A call center manager requests refresher training for customer service representatives because the average call length has increased significantly. The manager claims nothing has changed except the return policy. Which action by a talent development professional best exemplifies taking a systems-thinking approach to this request?
Two manufacturing companies in different cities—Company A and Company B—have recently undergone a merger but will continue operating separately for the immediate future. Company B did not have a talent development (TD) department, so the TD professional who reported to the chief executive officer (CEO) of Company A before the merger will now report to the CEOs of both companies. The TD professional is asked by the CEO of Company A to put together a team-building program to get the employees from both companies to work well together.
The TD professional has a meeting with the CEO of Company B, who believes the training should be postponed for at least six months so the two groups of employees can operate autonomously as if the merger had not happened.
The CEO of Company B has resigned, and the CEO of Company A now leads both organizations. The CEO still wants to conduct team-building activities and recommends that the senior leadership team of Company B travel to the site of Company A for a meeting to plan the team-building activities.
What should the TD professional do?
A talent development (TD) professional is approached by a department manager for advice on how to improve an employee's performance on assigned monthly reports. How should the TD professional approach this situation?
A talent development (TD) professional has been asked to present new call center techniques to a customer service group. During a break, a participant says the information is being presented too quickly for the group to understand. Which technique should the TD professional use to monitor the situation and modify the training?
A TD professional at an online retail company is approached by one of the company's cloud services managers, who is concerned about the cloud services team's recent work performance. The manager states that the team members repeated the same mistakes from past teams. The TD professional performs a needs analysis and determines that the team members did not leverage information, best practices, and historical data recorded by past teams in the company's knowledge management system (KMS).
The TD professional determines that the team members are not motivated to use the KMS because they find it too time-consuming to access useful information.
How should the TD professional engage and/or motivate the team to utilize the KMS?
A talent development (TD) professional has been tasked with creating a knowledge management system for a small company. The TD professional has begun the process of collecting organizational knowledge and has compiled paper manuals, standard operating procedures, process charts, and other archived materials. How can the TD professional most effectively access the collective knowledge of the company's leaders?
An employee meets with a manager and indicates an interest in moving into a different department to prepare for a higher-level position. Currently, no openings are available. Which is the most effective solution for the manager to recommend?
TESTED 17 Dec 2025
