Management FS BRD

21.As a dietitian in private practice, you are evaluating your current fee schedule to determine if an adjustment is needed for the upcoming year. Many factors need to be considered before a decision is made. Which approach is considered illegal? a. find out what Medicare pays and charge 10% more b. calculate increases in expenses and adjust fees to maintain current profit c. call other private practice dietitians and ask what they are charging d. increase the fees for service that require more expertise and training

21)Answer= C - Rationale: It is illegal to call and set your prices according to competitors. That is considered price fixing. Fee schedule must be determined on your own based on business practices and what the market will bear.

56.Systems Management is almost synonymous with Total Quality Management. A key component to this approach includes: a. reengineering to improve business process b. continuing to get a little better over time c. improvement through empowering employees d. assess the best in the field and apply lessons to help your business

56)Answer= C - Rationale: TQM empowers employees. Re-engineering gained popularity in the 1990's; it will improve business processes for years to come. Continuing to get better overtime is Continuous Quality Improvement. Assessing the best in the field refers to Bench marking.

2. PDCA which stands for Plan-Do-Check-Act is a cycle model used in: a. Coordinating process improvement efforts b. Employee disciplinary procedures c. Joint Commission compliance d. Patient education for blood sugar self-monitoring

Answer =A - Rationale: PDCA is a tool used in Process Improvement. The model was developed by Walter Shewhart while working for Bell Laboratories, it gained national recognition through the work of W. Edwards Deming.

46.You dream of opening your own private practice. The first steps to take are: a. write a mission statement and assess the market b. write a financial plan and seek investors c. market your ideas to MDs and assess the acceptance d. assess the market and rent office space

Answer= A - Rationale: A successful business plan must first have a clear picture of "Why are we in business? Why are we here?" Writing a mission statement serves that purpose. Next analyze the market to determine if the services/products you want to provide are desired and have a potential for profit.

39.An employee who was normally very friendly and interested in the organization's softball league is now keeping to himself and is concerned about the decreasing census of the acute care beds. What could cause this change? a. safety needs are now dominate instead of belonging and acceptance b. he is having trouble in his marriage c. he is more materialistic d. he is dissatisfied with his job and responsibilities

Answer= A - Rationale: According to Maslow, dominant needs have greater influence over other needs. Lower level needs must be satisfied, or partially satisfied, in order for the higher level needs to be a motivator. In the case above, the motivational factors were social, but due to changes in circumstances they are now on a lower level of safety.

23.The newest generation to enter the workplace is more technological than previous generations. They prefer to email and text rather than spend time in meetings that are frequently viewed as boring or a waste of time. However, written communications do have drawbacks when compared to oral communication because: a. it inhibits feedback b. it provides a permanent record of the exchange c. it provides a consistent message to all parties d. it is not always delivered

Answer= A - Rationale: Common problems with written communications are proliferation of paper work, excessive red tape, and inhibition of feedback and interchange.

54.Clinical outcomes data documentation is needed to provide: a. validation of cost effectiveness of nutritional services b. justification of labor hours in clinical services c. justification that will elevate the profession of dietetics d. compliance with the American Dietetic Association directives

Answer= A - Rationale: Documenting cost effectiveness of clinical services will pave the way for reimbursement of services, this in turn will elevate the profession and justify positions.

29.The American with Disabilities Act does not provide civil rights protection for people with: a. drug addiction b. learning disabilities c. mental illness d. rumored to have AIDS

Answer= A - Rationale: In order to be protected a person with a drug addiction must be recovered or recovering.

45.In writing a PERT chart the manager must estimate: a. the amount of time needed to complete each individual activity b. all costs associated with the project c. labor impact if delays occur d. degree of acceptance by the consumer

Answer= A - Rationale: PERT is used to estimate the length for projects when completion time is uncertain. Three scenarios are considered. Shortest time possible if everything runs smoothly, realistic time frame because some delays are likely, and a pessimistic time if many things go wrong.

