Human Relations Final (Quiz 1-13)

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

According to the NRA, what fraction of supervisors in the foodservice industry are women?

2/3

At the W Hotel on Union Square in New York, they provide opportunity, for more formal communication by employee survey index. What percent of the supervisor's and manager's bonus is based upon the survey results?:

33.3%

The Americans with Disabilities Act (ADA) of 1990 makes it unlawful to discriminate against the estimated ______ million Americans who have a disability.

43

Over ________% of the hospitality industry employees are women.

50

A study by Towers Perrin found that of 1,100 North American workers in the survey, ______% had negative feelings about their job and ______% had intensely negative feelings.

50, 33

As human beings we communicate all day, every day. We spend over ______ % of our waking hours sending or receiving messages.

70

In the Zagat survey mentioned in the text, what percent of complaints were service related?

72%

People who have used win-win problem solving say that it solves the problem ______ % of the time.

75

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%

Up to ______ % of the time, people do not know that they are doing something that they are not supposed to be doing.

90

A good listener actually listens ______ % of the time.

95

Training material needs to be well organized and presented all at once, instead of in small chunks.

False

You do not delegate responsibility; this belongs only to the supervisor.

False

In order to maintain good discipline with a minimum of hassles, threats, and disciplinary actions, leaders should:

Follow the rules themselves Create and maintain a positive work environment Establish good person-to-person relations Act consistent and fair

A bar graph diagram showing the activity and the timing of each activity is known as:

GANTT

Which of the following are scheduling techniques used by the hospitality industry to help accomplish goals?

GNATT and PERT

Which of these interview questions is appropriate to ask during the hiring process?:

Have you ever been convicted of a crime? If yes, give details.

Which of the following is not a common cause of conflict in the workplace?

Inability to perform job functions

If the job you need to fill is anything above the lowest level in terms of pay, interesting work, and decent hours, where is the first place you should look?

Inside your own operation

Which of the following are reasons why supervisors often avoid coaching employees:

Lack of time Fear of confronting an employee with a concern about his or her job performance

Giving something up in exchange for the worker's giving up something, and each of you has less than before is known as:

Lose-lose compromise

An experienced and proficient person who acts as a leader, role model, and teacher to those less experienced and less skilled is known as a:

Mentor

A diagram of a sequence of activities to complete a project which shows the time for each activity and plans for activities that can be done ahead of time or simultaneously is a:

PERT

Which of the following are examples of cultural difference?:

People from Latin America, Africa, The Middle East, and South America prefer to communicate at much closer distances than do people from Canada or the U.S. Eye contact and facial expressions are two nonverbal communication techniques that vary among cultures.

Which of the following is not part of the third essential guidelines model for administering discipline?

Personal

Which of the following is true about planning and decision making?:

Planning is a special form of decision making. The steps in making a good plan resemble those in making a good decision. Planning is making decisions about future courses of actions.

Which of the following represents the four main functions of management?

Planning, Organizing, Leading, Controlling

Which of the following is not one of the four primary sources of power for effective leaders?

Positive Power

Which of the following models of discipline consists of the following: oral reminder, written reminder, and termination?

Progressive

Which of the following is an inappropriate reason for terminating an employee?

Race, color, gender, or national origin Because she is pregnant In retaliation for filing discriminatory charges

A process by which leaders measure, evaluate, and compare results to goals and standards previously agreed upon, and take corrective action when necessary to stay on course is known as:

Controlling

A supervisor is responsible for the input of the people supervised and for the quality and quantity of products and services.

False

Acting on a hunch of gut feeling to make a decision is the logical approach.

False

An optimistic level is your estimate of what constitutes a component job and the way that good steady employees are doing it now.

False

Can-do factors are an applicants or employee's willingness, desire, and attitude toward performing a job.

False

Cross training can keep workers interested and motivated, but it cannot reduce turnover.

False

Exempt employees are covered by the federal and state wage and hour laws.

