Human Resources Final Exam

Which term refers to the confidential file that contains documents related to hiring, training, evaluating, promoting, and if necessary, disciplining an individual? a. Personnel b. Public information c. Labor d. Employee

a. Personnel

What is the ultimate purpose of evaluating the orientation program? a. To improve it b. To cut costs c. To reduce time spent d. To provide an illusion of input

a. To improve it

Cooperation with public officials is important. Are there other outside constituents that should be considered by restaurant or bar managers? a. Minors attempting to gain entry with fake identification b. Community neighbors affected by noise and parking c. Competition that exists from wine stores that sponsor tastings d. Purveyors of unlicensed alcohol or uninspected food

b. Community neighbors affected by noise and parking

What form of information is used to communicate potential hazards of chemical materials to food service employees? a. Pre-shift employee meetings b. Material safety data sheets c. Employee bulletin board d. Employee handbook

b. Material safety data sheets

During which time period is it most crucial to remember that the checklist serves merely as a reminder and not a substitute for continuous monitoring? a. Pre-shift b. Mid-shift c. Shift end d. Closing

b. Mid-shift

Which method of determining a training need is referred to when managers notice work methods that differ from the standard operating procedures? a. Receiving input from guests b. Observing work performance c. Analyzing information d. Conducting exit interviews

b. Observing work performance

What is the benefit to employees who are members of a labor union? a. Union-hall postings of job opportunities for members b. Representation and negotiation of rights and wages c. Increased job socialization and teamwork for the price of dues d. Few advantages due to the threat of strikes and grievances

b. Representation and negotiation of rights and wages

At which stage of a long-term mentoring relationship is the mentor recognizing the worth and contributions of the employee and serving as a reference to help the employee move forward in his or her career? a. Counseling and coaching b. Sponsoring c. Professional friendship d. Initiation and relationship building

b. Sponsoring

Are reference checks still a part of today's screening process? a. Yes; questions can be fashioned for specific candidates to gain useful information. b. Yes; the same questions must be asked and the same procedure followed for all candidates. c. No; very little useful information can be gained from reference checks. d. No; internet background checks are used instead of reference checks.

b. Yes; the same questions must be asked and the same procedure followed for all candidates

Which term refers to a process in which an experienced employee provides advice to less experienced employees about concerns relating to the job, establishment, and profession? a. Favoritism b. "Old boy" system c. Mentoring d. Big buddy

c. Mentoring

What is a crew schedule? a. A plan considering sales volume, employees required, and labor cost b. A list of employee names and times they are working c. A seasonal chart showing who is working in what position and for which shift d. A contract for days, holidays, and hours for employees of foodservice

a. A plan considering sales volume, employees required, and labor cost

Which areas of an operation do laws and regulations impact? a. All areas of the business b. Labor and human relations c. Food, safety, and sanitation d. Building, facility, and code

a. All areas of the business

Which of the following persons would be covered under the Americans with Disabilities Act as a person with a disability? a. An 18-year-old with a mental impairment that substantially limits major life activities who is applying for a dishwasher job b. A prep cook on crutches applying for a position at a fine dining establishment that is open for lunch and dinner c. An alcoholic cocktail server identifying himself as having an impairment who applies for a job at a sports bar as a bartender d. HIV-positive dining room manager with experience who applies for a job at a small restaurant with 12 employees on shift

a. An 18-year-old with a mental impairment that substantially limits major life activities who is applying for a dishwasher job

Which of the following operations is able to use a defense of reasonable care against lawsuits? a. An operation that smokes their own seafood products and has a HACCP plan in place b. A chain of quick-service taco stands that has one of its store supervisors certified in sanitation c. A restaurant that purchases produce from a local farmer who has won prizes for tasty vegetables d. An operation that grows its own bean sprouts on site in order to ensure that the product is fresh

a. An operation that smokes their own seafood products and has a HACCP plan in place

Which professional development method is described as a form of training in which a master craftsperson assumes responsibility for the total development of a person new to the field? a. Apprenticeship b. Job rotation c. Coaching d. Informal learning

a. Apprenticeship

What is the proper response from the employee answering the telephone when a threatening call such as a bomb threat is made to an operation? a. Ask if the manager can take the call; if not, listen very carefully and remember details b. Hang up immediately c. Keep the caller on the phone for as long as possible so that the call can be traced d. Turn the call around into a joke

a. Ask if the manager can take the call; if not, listen very carefully and remember details

What refers to the OSHA process whereby a process is developed regarding what employees must do to protect workers who can reasonably be anticipated to come into contact with blood or other potentially infectious materials as a result of doing their job? a. Bloodborne pathogens standards b. Occupational Safety and Health Act c. Designated first-aid provider d. Material safety data sheet

a. Bloodborne pathogens standards

What is the safe and proper response of the food service manager when an employee with food handling duties reports that he or she is HIV positive? a. Confidentiality and normal precautions for safe food handling b. Inform other employees who may have been exposed so they can test c. Remove the employee from food handling duties; let go if no alternatives d. Inform employees and customers of potential exposure by said employee

a. Confidentiality and normal precautions for safe food handling

Which of the following represents a sound approach to avoiding having a workplace with a harassing environment? a. Encourage employees to have normal, friendly interactions b. Forbid employees from socializing during, before, and after work c. Forbid co-workers from dating, and threaten to fire anyone violating this rule d. Forbid jokes of any kind, as it is easy to cross the line to inappropriate

a. Encourage employees to have normal, friendly interactions

How should managers handle the inevitable issue of vacation requests when scheduling employees? a. Follow developed policies, such as blocking busy times, granting requests by seniority, or granting them on a "first come, first served" basis. b. Inform employees when hired that the restaurant is open for all holidays and workers are expected to be ready to work. c. Solve the problem simply by closing for the two slowest weeks of the year, giving everyone the same time off. d. Assume employees will call out if requests are not granted, so let them go and deal with absences as well as possible.

a. Follow developed policies, such as blocking busy times, granting requests by seniority, or granting them on a "first come, first served" basis

Which checklists confirm that all side work is completed, side stands are cleaned and restocked, and self-serve sections are clean and stocked? a. Front-of-the-house shift-end and closing b. Back-of-the-house shift-end and closing c. Financial shift-end and closing d. Facility shift-end and closing

a. Front-of-the-house shift-end and closing

What should managers keep in mind when advancing their own personal development plan? a. Goals sometimes change for personal or professional reasons. b. All promotions are beneficial and should be accepted. c. It is best not to set priorities or commit to any one plan. d. Waiting to see what develops is often the best plan of all.

