid as it has been signed by both parties.

All job offers must include an "at-will" statement.

Oral employment agreements are never binding.

Accepting a job offer by any means (e.g. email, text, fax, or letter) is a valid acceptance even if it is not the method specified in the offer letter.

Flag question: Question 61

Question 61 1 pts

In speaking of the two-tiered pay system, a senior agent said, "It makes me uncomfortable, too, that the difference is so great, when we all do essentially the same work. This statement reflects the agent's concern for .

Group of answer choices

The potential resentment that might develop among employees.

How much money he is making.

The economic and psychological well-being of other employees.

Interpersonal equity.

AA's inability to hire new entry-level workers.

Flag question: Question 62

Question 62 1 pts

Of the following employee benefits offered by American Airlines, which one is low in cost but high in value for the employees?

Group of answer choices

Pension plans.

Medical insurance.

Paid vacation days.

Travel pass.

Dental benefits.

Flag question: Question 63

Question 63 1 pts

The existence of a two-tiered compensation system at American Airlines allowed management to reduce wages based on:

Group of answer choices

Performance.

Difficulty of tasks performed.

Date of hire.

Tenure.

Age.

Flag question: Question 64

Question 64 1 pts

One of the effective performance evaluation methods is known at 360-degree feedback. At American Airlines, who would NOT serve as an evaluator of employee performance?

Group of answer choices

The employee's peers.

The employee.

Corporate suppliers.

Customers.

Union stewards.

Flag question: Question 65

Question 65 1 pts

A key element to team success is an effective compensation system. American Airlines effectively integrated rewards into its team structure by:

Group of answer choices

Rewarding only team behavior.

Rewarding only individual behavior.

Rewarding both team and individual behavior.

Rewarding organizational, team, and individual performance.

None of the above.

Flag question: Question 66

Question 66 1 pts

Which of the following appraisal practices requires the rater to place employees in predetermined performance groupings (e.g., 20% exceptional, 70% competent, 10% unsatisfactory)?

Group of answer choices

Paired comparisons.

Forced distribution.

BARS.

MBO.

None of the above.

Flag question: Question 67

Question 67 1 pts

American Airlines two-tiered compensation system ultimately failed. Its failure is BEST described by the tenets of which motivation theory?

Group of answer choices

Vroom's expectancy theory.

Adam's equity theory.

Maslow's hierarchy of needs theory.

Alderfer's ERG theory.

McClelland's acquired-needs theory.

Flag question: Question 68

Question 68 1 pts

American Airlines pilot pay is based on:

Group of answer choices

Years of service.

Equipment.

Seat (function).

All of the above.

None of the above.

Flag question: Question 69

Question 69 1 pts

A quote from a ramp service worker: "We don't want to drive [AA] out of business, but if there is money, we want our share. If there is lots of money for the pilots, then there should be some for us, too." This is an example of focusing on:

Group of answer choices

External equity.

Individual equity.

Internal equity.

Process equity.

Long-term equity.

Flag question: Question 70

Question 70 1 pts

When American Airlines adopted suggestions from IdeAAs in Action that it expected to result in cost savings, it distributed bonuses to employees. This is an example of a type of:

Group of answer choices

Profit-sharing.

Variable pay.

Gainsharing.

Merit-based pay.

Commissions.

Flag question: Question 71

Question 71 1 pts

What is the cornerstone of any effective training program?

Group of answer choices

Training evaluation.

Needs analysis.

Supervisory skills training.

Training delivery system.

Effective facilitator.

Flag question: Question 72

Question 72 1 pts

Which of the following types of training would be the BEST choice for American Airlines to enhance the overall customer experience increasing the flexibility of employees to respond to changing situations?

Group of answer choices

Cross-training.

Basic-skills training.

Paying for employees to go to night school.

Correspondence courses.

Holding lectures about flexibility during work hours.

Flag question: Question 73

Question 73 1 pts

Which of the following would NOT constitute one of the training objectives of American Airlines' CTL program?

Group of answer choices

Increase the flow of information from managers to subordinates.

Improve employees' understanding of their respective jobs.

Improve employees' familiarity with the pilots.

Improve employees' knowledge of American Airlines corporate objectives.

Increase employee commitment to American Airlines corporate objectives.

Flag question: Question 74

Question 74 1 pts

If the QWL program at American Airlines had included a goal of training supervisors to encourage employee engagement, what component might be a part of the fourth phase of the ADDIE model?

Group of answer choices

An objective assessment of whether supervisors actually needed such training.

A process for evaluating the effectiveness of the completed training.

The conduct of role-playing exercises to practice supportive communication.

Identification of learning theories to best support the learning transfer process.

Identification of desired training outcomes and appropriate training methods.

