51. ATTITUDE

  1. Attitude starts from inner mind and urge

a) Yesb) Not Necessary

  1. Many times intention and action do not coincide

a) Yesb) No both are same

  1. Expected Attitude shoud focus more on

a)Constructive and result – oriented

b) To follow companys’ procedures

  1. Generally Managers are not able to evaluate real Attitude of employees

a) Yes, it is sob) No. They evaluate perfectly

  1. Self – Discipline is the exact picture of inner attitude

a) Yesb) Not Necessary

  1. Result of any job perfromance is the accumulation of attitude traits

a)Yes. Definitely

b) No. it may be because of compulsion not by Attitude

  1. Attitude can fill-up the gap of knowledge or skills

a) Yes. Definitelyb) Not Possible

  1. Can Attitude be quantified?

a)Yes. in relation to standards set in Attitude

b)No. it is an invisible factor

  1. Application of knowledge and skill on the job, depends on the blend of Attitudinal skills

a) Yes. Attitude cannot be separated b) No

  1. Total Business depends on same wave length of application of Attitudinal skills

a) Yesb) No. it depends on other factors also

52 PERSONAL CLEANLINESS (PC)

  1. HR professionals must maintain pc because they are the role models

a) Yes. Definitelyb) Not Necessary

  1. Dress code, hair style, walking style, sitting posture, body language – everything include pc

a) Yesb) Not Necessary

  1. Fully buttoned shirts, trimmed hair, trimmed nails – are must

a) Yesb) Not Necessary

  1. Wearing inserted shirt preferably with full-hand

a) Yes it looks smartb) Not Necessary

  1. For women HR members, Dress Colour should be

a) Lightb) Dark

  1. Smiling Face is an added advantage

a) Yesb) Not Necessary

  1. Are you in the habit of inserting pencils in ears, fingers in noses, etc. that too in public

a) Yes. Sometimesb) Not at all

  1. Taking food with spoon or by hands

a)With spoon always particularly in a group

b)It depends upon the item of food

  1. Do you wash hands after using toilets?

a) Yes Definitelyb) it depnds upon the situation

  1. Are you in the habit of smoking or pawn user?

a) Nob) Yes Sometimes

53. MANNERISMS

  1. Wishing the other person, whenever you see first time during office hours

a) Yes Routinelyb) Not Necessary

  1. Are you in the habit of eating food alone or in a group?

a) Aloneb) Group

  1. Whenever you see elderly and experienced Managers, do you respect them?

a)Yes. Sometimes Volutarilyb) Not Necessary

  1. Do you crititicize a person opnely or in a close room

a) Openlyb) Never Criticize at all

  1. Do you always prefer queue system?

a) Yes Alwaysb) It depends on Urgency

  1. Do you knock the others’ doors and then enter?

a) Yes always b) It depends on Situations

  1. Do you use loud voice or medium tone?

a) Loud Voice, because it worksb) Medium and polite

  1. Do you use lengthy words in Communication?

a) No. Short and to the pointb) Yes. because it develops communication

  1. Do you offer chair irrespective of positions

a) Yes Definitelyb) No. do not want to more so close

  1. Do you encourage personal questions other than job?

a) Yes. To some extentb) No. why should I other than job?

54. COMMUNICATION SKILLS

1.

CASE STUDY:2

Name of Employee______

Dept/Section______

TEST YOUR MANAGEMENT of COMMUNICATION SKILLS
Circle the answer that best describes what you would do in each situation: *Right Answer
1.Your boss's immediate supervisor asks you to lunch. When you return, you
sense your boss is curious. Do you
a) give your boss a detailed description of the lunch?

b) Avoid telling your boss anything?
c) Mention the lunch casually - as though it really had no significance?

2. You're in the middle of an important meeting with your boss and
there's a long distance business call for you. Do you
a) ask the boss's Secretary to say you are out of the Office?
b) Accept the call and take as much time as it needs?
c) Tell the person you're in a meeting and ask when you may call back?
3. As you are ready to leave for a hard-to-get job interview, you discover
a spot on your shirt. Do you
a) call to reschedule the interview?
b) Rush to the store and buy a new shirt?
c) Decide the spot is not very noticeable after all, and go to the interview
'as is'?
4. You're conducting a staff Meeting on new sales procedures. One
employee keeps interrupting with questions not germane(relevant) to the
subject. Do you..
a) request all employees to hold their questions until you're finished?

b) Accept the interruptions?
c) Tell the employee that interruptions are out of order?