a. Goals sometimes change for personal or professional reasons

What is the most common problem cited by OSHA for eating and drinking establishments? a. Hazard communication standard or the employee's right to know b. Lower back injuries due to improper lifting of heavy objects c. Slip and fall injuries caused by greasy or wet floors without warning d. Exposure to bloodborne pathogens through knife cuts and slices

a. Hazard communication standard or the employee's right to know

Is an employer within their rights to refuse to hire an obviously pregnant woman for a server position? a. If she is able to perform the major job functions, she is protected by the pregnancy discrimination act. b. If she cannot wear the uniform, she is not considered to be able to perform the job. c. Yes; it can be assumed that she cannot safely lift trays, work late hours, or balance weight. d. Yes; it can be assumed that she will be asking for time off to give birth and then to care for her child.

a. If she is able to perform the major job functions, she is protected by the pregnancy discrimination act

How does networking promote professional development? a. It helps employees keep updated and seek advice about common challenges. b. It helps employees socialize with others with similar lifestyles. c. It helps employees learn about pricing structures and pay scales of other operations. d. It helps employees get the latest gossip on competitors and vendors.

a. It helps employees keep updated and seek advice about common challenges

Which professional development method occurs when an employee is assigned to another job in the organization and one or more methods are used to learn the new job? a. Job rotation b. Apprenticeship c. Coaching d. Informal learning

a. Job rotation

What are the two types of professional development goals? a. Learning specific knowledge/skills and improvement b. Knowledge-based and skill- or task-based c. Intellectual skills and emotional or social skills d. To stay within the operation or be transferred to another property

a. Learning specific knowledge/skills and improvement

What level of legal understanding do managers need to effectively operate a foodservice establishment? a. Managers should understand the intent of the laws and how they directly affect the operation. b. Managers should know the details of every law that could possibly impact the business. c. Managers should leave laws to the attorneys who understand them and should retain good lawyers. d. Managers should delegate to area supervisors, human resources, chefs, and other key areas.

a. Managers should understand the intent of the laws and how they directly affect the operation

Do all variances result in an increase in labor cost? a. No; a variance could be due to fewer hours worked or could be offset by greater-than-expected sales volume. b. No; if the employee agrees to be paid in cash "under the table," the need for benefits and tax deductions is eliminated. c. Yes; it helps to require employees to clock out if they are approaching a situation where their wages would go into overtime. d. Yes; this is why any variance must be closely monitored and must not be allowed to occur.

a. No; a variance could by greater-than-expected sales volume

What procedures should supervisors follow regarding emergency management? a. OSHA requirements provide a framework for the components of an emergency plan. b. It's a good idea to post a list of important phone numbers on the kitchen wall in case of an emergency. c. The operation must have a sprinkler system, a working fire extinguisher, and a staff member trained in CPR. d. A person capable of covering in an emergency situation in the supervisor's absence must be designated.

a. OSHA requirements provide a framework for the components of an emergency plan

Which bloodborne pathogen prevention measure refers to gloves, waterproof aprons, eyewear, protection, and disposable CPR devices? a. Personal protection equipment b. Training c. Vaccinations d. Exposure control plan

a. Personal protection equipment

Besides sexual harassment, other forms of harassment include race, religion, and age. What other harassment of food service employees commonly occurs? a. Pregnancy, disability, and sexual orientation b. Nationality, disability, and obesity c. Political party, sports team, and national origin d. Native language, accent, and level of literacy

a. Pregnancy, disability, and sexual orientation

How do employee assistance programs (EAPs) enhance employee effectiveness? a. Prevention, identification, and resolution of personal concerns b. Prevention, identification, and resolution of profession issues c. In-house employee loan program to assist those with credit issues d. Free mental health counseling for employees without health care

a. Prevention, identification, and resolution of personal concerns

How can management lower the risk of crime to food service workers? a. Provide drop safes so that there is a limited amount of cash on hand, particularly after normal hours b. Issue guns to cashiers and provide sharpshooter trainer at the local gun range to all who handle cash c. Consider "safer" operating hours and locating in neighborhoods rated low in criminal activity; do not deliver d. Deal swiftly with troublemakers through the use of Tasers; train any employee who serves liquor in this use

a. Provide drop safes so that there is a limited amount of cash on hand, particularly after normal hours

A manager discovers a cartoon depicting a person being humiliated in an act of a sexual nature. What should the manager do? a. Remove the cartoon and replace it with a notice that nothing may be posted without approval and that offensive material will not be acceptable in the workplace in any form b. Quietly take it down and destroy it with the hope that no one who may have seen it will have been offended, take action, and cause problems regarding its posting c. Laugh about it and announce that, while funny, "some people" may be bothered so that, sadly, it will have to come down; take down the cartoon and put it in a pocket d. Conduct an investigation, questioning everyone, showing them the cartoon; vow to fire the offender who posted the cartoon and make as public of a show as possible

a. Remove the cartoon and replace it with a notice that nothing may be posted without approval and that offensive material will not be acceptable in the workplace in any form

A female supervisor informs a male subordinate that she will promote him from busser to server if he will be her "secret boyfriend." What is the legal stand on this situation? a. The male employee is being sexually harassed in a quid pro quo situation and has legal grounds for filing a complaint. b. If the supervisor were male and the subordinate female, there would be harassment, but this situation is not actionable. c. The male employee is being sexually harassed in a hostile work environment situation and this is actionable. d. The busser is not only getting a raise but also a "secret girlfriend." He is lucky he is not being asked to take a pay cut.

a. The male employee is being sexually harassed in a quid pro quo situation and has legal grounds for filing a complaint

What is the purpose of having checklists? a. These reminders ensure that standards are met and routine procedures are performed consistently. b. Employees are likely to forget critical details without these reminders. c. Managers are likely to forget critical details without these reminders. d. Trained managers and employees seldom need these "training wheels."

a. These reminders ensure that standards are met and routine procedures are performed consistently

Why are restaurants and food service operation workers at an increased risk for workplace violence? a. They exchange money with the public, provide delivery, and work late or very early hours alone or in small groups and in high-crime areas. b. Wherever alcohol is served, violence and crime are inevitable outcomes that must be prepared for with security measures. c. Workers attracted to the hospitality industry tend to be troubled and prone to violence. d. As restaurants have been legally required to become smoke free, tempers have frayed and violence has erupted.

a. They exchange money with the public, provide delivery, and work late or very early hours alone or in small groups and in high-crime areas

