$1.$ Managing human resources and diversity: Barcelona case study

Watch the following video, in which the chief operating officer $($COO$)$ of Barcelona Group, Scott Lawton, talks about how his company manages human resources. Then answer the questions below.

Transcript

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?

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

Have job candidates take a test in which they demonstrate their customer service skills.

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

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