1. 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.
2. 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.
3. Right Answer: D
Explanation: D is the best response. The HR generalist should take every complaint seriously. As such, a meeting should be conducted to gather additional information in order to determine whether an investigation is needed. The HR generalist should then propose a course of action to the HR manager. A is incorrect, as this would could create a hostile situation and make the matter worse. B is incorrect. Given the nature of the complaint, the employee may not feel comfortable discussing the issue with the supervisor. C is incorrect, as this would assume that the employees are guilty without any formal investigation.
4. Right Answer: C
Explanation: C is the best response, as this would demonstrate the company's commitment to inclusiveness and educate the employees on its importance. A training session will also help employees retain the information they've learned. A is incorrect, as an EAP won't create an environment of inclusiveness. B is incorrect. Discussing diversity and inclusion should not stop at onboarding. D is incorrect, as this would create an environment of exclusiveness and send the wrong message to employees.
5. Right Answer: C
Explanation: By asking questions to draw the staff member into the discussion, the manager would change the communication from one-way to two-way. This would create an opportunity for the manager to assess whether the staff member understands and feels confident in performing the task.
6. Right Answer: C
Explanation: C is the best response, because safety concerns that may lead to the harm of employees or customers require immediate action. Taking action will send a clear message that the concern is being taken seriously. It also provides clarity regarding the process that will be taken. While the HR manager would not complete the inspection, he or she would arrange it through the proper channels. A is incorrect, because it does not provide an action to address the concern. Simply reminding the employee that safety is a value will not calm the employee down at this stage. The employee has explained that previous attempts were made to address the concern with the supervisor. B is incorrect. Despite the approach that is being used by the employee, the complaints should be respected and taken seriously. D is incorrect, as it does not include a plan to inspect the equipment right away. This action does not send a strong message that the concern is being taken seriously and is being addressed in a timely fashion.
7. Right Answer: C
Explanation: C is the best response. This is a private internal matter, and the firm is not obligated to grant a meeting to an external party, even if it is the spouse of an employee. This should be carefully positioned with the employee to ensure that it is well received and does not result in further conflict. A is incorrect. Although a meeting with the spouse should not occur, HR should acknowledge the request when speaking to the employee but explain why a meeting with the spouse isn't necessary. B is incorrect, because it includes the involvement of an external party, the spouse. This is an internal matter that should be resolved within the company's team of leads and human resources. D is incorrect, because it sets up an ultimatum for the spouse. This could potentially antagonize the spouse more. There is also no need to involve an external party in the resolution of the concern.
8. Right Answer: C
Explanation: C is the best response, as the safety concern is most important. The initial request to remove the post was unsuccessful, and it exacerbated the issue with the spouse. Therefore, it is best to work to get to a resolution of the concern as quickly as possible. Once the situation is resolved, a request for removal may be better received or may be unnecessary. A is incorrect, because it pulls an external party, the spouse, into the internal process. Communication should be focused on the employee who has submitted the concern, not an external party. B is incorrect. There could be legal implications associated with taking this action. D is incorrect, because this is a private internal investigation. Including the spouse is not necessary, and it may be an added level of complexity, as the spouse is posting information as it is received. Providing information to the spouse directly will not address the concern at hand, and it shifts the focus away from the actual concern to damage control for the company.
9. Right Answer: A
Explanation: A is the best response. The key is to be transparent and to keep the employee informed of actions that will be taken. Since this is a safety concern, the issue should be a priority for the HR manager, and a potential time line for the action steps should be given. This is important, as the employee's outreach to HR came after alleged past reports to the supervisor. B is incorrect. Putting the discussion off to another day when the emotions of the employee and the spouse may not be as high may add to the concern that the company is not acting quickly enough. This is a safety concern that the employee claims was previously submitted. Therefore, while the private discussion in person is ideal, it may not be the best option to address the concern immediately. C is incorrect, because this is a private internal investigation. Including the spouse is not necessary, and it may be an added level of complexity, as the spouse is posting information to social media as it is obtained through the employee's discussion with the HR manager. D is incorrect. This could be counterproductive and may further escalate the matter by increasing the employee's anxiety.
10. Right Answer: D
Explanation: Paraphrasing describes what the receiver has understood in a communication and in this way serves as a feedback loop to the communicator. The communicator can confirm that the message is understood or can try again if it has not been understood correctly. A paraphrase does not necessarily indicate that a listener has been paying attention; it could indicate lack of attention. It is not a response but a repetition of the message. It is not an amplification of the message (context, for example), but an incorrect paraphrase could lead the speaker to amplify the message in some way.
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