question

Title VII of the Civil Rights Act of 1964 makes it unlawful to discriminate in which of the following areas of employment?

answer

Recruiting, hiring, firing, promotions, or other employment related activities.

question

Human Relations theory is a theory that states that satisfying the needs of employers is key to productivity .

answer

False

question

The Hotel and restaurant industry depends on large numbers of people to fill ______, ________ jobs that have little interest and no perceived future.

answer

Entry level, low wage.

question

The supervisor's authority comes from:

answer

the power to hire and fire, reward and punish; consistent disciplinary action; the acceptance of authority by workers (all of the above)

question

The four main functions of management are: planning, organizing, controlling, and interpersonal skills.

answer

False

question

Exempt employees are covered by the federal and state wage and hour laws

answer

False

question

One of the four essential features of scientific management is the standardization of work procedures, tools, and conditions of guests.

answer

False

question

According to McGregor, the autocratic style is typical of which theory

answer

Theory X

question

A small mistake or oversight made by a poorly trained employee can have enormous impact.

answer

True

question

An approach to management that blends scientific approach, concern with people, and participative management practices is called:

answer

Humanistic Management

question

An established routine or set of procedures used in a recurring situation is known as a:

answer

Standing Plan

question

You can reduce the degree of risk when:

answer

You collect relevant data and apply it to your forecast.

question

A budget is an __________ plan for the income and _________ of money for a given period.

answer

operational, expenditure

question

During certain parts of the day in the hospitality industry, the job controls the supervisor and you cannot plan for this time in your schedule.

answer

True

question

A diagram of a sequence of activities to complete a project which shows the time for each activity and plans for activities that can be done ahead of time or simultaneously is a:

answer

PERT

question

Which of the following is false regarding a standing plan?

answer

Rigidity is not a potential drawback of a standing plan.

question

Unity of command refers to the:

answer

Principle that each person should have only one boss.

question

In forecasting, if conditions tomorrow will be the same as yesterday you should assume:

answer

sales will be the same.

question

Risk is the degree of certainty about the future

answer

False

question

Mark is the manager of a popular local bistro. The staff in this bistro is trained extensively before they can 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. Mark is managing by:

answer

Exception

question

Listening is the second half of the communication process- the most neglected half and sometimes the most important.

answer

True

question

To delegate successfully, you need advance planning, a positive attitude, the ability to take risks, communication, and commitment.

answer

True

question

the lines of responsibility and authority within a business are also the channels of communication.

answer

True

question

Which of the following messages is most likely to be received correctly?:

answer

A spoken message that emphasizes something important to the receiver.

question

Which of the following best describes organizational communication?

answer

Sending a message from the top of an organization down

question

The most neglected communication skill is

answer

listening

question

Which of the following are examples of symbols?:

answer

pictures and graffiti (a and b)

question

Which of the following is false regarding the communication process?

answer

There are six elements of successful communication

question

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

answer

Giving advice

question

Which of the following is false regarding Emotional Intelligence?

answer

It is defined as the ability to manage ourselves and our relationships effectively.

question

Culture bound means that you believe that your culture and value system are the best, the one and only.

answer

True

question

The equal employment opportunity commission (EEOC) was established in 1989.

answer

False

question

When managing a diverse group, do not treat each employee the same.

answer

True

question

One of the slowest growing segments of the US population is that of minority groups.

answer

False

question

Only one in eight Americans has African, Asian, Hispanic, or Native American ancestry.

answer

False

question

The Family Medical Leave Act of 1993 Allows employees to take an unpaid leave of absence from work for up to 12 weeks a year

answer

True

question

It is estimated that 43 million Americans have a disability

answer

True

question

the ADA applies to all people 18 years or older

answer

False

question

Reasonable accommodation, which is legally required, refers to any change or adjustment to a job or the work environment that will enable someone with a disability to perform essential job functions

answer

True

question

The work of Frank Gilbreth is associated with

answer

Work Simplificaion

question

Which type of employment agency refers job applicants at no cost to the employer?

answer

job service center

question

One disadvantage of patterned interviews is that they:

answer

Discourage customized discussion

question

The best interview questions begin with how, what, and why.

answer

True

question

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

answer

20%

question

Which of the following questions is appropriate to ask a job applicant?

answer

Where are you currently employed?

question

Fear of negligent hiring and retention litigation is a hiring manager's worst nightmare and most compelling reason to conduct in-depth criminal records searches of job applicants.

answer

True

question

In the hospitality industry there is a pattern of daily peaks and valleys with the peaks forming around mealtimes and the valleys falling in between.

answer

True

question

Which of the following is true regarding temporary agencies?

