1. The CEO of a mid-size company approaches the HR director about a client's complaints of poor service and unresponsiveness from the representatives of the customer services department. The current manager has been in the role for 15 years and has worked her way up from the customer service representative to a managerial role. The CEO wants the HR director to investigate the situation further. After meeting with the manager, the HR director found that while the department is fully staffed, the team is suffering from low productivity and a high rate of absenteeism. The current manager wants to increase productivity and efficiency in the department but doesn't want to jeopardize friendships that have formed through the years with the employees.What is the best course of action the HR director should immediately take to assist the manager?

A) Schedule leadership trainings for all managers
B) With CEO, approval, coach the manager on effective employee management techniques to align work performance with established goals
C) Discipline the current low-performing employees and recruit new representatives
D) Schedule customer service training for all employees of the customer's service department



2. In your organization, the employee is rewarded for meeting or exceeding performance during a given time period. This pay strategy is called:

A) Seniority-based pay system
B) Skill-based pay system
C) Broadbanding system
D) Merit-based pay system



3. Which international initiative established ten principles that address human rights, labor, environmental principles, and anti-corruption issues, as well as agreed to report annually on the progress of these principles?

A) The United Nations Global Contract
B) SA 8000
C) ISO 26000
D) Caux principles



4. Based on the Situational Leadership Model developed by Blanchard and Hersey, there are four types of development for followers or employees. Which of the following works best with the 'telling' leadership style?

A) High competence and High commitment
B) High competence and Low commitment
C) Some competency and Low commitment
D) Low competence and High commitment



5. Which of the following exception to the application of the Title Vll antidiscrimination principles includes a requirement that a business practice must be job-related and required by business necessity?

A) Affirmative action plans
B) Bona fide seniority systems
C) National security
D) Disparate impact