Dear Fellow Committee Members:
With David’s guidance, I have drafted fifty eight exam questions for the SRPS course. By Tuesday, April 5, please do the following:
Answer the questions based on your knowledge of the course material. You may delete all but the correct answer or highlight the correct answer.
Rate the questions with regard to their relevance to the material. (With 3 having the most relevance)
Rate the questions with regard to their relevance to our profession. (With 3 having the most relevance)
Please send your responses to me by April 5 and I will try to have them tabulated by our April 6 conference call. Thank you.
Dee Hansford
QUESTIONS FOR INTRO & STRATEGY MODULE
1. The current NAER Best Practices Standards includes recognition strategy, management responsibility, program measurement, training, events and celebrations, program change, flexibility, and
Acommunication plan
Bcommunity involvement
Crecord keeping
Dcash awards
Relevance to course material ___Relevance to profession ____
2. What statement best defines the NAER Best Practices nomination process:
A Only recognition practitioners may nominate
BOrganizations may either self-nominate or be nominated by a third party
COnly NAER Board of Directors may nominate
DOnly third parties may nominate
Relevance to course material ___Relevance to profession ____
3. At the very minimum, a nomination must contain information on:
AStrategy and Management Responsibility
BTraining
CProgram Measurement
DProgram Budgets
Relevance to course material ___Relevance to profession ____
4. In order to receive a “Best-in-class” award, candidates must:
AScore the highest number of points possible in seven categories
BScore the highest number of points possible in one category by documenting their efforts
CSubmit glossy, expensive materials that promote their programs
DWrite a lengthy nomination
Relevance to course material ___Relevance to profession ____
5. To receive a “Best overall” award, the candidate must excel in:
A4 standards
B5 standards
C6 standards
D7 standards
Relevance to course material ___Relevance to profession ____
6. The NAER Best Practices Award is modeled after several similar competitions including Best Places to Work (Working Mother Magazine), BEST Award (American Society for Training and Development) and:
AThe Malcom Baldrige National Quality Award
BThe ISO 9000 Award
CThe 50 Best Small & Medium Best Companies
DESM Association’s Awards of Excellence
Relevance to course material ___Relevance to profession ____
7. The panel of judges for the NAER Best Practices Award is comprised of:
AThe NAER Board of Directors and Advisory Board
BPractitioners and recognition experts
CAn independent panel chosen by the Board
DA third party such as Price Waterhouse Coopers
Relevance to course material ___Relevance to profession ____
8. Which of these is not included in the Three-Dimensional Model for Effective Recognition?
ADay-to-Day
BIncentives
CInformal
DFormal
Relevance to course material ___Relevance to profession ____
9. Day-to-Day recognition is best described as
Afrequent
Bhigh cost
Chighly structured
Dplanned in advance
Relevance to course material ___Relevance to profession ____
10. Which statement is most descriptive of Informal Recognition?
Acelebrates progress toward goals and milestones
Brequires a central budget
Coccurs on scheduled dates
Dis extremely brief and spontaneous
Relevance to course material ___Relevance to profession ____
11. What is one disadvantage of Formal Recognition:
Structured
AInvolves a nomination process
BNot effective for recognizing large numbers of employees
CLinked to the organization’s values and goals
DInvolves a selection process
Relevance to course material ___Relevance to profession ____
12. Since 2000, NAER has partnered with which organization to conduct a survey of our members:
ASociety for Human Resource Management
BWorld at Work
CEmployee Services Management Association
DThe Great Places To Work Institute
Relevance to course material ___Relevance to profession ____
13. The 2005 Survey reflects the following trend:
AAttendance and Employee of the Month programs are gaining popularity
B92% say recognition is occurring more than 12 months previous
CService recognition is second to Performance recognition
DThe majority of executives view recognition as an expense rather than an investment
Relevance to course material ___Relevance to profession ____
14. According to the 2005 Survey, what percent of the respondents plan to offer new recognition programs in the next 12 months?
A20%
B48%
C75%
Dabout equal numbers will add programs as those who will drop them
Relevance to course material ___Relevance to profession ____
15. What factors compelled Conemaugh Memorial Medical Center Senior Leaders to consider a change in the organizational culture:
AEscalating patient complaints
BEscalating health care costs
CEscalating union pressure
DEscalating employee conflict
Relevance to course material ___Relevance to profession ____
16. In response to low patient satisfaction scores, Conemaugh designated Service Excellence as a priority and asked employees to develop:
AA different patient satisfaction survey
BPerformance standards
CJob satisfaction standards
DDisciplinary standards
Relevance to course material ___Relevance to profession ____
26. Which Conemaugh recognition program element represents a formal program?
AThank-you cards that managers keep in supply and present to employees who display excellent behavior.
BStaff meetings that the vice presidents attend to recognize staff and listen to concerns.
CCandy Bars that managers keep in supply with personalized wrappers for recognition.
DThe Gold Star Program, at which recipients are recognized at the Director Supervisor Meeting and presented with a gift certificate, lapel pin, and congratulatory letter from the president.
