Chapter 15: Processes in HRM

Question 1

What is acquisition in HR?

Acquisition

Answer 1

The process of attracting and recruiting the right staff for roles in a business.

Question 2

Why is acquisition important for businesses?

Acquisition

Answer 2

It ensures stable workforce levels and reduces high turnover, which is costly due to repeated hiring and training.

Question 3

What does acquisition involve analysing?

Answer 3

The internal and external environment to determine staffing needs.

Question 4

What are internal factors affecting acquisition?

Answer 4

Business goals and culture, current performance, and size/structure.

Question 5

What are external factors affecting acquisition?

Answer 5

Economic conditions, competition, technology, legal rules, political priorities, and social factors like work-life balance.

Question 6

What is recruitment?

Acquisition

Answer 6

The process of locating and attracting the right quantity and quality of staff to apply for vacancies.

Question 7

What is employee selection?

Answer 7

Gathering information about applicants to choose the most suitable one.

Question 8

What does effective recruitment and selection involve?

Answer 8

Hiring qualified applicants
Fair, legal, non-discriminatory process
Giving realistic job previews

Question 9

How does Qantas recruit staff?

Answer 9

Through job analysis, internal/external recruitment, and a detailed selection process (interviews, tests, checks, exams)

Question 10

Why is acquisition crucial at Qantas?

Answer 10

As a service-based business, Qantas depends heavily on people for success.

Question 11

What happened to Qantas’ workforce during COVID?

Answer 11

Recruitment was frozen and ~⅓ of staff were cut by April 2022.

Question 12

How did Qantas respond post-COVID?

Answer 12

Rehired ~5,500 workers (2022–2024) and is planning more recruitment due to demand recovery.

Question 13

Why do people still apply to Qantas despite criticisms?

Answer 13

Due to its strong reputation and attractive employee benefits (over 20 applicants per role).

Question 14

What is development in HR?

Development

Answer 14

The process of improving staff skills, abilities, and knowledge through induction, ongoing training, and professional development.

Question 15

Why is training important for employees?

Development

Answer 15

It helps them learn new skills and improve existing ones.

Question 16

How does development affect employee retention?

Development

Answer 16

Effective development programs help retain talented staff and keep them motivated and committed long-term.

Question 17

How do training and development needs change over an employee’s career?

Development

Answer 17

Early: focus on qualifications

Mid: exploring different roles

Later: developing specialist or leadership skills

Question 18

What development support might employees over 40 need?

Development

Answer 18

Knowledge upgrades, mentoring, managing work-life balance, and retirement transition.

Question 19

What are methods of development used by businesses?

Development

Answer 19

Mentoring/coaching

Performance appraisals

Professional learning

Career development planning

Question 20

How do businesses improve functional flexibility in the workforce?

Development

Answer 20

Through:

• Multi-skilling
• Job rotation
• Removing restrictive practices
• Job enlargement and enrichment

Question 21

What is induction in HR?

Development

Answer 21

A program to introduce new employees to the job, co-workers, business, and its culture

Question 22

Why is induction important?

Development

Answer 22

It builds confidence, promotes positive attitudes, explains safety policies, and helps form good working relationships.

Question 23

Who is involved in the induction process?

Development

Answer 23

Supervisors, co-workers, and the HR department.

Question 24

What is the risk of not having an effective induction?

Development

Answer 24

Most employee turnover occurs in the first 3 months without proper support.

Question 25

What is the purpose of training in HR? ## Footnote *Development*

Answer 25

To create long-term improvements in employees' skills, knowledge, attitudes, and behaviours

Question 26

How does training contribute to business success? ## Footnote *development*

Answer 26

It helps adapt to change, improves competitiveness, and reduces turnover.

Question 27

What are the key features of an effective training program?

Answer 27

Assessing needs Considering internal/external influences Planning the process Evaluating outcomes

Question 28

Why does Qantas invest in staff development? ## Footnote *Development - Qantas*

Answer 28

To improve HR capabilities, increase efficiency, and maintain a competitive edge.

Question 29

How much does Qantas spend annually on training and development? ## Footnote *Development - Qantas*

Answer 29

$275 million per year.

Question 30

What are the objectives of training and development at Qantas? ## Footnote *Development - Qantas*

Answer 30

* Increased efficiency * Improved service quality * Fewer accidents/equipment damage * Personal growth (motivation, leadership) * More versatile and adaptable staff * Reduced absenteeism and turnover

Question 31

What is on-the-job training? Give examples. ## Footnote *Development - Qantas*

Answer 31

Training while working (e.g., apprenticeships, mentoring, job rotation).

Question 32

What are the advantages of on-the-job training at Qantas? ## Footnote *Development - Qantas*

Answer 32

* Cost-effective * Learn while being productive * Practical, hands-on experience * Team-based learning

Question 33

What are the disadvantages of on-the-job training? ## Footnote *Development - Qantas*

Answer 33

Inconsistent training quality Risk of bad habits Disrupts operations

Question 34

What is off-the-job training? Give examples. ## Footnote *Development - Qantas*

Answer 34

Training outside regular duties (e.g., university courses, simulators, Qantas College Online).

