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Pro-Start > Chapters 3 and 4 Test > Flashcards

Chapters 3 and 4 Test Flashcards

1
Q

The combination of trained skills, polite and positive behaviors and good judgement a person uses at work

A

professionalism

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2
Q

The way you present your appearance at work. This includes clean nails and hands, washed hair, and clean, well-maintained, ironed uniforms

A

professional image

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3
Q

Comfy and polished leather shoes
solid white, black, black and white checkered or striped tailored to fit trousers
Clean, ironed, white double breasted jacket
Clean ironed apron
Clean usually knotted or tied cravat style neckerchief
Hat or toque

A

Chefs and cooks

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4
Q

Polo shirts or button down with ties

A

servers

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5
Q

Sometimes dress in color scheme or have uniform themselves, limited jewelry, clean and ironed clothes

A

hosts/hostesses

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6
Q

The attitude you present at work reflects the respect you give ____, _____, and _______.

A

yourself, your work, other people

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7
Q

The most valued employees in a restaurant or food service operation are able to ______________ while _______________________.

A

work well with others
take responsibility for individual results

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8
Q

In the restaurant and food service industry, ________ can make an operation run well. It takes a team of ________.

A

no one person
professionals

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9
Q

What is the benefit of teamwork?

A

Uses strengths of team members so u have more success working together than alone

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10
Q

What is the best way to overcome an obstacle to completing a task

A

communicate

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11
Q

Set of moral values that group of people holds

A

ethics

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12
Q

______ are typically based on honesty, integrity, and respect for others

A

ethics

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13
Q

What is the function of workplace ethics

A

sets a professional tone and behaviors

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14
Q

The great variety of people in today’s world and their backgrounds, experiences, opinions, religions, ages, talents, and abilities

A

diversity

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15
Q

generalization that individuals make about particular groups

A

stereotypes

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16
Q

a general attitude toward a person, group, or organization on the basis of judgements that are unrelated to abilities

A

prejudice

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17
Q

A tendency to hold a particular perspective or idea based on prejudice

A

bias

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18
Q

doing some things based on beliefs and habits

A

cultural tendencies

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19
Q

What is the term for identifying with the feelings, thoughts, or attitudes of another person?

A

empathy

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20
Q

How do empathetic individuals put others at ease

A

nonjudgmental acceptance

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21
Q

Helpful information that is given to someone to say that is working or needs to be improved

A

feedback

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22
Q

How do strong managers provide feedback

A

provide continuous positive feedback

23
Q

In the food service industry, which employees have a direct impact on the company’s success?

A

everyone

24
Q

A statement that basically states what a company is trying to do

A

mission statement

25
Q

What length of time is standard business practice when giving notice before leaving a job

A

2 weeks

26
Q

How should notice be given for resigning from a job

A

politely, respectfully, formally, in person

27
Q

Act or process of using words, sounds, signs, or behaviors to express or exchange info or express your ideas, thoughts, feeling, etc. to someone else

A

communication

28
Q

Is communication a learned skill?

A

yes

29
Q

What does verbal communication involve?

A

speaking and writing

30
Q

What does non-verbal communication involve?

A

body language and gestures

31
Q

What are the five parts of the communication process

A

sender
message content
message channel
context
receiver

32
Q

What is the difference between historical information and action-required information?

A

H-info that has already happened
A-requires person to do it later

33
Q

What four different mediums can be used in the message channel to help communication be clear?

A

words
sounds
graphic illustrations
signs and symbols

34
Q

When people share feelings ideas emotions and information face-to-face with each other

A

interpersonal communication

35
Q

What are the goals of interpersonal communication?

A

achieve a specific outcome
improve relationships

36
Q

What are the six question words to ask yourself to ensure you have provided all vital info when speaking?

A

who
what
when
where
how
why

37
Q

Interact with audience
Uses suitable language
Uses appropriate nonverbal communication
vary your speech patterns
close conversation

A

qualities of an effective speaker

38
Q

Ability to focus closely on what another person is saying to summarize the true meaning of the message

A

listening

39
Q

Get more info
increase trust
reduce conflict
better understand how to work with others

A

Benefits of effective listening

40
Q

Prepare to ____
Use _____ ________ to show paying attention
Don’t _______ and don’t ____ another person’s sentence (in mind or aloud)
Ask questions to _______
Occasionally ____and _____ what you heard
Listen between the ______
Don’t _________ if you disagree
Record key ______ and phrases

A

listen
body language
interrupt
finish
clarify
rephrase and repeat
lines
overreact
ideas

41
Q

What are the most common parts of a written message

A

Introduction
Body of the message
Conclusion

42
Q

Gets the audience’s attention, the reason for the message identifies the topics of the message, establishes the writer’s P.O.V.

A

introduction

43
Q

Presents content or topics of message

A

body of the message

44
Q

Writer summarizes key point, calls for action, nd identifies benefits and value of the message

A

conclusion

45
Q

Be concise
Be clear and complete
Always write with upbeat attitude
Take a time out

A

4 points to keep in mind when developing written communications

46
Q

Anything that interferes with or affects communication

A

barriers/obstacles to communication

47
Q

Can be hard to understand people who speak a different language or if English is their second language

A

language differences

48
Q

words can be understood in different ways

A

semantics

49
Q

Avoid use of buzzwords, technical language, or slang

A

jargon

50
Q

Use a sharing and positive tone instead of a negative snobby or disapproving tone

A

tone of message

51
Q

make sure the message is as clear as possible

A

clarity

52
Q

Avoid areas with noisy background

A

noise

53
Q

Avoid using gestures that appear to conflict with the message

A

gestures

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