Relevance to course material ___Relevance to profession ____
27. By successfully aligning recognition strategy with its business objectives and goals, Conemaugh organizations can has achieved the following:create
ADeveloped a culture where employees behaviors advance the organiziation’s goals and value are motivated
BDeveloped a culture where only fulltime employees are motivated
CDeveloped a culture where employees who deal with patients customer are motivated
DDeveloped a culture where only teams of employees are motivated
Relevance to course material ___Relevance to profession ____
QUESTIONS FOR MANAGEMENT RESPONSIBILITY MODULE
28. According to Kouzes, and Posner in their book, The Leadership Challenge, both leaders and managers should embody which essential trait:
A. Skilled at giving clear direction
B. Ability to encourage the heart
C. Control over day-to-day operations
D. Financial acumen
Relevance to course material ___Relevance to profession ____
29. According to the NAER/World at Work 2005 Survey, what percent of Senior Management provide the highest level of support for recognition:
A. 30% provide the highest level of support
B. 17% provide the highest level of support
C. 19% provide the highest level of support
D. 10% provide the highest level of support
Relevance to course material ___Relevance to profession ____
30. Which component most accurately describes the first letter of the Management Responsibility acronym, CICA:
A. Commitment
B. Communication
C. Compassion
D. Clarity
Relevance to course material ___Relevance to profession ____
31. To ensure that the Management Responsibility is met, a logical first task would be to:
A. Develop & present ROI
B. Advocate and explain organizational benefits
C. Define and document policy
D. Plan and conduct analysis
Relevance to course material ___Relevance to profession ____
32. The first step taken by the senior leaders of Conemaugh Memorial Medical Center to change their organizational culture was to:
A. Hire Press Ganey to conduct a public relations campaign to improve patient satisfaction
B. Hire Press Ganey to measure patient satisfaction and compare it with other hospitals in their peer group
C. Hire Press Ganey to develop and administer recognition programs
D. Hire Press Ganey to train staff on techniques to improve patient satisfaction
Relevance to course material ___Relevance to profession ____
33. What specific role does the senior leadership of Conemaugh play in its recognition celebration?
A. The president and vice president present a framed plaque and food basket to the group
B. The vice president and director present a framed plaque and food basket to the group
C. The director and manager present a cash award to the group
D. The director and manager take photos of the group for the newsletter
Relevance to course material ___Relevance to profession ____
34. As demonstrated in the case of Bronson Healthcare Group in Kalamazoo, MI, manager accountability was ensured by linking workforce excellence with the organization’s
A. Strategic Plan
B. Marketing Plan
C. Communication Plan
D. Recruitment Plan
Relevance to course material ___Relevance to profession ____
QUESTIONS FOR PROGRAM MEASUREMENT MODULE
35. The best-case scenario for recognition-based measurements would be:
A. Metrics based on key financial indicators
B. Anecdotal data gathered from focus groups
C. Quantitative and qualitative measurements
D. Employee and customer survey data
Relevance to course material ___Relevance to profession ____
36. Among those who measure the success of their recognition programs, which of the following is their primary source of data?
A. Customer satisfaction surveys
B. Employee satisfaction surveys
C. Stockholder satisfaction surveys
D. Executive satisfaction surveys
Relevance to course material ___Relevance to profession ____
37. To ensure that Best Practice Award candidates meet or exceed the criteria for Program Measurement, NAER requires that a nomination include data for at least:
A. one year
B. two years
C. three years
D. five years
Relevance to course material ___Relevance to profession ____
QUESTIONS FOR COMMUNICATION PLAN MODULE
38. When considering candidates for the NAER Best Practices Award, a panel of judges evaluates the organization’s:
A. recognition communication strategy, goals, and programs
B. budget for recognition communication in relation to payroll
C. communication and public relations
D. detailed five year strategic plan
Relevance to course material ___Relevance to profession ____
39. When applied to recognition communication, “branding” refers to:
A. All recognition awards have the same common look and feel
B. All recognition awards have the company logo
C. All recognition-related communications have the same common look and feel
D. All recognition programs have the same name
Relevance to course material ___Relevance to profession ____
40. The success of a communication plan depends on:
A. Choosing the appropriate typeface
B. Choosing the appropriate medium for the audience
C. Choosing when it is appropriate to ignore an audience
D. Choosing the least expensive medium
Relevance to course material ___Relevance to profession ____
41. Respondents to the NAER/World at Work 2005 survey ranked which medium as the preferred means of communication about recognition:
A. Employee handbook
B. Employee orientation
C. Employee newsletter
D. Employee grapevine
Relevance to course material ___Relevance to profession ____
QUESTIONS FOR TRAINING MODULE
42. Which acronym explains the training cycle?
A. ASTD
B. ABBIE
C. ADDIE
D. ANDY
Relevance to course material ___Relevance to profession ____
43. Which of the following is a component in the training cycle?
A. Intervention
B. Inspection
C. Implementation
D. Interpretation
Relevance to course material ___Relevance to profession ____
44. Respondents to the NAER/World at Work 2005 survey ranked which training method as the least used:
A. Video-based
B. In-person training
C. Online education
D. Handbook
Relevance to course material ___Relevance to profession ____
45. Which is the most effective learning method for the retention of knowledge:
A. Web-based course work
B. Trial and error
C. Other people
D. Course work and self-study
Relevance to course material ___Relevance to profession ____
46. Which key variable emerged as a central theme in the case study of the University of Michigan Health and Human Services? :Huh?
