EXAM #2

The word TEAM stands for:

Together Everyone Achieves More

A job description is used to: decide on disciplinary action. assign work. spell out qualifications. a and b All of the above.

a and b

which of the following are reasons why supervisors often avoid coaching employees?

a and b

Pre-employment tests must be:

a and d valid given to all applicants (if given at all) and give consistent results

Preshift meetings should be all of the following except:

a chance for the manager to talk about him or herself

TQM is:

a continuous improvement process

Negative team norms:

a, b, and c

Negative team norms: are behaviors that are against the interest of the team. can develop by abusing team norms. are not accepted by the overall group. allow teams to strive for the same goal. a, b, and c

a, b, and c

Employees learn best when: they are actively involved in the learning process. the training is relevant and practical. they have a good trainer. a and b All of the above.

all of the above

Which of the following are true regarding proper interviewing technique? Be a good listener. Do not interrupt. Maintain eye contact. Hear out potential candidates. All of the above.

all of the above

Which of the following is an example of a motivator? Recognition Responsibility Achievement Advancement All of the above.

all of the above

Which of the following steps should a supervisor or manager use when they catch an employee doing the right thing?

all of the above

which of the following criteria defines team effectiveness?

all of the above

The carrot-and-stick approach to motivation combines:

all of the above: reward and punishment positive and negative incentives coercion and expectation

Reasonable accommodation refers to:

any change or adjustment to a job or the work environment that will enable someone with a disability to perform essential job functions

Which of the following statements are some of the best approaches to motivation? Don't be a decisive boss. Work objectively with everyone. Empower the workers. b and c All of the above.

b and c

Which of the following statements are some of the best approaches to motivation?

b and c work objectively with everyone empower the workers

A process involving observation of employee performance and conversation focusing on job performance between the manager and the employee is called:

coaching

_________ is a process involving observation of employee performance and conversation focusing on job performance between the manager and employee

coaching

Which of the following statements about coaching is false?

coaching is easy; most people figure it out in no time

The first step in setting up a performance system is: analyzing the job. defining the purpose. defining levels of performance. writing performance standards. writing the standard.

defining the purpose

Which theory of motivation states that money is the only thing people work for? Theory X Incentives theory Reality theory Economic person theory Theory Z

economic person theory

Which of the following is not one of the three essentials for setting up a successful performance standard system? Employee participation The employee should be in charge at all times Active supervisory leadership and assistance throughout Built-in reward system b and d

employee participation

Which of the following is the last step in the TQM process?

evaluate and support the process

If groups are to develop successfully, they will engage in all of the following activities except:

exploring

Which of the following does not help you to develop cross-cultural interaction skills?

expressing yourself in new ways

One of the ways to influence an informal team is to:

generally give feedback somewhere in the middle

There are four steps to take at turning a group into a team. According to the text, what is the first step?

get the team's input into establishing team goals

One of the benefits of training is: giving the supervisor more time to manage. giving the workers positive discipline. giving the business a number of warm bodies to do the work. developing a buddy system. All of the above.

giving the supervisor more time to manage

A number of people working together, or considered together because of similarities, is called a:

group

1 / 1 pts A good way to increase motivation to learn is to: emphasize the negative consequences of not learning. set up a learning schedule the trainee must meet. have a system of rewards and praise achievement. all of the above.

have a system of rewards and praise achievement

Which of the followin is not one of the three ways to influence an informal team mentioned in the text?

identify the norms

managing people at work by setting a good example and by giving 100% of you time, effort and enthusiasm to you own job is known as:

management by example

Job enrichment involves reorganizing a job to include:

more opportunity for responsibility and recognition

Job enrichment involves reorganizing a job to include: more work. more money. more power over the people who do the work. more opportunity for responsibility and recognition. more work for the same money but less responsibility.