If labor is running over budget at mid-month, should the manager make up for this by running on a short staff during the final week? a. This is unwise because quality issues impact customer satisfaction. b. This strategy is feasible if the manager fills in for absent hourly employees. c. This is a common industry practice and should be used when needed. d. A better strategy is to schedule the lowest-paid employees and hope they will rally.

a. This is unwise because quality issues impact customer satisfaction

What is the purpose of developing a master schedule? a. To plan the correct number of employees and labor expenses b. To eliminate the need to ever create another time-consuming schedule c. To show employees the schedule for a season at a time, preventing weekly woes d. To provide a weekly forecasted adjustment to the crew schedule

a. To plan the correct number of employees and labor expenses

Barb, the day prep cook, earns 15% less than Brad, the night prep cook. Is this a problem? a. Yes; the Equal Pay Act of 1963 makes it illegal to pay different wages to men and women if they perform equal work in the same workplace. b. Yes; Brad should be earning more than merely 15% over Barb because he is the breadwinner and works the less desirable night shift. c. No; pay is a confidential matter. The problem occurs when employees learn what other workers earn, causing jealousy. Keep it quiet. d. No; it is up to a supervisor to determine the relative worth of any employees' efforts and no one else's business or concern.

a. Yes; the Equal Pay Act of 1963 makes it illegal to pay different wages to men and women if they perform equal work in the same workplace

The manager throws an appreciation event for employees known to be against becoming a union shop. At the event, they are promised bonuses for persuading union organizers to "see the light." Are there any issues with this strategy? a. Yes; the manager may be in violation of the National Labor Relations Act. b. Yes; the manager should have invited all employees to the event. c. No; but it would be wise to meet with influential employees in a less public forum. d. No; this is an excellent strategy and should yield positive results.

a. Yes; the manager may be in violation of the National Labor Relations Act

A gay male supervisor displays graphic nude photographs of men in his office. He reasons that most servers are straight females and will like the photos and that the males will likely live and let live. Are there any flaws in his reasoning? a. Yes; the photos could be seen as creating a hostile work environment and thus constitute sexual harassment. b. Yes; the photos could be seen as quid pro quo and thus constitute sexual harassment for male workers c. No. If the photos were of women or of sexual acts, it would be different, but these are acceptable. d. No; his reasoning was sound. No one should have a problem with some innocent photographs.

a. Yes; the photos could be seen as creating a hostile work environment and thus constitute sexual harassment

What is the legal age for purchasing and serving alcohol in the United States? a. 21 to purchase and 18 to serve in the continental United States, and 18 for both in Hawaii and Alaska b. 21 for both in all 50 states, although there are some variations regarding serving c. Varies by state; as young as 18 to purchase and serve alcohol in some states d. The age to purchase is the same as the age to serve, ranging from 18 to 21.

b. 21 for both in all 50 states, although there are some variations regarding serving

What factors may prevent an establishment owner or manager from obtaining a liquor license? a. Any criminal charges, regardless of outcome b. A felony conviction or misdemeanor narcotics conviction c. Insufficient funds for various fees and permits required d. Failure to properly or legibly fill out application forms

b. A felony conviction or misdemeanor narcotics conviction

At which stage of the employment process can the legal concern of discrimination be raised? a. During the hiring process only, including all aspects of selection b. At every stage, from recruitment to termination and references c. During employment, including pay, assignments, promotion, and training d. During employment, involving discipline, discharge, and reference matters only

b. At every stage, from recruitment to termination and references

Where should OSHA and other legally required compliance posters be posted in the workplace? a. Manager's office, where they can be maintained and available for inspection b. Common areas where employees have easy access, such as break rooms or bulletin boards c. In public spaces where all have access, such as lobbies of restaurants and restrooms d. As wall space is limited and sanitation a concern, an intranet or social network page

b. Common areas where employees have easy access, such as break rooms or bulletin boards

What is the first step in developing an effective employee schedule? a. Hire the best employees for each position and determine availability b. Determine how much money can be spent for labor during each shift c. Look at what the competition is doing and copy them d. Purchase scheduling software online and plug in names of employees

b. Determine how much money can be spent for labor during each shift

How can a manager guarantee the coordination of many people doing many specific jobs while meeting quality expectations of customers? a. Hire experienced help b. Develop standards c. Observe employees continuously d. Discipline rigorously

b. Develop standards

What are standard operating procedures? a. Employee manual received at the time of hire b. Explanation of how tasks should be done c. Generic industry guidelines for tasks d. Federal model code for foodservice

b. Explanation of how tasks should be done

Which task is appropriate for delegation in order to give an employee experience in problem solving? a. Detail work b. Fact-finding task c. Repetitive task d. "Standing in" task

b. Fact-finding task

Which term refers to a system for identifying specific points within the flow of food that are essential for preventing, eliminating, or reducing a hazard to safe levels? a. Active managerial control b. Hazard analysis critical control point c. Food and beverage safety d. Time and temperature control

b. Hazard analysis critical control point

What would be an advantage to becoming an "employer of choice"? a. Lower labor cost b. Maximum employee retention c. Less need for managers d. Greater ability to transfer

b. Maximum employee retention

Are crew schedules considered to be final once they have been distributed to employees? a. No; the schedule is only a suggestion that employees or the employer could change with a phone call. b. No; employees may call out or quit, or business volume could change, necessitating adjustments. c. Yes; the crew schedule is a legally binding contract from the employer to the employee to provide paid work. d. Yes; the crew schedule is a legally binding contract from which the employee can be terminated for failure to appear.

b. No; employees may call out or quit, or business volume could change, necessitating adjustments

Do guests prefer servers who have their own unique way of doing things over robotic, standardized service? a. No; soon technology will perform nearly all human functions. b. No; standardization delivers consistency and can be done hospitably. c. Yes; guests prefer unique server performance but want standardized sanitation. d. Yes; guests prefer unique server performance but want standards for food.

b. No; standardization delivers consistency and can be done hospitably

How can an operation ensure an employee has progressed or has even participated in outside professional development activities? a. The employee should be accompanied by an operation mentor or upper management to verify participation. b. The employee should provide documentation or a summary report, and ideally, should bring back the knowledge to be implemented at the operation. c. The employee should be required to complete an operation-designed competency exam upon return. d. Verification is not possible without violating federal privacy laws, so it should not be attempted.

b. The employee should provide documentation or a summary report, and ideally, should bring back the knowledge to be implemented at the operation