Flag question: Question 75

Question 75 1 pts

An effective training system is a set of integrated processes, which includes all of the following EXCEPT:

Group of answer choices

Measuring performance against criteria tied to strategic objectives.

Aligning training with the business strategy.

Analyzing employee needs.

Requiring an HR professional review it.

Identifying both training and non-training needs in the training needs analysis.

Flag question: Question 76

Question 76 1 pts

OJT:

Group of answer choices

Refers to having people do their regular jobs, while considering the work itself a type of practicing, which counts as training.

Is informal after-hours training that takes place on work premises.

Is planned training which takes place during work hours and on work premises.

Refers to having people do their regular jobs, but not during work hours, thus obtaining extra productivity from the workforce while considering it training and therefore not having to pay for that productivity.

Is planned training which takes place during work hours but at some location other than the work premises.

Flag question: Question 77

Question 77 1 pts

If American Airlines sent some of its engine maintenance employees to General Electric for specialized training, which of the following training actions would BEST support the transfer of the learned skills back at American Airlines?

Group of answer choices

Ensure that the training covers the theories behind the required maintenance procedures.

Ensure that lectures presented in the training program are not too long.

Ensure that training uses experiential methods to promote attitude change.

Ensure that the training includes hands-on practice and focuses on the critical aspects of the job.

Ensure that the classroom used for training has comfortable seating and good lighting.

Flag question: Question 78

Question 78 1 pts

American Airlines provides on-going technical training for its mechanics. At which of Kirkpatrick's levels of evaluation should AA evaluate the effectiveness of a training program to get individual mechanics to use recommended maintenance procedures?

Group of answer choices

Participant reaction (Liked or disliked the program)..

Participant learning (Results from training evaluation).

Behavior (Application on the job).

Results (Reduction in maintenance problems)..

MBO.

Flag question: Question 79

Question 79 1 pts

American Airlines showed a commitment to extensive training for its employees, which included the CTL (Committing To Leadership) program. Which of the following is true about training?

Group of answer choices

Training cannot always improve performance.

Training cannot improve poor performance due to a lack of motivation.

Training cannot address a lack of resources.

All of the above.

None of the above.

Flag question: Question 80

Question 80 1 pts

In developing training programs for American Airlines, the transfer of training to the job is an important issue. Which of the following actions would help improve the transfer of training for employees?

Group of answer choices

Have the employee's manager tell the employee in advance of training why the training is important to AA.

Have the employee's manager meet with the employee after the training program to discuss what was learned.

Make the elements in the training program as close to the actual job requirements as possible.

Have the employee's manager recognize the employee's application of the training on the job.

All of the above will facilitate the transfer of training.

Flag question: Question 81

Question 81 1 pts

American Airlines is planning to open an office in Japan. What kind of reaction would the Japanese employees MOST likely have to the IdeAAs in Action program?

Group of answer choices

They would fully embrace the program.

They would avoid participating in the program.

Their reaction would be the same as U.S. employees; they would particularly enjoy the individual recognition

As a new location, they would be very eager to show their company commitment and loyalty and they would tend to make more suggestions than most other locations.

They would file a grievance to protest the program.

Flag question: Question 82

Question 82 1 pts

The American Airlines' QWL and CTL programs focus on employee empowerment. According to Hofstede's work regarding power distance, which of the following countries would be LEAST likely to embrace these American Airlines programs?

Group of answer choices

Japan.

Mexico.

Australia.

Israel.

Sweden.

Flag question: Question 83

Question 83 1 pts

AA is planning to send a few top managers to Brazil to help set up a new office. AA is aware of the high failure rate of expatriates. What is the leading cause of expatriate failures?

Group of answer choices

Inability of the spouse and family to adjust to life in a foreign country.

Lack of technical skills.

Lack of interpersonal skills.

Inability to speak the language of the country.

Inadequate housing.

Flag question: Question 84

Question 84 1 pts

AA is aware that many MNEs have serious challenges regarding repatriation. What is one of the main issues?

Group of answer choices

The company and the expatriate have not done effective career planning.

Loss of perks.

The spouse and family want to stay in the foreign country.

Loss of status.

Expatriate wants to return to the same job he or she left.

Flag question: Question 85

Question 85 1 pts

International businesses differ markedly in their approaches to international labor relations. Which of the items below captures the MAIN difference?

Group of answer choices

The degree to which labor relations are centralized or decentralized.

There are no significant differences concerning labor relations.

There are more unions in Asia than in other countries.

Methods of collective bargaining are the major difference.

Outside of the United States the government controls bargaining.

Flag question: Question 86

Question 86 1 pts

A danger of an ethnocentric policy is that it can lead to a firm's failure to understand host-country cultural differences that require different approaches to marketing and management. This is known as:

Group of answer choices

Ethnocentric blind-siding.

Cultural myopia.

Cultural imperialism.

Corporate chauvinism.