answer

They charge a fee, usually 10% of the employees first year salary; they charge per hour (b and c)

question

It is very easy, in that first four minutes, to be influenced by one or two characteristics and extend them into an overall impression of the person. This is known as:

answer

an overgeneralization, the halo effect (a and b)

question

The average US unemployment rate fluctuates around ______ and the national restaurant association estimates the number of jobs in the industry will grow by _____ over the next decade.

answer

6.1%, 15%

question

Performance management may be defined as the whole process impacting how well an employee performs.

answer

True

question

The typical job description spells out in general terms the content of the job, the duties, and perhaps the kind of experience or skill desired.

answer

True

question

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

answer

Evaluate worker performance on the job

question

Among the problems of most performance review systems are:

answer

The difficulty of being fair and objective.

question

Which of the following is an identifiable activity that constitutes a skill or activity necessary to complete a segment of a job

answer

Task

question

In the survey of US businesses mentioned in the text, ___% of respondents reported using appraisals to determine an employee's raise.

answer

75

question

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

answer

evaluation interview; appraisal review (a and c)

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? (all of the above)

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

A good interview comes from:

answer

Practicing interviewing for other purposes (hiring, problem solving), preparing yourself. (a and b)

question

The term motivation refers to what make people tick

answer

True

question

Motivation through fear often works for long periods of time.

answer

False

question

According to theory Y, work is a natural as play or rest.

answer

True

question

McGregor put forth Theory X and Theory Y.

answer

True

question

At the bottom of hierarchy of needs is self-fulfillment.

answer

False

question

In Maslow's hierarchy of needs, the need to belong is included in:

answer

Social Needs

question

Behavior modification is associated with:

answer

Positive Reinforcement

question

Which theory of motivation states that money is the only thing people work for?

answer

Economic Person Theory

question

Self-actualization is:

answer

the desire to fulfill one's own potential.

question

Managing people at work by setting a good example, and by giving 100 percent of your time, effort, and enthusiasm to your own job is known as:

answer

Management by Example

question

Which of the following is the last step in the TQM process?

answer

Evaluate and support the process

question

If groups are to develop successfully into teams, they will engage in all of the following activities except:

answer

Exploring

question

_______ is a process involving observation of employee performance and conversation focusing on job performance between the manager and employee.

answer

Coaching

question

Which of the following statements about coaching is false:

answer

Coaching is easy; most people figure it out in no time

question

The advantages of training can readily be expressed in dollar amounts.

answer

False

question

New employees should be given a pretest before training began.

answer

True

question

Training material needs to be well organized and presented all at once, instead of in small chunks.

answer

False

question

In a training program, the training objective:

answer

Includes a time limit for the training

question

A teaching method that does NOT promote employee involvement is:

answer

Lecture

question

A summative evaluation looks at which of the following?

answer

Reaction, Knowledge, Productivity, Behavior, Attitude

question

Desires can be thought of as wants.

answer

True

question

Diversity is defined as a difference, variety, or unlikeness.

answer

True

question

Which of the following results most often when concerns for others are of high importance?

answer

Collaboration

question

Which of the following is the result of low concern for your own interests or the interest of your group, which produces a lose/win outcome?

answer

Accommodation

question

A neutral third-party, from inside or outside the organization, confidently investigates complaints and proposes resolutions. This is (a):

answer

Mediation

question

Negative discipline is a system based on human relations theories.

answer

True

question

It is illegal to:

answer

discipline one person more severely than you do others.

question

A system of specific penalties for each violation of each company rule, to be applied uniformly throughout a company is known as:

answer

Uniform discipline system

question

Employee termination based on the commission of an offense that affected detrimentally the specific work done or an operation as a whole is known as:

answer

Just-cause termination

question

In order to maintain good discipline with a minimum of hassles, threats, and disciplinary actions, leaders should:

answer

Follow the rules themselves Create and maintain a positive work environment Establish good person-to-person relations Act consistent and fair ALL OF THE ABOVE~

question

A supervisor's decision should be a choice among alternative courses of action directed toward a specific purpose.

answer

True

question

Feedback control is control that is conducted during the activity.

answer

False

question

Group decision making:

answer

usually produces more commitment to the solution because everyone takes part in it.

question

A process by which leaders measure, evaluate, and compare results to goals and standards previously agreed upon, and take corrective action when necessary to stay on course is known as:

answer

Controlling

question

Giving something up in exchange for the worker's giving up something, and each of you has less than before is known as:

answer

Lose-lose compromise

question

Delegation essentials include responsibility, authority, and accountability.

answer

True

question

There are only two aspects of delegation.

answer

False

question

You can avoid mistakes if you plan carefully, manage your people to produce a smooth running operation with everyone knowing what to do and what is expected of them.

answer

True

question

You should always remember as a supervisor, you have ....

answer

Authority, Accountability, Responsibility

question

The _________ and _________ of the employees are of critical importance to the success of delegation.