What does it mean to have a "contingent" job offer? a. The offer stands if no better candidate appears within a specified time period. b. The offer stands if reference checks, drug tests, or other factors are satisfactory. c. The offer stands if the applicant accepts the job offer within a specified time period. d. The offer can be withdrawn at any time without explanation or penalty.

b. The offer stands if reference checks, drug tests, or other factors are satisfactory

What benefits do communication logs provide to managers? a. They save managers the trouble of pre-shift meetings with servers and the labor cost of paying everyone to be there. b. They transmit information across shifts, show patterns, and capture information to protect from liability. c. When accurate, they eliminate the need for managers to meet face-to-face. d. They present interesting comments and record incidents, gossip, and news about guests.

b. They transmit information across shifts, show patterns, and capture information to protect

When an employee is injured on the job, which person makes the determination that the employee is fit to return to work? a. Employee b. Manager on duty c. Attending physician d. Insurance representative

c. Attending physician

What must be true for a workplace to be classified as a hostile work environment? a. Male supervisors must have forced sexual acts with female workers. b. A female employee decides she is upset with a male coworker and files a claim. c. Behaviors must be frequent, severe, and pervasive. d. Nearly any condition any employee deems unpleasant can create a hostile work environment.

c. Behaviors must be frequent, severe, and pervasive

Which of these requires an individual to demonstrate a high level of skill and to meet specific performance requirements by participating in a rigorous process? a. Diploma b. Trophy c. Certification d. Award

c. Certification

Which log might contain recipe ideas, alerts about allergic reactions, and reminders for the next shift? a. Dining manager's b. Banquet and catering c. Chef's d. Manager's

c. Chef's

Which federal law establishes minimum wage, overtime, and child labor standards? a. Equal Employment Opportunity Act b. Title VII of the Civil Rights Act c. Fair Labor Standards Act d. These standards are determined state by state

c. Fair Labor Standards Act

Which of the following statements accurately describes professional development? a. It primarily consists of orientation and training for most operations. b. It is done only for selected individuals seen to have promise. c. It can involve formal classroom or informal coaching activities. d. It is done only for groups of employees for legal fairness purposes.

c. It can involve formal classroom or informal coaching activities

Which statement is accurate regarding factors that influence customer count? a. Weather has little or no impact on business. b. Holidays cause an increase in foodservice sales. c. Operations are affected differently by the economy. d. National trends have a greater impact than local.

c. Operations are affected differently by the economy

Which professional development method occurs when the employee is sent to college courses, commercial classes, or the company school for formal training and education? a. Self-study b. Special project c. Outside training and education d. Temporary assignment

c. Outside training and education

At which stage of a long-term mentoring relationship is the mentor beginning to provide more generalized advice that is less role and task related? a. Information exchange b. Counseling and coaching c. Professional friendship d. Sponsoring

c. Professional friendship

What is one practice commonly used to manage labor costs on slower-than-anticipated shifts? a. Clock out the highest-paid employees and let others cover. b. Have salaried help cover for hourlies. c. Send a few employees home early, preferably volunteers. d. Close early and save not only on labor but also on utilities.

c. Send a few employees home early, preferably volunteers

Are employees considered to be "on the clock" while engaging in professional development activities? a. All time spent on development is beneficial to the employee and thus is personal time. b. All time spent on development is beneficial to the operation; therefore, the employee should be compensated. c. Some personal time and commitment may be required of the employee. d. Federal law requires employees must be paid for time spent to benefit the employer.

c. Some personal time and commitment may be required of the employee

What is the most obvious standard employed for the back-of-the-house function? a. Wine service b. Chef certification c. Standardized recipes d. Chemical sanitizer

c. Standardized recipes

Which term refers to a process used by many organizations to ensure that employees will be recruited for and prepared to fill key positions that become vacant? a. Human resources b. Head hunting c. Succession planning d. Strategic staffing

c. Succession planning

In which professional development method is the employee assigned to another job for a limited time for the purpose of learning that job? a. Special project b. Self-study c. Temporary assignment d. On-the-job training

c. Temporary assignment

How is a restaurant's master schedule affected by a large seasonal fluctuation in business? a. The beauty is that the master schedule stays the same. b. The master schedule is always at the median point. c. The master schedule will need to be adjusted accordingly. d. This operation can't use a master schedule.

c. The master schedule will need to be adjusted accordingly

What is the goal of an employee wellness program? a. To avoid the need for a healthcare plan through wellness counseling on fitness and a health-oriented lifestyle b. Alternative and holistic education to avoid the costs of traditional Western medicine c. To improve employee health and productivity and reduce medical expenses for employer and employees d. Screen applicants for potential cost increases in health plans of those with preexisting conditions

c. To improve employee health and productivity and reduce medical expenses for employer and employees

Which term describes the difference between the actual expense and the budgeted goal when the goal is not met? a. Overage b. Break-even c. Variance d. In the red

c. Variance

The cocktail server at the nightclub is six months pregnant with twins. Her supervisor tells her she is suspended without pay until she is "back in shape." Has the supervisor erred? a. Yes; this was poor judgment. The server should have been transferred behind the scenes. b. Yes; it would have been better to offer to give her two weeks' pay. c. Yes; suspending her is in violation of Title VII of the Civil Rights Act. d. No; attractive cocktail servers are essential to the function of the operation.

c. Yes; suspending her is in violation of Tittle VII of the Civil Rights Act

Which professional development activity would be most likely to be supported financially by the foodservice operation? a. A valet parking attendant obtaining lessons and a license to drive motorcycles in order to park them when they appear b. A host in a continental restaurant taking French lessons in order to be able to interpret wine labels for servers c. A laundry supervisor taking a certification course in nutrition, which includes common food allergies d. A room attendant who is being promoted to supervisor taking a course in Spanish for the workplace to better oversee the current staff

d. A room attendant who is being promoted to supervisor taking a course in Spanish for the workplace to better oversee the current staff

Which professional development method is facilitated on the job? a. Community college b. Online course c. Professional association resource d. Cross-training

d. Cross-training

What entity is the author of the model Food Code? a. U.S. Department of Agriculture b. State Restaurant Association c. State or County Health Department d. Food and Drug Administration

d. Food and Drug Administration

What is the purpose of Workers' Compensation? a. It provides subsistence pay for unemployed workers seeking jobs, provided they were not let go for cause. b. It allows seasonal workers to survive while laid off from temporary employment. c. It is an insurance system for employers to cover guests who are injured through employee negligence. d. It covers medical costs and lost wages for employees who have been injured at work.

