1. Right Answer: C
Explanation: The staff member is in an early stage of winning support. It may help to understand the director's goals (perhaps by observing decisions and statements) so that she can show how the benefit idea could advance those goals. It is too soon for a business case or testimonials. The resume will probably not provide an accurate sense of what motivates the director.
2. Right Answer: C
Explanation: A person's social status in an organization may be observed in how others listen and respond to what he or she says. Seeing the types of people who earn respect in the organization, the new HR professional can work to imitate their actions. Ideally, the formal aspects of the organization, such as values statements, would be good indicators, but the formal and informal aspects of organizations are not always aligned. Informal discussions are a good idea, but a formal interview with HR managers may not provide perspective from all parts of the function. The informal aspects of an organization, such as the characteristics that make someone respected and trusted, may vary from one organization to the next.
3. Right Answer: A
Explanation: The formal characteristics of an organization are expressed in some documented form, such as a handbook or organizational chart. Informal characteristics describe the nature of relationships in the organization, how people interact and communicate. Perhaps because they are not documented, informal characteristics may change more frequently than formal characteristics.
4. Right Answer: C
Explanation: C is the best answer. The best approach is to analyze the risks of the current situation and the situation in which the policies have been aligned. This will require understanding the promises and practices underpinning the original policies. Prior deals may have provided the employees with a promise of continued benefits, resulting in an ethical commitment to continue or uphold that obligation. It would be critical to include that information in considerations about how to resolve the situation. A is incorrect. Notifying the leadership is key, but HR should first develop an appropriate plan of action. B is incorrect. No policies should be implemented without input from the stakeholders. D is incorrect. By not taking action, HR neglects its responsibility to provide ethical leadership to the organization.
5. Right Answer: B
Explanation: B is the best answer. Whatever resolution is decided, communicating it to stakeholders will be important to the success of implementing the policy. Using an intentional and purposeful approach will engage leadership and create support for the way forward. A is incorrect. E-mail should never be used as the only method of communicating policy changes. Moreover, the decision should be communicated to all stakeholders, not just the business leaders. C and D are incorrect. Including information in the newsletter or simply including it in the new handbook or on the intranet leaves significant potential for misunderstanding and lack of awareness about the way forward.
6. Right Answer: B
Explanation: B is the best answer. Counseling the team member to be respectful while maintaining her independence and integrity supports her role as an organizational leader. A is incorrect. Reporting the action might heighten tension and damage any future relationship. C is incorrect. This could potentially create an unnecessary conflict, and the team leader may also not want you to share this information with anyone. D is incorrect. Deflecting the business head's request does not show leadership.
7. Right Answer: A
Explanation: A is the best answer. Mixed focus groups would foster the communication needed at this stage of the merger, and a trained facilitator would be able to keep discussion productive and respectful. B is incorrect. Separate focus groups will probably only reinforce preference for existing policies. C is incorrect. Limiting discussion will create resentment and distrust. D is incorrect. This would defeat the purpose of soliciting feedback from the focus groups because a decision has essentially been made.
8. Right Answer: C
Explanation: The informal aspects of an organization are learned best by observing how people behave, communicate, and interact. The other choices all refer to the formal characteristics of an organization, aspects that have been articulated or documented in some way for all of the organization's members.
9. Right Answer: B
Explanation: Walking the talk, or showing consistency with what one says or believes in, is most likely to generate a trusting relationship. Expertise builds credibility but not trust if one is not honest or does not follow through on commitments. Socializing may be a path to understanding each other's values but does not offer proof of consistency with those values. Clarifying roles and responsibilities is necessary to avoid some conflicts, but it does not build trust.
10. Right Answer: D
Explanation: Without emotional intelligence (EI), the behaviors needed to support diversity and a global mindset would not be possible. Daniel Goleman suggests that five components of emotional intelligence—self-awareness, self-regulation, motivation, empathy, and social skills—are essential in establishing EI in an organization.
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