Supervision question for state exam
What is the most practical control of the inspector over the contractor when the inspector is not satisfied with the quality of work?
Discuss withholding payment on that part of the work that is unsatisfactory
What should you do if there is a rumor about you leaving the government service?
Inform the staff that the rumor is untrue.
How should changes in the code be communicated to a group of inspectors?
Inform them and explain implementation.
What is the least useful step in carrying out an assignment with an overwhelmed staff?
Informing the staff that management is dissatisfied.
What should a supervisor do if they suspect an inspector is abusing sick leave?
Interview the inspector to find out what's wrong
What should you do if an inspector's report conflicts with the owner of an establishment's account of when the inspection occurred?
Interview the owner before and after the establishment in question.
What should you do if an inspector is consistently finding violations of the code but the owners of the establishments are disputing the findings?
Interview the owners and investigate the establishments to determine the validity of the complaints.
What should you do if an inspector is consistently finding violations of the code?
Investigate the establishments being inspected to determine if there are underlying issues.
What should you do if an inspector is consistently finding violations of the code and the owners of the establishments are not disputing the findings, but the violations are not being corrected and the inspector is following proper procedures?
Investigate the establishments to determine why the violations are not being corrected.
What should you do if an inspector is consistently finding violations of the code and the owners of the establishments are not disputing the findings, but the violations are not being corrected and the inspector is not at fault?
Investigate the establishments to determine why the violations are not being corrected.
What is the benefit of job rotation on a planned basis?
It helps to build versatility and maintain interest and enthusiasm in work groups.
What is the importance of maintaining meaningful working relationships in an organization?
It is of great importance.
What is the natural tendency of people towards change?
It is the tendency to resist change.
What is the best way for a new supervising inspector to gain the respect of the assigned employees?
Make informed decisions based on all available information
What is the role of a supervisor in delegation?
Making few decisions and framing orders in broad terms.
What should a supervisor do when there are rumors of layoffs in the department?
inform employees to the best of their knowledge and keep them advised of any new information
When giving instructions to a group of employees, what should a supervisor make certain to do?
specify who is to do what
What should an inspector do to complete a job assignment within the given time limit?
Request assistance
What is the best way to handle a situation where an inspector cannot complete a job within the given time limit?
Request assistance from the supervisor
What should be done if an additional job cannot be completed in the allotted time?
Reschedule and reassign other work.
What do employees expect from their supervisors?
Respect, opportunity to learn and advance, sense of belonging
What is the best way to improve an employee's performance?
Schedule a problem-solving conference with the employee.
What is the most efficient way to minimize the effect of periodic fluctuations in workload?
Schedule for a slow work during busy periods.
What is the best way to secure the cooperation of subordinates in implementing a new system?
Secure their participation and emphasize the absence of threat
What are the 5 things employees want?
Security, opportunity, recognition, inclusion, and expression.
What is the implication for employees who correspond with the public regarding word choice?
Select neutral words to avoid hidden emotional meaning.
What is effective decision making in the supervisory process?
Selecting the course of action with the least unexpected consequences
What is the recommended training method for changing supervisor behavior?
Sensitivity training.
What is the recommended action for an employee who cannot improve their performance?
Separation from the job
What should a supervisor do when there are conflicts between top management and lower-level employees?
Serve as a 2-way spokesman.
What is a position description?
Set of duties and responsibilities for a given position
What should be the length and frequency of training sessions for new, difficult, or lengthy material?
Shorter sessions, greater in number, and spaced at intervals of several days.
What should you do if you notice a competent subordinate doing work incorrectly?
Show them immediately how the work should be done.
What is the best way for a supervisor to maintain good morale among inspectors?
Show willingness to assist in solving problems.
If an employee is responsible to 2 supervisors of equal rank, what principle of good management is not being complied with?
Unity of command
What is participative management theory?
Using little authority as possible and as much as it necessary.
Which of the following is least an organization is directing?
Utility a command
What should be done if an inspector challenges a statement during a conference?
Verify the correctness and advise later.
When is delegation most likely to have taken place?
When the performance of a specified work is interested in the capable person and expected results are mutually understood.
When is it appropriate to transfer an employee to a similar assignment?
When there is a personality conflict with the supervisor.
What is the best supervisory approach for a high morale squad of inspectors?
Work problems out together
What is the best way to handle a difficult situation with a team of inspectors?
Work together to solve problems
What is the best way to handle a difficult situation with a team?
