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SHRM-CP Competencies Questions - Part 21
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.
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.
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.
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.
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