1. Right Answer: C
Explanation: Ignoring conflicts is a reasonable conflict resolution tactic when the stakes are small (there will be little damage done) or the conflict is likely to resolve itself in the near future. For example, an HR manager may know that a difficult team member will be transferring to another location soon.
2. Right Answer: D
Explanation: D is the best response, because it will require the manager to address the behavior in question and discuss it with the employee while reinforcing the policy. A is incorrect. The fact that the behavior was accepted previously does not mean that it cannot be addressed. B is incorrect. Because the behavior has not been addressed previously, moving immediately to a final warning presents challenges in ensuring that progressive discipline is followed consistently for issues going forward. C is incorrect. This approach would not solve the issue regarding the employee in question. Preemptively doing this could also have an impact on morale.
3. Right Answer: D
Explanation: D is the best response. Laws and regulations change, and a best practice is to update an employee handbook at least once a year to stay current. A is incorrect. Although reviewing the policy is important, no action is taken regarding the review. B is incorrect. Comparing the policy to those of other companies in the industry does not help to determine if an update is needed at this company. C is incorrect. Not updating the policy could cause confusion for the employees and create compliance issues.
4. Right Answer: D
Explanation: D is the best response. It entails creating a partnership with management and becoming a trusted advisor while also protecting the company. A is incorrect. Allowing the manager to simply do what she wants removes HR as a partner in the organization. B is incorrect. The HR generalist should help guide the manager into finding a solution that will help the employees meet their goals and expectations. C is incorrect. Recommending termination based on a non-documented issue and hoping that the next hire solves the problem is not an acceptable option. Although the manager may be upset with the employee, she must still follow the process of progressive discipline.
5. Right Answer: C
Explanation: C is the best response. Having the manager make a note of the conversation and then send an e-mail to the employee allows for the information to be used if the employee does not follow the procedure going forward. The e-mail also gives a time stamp to further document the conversation. A is incorrect. Stating that the employee will be held accountable if he doesn't follow the policy after this simply underscores to the employee that no real accountability exists in the organization. B is incorrect. Having the employee do nothing is not an acceptable option, as this provides no information if he reverts to this behavior in the future. D is incorrect. There is no need to inform the other three employees about the conversation with the employee in question, nor would this be appropriate. By doing this, you are drawing needless attention toward the employee and potentially creating an unhealthy work environment
6. Right Answer: D
Explanation: D is the best response, because it pulls HR into the initial discussion about the employee's needs. If situations present the potential for a more formal leave process, it will be identified earlier in the discussion. The information to support the request will be captured by consulting with HR at the start. This option also involves all necessary parties: the manager, HR, and the employee. A is incorrect. HR should be a part of the discussion, assessment, and coordination of any agreed-upon adjustment due to a medical issue. At the time of an initial request, it may not be necessary to contact the legal department. It will be important to alert them once more information has been gathered during the investigation. B is incorrect. It does not represent a collaborative approach with the manager. In some circumstances, requests may be directed to HR, but eventually HR will need to engage the department manager in the discussion. It is better to start with all necessary parties involved in the discussion. C is incorrect. Although the verification of the employee's limitations will be needed to assess whether the employee's request can be granted, it is best that HR direct the request, as the private details that a medical professional would provide should not be shared with the manager.
7. Right Answer: A
Explanation: A is the best response, because it includes gathering data about the current situation to review and evaluate. It is possible that the adjustment made was not the best way to handle the employee's specific needs, so this evaluation of the current adjustment is necessary to determine the next steps. It is during this evaluation stage that an update to legal would be helpful. If actions are taken in the future, legal will have already been notified. B is incorrect. It is a more defensive response to this situation. This documentation of the process taken to resolve the situation is important to capture. However, simply documenting the actions would not move this closer to resolution. C is incorrect. At this juncture, the manager has requested guidance and support from HR; therefore, HR will need to take a more active role in finding a resolution to the matter. D is incorrect. Immediate discontinuation of the modified schedule may not be the best decision. Once more information is captured, that determination can be made. If there is not sufficient data to support the request, it would then be considered.
8. Right Answer: C
Explanation: It is not sustainable or ethical to encourage a vendor to lose money. In principled negotiation, both sides receive the value they seek. The low-bidding venue may have its own reasons, however. If the HR person ensures that the meeting will receive the promised accommodations, the negotiation could proceed.
9. Right Answer: A
Explanation: By sharing the cultural perspective, HR will help the executive understand the implicit norms and values and basic assumptions of the other side as well as what they hope to achieve through negotiation. Differences can be used to craft agreements that allow both sides to 'win.'
10. Right Answer: D
Explanation: BATNA stands for 'best alternative to a negotiated agreement.' This entails knowing what your options are and what the other side may propose during negotiation. In this case, knowing internal costs allows the HR manager to know if a bid delivers the needed value.
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