d. It covers medical costs and lost wages for employees who have been injured at work

How can delegation be considered a part of professional development? a. It is actually a time-management alternative and is not professional development at all. b. Cross-trained employees can be delegated to perform new tasks; thus, they are engaging in development. c. It is a clever way to save labor costs of higher-paid employees and gives managers a break. d. It helps employees attain goals involving work tasks and responsibilities that are not a normal part of their jobs.

d. It helps employees attain goals involving work tasks and responsibilities that are not a normal part of their jobs

How does the foodservice establishment benefit from cross-training the employee? a. The employee discovers different interests and career paths. b. It keeps the employee from developing a "territory" mentality. c. It keeps employees "on their toes" and prevents overconfidence. d. It improves scheduling, overtime reduction, teamwork, and morale.

d. It improves scheduling, overtime reduction, teamwork, and morale

Why is it illegal to deny alcohol service to a pregnant woman? a. It is not proven to be harmful to mother or child. b. Only hard liquor can be denied, not wine or beer. c. It is not illegal; it would be irresponsible to serve. d. It is considered to be sex discrimination.

d. It is considered to be sex discrimination

What kinds of outcomes indicate that an employee wellness program has been a success? a. No new hires discovered with expensive preexisting medical conditions requiring extensive medical care b. All employees have quit smoking, drinking, and use of illegal drugs, making the workplace healthier. c. Prescription drug use has been replaced with holistic and herbal remedies, yoga, meditation, and acupuncture. d. Reduced absenteeism, lower medical claim costs, and other positive indicators of improved employee health

d. Reduced absenteeism, lower medical claim costs, and other positive indicators of improved employee health

When implementing change, what communication strategies should be used with employees? a. Tell them just before the change happens so they have less time to be upset. b. Release a small amount of information at a time. c. Inform employees that compliance is required. d. Tell them as much as possible, as soon as feasible.

d. Tell them as much as possible, as soon as feasible

Besides those required by law, which are the most critical documents to be completed and produced in the hiring process? a. Benefit enrollment forms b. Standard employee application forms c. Emergency contact and signed policy agreements d. Those that put the employee on the payroll

d. Those that put the employee on the payroll

What is the intention of affirmative action? a. To right past wrongs with what is sometimes labeled "reverse discrimination" b. To document that an operation has not actively discriminated against any minority candidates c. To receive tax credits for complying with provisions of this federal act d. To yield a workforce that reflects the gender, racial, and ethnic profile of the local labor market

d. To yield a workforce that reflects the gender, racial, and ethnic profile of the local labor market

Which term refers to persons who expose wrongdoing within an organization in the hope of stopping it? a. Task force b. Mystery shoppers c. Ethics committee d. Whistleblowers

d. Whistleblowers

What is the focus of a new hire checklist? a. Double-checking the accuracy of the employment application b. Providing equal opportunity to learn about the operation c. Helping the employee realize the significant potential of the job d. Ensuring hiring documents are produced or completed

d. Ensuring hiring documents are produced or completed

What document demonstrates that an employee is legally able to work in the United States? a. Birth certificate b. Passport c. Voter registration card d. Form I-9

d. Form I-9

Which term refers to a training method used to teach the same job-related information to more than one employee at the same time? a. Corporate b. On-the-job c. Self-paced d. Group

d. Group

When should employee performance problems be discussed? a. During coaching and as part of the performance appraisal b. During the performance appraisal and as part of progressive discipline c. During pre-shift meetings and the progressive discipline process d. During coaching and the progressive discipline process

a. During coaching and as part of the performance appraisal

Which level of Maslow's hierarchy of needs does an employee-of-the-month program address? a. Esteem b. Self-actualization c. Social d. Safety

a. Esteem

In which step of the employment cycle is a system developed for identifying groups of persons who might be interested in working at the operation? a. Finding sources b. Recruiting c. Screening d. Hiring

a. Finding sources

Which term refers to a conflict resolution method in which a neutral third party listens and reviews facts and makes a decision to settle the conflict? a. Negotiation b. Mediation c. Avoidance d. Arbitration

d. Arbitration

Which leadership style is considered to be the best approach for managing inexperienced employees who must learn proper procedure? a. Bureaucratic b. Democratic c. Laissez-faire d. Autocratic

d. Autocratic

An interview should determine which two types of information about a job applicant? a. Strengths and weaknesses b. Plans and skills c. Expectations and experience d. Background and character

d. Background and character

Which term refers to a management philosophy that emphasizes that most work processes can be improved? a. Problem-solving team b. Strategic planning framework c. Employee suggestion box d. Continuous quality improvement

d. Continuous quality improvement

Which type of work team is composed of members representing different departments who work together to resolve issues? a. Simple b. Relay c. Problem-solving d. Cross-functional

d. Cross-functional

Which term refers to the act of treating persons unequally for reasons that do not relate to their abilities? a. Diversity b. Labor pool c. Americans with Disabilities Act d. Discrimination

d. Discrimination

Which part of training involves the greatest amount of mental activity and thus learning for the trainee? a. Taking notes during training b. Reading the manual c. Listening to the trainer d. Doing or practicing a lesson

d. Doing or practicing a lesson

Which component of the job description refers to what a person in this position does? a. Requirements b. Identification information c. Position manager d. Duties

d. Duties

The manager of a Southern coastal seafood restaurant tells a new server from New England to make tea. What is the barrier to effective communication in this conversation? a. Assumption; the manager assumed the server knew how to make (sweet iced) tea. b. Cultural differences; the manager hired someone from a different part of the country so cultural differences created issues. c. Distracting workplace; distractions prevented the manager from noticing the server's confusion. d. Opinion; the manager felt that all servers should know how to make tea.

a. Assumption; the manager assumed the server knew how to make (sweet iced) tea

How can a supervisor express interest and get to know employees without asking personal questions that might be considered harassing or discriminatory? a. Avoid any topic which would be "off limits" in a job interview. b. Inform employees that they are free not to answer. c. Always have another person present for these informal chats. d. Keep the office door open or avoid being alone with anyone.

