HFT 2223
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:
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?
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
