HA 301 Quiz 2

7. When deciding whether to take disciplinary action, it is important for the supervisor to distinguish facts from allegations and opinions. Which of the following statements is an opinion? a. "The fact is that your attitude has been less than desirable during the past month." b. "You have missed six days during the past two months." c. "Jim was very specific in his complaint. He said you cursed him yesterday when he bumped you in the hallway." d. None of the above.

A. "The fact is that your attitude has been less than desirable during the past month."

Which of the following statements about motivating a staff is true? a. A supervisor cannot motivate employees; employees must motivate themselves. b. Motivation is not a supervisory issue because employees are paid to do what their supervisors tell them to do. c. Supervisors are responsible for motivating all employees in their departments. d. Staff motivation would not be a problem if supervisors raised the level of their expectations.

A. A supervisor cannot motivate employees; employees must motivate themselves.

Which of the following statements about substance abuse in the workplace is false? a. Drug abuse is limited to entry-level employees. b. Drug abusers have a higher accident rate than drug-free employees. c. Drug abusers use more sick time than drug-free employees. d. Supervisors have a duty to report any illegal activity involving substance abuse.

A. Drug abuse is limited to entry-level employees.

1. Which of the following actions can management take to influence a union organizing campaign? a. Explain that, even if the union wins the election, it must still bargain with management. b. Withhold benefits from union organizers. c. Ask employees about how they intend to vote. d. Promise benefits to employees who vote against the union.

A. Explain that, even if the union wins the election, it must still bargain with management.

Mick is a dining room supervisor at the GreenTree Hotel. Theresa, one of the servers on his staff, comes to him after the dinner rush one evening and complains that Jack, another server on Mick's staff, keeps taking tables from her section whenever he gets the chance, to build up his tips. Mick asks Theresa if she has said anything to Jack about this, and she says no. What should Mick do? a. Mick should encourage Theresa to try to solve this problem herself, and ask her to let him know how she fares. b. Mick should immediately call Jack into his office and reprimand him. c. Mick should call both Theresa and Jack into his office as soon as possible and encourage them to "duke it out," while he stands by to act as a referee if necessary. d. Mick should tell Theresa to get back to work and stop bothering him with her petty problems.

A. Mick should encourage Theresa to try to solve this problem herself, and ask her to let him know how she fares.

Sometimes referred to as legitimate power, what type of power stems from the formal authority granted to a position within the hierarchy of an organization? a. Position b. Reward c. Coercive d. Expert

A. Position

Jeff is a newly hired employee and a potential star performer. His job knowledge and skills are still relatively low, but he does a good job with guests and is the first to help out co-workers. Which of the following motivational strategies would be most appropriate for you to adopt? a. Provide the necessary training/coaching to raise Jeff's performance a notch or two higher. b. Get to know Jeff's needs, interests, and goals and link them with department/organizational goals. c. Learn why Jeff is so highly motivated and transfer the knowledge when working with rest of your staff. d. None of the above.

A. Provide the necessary training/coaching to raise Jeff's performance a notch or two higher.

7. Typically, the first step in a progressive disciplinary process is: a. an oral warning. b. suspension. c. written warning d. discharge.

A. an oral warning.

Several individuals working in a hospitality organization should be trained in a technique that provides artificial circulation and breathing to someone whose hear or lungs have stopped. This technique is called: a. cardiopulmonary resuscitation. b. Heimlich maneuver. c. Heimlich resuscitation. d. Cardiopulmonary rehabilitation.

A. cardiopulmonary resuscitation.

The goal of disciplinary action is to: a. close the gap between an employee's unacceptable behavior and the required standard of performance. b. punish employees who violate company policies and break rules. c. reinforce the command structure of the organization and the formal power invested in the supervisor. d. intimidate other employees so they will not violate company policies and break rules.

A. close the gap between an employee's unacceptable behavior and the required standard of performance.

That stage of team development in which the team is first brought together and team members start to connect is called the __________ stage. a. forming b. adjourning c. norming d. performing

A. forming

Joel is the banquet service supervisor at the Glitz Country Club. Several months ago he formed two banquet service teams from the most experienced and well-trained employees on his staff. The teams are empowered to plan, deliver, and evaluate the food service for a number of functions held at the club. Joel's leadership style with these teams is likely to be: a. laissez-faire. b. bureaucratic. c. dictatorial. d. autocratic.

A. laissez-faire.

Coaching and evaluating performance are among the best tools a supervisor has to increase employee motivation because they: a. let employees know how well they are performing their jobs. b. enable the supervisor to push for greater productivity. c. provide a paper trail documenting unacceptable behavior. d. are the basis for raises and promotions.