a. Avoid any topic which would be "off limits" in a job interview

The bartender and a server are in dispute about the division of gratuity when a guest's check is transferred 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

a. Avoided resolution

Which term refers to arranging group efforts in an orderly manner? a. Coordinating b. Planning c. Organizing d. Staffing

a. Coordinating

Which leadership approach encourages employees to participate in the decision-making process that leads to cooperation and group spirit? a. Democratic b. Autocratic c. Bureaucratic d. Laissez-faire

a. Democratic

When determining the time frame of an orientation program, what is the primary objective that must be met? a. Determine what information the employee requires to meet customer needs b. Make it as short as possible so employees can get to work c. Cost effectiveness is always the most important goal d. Weed out hiring "mistakes" before benefits kick in

a. Determine what information the employee requires to meet customer needs

Which term refers to understanding that each employee is unique, thus fostering acceptance and respect extending to customers and vendors? a. Diversity b. Discrimination c. Labor law d. Equal Employment Opportunity Act

a. Diversity

What kind of recruiting is being used when a restaurant works with a school to sponsor an internship program? a. Internal b. Promoting from within c. External d. Networking

c. External

How can a manager use the communication skill of listening like a professional? a. Focus actively by maintaining eye contact and asking for clarification. b. Remind the speaker of his or her responsibility to send an understandable message. c. Appear to be paying attention by nodding if thoughts wander. d. Formulate responses while the speaker is talking to prevent lulls in the conversation.

a. Focus actively by maintaining eye contact and asking for clarification

How should managers address a diverse work environment when employee conflicts arise? a. Focus on the issue, not on personalities b. Wait until someone complains c. Discourage whiners from making a fuss d. Make jokes to ease the tension

a. Focus on the issue, not on personalities

What is the most common mistake 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

a. Hurrying and focusing on the most recent behavior

Which leadership factor is defined by gaining cooperation through caring acts, using persuasion to convince employees, and offering constructive feedback? a. Influencing others b. Leading consistently c. Providing direction d. Championing change

a. Influencing others

Which term refers to a training strategy in which a trainee combines and demonstrates several steps in a job task that has already been learned? a. Integrative practice b. Performance c. Practice d. Presentation

a. Integrative practice

What is an advantage that group training has over one-on-one training? a. It saves time when many employees need to receive the same information. b. It is cost effective because the trainer needs to be paid only once to deliver. c. It can be done on-site when the facility is closed for business. d. It is more interesting for the trainer to present to a group.

a. It saves time when many employees need to receive the same information

What relationship may job descriptions have with pay? a. Job descriptions can provide the basis for structuring salary ranges. b. Carefully worded job descriptions can avoid the need to pay overtime. c. Job descriptions must be broad so any task can be required. d. Job descriptions and pay are not related; they are separate areas to be considered.

a. Job descriptions can provide the basis for structuring salary ranges

When forecasting staff needs for the summer season, which of the following would a manager of a seaside restaurant likely examine first? a. Last summer's revenues and staffing patterns b. Last month's revenues and staffing patterns c. History of turnover for the establishment d. Staffing patterns for the restaurant industry

a. Last summer's revenues and staffing patterns

What is the objective of benchmarking when implementing change? a. Learn best practices and ensure one's 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 competitors can't copy them or will have to purchase them. d. Copy what others do to see if customers prefer it. If not, try copying other methods.

a. Learn best practices and ensure one's operation is meeting or exceeding them

When a restaurant located in a small rural town re-opened as an upscale sushi establishment, its managers encountered trouble finding trained sushi chefs. When developing their concept, what did management fail to consider? a. Local labor market realities b. Current and seasonal staffing schedules c. History of turnover d. Last year's revenue and staffing patterns

a. Local labor market realities

What can a manager do to foster positive cross-cultural interaction? a. Model behavior expected of employees b. Tell jokes about groups to break the ice c. Tease employees about stereotypes d. Insist on English only communication

a. Model behavior expected of employees

Which term refers to specifying the required quality and quantity outputs that define the correct way to perform a task? a. Performance standard b. Job description c. Task analysis d. Job breakdown

a. Performance standard

A new prep cook has been hired through a program at the local homeless shelter. At what level of Maslow's hierarchy of needs is this individual likely to be operating at this point? a. Physiological and Safety b. Social c. Esteem d. Self-actualization

a. Physiological and safety

Which term refers to the process used to identify each task an employee must do and explain how it should be done? a. Position analysis b. Job description c. Performance standard d. Job breakdown

a. Position analysis

What is the likely outcome of the consistent use of one management style with all team members all the time? a. The team will be ineffective due to its members' different motivational issues. b. The team will be effective because the management style fits all members' needs. c. The team will be effective because employee relations are fair. d. The team will be effective if high-performance teams are encouraged.

a. The team will be ineffective due to its members' different motivational issues

What is likely to occur when team building takes precedence over team priorities? a. The team's focus shifts to interpersonal relationships over goals. b. A solid team is formed that can tackle any situation. c. This natural and expected part of the process must be managed. d. The manager must disband the team and start over.

a. The team's focus shifts to interpersonal relationships over goals

Why is the four-step training method the choice of many hospitality operations? a. This training can be done one-on-one by an experienced employee. b. It is the least costly and time consuming of all methods. c. Most corporations employ trainers for openings. d. There are many online and video resources available.

a. This training can be done one-on-one by an experienced employee

What is an advantage of the practice of promoting from within? a. Employees tend to recommend others like themselves. b. It rewards employees for good performance. c. It brings in fresh perspectives and ideas. d. Reference checks and drug screening are already done.

b. It rewards employees for good performance

What benefit can be gained from learning about workforce generations and their differences? a. Those who better understand and appreciate each generation may more effectively facilitate the work of different-aged staff. b. Hospitality primarily uses youthful entry-level workers, so understanding them is of primary importance. c. Making generalizations about any age group is a mistake, so more harm than good can come from learning about workforce generations. d. To follow the law, everyone should be treated the same regardless of their differences.

a. Those who better understand and appreciate each generation may more effectively facilitate the work of different-aged staff

What is an important reason to perform a background check? a. To prevent a lawsuit or accusation of negligent hiring b. To determine that no unreasonable level of debt exists c. To verify that the driving record on the application is accurate d. To ascertain that photos of prepared food were made by applicant

a. To prevent a lawsuit or accusation of negligent hiring

What challenge can employee relationships present when a supervisor is promoted from within? a. Treating other staff members fairly and not being influenced by past relationships b. Feelings of envy and regret of those who were not promoted c. Needing to take sides in disputes while avoiding the appearance of personal alliances with friends d. Establishing the new role by steering clear of spending time alongside workers doing "old" tasks

a. Treating other staff members fairly and not being influenced by past relationships

What characteristic in the work environment will create an easier transition when change is needed? a. Trust and respect with a history of involving employees b. Autocratic management 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

a. Trust and respect with a history of involving employees

How can the trainer motivate the trainee to pay attention and learn? a. Relate the content of training to success on the job. b. Threaten to report the employee to management. c. Use jokes, music, and props. d. If a trainee fails to learn, it is his or her own fault.