5 You are asked, by someone outside the Company to write recommendation
for a former employee whose work record was not very satisfactory. Do you..
a) write a letter that details your negative observations?
b) Write a letter emphasizing one or two positive points?
c) Decline the request?

6. A staff member comes to you to complain about the work habits of another.
Do you..
a) "We'll have to discuss that later - there's too much else to do now"?
b) "I will be glad to talk to with both of you - together, not separately?
c) "What is the problem.. let's discuss it now?
:
7. Your employees' Christmas party is underway on the shop-floor when you
arrive
Everybody seems well into into the season's spirits too well, in
fact. Do you....
a) try to be a "good guy" and join in the fun?

b) Leave immediately?
c) Tell the person in charge that the party is out-of-hand and suggest it be
ended as soon as possible?
8. For the fourth consecutive Friday, a staff member asks to leave early.
Do you say...
a) "I can't keep giving you permission like this - others resent it?"
b) "Not today - there may be a staff meeting at 4 o'clock"?
c) "you are important to us - I need you to put in a full day especially on
Fridays"?

9. You've been quoted correctly and favorably by the writer of a national
magazine article. Do you now...
a) send the writer a gift?
b) Call and thank the writer for the publicity?
c) Write an appreciative note and offer to be of future help to the writer?

10. You have been hired from outside the company as Director of a large
Department. You know several staff members thought
they should have had the position. On the first day, do you.....
a) initiate individual conversations with those individuals about the
situation?
b) Ignore the problem and hope it'll go away?
c) Recognize the problem but concentrate on your job and on getting to know
everyone?
11. An employee says to you, "I shouldn't tell you this, but have you
heard...? Do you say.....
a) "I don't want to hear any office gossip'
b) "I am interested only if it concerns our business"?
c) "What is the latest-- let me in on it"?
12. Your boss, in a customer meeting, makes an inaccurate statement. Do
you...
a) point out the mistake later to your boss - and expect him or her to
correct the statement?
b) Correct your boss in front of the customer?
c) Try to handle it yourself with the customer - at another time?

55. LEADERSHIP

  1. A good leader who accepts his weakness openly?

a) Yesb) No. He should not disclose it

  1. In Current scenario, which leadership style works out?

a) Participativeb) Autocratic

  1. Which leadership style develops confidence among sub-ordinates

a) Participativeb) Delegative

  1. A Leader concerns for sub-ordinate development?

a) Yes. He is good leaderb) Not Necessary

  1. A good leader crticizes his sub-ordinates’ failures openely

a) No. He Should notb) Yes He must do it,then only take it as a challenge.

  1. A good leader takes the failures of his sub-ordinates on his shoulders

a) Yesb) Not Necessary

  1. Which skill works out for positive work culture?

a) Rigid & firmb) Flexible

  1. Position of a leader is permanent or Need-base?

a) Permanent in Natureb) No. need – based only

  1. Leader must be good Trainers

a) Yes. To some Extentb) Not Necessary

  1. Sharing information is a good quality of a leader

a) Yes. To some extentb) No Need at all

56. PARTICIPATIVE LEADERSHIP SKILL

  1. For better results, participative approach is good

a) Yes Definitelyb) No. Sometimes nobody accepts failures

  1. Participative approach will develop sharing knowledge

a) yes. it is a multi-way processb) Not Necessary

  1. Part. . Approach, sometimes negatively develp leniency.

a) Yes.it depends on a leaderb) Not Necessary

  1. Part. Approach develops ‘Enjoy Working’ climate?

a) Yes. To some extentb) No

  1. Formation of QC circles, part. Approach is the base?

a) Yes. Definitelyb) Not Necessary

  1. Trait of Empathy will be felt in part. Approach

a) Yes. Definitelyb) Not Necessary

  1. ‘Possessiveness’ will get decreased in part. Approach?

a) Yesb) Not To Some Extent only

  1. ‘Total Responsibility & Commitment’ will be there in part. Approach

a) Yesb) No. sometimes, identifying star performer is difficult

  1. Communication Skills will be developed in Part. Approach.

a) Nob) Yes definitely the level of ‘lateral’