False

Feedback control is control that is conducted during the activity.

False

Finding a solution that satisfies both of you is a lose-lose outcome

False

Internal recruiting offers results in promoting from outside the company.

False

It is illogical for the supervisor to personally train employees.

False

Job loading means adding more challenging work.

False

Most workers in routine jobs welcome changes that affect them because change gives them relief from boredom.

False

Opportunity thinkers focus on why the situation is impossible and retreat.

False

Performance management may be defined as the whole process impacting how well an employee performs.

False

Scientific management is the standardization of work procedures, tools, and conditions of guests.

False

The Theory X manager relies heavily on delegation.

False

There are only two aspects of delegation.

False

A performance evaluation is:

a periodic review and assessment of each employee's performance during a given period.

The best approach to an appraisal interview is:

a problem-solving approach.

The first step in conflict management is:

analyzing

What are the six universal emotions?:

anger, fear, sadness, happiness, disgust, and surprise

One disadvantage of patterned interviews is that they:

discourage customized discussion

A process involving observation of employee performance and conversation focusing on job performance between the manager and the employee is called:

coaching

_______ is a process involving observation of employee performance and conversation focusing on job performance between the manager and employee.

coaching

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

conflict management

The Pregnancy Discrimination Act of 1978 makes it unlawful to:

discriminate against a woman on the basis of pregnancy, childbirth, or related medical conditions. to fire a woman for being temporarily unable to work on the basis of being pregnant or for childbirth or related medical conditions. refuse to hire a woman because she is pregnant and already has a child. All of the above.

The Americans with Disability Act (ADA) makes it unlawful to:

discriminate in employment matters against recovering alcohol and drug abusers. discriminate in employment matters against a person who has a physical or mental impairment that substantially limits one or more major life activities. discriminate in employment matters against people infected with the HIV virus. All of the above.

Poor supervision can cost companies dearly in the following ways:

discrimination law suites high turnover rates litigation time and money

Which of the following is a characteristic and trait of effective leaders?

drive desire to influence others honesty and moral character self-confidence

Demographics include all of the following except:

educational institution

The hotel and restaurant industry depends on large numbers of people to fill _________, __________ jobs that have little interest and no perceived future.

entry level, low wage

The second step in giving instructions is:

establishing a climate of acceptance.

The final step in developing a performance standard system is to:

evaluate worker performance on the job.

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

fact finding.

A good training program is unaffordable luxury for most hospitality operations.

false

Anger , according to Webster's Dictionary, is defined as discord, a state of disharmony, open or prolonged fighting , strife or friction.

false

Compromise results most often when concerns for others is of high importance.

false

Conflict according to Webster's Dictionary is defined as a feeling of great displeasure, hostility, indignation, or exasperation, wrath, trouble, or affliction.

false

Fear is a powerful motivator in helping an employee to learn new skills.

false

The way you talk to employees in class room training has a little effect on how receptive they are to your leadership.

false

Training people for jobs always takes care of their training needs.

false

Violence in the workplace has become less problematic in recent years.

false

and are the main cause of conflict.

feelings and emotions

The last step in using a pattern for solving problems is:

following up

The last step in the process of mediation is:

formalizing agreements

A comfortable distance for communicating instructions is:

four to seven feet

Brainstorming is:

generating all possible solutions without considering pros and cons.

Which of the following is a bad listening practice?:

going off on tangents reacting emotionally cutting off the flow of the message probing, interrogating and analyzing peoples motives

An approach to management that blends standardization, concern with people, and participative techniques is called:

humanistic management.

The top recruiting method is:

in-house referral

For a performance standard system to work it should:

include a built-in reward system.

Groups that are more social by nature are:

informal groups

Strategic planning:

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

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 a:

job specification

A positive discipline system:

keeps many discipline problems from arising

The most neglected communication skill is:

listening

Negative discipline is:

maintaining discipline through fear and punishment, with progressively severe penalties for rule violations. a demotivator. never successful at turning chronic rule breakers into cooperative employees.

