HFT 2220 (Ch 11-14)

The majority of individuals listen at an effectiveness rate of ____ %

25

Some research indicates that ___ of information is gained through observing nonverbal cues

75%

In relating to communication, which of the following statements is/are true?

An HR manager should develop impeccable written communication abilities in order to represent the organization as an effective practitioner, An HR manager should be able to be effective in authoring less complicated written materials such as letters memoranda, notices incident reports and disciplinary warning documents, & An HR manager should possess solid presentation skills. Formal presentations might include executive proposals, third party testimonies, recognition ceremonies, and seminar presentations. ((All of a, b, & c are true))

In actual practice, the performance appraisal system will be a hybrid of many methods. There are factors (errors) that invalidate the performance appraisal including all of the following, except:

Central tendency error is rating all categories on a single attribute.

The following method of performance appraisal is called___________: A manager takes notes on observations of important activities (incidents) for each employee and establishes a file of work-related behavior document for each worker. It is a powerful tool of performance appraisal. Yet, timing and processing are the problems.

Critical incident method

Please read the following scenario: An individual arranges to meet with the manager. As the individual approaches the manager's office at the appointed time, the manager is on the phone. The manager waves the person into the office without missing any of the phone conversation. The person sits down and waits for the phone conversation to end. Finally, the manager hangs up the phone and addresses the person sitting in the office. As the person begins to speak, the manager shuffles through papers on the desk. This an example of ___________ barrier to effective listening:

Diverted attention

Given the following paired comparison rankings, which employee would receive the highest appraisal in relation to guest service? Ellen is better than Jerome. Jerome is better than Lori. Bart is better than Jerome. Ellen is better than Lori. Ellen is better than Bart. Bart is better than Lori.

Ellen

____________ is relevant to compensation practices. When individuals who believe they are paid less than others performing similar work are likely to lose motivation to perform.

Equity theory

_____________ deals with structuring rewards that hold value relative to the amount of energy expended by the worker to earn the reward. Employees have the expectation that the reward will actually be received by the worker upon achieving the stated goal.

Expectancy theory

Which one of the following statements is false about verbal (face-to-face) communication?

Face-to-face communication lasts for long periods of time and provides future reference materials.

T/F: Abraham Maslow developed a model that depicts unfulfilled wants and needs as motivating factors. According to this Hierarchy of Needs Theory, the five categories of needs are: Self-Actualization, Self-esteem, Existence, Growth, and Relatedness.

False

T/F: In the communication model, the direction of communication throughout the organization's hierarchy (organization chart) is important. Effective communication in a well managed workplace only occurs when the flow of information is in a two-way direction.

False

T/F: Job enlargement involves adding more duties to an existing job. It is an effective motivational job design method.

False

T/F: Job enlargement is the most effective motivational job design method

False

T/F: Leadership and management are two identical concepts at workplace.

False

T/F: Memos and bulletin board postings are two examples of informal communications in an organization in hospitality and tourism industry.

False

T/F: Negative reinforcement is a form of punishment.

False

T/F: Over the years, many researchers have developed theories concerning motivation of individuals and groups of people. There are two major categories. The theories that describe the "whys" of human motivation are referred to as process theories while theories that explain "how" to motivate people are considered to be content theories.

False

T/F: The communication model depicts the process of communication at work. The process starts with the sender developing ideas, decoding ideas, placing them in a medium, sending them for encoding, and then watching or listening for feedback from the receiver.

False

T/F: The formal appraisal process is usually mandatory. Good managers consider the appraisal process to be a perfunctory process that is not worth their time, effort and expense. (Note: Perfunctory = Acting with little interest or care; Done routinely)

False

T/F: The least important communication skill is active listening.

False

T/F: The performance management process starts with the criteria that prioritize the importance of each job function by listing the procedures to meet each standard.

False

T/F: There are various formal performance appraisal methods. The most popular is the Comparative Method, which includes graphic rating scales and checklist method.

False

T/F: Two-Factor Theory of Motivation was first introduced by B.F. Skinner. According to him, there is a satisfactory factor and a hygiene factor in motivation.

