Chapter 3 - Human Resources Flashcards
1
Q
In human resources planning, the brokerage must…
A
- Assess if the current staff can produce results anticipated in strategic plan.
- Estimate needs early, to avoid crash hiring process.
- Hire qualified staff.
- Contingency plan, if qualified staff cannot be found in time
- Create job descriptions.
- Plan must allow for modification.
2
Q
3 aspects of selection process.
A
- Recruitment.
- Screening and Interviewing.
- Hiring
3
Q
5 advantages of recruiting from within
A
- Training and orientation costs are minimal.
- Faster hiring process, maintaining customer service.
- Takes guesswork out of hiring.
- Improves morale.
- Reduces turnover.
4
Q
Screening Procedures.
A
- Application form.
- Resume.
- Employment Interview.
- Testing.
- Reference checks.
5
Q
What should orientation include?
A
- Intro to coworkers.
- Tour of office.
- Enrollment in benefits.
- Review position description.
- Explanation of performance expectations (most critical)
6
Q
4 ongoing training programs
A
- Quality service training
- Sales training
- Product knowledge training
- Leadership training
7
Q
5 areas that sales training should emphasize
A
- Listening skills
- Problem solving
- Consultative selling
- Building trust
- Follow-up
8
Q
Elements of a training plan.
A
- Who is being trained?
- What is the subject of training?
- Why are we training?
- How will training be evaluated?
9
Q
3 types of training.
A
- On the job.
- Classroom.
- Computer.
10
Q
What is a ‘non-piracy’ clause?
A
- Doesn’t restrict employees from working in insurance after leaving.
- Does restrict them from taking accounts from previous employer.
11
Q
What is a career path?
A
Developing employees to become suitable for senior positions in the future.
12
Q
What is the best way to manage employee performance?
A
-Giving equal weight to quantity of business as well as quality of work and service.
