Ch.5 Hospitality and Human Services

3. The new server from New England is told by the supervisor to make tea. The server is also informed that the Southern coastal seafood restaurant is "86" flounder. What barriers to effective communication were committed? A. An assumption was made by the manager that the server knew how to make (sweet iced) tea and use of jargon (86). B. The manager hired a person from a different part of the country, so cultural differences created issues. C. The distracting workplace didn't allow the manager to notice the server's confusion about the messages. D. The manager had an opinion that all servers should know how to make tea and understand terminology.

An assumption was made by the manager that the server knew how to make (sweet iced) tea and use of jargon (86).

7. Which conflict resolution method refers to a process in which a neutral third party listens and reviews facts and makes a decision to settle the conflict? A. Arbitration B. Negotiation C. Mediation D. Avoidance

Arbitration

The bartender and the server are in a dispute about the division of gratuity when a guest transfers the check from the bar to the dining room. The manager decides to have checks closed at the bar, no longer allowing transfers. Which form of conflict resolution did the manager use? A. Avoided resolution B. Arbitration C. Negotiation D. Mediation

Avoided resolution

8. When should an employee complete a self-evaluation performance appraisalform? A. Before the session B. During the session C. In a follow-up meeting D. At the end of the session

Before the session

4. What nonverbal communicationmay be a sign of nervousness? A. Sitting on edge of chair B. Raising eyebrows C. Slouching in chair D. Biting one's lip

Biting one's lip

4. Explain procedures for managing change.

Change may affect few employees or all. A common model for change incorporated three strategies: unfreezing the situation, transitioning to change, and refreezing the situation. Many employees resist change because they do not want to learn new ways of doing things or are fearful of closer supervision during changes. Strategies to reduce resistance include using a participative management style, informing employees about changes that affect them, setting an appropriate time for the change, and sharing past successes. Employees may be rewarded for sharing beneficial ideas. Managers must be change agents and recognize that each change improves the operation. The best managers believe in the continuous quality improvement (CQI) process. Implementing change begins with discussing the need and requesting employees' assistance. Final steps are implementing plans and following up with recognition and evaluation.

15. When should employee performance problems be discussed? A. Coaching and as part of the performance appraisal B. Performance appraisal and progressive discipline C. Preshift meeting and progressive discipline D. Coaching and progressive discipline process

Coaching and as part of the performance appraisal

2. State procedures for coaching employees.

Coaching involves informal efforts to improve performance and should be ongoing to reinforce proper behavior and correct negative performance. Effective practices include being tactful, focusing on behavior, emphasizing the positive, demonstrating procedures, and explaining reasons for changes. Managers should maintain communication with employees, conduct negative coaching in private, evaluate work against standards, reinforce all correct performance, and ask employees how work can be improved.

3. Describe procedures for resolving employee conflicts.

Conflict resolution encourages finding solutions before more serious procedures are needed. Conflict typically occurs because of disagreement about work or personality clashes, and resolution strategies include negotiation, mediation, and arbitration. Steps to resolve conflict include identifying concerns, determining facts, developing and communicating the resolution, documenting the agreement, and following up.

6. Which of the following behaviors is a demonstration of effective coaching principles? A. Emphasize first what was done right and tactfully focus on the behavior, not the person B. Call employees together to use correction as a teachable moment for everyone C. Review what went wrong and emphasize problematic behavior so that an impression is made D. Compare employees to other employees so that models of good and bad behavior are known

Emphasize first what was done right and tactfully focus on the behavior, not the person

14. Who should be involved in employee goal setting in the performance appraisal process? A. Employee and manager B. Manager only C. Employee only D. Peers in department

Employee and manager

2. A sound that interferes with communication is called A. listening hurdle. B. conversation noise. C. environmental noise. D. conversation barrier.