Work together to solve problems
What should you do if your supervisor tells you that you are writing too many emails?
Write to your supervisor only when necessary.
What is the most effective action in gaining acceptance of a study by the agency being studied?
Written procedure with visual presentations and discussions
What are the causes of poor performance?
Wrong tools and adequate direction, lack of supervisory follow up, poor communication, lack of standards of performance, wrong work habits, low morale, and others.
What is the best way to handle a situation where a newly appointed inspector is not performing as well as other employees?
Find out the reason for the poor performance
What should a supervisor do if a newly appointed inspector is performing below the level of other employees?
Find out why the new inspector can't perform as well
What is the best way for a supervisor to give criticism?
Focus on the act instead of the person.
What supervisory method is most likely to train subordinates to give a prompt response to an e-mail in an informal organizational setting?
Follow up each e-mail by a personal query regarding the receiver's reaction to it.
What should you do if an inspector is consistently finding violations of the code and the owners of the establishments are not disputing the findings, but the violations are not being corrected?
Follow up with the establishments to ensure that the violations are corrected.
What should you do if an inspector asks you the reason for your request?
Give the inspector the reason for your request.
What is essential when demonstrating a new and complex procedure to a group of subordinates?
Go slowly and repeat steps
What is the best way to handle a superior giving orders to subordinates without your knowledge?
Discuss with the superior.
What is the effect of assigning difficult tasks?
Better morale than easy tasks.
What should a supervising inspector avoid doing?
Blaming his supervisors for unpleasant orders
What is the role of a supervisor?
Bridge between management and work group
What is the proper action for an assistant supervisor if a director repeatedly fails to carry out orders?
Bring the director up on charges of failing to perform his duties properly.
What is a potential benefit of an appropriate conference failure?
Increase in possessiveness about information is least likely.
How can a new supervising inspector obtain the respect of the assigned employees?
Make decisions after considering all available information
How can a supervisor reduce tension in the workplace?
By maintaining a sense of humor, providing guidance to employees, and making reasonable and timely decisions.
What are the key points a supervisor should keep in mind about discipline?
1. Job discipline is directed by the supervisor. 2. It is more important to correct an employee's fault than to fix blame on it. 3. Employee performance is affected by problems both on and off the job. 4. Sudden or abrupt changes in behavior can be an indication of important employee problems. 5. Problems should be dealt with as soon as possible after they are identified. 6. The attitude of the supervisor may have more to do with solving problems than the techniques of problem solving. 7. Correction of employee behavior should be resorted to only after the supervisor assures that training or counseling will not be helpful. 8. Document disciplinary actions.
What should a supervisor do when an inspector exhibits symptoms of drunkenness for the first time?
Accept the man's explanation, send him home for the day on sick leave, and watch for future symptoms of possible drunken behavior.
What is the benefit of budget planning?
Achieving cost control.
What should a good retaining program cover?
All phases of work.
What is the value of employee training based on realistic simulation?
Allows for practice and decision making without any need for subsequent decision.
How should a supervising inspector respond to an angry building owner's complaint?
Answer quietly
What is the best way to handle a complaint from a member of the public?
Answer quietly and respectfully
What must accompany an effective management delegation of responsibility?
Appropriate authority
What should you do to get a disinterested inspector to participate in a discussion?
Ask the inspector direct questions related to the subject.
What is the best way to point out a missed violation on an inspector's scorecard?
Ask the inspector to review the scorecard.
What is of least importance when designing a questionnaire?
Asking for the respondent's name and address.
What is the least appropriate form of disciplinary action?
Assigning added hours of work each week.
How can a supervisor improve employee motivation?
Assume most employees will exercise self-direction.
What should you do before criticizing an inspector's work performance?
Assure the inspector of your confidence in his ability.
What should you do if your supervisor frequently bypasses you and assigns work directly to your subordinates?
Attempt to determine the reason for the supervisor's action before proceeding further.
What should a direct supervisor do if an employee has difficulty performing a particular proportion of their routine assignments?
Attempt to develop their capacity to execute the problematic facets.
What is the most important criteria of effective report writing?
Be brief and to the point
What are some tips for giving praise to employees?
Be sincere, don't praise for something not done, don't be sparing, recognize good performance in a timely manner.
Why is it generally undesirable for a supervisor to tell a capable subordinate exactly how to do a routine task?
Because a capable subordinate should usually be allowed to exercise their own discretion.
What is a reason for supervisors failing to pass along unrestricted information from top management?