A. let employees know how well they are performing their jobs.

Which of the following is the best example of what could be an example of bona fide occupational qualifications? a. male attendants in a men's locker room b. female beverage servers under 25 years of age in a sports bar c. Asian-American sales staff in a company specializing in tours of the Far East d. weight restrictions for recreation department staff at a fitness resort

A. male attendants in a men's locker room

Believing that all people in a particular ethnic group are overly aggressive is an example of: a. stereotyping. b. appreciating cultural differences. c. acculturation. d. multiculturalism.

A. stereotyping.

A small number of people who are committed to a common purpose and common goals, and who develop trust in each other through open communication is called a: a. work team. b. social group. c. work group. d. hospitality team.

A. work team.

7. When deciding whether to take disciplinary action, it is important for the supervisor to distinguish facts from allegations and opinions. Which of the following statements is a fact? a. "The fact is that your attitude has been less than desirable during the past month." b. "You have missed six days during the past two months." c. "Jim was specific in his complaint. He said you cursed him yesterday when he bumped you in the hallway." d. All of the above.

B. "You have missed six days during the past two months."

Ricardo supervisors the crew at the Fast Burger concession at the city's airport. His staff turns over so quickly that at any point in time more than half the employees are still at some stage of training. Ricardo's leadership style with this crew is likely to be: a. participatory. b. autocratic. c. democratic. d. laissez-faire.

B. autocratic.

The supervisor's role in motivating staff is to: a. accept responsibility for the minimal efforts given by some employees. b. create conditions that encourage employees to become motivated. c. discipline unmotivated employees. d. demand a full day's work for a full day's pay.

B. create conditions that encourage employees to become motivated.

1. When two conflicting parties meet with a third party who reviews the situation and gives advice on how to resolve the dispute, it is called: a. consultation. b. mediation. c. arbitration. d. dictation.

B. mediation.

A restaurant supervisor wrote the following advertisement to be placed in the local newspaper: "Waitresses wanted. Seeking servers (under 30 years old) to work full time. Must work all holidays and weekends. Pay depends on experience." If the restaurant posted this advertisement, it could be rightfully accused of all of the following types of illegal discrimination except: a. religious discrimination. b. racial discrimination. c. age discrimination. d. sex discrimination.

B. racial discrimination.

Fred, a hotel parking attendant, cheerfully greets a guest before taking his keys and directing him to the front desk; Jerri checks him in and calls Bob over to carry his luggage to his guestroom; Bob escorts the guest to the room. Fred, Jerri, and Bob make up a __________ work team. a. simple b. relay c. integrated d. problem-solving

B. relay

Sheena is interviewing Carlos for a food server position. She asks him questions such as: "What are your hobbies?" and "Do you have a pet?" Sheena knows that it is important to ask these types of questions of applicants, because: a. small talk is the heart of all properly conducted job interviews. b. supervisors must connect personally with staff members before they can connect professionally with them. c. such questions put applicants who are not suited to hospitality jobs on the defensive. d. they reveal whether a job candidate might be someone who will have to be "baby-sitted" if he or she joins the staff.

B. supervisors must connect personally with staff members before they can connect professionally with them.

The burden of proof that a bona fide occupational qualification is required for particular job rests with: a. the employee. b. the employer. c. the investigating agency. d. the EEOC.

B. the employer.

Which of the following is the best example of positive reinforcement? a. "You could have handled that guest a little better if you had just offered to . . . ." b. "It took a while, but you finally got it right!" c. "Keep up the good work!" d. "Let me show you how that's really done."

C. " Keep up the good work!"

7. When deciding whether to take disciplinary action, it is important for the supervisor to distinguish facts from allegations and opinions. Which of the following statements is an allegation? a. "The fact is that your attitude has been less than desirable during the past month." b. "You have missed six days during the past two months." c. "Jim was very specific in his complaint. He said you cursed him yesterday when he bumped you in the hallway." d. All of the above.

C. "Jim was very specific in his complaint. He said you cursed him yesterday when he bumped you in the hallway."

Sam has been a difficult employee to figure out. He seems to have the necessary job knowledge and skills, but he consistently falls short of meeting the department's performance standards. Which of the following motivational strategies would be most appropriate for you to adopt? a. Provide the necessary training/coaching to raise Sam's performance a notch or two higher. b. Don't waste your efforts and tag Sam as a likely candidate for termination. c. Get to know Sam's needs, interests, and goals and link them with department/organizational goals. d. None of the above.