52.An employee is upset about the posted work schedule and comes to you for advice. Their manager promised them they could work the morning shift, but now they are scheduled the afternoon shift because a single mother had daycare conflicts and the young mother can only work morning. You recommend: a. file a grievance b. find an employee willing to trade shifts c. contact local news station that features a problem-solving segment d. contact EEOC, this is clearly discrimination.

Answer= A - Rationale: The grievance process is available when employees feel they have been treated unfairly

44.A customer complains that the food is cold. The waitperson corrects the immediate problem and provides the customer with a gift certificate for a future meal "on the house." The waitperson is: a. empowered under TQM to make decisions b. following basic customer service standards c. trying to get a big tip d. in trouble with the restaurant manager

Answer= A - Rationale: This is an example of total quality management in action. The more traditional approach would be to reheat the food. In this case the waitperson made a decision that no doubt impressed the customer. TQM management must emphasize problem identification and decision-making.

40.During orientation a co-worker tells you your new boss is a transformational leader. What would you expect? a. Encouragement to accept the group mission b. A bargaining relationship c. Emotional intelligence d. An interest in providing meaningful work

Answer= A - Rationale: Transformational leaders inspire followers to become motivated to work toward organizational goals rather than personal goals. (Bass)

57.Individual managers must have a style that is consistent with the culture and structure of the organization. Autocratic managers would be most successful in: a. government agencies b. research and development c. free market enterprises d. self-employment business

Answer= A Rationale: Autocratic managers are most successful in multilayered organizations that rely heavily on rules and regulations.

9. Using the principles of motion economy, a work area design should: a. Have materials and tools in a fixed location b. Allow each employee to design their own space c. Allow staff to choose standing or sitting position for work d. Include soothing music

Answer= A- Rationale: To be more efficient with motion, tools and materials should be in a fixed location and propositioned for easy pick up.

62.A taste panel of employees is set up to evaluate new menu items. Useful data is best obtained using: a. hedonic scale b. analytical sensory test c. discrimination sensory test d. objective test

Answer= A-Rationale: Hedonic scale is a ranking from extremely like to extremely dislike. It is simple and easy to use in obtaining people's opinions. B requires a specially trained person, C is used to compare the same product which has ingredients altered, D is using laboratory equipment not opinions.

66.Many institutions have a changing model for their healthcare services creating polarizing expectations and influencing resource allocations and productivity. An example of this process is: a. increasing business units and maintain current labor b. switch to hotel style room service c. focus on overall health improvement for patients d. serve local produce and increase staffing

Answer= A-Rationale: Polarities are independent yet potentially polar opposite pairs of values that Must be simultaneously ,managed to achieve the most positive outcome. B. is a current trend but it has no opposite here. C. is a goal of many organizations but it also has no opposite. D. Serve local produce and increase staff to assume the increased preparation would not be as polarizing as increasing business units with the current staff.

36.Your work group has low productivity, poor attitude, dislikes the supervisor, and complains about the pay scales. Possible interventions that would improve productivity are: a. increasing the pay and providing free meals b. changing personnel policies and supervision c. increasing pay and allowing employees to vent their frustrations d. enforce current discipline procedures for substandard work

Answer= B - Rationale: Behaviors listed are associated with environmental and physical factors on the job that can affect fatigue. These situations can often be improved through changes in personnel policies and administration.

Communication skill is one of the most important skills to determine success of a manager. People like to feel "in the loop" and important, so you must share important information in a timely fashion. Effective communication can be achieved by: a. keeping the bulletin board up-to-date with relevant information only b. listen, response in clear language, ask the person to tell you in their own words what you said c. have monthly staff meetings and allow people to ask questions d. attach announcements to payroll checks, that way everyone is sure to see them

Answer= B - Rationale: Communication to be successful must be understood, therefore feedback is necessary to determine understanding.

4. Interviewing or surveying customers to determine if quality expectations have been met is a management tool used to measure: a. Efficiency b. Effectiveness c. Appropriateness d. Adequacy

Answer= B - Rationale: Effectiveness is selecting the right things to accomplish the goals, if customers are satisfied we have been effective. Efficiency reflects utilization of resources, appropriate is adaptation and adequate is correct amount.