False

___________________error/effect on the performance appraisal is rating all categories on a single positive or negative attribute.

Halo/horn effect

HRIS stands for __________.

Human Resource Information System

_____________ is a form of communication provided by a digitized system of interfaces that converts data (facts) into useable information.

Human Resource Information System

The most important part of a formal review is the interview. It should be done:

In a private setting, be a two-way dialogue, & only occur after the person being reviewed has had sufficient time to read the completed appraisal document ((All of a, b, c above are true ))

____________ is a powerful motivational tool that generates a sense of "total buy-in,' "ownership," and "empowerment "on the part of each worker.

Management by objectives

There are various factors/errors/effects will invalidate on performance appraisal. ________________ occurs when personal issues cloud the objective criteria of the review.

Rater bias error/effect

Which one of the following statements is false about nonverbal communication?

Some research indicates that 5 percent of information is gained through observing nonverbal cues.

Which one of the following performance appraisal models is conducted by collecting information from subordinates, supervisors, and peers (sometimes, from customers) participating in the appraisal process?

The 360-degree model

For the understanding of leadership, three interdependent factors must be considered, except:

The perspectives of consumers

Planning the response is a common barrier to effective listening. Strategy(ies) that could help to overcome this type of barrier is/are:

The speaker should reiterate the message until the listener indicates that it has been heard by responding appropriately & The speaker should permit the intended listener to talk first. ((Only a & b are true))

________________________ seem to be those who possess the ability to influence others to accomplish task through highly developed interpersonal relations skills.

Transactional leaders

T/F: "Corporate intranet" replicates the Internet by providing search engine capabilities within an organization to assist users (members of the organization) in finding and entering information.

True

T/F: A number of studies have been conducted to identify characteristic and response theories to explain leadership. Trait theories cite personal characteristics which help organizations determine to what extent leaders will gravitate toward transactional versus transformational leadership styles.

True

T/F: At times, the grapevine may be a source of accurate information that travels faster than the flow of information in the formal communications process.

True

T/F: Behavioral approaches of performance appraisal methods focus on specific job behaviors that are pre-defined by some document. One approach is the Behaviorally Anchored Rating Scale (BARS) method that uses concrete descriptions of expected behaviors in a checklist format.

True

T/F: Communication may be defined as the sharing and understanding of information among individuals. Due to the individuality of people, the process of engaging in effective communication is really quite complex. Individuality impacts personal perception.

True

T/F: In actual practice, leaders need to possess and employ the ability to communicate in terms identifiable with followers' cultural systems. This activity might be viewed as the ability of the leader to empathetically communicate with followers through an innate understanding of the internal value systems of individuals and groups.

True

T/F: Job enrichment adds autonomy, responsibility, and authority to a job. It is a motivational job design method.

True

T/F: Leadership in the field of management is the power of influence that creates a willingness to accomplish the objectives of the organization.

True

T/F: Managers have a tendency to avoid confrontation with employees. For this reason, some managers seem to prefer placing messages in written format as opposed to engaging in verbal interaction. In many instances, putting messages into writing may be less constructive than face-to-face interaction.

True

T/F: Performance appraisal is a multi-disciplinary approach to people management. One aspect is from daily observation and communication through coaching, mentoring, and disciplinary warnings.

True

T/F: The Internet is commonly used for employment purposes to include job postings, applications and other recruitment and selection processes.

True

T/F: The grapevine is often labeled as the "rumor mill" or the "word on the street". The grapevine is an important source of information concerning the attitudes and morale of workers in an organization.

True

T/F: The human resource office is responsible for communicating the policy and procedures for formal performance appraisal activities within the organization. To ensure fairness, uniformity and consistency, formal appraisals should require multi-level review and approval and include the approval of the human resource director.

True

T/F: Transformational Leaders refer to those who pursue paths of personal growth for themselves and their followers are practicing the highest level of interaction.

True

The purpose(s) of a performance appraisal is/are to:

provide feedback to employees about their performance, take actions to facilitate improvement, & provide recognition of successful performance levels by giving rewards. ((All of a, b, & c are true))