HFT 2223

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human resource directors estimate the cost of employee turnover at about __ for an hourly paid employee and __ for a management position

$4,000, $12,000

Which of the following models of discipline consists of oral warning, written warning, punishment, and termination?

**NOT** a and b

Which of the following should be written before developing a unit training plan?

**NOT** all of the above

the application form can tell you all of the following except

**NOT** applicant's marital and family status

is is illegal to:

**NOT** discipline member of a minority group **NOT** give preferential treatment

the traditional stages of disciplinary action in a progressive system are

**NOT** oral warning, written warning, punishment, termination

When interviewing applicants, job requirements or qualifications must be

**NOT** relevant to the job

Which of the following is not a good reaction to an employee who is crying during an interview?

**NOT** stay calm and businesslike

a common consequence of punishing a rule-breaker is

**NOT** to make the person punished feel angry, defensive, and hostile **NOT** all of the above

a typical preshift meeting should last anywhere between

10 and 15 minutes

the family and medical leave act of 1993 allows employees to take an unpaid leave of absence from work for up to

12 weeks per year

in meetings, management talks for half the time about goals, vision, and mission. employees talk the other half of the time by raising questions and concerns

50/50

what percent of both foodservice and hotel employees are women?

60%

As human beings we communicate all day, every day. we spend over__% of our waking hours sending or receiving messgaes

70

according to the text, many people who use positive discipline report that about __ % of the time, employees decide to come back and follow the rules

75

The average US unemployment rate fluctuates around __ and the national restaurant association estimates that the number of jobs in the industry will grow by __ over the next decade

9%, 15%

a good listen actually listens __ % of the time

95

Which of the following are not qualities of a good plan?

A good plan is not flexible

Which of the following art not qualities of a good plan?

A good plan is rigid

Which of the following is the result of low concern for your own interests or the interest of your group, which produces a lose-win outcome?

Accommodation

A single-use plan:

All of the above

What would be the last step in the ADR process?

Arbitration

Which of the following results most often when concerns for others are of high importance?

Collaboration

The planning process includes all of the following except:

Compare future results with competitors

Which of the following is not part of Forecasting in the industry

Defines the goal, purpose or problem & set strategies of how to meet goals

the world's largest social utility that connects more than 400 million people with friends and others who work, study, and live around them is known as:

Facebook

A term regarding the search (amongst competitors and others) for the best method of doing something and implementing the method to improve performance and meet or exceed goals is called:

Forecasting

Which of the following is false regarding the communication process?

In successful communication, the receiver directs a clear message and the sender gets the message accurately

Which of the following is false regarding a standing planning?

Rigidity is not a potential drawback of a standing plan

A budget is a:

Single-use plan

An established routine or set of procedures used in a recurring situation is known as a:

Standing plan

Long-range planning to set corporate goals and develop strategies for achieving them is called:

Strategic planning

Which of the following restricts employers from making employment decisions based on arrest records, since doing so may unfairly discriminate against minority groups?

Title VII of the Civil Rights Act

The word TEAM stands for

Together everyone achieves more

Which of the following is true in regards to mass communication?

a and b

a unit training program should consist of

a and b

culture is defined as

a and b

in the first four minutes of an interview, it's easy to be influenced by one or two characteristics that extend them into an overall impression of a person. This is known as

a and b

which of the following is one of the benefits of delegation?

a and b

which of the following is true in regards to interviewing?

a and b

Communication that moves freely back and forth from one person to another or up and down a ladder is known as:

a and c

it makes sense to

a and c

which of the following is true in regard to delegation?

a and c

Pre-employment tests must be

a and d

All but which one of the following offenses are causes for termination?

a bad attitude

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

delegation is all of the following except

a skill that we have all heard and understand

which of the following messages is most likely to be received correctly?

a spoken message that emphasizes something important to the receiver

the ___ and ___ of the employees are of critical importance to the success of delegation

ability, willingness

employees learn best when

all of the above

it is unlawful to

all of the above

objectives for making a decision should spell out

all of the above

on-the-job training is all about

all of the above

symbols can obscure the meaning of a message by

all of the above

the americans with disabilities act (ADA) makes it unlawful to

all of the above

the carrot-and-stick approach to motivation combines

all of the above

the pregnancy discrimination act of 1978 makes it unlawful to

all of the above

The first step in conflict management is

analyzing

the second step in the process of making good decisions is

analyzing the problem

which of the following is the most important step after the formal training process is complete?