33.First line managers must have which managerial skill? a. conceptual b. technical c. long-range planning d. strategic planning

Answer= B - Rationale: First-line managers must be well-versed on technical operations, or the "how to." Top levels of management deal with conceptual skills, or the ability to view the overall organization in relation to its environment. As managers move up in the organization, they must develop skills for conceptual/long-range planning.

50.During an annual performance appraisal a cook is very surprised at the number of work related problems that the manager identified. She has never had a poor evaluation before. What is the most likely cause? a. previous managers practiced leniency b. the manager has not done a good job communicating with the employee c. discrimination on the part of the manager towards this cook d. job descriptions have not been updated

Answer= B - Rationale: Good communication throughout the year, both positive and problem identification, will avoid surprises at the annual appraisal..

6. Select the correct order for the hierarchy of plans a. Policies, goals, procedures, methods b. Objectives, policies, procedures, methods c. Goals, methods, procedures, policies d. Objective, goals, policies, procedures

Answer= B - Rationale: Initial plans are the goals or objectives, they set the direction for managerial planning. Policies are guidelines for action. Procedures and methods define the steps for implementation.

10.TQM helps an organization focus on customers by working to satisfy their needs and expectations. Customers are classified as internal and external. An internal customer is: a. Employees b. Employees and suppliers c. Customers who enter your place of business d. Anyone who purchases your product or service

Answer= B - Rationale: Internal customers are affected by the product and belong to the organization that produces it. Suppliers are considered internal because if additional suppliers are added, existing suppliers will see a decrease in sales.

24.Compensation for a job is impacted by: a. how difficult the job is to perform b. relative worth or job ranking c. how much education a person has d. an employee's ability to get along with others

Answer= B - Rationale: Job ranking classifies jobs according to their complexities. The more complex the job is, the higher the compensation is. The accuracy of this is dependent on the skill and knowledge of the ranker. Job duties and specifications are necessary to communicate information to the ranker.

49.Which organization provides general oversight to ensure that health care systems meet minimum standards: a. HCFA b. Joint Commission c. FDA d. Medicare

Answer= B - Rationale: Joint Commission on Accreditation of Healthcare Organizations provides general oversight and establishes quality standards.

18. Group decision making has many positive aspects. From the following selections pick the negative aspect.: a. The group possesses a much wider range of alternatives b. Groups have a tendency to accept the first potentially positive solution c. Participation in the process increases acceptance of the decision d. The sum total of the group's knowledge is greater

Answer= B - Rationale: Negative aspects to group decisions include: 1. One individual may dominate the group, 2. Social Pressures to conform can inhibit members. 3. Competition can develop to such an extent that winning becomes more important than the issue, 4. Groups have a tendency to accept the first positive solution.

53.Cafeteria sales have shown a gradual decline over the last 6 months. The manager decides to do a little market research to identify what the customers want and need. The first step is: a. identify the target market b. identify what information is needed c. collect data d. develop a marketing mix

Answer= B - Rationale: Steps in market research are 1) Identify what information is needed, 2) Collect data, 3) Evaluate data to identify target markets, 4) Develop marketing mix that meets needs, wants and demands of those consumers.

15.At the hospital where you are the Clinical Manager, the RDN's write the performance appraisals for the DTR's. In reviewing the records, you notice all evaluations to be similar and performance is rated average or above. You suspect which of the following: a. leniency b. central tendency c. recency d. halo effect

Answer= B - Rationale: The common errors listed above have been identified in performance appraisals. The correct answer to the question is central tendency. Leniency is ratings at the high end of the scale instead of spreading them out. Recency occurs when evaluations consider the last few months instead of the entire evaluation period. Halo effect is when a manager allows a single prominent characteristic to influence their judgment in each area of the performance appraisal.

38.As a department director with managers reporting to you, you are responsible for: a. goals and objectives b. policies c. procedures and methods d. directing the department

Answer= B - Rationale: Top management establishes goals and objectives, middle management (department heads) establishes policies, and first-line managers establish procedures and methods. Directing the department refers to the day-to-day operations which are the responsibility of first-line managers.

