Published - Fri, 03 Mar 2023
SHRM-CP Certification Exam Questions 2023 - Day 11
1. Which step should the HR manager take to identify the root causes of turnover?
A) A. Read comments from past employee engagement surveys.
B) B. Review previous employee complaints related to manager behaviors.
C) C. Set up an anonymous employee suggestion box in a common area.
D) D. Examine employee exit interview documentation for trends.
2. Which action should the HR manager take to ensure the success of an initiative to improve employee engagement and retention?
A) A. Assign HR employees to the initiative who have the availability and interest to support it.
B) B. Ask the CEO to provide feedback on the action plan for the initiative.
C) C. Create employee-led committees to develop ideas and provide support for the initiative.
D) D. Ask all managers which aspects of the initiative they are willing to participate in.
3. Refer to the following scenario for the next 2 questions. An employee files a complaint alleging discrimination based on other employees creating an intimidating work environment, primarily by making insensitive and inappropriate comments. The alleged actions have made the employee uncomfortable in the workplace. The HR generalist begins to review the information submitted by the employee and, as part of the review, discovers that this is not the first discrimination allegation the employee has filed. All the other complaints were closed following a determination that the allegations were unfounded. When prompted for further information, the employee eventually lists the names of everyone who is being accused in the complaint. To the surprise of the HR generalist, it is the majority of the company's senior leadership team. Based on the employee's history of complaints and who is being accused this time, the HR generalist determines that an investigation is not warranted and immediately dismisses the employee's concerns. However, several weeks later, the employee presents documented proof of comments made by a number of employees, including some from the senior leadership team. Upon review, the HR generalist determines that this additional information could add merit to the complaint. What is the best course of action the HR generalist could take at this point?
A) A. Request that a meeting be held with the employee and the individuals who are being accused to publicly address the situation.
B) B. Request that the employee raise the issue with a supervisor and then escalate it to the HR manager if they feel an investigation is still warranted.
C) C. Confront the members of the senior leadership team and demand that they immediately stop all inappropriate actions.
D) D. Set up a formal meeting with the employee to gather additional details, assess whether an investigation is needed, and propose a plan to the HR manager.
4. Which is the most effective first step the HR manager should take to create an environment of inclusiveness?
A) A. Tell employees to contact the employee assistance program (EAP).
B) B. Discuss the importance of inclusiveness during the onboarding process.
C) C. Hold inclusiveness training for all employees at various points in the year.
D) D. Tell employees that they need to learn other languages to relate better to others.
5. A manager instructs a staff member how to perform the task. The staff member nods to indicate agreement. The task is performed incorrectly. How could active listening have helped prevent this?
A) The manager should have used more nonverbals to engage the staff member's attention.
B) The manager should have positioned the task as being important to the HR function.
C) The manager could have made this a real conversation by asking the staff member an open question.
D) The manager could have followed up with an e-mail or other written version of the instruction.
6. Refer to the following scenario for the next 4 questions. An HR manager is contacted via telephone by an employee concerned about the need for the replacement of protective equipment currently being used. The employee indicates that the equipment is damaged and that, despite several attempts to bring the concern to the attention of the supervisor, the equipment has not yet been replaced. The firm's compliance with safety standards in the industry is reported publicly on an ongoing basis. During the conversation, the spouse of the employee can be heard speaking loudly in the background. The spouse is expressing dissatisfaction with the company's response to this concern. Shortly after the call, the HR manager is notified that the spouse has posted comments on a social media site indicating that the firm is out of compliance with safety standards. The public relations department is also made aware of the posting. The HR manager contacts the employee to discuss the post and requests removal from the social media site. This request further angers the spouse, and additional comments are immediately posted. The employee informs the HR manager that the spouse has requested a meeting with the firm's leadership team to discuss this further. What action can the HR manager take to demonstrate that the employee's concerns are being taken seriously?
A) A. Remind the employee that safety is a core value in the firm, and therefore, if necessary, the equipment will be replaced after inspection.