more opportunity for responsibility and recognition

Which of the following is the why of behavior? Self-esteem Rewards Social needs Motivation

motivation

The first step in coaching is to:

observe employees doing their jobs

The survey mentioned in the text asked a nationally representative group of 3,400 employees what they considered to be "very important" in deciding to take their current job. The top reason was: open communication. few choices regarding other opportunities. they knew someone in the company. great pay.

open communication

Which level of Maslow's hierarchy of needs does survival fall under?

physiological

Behavior modification is associated with

positive reinforcement

JIT skills training consists of: putting the new worker on the job beside a skilled and experienced worker. a multiple-step training program based on performance standards. a five-step program consisting of reading, seeing, experiencing, doing, and forming habits. preparation, show and tell, performance, follow-through. all of the above.

preparation, show and tell, performance, follow-through.

According to Maslow, a person's most basic needs are:

psychological

One thing great managers/leaders share is continuous moving, helping, confidence, direction, and coaching. This is called:

purposed action

The notion that once an expectation is set, even if it not accurate, we tend to act in ways that are consistent with that expectation is called:

self-fulfilling prophecy

in Maslow's hierarchy of needs, the need to belong is included in

social needs

self-actualization is:

the desire to fulfill one's own potential

Characteristics of successful teams include all of the following except:

there is a synergy where the output of the member is greater than the team

Which of the following should be written before developing a unit training plan? Performance standards Training objectives Standard procedures All of the above.

training objectives

the motivation through fear theory:

uses coercion, threats, and punishment

Human resource directors estimate the cost of employee turnover at for an hourly paid employee. $2,000 $4,000 $8,000 $12,000 None of the above.

$4,000

A typical preshift work meeting should last anywhere between:

10 and 15 min

Which of the following is an example of a motivator?

All of the above recognition responsibility achievement advancement

which of the following motivational theories was Frederick Taylor an advocate of?

Economic Man Theory

True or False at the top of hierarchy of needs are physiological needs

FALSE

True or False The last step in the TQM process is to track results

False

According to Maslow, a person's most basic needs are: psychological. self-fulfillment. esteem of others. safety. a and d

Psychological

As known and is taught today in management and education circles, the notion of a self-fulfilling prophecy was conceptualized by :

Robert Merton

The notion that once an expectation is set, even if it is not accurate, we tend to act in ways that are consistent with that expectation is called: self-fulfilling prophecy. self-actualization. peak experiences. self-projection.

Self-fulfilling prophecy

What type of empowerment allows employees to make decisions within limits?

Structured

Human resource directors estimate the cost of employee turnover at about ______for an hourly paid employee and ______ for a management position. $4,000, $8,000 $2,000, $4,000 $4,000, $12,000 $8,000, $12,000

$4,000 , $12,000

True or False Informal groups are work groups established by the company

False

True or False McGregor put forth Theory A and Theory B

False

Those born between the late 1960's and 1980 are referred to as:

Generation X

A process used to help employees who are performing poorly because of personal problems is called:

coaching

Group synergy is:

employees helping and encouraging each other to excel

Groups that are more social by nature:

informal groups

An ________ will evolve on its own. It has a rotation of leadership. The group leader does not have power over the group

informally appointed team

The Family and Medical Leave Act of 1993 allows employees to take an unpaid leave of absence from work up to:

12 weeks per year

If you give 75% of effort to your job, your employees are likely to give _____ to ______-$?

25 to 50%

All of the following statements are true of the tell-and-sell approach except: It is a mild version of the authoritarian approach. It is a presentation based on logic alone. It seems to be a natural approach for someone who has developed sensitivity in handling people. a and b All of the above.

All of the above

Which of the following are true regarding proper interviewing technique? Be a good listener. Do not interrupt. Maintain eye contact. Hear out potential candidates. All of the above.

All of the above

A process involving observation of employee performance and conversation focusing on job performance between the manager and the employee is called: total quality management. management by exception. coaching. counseling.