b and c

you create barriers that prevent you from delegating when you

b and c

in a study by the hay group, over half a million employees in 300 companies were asked about important retention factors. the number one factor was

career growth, learning, and development

The lines along which responsibility and authority are delegated from top to bottom in an organization is known as:

chain of command

all of the following include tasks you would not delegate except

cleaning back-of-house

The planning process includes all of the following except

collect future data relevant to forecasting the future

Discord, a state of disharmony, open or prolonged fighting, strife, or friction is

conflict

the application of strategies to settle opposing ideas, goals, and/or objectives in a positive manner is called

conflict management

which of the following is not a mistake to avoid when discipling employees?

criticizing the behavior instead of the person

the first step in making a decision is to

define the problem

which of the following ways of dealing with a marginal worker is least desirable?

dehiring

which of the following is not one of the three aspects of delegation?

designation

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

develop a mission statement that includes diversity and inclusion

once you have identified the task and the person you want to have perform it, the next step is

develop the task in detail

one disadvantage of patterned interviews is that they

discourage customized discussion

the age discrimination act of 1967, as amended, makes it unlawful to

discriminate in terms of compensation, terms, or conditions of employment for people over age 40

herzberg referred to environmental factors, such as company policy and supervision, as

dissatisfiers

which of the following is a convenient way for supervisors and employees to share information and to communicate with one or several people?

e-mail

which of the following motivational theories was fredrick taylor an advocate of?

economic man theory

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

economic person theory

EAP stands for

employee assistance program

all of the following instances are necessary for further training except

employees don't get along with each other

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

exploring

a neutral third-party person or team from outside the organization examines the facts of the complaint and presents them in a report. This is

fact-finding

going through the who-what-when-where-how-why routine is called

fact-finding

___ is common among people who lack self confidence; they doubt their own capabilities to carry out new tasks

fear of failure

The last step in the process of mediation is

formalizing agreements

one of the ways to influence an informal team is to

generally give feedback somewhere in the middle

brainstorming is

generating all possible solutions without considering pros and cons

those born between the late 1960s and 1980 are referred to as

generation x

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

the way to motivate people is to

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

direct recruiting refers to

going to where job seekers are

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

group

a good way to increase motivation to learn is to

have a system of rewards and praise achievement

Which of the following is designed to measure an applicants' propensity toward unwanted behaviors such as stealing, using drugs, and lying?

honesty/integrity tests

which of the following models of discipline consists of the following: warning, immediate response, consistency, and is kept impersonal?

hot stove

which of the following us not one of the three ways to influence an informal team mentioned in the text?

identify the norms

a job should always be taught

in the order the tasks will be performed

the top recruiting method is

in-house referrals

in a training program, the training objective

includes a time limit for the learning

groups that are more social by nature are

informal group

Strategic planning:

is long-range planning to set organizational goals, objectives, and policies to determine strategies, tactics, and programs for achieving them

the difference between job enrichment and job loading is

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

The process of examining the responsibilities and difficulties of each job in order to determine which jobs are worth more than others is called

job evaluation

which type of employment agency refers job applicants at no cost to the employer?

job service center

a list containing the knowledge, skills, abilities, work experience, education, and training that defines the qualifications needed for a position is called

job specification

employee termination based on the commission of an offense that affected detrimentally the specific work done or an operation as a whole is known as

just-cause termination

a positive discipline system

keeps many discipline problems from arising

According to the text, the "root" of conflict is

lack of proper handling

a teaching method that does not promote employee involvement is

lecture

the most neglected communication skill is:

listening

on the receiving end, accurate reception depends in part on the __ or __ skills, or sometimes even the hearing ability of the receiver

listening, reading

you give up something in exchange for the worker's giving up something. What approach is this?