Question 35

What are the advantages of off-the-job training? ## Footnote *Development - Qantas*

Answer 35

Learn broader skills Expert instructors Boosts confidence before starting work

Question 36

How did Qantas use training strategically during low demand (e.g., COVID)? ## Footnote *Development - Qantas*

Answer 36

Used staff surplus hours for training to avoid stand-downs, gaining long-term benefits in staff capability.

Question 37

What is maintenance in HR? ## Footnote *Maintenance*

Answer 37

The processes involved in retaining staff and managing their wellbeing at work.

Question 38

How can staff wellbeing be maximsied? ## Footnote *Maintenance*

Answer 38

By encouraging participation in decision-making and building a supportive work culture.

Question 39

How can employees be involved in decision making? ## Footnote *Maintenance*

Answer 39

Through teams, collective bargaining, workplace surveys, and workplace activities.

Question 40

Why is communication important in the workplace? ## Footnote *Maintenance*

Answer 40

It strengthens relationships, prevents conflict, and reduces turnover.

Question 41

What are examples of effective communication strategies in the workplace? ## Footnote *Maintenance*

Answer 41

Regular meetings, staff bulletins and social functions to keep staff informed and motivated. emails and surveys

Question 42

What happens when communication is poor? ## Footnote *Maintenance*

Answer 42

It can lead to misunderstandings, workplace conflict, and high staff turnover.

Question 43

How does employee participation benefit a business? ## Footnote *Maintenance*

Answer 43

Improves communication, empowers staff, builds trust, and increases efficiency and commitment.

Question 44

What is remuneration? ## Footnote *Maintenance*

Answer 44

Compensation received by employees for their work, including monetary and non-monetary benefits.

Question 45

Examples of monetary remuneration? ## Footnote *Maintenance*

Answer 45

Salaries, wages, work cars and phones.

Question 46

Examples of non-monetary remuneration? ## Footnote *Maintenance*

Answer 46

Flexible hours, extra holidays, childcare, partner discounts and remote work.

Question 47

What has there been an increasing desire for which 1/3 of AUS worker cite as a mjor consideration in their future work choices? ## Footnote *Maintenance*

Answer 47

Flexible working arrangements and family friendly work arrangements

Question 48

What are flexible working conditions? ## Footnote *Maintenance*

Answer 48

Arrangements helping staff balance work with life/study, enabled by technology (e.g., remote work, job sharing).

Question 49

Examples of flexible work options? ## Footnote *Maintenance*

Answer 49

Flexitime, career breaks, job sharing, remote work, family leave, part-year work, study/work flexibility.

Question 50

Benefits of flexible work for businesses and employees? ## Footnote *Maintenance*

Answer 50

Better work-life balance, improved retention, reduced costs, stronger engagement, better public image.

Question 51

Why is legal compliance important in maintenance? ## Footnote *Maintenance*

Answer 51

Avoids fines and reputational damage by meeting WHS, anti-discrimination, and other legal standards.

Question 52

How does corporate social responsibility apply to HR maintenance? ## Footnote *Maintenance*

Answer 52

Encourages proactive, preventative actions to ensure ethical treatment and risk minimisation.

Question 53

What is the focus of the maintenance function at Qantas? ## Footnote *Maintenance - Qantas*

Answer 53

Retaining valuable staff by ensuring motivation, commitment, and wellbeing through remuneration, work conditions, and support programs.

Question 54

Why is remuneration important at Qantas? ## Footnote *Maintenance - Qantas*

Answer 54

Used to recruit/retain staff, boost satisfaction, reward performance, and reduce turnover—but it's also Qantas' largest cost.

Question 55

How does Qantas manage remuneration? ## Footnote *Maintenance - Qantas*

Answer 55

Targets ~3% annual pay rises Influenced by internal (strategy, performance) and external (unions, inflation, economy) factors Subject to disputes, especially with unions

Question 56

What flexible work conditions has Qantas implemented? ## Footnote *Maintenance - Qantas*

Answer 56

More part-time roles Paid maternity leave increased to 12 weeks 10 days carer’s leave/year ‘Keep in Touch’ program for maternity leave Childcare centres (Syd, Melb, Bris) Parental leave extended to 104 weeks

Question 57

How does Qantas promote a positive work environment? ## Footnote *Maintenance - Qantas*

Answer 57

Through strong staff facilities, flexibility, and compliance with laws like WHS, EEO, and anti-discrimination.

Question 58

How did Qantas support staff during COVID-19? ## Footnote *Maintenance - Qantas*

Answer 58

Partnered with Woolworths to find temp jobs Offered financial and psychological counselling Held weekly virtual town hall meetings for updates

Question 59

What issues show Qantas needs improvement in maintenance? ## Footnote *Maintenance - Qantas*

Answer 59

High turnover Industrial disputes over pay, safety, staffing, and job security Criticism of cost-cutting and aggressive bargaining tactics

Question 60

## Footnote *Separation*