Coaching

True or False A group is defined as individuals who share a common goal and the responsibility of achieving it

False

True or False A typical per-shift meeting should last anywhere between 20 and 25 minutes

False

what needs are at the bottom of Maslow's pyramid?

Physiological needs

The word TEAM stands for: together everyone attains more. together everyone aims for more. together everyone achieves much. together everyone achieves more. togeather everyone accepts more.

Together Everyone Achieves More

True or False A formally appointed team has an appointed leader

True

True or False According to Theory Y, work is as natural as play or rest

True

True or False According to the Motivation- Hygiene Theory, removing the cause of dissatisfaction does not create satisfaction

True

True or False Delegation is when one gives a portion of their responsibility and authority to a subordinate

True

True or False Empowerment means ensuring that employees have the skills, knowledge, and authority to make decisions that would otherwise be made by management

True

True or False The first step in building a team is to clarify goals

True

True or False The term 'motivation' refers to what makes people tick

True

True or False approximately half of the foodservice workforce is compromised of employees from 18-to-40 something years old

True

Culture is defined as

a and b our values our lifestyle

Which of the following is true regarding training? When good training is lacking, there is likely to be an atmosphere of tension, crisis, and conflict A small mistake or oversight made by a poorly trained employee can't have enormous impact Having a person who is leaving a job train the person who will take it over is known as trailing a and b All of the above.

all of the above

Which of the following steps should a supervisor or manager use when they catch an employee doing the right thing? Describe the specific action you are praising. Explain the results or effects of the actions. State your appreciation. a and c All of the above.

all of the above

Which of the following statements about coaching is false? Coaching a team can be fun and stimulate productive teamwork. What every good leader needs is continuous feedback about their performance as well as their employees. Coaching is easy; most people figure it out in no time. Working together, the coach and the employee can resolve problems successfully. None of the above.

coaching is easy; most people figure it out in no time

Group synergy is: helping employees discourage one another. encouraging employees to form groups. employees helping and encouraging each other to excel. All of the above. a and c

employees helping and encouraging each other to excel

the way to motivate people is to

get to know them and find out what each individual responds to

The major challenge facing leaders and human resource professionals over the next 20 years will be leading:

human energy

Groups that are more social by nature are: formal groups. informal groups. dysfunctional groups. b and d All of the above.

informal groups

the difference between job enrichment and job loading is:

job enrichment shifts the way things are done and job loading builds in job motivators

A raise given to an employee based on how well the employee has done his or her job is known as a(n): award or incentive. merit raise. performance appraisal. promotion. a and b

performance appraisal

Which of the following is the biggest problem in training employees? Urgent need Diversity of workers Training time Turnover Short-term associate

urgent need

The magic apron method is: when people train themselves. when the person that is leaving train. when the manager trains. the best method of training. a and d

when people train themselves

Formal groups are:

work groups that include committiees, group meetings, work teams, and task forces

The American with Disabilities Act (ADA) of 1990 makes in unlawful to discriminate against the estimated ______ million Americans who have a disability.

43

Poor supervision can cost companies dearly in:

All of the above discrimination lawsuits high turnover rates litigation time and money

Which theory of motivation states that money is the only thing people work for? Theory X Incentives theory Reality theory Economic person theory Theory Z

Economic person theory

which theory of motivation states that money is the only thing people work for?

Economic person theory

The Hawthorne experiments, relating to human relations theory, were conducted by:

Elton Mayo

True or False At the bottom of hierarchy of needs is self-fulfillment

False

True or False Forming is when group members agree on their shared goals and norms and closer relations develop

False

True or False Frederick Taylor put forth the carror-and-stick method of motivation

False

True or False Motivation through fear often works

False

True or False Team norms are set behaviors that do not change

False

True or False The fastest growing ethnic group in the United States are Hispanics, African Americans, and people of Asian origin.

