SHRM SHRM-SCP Online Practice Questions and Exam Preparation

SHRM SHRM-SCP Online Questions & Answers

• Question 141:

  Phil has been authorized to conduct a benefits benchmarking exercise and industry salary survey to ensure that salaries meet or lead the market, are updated with current market trends; and help retain employees so they do not seek employment in other firms. Phil is seeking to meet which level of needs in Maslow's hierarchy?

  A. Self-actualization needs
  B. Safety and security needs
  C. Physiological needs
  D. Esteem needs
  B. Safety and security needs

  ---

  Safety and security needs in the workplace include having formal contracts of employment as well as benefits such as a pension scheme, vacation pay, and sick pay. It also places an emphasis on health, safety, and wellbeing in the working environment.

• Question 142:

  The primary difference between a Health Savings Account (HSA) and a Flexible Savings Account (FSA):

  A. Makes medical payments based on fee-for -service agreements
  B. Provides reimbursements only for current year
  C. Requires employees to seek medical providers within a network
  D. applies specifically to Highly Compensated Employees
  B. Provides reimbursements only for current year

  ---

  Both FSAs and HSAs allow people to save for their medical expenses on a tax-advantaged basis by using pretax money to pay for qualified medical costs. One difference between a HSA and a FSA is that the FSA provides reimbursement only for the current year (there are some exceptions - Employees get a grace period of 2 1/2 months to use funds or Employees can roll over $500 into next year's FSA.).

• Question 143:

  An HR department at a midsize company hosts regular manager meetings to provide updates regarding company structure, practices, and policies. During the recent meeting, the HR director notified all managers of the company's new code of conduct policy and plans for an upcoming training about the policy. The policy explicitly states that managers must not form personal relationships with their direct reports. The HR director explains that the policy was created because concerns about fairness related to promotions and rumors about favoritism were beginning to cause conflict within some departments. Some of the managers express that training is not necessary, but they all agree to attend it.

  A few days after the training, the HR director receives a complaint from an HR employee who claims to have seen a manager and one of the manager's direct reports at a restaurant. The HR director was already concerned about this manager's judgment because the manager approved a promotion for the same direct report even though the direct report has documented performance-related issues. The HR director discusses the issue with the manager. In response, the manager criticizes the new policy and insists the relationship did not impact the direct report's promotion recommendation. The manager also states that the training was unclear and that other managers have the same opinion.

  Which action should the HR director take first to address the claim that other managers believe the training on the code of conduct policy was unclear?

  A. Send an email to all managers to solicit detailed feedback about the training.
  B. Implement a survey to collect feedback on the effectiveness of the training from the managers.
  C. Offer to meet individually with each manager who needs clarification regarding the training.
  D. Hire an external trainer to review the alignment of the policy with the training content.
  B. Implement a survey to collect feedback on the effectiveness of the training from the managers.

• Question 144:

  The Receptacle organization has lost its overall market share by 13% because its customer satisfaction levels has deteriorated over the last 7 months. The Chief Executive Officer (CEO) speaks to the Chief Human Resource Officer (CHRO) about receiving anonymous emails of dysfunction in the customer service department. The CEO asks the CHRO to determine why the department is performing poorly, and if the Head of Customer Service (HCS) is able to lead the team effectively. The CEO states that

  the rising levels of customer complaints of poor service must be handled urgently and decisively.

  The CHRO schedules a meeting with the HCS. The HCS was a top performer as an employee for 4 years and was recently promoted to lead the department. During the meeting, the HCS admits that he is facing significant employee relations problems. He states that certain employees are given preferential treatment by the CEO based on familial ties and these employees cannot be controlled. He is at a loss on what to do about these "problem" employees because they have access to the CEO based on

  family ties.

  Staff in the department respond to an average of 3 calls per hour while the industry standard average is 7 calls per hour. The HCS states that he is desperate for help and is open to any solutions that the CHRO can offer. The CHRO finds that the department is not staffed at full capacity and though the vacant positions have been posted in-house, employees are not keen on applying for the roles based on rumors of poor employee relations, bias, chaotic systems and controls. How should the CHRO resolve the problem of the small number of calls per hour in the department?

  A. Provide orientation training for the staff of the department to increase the number of calls by showing them a line of sight between their productivity levels and the strategic goals of the organization.
  B. Develop a Request for proposal (RFP) through which a temporary staffing agency is selected to provide optimum customer service per service level agreements (SLA).
  C. Work with the HCS to determine a compulsory work rule of 7 calls per hour for each employee going forward, based on the industry standard average.
  D. Take note of the calls, define the nature of the calls and determine the approximate time needed to resolve customer issues successfully for each call.
  D. Take note of the calls, define the nature of the calls and determine the approximate time needed to resolve customer issues successfully for each call.

  ---

  To effectively resolve the issue of the small number of calls, the CHRO must first determine critical information on the duration and nature of the calls to determine the root problem before implementing a solution. Note that until the root cause of the problem is determined, the appropriate solution cannot be known or implemented.

