1. Right Answer: C
Explanation: The best answer is C. By creating and supporting employee-led committees to develop retention ideas, the HR manager is demonstrating the Leadership and Navigation competency. When employees are involved in the process, they will be more likely to support it, which will drive success. A and D are not the best answers, as the initiatives are not given priority and supported. B is not the best answer, because the CEO is asked to provide the feedback. None of these answers reflects the HR manager demonstrating any competencies.
2. Right Answer: D
Explanation: The best answer is D. When reviewing the employee exit interview data, the HR manager is demonstrating the Critical Evaluation competency. The HR manager can identify the reasons employees have left the organization and focus on consistent themes. A and C are not the best answers, because the information is not identifiable and, therefore, the credibility of the data is in question. Because the feedback is anonymous, follow-up questions cannot be asked. B is not the best answer, because the complaints about managers may not be valid and not all complaints are reported.
3. Right Answer: A
Explanation: The best answer is A. HR is demonstrating the Critical Evaluation competency by showing the manager the correlation between turnover and profits. By seeing the negative impact on profits, managers will be more interested in working toward solutions. B, C, and D are not the best answers. After the managers are fully aware of the correlation between profits and turnover, they may be willing to move forward with feedback opportunities and training programs.
4. Right Answer: B
Explanation: B is the best response. The customer was dissatisfied with the employee's performance to the extent that there was a significant conflict. Neither the project manager nor management was aware of this conflict. Had the project manager been more involved with both the employee and the customer, the situation would not have progressed without the company being aware of the customer's dissatisfaction. A is incorrect. Post-event lessons learned are worthwhile, but this answer does not call for specific follow-up by senior management. C is incorrect. A closer working relationship with the customer may be needed. However, this answer does not address the working relationship and communication with the employees. D is incorrect. This answer does not include what corrective steps the manager needs to take.
5. Right Answer: A
Explanation: The best answer is A. HR is demonstrating the Critical Evaluation competency by showing the manager the correlation between turnover and profits. By seeing the negative impact on profits, managers will be more interested in working toward solutions. B, C, and D are not the best answers. After the managers are fully aware of the correlation between profits and turnover, they may be willing to move forward with feedback opportunities and training programs.
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