34.The development of management principles designed to meet the needs of employees utilizing compensation packages, retirement accounts, internal promotions, and opportunities for socialization is credited to: a. Mayo b. Maslow c. Fayol d. Follett

Answer= B - Rationale: Understanding Maslow's hierarchy of needs has lead business organizations to design programs to meet employee needs and thereby meeting the needs of the organization.

30.In a unionized organization, the manager can give raises and promotions based on: a. performance appraisals b. the contract c. his/her own discretion d. administrative decisions

Answer= B - Rationale: Unions are challenging the ability of managers to direct and control human resource management functions. Who is selected for promotions, training programs and pay rates is determined by union negotiations.

8. A statement which expresses in broad terms where the company wants to be in the future. It is based on the company's values and identifies its purpose: a. Mission statement b. Vision statement c. Strategic statement d. Goals

Answer= B - Rationale: Vision Statement is broad in nature and expresses where the company wants to be in the future.

25.Wage mix is: a. an analysis of all wages paid in an organization b. a combination of internal and external factors that establish wage rates c. a process of paying some people less money so others can get more d. using hourly pay plus bonuses and incentives to total actual compensation

Answer= B - Rationale: Wage mix uses internal (worth of the job, employees' relative worth, ability to pay) and external factors (labor market, area wage rates cost of living, government influence) to establish the rates at which employees are paid.

26.Burnout is often a factor in turnover. Research shows the highest degree of burnout is caused by______? a. acute crisis b. chronic stress c. techno-stress d. physical working conditions

Answer= B- Rationale: Burnout occurs when work is no longer meaningful to a person. Research shows chronic stress and prolonged personal contact tend to bring on heightened degree of burnout.

Answer= C - Rationale: A. is a question related to experience, B is a behavioral question related to problem solving, C. is a behavioral question related to diligence, D. is a behavioral question relating to prioritizing.

Answer= B- Rationale: This step initiates what is commonly called a SWOT analysis-strengths weakness, opportunities, and threats.

61.As a catering manager you will work closely with the bride and groom to plan the menu, decorations, and service for their reception for 275 people. A management tool useful for planning and scheduling this large event would be: a. time and activity schedule b. PERT c. task delineation chart d. job specification

Answer= B-Rationale: A PERT chart is widely used in controlling large projects with complex functions.

76. There has been an increase in tray line errors causing more food to be delivered to patient rooms. This is causing stress in the staff and an increase in food cost. The manger has considered tracking tray line errors. No errors will give employees working the line a point. Twenty points will be rewarded with a $20 gift card. This reward system follows which theory: a. Maslow's esteem b. Expectancy Theory c. Reinforcement Theory d. Hertz-berg's Theory

Answer= B-Rationale: Expectancy Theory is increased effort will lead to increased performance, which leads to increased rewards. Reinforcement Theory deals with the consequences of past behavior. Maslow and Hertz-berg do not deal with rewards.

70. If a company fills open positions above entry level through promotions and transfers this will positively impact: a. Morale because people like to make more money b. The bottom line because it is usually less expensive c. Diversity because entry level employees will become supervisors d. Productivity because employees know how to do more than one job

Answer= B-Rationale: Promotion within the organization can improve morale if promotions are perceived as equitable, protect employees from layoffs, broadens employees work experiences, present employees are used to their fullest extent, it is less expensive then hiring outside the company, they require less training.

35.As a manager in a foodservice operation that satellites food to five locations, your span of control is decreased due to a. the advanced technology used in satellite systems b. the dispersion of workers c. the decreased labor force d. the time needed to transport products

Answer= B-Rationale: Span of control refers to the number of workers a manager can effectively supervise. If workers are located in several different locations span of control decreases because the manager does not see them. Span of control increases when workers are well-trained and able to function with little assistance or supervision.

