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Free response · 4.1 Management and Leadership
Exam-style concept-application task: apply the topic to a new business scenario. Suggested time 12–13 minutes.
FRQ 3 — Concept application (3 points)
Harborline Kayak Tours has grown from one owner-guide to a company with 12 seasonal tour guides, 3 year-round office staff, and 1 operations manager. The owner notices that two experienced guides quit last month after a competitor offered similar pay, and new guides take weeks to learn river safety protocols that experienced guides handle instinctively.
(A) Identify which of the four functions of management is most clearly missing from how the owner has been running guide scheduling and safety training, and explain why. 1 pt
(B) Recommend ONE retention tool from the framework (other than a raise) the owner could use to keep experienced guides, and explain why it would be cost-effective compared to losing them. 1 pt
(C) Identify which type of employee training would best address new guides' slow learning of safety protocols, and explain why it fits better than the alternatives. 1 pt