Belief that information affecting procedures will be ignored unless presented to subordinates.
What is an important quality for an inspector to have during inspections?
Careful and observant
What is an important quality for an inspector to have?
Careful and observant during inspections
What is a recommended action for a supervisor to establish an effective working relationship with employees?
Careful planning and scheduling of work.
What is change and how do people react to it?
Change is bringing about something new. People tend to resist change that is imposed upon them by other individuals or circumstances.
What is a public information program based on?
Clear information about public knowledge and opinion.
What happens when the supervisor fails to plan?
Creates an impression of not knowing the job, excessive overtime, missed deadlines, and work left undone.
Which of the following does not describe the function of planning at a senior inspector level of supervision?
Deciding why something should be done
What is the expected outcome of applying sound principles of human relationships by supervisors?
Decrease the need for formal discipline.
What is an example of the exception principle?
Delegating most work to subordinates.
What basic principle is a supervisor making incorrect use of if they are extremely busy performing routine tasks?
Delegation of authority.
What is the main goal of a field training for a recently appointed inspector?
Demonstrate high standards of experience inspectors
What is the least effective response to a man in a squad who avoids difficult tasks?
Denounce the man before the group and ask for evidence
What is the first step in an on-the-job training program for inspectors?
Determine areas needing training.
What is the purpose of a probationary period for new employees?
Determine employee suitability for the position.
What should a supervisor do if they are having difficulty communicating with their subordinates?
Determine the extent and nature of the communication gap.
What is the first step to take when low morale is responsible for low work output?
Determine the reason for the poor state of morale by interviewing supervisors and employees who are directly affected
What best describes duties that are both innovative and creative?
Developing new and better methods of meeting goals.
What should be done with the inspector who makes more inspections?
Devote less time to him.
What is the best way for a supervisor to demonstrate leadership ability?
Devote the majority of their time to supervising subordinates to stimulate continuous improvement.
What is the best way for a supervisor to give orders in an emergency situation?
Direct command
What are the responsibilities of a supervisor?
Directing people and organizing work, planning
What is the most advisable course of action for a supervisor if a subordinate reports another employee's violation of department rules?
Discuss the matter privately with the employee who violated the rules.
What is the recommended course of action when a joint inspection report is submitted without giving credit to a fellow inspector?
Discuss the matter with the fellow inspector and later with the superior to share the credit.
What should you do if an inspector is consistently finding violations of the code and the owners of the establishments are not disputing the findings, but the violations are not being corrected and the establishments are not at fault and the inspector is following proper procedures?
Discuss the matter with the inspector and their supervisor to determine the best course of action.
What should you do if an inspector is consistently finding violations of the code and the owners of the establishments are not disputing the findings, but the violations are not being corrected and the establishments are not at fault?
Discuss the matter with the inspector and their supervisor to determine the best course of action.
What should you do if an inspector is consistently failing to report violations of the code?
Discuss the matter with the inspector and their supervisor.
What should you do if an inspector is consistently finding violations of the code and the owners of the establishments are not disputing the findings, but the violations are not being corrected and the inspector is not following proper procedures?
Discuss the matter with the inspector and their supervisor.
What should you do if an owner complains that an inspector spoke to him disrespectfully?
Discuss the matter with the inspector before submitting your report.
What are the 14 general principles of management?
Division of work, authority and responsibility, discipline, utility of command, utility of direction, subordination of individual interest to general interest, remuneration, personnel centralization, scalar chain, order, equality, stability of tenure of personnel, initiative, and esprit de corps.
Why might employees with identical titles be considered different?
Due to differences in their positions.
Which organization principle is most closely related to procedural analysis and improvement?
Eliminating duplication, overlapping, and complexity
What is the most valid reason for management experts to oppose cash awards for employee suggestions?
Emphasis on individual gain determines cooperative effort.
What should a supervisor consider when assigning positions?
Employee capability.
What statement about employer-employee relations is not corrected by leading mandatory employee unions?
Employee unions are usually a major obstacle to establishing good relations.
What should you do if an inspector is consistently finding violations of the code and the owners of the establishments are not disputing the findings, but the violations are being corrected?
Ensure that the inspector is documenting the corrections correctly.
What should you do if an inspector is consistently finding violations of the code and the owners of the establishments are not disputing the findings?
Ensure that the inspector is following proper procedures and documenting the violations correctly.