59.The first step in the decision-making process is to: a. monitor so problems causing poor service can be identified b. determine when there is a difference between what is and what should be c. stay current in research so new technologies can be introduced d. know the decision making criteria

Answer= B-Rationale: The first step in the process is problem identification. Problems do not always have negative outcomes, so A is not correct. Example: Problem with excess money near the end of the fiscal year and decisions need to be made on how it is to be spent.

48.You have been in private practice for several years specializing in weight loss management for the morbidly obese. You are a part of a network that includes multiple disciplines to support your client's needs. You are well known in the community for your success rate. You are approached by a pharmaceutical company wanting you to utilize and recommend their new over-the-counter weight loss supplement. How should you respond to this solicitation? a. Refer the sales representative to the network physician because this product is a drug b. Listen to the sales pitch and file the information c. Review the research and present the information, with the risk-benefits to your clients as you feel it is appropriate. d. Ask the sales representative for possible incentives you might receive for recommending this product to clients

Answer= C - Rationale: A dietetic practitioner can endorse a product as long as the endorsement is not false or misleading.

47. A newly hired RDN comes to you for advise over a recent altercation with law enforcement. If convicted what are the consequences? a. Inform them that some places may not hire if the conviction is a felony, but no need to worry since she has been hired already b. No need to be concerned as long as the issue is not job related or a felony c. Could lose their credentials if the issue is related to essential honesty d. Felony or misdemeanor conviction means they cannot work in healthcare

Answer= C - Rationale: A dietetics practitioner must not be convicted of a crime, whether felony or misdemeanor, an essential element of which is dishonesty.

68. A decision matrix for hiring a diet office supervisor would have 3 columns: Behavioral question, Qualifications and Scoring guidelines. Which behavioral question would be associated with diligence? a. How many years of supervisory experience do you have? b. Give me an example when you solved a tough problem? c. Tell me about a time you had to do a job that was uninteresting. How did you deal with it? d. Think of a day when you had plenty to do. How did you schedule your time?

Answer= C - Rationale: A. is a question related to experience, B is a behavioral question related to problem solving, C. is a behavioral question related to diligence, D. is a behavioral question relating to prioritizing.

3. Why is quality assurance less effective than continuous quality improvement to provide a service product? a. QA is not less effective, both are beneficial to an organization b. CQI is easier to manage therefore gives better outcomes c. QA strives to maintain quality, while CQI looks for improved quality d. CQI is recommended by JCAHO

Answer= C - Rationale: Definition of Quality Assurance is a procedure that defines and ensures maintenance of standards. Continuous Quality Improvement strives to improve continuously all organizational processes. Therefore CQI will improve products and/or services.

22.More and more dietitians are going into private practice. This can be a very rewarding and satisfying experience for those who are well prepared and equipped for the challenges. The key factor to success: a. marketing for new business to correct market segment b. professional knowledge and an advanced degree c. building relationships with other professionals and your customers d. adequate financing to sustain you for at least 6 months until the new business begins to make a profit

Answer= C - Rationale: Marketing and expertise will get customers in the door. They do not return or refer friends and colleagues when the service is an encounter instead of a relationship. Counseling and interventions are more effective when there is a relationship, therefore your clients see success .

51.You overhear a stereotypical racial joke in the employee breakroom with several people laughing. What should you do? a. nothing, it was on employees' break time so the manager should not interrupt their personal time. b. try to see who is in the break room to make sure no one was offended if not ignore the joke. c. confront the stereotyping, let employees know this will not be tolerated. d. write a new policy and in-service the staff.

Answer= C - Rationale: Regardless of how unpopular it may be, confront stereotyping and point out that the accuser is describing behavior in which everyone engages in to some extent.

28.The Equal Employment Opportunity Commission (EEOC) has declared sexual harassment to be a form of sex discrimination; therefore, it is in violation of the: a. Fair Labor Standards Act b. Equal Pay Act c. Civil Rights Act d. Equal Employment Opportunity Act

Answer= C - Rationale: The Supreme Court has ruled that sexual harassment is a violation of the 1964 Civil Rights Act.

