CH 3 B

Question 1

Six activities associated with Human Resources Management

Answer 1

1 Planning
2 Selecting
3 Orienting
4 Training
5 Developing + Rewarding
6 Managing Employee Performance

Question 2

Four items that the human resources plan should contain

Answer 2

1 evaluate existing ability to generate premium + growth
2 Create plan to obtain necessary human resources
3 Early is better to avoid pitfalls
4 prepare job description

Question 3

3 areas of the selection process

Answer 3

Recruitment
Screening/interviewing (application, resume, interview, testing, reference checks)
Hiring

Question 4

4 elements of Training

Answer 4

Who
What
Why
How

Question 5

4 kinds of ongoing training programs required in a brokerage

Answer 5

-Quality service training (Problem solving)
-Sales training (1 listening skills 2 problem solving 3 consultative selling 4 building trust 5 followup)
-Product + Service training
-Leadership training (on the job, computer based, classroom)