  1. Evaluation of Performance of sub-ordinates is easy by adopting part. Approach culture

a) Yesb) Not Necessary

57. DELEGATIVE APPROACH (DA)

  1. Delegative Approach will develop

a) Confidence among membersb) No. sometimes it fails

  1. DA leads to multi-skill development?

a) Yesb) Not Necessary

  1. Planning skill will be developed by HOD thro’ DA

a) Yesb) Not Necessary

  1. Work environment is facilitated because of DA

a) Yesb) Not Necessary

  1. Decision-making is quicker in DA?

a) Yes even at the down – levelb) Not Necessary

  1. More corrective actions will be in DA?

a) Yesb) No. manytimes, the problems are not informed to the HOD

  1. Traits of Strengths are highlighted and weaknesses are not disclosed in DA?

a) Yesb) Not Necessary

  1. Total Involvement will be visible in DA

a) Yes. Definitelyb) No. it may be pretended

  1. Delegation is one of the preventive maintenance in human relations?

a) Yesb) Not Necessary

  1. Delegation invites unnecessary stress

a)Yes. I agree

b) No. Rather Stress control techniques will be developed

  1. KNOWLEDGE UP-DATION
  1. Knowledge or skill up-dation is achieved thro’

a) Self – Initiativeb) TNI identified by HODs

  1. Knowledge up-dation is achieved thro’

a) Sharing Communication and knowledgeb) Not Necessary

  1. Knowledge up-dation is better by

a) Reading Marvals or booksb) Self-doing

  1. Which is better?

a) Individual Learningb) Group Learning

  1. Which is the only resoure, if you share, it will increase?

a) Moneyb) Knowledge

  1. Maturity level depends on Knowledge up-dation

a) Yesb) Not Necessary unless it is validated

  1. Whether Failures lead to knowledge up-dation?

a) Yesb) Not Necessary

  1. Do you prefer

a) Extensive Knowledge up-dationb) Intensive knowledge up-dation

  1. Motivational factors lead to knowledge up-dation

a) Yesb) Not Necessary

  1. Good career planning or succession planning will lead to knowledge ip-dation

a) Yesb) Not Necessary

  1. LEARNING
  1. Learning is a continuous process

a) Yesb) No. it can be need-base only

  1. Learning by ‘Self-driven’ or ‘forced’ – which is good

a) Self – Learningb) Forced

  1. Which gives more learning Skills?

a) During the Work Processb) At the End of the Work

  1. During the work process, Learning is faster

a) Yes. definitelyb) No. it may slow down the process

  1. Which Attitude develops Learning skills?

a) Listening b) Hearing

  1. Which is better for job effectiveness?

a) Conditioned Learningb) Un-conditioned Learning

  1. Managers should give more attention to

a) Learning from up-wardb) Learning from self-experience

  1. Learning means

a) Knowing new thingsb) Also implement it on the job consistently

  1. Self Value is up-graded because of learning

a) Yesb) Not Necessary

  1. Focus of Learning must be towards

a)Constructive and productive purpose

b)Just to up-grade general intelligence

60. HR & QUALITY STANDARDS

  1. Role of HR in maintaining QS is important

a) Yes. To some extentb) No. Totally

  1. Maintaining Organization Culture standards is by

a) HRb) By all dept. thro HR Systems

  1. Standards in Skills are to be set by

a)Initiated by HR in consultation with HODs

b)Line Managers

  1. Quality Policy Awareness is generally monitored by

a) HRb) Line Managers thro’ HR

  1. HR standards should match with

a) Customer Satisfactionb) Quality Systems

  1. How do you bridge the gap in ‘Standard’ required and ‘Standard’ present?

a) Thro’ Trainingb) set the Rectt – Procedures

  1. HR Standard means to set standards in

a)Knowledge, Skills and Attitude

b)All HR Activities with no deviation

  1. Deviation in HR Standard is sometimes un-avoidable?

a) Yesb) No. it should not be

  1. Deviation in HR Standards invites

a)Preventive Maintenance Planning in HR

b)‘Biased’ sub – cultures will develop

  1. In all organizational activities, HR Standards’ are definitely involved either Open’ or hidden

a) Yes. Totally Open b) No. To some extent only open and many times it is biased and hidden.

61. HR – PROCESS CAPABILITY

  1. HR Process capability means

a)From recruitment to Job Satisfaction, capability of knowledge, skill and attitude is numerically measured

b)Ability of persons in a particular section

  1. Results of Process capability’ Compels Corrective Action followed by Preventive Action in lapse in HR Standards

a) Yesb) Not Necessary

  1. Each HR System is a HR process and thus capability is to be measured

a)Yes. it starts from Rectt. To Retention

b)No. some HR activities are general in Nature

  1. Who measures HR process capability?

a)Line Managers with the help of designed HR Formats

b)HR Manager directly

  1. Motivational Factors are a HR process?

a) Yes. definitely b) Not Necessary

  1. Safety and welfare contributes more towards strengthening HR process?

a) Yes. Totally agreeb) Not Necessary

  1. Training is a powerful tool for strengthening HR process

a) Yes. definitelyb) Not Necessary

  1. Which is better to measure the HR process?

a) HR Auditb) Internal Quality Audit

  1. HR Process capability data is better obtained from

a) Group Cohesivenessb) individual performance

  1. HR process is a continuous process or Batch process

a)Definitely continuous Process

b)No. it can be Batch process

62. COMPETENCY MAPPING (CM)

  1. CM is linking

a)Job performance with particular knowledge, Skill and Attitude

b)Also with extraneous factors such as welfare, safety, etc.