32.Some of the hospital's employees have been contacted by union organizers. There is "union talk" during breaks at work and an informational meeting will be held at an off-site location. As a manager you can: a. attend union meetings b. offer to explain labor relations laws c. not interfere in any way d. display newspaper articles relating to union activities

Answer= C - Rationale: The point of the NLRA is to prohibit interference in the employees' rights to act together for mutual aid or protection.

11.A graphic representation of all the elements in a process and the sequence in which they take place is: a. PERT chart b. Time and activity schedule c. Flow chart d. Control chart

Answer= C - Rationale: This is the definition of a flow chart. A T&A schedule is not graphic, but written in detail. A PERT chart shows the relationship between time and activity in scheduling a complicated project. Control charts are a graphic representation of performance used to help identify problems.

65. Employees that show up for work each day can increase productivity according to the CDC. The CDC recommends: a. safety training for all new hires b. benchmarking c. employee wellness programs d. productivity ratios

Answer= C -Rationale: The CDC contends that healthier employees are more likely to be more productive. and encourage work place wellness programs. They argue that the cost of the programs is offset by the cost of absenteeism, including overtime and replacement training.

71. You have hired a chef and now discover they misrepresented their years of experience on the application. What do you do? a. The application is a legal document and lying is an automatic dismissal b. The application can be compared to the resume to see if it was an honest mistake c. The application is a legal document and lying or misrepresenting information may be grounds for termination d. They are excellent at their job so you do nothing

Answer= C- Rationale: Lying or misrepresenting information on an application may be grounds for termination.

4.You have hired a new cook who will work the PM shift. They have previous experience in a similar setting. The best way to provide training is: a. Since they are experienced allow them to work a position to see how much they know b. Provide them with the instruction manuals for equipment they have not operated before. c. Schedule them work side by side with other staff cooks on the AM and PM shifts d. Schedule them with a PM cook to observe the job tasks

Answer= C- Rationale: Training is most effective if the employee is actually doing the job while learning at the same time. In job rotation, employees are assigned to work on a series of jobs over a period of time, thereby permitting them to learn a variety of skills and understanding of the entire operation.

58.The WIC clinic is to provide food vouchers and education to qualified women, infants and children. Outcome measure for appropriateness of services could be: a. clients actually use the education and food vouchers to improve nutritional status b. 1000 clients are served with a staff of eight while a nearby clinic served 780 with a staff of eight c. services were individualized, providing vouchers for food to lactating mothers and vouchers for formula to families with bottle-fed babies d. all clients who qualified were provided with services.

Answer= C-Rationale: A is an outcome of effective, doing the right thing. B is a measure of efficiency, best relative to resources. D is a measure of adequacy, the correct amount was done. Appropriate is a measure is the ability to adapt to the environment.

55.A small town pizza parlor is offering additional items as a nightly special. What is their best mode of promotion? a. Local paper b. Sign in front of the restaurant c. Social media d. Radio spot

Answer= C-Rationale: Social networking sites and phone apps are providing managers an effective way to reach current and potential customers.

73. Your hospital requires a medical examination for all new employees. When hiring: a. After the initial interview, if candidate is interested in the job, schedule the examination b. Schedule the examination at the end of orientation c. Make the job offer, then schedule the examination d. The Americans with Disabilities Act made medical examinations illegal

Answer= C-Rationale: The Americans with Disabilities Act stipulates that medical examinations must be directly relevant to the job and cannot be performed until after an employment offer has been given.

60.Keys to effective leadership would include: a. strictly monitoring subordinates behavior b. being perceived as an expert c. able to simplify tasks d. not tolerating dissent

Answer= C-Rationale: Trusting subordinates is important, the leader does not need to be an expert but they must be willing to listen to the experts, dissent should be encouraged for this is how positive ideas can be developed. Correct answer is c. An effective leader will simplify tasks by using technology or by increasing the accuracy of people.