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.

A raise given to an employee based on how well the employee has done his or her job is known as a(n):

merit raise

Management theory:

must be adapted to the situation and the people involved.

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

Which of the following are examples of symbols?:

pictures and graffiti

JIT skills training consists of:

preparation, show and tell, performance, follow through.

The steps in Job Instruction Training are as follows:

prepare the associate, demonstrate the task, have the associate do the task, follow through.

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.

Unity of command refers to the:

principle that each person should have only one boss.

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

recruiting, hiring, firing, promotions, and compensation.

When interviewing applicants job requirements or qualifications must be:

relevant to the job relevant when regarding education and work experience.

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

summative evaluation formative evaluation

A supervisor must work overtime without pay if he/she:

supervises two or more people, spends 50 percent or more of his/her time managing, and earns $455/week or more.

Boomerang management occurs when a:

supervisor reverts from a management point of view to a worker's point of view.

Which of the following is false regarding written performance standards?:

Standards must not place a time limit set for achievement.

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

The word TEAM stands for:

Together Everyone Achieves More

A performance review from should state measurable or observable performance standards by which workers are to be rated.

True

During certain parts of the day in the hospitality industry, the job controls the supervisor and you cannot plan this time.

True

Employees learn best when learning is relevant and practical.

True

Fear of negligent hiring and retention litigation is a hiring manager's worst nightmare and most compelling reason to conduct in-depth criminal records searches of job applicants.

True

Feedback is the most used control.

True

In performance reviews, superiors should be careful to rate their employee's performance rather that the people themselves.

True

In the hospitality industry there is a pattern of daily peaks and valleys, with the peaks falling around mealtimes and the valleys falling between.

True

In the hospitality industry, adjusting your plans as you carry them out is part of the planning process.

True

Listening is the second half of the communication process - the most neglected half and sometimes the most important.

True

Organizing is limited to top management; the supervisor simply administers the organization he/she has been given.

True

Participative management is a system that includes employees in making decisions that concern them.

True

The diversity of employees can be a training problem.

True

The kind decision making requires a clear grasp of what is going on plus quick thinking and quick action is decisiveness.

True

The planning process is closely related to the decision-making process.

True

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

What questions should you ask when writing performance standards?

What is to be done? How is it to be done? To what extent is it to be done?

When managing diversity issues positively, you should:

treat all of your employees equitably but not uniformly. have consistency by applying the same set of goals and values to each situation. foster a climate of mutual respect.

A job should always be taught in the order in which it is performed.

true

A performance standard system provides a ready-made structure for a training program.

true

Accommodation is the result of low concern for your own interests or the interest of your group.

true

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

true

Desires can be thought of as wants.

true

Diversity is defined as a difference, variety, or unlikeness.

true

Feelings and emotions are a main cause of conflict.

true

Needs are those things that we feel are vital to our well-being.

true

New employees should be given a pretest before training began.

true

Summative evaluation measures the results of the training after the program are completed.

true

To define a job's qualifications, you need to list the knowledge, skills and abilities, work experience, and education and training required.

true

Where training is inadequate, poor sanitation is probable.

true

Telling an applicant the entire story about a job, including the drawbacks is known as:

truth in hiring

Group decision making:

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

Symbols can obscure the meaning of a message by:

vagueness. language barriers. body language/ facial expressions not matching the speaker's words.

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

win-lose concept.

The Theory Y view of workers holds that:

work is as natural as play, and people will work of their own accord toward objectives that fill personal needs.

