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HFT2220 Quizzes Spring 2015

Title VII of the Civil Rights Act of 1964 makes it unlawful to discriminate in which of the following areas of employment?
Recruiting, hiring, firing, promotions, or other employment related activities.
Human Relations theory is a theory that states that satisfying the needs of employers is key to productivity .
The Hotel and restaurant industry depends on large numbers of people to fill ______, ________ jobs that have little interest and no perceived future.
Entry level, low wage.
The supervisor’s authority comes from:
the power to hire and fire, reward and punish; consistent disciplinary action; the acceptance of authority by workers (all of the above)
The four main functions of management are: planning, organizing, controlling, and interpersonal skills.
Exempt employees are covered by the federal and state wage and hour laws
One of the four essential features of scientific management is the standardization of work procedures, tools, and conditions of guests.
According to McGregor, the autocratic style is typical of which theory
Theory X
A small mistake or oversight made by a poorly trained employee can have enormous impact.
An approach to management that blends scientific approach, concern with people, and participative management practices is called:
Humanistic Management
An established routine or set of procedures used in a recurring situation is known as a:
Standing Plan
You can reduce the degree of risk when:
You collect relevant data and apply it to your forecast.
A budget is an __________ plan for the income and _________ of money for a given period.
operational, expenditure
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.
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:
Which of the following is false regarding a standing plan?
Rigidity is not a potential drawback of a standing plan.
Unity of command refers to the:
Principle that each person should have only one boss.
In forecasting, if conditions tomorrow will be the same as yesterday you should assume:
sales will be the same.
Risk is the degree of certainty about the future
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:
Listening is the second half of the communication process- the most neglected half and sometimes the most important.
To delegate successfully, you need advance planning, a positive attitude, the ability to take risks, communication, and commitment.
the lines of responsibility and authority within a business are also the channels of communication.
Which of the following messages is most likely to be received correctly?:
A spoken message that emphasizes something important to the receiver.
Which of the following best describes organizational communication?
Sending a message from the top of an organization down
The most neglected communication skill is
Which of the following are examples of symbols?:
pictures and graffiti (a and b)
Which of the following is false regarding the communication process?
There are six elements of successful communication
All but which of the following responses will probably cause an employee to stop talking to the boss?
Giving advice
Which of the following is false regarding Emotional Intelligence?
It is defined as the ability to manage ourselves and our relationships effectively.
Culture bound means that you believe that your culture and value system are the best, the one and only.
The equal employment opportunity commission (EEOC) was established in 1989.
When managing a diverse group, do not treat each employee the same.
One of the slowest growing segments of the US population is that of minority groups.
Only one in eight Americans has African, Asian, Hispanic, or Native American ancestry.
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
It is estimated that 43 million Americans have a disability
the ADA applies to all people 18 years or older
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
The work of Frank Gilbreth is associated with
Work Simplificaion
Which type of employment agency refers job applicants at no cost to the employer?
job service center
One disadvantage of patterned interviews is that they:
Discourage customized discussion
The best interview questions begin with how, what, and why.
The over-65 group is growing and will increase to _______ of the population in 2030.
Which of the following questions is appropriate to ask a job applicant?
Where are you currently employed?
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.
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.
Which of the following is true regarding temporary agencies?
They charge a fee, usually 10% of the employees first year salary; they charge per hour (b and c)
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:
an overgeneralization, the halo effect (a and b)
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.
6.1%, 15%
Performance management may be defined as the whole process impacting how well an employee performs.
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.
The final step in developing a performance standard system is to:
Evaluate worker performance on the job
Among the problems of most performance review systems are:
The difficulty of being fair and objective.
Which of the following is an identifiable activity that constitutes a skill or activity necessary to complete a segment of a job
In the survey of US businesses mentioned in the text, ___% of respondents reported using appraisals to determine an employee’s raise.
A private face-to-face session between you and an employee is known as a(n):
evaluation interview; appraisal review (a and c)
What questions should you ask when writing performance standards?
What is to be done? How is it to be done? To what extent is it to be done? (all of the above)
A raise given to an employee based on how well the employee has done his or her job is known as a(n):
Merit Raise
A good interview comes from:
Practicing interviewing for other purposes (hiring, problem solving), preparing yourself. (a and b)
The term motivation refers to what make people tick
Motivation through fear often works for long periods of time.
According to theory Y, work is a natural as play or rest.
McGregor put forth Theory X and Theory Y.
At the bottom of hierarchy of needs is self-fulfillment.
In Maslow’s hierarchy of needs, the need to belong is included in:
Social Needs
Behavior modification is associated with:
Positive Reinforcement
Which theory of motivation states that money is the only thing people work for?
Economic Person Theory
Self-actualization is:
the desire to fulfill one’s own potential.
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:
Management by Example
Which of the following is the last step in the TQM process?
Evaluate and support the process
If groups are to develop successfully into teams, they will engage in all of the following activities except:
_______ is a process involving observation of employee performance and conversation focusing on job performance between the manager and employee.
Which of the following statements about coaching is false:
Coaching is easy; most people figure it out in no time
The advantages of training can readily be expressed in dollar amounts.
New employees should be given a pretest before training began.
Training material needs to be well organized and presented all at once, instead of in small chunks.
In a training program, the training objective:
Includes a time limit for the training
A teaching method that does NOT promote employee involvement is:
A summative evaluation looks at which of the following?