72. Your CEO would like you to hire their 15-year old child to work part time in the kitchen. You: a. Respectfully refuse because an employee must be 18 b. Refuse because a 15-year old is not allowed cook, bake or put away stock; therefore, you do not have any job duties they can perform c. You can fill an open position that works 4pm-8pm on trayline and passes dinner trays and snacks to patients d. Hire them because you must and allow them to assist with paper work and filing

Answer= C-Rationale: Workers in food service must be at least 14, during school they cannot work before 7am or after 9pm, they cannot operate dangerous equipment, cook, bake or unload trucks.

13.Branding is a marketing tool used to increase product or service recognition in order to distinguish them from competitors. In your hospital, you will pilot home delivered meals to recently discharged patients to aid in the transition back to normal activities. To follow a branding principle these meals should: a. advertise the hospital sponsored home health program b. have a sticker for Meals on Wheels c. advertise the hospital cafeteria d. be labeled clearly with the hospital name and logo

Answer= D - Rationale: A name, term, symbol or combination of these should clearly identify a seller's product.

19.The manager chose the behavioral interview. What questions would you expect? a. open-ended b. ask the interviewee to perform some aspect of the job c. negatively phrase questions d. questions about the past

Answer= D - Rationale: Behavioral interviews focus on past behaviors. Stress interviewing- tough or negatively phrased questions, Situational interviewing- the closer you can get to the real work situation the better.

17.You are the Patient Services Manager in a hospital. After breakfast trays were passed by your staff, a new employee comes to your office in tears. She explains that a staff nurse reprimanded her for serving a tray to a patient that was NPO. You: a. explain the seriousness of such an error, and give the employee a verbal warning. b. tell your employee that the nurse was inappropriate and that you will report her c. tell your employee not to worry about it; you will look into the situation. d. obtain details from your employee and investigate further.

Answer= D - Rationale: Controlling is a management function that compares what was done to what should have been done. It involves measuring actual performance, analyzing deviation, and then taking action.

37.When setting goals for your work unit, it is recommended by experts in the field of management, a goal should be big enough to inspire people and small enough to be achieved. A goal should also be: a. specific and measurable b. agreed to by the group during the planning stage c. be supported by marketing and finance d. specific, time-limited, and measurable

Answer= D - Rationale: Goals must have three characteristics: Specific-will break even, Measurable-contact three new accounts each week, Time-limited-completed by June 10, 2017.

12.The objective of Human Resource Planning is to: a. maintain appropriate labor budget b. have all positions covered c. manage human resources d. use people with appropriate qualifications as effectively as possible

Answer= D - Rationale: Human Resource Planning encompasses all aspects of labor control, such as qualifications, staffing levels, compensation, efficiency etc.

43.Workplace violence is a growing concern. If such an incident occurs in your work unit you should: a. terminate all employees involved b. counsel each employee privately making it clear that the behavior will not be tolerated in the future c. inform human resources that you need to refer people to the Employee Assistance Program d. defuse the situation by sending people home, investigate, determine appropriate disciplinary action

Answer= D - Rationale: Human Resources and management need to have a comprehensive violence prevention program which maintains a safe work environment plus assists employees who need help with stress and anger management.

41.The leadership style considered most desirable and productive is: a. autocratic b. democratic c. laissez-faire d. various styles and different situations

Answer= D - Rationale: In early research the democratic style seemed to have an edge. Current research, however, support styles depending on the situation and current needs of employees.

31.The Wagner Act (National Labor Relations Act) allows which management practice: a. management support of a company union b. firing a worker for union activities c. interfering with the rights of employees to act together for mutual aid or protection d. bargaining with employee representatives

Answer= D - Rationale: Items (a), (b), and (c) are points of the law. Other points include discrimination against workers making complaints to the NLRB and refusal to bargain with employee representatives.

14.If an employee's performance is substandard the manager should: a. wait until the performance review is due then list all problems b. encourage the employee to look for another job c. hope performance improves over time d. gather information and communicate with the employee in hopes that it will result in high performance

Answer= D - Rationale: Performance appraisals take place in every organization, they do not have to be formal. Gathering information is the first step. The information about specific employees must be evaluated based on whether the employees are meeting organizational needs, and the information must be communicated to employees in hopes that it will result in their reaching high levels of performance.

