450 exam 1

Jack Welch, the former CEO of GE, was well known for his philosophy of getting rid of the bottom _____ of GE's employees; Welch would not settle for weak performers and knew that these people would bring down others in the organization.

10%

Which question(s) should be asked when reviewing a situation that involves performance problems?

Can the performance problems be solved by training or coaching? Could this person be more successful in another position? Have the expectations for the position been made clear?

Behavior leadership theory is based on the premise that leaders can be identified by physical, intellectual, or personality attributes and is perhaps best summed up by the statement, "Leaders are born, not made."

False

Employees' job satisfaction is not directly related to whether their skills are being used to the fullest potential.

False

hich of these is considered to be a guideline for providing effective feedback?

Find the appropriate setting.

Which of these is NOT one of the five standards to follow when developing a compensation program?

Focus the plan on performance.

Which of these is NOT a guideline for an effective recognition program?

Get the staff involved.

Which of these is NOT a general responsibility of the fitness director?

Instruct group exercise classes.

Some employees might perceive a staff retreat or team-building event as highly uncomfortable and a waste of time. What should be done to overcome these perceptions?

Involve members of the team in the planning process.

What should be done before establishing a compensation plan?

Make a list of every employee position.

Which of these is NOT a suggestion for compensation?

Manage payroll costs, not just pay increases.

Which one of these tasks is NOT the responsibility of the leader?

Participate extensively in creating detailed action plans.

Which statement regarding commission-based pay is FALSE?

The average commission paid to personal trainers who earn a commission based on revenue is 29.3%.

Which statement is the most accurate regarding incentives and compensation?

The power of incentives may be even greater for part-time or lesser-paid employees than for management.

Which statement makes the most sense when building upon someone's assets?

The world's best managers maximize the impact of training by developing employees' strengths rather than trying to improve on their weaknesses.

Because 70% to 80% of total club revenue comes from dues, the primary role of the membership director is setting sales goals with membership consultants to maintain a constant stream of new members.

True

Choosing a training venue is important in creating a productive learning environment, as seemingly nonessential factors, such as room temperature or outside noise, can have a negative effect on how the training is received.

True

Membership consultants reach individual quotas for monthly dues, annual dues, guest fees, seasonal memberships, and I-fees (enrollment fees charged when a member first joins) to ensure the membership team meets budgeted goals.

True

Personal appearance standards contribute to the culture of the organization and can attract certain types of employees.

True

The leader looks outward-to industry trends, external factors such as competitive influences, and best practices from other companies and industries.

True

The manager looks inward-into the processes, the systems, and most importantly, the people.

True

The overall design of any organization is determined by the type of business, the number of employees, and the owners' philosophy.

True

The smaller for-profit commercial facilities must be adaptable and have attention-grabbing promotions unless they are part of a franchise that has its own standard operating procedures.

True

What style of interviewing provides an environment that feels like a conversation?

True

When preparing training sessions on delivering customer service, it is better to focus on a few related topics, such as handling member complaints and dealing with difficult situations, in one session rather than to also include telephone skills, scheduling, and snack bar sales in the same session.

True

Which statement best represents the three categories of training needs?

Urgent training needs should be met within 30 days of the needs analysis, short-term needs within 90 days, and long-term needs within 6 months to 1 year, if possible.

Which of these is NOT a basic approach to management style?

Work on your weaknesses.

What is the most critical factor in order for a manager to be successful?

a "succeeding through the success of others" perspective focus willingness to derive satisfaction from the success of others

Role-playing is

a method of measuring training effectiveness

One of the most effective ways a health and fitness manager can connect and establish trust with their employees is through providing __________ when necessary.

accountability

Feedback should be given

as soon as possible after the behavior is observed in person in an honest and caring manner

What needs to be considered when budgeting for training development costs?

audiovisual aids support materials for follow-up licensing fees

Incentive compensation plans tied directly to the club's financial performance can

be a powerful motivator

Understanding the mission, vision, and culture of the organization; the appropriate salary ranges based on selected ____________ for the fitness industry; and the overall marketplace is necessary to ensure that the correct number of people are assigned.

benchmarks

What is the correct sequence of steps in managing performance?

clarifying job expectations; hiring; training; measuring job performance; addressing performance problems; offering recognition; and providing incentives and compensation

The method of __________ is considered one of the more challenging aspects of someone's management style.

compensation

To what does "committing to a needs analysis" refer?

conducting an observation to collect discussion items that may be of importance for future training programs

A common theme among fitness businesses and organizations is superior _____________ to improve member satisfaction, increase member referrals, and retain members.

customer service

The health and fitness business is a _____________-driven industry.

customer service

Which of these is NOT a function of a well-written job description?

