SHRM-CP Certification Exam Questions 2023 - Day 9

Published - Fri, 03 Mar 2023

SHRM-CP Certification Exam Questions 2023 - Day 9

SHRM-CP Certification Exam Questions 2023 - Day 9

1. Under which circumstances should ignoring conflict be used as a conflict management strategy?

A) When the team needs to develop a win-win, mutual-gain resolution to the conflict
B) When failure in mediating and resolving the conflict would weaken the leader's position
C) When the issue will resolve itself without damaging the team processes and relationships
D) When the leader does not want to be associated with a negative outcome



2. Refer to the following scenario for the next 4 questions. An employee who has been with the organization for over 10 years arrives every day on time at 9:00 a.m. The employee's team is scheduled to work from 9:00 a.m. to 5:00 p.m. The employee returns from lunch 15 minutes after the other members of the team and ends the workday at 5:15 p.m. A new manager has recently taken over the department and notices this pattern of behavior. During an informal conversation, the manager mentions that the employee is taking extended lunches. The employee responds with, 'What does it matter I stay and make up the time.' After concluding the conversation, the manager decides to partner with the HR generalist, as the manager wishes to document the employee taking an extended lunch. The manager is concerned that the previous manager allowed the behavior. There are no notes that the employee has any accommodation. Additionally, the manager is concerned that the morale of the team is suffering because of this, as three team members have approached her about this since she took over two months ago. The new manager is also worried that if the issue is not addressed in a timely manner, she may lose the ability to effectively manage the team. The manager asks the HR generalist if HR can simply update the policy to allow the employees some flexibility in their hours. After a discussion with the manager, which recommendation should the HR generalist provide?

A) A. Nothing; the employee has been allowed to do this for years.
B) B. Immediately document the behavior and issue a final warning.
C) C. Send an e-mail to the entire team that reaffirms attendance expectations.
D) D. Advise the manager to individually reset expectations with the employee in person.



3. How can the HR generalist effectively assess whether to update the policy?

A) A. Review when the policy was last updated and gather all relevant employment law changes in effect.
B) B. Compare the current policy with those of other companies in the industry.
C) C. It is too soon to update the policy because there could be other items that need to be changed. It is better to wait.
D) D. Determine when the last update was, and, if over a year ago, partner with the HR manager to begin the process of updating.



4. How should the HR generalist advise the manager if she insists on documenting the employee behavior?

A) A. The manager can compile whatever documentation she feels is appropriate in this particular situation.
B) B. Advise that it would be a bad decision to take this fight on, as the manager is new to the company and it would not look good in front of all the employees.
C) C. Terminate the employee, despite the fact that the behavior is not documented, and hope the next hire adheres to the policy.
D) D. Partner with the manager and her supervisor to gain effective buy-in that expectations must be reset before documentation can commence.



5. If the employee agrees to follow the policy, which recommended action should the HR generalist suggest to the manager?

A) A. Reiterate to the employee that if the employee does not follow the policy going forward, there will be documentation.
B) B. Nothing. The employee has stated that he knows the policy and will follow it.
C) C. Note the date and time the employee agrees to the policy and send a recap e-mail to the employee regarding his acknowledgment and the expectations.
D) D. Inform the three employees that have been complaining about this particular employee that the issue is resolved and that they don't have to worry about it.



6. Refer to the following scenario for the next 2 questions. A department manager in a health-care organization contacts HR to discuss a situation involving a schedule change that was initiated for an employee three months ago. The employee has a medical condition that could result in the need for surgery, and he requested the schedule change until a decision can be made by his health-care provider. HR was not involved in the initial request. Other staff members are now becoming upset, and this accommodation is causing an issue in the department. No end date was set initially, and the manager is not certain of the status of the medical condition. The manager does not believe that the employee has a plan and therefore wants to reassign or terminate the employee. HR has been contacted for guidance on how to handle this situation. How can HR best manage future requests for modified schedules due to medical needs?

A) A. Contact the legal team for advice on how to proceed with the request.
B) B. Before an adjustment is granted, have the employee speak with HR to discuss needs.
C) C. Require that employees provide their manager with verification from a physician to support the request.
D) D. Coordinate an interactive meeting with HR, the manager, and the employee to review the request.



7. What is the most effective action the HR director should take to resolve the questions arising around the employee's accommodation?

A) A. Obtaining more information about the employee's limitations to determine if the current schedule adjustment is appropriate
B) B. Documenting the details of the request for a modified schedule along with the manager's actions to date
C) C. Allowing the manager to work out a reasonable resolution without any further guidance from HR
D) D. Discontinuing the modified schedule until more information is gathered and validated by a medical professional



8. Negotiating An HR staff person is negotiating fees with a number of meeting venues. The lowest bid is much lower than the average of the rest of the bids. What should the HR staff person do?

A) Throw out the lowest bid and focus on the higher ones since they are more plausible.
B) Take the lowest bid. It is the venue's responsibility to run its business.
C) Be frank with the lowest bidder and ask a lot of questions.
D) Start the bidding process again with a different set of venues.



9. Negotiations between an executive at a company and a prospective new international partner have stalled. How can the organization's global HR expert contribute to a better negotiation outcome for this executive?

A) Share the cultural perspective of the other side with the executive.
B) Offer to take the place of the executive at the negotiating table.
C) Negotiate with finance on behalf of the executive to secure additional funding.
D) Coach the executive on hard negotiating tactics committed to winning.



10. Which situation illustrates Fisher and Ury's BATNA approach to negotiating?

A) An HR manager and a vendor openly discuss their needs and expectations for a project. 
B) An HR manager identifies enough potential qualified vendors to ensure competitive bids.
C) Both sides in a negotiation for outsourcing an HR project agree to act in each other's best interests.
D) An HR manager determines internal costs to produce an orientation manual before speaking with a vendor.



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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