16.You are writing the job description for DTR's. Which is an appropriate statement: a. DTR under the supervision of a RDN screens, assesses, and monitors patients as assigned b. DTR plans and selects interventions in consultation with patient and family c. DTR can determine nutrition diagnosis of uncomplicated patients as assigned by RDN d. DTR verifies relevant data for nutrition assessment. The assessment is completed by the RDN

Answer= D - Rationale: Professional Standards of Practice in Nutritional Care make it clear that assessment, diagnosing, and interventions are the responsibility of the RDN. DTR can collect data, screen, monitor, and provide education as assigned by the RD.

63. Conflict that results from the organization structure is referred to as: a. Organizational conflict b. Interpersonal conflict c. Intrapersonal conflict d. Inter-group conflict

Answer= D - Rationale: Rational Inter-group or structural conflict results from the organization structure. Examples include role dissatisfaction, common resource dependence.

20.You have been interviewing several candidates for the position of clinical dietitian. Two candidates met all qualifications for the job. The final decision is made based on: a. the individual with the most relevant experience b. the individual willing to accept the lower salary c. the individual who needs the job the most d. the individual who you feel is best for the job

Answer= D - Rationale: The final step in the selection process is to make a personal judgment. This assumes that more than one applicant is qualified.

7. The new organizational philosophy rejects the vertical hierarchy that has been popular in American companies, instead horizontal division of labor is used. A characteristic of this approach is: a. Eliminating departments b. Expanding the levels of authority within the departments c. All decisions are made using a team network d. Managers and employees are being cross-trained to handle multiple jobs

Answer= D - Rationale: The ultimate goal of horizontal division of labor is to "flatten" the organization in order to increase flexibility and to respond quicker to the customer. This is achieved through cross-training.

27.An employee is constantly late returning from lunch. You should: a. change lunch break times b. post lunch times in a central location c. make employees clock in and out for lunch d. document the occurrences and discuss with the employee.

Answer= D - Rationale: When performance is not meeting organizational needs, gather information and discuss with employee.

67. You recently hire a Generation Y/Millennial to work with an internal medicine group. Which descriptor identifies them best: a. duty before fun b. strong work ethic c. respect production over tenure d. multi-taskers/entrepreneurial

Answer= D- Rationale: There are 4 groups in our work force the Matures/Traditionalists-Duty before fun, Baby Boomers-strong work ethic, Generation X-Respect production over tenure, Millennial- multitask/entrepreneurial. They have other characteristics and it is important for managers to understand their qualities.

74. Pre-employment testing must relate to the job position and have reliability as well as validity. A candidate for a food service management position is likely to be asked to take: a. Psychomotor ability test b. Vocational interest test c. Polygraph test d. Work-sample test

Answer= D-Rationale: Pre-employment testing must relate directly to the position the candidate is applying. They must be reliable and valid. A work sample test might include interpreting financial statements, writing a performance appraisal or other task that will be part of the position if hired.

75. Your department is experiencing a higher than normal turnover rate. Areas that need to be reviewed would include: a. Compliance with Federal and State labor laws b. Wages compared to competition c. Schedule options, possibly 4 ten-hour days d. The training process and reference checking

Answer= D-Rationale: Training is the key factor in reducing turnover rate in food service.

5. According to Hersey, Blanchard, and Johnson's leadership effectiveness model: a. There is no one best leadership style, instead the leader must be adaptable and flexible b. The leader must always be supportive by being friendly and showing concern for subordinates c. The leader must be achievement oriented by setting challenging goals d. The leader must delegate to subordinates

Answer=A - Rationale: An effective leader is one who can modify styles as employees develop and change or adjust to a situation.

1. The Strategic Management Process begins with analysis of: a. Vision, Mission, Values, and Objectives b. Strategic Direction c. Financial Status d. Competency of Management Staff

Answer=A -Rationale: Strategic Management Process is circular in nature as information from evaluation is fed back into the analysis step and steps are repeated. Analysis includes a review and revision of a company's vision, mission, values, and objectives. The analysis should determine the company's external threats and opportunities.