a. relate the content of training to success on the job

What is the primary purpose of the pre-shift meeting? a. Line-up inspection of employee appearance and attitude check b. Clear and frequent communication so work is aligned with goals c. Airing of grievances prior to the shift to create a clean slate d. Ensuring that all servers are aware of soup and specials of the day

b. Clear and frequent communication so work is aligned with goals

Which term refers to all the financial and non-financial rewards given to employees for their work? a. Wages b. Compensation c. Salary d. Benefits

b. Compensation

Which part of a clearly stated training objective refers to the situations in which the trainee will be able to perform? a. Performance b. Conditions c. Standards d. Responsibility

b. Conditions

How should a supervisor respond when a valued regular customer makes a pass at a newly hired server? a. "Rescue" the server and explain that the guest did not mean to offend b. Demonstrate through actions that there is zero tolerance for harassment c. Thank the server after the shift for not overreacting to the situation d. Have a more experienced server who is familiar with the guest take over

b. Demonstrate through actions that there is zero tolerance for harassment

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

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

Which term refers to employees who meet work requirements in their current position and participate in professional development programs that allow them to advance quickly in the operation? a. Team player b. Fast-track c. Motivated d. Go-getter

b. Fast-track

What helpful information can be obtained from an effective exit interview? a. Names of other unhappy employees b. Ideas for improving work experience and reducing turnover c. Names of underperforming employees d. Little useful information can be gained

b. Ideas for improving work experience and reducing turnover

In regard to training, how accurate is the phrase, "those who can't, teach"? a. Inaccurate; trainers should be experts whom others can observe and learn from. b. Inaccurate; trainers must be proficient at tasks and good at all aspects of training. c. Accurate; it is not necessary to be proficient in any task to be able to train. d. Accurate; the best trainers are often actually bumblers on the job, and are thus patient with new hires.

b. Inaccurate; trainers must be proficient at tasks and good at all aspects of training

What challenge do employees often experience when they make the transition from hourly worker to supervisor? a. Acquiring a new wardrobe instead of wearing the company-provided uniform involves financial investment and new standards. b. Losing one's sense of accomplishment and clarity of focus causes confusing feelings. c. Changing one's style of communication from subservient to controlling involves practice and concentration. d. A promotion to supervisor is seldom a challenge; instead, it is a source of pride and motivation.

b. Losing one's sense of accomplishment and clarity of focus causes confusing feelings

Which term refers to determining how and by whom work tasks will be done? a. Planning b. Organizing c. Coordinating d. Staffing

b. Organizing

Which term refers to defining goals, establishing strategies to achieve goals, and designing ways to get work done? a. Organizing b. Planning c. Coordinating d. Staffing

b. Planning

What activity, regardless of position hired for, is among the most important in the entire orientation process? a. Identification of key managers and organizational structure b. Review of mission, culture, goals, and history c. Completion of any outstanding paperwork d. Explanation of benefits and schedules

b. Review of mission, culture, goals, and history

What can help managers enforce rules consistently? a. Rules that are loosely written so that they are subject to situational interpretation b. Rules that are written to be achievable and measurable c. A large labor pool to draw from so unfit employees can be let go and not drag others down d. A bonus to managers for issuing written warnings and other disciplinary measures

b. Rules that are written to be achievable and measurable

Which step of the employment cycle involves the evaluation of knowledge, skills, and abilities to assess fitness for the job and the operation? a. Finding sources b. Screening applicants c. Recruiting d. Hiring

b. Screening applicants

What is the motivational strategy behind the company picnic or annual party? a. Hosting such an event eliminates the need to provide other kinds of special rewards. b. The event thanks all employees and builds team morale. c. The event can satisfy employee curiosity about families and significant others. d. Team sports can spark healthy competition between departments.

b. The event thanks all employees and builds team morale

Which of the following is an example of a manager facilitating employees' work? a. The head chef stands on a catwalk over the kitchen and shouts at workers when errors in process are observed. b. The manager makes sure all cooks have been issued thermometers and have been trained to use them in standardized recipes. c. The manager notices that the server is flustered, takes over the station and tells the server to clock out. d. The bar supervisor takes credit for all positive guest comments and does not pass them on to bartenders and cocktail servers.

b. The manager makes sure all cooks have been issued thermometers and have been trained to use them in standardized recipes

A café had an average of 42 employees in its workforce last year, and 7 of them terminated. What was the employee turnover rate? a. 35% b. 29.4% c. 16.7% d. 6%

c. 16.7%

What is the difference between a training plan and a training lesson? a. The two terms are interchangeable, meaning the same thing. b. Lessons are used for hourly employees, whereas plans are for salaried employees. c. A plan organizes programs and a lesson organizes individual sessions. d. A lesson organizes programs and a plan organizes individual sessions.

c. A plan organizes programs and a lesson organizes individual sessions

To create positive first impressions for new hires, a supervisor explains how job advancement may occur and also provides for additional training and education as employees move forward. What is this strategy called? a. Benefits of staying b. Belonging c. Career ladder d. Shared vision

c. Career ladder

What outcome is likely if recognition and incentive program goals and requirements are vaguely stated? a. Employees working harder because they are not sure they can achieve the goals b. Leeway for the operation to adjust the program as it goes c. Confusion and an actual decrease in productivity d. The advantage of having a program with low payout expenses

c. Confusion and an actual decrease in productivity

Which term refers to a legally binding employment agreement? a. Letter b. At will c. Contract d. Offer

c. Contract

Which term refers to keeping the establishment on track to achieve goals through setting performance standards and determining whether they are attained? a. Supervising b. Coordinating c. Controlling d. Evaluating

c. Controlling

Who should be involved in employee goal setting in the performance appraisal process? a. Manager only b. Employee only c. Employee and manager d. Peers in the department

c. Employee and manager

Which term refers to rules or principles that help define what is right and what is wrong? a. Laws b. Morale c. Ethics d. Experience

c. Ethics

What is the primary difference between voluntary and involuntary termination from the perspective of the operation? a. Voluntary termination benefits the operation and involuntary termination benefits the individual. b. Neither type of termination benefits the operation in the short or long run, because both represent turnover. c. Involuntary termination benefits the operation and voluntary termination benefits the individual. d. Both benefit the operation, because employees who lack commitment are not beneficial.