• Question 145:

  An organization has several objectives that must be met in the following year. As part of the appraisal process, goals have been developed for each employee of the company. Employees will participate in establishing these goals. Each of the employee's goals will be based on the organization's overall objectives. Which of the following best describes this appraisal method?

  A. Behaviorally Anchored Rating Scales (BARS)
  B. Forced ranking
  C. Management by objectives
  D. Paired comparison
  C. Management by objectives

  ---

  Management by objectives commonly referred to as MBO is a performance appraisal method that determines how closely aligned an employee's goals are to organizational goals. MBO appraisals are suitable for measuring quantitative and qualitative output of high-level employees. MBO appraisal methods differ significantly from other performance evaluation methods because MBO appraisals are typically used for employees in leadership roles because MBO goals are expressly tied to organizational success. The objectives identified in a manager's MBO appraisal typically reflect department goals that will substantially affect the organization.

• Question 146:

  Which best describes a conflict in the workplace?

  A. Social conflict includes disagreement between peers such as competition.
  B. Horizontal strain is when negotiations have failed between the union and management.
  C. Intraorganizational conflict involves a formal dispute such as litigation.
  D. Subjective conflict cannot result in more than one solution.
  A. Social conflict includes disagreement between peers such as competition.

• Question 147:

  An international nonprofit organization that helps local communities access cutting-edge conservation science to protect natural resources is hiring a new executive director . Each applicant for the position must go through an assessment center and an interview conducted by two board members and the CEO. The chairman of the board finalizes the selection process after a meeting where all applicants are assessed, and an agreement is reached.

  An external candidate with extensive experience in "go green" advocacy is selected for the role. The newly hired executive director informs the board that he is concerned about the vulnerable nature of the company's software structure. He advises that the software systems be upgraded. He states that the upgrade will render 60% of the jobs in IT obsolete which will result in significant cost savings for the organization. The board approves the newly hired director's proposal and the IT manager is instructed to draw up a request for proposal to IT software vendors while the HR manager is instructed to finalize on the employees that are to be laid off.

  The HR manager is not certain that the layoff is a good idea and decides to have a meeting with the executive director to discuss the intended changes. The executive director fails to attend the scheduled meeting and does not show up at work altogether. The HR manager endeavors to contact the executive director but receives no response. After 2 weeks of no communication and not coming to work, the Board decides to terminate the executive director's employment, and the HR manager sends a letter of termination of employment to his home address and personal email address. The board of directors determine the software structure should not be changed and cancels the layoff plan.

  A new HR staff member believes employee motivation at the organization can be significantly improved by introducing a new employee benefit. She informs the HR manager in a bid to win support for her idea. The HR manager agrees to meet with her to discuss the idea of the benefit briefly. How should the HR staff member prepare for the meeting?

  A. Prepare a detailed business case that shows the feasibility and effectiveness of the benefit in improving employee motivation.
  B. Gather insight from employees through a focus group to show employee backing for the benefit.
  C. Research the HR Manager's work profile.
  D. Determine what might be motivating the HR Manager in her job.
  D. Determine what might be motivating the HR Manager in her job.

  ---

  Due to the brief nature of the meeting, the ideal preparation for the meeting will be to determine what may be motivating the HR Manager in her job and use this information as a leverage to win support for her idea.

• Question 148:

  What is the most accurate description of risk?

  A. The probability of an organization's exposure to vulnerabilities that represent negative deviation from what is expected
  B. Adverse consequences of an event that has enterprise-wide impact
  C. Qualitative and quantitative representation of an organization's vulnerability to loss
  D. The effect of uncertainty on an organization's capability to meet its objectives
  D. The effect of uncertainty on an organization's capability to meet its objectives

  ---

  According to ISO 31000, risk is the "effect of uncertainty on objectives" and an effect is a positive or negative deviation from what is expected - whereas risk management is "coordinated activities to direct and control and organization with regard to risk".

• Question 149:

  What elements does the risk matrix equation use to determine level of uncertainty?

  A. The current and prospective risk to earnings or capital arising from violations of or nonconformance with laws.
  B. The likelihood or probability of occurrence of an event and the severity of its impact.
  C. The high-level review and analysis of controls relating to a process.
  D. The measurements that are necessary for organizations to monitor for potential issues.
  B. The likelihood or probability of occurrence of an event and the severity of its impact.

  ---

  Risk is a combination of the consequences of an event (severity) and the associated chance of something happening (likelihood or probability). The risk equation is simply; Risk = [Consequence] * [Likelihood]. The definition of risk is therefore a simple formula: "risk = probability x loss"

• Question 150:

  Where the laws mandate a percentage quota or other special considerations for a specified minority group is called ____________?

  A. affirmative action
  B. equal employment
  C. reservation
  D. equal opportunity
  C. reservation

  ---

  With the principle of reservation, the law mandates a percentage quota (such as employment) for a specified minority group. For example, Reservation in India provides historically disadvantaged groups representation in education, employment and politics. Based on provisions in the Indian Constitution, it allows the Indian government to set reserved quotas or seats which lower the qualifications needed in exams, job openings etc. for "socially and economically backward citizens.