Q1 목적 다음 글의 목적으로 가장 적절한 것은?

• ① to suggest ways to improve employee performance
• ② to encourage managers to pay employees more
• ③ to explain the impact of inconsistent incentives
• ④ to describe how to calculate call volume
• ⑤ to provide tips for better customer service

정답 ③

해설 본문은 관리자의 말과 실제 보상 체계가 불일치할 때 발생하는 'mixed signals'의 문제점과 그로 인해 직원들이 겪는 혼란을 다루고 있으므로 'to explain the impact of inconsistent incentives'가 정답이다.

Q5 제목 다음 글의 제목으로 가장 적절한 것은?

• ① How To Manage Employees In Call Centers
• ② Why Paying For Speed Improves Customer Care
• ③ The Importance Of Creating Better Company Values
• ④ Different Ways To Measure Employee Work Performance
• ⑤ The Hidden Cost Of Simple Reward Systems

정답 ⑤

해설 'The Hidden Cost Of Simple Reward Systems'는 보상 체계가 단순화되었을 때 발생하는 의도치 않은 결과와 혼란을 다루는 이 글의 핵심을 가장 잘 요약하고 있다.

Q8 빈칸문장-객관식 다음 빈칸에 들어갈 말로 가장 적절한 것을 고르시오.

• ① The manager should implement a new training program to ensure high quality.
• ② Such mixed signals leave the employees confused about the manager's values and expectations.
• ③ Call center employees often feel overwhelmed by the high volume of daily tasks.
• ④ Management must prioritize the overall satisfaction of every client in the firm.
• ⑤ Employees are generally motivated by various factors beyond just financial rewards.

정답 ②

해설 앞 문장에서 언급된 '속도와 품질 사이의 상충되는 신호'가 직원들에게 미치는 부정적인 영향(혼란)을 설명하고, 뒷 문장에서 이 문제가 '보상 기준'이라는 핵심 질문으로 이어지는 구조이므로 이 문장이 논리적 연결 고리 역할을 합니다.

Q10 순서배열 주어진 글 다음에 이어질 글의 순서로 가장 적절한 것을 고르시오.

[주어진 글]
Our choices and actions send messages to others about our values. Consider a manager who communicates to her employees in a call center that "customer care is the most important thing for our company." That's a signal to others regarding values.

(A) In many cases, performance is multidimensional, but compensation is only given to one aspect of performance, typically the one that is easiest to measure. Simple "one-aspect" compensation sends a clear message to the workers: concentrate on what we're paying you for and ignore everything else.

(B) Such mixed signals leave the employees confused about the manager's values and expectations. This mixed signals problem is channeled into a simple question: what should be rewarded?

(C) Now, imagine that the manager sets the incentives such that employees are paid by the number of calls they answer. This incentive sends a very different signal about what the manager is looking for: it's about being fast, which comes at the expense of quality of care.

• ① (A) - (B) - (C)
• ② (A) - (C) - (B)
• ③ (B) - (A) - (C)
• ④ (B) - (C) - (A)
• ⑤ (C) - (B) - (A)

정답 ⑤

해설 정답 순서: (C) → (B) → (A)

Q11 요약문빈칸 다음 글을 아래와 같이 요약하고자 한다. 빈칸에 들어갈 알맞은 어휘를 주어진 철자로 시작하여 각 한 단어로 답안을 작성하시오.

Managers often inadvertently send conflicting messages by aligning (a)c____________ with easily measurable metrics rather than overall performance. When (b)i____________ prioritize speed over quality, employees become confused about the organization's true values and expectations. This (c)m____________ forces workers to focus exclusively on rewarded tasks while neglecting other essential responsibilities. Ultimately, companies must ensure that their reward systems accurately reflect their stated (d)p____________ to avoid creating counterproductive behavior among staff members.

정답
(a) compensation [보상, 변상] - Managers often inadvertently send conflicting messages by aligning compensation with easily measurable metrics rather than overall performance.
(b) incentives [인센티브; 자극; 동기 유발] - When incentives prioritize speed over quality, employees become confused about the organization's true values and expectations.
(c) misalignment - This misalignment forces workers to focus exclusively on rewarded tasks while neglecting other essential responsibilities.
(d) priorities [우선순위, 우선권] - Ultimately, companies must ensure that their reward systems accurately reflect their stated priorities to avoid creating counterproductive behavior among staff members.