A. Top-notch gifts and cash awards in the area of reward and recognition
B. Top-notch production values and budget in videos
C. Top-notch instruction and guidance on hospital procedures
D. Top-notch instruction and guidance in the area of reward and recognition
Relevance to course material ___Relevance to profession ____
47. What percentage of new information do we generally forget within the first 24 hours after training?
A. 99%
B. 73%
C. 48%
D. 33%
Relevance to course material ___Relevance to profession ____
QUESTIONS FOR EVENTS & CELEBRATIONS
48. Candidates for the NAER Best Practices Award in Standard #6 are asked to provide:
A. The process for celebrations, events, and award ceremonies
B. The process for recruiting event coordinators
C. The process for funding events and award ceremonies
D. The process for site selection of events and award ceremonies
Relevance to course material ___Relevance to profession ____
49. According to the NAER/World at Work 2005 survey, 70% of recognition awards are presented in which setting:
A. One-on-one with manager
B. Company-wide meeting
C. Staff meeting
D. Special event
Relevance to course material ___Relevance to profession ____
50. Which of the following is seldom used as an award:
A. Certificates and plaques
B. Trips
C. Cash
D. Jewelry
Relevance to course material ___Relevance to profession ____
51. Which of the following elements contributes most to a successful event:
A. Specific refreshments are served
B. Specific agendas are followed annually
C. Specific accomplishments recognized
D. Specific monetary awards are presented
Relevance to course material ___Relevance to profession ____
52. When planning recognition presentations, Chester Elton and Adrian Gostick suggest using which events as a model?
A. Academy Awards
B. Nobel Peace Prize
C. Olympic Medal
D. World Cup
Relevance to course material ___Relevance to profession ____
53. Choosing the right presenter is a key success factor at a recognition presentation. Ideally, that person is
A. A close family member
B. A manager who knows the employee
C. The most senior executive
D. A co-worker who nominated the employee
Relevance to course material ___Relevance to profession ____
QUESTIONS FOR CHANGE & FLEXIBILITY MODULE
54. The best indicator of when a recognition program should be re-assessed:
A. Program feedback
B. Program administrator retires
C. Program is 2-3 years old
D. Program administrator is bored
Relevance to course material ___Relevance to profession ____
55. Candidates for the NAER Best Practices Award in Standard #7 must demonstrate a regular process to evaluate program elements and change them as needed to promote:
A. Divisional competition
B. The latest industry trends
C. The organization’s goals and values
D. The company vice-president’s goals and values
Relevance to course material ___Relevance to profession ____
56. Respondents to the NAER/World at Work 2005 survey reported that 57% administer recognition programs in which business unit:
A. Marketing
B. Human Resources
C. Labor Relations
D. Sales
Relevance to course material ___Relevance to profession ____
57. Respondents to the NAER/World at Work 2005 survey reported that they invest what percent of payroll to recognition programs:
A. Less than 1%
B. 1-3%
C. 3-5%
D. 10%
Relevance to course material ___Relevance to profession ____
58. The TELUS Team Machine program added a unique category to reward employees who save the company money when:
A traveling
B. buying supplies
C. budgets are tight
D. carpooling
Relevance to course material ___Relevance to profession ____
New Questions
Recognition Strategy
Recognition Strategy should focus on
A)Employees work ethic and attitude
B)Employee Behaviors that advance the organization’s goals & values
C)How managers deliver recognition
D)What employees should do to recognize others
A recognition strategy can only be developed by senior managements
a) True
B) False
The five key components of a recognition strategy are
A) linkage to business strategy, three-dimensional, procedures, objectives & continous improvement process.
B)
Which is not a primary objective of organizations implementing a recognition system?
a)Create a positive environment
b)Motivate high performance
c)Increase moral
d)Increase turnover
A nomination form is an example of what component of a recognition strategy?
A) Recognition Procedures
B) Objective
C) Continuous Improvement
D)
Management Responsibility
One responsibility of senior management is to provide adequate resources to maintain the recognition program.
A)True
B)False
C)
Senior management plays a visable role in successful organizations recognition cultures.
A)True
B)False
Methods to hold managers accountable for recognition include
a)making it a performance objective linked to their annual review
b)asking managers to write XX thank-you notes to employees
c)rewarding managers who
Measurement
Measuring the number recognition activities conducted in an organization effectively measures the impact of a recognition program.
a)True
b)False
Analyzing changes in employee or customer satisfaction over time is an example of
a)quantitative measurement
b)qualitative measurement
c)Neither
Focus groups are an example of what type of measurement
a)quantitative
b)qualitative
Communications
Most organizations spend what % of their budget on communications?
a)
misc
What is the difference between recognition & incentives?
A)Incentives are a conditional reward; Recognition is not promised.
What is Recognition?
What is the difference between an award and a reward?