Environmental noise

7. Describe procedures for employee termination.

Establishments benefit when employees who leave voluntarily provide reasonable notice. Managers can determine when employees who will be involuntary terminated are removed. Employees are involuntarily terminated for one or more of four reasons: lack of work, lack of funding, unsatisfactory performance, or violation of company policy. First, managers must use progressive discipline to help employees become productive or find another position, taking steps to prevent wrongful discharge. Involuntary termination can occur as the final step in progressive discipline. It can also occur as a result of a terminable act that causes immediate termination. The cause of termination must be identified and the manager must ensure proper documentation. Necessary approvals and legal advice should be obtained, termination package documents must be assembled, and a meeting with the employee should be held.The employee must surrender all company property, and security changes should be made as needed. Exit interviews help managers learn about concerns, reasons for leaving, and suggestions. These interviews can use an unstructured approach or a structured approach in which the manager asks specific questions. Separation checklists provide a list of activities that must be completed for departing employees. The completed checklist should be placed in the employee's file.

3. Which item relates to a company's informal changel of communication? A. Intranet B. Grapevine C. Policy D. Procedure

Grapevine

13. What are the most common mistakes made by managers when approaching the employee appraisal process? A. Hurrying and focusing on the most recent behavior B. Allowing the employee to do a self-evaluation C. Not including personality traits in the evaluation D. Gathering information from all managers, not just one

Hurrying and focusing on the most recent behavior

What helpful outcome can be obtained from an effective exit interview? A. Improved work experience and reduced turnover B. Names of other unhappy employees C. Names of underperforming employees D. Little of positive nature to be gained

Improved work experience and reduced turnover

19. What is the primary difference between voluntary and involuntary termination from the perspective of the operation? A. Involuntary is done for the well-being of the operation and voluntary for the individual. B. Voluntary is done for the well-being of the operation and involuntary for the individual. C. Neither benefits the operation in the short or long run, as both represent turnover. D. Both benefit the operation, as employees who lack commitment are not beneficial.

Involuntary is done for the well-being of the operation and voluntary for the individual.

10. What is the objective of the change implementation practice of benchmarking? A. Learn best practices and ensure that the operation is meeting or exceeding them B. Send employees to spy on the competition and steal their standard operating procedures C. Patent methods or recipes so that competitors can't copy them or will have to purchase them to use them D. Copy what others do to see if the customers prefer it; if not, try copying other methods

Learn best practices and ensure that the operation is meeting or exceeding them

1. What can an effective listener do to be involved in the communication process? A. Begin thinking about the response before the speaker finishes B. Interrupt to tellthe speaker the message is understood C. Shuffle through notes to help develop a response D. Maintain eye contact with the speaker

Maintain eye contact with the speaker

1.Explain basic communication skills and challenges for restaurant and foodservice managers.

Managers represent the operation, themselves, and their employees. They must use effective speaking and listening skills during personal interactions, with groups, and on the telephone, and they should recognize that what they say may not be what is understood. Managers should write by using an introduction, organized discussion, and conclusion and avoiding writing pitfalls. Many barriers can interfere with communication including misunderstandings about the meaning of words, jargon, gestures, cultural differences, and assumptions. Other communication problems include attitude issues, a distracting workplace, timing, clarity of the message, and tone of voice. Each establishment has an informal "grapevine." The manager should know how to counter rumors. Examples include questioning whether the rumor is true and whether the person spreading the rumor has access to the information on which the rumor is based. Another tactic is to not repeat the information. Nonverbal communication refers to expressions and movements, which provide additional information Examples include pacing, slouching, and pointing. Managers should try to eliminate nonverbal communication practices that are negative.

5. State basic procedures for conducting performance appraisals.

Managers use performance appraisals to discuss performance, establish goals, review issues, talk about development, and document performance. Basic procedures involve preparing by gathering information and allowing the employee to complete a self-evaluation form. During the meeting, the employee should be asked to review performance and then discuss possible areas of improvement and development plans. At the close, the manager should provide a summary, ask for comments, and determine whether any follow-up meetings are needed. In discussing problems, observed performance should be compared with standard operating procedures and the gap identified. Reasons should be determined, conversations or retraining should be used, and behavior should be monitored to ensure the problem is resolved. If not, follow-up disciplinary action may be needed.