c. Involuntary termination benefits the operation and voluntary termination benefits the individual

How does a well-written job description assist in the applicant screening process? a. It entices a wider pool to apply. b. It legally rejects those who wouldn't fit in. c. It provides a foundation for evaluating candidates. d. It uses key words to attract desirable candidates.

c. It provides a foundation for evaluating candidates

What is the purpose of an organizational code of ethics? a. It helps meet legal labor and environmental requirements b. It answers investor needs for accountability c. It serves as a safety check for evaluating decisions before implementation d. It is a marketing technique to attract socially conscious consumers

c. It serves as a safety check for evaluating decisions before implementation

What is a benefit of a task breakdown? a. It helps develop a task list used for annual employee evaluations and consideration for raises. b. Although it is a complex process, it is helpful in recruitment procedures. c. It tells the correct way to perform a task to ensure performance standards have been met. d. It is a useful tool for screening applicants for particular jobs regarding bona fide employment requirements.

c. It tells the correct way to perform a task to ensure performance standards have been met

Besides giving information that will allow the new hire to function effectively, what is the other main purpose of an effective orientation program? a. Impressing the employee with the need to perform b. Developing a sense of competition with others c. Making the employee feel welcome d. Subtle but needed hazing to determine "fit"

c. Making the employee feel welcome

Is training only needed with new hires and low performers? a. Yes; all others should be competent or no longer employed. b. Yes; it is too expensive and time consuming to do otherwise. c. No; new equipment or procedures also require it. d. No; average employees benefit from repetition of basic skills training.

c. No; new equipment or procedures also require it

What is the first step in a progressive discipline process? a. Written warning b. Probation c. Oral warning d. Termination

c. Oral warning

How can a manager use the communication skill of writing like a professional? a. Write casually to put readers at ease and engage them. b. Provide a thorough explanation using many paragraphs to comprehensively elucidate. c. Plan the intended message and use an organized process to create a readable document. d. Use a dictionary to bolster vocabulary and use new words in complex sentences.

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

A group of employees who do the same basic kind of work represents which type of work team? a. Relay b. Problem-solving c. Simple d. Cross-functional

c. Simple

What is the purpose of follow-up when implementing change? a. To review employee errors for disciplinary action b. To calculate manager bonuses for positive results c. To recognize employees and evaluate results d. To document procedures for possible patent

c. To recognize employees and evaluate results

How can training all employees reduce an operation's legal liability? a. Training shifts responsibility from employers to employees as they now know what to do. b. Because training increases customer satisfaction, customers are less likely to become disgruntled and sue. c. Training provides an equal chance for success and promotion and reduces safety concerns. d. Motivated employees are less likely to file compensation or unemployment claims.

c. Training provides an equal chance for success and promotion and reduces safety concerns

Is it legal to require an applicant to submit to a drug test as part of the hiring process? a. Yes; employers may require any category of worker to submit to drug testing. b. Yes; employers may require any selected individual to submit to drug testing. c. Yes; drug tests that are administered fairly to all are legal. d. No; mandatory drug tests are not legal.

c. Yes; drug tests that are administered fairly to all are legal

Are there any problems with the following job posting? Waitress wanted for high-volume sports bar near campus. Perfect for co-eds. a. Yes; the ad contains language that may imply that males are not welcome to apply. b. Yes; the ad fails to mention what additional qualifications (such as legal to sell alcohol) need to be met. c. Yes; the ad contains discriminatory language about gender and implication of student age. d. No; the ad is well written and should appeal to targeted applicants for the position.

c. Yes; the ad contains discriminatory language about gender and implication of student age

How does greeting every employee by name at the shift's beginning and thanking them at the end serve as a motivational strategy? a. It is an example to all to learn the names of regular guests. b. It is good practice for supervisors in dealing with guests and managers. c. It lets employees know the supervisor is checking, so they will be on time and stay at work. d. It sets a positive tone of acknowledgement and appreciation.

d. It sets a positive tone of acknowledgement and appreciation

What must an employer do to provide reasonable accommodations under the ADA? a. Lower the service or production standards so that the person with a disability can perform the job b. Take actions that cause significant difficulty or expense but nevertheless are considered worthwhile to ADA c. Provide access to and from the facility for employees and guests, including elevators and ramps d. Make adjustments or modifications to enable people with disabilities to perform the essential functions of the job

d. Make adjustments or modifications to enable people with disabilities to perform the essential functions of the job

Which leadership factor is defined by giving pep talks, asking employees for advice and praising their work, keeping them informed, and providing them with a sense of belonging? a. Coaching and developing b. Providing direction c. Leading consistently d. Motivating others

d. Motivating others

What should a manager do if coaching reveals that an employee simply does not want to do the task? a. Terminate the employee. b. Eliminate the task from the job. c. Promote the employee to a job without the task. d. Move to progressive discipline efforts.

d. Move to progressive discipline efforts

What harmful issues can informal communication channels such as the "grapevine" create? a. Exposure of indiscretions can result in copycat behavior. b. The manager can turn the situation around to team building by joining in. c. There are no harmful issues; the grapevine provides a way to blow off steam and enjoy some laughs. d. Negativity and gossip can cause stress and destroy relationships.

d. Negativity and gossip can cause stress and destroy relationships

Is there a significant difference between employee recognition and employee incentive programs? a. Yes; recognition programs offer prizes for performance to motivate employees. b. Yes; incentive programs publicly express appreciation for the employee. c. Yes; incentive programs are less expensive to operate than recognition programs. d. No; there is no clear line because recognition is often an incentive and may involve rewards.

d. No; there is no clear line because recognition is often an incentive and may involve rewards

How are employees of the month (or quarter, or year) typically determined? a. Nominations are rotated based on longevity so that everyone gets the award eventually. b. Scores are obtained from mystery shoppers or audits. c. Names are pulled out of a hat from self-nomination entries. d. Peers, supervisors, or management may nominate them.

d. Peers, supervisors, or management may nominate them

Which term 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. Warning b. Parole c. Trial d. Probation

d. Probation

What screenings are performed when candidates have reached the finalist stage of the employee selection process? a. Salary or wage negotiations b. Completion of W-2 and other required government forms c. Distribution of the employee handbook and scheduling of orientation d. Reference checks, background checks, and possibly applicant tests

d. Reference checks, background checks, and possibly applicant tests

Customers identified as members of a minority group are seated near a server station. The server complains that members of this group are poor tippers. This belief is referred to as: a. Worldview b. Upbringing c. Streetwise d. Stereotype

d. Stereotype