What should you do if an inspector is consistently finding violations of the code and the owners of the establishments are not disputing the findings, but the violations are being corrected and documented correctly?
Ensure that the inspector is recognized for their good work.
What is most likely to be the result of poor planning?
Errors or emissions discovered after work is completed.
What is the primary purpose of work measurement?
Establish a yardstick for progress
What is the best way for management to overcome employees' doubts about automated data processing systems?
Establish systems that are objective, impartial, and take into account individual factors as far as possible.
What is the most favorable technique for evaluating work training programs?
Evaluate performance before and after training for both controlled and experimental groups.
What should an inspector remember when dealing with the general public?
Every person is an individual who thinks for themselves
What is the nature of the supervisor-subordinate relationship?
Expectation of obedience and willingness to obey
What are some on-the-job causes of employee problems?
Favoritism, overtime, supervision, changing methods, stealing ideas, lack of interest, threat of job loss, poor communication, poor equipment, shift assignments.
How can misunderstandings be avoided when preparing correspondence or reports?
Have someone other than the writer read the material for clarity.
What should a supervisor do when a written complaint is received against an inspector?
Have the complaint investigated by someone disinterested in the outcome.
What is the best way to ensure that a new inspector has understood a specific departmental operation?
Have the inspector explain the operation in their own words
What is the best way to determine if a new inspector has understood a specific departmental operation?
Have the man explain the operation in his own words back to you
What is the best way to train a new man who is to do the inspection work in the absence of a formal training program for inspectors?
Have the new man accompany an inspector or inspector does his work so that he can learn by observing
What is not an appropriate technique for leadership development?
Having the leader rate themselves on an evaluation form.
What are some off-the-job causes of employee problems?
Health, finance, housing, family.
What is a supervisor?
Highest level employee and lowest level manager
What is the best way to use informational material during a talk?
Hold it until the end and offer an exam.
What are the common problems in supervision?
Human relations/people problems
What is the first step in planning and operation?
Identifying the goal to be achieved.
What is a procedure that is least likely to establish an effective working relationship between employees and supervisors?
Ignoring employee complaints about job difficulties.
Why is centralizing problem-solving authority at the top of the organization unwise?
It produces delays in providing maximum service to the public.
What is the benefit of cross-training job rotation?
It provides backup skills.
What is the best way to formalize an organization structure?
Job description with organizational charts
How can a supervisor reduce the spread of false rumors?
Keep subordinates informed
What is the best way for a supervisor to keep a subordinate productive over an extended period of time?
Keep the subordinate informed of the degree of satisfaction with which his performance of the job is reviewed by management.
What is the most important way to maintain or develop high morale in subordinates?
Keep them informed of new developments and policies of higher management.
What is a recommended action for a supervisor to establish an effective working relationship with developmental supervisors?
Keep them informed of problems and steps taken to correct them.
What is an example of an auxiliary or staff function in an agency for protecting the public against fraudulent business practices?
Keeping records and statistics.
What are some methods for developing confidence in employees?
Know their interests, admit your own inconsistencies, support them in trouble, delegate well, be frank, encourage communication, take action on problems.
What is the most attitudinal barrier to utilizing women in higher level positions?
Lack of self-confidence on the part of some women.
What is the disadvantage of a training program that has wide latitude in deciding what is to be learned?
Lack of structure.
What is the best course of action for a supervisor who dislikes a new inspector?
Make a special effort to be fair to the new inspector.
What is the most valid implication of the statement 'don't be afraid to make mistakes' for an effective supervisor?
Mistakes should not be encouraged but they are some unavoidable risks in decision making.
What are the principles of learning?
Motivation, demonstration and explanation, and practice.
Should the use of electronic data processing be decided upon without careful feasible studies?
No
Do all employees want praise?
No, some don't want praise.
What should an effective orientation program for new employees include?
Not testing the new worker on their skills.
What is a desirable characteristic of a good supervisor when making promises to subordinates?
Only make promises when sure of the ability to keep them.
What control device would be least useful for a supervisor to obtain information about their staff's achievement of planned goals?
Organization charts.
How can a supervisor learn about the background of subordinates?
Personal contact and inspection of personal records
What principle should a supervisor recognize when training subordinates?
Persons undergoing the same course of training will learn at different rates of speed.
What should a supervisor do when an inspector asks questions about their job?
Plan time to assist in their promotional aspirations.
What are the 5 important processes of management?
Planning, organizing, scheduling, controlling, and motivating.
