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Scott believes that “you can’t train people to be enthusiastic, nice, fun, great people. You have to hire that.” Based on this, which HR activity would be appropriate for Barcelona? choose one.

….Put all new hires through extensive customer service training, both on-the-job and in formal workshops.

….Have job candidates perform a role-play in which they demonstrate their customer service skills.

….Screen job applications on the basis of whether the candidate has a college degree.

….Evaluate employees’ performance and give them bonuses on the basis of how many customers they serve each shift, on average.

Imagine that Scott has asked your opinion about whether Barcelona should try to reduce involuntary turnover. What is an advantage of the current practice of firing a large percentage of employees? choose one.

—-Barcelona can develop a monoculture in which all employees behave similarly.

—-Barcelona can replace less effective performers with better performers.

—-Barcelona can gain valuable feedback about deficiencies in the company by conducting exit interviews.

—-Barcelona saves money on training costs.

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