  1. CM is generally done by

a) Individualsb) HOD

  1. Star Performers’ CM is Model one

a) Yes. it must beb) Not Necessary

  1. CM is a powerful tool for Rewards

a) Yes definitelyb) Not Necessary

  1. Which is better?

a) Set the standards and then mapb) Map it and then tune the standards

  1. While mapping leader’s competency, can team member CM also be linked

a) Yes definitelyb) Not Necessary

  1. In India why ‘CM’ procedures are not implemented totally so far

a)Because of lack of understanding by HR

b)Lack of attitude and initiative by HODs

  1. Measuring the competency of employees will help in HR process capability

a) Yesb) Not Necessary

  1. CM is another method of ‘open Appraisal’

a) Yesb) No. To some extent only

  1. Which CM is better

a)Target or job-wiseb) Employee - wise

63. INTERVIEW PROCESS MAPPING

  1. Interview process is a pre-planned and pre-designed one

a) Yes definitelyb) Need not be

  1. Interview process is

a)Scrutinization to Selection

b)Starting time and closing time of interview

  1. Interview process capability depends on

a) Skill of interviewersb) HR Manager

  1. Which interview process is effective?

a)30% Attitude-related; 70% Job-related

b)50% Attitude-related; 50% Job-related

  1. Good Selection depends on good interview process

a) Yes definitelyb) Not Necessary

  1. Interview should be

a) Process-Orientedb) Interviewer-Oriented

  1. Briefing is required before any interview

a) Yes by HR Managerb) Not Necessary

  1. Set of Attitudinal & Job-related skill expectations is to be designed before any interview

a) Yes. HR manager in line with HOD concernedb) Not Necessary

  1. Retention will help improving the interview process

a) Yesb) Not Necessary

  1. Exit interview data will also add interview process capability

a)Yes

b) Not Necessary because many times, these data is out of emotions

64. VALUE ADDITION BY HR

  1. Value addition by HR to the end product or service is possible

a) Yes Definitelyb) Not possible

  1. Value addition by HR is

a) job done by employeesb) job done by Trained employees

  1. Value Addition by HR is, product/service under

a) enjoy working climateb) de-motivated working conditions

  1. Motivational factors are directly proportional to value addition

a) Yes Definitelyb) Not Necessary

  1. Value Addition by HR is quantifiable

a)Yes by introducing scientific HR formats

b)No. it is difficult

  1. Who could better present the HR value addition data?

a) HR Managerb) HODs

  1. How do you calculate HR Value Additon?

a) During the process of any jobb) at the end process

  1. Micro level Value Additions lead to macro-level Value Additions

a) Yesb) Need not be

  1. Can HR value addition be transformed to customer satisfaction?

a) Yes definitelyb) it cannot be

  1. For example, control of re-work / Rejection thro positive Attitude is HR value Addition during the work process.

a) Yes. definitely & meaure itb) No

65. ASK RATIO (Attitude:Skill:Knowledge)

  1. ASK Ratio must be equal.

a) No. Need not be.B) Yes. it must be.

  1. As per levels, ASK Ratio varies.

a) Yes. b) No. it must be equal.

  1. Down-level, ratio-level of ASK may be:

a) 2:2:1b) 3:2:1

  1. Middle level, ASK Ratio may be

a) 2:3:3b) 1:1:1

  1. Higher level, ASK ratio may be

a) 1:1:1b) 2:3:3

  1. Various inputs are required for arriving ASK Ratio.

a)Yes. Also with minute and micro level details.

b)No. Selectively enough.

  1. Higher the density of ASK level, closer the ratio.

a) Yes. b) Not Neceswsary.

8) Knowledge and Skill are the product and Attitude is the Process to present it, Will you agree?

a) Yes. Definitely b) Not Necessarty.

9) Many times,knowledge and skill capability do not match Attitude.

a) Yes. To some extent. B) No.

10) Standards lead to exact ASK Ratio.

a) Yes. definitely b) Not necessary.