QUESTION 1 (10 marks) Topic 8: Employee Socialization and Orientation 1) What are the differences between organizational roles and group norms? How are they similar? 2) Why is role ambiguity, role conflict, and role overload detrimental to the success of individuals and an organization?

QUESTION 2 (10 marks) Topic 9: Skill and Technical Training 1) Explain why skills training programs are important for the long-term vitality of organizations. 2) Colleges and universities are primarily service enterprises. What key components would you include in customer service training for college employees, such as security or records office staff, who interact with students?

QUESTION 3 (10 marks) Topic 10: Coaching and Performance Management 1) What is meant by the term performance management, and how is this different from the performance appraisal practices that are common in many organizations