Chapter review

Question 1

Extrinsic Motivation

Answer 1

comes from outside the individual, including performance bonuses.

Question 2

Intrinsic Motivation

Answer 2

comes from an interest in or enjoyment from doing a task.

Question 3

Multisource Assessments

Answer 3

involve the employee’s supervisor as well as other sources that are familiar with an employee’s job performance. The most common source of performance feedback is the supervisor, but feedback can involve multiple sources of ratings, including customers, peers, subordinates, and anyone aware of the employee’s performance in a relevant area.

Question 4

Task Acquaintance

Answer 4

or the amount and type of work contact an evaluator has with the person being assessed,47 is important as someone can only accurately rate those aspects of a person’s work performance that they observe.

Question 5

Upward Reviews

Answer 5

in which the target employee is reviewed by one or more subordinates can also provide useful feedback.

Question 6

High Potential error

Answer 6

occurs when potential is confused with performance.

Question 7

Leniency Error

Answer 7

occurs when high ratings are given to all employees regardless of their performance.

Question 8

Central Tendency Error

Answer 8

is rating all employees in the middle of the scale regardless of their performance.

Question 9

Kinesthetic Learning

Answer 9

Learning by doing

Question 10

Tactile

Answer 10

Learning by touch

Question 11

Auditory

Answer 11

Audio learner

Question 12

Visual

Answer 12

Visual learner

Question 13

Kirkpatrick’s Training Evaluation Model

Answer 13

Reaction: How did participants react to the program? Participant feedback forms are usually used to assess reactions.
Learning: What was the change in participants’ knowledge, skills, or attitudes? Dunkin’ Donuts training includes a final exam in which students must bake 140 dozen donuts in just eight hours. Six donuts are then randomly selected for evaluation.47
Behavior: What was the change in participants’ on-the-job behavior due to the training? Verizon Wireless uses an automated scorecard for new customer service hires that displays performance by new hire training class in all core job performance metrics in the first 30, 60, and 90 days post-training. Verizon uses the results to drive improvements in curriculum, trainer delivery, and classroom management.48
Results: How did the organization benefit from the training? CarMax frequently evaluates whether the training, skills, and behaviors it thinks to drive successful performance really do.49