lose-lose concept

you don't rake a stand, you let the worker get away with things, and you back away from any decision

lose-win

equal opportunity and diversity offices provide all of the following services except

making complaints

discrimination in the workplace can be thought of as

making employment decisions based on factors that have nothing to do with a person's ability to do the job

If a situation occurs every day, and staff is trained in procedures, supervisor's need to manage is reduced to seeing that workers meet standards set and dealing with unexpected events the plan doesn't cover. The term that best describes this type of management is:

management by exception

A voluntary and confidential process in which a neutral third party facilitator trained in meditation techniques negotiates a mutually acceptable settlement is a

mediation

group decision making is not a panacea, it works best when

members are accustomed to working together as a team and have differing expertise and points of view but common goals

job enrichment involves reorganizing a job to include

more opportunity for responsibility and recognition

private employment agencies

normally charge a fee

the first step in coaching is to

observe employees doing their jobs

almost one in four americans has african, asian, hispanic, or native american ancestry. It is estimated that by 2050, the number will be:

one in two

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

A budget is an __ plan for the income and __ of money for a given period.

operational/expenditure

Setting everything up to run efficiently is known as:

organizing

a highly structured interview that involves a two-way exchange of information is called

patterned interview

a panel of employees, or employees and managers, work together to resolve the employee complaints is a

peer review

How people interpret things (situations, events, people, etc) are

perceptions

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

physiological needs

nonverbal communication refers to:

pictures, signs, body language, eye contact, and tone of voice

behavior modification is associated with

positive reinforcement

Unity of command refers to:

principle that each person should have only one boss

according to maslow, a person's most basic needs are

psychological

one thing great managers/leaders share is a continuous moving, helping, spreading energy, confidence, direction, and coaching. This is called

purposed motion

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

in general, EEO laws make it unlawful to discriminate against applicants with respect to

recruiting, hiring, firing, promotions, and compensation

which of the following is not a condition for success on delegation?

reliability

Organizing is:

setting everything up to run efficiently

Oral instruction are most suitable for:

simple, familiar tasks

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

social needs

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

structured

diversity refers to all of the following except

symbols

Is is a mistake to:

take disciplinary action when you are angry

written instructions are appropriate for:

tasks involving many important details

in dealing with security needs, you can increase motivation by

telling them exactly what you expect and providing structure

group decision making works best when

the group is rewarded for making good decisions.

the labor market refers to

the jobs available and people looking for work

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

in participative problem solving

there may be varying degrees of worker participation both in exploring the problem and in solving it

which of the following is not one of the four basic reasons supervisors fail to delegate as much as they should?

they are too busy

which of the following is true regarding temporary agencies?

they charge by the hour

which of the following is not a reason some associates won't accept additional responsibilities?

they want to be developed and pushed up the corporate ladder

A neutral third party, from inside or outside the organization, confidently investigates complaints and proposes resolutions. This is

third party investigation

good training will benefit associates in the following ways except

trained employees always have to ask how to do things

The future is always more or less uncertain. You reduced the degree of risk when you collect relevant data and apply it to your forecast if you have less than 1% of relevant data, conditions are __ and the degree of risk is __.

uncertain, 99%

a system of specific penalties for each violation of each company rule to be applied uniformly throughout a company is known as

uniform discipline system

which of the following is the biggest problem in training employees?

urgent need

The motivation through fear theory

uses coercion, threats, and punishment

group decision making

usually produces more commitment to the solution because everyone takes part in it

deeply held beliefs are

values

which of the following questions is appropriate to ask a job applicant?

where are you currently employed?

which of the following examines an applicant's willingness, desire, and attitude toward performing the job?

will-do factors

You say to the worker, ''You've gotta shape up or else; if you don't shape up, you're fired.'' You are taking what stance?

win-lose

situations such as a ball game, tennis match, arm wrestling, election, or war are all based on the

win-lose concept

when dealing with problems involving one person in particular in a participative approach that involves the worker from the beginning to the end of the problem solving, that is said to solve the problem 75% of the time is called

win-win problem solving

formal groups are

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

it is important to resolve people problems because

workers' feelings and emotions affect the work they do and the way they treat the customers.

You can reduce the degree of risk when:

you collect relevant data and apply it to your forecast


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