Review Questions-Chapter 8

CA1

The great variety of people and their background experiences, opinions, religions, ages, talents, and abilities is known asa. bias.b. empathy.c. diversity.d. teamwork.

Generalizations that an individual makes about particular groups, assuming that all members of that group are the same, area. biases.b. prejudices.c. differences.d. stereotypes.

What is a general attitude toward a person, group, or organization on the basis of judgments unrelated to abilities called?a. Biasb. Prejudicec. Stereotyped. Cultural tendencies

A tendency toward a particular perspective or idea based on prejudice is known asa. bias.b. differences.c. stereotyping.d. cultural tendencies.

____________ occurs when verbal or physical conduct related to a person’s race, gender, color, ethnicity, religion, sexual orientation, or disability interferes with the person’s work performance or creates an unhealthy work environment.a. Biasb. Prejudicec. Harassmentd. Stereotyping

According to the U.S. Equal Employment Opportunity Commission, what is the best tool to eliminate sexual harassment?a. Toleranceb. Preventionc. Teamworkd. Professionalism

Using each member’s strengths, so that the group has more success working together than working alone, is calleda. training.b. modeling.c. teamwork.d. professionalism.

The ability to inspire and motivate employees to behave in accordance with the vision of an organization and to accomplish the organization’s goals isa. teamwork.b. leadership.c. motivation.d. professionalism.

The reasons why a person takes action or behaves in a certain way are known asa. leadership.b. prejudice.c. teamwork.d. motivation.

The personal drive to do the best work possible whether there are rewards or not is calleda. personal treatment.b. internal motivation.c. external motivation.d. personal professionalism.

Which type of motivation occurs when the drive comes from the desire to receive something?a. Internalb. Externalc. Incentived. Achievement

The ways in which managers interact with staff and the value system that governs their daily conduct are known asa. teamwork.b. professionalism.c. problem solving.d. personal treatment.

The combination of the knowledge, skills, attitudes, and behaviors a person shows while performing a job is calleda. teamwork.b. modeling.c. motivation.d. professionalism.

A specific description or statement of what a manager wants to achieve is a(n)a. goal.b. objective.c. root cause.d. action plan.

_________________ provide structure for an operation and help to evaluate the operation’s progress.a. Action plansb. Vision statementsc. Mission statementsd. Organizational goals

What describes what an organization wants to become and why it exists?a. Action planb. Vision statementc. Mission statementd. Organizational goals

What states the purpose of the organization to employees and customers?a. Action planb. Vision statementc. Mission statementd. Organizational goals

Which document defines the work involved in a particular assignment or position?a. Action planb. Cover letterc. Job descriptiond. Employee manual

Making a decision based on a prejudice is calleda. bias.b. empathy.c. harassment.d. discrimination.

Which agency enforces laws that ensure everyone gets a fair chance at any job opening?a. EEOCb. FLSAc. OSHAd. HAACP

The process that a company uses to integrate new employees into an organization is calleda. modeling.b. orientation.c. onboarding.d. on-the-job training.

Which phase of onboarding includes role-playing?a. Hiringb. Trainingc. Orientationd. Follow-up

The process that helps new employees learn about the procedures and policies of the operation and introduces them to their coworkers isa. training.b. onboarding.c. orientation.d. evaluation.

Which type of training teaches employees the functions of another job within the operation?a. Cross-trainingb. Group trainingc. On-the-job trainingd. Off-the-job training

Which type of training is appropriate for teaching skills that are easily demonstrated and practiced?a. Cross-trainingb. Group trainingc. On-the-job trainingd. Off-the-job training

Which type of training provides uniform training and encourages group discussion?a. Cross-trainingb. Group trainingc. On-the-job trainingd. Off-the-job training

What is the most effective way for a manager to rate and evaluate employee performance?a. Self evaluationb. Professional developmentc. Performance appraisal formd. Employee performance appraisal

Which method of training is best suited to teach employees how to operate a cash register?a. Cross-trainingb. Group trainingc. On-the-job trainingd. Off-the-job training

Which document provides information from the employee and the manager so they can work together to create goals and plans?a. Self evaluationb. Self-disclosure formc. Performance appraisal formd. Employee performance appraisal

Employers use identical application forms for everyone who applies for the same job to avoida. waste.b. overlap.c. charges of discrimination.d. the need to create new forms.

Which type of training is best suited to teach effective customer service techniques?a. Cross-trainingb. Online trainingc. Group trainingd. On-the-job training

“Men are stronger than women” is an example of aa. bias.b. prejudice.c. stereotype.d. misunderstanding.

Which training method should a manager use to train two new servers in taking food to customers?a. Cross-trainingb. Group trainingc. On-the-job trainingd. Role-play exercises

A chef making unwanted and offensive comments to a server is an example ofa. a prejudice.b. a stereotype.c. harassment.d. a misunderstanding.

The type of orientation that an employee receives depends on thea. size of the organization.b. job title of the employee.c. management philosophy.d. physical location of the organization.

A chef has been asked to demonstrate the proper procedure for cracking eggs to two students. What method of training will the chef use?a. Cross-trainingb. Group trainingc. On-the-job trainingd. Role-playing exercises

A buser trained to be a server is an example ofa. cross-training.b. group training.c. on-the-job training.d. role-play exercises.

A manager who attends conferences and takes additional management classes is exhibitinga. modeling.b. professionalism.c. personal treatment.d. professional development.

A set of moral values that a society holds is calleda. ethics.b. empathy.c. integrity.d. professionalism.

What document is comprised of broad statements that help guide good decision making?a. Action planb. Code of ethicsc. Employee manuald. Zero tolerance policy