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WorksheetsG140-Unit 11
Total questions: 51
Worksheet time: 26mins
Which type of training do all new staff complete?
On the job
Off the job
Induction
Government training
A new employee completed Health and Safety training as part of:
Induction training
Motivation training
On the job training
Off the job training
Training provided at a college or a training centre is known as:
On the job
Off the job
In house
Induction
Attending a training course is an example of:
a loss leader
flexible working
off-the-job training
on-the-job training
Customer service is most likely to be improved by:
avoiding innovation
price skimming
staff training
using electronic application forms
Why do companies need to train their employees?
Improve productivity
Improve quality of products
To update their skills
All of them
Training provided while on job given help
Off the job training
Induction
On the job training
Professional Development
What is Training?
Retaining the employees
Developing the knowledge, skills and abilities of workers
Recruiting employees
Exercise providing the workers with health benefits
What is on the job training?
Training other people
Training outside of the job
Training while working
Role-playing
What does the "R" in SMART stand for?
Realistic- you must be able to accomplish the goal
Repeatable - you must be able to do the goal over and over again.
Responsible -a goal must allow you to take charge
Respectful - a goal must allow you to be kind and polite.
What does the "M" in SMART stand for?
Mental - you have to be able to think about the goal.
Measurable - a goal must have some kind of number attached so you have a way to know if you are reaching the goal.
Memorable - a goal must be easily remembered
Maximum - there are no limits for goals
What does the "A" in SMART stand for?
Admirable - a goal must impress people.
Allowable- a goal must be something that won't get you in trouble.
Academic - a goal must be scholarly and oriented towards learning.
Achievable - a goal must be reachable; you can do it.
What does the "T" in SMART stand for?
Time-bound - the goal must be reached within a specific length of time.
Thoughtful - a goal must take into account the feelings of others.
Transferable - a goal should be able to be shared with other people.
Trust-worthy - a goal should be worthy.
What does the "S" in SMART stand for?
Simple - a goal must be easy.
Smart- a goal must make sense.
Specific - a goal must be focused.
Sample - a goal must be typical.
A short term goal is...
months to years
days to weeks
years to decades
next year
A long term goal is.....
weeks to months
days to weeks
months to years
hours to days
Deciding on which college to attend in two years would be considered a....
Short Term Goal
Long Term Goal
Your SMART goals, should be mapped against :
Employee satisfaction
Employee performance
Organization’s goals
Organization’s plans
What development is needed to improve staff efficiency?
To increase staffing hours.
To give appropriate training.
To have a personal study.
To have work experience.
___________ is the methods to achieve your goals
Planning
Achievements
Workload
Stress
What are budgetary targets?
To set sales targets
To spend within a limit
To spend without a limit
To report deadlines
S.M.A.R.T is a term used for what?
Team work
Reporting deadlines
Budgetary targets
Team and individual learning goals
To complete a project sufficiently what is important?
Sales target
Learning goals
Team participation
Deadlines
Why are KPIs necessary on customer satisfaction?
To know how happy customers are with the service.
To know how many customers the company has.
To know how to talk to customers.
To know what is needed in a company.
Why is it necessary to monitor time taken to answer calls?
To increase productivity.
To increase customer numbers.
To show customer database
d. To monitor staff.
Ethical standards are needed in company to?
To provide set procedures
To earn respect from other companies.
To follow principles that show trust, respect and fairness.
To create strategies.
Staff members and users should follow which guidelines?
Copyright law.
Code of practice.
Privacy law.
Industry policies.
What are ‘Standard Operating Procedures’?
A schedule of daily activities.
A set of regulations.
A fixed set of instructions
A program of routine activities.
What development is needed to improve staff efficiency?
To increase staffing hours.
To give appropriate training.
To have a personal study.
To have work experience.
To increase staff moral and to build better relationships in a company what is the best method?
To decrease staff hours
To have training after hours
To have online training
To use a mentoring program and coaching
The best method to understand the company is by?
Having staff shadow another coworker
Training
Work experience
Studying the procedures.
A workplace skills assessment includes?
Observing the staff member to evaluate their performance.
Interviewing the staff member to understand them.
To increase their hours.
To give them training.
_______________ is a group of people with a common purpose , who come together to achieve objectives.
Organization
Achievements
Policies
Resources
To achieve profit of SAR.50,000 by the end of December 2016) this sentence defined as :
Policy
Prioritizing
Goal
Financial statement
___________ is the methods to achieve your goals.
Plans
Achievements
Workload
Stress
Measurement & evaluations are :
Tools to understand your market
Tools to determined how well you are succeeding
Tools for performance
Tools for workload .
Your SMART goals, should be mapped against :
Employee satisfaction
Employee performance
Organization’s goals
Organization’s plans
When you breakdown your large goal into smaller goals it called :
Plans
Strategies
Performance
Objectives
___________ is the tool to determine the most efficient and effective methods of goal achievements.
Strategies
Plans
Goals
Objectives
The abbreviation of (KPI) means
Key Performance Influencer
Key performance Indicators
Key Policies Indicators
Key Procedures Indicators
Prioritizing work means:
Not having any workload
Arranging tasks need to be done according to importance and urgent
Arranging tasks need to be done according to importance
Arranging tasks need to be done according to urgent
The process of organizing the tasks according to importance to meet deadlines is called
Time Management
Key performance indicators
Organization goals
Employee performance
One of the following is a tool helps in time management :
Objectives
Listing tasks regularly
Active listing
Managing time
The term of flexibility means:
The ability to cooperate with new plans or new changes.
The ability to prioritize your work tasks.
The ability to achieve goals
None of the above
The main objective of time management is:
To work according to organization policy & procurers
To create task listing
To achieve results
To understand workload
The term (delegation ) means :
To help others
To work under stress
To achieve your goals
Allow your colleagues to help you with some of your tasks.
By using urgent and important matrix , which one is your first task to do from the following
Not important & not urgent
Important & urgent
Important & not urgent
Not important & urgent
______________ is the ratio of inputs to outputs .
Efficiency
Effectiveness
Flexibility
Delegation
_______________ is a measure of the extent to which the product or service meets customers’ needs or expectations.
Efficiency
Effectiveness
Flexibility
Delegation
______________ is identifying task urgent / non urgent – Important / non important.
Efficiency
Effectiveness
Urgency
Delegation
Diaries, log books, check sheets are tools that can be used to :
Self- assessment
Time management
Delegation
Flexibility