B) B. Due to the unprofessional behavior of the employee and the employee's spouse, HR should dismiss the concerns.
C) C. Coordinate an inspection of the equipment and inform the employee that any immediate safety issues will be addressed.
D) D. Thoroughly document the employee's concerns and send them to the supervisor and the employee with recommended next steps.
7. What approach can the HR manager take to address the request for a meeting with the leadership team?
A) A. Acknowledge the request from the spouse, telling them to have the employee contact HR with details.
B) B. Meet with the employee, the spouse, and the supervisor to discuss the concern and to collaborate on next steps.
C) C. Clearly explain to the employee why a meeting with the spouse will not be necessary to resolve the concern submitted.
D) D. Inform the employee that a meeting will be scheduled once the comments are removed from the social media site.
8. What practices could the HR manager implement to protect the organization's reputation at this point in time?
A) A. Speak with the spouse directly, sharing the process that will be taken to ensure safe working conditions for all employees.
B) B. Suspend the employee until the spouse's comments are removed, and, if they are not, terminate employment.
C) C. Begin the investigation of the safety concern, monitor future postings, and make no further requests to remove the comments.
D) D. Accept the spouse's request for a meeting to discuss the concerns and to ensure that it is clear that the firm is in compliance.
9. What is the best route for the HR manager to take to decrease the current level of anxiety for the employee and the spouse?
A) A. Set the employee's expectation as to what the immediate next steps will be and provide a preliminary idea of the timing of the process.
B) B. Coordinate a better time to speak with the employee in person and in a private setting to eliminate the involvement of the spouse.
C) C. Offer to include the spouse in the discussion to ensure that both are clear about what is being done to investigate the concern.
D) D. Request to resume the conversation after the employee calms down, as they are too upset to effectively communicate.
10. What purpose does paraphrasing serve in the communication model?
A) It provides context to help the receiver understand the message.
B) It indicates the receiver's response to the message.
C) It indicates that the listener is paying attention.
D) It serves as a feedback loop.
A) A. Read comments from past employee engagement surveys.
B) B. Review previous employee complaints related to manager behaviors.
C) C. Set up an anonymous employee suggestion box in a common area.
D) D. Examine employee exit interview documentation for trends.
2. Which action should the HR manager take to ensure the success of an initiative to improve employee engagement and retention?
A) A. Assign HR employees to the initiative who have the availability and interest to support it.
B) B. Ask the CEO to provide feedback on the action plan for the initiative.
C) C. Create employee-led committees to develop ideas and provide support for the initiative.
D) D. Ask all managers which aspects of the initiative they are willing to participate in.
3. Refer to the following scenario for the next 2 questions. An employee files a complaint alleging discrimination based on other employees creating an intimidating work environment, primarily by making insensitive and inappropriate comments. The alleged actions have made the employee uncomfortable in the workplace. The HR generalist begins to review the information submitted by the employee and, as part of the review, discovers that this is not the first discrimination allegation the employee has filed. All the other complaints were closed following a determination that the allegations were unfounded. When prompted for further information, the employee eventually lists the names of everyone who is being accused in the complaint. To the surprise of the HR generalist, it is the majority of the company's senior leadership team. Based on the employee's history of complaints and who is being accused this time, the HR generalist determines that an investigation is not warranted and immediately dismisses the employee's concerns. However, several weeks later, the employee presents documented proof of comments made by a number of employees, including some from the senior leadership team. Upon review, the HR generalist determines that this additional information could add merit to the complaint. What is the best course of action the HR generalist could take at this point?
A) A. Request that a meeting be held with the employee and the individuals who are being accused to publicly address the situation.
B) B. Request that the employee raise the issue with a supervisor and then escalate it to the HR manager if they feel an investigation is still warranted.
C) C. Confront the members of the senior leadership team and demand that they immediately stop all inappropriate actions.
D) D. Set up a formal meeting with the employee to gather additional details, assess whether an investigation is needed, and propose a plan to the HR manager.