The work of Frank Gilbreth is associated with:

work simplification

Pre-shift meetings should be all of the following except:

A chance for the manager to talk about himself

A comfortable distance for communicating instructions is:

A comfortable distance for communicating instructions is:

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

A spoken message that emphasizes something important to the receiver

Negative team norms:

Are behaviors that are against the interest of the team Can develop by abusing team norms Are not accepted by the overall group

A clear and effective disciplinary policy offers many benefits, including:

Clear guidelines for employee behavior Good morale for other employees Protection against lawsuits

Which of the following statements about coaching is false:

Coaching is easy; most people figure it out in no time

Which of the following steps should a supervisor or manager use when they catch an employee doing the right thing:

Describe the specific action you are praising Explain the results or effects of the actions State your appreciation

Which of the following steps comes first for establishing a diversity and inclusion program?:

Develop a mission statement that includes diversity and inclusion

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

Develop a mission statement that includes diversity and inclusion.

Due process refers to:

Employees rights to self defense in a disciplinary process

The order of steps in the discipline process is:

Establish and communicate ground rules, evaluate employee performance and conduct, reinforce employees for appropriate performance and conduct, work with them to improve when necessary.

Which of the following is not one of the five principles of good listening?:

Establishing a sense of emotional communication

The study of standards of conduct and moral judgment is known as:

Ethics

Which of the following is false regarding a standing plan?:

Rigidity is not a potential drawback of a standing plan.

A supervisor has an obligation to customers to:

See that their needs and desires are met train workers in guest relations represent the enterprise well

This type of leadership was developed by Kenneth Blanchard and Paul Hershey

Situational Leader

Which of the following criteria defines team effectiveness?

The productive output of the team meets or exceeds the standards of quantity and quality Team members realize satisfaction of their personal needs Team members remain committed to working together

Negative discipline is usually used by:

Theory X style management

By and large people are good, they will work willingly, they want to learn, they welcome responsibility, and they are capable of self-direction and self-discipline. This is which view of people?

Theory Y

Which of the following is true of today's hospitality employees?

They tend to have a higher expectation level, and a lower frustration tolerance. They expect more out of a job than just a paycheck. Most are not tied by need to jobs they don't like.

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

Title V11 of the Civil rights Act

Which of the following is true regarding training?

When good training is lacking, there is likely to be an atmosphere of tension, crisis and conflict A small mistake or oversight made by a poorly trained employee can have enormous impact Having a person who is leaving a job train the person who will take it over is known as trailing

The magic apron method is:

When people train themselves

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

Where are you currently employed?

Formal groups are:

Workgroups that include committees, group meetings, work teams and task forces.

As a hospitality supervisor, you have obligations to all of the following except:

Your family and friends

The supervisor's role is to:

be responsible for the quantity and quality of the products and services. meet employee needs. be responsible for the output of the people supervised.

Being a leader means:

being someone that people follow voluntarily. guiding the actions of your employees to reach certain goals. influencing the actions of your employees to reach certain goals.

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:

benchmarking

Which of the following is not one of the three managerial skills essential to success?

physical and personal skills

A job description is used to:

decide on disciplinary action. assign work.

The first step in making a decision is to:

define the problem.

The first step in setting up a performance system is:

defining the purpose

The first essential for dealing with resistance to change is a climate of _________ and _________

open communication/trust

Employees have the opportunity to meet with managers to discuss issues. This is (a):

open door policy

Total quality management (TQM) is a:

participative process that empowers all levels of employees to work in groups to establish guest service expectations.

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

perceptions

The distance within which a person feels uncomfortable allowing others to come closer unless they are invited to approach is known as:

personal space

The type of appraisal that helps put employees at ease because they know what will be discussed during their appraisal is known as:

self-appraisal

Human skills needed by a manager include:

sensitivity to workers' personal needs.

A budget is a

single-use plan

The application form can tell you all of the following except:

the applicant's marital and family status.

Among the problems of most performance review systems are:

the difficulty of being fair and objective.

Human relations theory emphasizes:

the importance of workers as individuals.

The labor market refers to:

the jobs available and the people looking for work.

The supervisor's authority comes from:

the power to hire and fire, reward and punish. consistent disciplinary action. the acceptance of authority by workers.

A common consequence of punishing a rule breaker is:

to make the person punished feel angry, defensive, and hostile.