answer

Ability/willingness

question

Which of the following is true of managerial skills?

answer

They are an art that can be learned, although no one can really teach you. You do not have to be born with certain talents of personality traits. (B and C)

question

As a supervisor, your number one concern is:

answer

your employees.

question

The future is always more or less uncertain. You reduce the degree of risk when you collect relevant data and apply it to your forecast-if you have less than 1% of relevant data, conditions are_________ and the degree of risk is_________.

answer

Uncertain, 99%

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

The group of Americans born between 1995 and 2012 are known as:

answer

Generation Z

question

Participative management:

answer

allows workers to take part in decisions affecting them.

question

In general, EEO laws make it unlawful to discriminate against applicants with respect to:

answer

recruiting, hiring, firing, promotions, and compensation.

question

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

answer

open communication/trust

question

A poor work climate can cause:

answer

hostility among workers.

question

A budget is an ______________ plan for the income and _____________ of money for a given period.

answer

operational/expenditure

question

Scientific management is associated with:

answer

Frederick Taylor.

question

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

answer

Planning is a special form of decision making. The steps in making a good plan resemble those in making a good decision. Planning is making decisions about future courses of actions. (All of the Above)

question

Human skills needed by a manager include:

answer

sensitivity to workers' personal needs.

question

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

answer

Directed and supportive

question

The work of Frank Gilbreth is associated with

answer

Work Simplification

question

Which of the following is a characteristic and trait of effective leaders?

answer

drive desire to influence others honesty and moral character self-confidence (All of the above.)

question

Who states that there are two different patterns of thinking, opportunity, and obstacle?

answer

Manz

question

Human relations theory emphasizes:

answer

the importance of workers as individuals.

question

In forecasting, if conditions tomorrow will be the same as yesterday you should assume:

answer

sales will be the same.

question

Body language is all of the following except:

answer

expression of goodwill sent by email.

question

A supervisor who leads and manages hourly paid employees is known as the:

answer

front-line supervisor

question

In your typical full service restaurant you will lose _______ of your hourly employees in _________ year(s).

answer

all, 1

question

A supervisor has an obligation to customers to:

answer

see that their needs and desires are met. train workers in guest relations. represent the enterprise well. train the boss. (All of the Above)

question

A transactional leader:

answer

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

question

An organization chart shows:

answer

lines of authority and responsibility.

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 "okay" and "yes"

question

Oral instructions are most suitable for:

answer

simple, familiar tasks.

question

The supervisor's role is to:

answer

be responsible for the quantity and quality of the products and services. meet employee needs. be responsible for the output of the people supervised. (All of the Above)

question

Management by example refers to:

answer

setting a good example for your workers.

question

This type of leadership was developed by Kenneth Blanchard and Paul Hershey

answer

Situational leadership

question

The study of standards of conduct and moral judgment is known as:

answer

ethics

question

A supervisor is responsible for the input of the people supervised and for the quality and quantity of products and services.

answer

False

question

The leadership style that delegates all authority and power to the employees is called:

answer

lassiez-faire

question

A small mistake or oversight made by a poorly trained employee can have enormous impact.

answer

True

question

Unity of command refers to the:

answer

principle that each person should have only one boss.

question

A supervisor must work overtime without pay if he/she:

answer

supervises two or more people, spends 50 percent or more of his/her time managing, and earns $455/week or more.

question

A flex style of management means:

answer

adjusting decisions and actions to the needs of the situation.

question

Which of the following messages is most likely to be received correctly?:

answer

A spoken message that emphasizes something important to the receiver

question

Human relations theory is a theory that states that satisfying the needs of employers is key to productivity.

answer

False

question

As a hospitality supervisor, you have obligations to all of the following except:

answer

Your family and friends

question

Why is it not uncommon for some hourly workers--such as bartenders and serving personnel--to take home more pay than their supervisors?

answer

Supervisors are exempt employees and are not covered by wage and hour laws.

question

Leadership style refers to:

answer

the manner of interaction the supervisor uses with employees in directing and controlling the work.

question

As human beings we communicate all day, every day. We spend over ______ % of our waking hours sending or receiving messages.

answer

70

question

Boomerang management occurs when a:

answer

supervisor reverts from a management point of view to a worker's point of view.

question

Which of the following are examples of symbols?:

answer

Pictures and Graffiti (a and b)

question

What are the six universal emotions?:

answer

anger, fear, sadness, happiness, disgust, and surprise

question

Work climate is the level of morale in the workplace.

answer

true

question

A transformational leader:

answer

acts as a coach and leads by example.

question

The hotel and restaurant industry depends on large numbers of people to fill _________, __________ jobs that have little interest and no perceived future.

answer

entry level, low wage

question

According to McGregor, the autocratic style is typical of which theory?

answer

Theory X

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