Parochialism.

Flag question: Question 87

Question 87 1 pts

An important drawback to polycentric staffing policy is that:

Group of answer choices

Few HRM professionals are comfortable with implementing the policy.

Competitors can easily imitate this, which limits effectiveness as a competitive advantage.

It is not legal in many countries, particularly in Western Europe.

Host-country nationals have limited opportunities to gain experience outside their own countries, which limits their career options.

It increases costs.

Flag question: Question 88

Question 88 1 pts

An often-overlooked element in the training and development of expatriate managers is how to prepare them for reentry-repatriation. Research and practice show:

Group of answer choices

The majority of returning expatriates didn't know what their positions would be when they returned.

Good repatriation training should be handled at the functional level to capture the essential skills.

Skills and experience in the expatriate assignment are highly valued and actively cultivated by the organization.

Expatriates generally return to their old jobs or a similar position.

Most expatriates do not want to return home following the foreign assignment.

Flag question: Question 89

Question 89 1 pts

American Airlines operates internationally. Because of cultural differences, bias in performance evaluations may lead to unjustified termination of host country employees. One common practice to mitigate this bias is to .

Group of answer choices

Consult with home-office HR managers before the termination evaluation.

Use the Mendenhall-Oddou scale to create objective measures.

Require certification of the host country evaluator in terms of cultural awareness.

Make sure the evaluation is written in both the home-country and host-country languages.

All of the above.

Flag question: Question 90

Question 90 1 pts

From a strategic perspective, a firm's compensation system should reward expatriate managers for:

Group of answer choices

Implementing local responsiveness.

Taking actions that are consistent with the strategy of the enterprise.

Ensuring costs are kept down.

Ensuring directives from headquarters are properly implemented.

Increasing productivity.

Flag question: Question 91

Question 91 1 pts

American Airlines has been very successful in part because of Crandall's leadership style. Which of the following BEST describes his leadership style?

Group of answer choices

Authoritarian.

Laissez-faire.

Transformational.

Transactional.

Task-oriented.

Flag question: Question 92

Question 92 1 pts

Which of the following is MOST accurate as a definition of empowerment?

Group of answer choices

Enabling the movement of women and minorities into managerial positions.

Giving employees the authority to make their own decisions in their respective areas of responsibility.

Practicing laissez-faire management.

Leading employees by the strength of one's charisma.

Learning continually and striving constantly to improve one's skills and abilities.

Flag question: Question 93

Question 93 1 pts

It appears that there is a strong cadre of leaders at American Airlines. Which of the following is a characteristic of effective leadership?

Group of answer choices

Influencing change for continual improvement.

Effective interpersonal skills.

Sharing leadership responsibilities through co-leadership.

Influencing followers to support organizational interests.

All of the above.

Flag question: Question 94

Question 94 1 pts

Which of the following will NOT institutionalize or reinforce change at American Airlines?

Group of answer choices

Reward systems.

Existing organizational culture.

Selection criteria.

Management commitment.

Understanding the organization's mission.

Flag question: Question 95

Question 95 1 pts

Which leadership style was MOST prevalent at American Airlines prior to the implementation of the QWL program?

Group of answer choices

Transformational.

Charismatic.

Authoritarian.

Participative.

Transactional.

Flag question: Question 96

Question 96 1 pts

It is clear that American Airlines has a strong organizational culture. Which of the following is NOT a characteristic of a successful organizational culture?

Group of answer choices

Strong cultural norms.

Supports organizational goals.

Leadership sets example.

Shared stories, legends, myths.

All of the above are characteristics of a successful organizational culture.

Flag question: Question 97

Question 97 1 pts

On page 5 of the case, an employee is quoted as saying, "For forty years we made it clear that we didn't care what the employees thought or had to contribute to our decisions. With QWL we began to recognize and solicit the valuable information available from our employees." According to Lewin's model of change, what is the FIRST that needed to occur in order for the above to happen?

Group of answer choices

Refreeze.

Driving forces.

Change.

Unfreeze.

Restraining forces.

Flag question: Question 98

Question 98 1 pts

Through which of the following programs does American Airlines transmit aspects of its organizational culture to its employees?

Group of answer choices

Peak Performance through Commitment.

Committing To Leadership.

IdeAAs in Action.

All of the above.

None of the above.

Flag question: Question 99

Question 99 1 pts

One of the key factors in American Airlines' organizational change would be a renewed focus on:

Group of answer choices

Employee involvement.

Training.

Improved customer service.

All of the above.

None of the above.

Flag question: Question 100

Question 100 1 pts

Which leadership model most accurately depicts Crandall's style when introducing large-scale change to American Airlines?

Group of answer choices

Transformational leadership.

Autocratic leadership.

Task-oriented leadership.

Situational leadership.

Servant leadership.