C. Get to know Sam's needs, interests, and goals and link them with department/organizational goals.

Enrique, an experienced supervisor at the Jackson Restaurant, offers advice to Jennifer, a newly hired dining room supervisor. Enrique suggests, "You really need to be consistent with the staff. Treat everyone the same. If you're going to go by the book, then go by the book—no exceptions. If you're going to call all the shots, then call them—after a while no one will expect anything more or anything less. Just be the same tomorrow that you were today. And be the same today that you were yesterday." Enrique's advice is: a. Good: The only way to be fair is to treat everyone the same. b. Good: When employees know what to expect, they won't be disappointed. c. Poor: A supervisor needs to be flexible—able to adopt different leadership styles for different employees in different situations. d. Poor: When employees know what to expect, they'll know how to manipulate you to achieve their own ends.

C. Poor: A supervisor needs to be flexible—able to adopt different leadership styles for different

What is the ability to influence the behavior of others? a. Motivation b. Empowerment c. Power d. Leadership

C. Power

Which of the following statements about supervisors and power is true? a. Supervisors don't have much power. b. Supervisors have a great deal of hierarchical power. c. Supervisors have a great deal of personal power. d. Supervisors should use power to make their employees afraid of them.

C. Supervisors have a great deal of personal power.

When disciplining employees, the supervisor's role is that of: a. judge. b. jury. c. coach. d. enforcer.

C. a coach.

The most effective type of motivation comes from: a. the threat of discipline. b. the organization's efforts of recognizing top performers. c. a serious and deliberate effort by the individual employee. d. monetary incentives.

C. a serious and deliberate effort by the individual employee.

A hotel's sales manager, food and beverage director, rooms manager, and head of maintenance meet to plan how they will coordinate their efforts on behalf of a client who has booked a business conference at the hotel. This group of people is an example of a(n) __________ work team. a. simple b. relay c. integrated d. problem-solving

C. integrated

"Keep hope alive"—this refers to the need of supervisors to: a. make sure staff members are taking care of their health. b. keep their bosses happy by making sure they report all of the positive things that happen in the workplace. c. nurture themselves and make sure their "batteries" get "recharged." d. intervene in every staff conflict in order to make sure employee morale stays high.

C. nurture themselves and make sure their "batteries" get recharged.

Positive reinforcement works least effectively when supervisors make it: a. meaningful to the employee. b. timely. c. private. d. frequent.

C. private.

1. All of the following are actions management can take to influence a union organizing campaign except: a. describe the disadvantages of union membership. b. indicate how management has improved benefits and working conditions. c. promise benefits to employees who vote against the union. d. publicize details about the union that employees may not be aware of.

C. promise benefits to employees who vote against the union.

"A collection of staff members with similar skills, brought together because there is more work to do than one person can complete in the required time" describes a(n) __________ work team. a. integrated b. relay c. simple d. problem-solving

C. simple

7. The easiest wrongful discharge case for an employee to win is one in which: a. discipline is used as a form of punishment. b. the organization is shown to be negligent in hiring practices. c. the supervisor enforces rules unfairly. d. the employee was not granted "one last chance."

C. the supervisor enforces rules unfairly.

Which of the following statements about discipline is true? A. Every disciplinary situation must be handled in exactly the same way. B. The purpose of discipline is to punish employees for unacceptable behavior. C. Supervisors who are nice to their employees won't have disciplinary problems. D. Instances of disciplinary action should be documented.

D. Instances of disciplinary action should be documented.

When a staff member leaves his or her team, it is called: a. storming. b. norming. c. loafing. d. adjourning.

D. adjourning.

1. Which of the following may be considered forms of sexual harassment? a. vulgar and abusive language b. suggestive jokes c. unwelcome or repeated flirtation d. all of the above

D. all of the above

Using disciplinary action as a form of punishment: a. lets employees know who's the boss. b. is the most effective long-term strategy for changing behavior. c. is the most effective short-term strategy for changing behavior. d. fails to address the causes of unacceptable behavior.

D. fails to address the causes of unacceptable behavior.

Which of the following topics would not typically be covered in collective bargaining agreements? a. grievance procedures b. promotions c. job openings d. profit goals

D. profit goals

Storming" is the stage of team development in which team members: a. are polite and tentative when communicating with each other. b. establish their own way of conducting business and establish the team's patterns of communication and behavior. c. experience extremely high levels of productivity. d. push boundaries and experience team conflict for the first time.

D. push boundaries and experience team conflict for the first time.

7. Before deciding to take disciplinary action, a supervisor should know all of the following except: a. whether the employee knowingly broke the rule. b. if factors beyond the employee's control caused the problem. c. whether the unacceptable behavior has been overlooked in the past. d. the precise cause of the unacceptable behavior.

D. the precise cause of the unacceptable behavior.