defining why the job exists defining the expected results identifying the experience needed for someone to fulfill the job

Involving ____________ in the review of job descriptions for their positions or related positions can help remind them of expectations for job performance.

employees

The membership director should report directly to the

general manager

This statement best describes the duties of which person? Ensures that the annual budget is met, develops a marketing plan with the membership director for continued membership growth, keeps a high profile in the club, and works with department managers to achieve desired results.

general manager

What does being accountable mean?

having the authority to act if needed

Culture is reflected by

how associates treat members how associates treat each other how associates treat themselves

When selecting modalities for effective training programs, which exercises do NOT need to be directly related to the topic?

icebreakers

Developing a compensation program begins with

identifying needs

Interactive exercises keep the group interested in the material and can have a dramatic effect on ____________.

information retention

To prepare for the ____________ process, you must develop thoughtful questions that elicit information about the applicant's characteristics, skills, and experience as identified in the job description.

interview

Micromanaging does not work well because

it does not allow you to form great relationships with your people you will end up burning out it does not allow your people to grow

It is important to continually learn and update your knowledge because

it will keep you energized it will give you a competitive edge in your company and in life it will allow you to accelerate your learning curve when overcoming problems and challenges

In the recruiting and hiring process, what is the starting point for defining the skills and attributes that are outlined in an advertisement or job availability notice?

job description

Concise _____________ define the roles of the employees.

job descriptions

The primary responsibility of the _____________ is retaining members by offering a variety of programs that help members attain their health and fitness goals.

membership consultant

These qualifications best demonstrate which job in the for-profit commercial fitness industry? Demonstrate good communication skills. Demonstrate good leadership qualities. Demonstrate strong sales ability. Display good organizational skills. Have 2 to 5 years of sales or sales management experience. Maintain regular attendance and punctuality.

membership director

YMCAs are examples of what type of facility?

not-for-profit community

What type of question requires candidates to frame their answer in more than a single-word response?

open-ended

Which of these is NOT a component of a typical performance evaluation form?

overview of past performance levels

The logic behind _____________ is that improved performance should result in greater employee productivity, which in turn should result in improved business results.

performance-based pay

What do bonuses and profit sharing involve?

periodic lump-sum payments

In terms of personal appearance, what issues should be addressed?

physical condition

Once management has developed its views and strategies on compensation, what should be established that reflects the values of the organization?

policies

Which type of profiling can be helpful?

positive profiling

Team building may include all topics EXCEPT

product knowledge

What is the correct sequence of steps in the overview process for handling employee termination?

recognizing the importance of ongoing feedback; preparing for termination; and meeting with the employee

An important part of the ____________ phase is to set clear expectations for the ways applications and résumés will be processed and for how you will respond to candidates.

recuiting

A member _____________ rewards members who assist in recruiting a new member.

referral program

Which word is part of the acronym SMART?

relevant

The model that says that the most successful managers are those who are willing to base their success on the success of others and share the credit is known as the __________.

servant leadership model

What are two methods for measuring job performance?

setting goals with employees; providing performance feedback

What does "managing with an open-book philosophy" refer to?

sharing several key numbers with staff members

Which of these models of leaders' behavior depends upon the mix of task (directive) and relationship (supportive) styles?

situational leadership model

A training program should focus on

specific areas of need

IHRSA studies have shown a direct correlation between _____________ and _____________.

staff retention; member retention

What is the best way to characterize this statement: "When everyone in the industry has access to the same knowledge and technology, the only way to achieve a long-term edge on the competition is through the culture developed within the company"?

sustainable competitive advantage

The process of developing interview questions can be a way of _____________ with existing coworkers.

team building

Which of these recommended approaches for developing compensation programs is in sequential order?

test the program; implement the program

What is the next step after designing a compensation program?

testing the program

In the United States, what act covers the types of profiling that are illegal?

the Equal Employment Opportunity Act

In the United States, what act requires that men and women receive equal pay for equal work?

the Equal Pay Act

The most critical element of effective training is

the method of delivering the information

The cost to replace an associate who leaves should include

the productivity lost by the person responsible for hiring and training the new associate the productivity lost by not having the position filled the productivity lost during the new associate's learning curve (the time it takes to get to full productivity)

What objective is counterproductive for planning and hosting an outing that is outside the norm for staff?

to punish the staff for poor performance

The only measure of effective __________ is whether it changes the way people act and think.

training

Elements of compensation include

wages and salaries

Key elements of job descriptions include all of these EXCEPT

wages and salary qualifications personal appearance standards

he ACE model is used to determine

where your associates will be performing at their best

The most important implement in your manager's tool kit is

your ability to spot talent

The most important ingredient in your strategy for success is

your talent management strategy