HFT – Flashcard
60 test answers
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The leadership style that delegates all authority and power to the employees is called:
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laissez-faire
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The Theory Y view of workers holds that:
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work is as natural as play, and people will work of their own accord toward objectives that fill personal needs.
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Which is not a practice of leaders?
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They make sure their employees are not as strong as themselves
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A transactional leader
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motivates through appealing to the workers self-interest (rewards)
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According to McGregor, the autocratic style is typical of which theory?
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Theory X
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The Theory X view of workers holds that:
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people dislike work and must be coerced and threatened with punishment to get the work done
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The hotel and restaurant industry depends on large numbers of people to fill_________, __________ jobs that have little interest and no perceived future.
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entry level, low wage
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According to the theory of Situational Leadership the types of behaviors are:
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directed and supportive.
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A formal leader is one who is:
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according to the organizational chart "in charge".
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Being a leader means:
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all of the above
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Leadership style refers to:
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the manner of interaction the supervisor uses with employees in directing and controlling the work
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A flex style of management means:
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adjusting decisions and actions to the needs of the situation.
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Situational leadership theory holds that:
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the degree of worker participation should depend on the work, the people, the leader, and time pressures—the total situation.
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When an employee has much commitment but little competence to do a job, the best leadership style according to situational leadership theories is:
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the degree of worker participation should depend on the work, the people, the leader, and time pressures—the total situation.
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Which of the following is not a style of leading?
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discipline
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Leadership by example refers to:
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setting a good example for your workers.
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What manifests itself as a loss of interest in and satisfaction with a job due to stressful working conditions?
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job burnout.
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Conscientiousness is a "Big Five" personality dimension that involves the traits of being __________.
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responsible, dependable, and persistent.
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According to the social traits literature, __________ individuals prefer the "big picture," and they like solving new problems, dislike routine, and would rather look for possibilities than work with facts.
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intuitive-type.
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A company supports employment and promotional opportunities for women, minorities, handicapped persons and people between the ages of 50 and 70. This company is ________________.
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valuing workforce diversity.
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Which of the following statements does NOT describe the Type A personality?
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Type A people tend to be laid back.
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Which of the following statements does NOT accurately describe high self-monitors?
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high self-monitors ignore the behavior of others.
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__________ has a negative impact on both attitudes and performance.
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destructive stress.
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__________ has a positive impact on both attitudes and performance.
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constructive stress.
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Common work-related stressors include all of the following EXCEPT:
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economic difficulties.
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Problem-solving style reflects the way a person goes about __________ and __________ information in solving problems and making decisions.
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gathering ? evaluating.
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An individual high in __________ sees the world as a threatening place.
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dogmatism.
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A person with a __________ personality regards legitimate authority as absolute and accepts or rejects others according to how much they agree with accepted authority.
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dogmatic
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According to the social traits literature, __________ individuals are oriented toward conformity and try to accommodate themselves to other people.
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feeling-type.
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According to the social traits literature, __________ individuals prefer routine and order, and emphasize well-defined details in gathering information; they would rather work with known facts than look for possibilities.
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sensation-type.
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Openness to experience is the "Big Five" personality dimension that involves the traits of being __________.
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imaginative, curious, and broad-minded.
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According to the social traits literature, __________ individuals use reason and intellect to deal with problems and downplay emotions.
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thinking-type.
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Which of the following is NOT a common work-related stressor?
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being asked to do things that are legal or consistent with your personal values.
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Which traits are associated with the "Big Five" personality dimension of extraversion?
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outgoing, sociable, and assertive.
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__________ are things that arise in people's personal lives to create stress.
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life stressors.
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Which traits are associated with the "Big Five" personality dimension of emotional stability?
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unworried, secure, and relaxed.
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What age of change occurred when the service economy was combined with proliferation technology?
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Age of communication
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The most important aspect of guest service is meeting the manager's expectations.
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False
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A return customer costs far less to keep than obtaining a new one.
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True
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A point of service at which customer service is either made or lost is known as
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Moment of truth
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____________ is a quest to reduce errors and inefficiencies so that you won't have to fix as many things and pay the price for producing a poor product.
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DRIFT
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What age of change occurred as a result of people moving to cities in the United States about 100 years ago?
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None of the above
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One of the reasons people do not complain after receiving bad service is: they don't think it will make a difference.
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True
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Under this highly effective premise, managers "get in touch" with the employees and customers to learn what is really occurring:
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MBWA
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What age of change occurred as a result of the loss of agricultural and manufacturing jobs in the United States?
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Age of service
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One of the 3 steps of service is: be casual.
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False
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Who popularized TQM and PDCA?
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Deming
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Meeting and exceeding the individual expectations of the customer is called
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Quality customer service
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Most businesses should spend less money attracting customers and more effort retaining the ones that they have.
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True
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What belief is commonly accepted as being the proper way or method that something is to be done?
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Paradigm
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One reason why bad news travel fast is that: customers may seek revenge.
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True
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Choose the reason that does not support why "Bad News Travels Fast:
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All of the above support why Bad News Travels Fast.
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What age of change occurred as a result of a boom in digitalization in the 1980s and 1990s, thus changing the way that businesses operate?
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Age of technology
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Most people do not complain after receiving bad service.
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True
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A four-step process for implementing change, or, continuous improvement is called
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PDCA
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Who is commonly known as the Father of Modern Management?
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Drucker
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