4. Which is the most effective first step the HR manager should take to create an environment of inclusiveness?
A) A. Tell employees to contact the employee assistance program (EAP).
B) B. Discuss the importance of inclusiveness during the onboarding process.
C) C. Hold inclusiveness training for all employees at various points in the year.
D) D. Tell employees that they need to learn other languages to relate better to others.
5. A manager instructs a staff member how to perform the task. The staff member nods to indicate agreement. The task is performed incorrectly. How could active listening have helped prevent this?
A) The manager should have used more nonverbals to engage the staff member's attention.
B) The manager should have positioned the task as being important to the HR function.
C) The manager could have made this a real conversation by asking the staff member an open question.
D) The manager could have followed up with an e-mail or other written version of the instruction.
6. Refer to the following scenario for the next 4 questions. An HR manager is contacted via telephone by an employee concerned about the need for the replacement of protective equipment currently being used. The employee indicates that the equipment is damaged and that, despite several attempts to bring the concern to the attention of the supervisor, the equipment has not yet been replaced. The firm's compliance with safety standards in the industry is reported publicly on an ongoing basis. During the conversation, the spouse of the employee can be heard speaking loudly in the background. The spouse is expressing dissatisfaction with the company's response to this concern. Shortly after the call, the HR manager is notified that the spouse has posted comments on a social media site indicating that the firm is out of compliance with safety standards. The public relations department is also made aware of the posting. The HR manager contacts the employee to discuss the post and requests removal from the social media site. This request further angers the spouse, and additional comments are immediately posted. The employee informs the HR manager that the spouse has requested a meeting with the firm's leadership team to discuss this further. What action can the HR manager take to demonstrate that the employee's concerns are being taken seriously?
A) A. Remind the employee that safety is a core value in the firm, and therefore, if necessary, the equipment will be replaced after inspection.
B) B. Due to the unprofessional behavior of the employee and the employee's spouse, HR should dismiss the concerns.
C) C. Coordinate an inspection of the equipment and inform the employee that any immediate safety issues will be addressed.
D) D. Thoroughly document the employee's concerns and send them to the supervisor and the employee with recommended next steps.
7. What approach can the HR manager take to address the request for a meeting with the leadership team?
A) A. Acknowledge the request from the spouse, telling them to have the employee contact HR with details.
B) B. Meet with the employee, the spouse, and the supervisor to discuss the concern and to collaborate on next steps.
C) C. Clearly explain to the employee why a meeting with the spouse will not be necessary to resolve the concern submitted.
D) D. Inform the employee that a meeting will be scheduled once the comments are removed from the social media site.
8. What practices could the HR manager implement to protect the organization's reputation at this point in time?
A) A. Speak with the spouse directly, sharing the process that will be taken to ensure safe working conditions for all employees.
B) B. Suspend the employee until the spouse's comments are removed, and, if they are not, terminate employment.
C) C. Begin the investigation of the safety concern, monitor future postings, and make no further requests to remove the comments.
D) D. Accept the spouse's request for a meeting to discuss the concerns and to ensure that it is clear that the firm is in compliance.
9. What is the best route for the HR manager to take to decrease the current level of anxiety for the employee and the spouse?
A) A. Set the employee's expectation as to what the immediate next steps will be and provide a preliminary idea of the timing of the process.
B) B. Coordinate a better time to speak with the employee in person and in a private setting to eliminate the involvement of the spouse.
C) C. Offer to include the spouse in the discussion to ensure that both are clear about what is being done to investigate the concern.
D) D. Request to resume the conversation after the employee calms down, as they are too upset to effectively communicate.
10. What purpose does paraphrasing serve in the communication model?
A) It provides context to help the receiver understand the message.
B) It indicates the receiver's response to the message.
C) It indicates that the listener is paying attention.
D) It serves as a feedback loop.
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.
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.
80% DISCOUNT: SHRM-CP PRACTICE EXAMS Questions with detailed explanation 2023 - UPDATED
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