HRT 3500-04
Motivation
- Is the process of motivating and also condition of being motivated - Three factors: o What energizes behavior o What channels such behavior o Conditions under which this behavior is maintained
According to the Fair Labor Standards Act the Work week is defined as _____ hours during 7 consecutive 24-hour periods.
168
The Age Discrimination in Employment Act prohibits arbitrary age discrimination in employment of workers older than ___________.
40
It has been reported that ___% of communication is nonverbal rather than verbal, and that ___% of that communication is manifest in a person's face, particularly in the eyes.
80%, 80%
The _______________ require that a job analysis has been conducted that identified performance behavior appropriate for different levels.
Behaviorally Anchored Rating Scales (BARS)
According to the American with Disabilities Act a disability is defined as which of the following?
Being regarded as having a particular impairment
According to the text which of the following management theories is more of a scientific theory for the world and life in general?
Chaos theories
Empowerment is defined as
Development of a feeling of ownership in the staff member is accomplished
1. Examples of infractions requiring immediate dismissal include:
Drug and alcohol
Employees employed as bona fide executive, administrative, professional and outside sales employees are:
Exempt status standards exemption from both Minimum wage and overtime pay
The OSH Act standards
For general Industry is the set that applies to most worksites, including hospitality operations
_____________ theory emphasizes the roles of motivating factors and hygiene factors.
Frederick Herzberg
The sequence of steps in progressive discipline is shown in which of the following?
Oral reprimand - written reprimand - suspension - termination
According to the text, _____________ said "strategies, ideas, and concepts come from the bottom up."
Peters
The Immigration Reform and Control Act:
Requires employers to verify each employees identity and heir eligibility to be employed in the United States.
Equal pay for equal work is a part of which of the following laws?
The Equal Pay Act 1963
This type of interview is conducted without a predetermined checklist of questions
Unstructured
The "hot stove rule" outlines four principles. These include which of the following?
Warning immediate consistent impersonal
The process of improving team to team / department to department dependence require
a conscious effort at cross-team/cross-department communications
Effective discipline requires that:
a foundation of well communicated and reinforced standards and rules
It is impossible to have the highest-quality team without:
a respect for people and their differences
Examples of items the contract provisions will generally specify in regard to hiring personnel include which of the following?
a) A provision calling for promotion from within and preferential treatment of existing employees represented by the union.
In contract negotiations the union representing a specific group is the:
a) Bargaining agent.
These programs are in place to help employees overcome problems, and they provide guidance and referrals to outside professional help.
a) Employee Assistance Program
The union members "Bill of Rights" includes which of the following?
a) Freedom of speech and assembly
In all situations the content of the personnel file should be:
a) Limited to work related material.
The employee's right to form or join a union is protected by which of the following laws?
a) National Labor Relations Act
The right of the employees to form unions was reaffirmed in 1935 by the:
a) National Labor Relations Act
The union contract will almost always have provisions specifying the steps required before disciplinary action can take place. These steps are generally what is termed:
a) Progressive discipline
Which of the following statements are correct with regard to the Equal Employment Opportunities Commission?
a) Responsible for investigating discrimination based on race, color, religions, sex, national origin, age, and disability and equal-pay violations
The contract will generally provide which of the following?
a) Specific criteria for the qualifications of positions represented by the union.
Examples of items the contract provisions will generally specify in regard to performance evaluation include which of the following?
a) The role of evaluation in pay increases and promotion
Productive performance evaluations focus:
a) entirely on issues of strength and weakness and new goals and objectives
Hospitality employers are required by law to provide working conditions that do not impair the safety or health of operation employees. Therefore, they must provide an environment that protects employees from which of the following?
a) unsafe or dangerous practices by other team members
Aggression typically involves _______________ attacks against the person or persons perceived to be the cause of the frustration.
a) verbal or physical
Which is of the following is an appropriate recruitment method?
achieve the best match of individual NOT: Locating talented professional women
The aim of training is to provide services and products _____________________ which meet and hopefully exceed customer expectations and company standards every time. The company must deliver what is promised both to the guest and to the staff.
both internally and externally
The highest performance or overall quality is achieved when there is ________________ by the team members.
