question

A flex style of management means:

answer

adjusting decisions and actions to the needs of the situation

question

Human skills needed by a manager include:

answer

sensitivity to workers' personal needs.

question

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

answer

humanistic management.

question

A poor work climate can cause:

answer

low productivity and fewer customers.

question

When an employee has much commitment but little competence to do a job, the best leadership style, according to situational leadership theories, is:

answer

directing

question

A fear-and-punishment leadership style:

answer

-works well with people who expect it. -breeds resentment, low morale, and personnel problems. -causes adversary relationships to develop. ***all of the above

question

Over ________% of the hospitality industry employees are women.

answer

60

question

A transformational leader:

answer

acts as a coach and leads by example.

question

A transactional leader:

answer

motivates through appealing to the workers self- interest (rewards).

question

According to the theory of Situational Leadership the types of behaviors are:

answer

directed and supportive.

question

Long-range planning to set corporate goals and develop strategies for achieving them is called

answer

strategic planning

question

If a situation occurs every day, and staff is trained in the procedures, the supervisor's need to manage is reduced to seeing that the workers meet the standards set and dealing with unexpected events that the plan does not cover. The term that best describes this type of management is:

answer

management by exception

question

strategic planning

answer

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

question

Mark is the manager of a popular local bistro. The staff in this bistro is trained extensively before they are allowed to work on their own. While at work Mark only watches to be sure everyone on the staff is carrying out their responsibilities. Occasionally, when an unexpected event occurs, Mark takes action. Make is managing by:

answer

exception

question

Which of the following is not one of the steps involved in making a good plan?

answer

Determine and evaluate any variables involved.

question

An alternative plan for use in case the original plan does not work out is known as a(n):

answer

contingency plan

question

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

answer

-Planning is making decisions about future courses of actions. -The steps in making a good plan resemble those in making a good decision. -a and c -Planning is a special form of decision making. *** all of the above

question

Which is true about levels of planning?

answer

Top management planners in a large organization make long-range strategic plans.

question

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

answer

open communication/trust

question

The planning process includes all for the following except:

answer

Collect future data relevant to forecasting the future

question

All but which of the following responses will probably cause an employee to stop talking to the boss?

answer

at the appropriate times, say "OK" and "Yes"

question

Most people can talk at the rate of words a minute and think at the rate of words a minute.

answer

100-125, 500

question

The most neglected communication skill is:

answer

listening

question

Symbols can obscure the meaning of a message by:

answer

-vaguness - language barriers -body language/ facial expressions not matching the speaker's words. -b and c only Correct Answer: all of the above

question

A good listener actually listens ______ % of the time.

answer

95

question

Nonverbal communication refers to:

answer

-written communications. -permanent forms of communication such as recipes, procedures, manuals, rules, and regulations. -pictures, signs, body language, eye contact, and written communication. -a and c only Correct Answer: all of the above

question

A comfortable distance for communicating instructions is:

answer

4 to 7 feet

question

Which of the following is a bad listening practice?

answer

-going off on tangents -reacting emotionally -cutting off the flow of the message -probing, interrogating and analyzing peoples motives Correct: all of the above choices are bad listening practices

question

The world's largest social utility that connects more than 400 million people with friends and others who work, study, and live around them is known as

answer

Facebook

question

Which of the following is true in regards to mass communication?:

answer

Hospitality organizations often use mass communication to advertise for customers as well as job applicants.

question

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

answer

Develop a mission statement that includes diversity and inclusion.

question

Culture is defined as:

answer

-our values -our lifestyles -being responsible for our misunderstanding. -all of the above Correct Answer: a and b only

question

Discrimination in the workplace can be thought of as:

answer

making employment decisions based on factors that have nothing to do with a person's ability to do the job.

question

The Pregnancy Discrimination Act of 1978 makes it unlawful to:

answer

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

question

Pre-employment tests must be:

answer

a and d

question

Almost one in four Americans has African, Asian, Hispanic, or Native American ancestry. It is estimated that by 2050, the number will be:

answer

one in two

question

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

answer

2/3

question

When managing diversity issues positively, you should:

answer

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

question

Inclusion in the workplace means:

answer

to include everyone, regardless of gender, marital status, race, national origin, religion, age, disability, sexual orientation, weight, or physical appearance.

question

When facing charges of discrimination, ________ bear(s) the burden of proving that all questions on application forms or in oral interviews are not used in making hiring and placement decisions in a discriminatory manner prohibited by law.

answer

the employer

question

The labor market refers to:

answer

the jobs available and the people looking for work.

question

One disadvantage of patterned interviews is that they:

answer

discourage customized discussion.

question

The top recruiting method is:

answer

in-house referral

question

Direct recruiting refers to:

answer

going to where job seekers are

question

Which of the following measures intelligence?

answer

cognitive ability test

question

The over-65 group is growing and will increase to ______ of the population in 2030.

answer

20%

question

Which of the following tests would be most likely used by a hospitality enterprise for a non-management job?:

answer

medical examinations and skills tests

question

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

answer

inside your own operation

question

Demographics include all of the following except:

answer

educational institution

question

All of the following are true regarding scheduling except:

answer

Employees should be allowed to decide which days they want to work.

question

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

answer

self-appraisal

question

A private face-to-face session between you and an employee is known as a(n)

answer

a and c

question

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

answer

evaluate worker performance on the job

question

Which of the following is not one of the three essentials for setting up a successful performance standard system?:

answer

The employee should be in charge at all times

question

What questions should you ask when writing performance standards?

answer

-What is to be done? -How is it to be done? -To what extent is it to be done? -a and b Correct: all of the above

question

The halo effect refers to:

answer

letting one thing about a person color your judgment of that person's performance as a whole.

question

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

answer

merit raise

question

Which of the following is true regarding the authoritarian approach?:

answer

It will often antagonize employees

question

Which of the following are true regarding proper interviewing technique?:

answer

-Be a good listener -Do not interrupt -Maintain eye contact -hear them out -Correct: all of the above

question

A good interview comes from:

answer

a and b

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