6. What isthe processin which a neutralthird party facilitates a discussion and makes suggestions about an agreement? A. Negotiation B. Arbitration C. Mediation D. Probation

Meditation

5. What should a manager do if coaching reveals that an employee simply does not want to do the task? A. Move to progressive discipline efforts B. Terminate the employee C. Eliminate the task from the job D. Promote to a job without the task

Move to progressive discipline efforts

4. What harmful issues can informal communication channels such as the "grapevine" create? A. Negativity and gossip can cause stress and destroy relationships. B. Exposure of indiscretions can actually result in copycat behavior. C. The manager can turn a situation around to team building by joining in. D. It is actually a harmless way to blow off steam and enjoy some laughs.

Negativity and gossip can cause stress and destroy relationships.

16. What is the first step in a progressive discipline process? A. Oral warning B. Written warning C. Probation D. Termination

Oral warning

2. How can a manager use the communication of writing like a professional? A. Plan the intended message and use an organized process to create a readable document B. Write casually as though speaking in order to put readers at ease and engage them C. Provide a thoroughly complete explanation using many paragraphs to comprehensively elucidate D. Use a dictionary to bolster vocabulary and use new words in complex sentences

Plan the intended message and use an organized process to create a readable document

17. What refers to a specific time period during which an employee must consistently meet job standards or other reasonable conditions imposed by the manager as a condition for continued employment? A. Probation B. Warning C. Parole D. Trial

Probation

6.Explain steps in a progressive discipline program.

Progressive discipline assists in bringing performance up to standards. Its objectives are to minimize misunderstandings, ensure the employee is given evidence and opportunity to improve, reduce terminations, and ensure documentation. Common steps include oral warning, written warning, probation, and termination. Timelines should be reasonable but recognize that the operation is affected until performance goals are met. Workplace rules and standards must be clearly written and comply with legal standards, and all goals should be achievable and measurable. Managers have the responsibility to help employees improve, and this can be done through training followed by coaching.

12. What is the purpose of follow-up in change implementation strategy? A. Recognition of employees and evaluation of results B. Review of employee errors for disciplinary action C. Calculation of manager bonus for positive results D. Documentation of procedures for possible patent

Recognition of employees and evaluation of results

18. What can assist managers in consistent enforcement of rules? A. Rules written in such a way that they are achievable and measurable B. Rules that are loosely written so that they are subject to situational interpretation C. Large labor pool to draw from so that unfit employees can be let go and not drag others down D. Bonus to managers for issuance of written warnings and other disciplinary measures

Rules written in such a way that they are achievable and measurable

11. What communication strategies should be utilized with employees when implementing change? A. Tell them as much as possible, as soon as feasible B. Wait until just before so that there is less time for upset C. Release information in trickles to top management D. Inform employees that compliance is required

Tell them as much as possible, as soon as feasible

1. How can a manager use the communication skill of listening like a professional? A. To focus, maintain eye contact, and ask clarifying questions B. To remind senders of their responsibility to send an understandable message C. If thoughts wander, nod the head to appear to be paying attention D. Formulate a response while the speaker is talking so a lull doesn't occur

To focus, maintain eye contact, and ask clarifying questions

9. What kind of work environment will create an easier transition when change is needed? A. Trust and respect with a history of involving employees B. Autocratic where employees do as they are told C. Progressive discipline with a "three strikes, you're out" policy D. High turnover with little shared history of how things are done

Trust and respect with a history of involving employees

7. The first part of the change process is A. revising procedures. B. transitioning to change. C. refreezing the situation. D. unfreezing the situation

Unfreezing the situation

10. Whatisa legal action against a previous employer alleging that termination violated administration laws? A. Insubordination B. Wrongful discharge C. Exit interviewresponse D. Unemployment compensation claim

Wrongful discharge

9. The first step in any termination process is to A. conduct an exitinterview. B. complete a separationchecklist. C. identify the cause for termination. D. ensure documentation is complete.

identify the cause for termination.

5. Managers do coaching when they A. manage by walking around. B. conduct negotiation sessions. C. give employees an oral warning. D. conduct performance appraisals

manage by walking around.