buy-in
Preparation for the performance evaluation of a poorly performing team member:
can be particularly chllenging
Micro-management creates:
clearly communicated lack of trust
A specific gender may be specified on the job description for a position when it is ____________________
compelete, clear, and umabiguous job descriptions and specificaitons reduce the influence of ethnic and gender stereotypes in the screening process
A positive approach to discipline is:
continuous education
Disciplining a team member when a union contract is in effect may be:
easier
Formal and systematic evaluation of the orientation training program is:
essential
Team building involves
getting each staff member to feel a sense of belonging and ownership in what they are doing as a team
Feedback is not only a useful method of providing information to the team member on performance but also an excellent method of:
giving reinforcement and positive motivation
Delegation means
granting a team member the authority to oversee specific tasks and responsibilities
According to the text, in the hospitality industry the ultimate goal of the supervisor is which of the following?
guest satisfaction
An individual's perception of the world is determined by:
his or her background and personal experiences
Sexual harassment can result in criminal charges:
if it involves physical contact
Often when making the hiring decision a balance must be sought between
individual's knowledge and skill
The steps in job analysis are which of the following?
information gathering and information analysis
The three steps in the planning process are which of the following?
information gathering, analysis of the information, development of the program of action
The supervisor needs to be able to
know the company policies and procedures and applicable laws and regulations for the tasks being done.
The Hawthorne and Likert research:
make it clear that the authoritarian style of leadership and supervision are not the most effective for long-term productivity.
The satisfaction individuals receive is dependent upon the extent to which the job:
meets their needs and wants
The philosophy behind positive discipline is that:
most people come to work wishing to do a good job
A manager who repeatedly puts others down or loses control of his or her temper
no one respect
Communicating during orientation should be done in a
open style
Examples of infractions requiring immediate dismissal include:
page 209
Which of the following does cause errors in performance evaluations?
personal preferences, prejudices, and biases
The most powerful tool for reducing resistance to change:
positive attitude toward the change and the anticipated outcome of the change by the manager.
According to Jernigan: an ethical code of practice serves as a framework in which various other standards can be evaluated. Application of this idea is best expressed in which of the following statements?
professional practices drive policy content
The Patient Protection and Affordable Care Act
provide break time requirement for nursing mothers.
According to chapter 1, Taylor believed that work should be:
reduce the conflict and eliminate the arbitrary use of power
Since the main objective of a team is internal and external customer satisfaction, __________________________ is the first step in that process.
removing and overcoming barriers
Which of the following is part of the job specification?
required and desired
On-the-job training (OJT) is training conducted on the job using actual work situations with which the team member is involved. The weaknesses of OJT include which of the following:
requires a good deal of preparation and application by the trainee/manager/lead sequencing of OJT must be planned and then recorded Not all skills are affressed within one establishment
Which of the following statements is true regarding the "essay evaluation" method of performance evaluation?
requires the manager to write a paragraph or more covering a staff member's individual strengths and weaknesses and potential for further development
The purpose of _______________________ is to provide financial security for all employers, employees and their dependents through retirement and disability income and survivor benefits
social security
Which of the following implies the absorbing of a new team member into the culture of the company?
socialization
A SMART objective is:
specific, measurable, agreed, realistic, timebound
Teamwork
takes conscious effort to develop and continuous effort to maintain
A benefit of performance evaluation is which of the following?
team members feel they are taken seriously as individuals
The major criticisms of MBO included
the methods by which individuals achieved their goals.
According to John Maxwell which of the following is true?
the only thing a title can buy is a little time either to increase your level of influence with others or erase it
To succeed as a coach the supervisor needs to be:
the supervisor needs to be consistent, objective and fair in performance evaluation
Performance evaluation is:
the systematic process of developing criteria for job performance a continuous and sustained process and is under the responsibility of all managers
The performance evaluation process is not complete until:
there is a conference between the staff member and manager
The purpose of orientation is:
to make the new staff member an effective contributor to the team in the shortest time available
According to the text, "the concept of developing a workplace culture that focuses on quality in every aspect of the operation continues to be central to a hospitality operation's success" is associated most directly with which of the following management theories?
total quality management (TQM)
Job satisfaction has been linked to:
turnover and absenteeism
Harassment in the larger context is any act that makes an individual feel:
uncomfortable or unsafe
Sexual harassment is defined by the EEOC as which of the following?
unwelcome advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature
The first step in a background check is
vertification of the applicant's employment history
It is quite easy to spot sets of individuals who are not yet a team. They meet, and someone says:
what do we do now or who is going to start first
The goal of the progressive approach is to solve an issue:
when it is small and to assist the staff member in improving performance
The manager who will make the greatest impact on morale is the one who:
who believes in people