False

The theory that the best movitvator is opportunity for achievement and growth in the job itself is identified with:

Frederick Herzberg

The group of Americans born in the 1980's and 1990's is:

Generation Y

The group of Americans born in the 1980s and 1990s is: tweens. Generation X. Generation Y. Baby Boomers. None of the above.

Generation Y

There are four steps to take at turning a group into a team. According to the text, what is the first step? Get the team's input into establishing team goals. Stress communication. Allow some team decision making. Have collaboration among team members.

Get the team's input into establishing team goals

The theory that work is as satisfying as play or rest when it is filling a need is part of

Theory Y

Which of the following statements is true regarding motivation?

a and b poorly motivated people do what is necessary to get by without hassle highly motivated usually work hard and do superior work

A periodic review and assessment of employee performance during a given period is called a: performance review. performance appraisal. performance evaluation. All of the above. a and c

all of the above

Which of the following statements is true? There are two types of empowerment: structural and inflexible. Structured empowerment allows employees to make decisions within specified limits. Flexible empowerment gives employees more scope in making decisions to give outstanding guest service. b and c All of the above.

b and c

The theory that the best way to make workers productive is to make them happy is associated with:

human relations theory

The theory that the best way to make workers productive is to make them happy is associated with: Frederick Taylor. Douglas McGregor. human relations theorists. Abraham Maslow. Douglas McArthur.

human relations theory

For a performance standard system to work it should: be put to work as swiftly as possible. be constantly supervised. include a built-in reward system. be developed by a consultant.

include a built-in reward system

The halo effect refers to: letting your expectations of a person color your judgment of a person's work. comparing one person with another. rating everybody average. letting one thing about a person color your judgment of that person's performance as a whole. All of the above. l

letting one thing about a person color your judgement of that person's performance as a whole.

Which of the following the why of behavior?

motivation

Which of the following is not of the three forms of communication workers expect from their boss?

nonverbal communication

Herzberg referred to environmental factors, such as company policy and supervision, as:

personal factors

The type of appraisal that helps put employees at ease because they know what will be discussed during their appraisal is known as: rating scale appraisal. self-appraisal. performance appraisal. performance review. peer appraisal.

self-appraisal

What type of empowerment allows employees to make decisions within limits? Semi-structured Flexible Structured Informal Constructed

structured

In dealing with security needs, you can increase motivation by:

telling them exactly what you expect and providing structure

In the Zagat survey mentioned in the text, what percent of complaints were service related?

50%

What percent of both foodservice and hotel employees are women?

60%

Which of the following is the first step in creating a diversity and inclusion program?

Develop a mission statement that include diversity and inclusion

The final step in developing a performance standard system is to: evaluate worker performance on the job. train the worker. develop standard procedures. write performance standards.

evaluate worker performance on the job

The difference between job enrichment and job loading is: job enrichment shifts the way things are done and job loading builds in job motivators. job loading shifts the way things are done and job enrichment builds in job motivators. the terms are interchangeable. None of the above. All of the above.

job enrichment shifts the way things are done and job loading builds in job motivators

Behavior modification is associated with: positive reinforcement. fear and punishment motivation. human relations theory. money as a motivator. carrot-and-stick approach.

positive reinforcement

The order of steps in the performance review process are: preparing for the evaluation, making the evaluation, sharing it with the worker, providing follow-up. making the evaluation, sharing it with the worker, preparing for follow-up. preparing for the evaluation, making the evaluation, observing the worker, dismissing the worker (if necessary). coaching the worker, evaluating the worker, sharing it with the worker, retraining. sharing the evaluation, follow-up, training, and reevaluating.

preparing the evaluation, making the evaluation, sharing it with the worker, providing follow-up

The Civil Right Act of 1964, Title VII, as amended, makes it unlawful to discriminate against applicants on the basis of:

race, color, religion, gender, and national origin

Self-actualization is: the desire to fulfill other people's needs. associated with the carrot-and-stick theory. the desire to fulfill one's own potential. people's belief about the nature of life. c and d

the desire to fulfill one's own portential