What are the 4 major steps of on-the-job instruction?
Prepare the worker, present the operation, try out performance, and follow up.
What is an important characteristic of a good supervisor?
Problem-solving ability
What is an important quality for a supervisor to have?
Problem-solving ability
What should be done if an inexperienced inspector is given a difficult assignment with no specific instructions?
Provide guidance.
What is the issue with the inspector who makes more inspections?
Quality of inspections not satisfactory.
What is one way to learn about the views of the public?
Questionnaires.
What is the best way to establish a favorable working atmosphere when newly assigned to a squad of inspectors?
Recognize and accept ideas submitted by members of your squad
What is the major objective of operational audits?
Recommend opportunities for improving operating and management practices
What is the most appropriate action for a supervisor to take if an employee willfully and recklessly violates an important agency's regulation?
Recommend that the employee be suspended.
What is a useful technique for appraising work performance?
Recording and contextual bias of all significant incidents.
What should you do if an inspector keeps hogging the discussion during a conference?
Redirect the discussion by direct questioning of another staff member.
As a licensed pharmacist, what should you do when asked to work part-time for a drugstore owner after investigating an anonymous complaint against the store?
Refuse the offer due to potential conflict of interest.
What should you tell an inspector who complains about being assigned clerical duties?
Report for duty in accordance with instructions.
What is the best course of action if an inspector finds violations of the code during an inspection?
Report the violations in your inspection report.
What should a supervisor do if an employee's absence or lateness is nearing excessiveness?
Speak with the employee to find out the problem and notify them that their behavior is being observed and evaluated.
What is an advantage of a supervisor giving detailed instructions to an inspector?
Standardize operations.
What should you do if you find violations of code that a usually satisfactory inspector failed to report?
State that the premises did not comply with some provisions of the code.
What do management rights refer to in labor relations?
Subjects considered non-negotiable by management.
What practice would a supervisor who uses persuasion as a means for supervising a unit generally use?
Supervise everyday operations while being mindful of the problems of subordinates.
What is not usually a need which gives rise to work simplification program and government?
The need to provide additional employment in times of recession
Which supervisor is most likely to be successful?
The one who represents the desires of his subordinates to his superiors.
What is the chief reason for problem-solving efficiency being optimal at a moderate level of motivation?
The problem solver must feel the need to solve the problem but not so urgent as to direct all of his attention to the need or non to the means of the solution.
What is the argument in favor of using regular staff?
They are more knowledgeable about operations and problems.
What should a supervisor do to adjust to changes and new situations?
They must adjust to changes and procedures, new methods, technology changes, and new and sometimes challenging situations.
What is the purpose of a feasibility study?
To determine if a project is viable and worthwhile
What is the purpose of a cost-benefit analysis?
To determine if the benefits of a project outweigh the costs
What is the purpose of work sampling?
To determine the proportion of time spent on different tasks
What is the importance of disciplining?
To discipline on the basis of facts rather than personal feelings.
What is the purpose of performance reports in an emergency program?
To ensure work assignment meets program objectives and identify problems for prompt resolution.
What is the purpose of a performance appraisal?
To evaluate an employee's job performance
What is the obligation of a supervisor towards individuals in an organization?
To help individuals develop to their fullest potential.
Why should a supervisor assign employees to specific positions?
To match employees' capabilities.
Why is in-service training important for supervisors?
To maximize department effectiveness.
What is the purpose of a job description?
To outline the duties and responsibilities of a position
Why is it important to keep the position description up to date?
To provide each employee with their own copy
What is the purpose of a procedures manual?
To provide instructions for tasks and processes
What is the purpose of an organizational chart?
To show the structure and hierarchy of an organization
Is continuous maintenance work necessary after a procedures manual has been written and distributed?
Yes
Are the same principles of supervision applicable to men and women?
Yes.
What is the first action a supervisor should take when an employee is consistently late from their break?
ask the employee for an explanation
What is least likely to be affected by improvements in personnel morale?
employee skill
What is the least effective action for the growth and development of an employee with leadership potential?
give detailed instructions and supervise closely
What is the best immediate course of action when two subordinates almost engage in a fistfight?
hear stories from both employees and witnesses and take needed action
What is the most advisable course of action for a supervisor when a fistfight develops between two employees?
order them to stop
When is it least appropriate for supervisors to delegate authority to subordinates?
referring all disciplinary problems to subordinates
What is achieved by structured relationships between supervisors and their reports?
unity of command