Reaction, Knowledge, Productivity, Behavior, Attitude
Desires can be thought of as wants.
Diversity is defined as a difference, variety, or unlikeness.
Which of the following results most often when concerns for others are of high importance?
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?
A neutral third-party, from inside or outside the organization, confidently investigates complaints and proposes resolutions. This is (a):
Negative discipline is a system based on human relations theories.
It is illegal to:
discipline one person more severely than you do others.
A system of specific penalties for each violation of each company rule, to be applied uniformly throughout a company is known as:
Uniform discipline system
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:
Just-cause termination
In order to maintain good discipline with a minimum of hassles, threats, and disciplinary actions, leaders should:
Follow the rules themselves
Create and maintain a positive work environment
Establish good person-to-person relations
Act consistent and fair
A supervisor’s decision should be a choice among alternative courses of action directed toward a specific purpose.
Feedback control is control that is conducted during the activity.
Group decision making:
usually produces more commitment to the solution because everyone takes part in it.
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:
Giving something up in exchange for the worker’s giving up something, and each of you has less than before is known as:
Lose-lose compromise
Delegation essentials include responsibility, authority, and accountability.
There are only two aspects of delegation.
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.
You should always remember as a supervisor, you have ….
Authority, Accountability, Responsibility
The _________ and _________ of the employees are of critical importance to the success of delegation.
Which of the following is true of managerial skills?
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)
As a supervisor, your number one concern is:
your employees.
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_________.
Uncertain, 99%
Strategic planning:
is long-range planning to set organizational goals, objectives, and policies to determine strategies, tactics, and programs for achieving them.
The group of Americans born between 1995 and 2012 are known as:
Generation Z
Participative management:
allows workers to take part in decisions affecting them.
In general, EEO laws make it unlawful to discriminate against applicants with respect to:
recruiting, hiring, firing, promotions, and compensation.
The first essential for dealing with resistance to change is a climate of _________ and _________
open communication/trust
A poor work climate can cause:
hostility among workers.
A budget is an ______________ plan for the income and _____________ of money for a given period.
Scientific management is associated with:
Frederick Taylor.
Which of the following is true about planning and decision making?:
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)
Human skills needed by a manager include:
sensitivity to workers’ personal needs.
According to the theory of Situational Leadership the types of behaviors are:
Directed and supportive
The work of Frank Gilbreth is associated with
Work Simplification
Which of the following is a characteristic and trait of effective leaders?
desire to influence others
honesty and moral character
(All of the above.)
Who states that there are two different patterns of thinking, opportunity, and obstacle?
Human relations theory emphasizes:
the importance of workers as individuals.
In forecasting, if conditions tomorrow will be the same as yesterday you should assume:
sales will be the same.
Body language is all of the following except:
expression of goodwill sent by email.
A supervisor who leads and manages hourly paid employees is known as the:
front-line supervisor
In your typical full service restaurant you will lose _______ of your hourly employees in _________ year(s).
all, 1
A supervisor has an obligation to customers to:
see that their needs and desires are met.
train workers in guest relations.
represent the enterprise well.
train the boss.
(All of the Above)
A transactional leader:
motivates through appealing to the workers self- interest (rewards).
An organization chart shows:
lines of authority and responsibility.
All but which of the following responses will probably cause an employee to stop talking to the boss?
At the appropriate times, say “okay” and “yes”
Oral instructions are most suitable for:
simple, familiar tasks.
The supervisor’s role is to:
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)
Management by example refers to:
setting a good example for your workers.
This type of leadership was developed by Kenneth Blanchard and Paul Hershey
Situational leadership
The study of standards of conduct and moral judgment is known as:
A supervisor is responsible for the input of the people supervised and for the quality and quantity of products and services.
The leadership style that delegates all authority and power to the employees is called:
A small mistake or oversight made by a poorly trained employee can have enormous impact.
Unity of command refers to the:
principle that each person should have only one boss.
A supervisor must work overtime without pay if he/she:
supervises two or more people, spends 50 percent or more of his/her time managing, and earns $455/week or more.
A flex style of management means:
adjusting decisions and actions to the needs of the situation.
Which of the following messages is most likely to be received correctly?:
A spoken message that emphasizes something important to the receiver
Human relations theory is a theory that states that satisfying the needs of employers is key to productivity.
As a hospitality supervisor, you have obligations to all of the following except:
Your family and friends
Why is it not uncommon for some hourly workers–such as bartenders and serving personnel–to take home more pay than their supervisors?
Supervisors are exempt employees and are not covered by wage and hour laws.
Leadership style refers to:
the manner of interaction the supervisor uses with employees in directing and controlling the work.
As human beings we communicate all day, every day. We spend over ______ % of our waking hours sending or receiving messages.
Boomerang management occurs when a:
supervisor reverts from a management point of view to a worker’s point of view.
Which of the following are examples of symbols?:
Pictures and Graffiti (a and b)
What are the six universal emotions?:
anger, fear, sadness, happiness, disgust, and surprise
Work climate is the level of morale in the workplace.
A transformational leader:
acts as a coach and leads by example.
The hotel and restaurant industry depends on large numbers of people to fill _________, __________ jobs that have little interest and no perceived future.
entry level, low wage
According to McGregor, the autocratic style is typical of which theory?
Theory X

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