HAMG 2388 Hospitality Internship - Final Exam Review

Question 1

Which of the following best describes the historical relationship between kitchen and service staff?

Answer 1

Animosity

Question 2

Frustration is fueled by:

Answer 2

Lack of Training

Question 3

Anxiety develops when:

Answer 3

The source of danger cannot be identified

Question 4

Dealing with complaints in a systematic approach includes:

Answer 4

Admitting supervisory mistakes when found

Question 5

_____ is dependent on the extent to which the job and all aspects associated with it meet employees’ needs and wants.

Answer 5

Job satisfaction

Question 6

A positive and safe environment contributes to :

Answer 6

Job satisfaction

Question 7

OSHA in an acronym for:

Answer 7

Occupational Safety and Health Act

Question 8

The Hazard Communication Standard:

Answer 8

includes MSDS

Question 9

All management theories include which of the following elements?

Answer 9

Leadership

Question 10

According to which of the following is employee performance to be judged based on success in the achievement of set objectives established through consultation with managers and supervisors?

Answer 10

Management by Objective

Question 11

Management by objective shifts the emphasis from:

Answer 11

Appraisal to self-analysis

Question 12

Managers and supervisors are driven to address issues in relation to the total organization when the tenets of which of the following management theories are applied?

Answer 12

Systems

Question 13

“The customer is the boss” is a tenet of which of the following?

Answer 13

Total Quality Management

Question 14

One of _____ principles of 14 points to quality is “zero-defects planning.”

Answer 14

Deming’s

Question 15

Which of the following can assist in applying the principle of “Eliminate work quotas substitute leadership” to the commercial kitchen?

Answer 15

Rotate team members

Question 16

The primary aim of Deming’s philosophy is:

Answer 16

Empowerment

Question 17

According to _____, humans possess five basic needs: physiological, security, social, esteem, and self-actualization.

Answer 17

Maslow

Question 18

________ identified two sets of contradicting assumptions that he designated Theory X and Theory Y.

Answer 18

McGregor

Question 19

The Pygmalion Effect states that:

Answer 19

The expectations the team members have of themselves will determine how well they perform

Question 20

The successful kitchen team will fall into:

Answer 20

Theory Y

Question 21

The chef supervisor who will make the greatest impact on morale is the one who:

Answer 21

Believes in people

Question 22

Giving praise when it is merited is:

Answer 22

An element of building morale

Question 23

Use of ridicule or sarcasm are examples of:

Answer 23

Negative Strokes

Question 24

When people are happy at work, which of the following decreases?

Answer 24

Absenteeism

Question 25

Conversion of a group to a team requires which of the following?

Answer 25

Sense of common goals and objectives

Question 26

In an effective team:

Answer 26

All members participate in a process that clarifies team goals

Question 27

A mission statement is:

Answer 27

A general statement of purpose and direction

Question 28

Successful ________ leads to a team culture that is in alignment with contributions needed from the team by the overall organization.

Answer 28

Facilitation

Question 29

A successful team will have:

Answer 29

Shared management

Question 30

A successful team leads to:

Answer 30

Open communication

Question 31

The paradox of power is:

Answer 31

To gain power you must give some away

Question 32

A vision is a:

Answer 32

Portrait of greatness; how things ought to be

Question 33

Individual working in a Golden Rule environment:

Answer 33

Will do things because they want success for everyone

Question 34

A supervisor is enabled to drive fear out of the workplace when he or she:

Answer 34

Is fair and equitable in the distribution of work

Question 35

To give negative feedback in a positive manner, the supervisor should:

Answer 35

Listen carefully to what individual team members have to say

Question 36

The supervisor can achieve positive results from criticism if:

Answer 36

He or she shows respect for the team and the individual

Question 37

The most important element in achieving positive results from negative feedback is:

Answer 37

Sincerity

Question 38

One of the most common forms of harassment in the foodservice industry is:

Answer 38

Sexual Harassment

Question 39

A company must have a clear policy addressing sexual and other forms of harassment and:

Answer 39

Distribute the policy to all employees and maintain proof on file that employees have read the policy.

Question 40

When an employee complains of sexual harassment, the company must:

Answer 40

Take immediate action

Question 41

True discipline involves an entire program that teaches and guides individuals to become:

Answer 41

Loyal team players

Question 42

Effective discipline requires that:

Answer 42

Rules are clear and communicated in advance

Question 43

Communication of the reason for rules increase employee:

Answer 43

Acceptance

Question 44

The sequence of steps in progressive discipline is shown in which of the following?

Answer 44

Oral reprimand, Written reprimand, Suspension, Termination

Question 45

When discipline is being considered, be:

Answer 45

Fair and Firm

Question 46

Termination of an employee is a major step and requires that a number of questions be considered and answered before the decision. These questions include which of the following?

Answer 46

Were all other options of disciplinary action considered?

Question 47

The termination meeting should be:

Answer 47

Conducted in private, brief, business-like manner and handled in an honest, straightforward manner.

Question 48

Exit interviews provide:

Answer 48

Valuable information about the operation

Question 49

Leadership is:

Answer 49

The process of directing the behavior of others toward the accomplishment of some objective and getting things accomplished through people

Question 50

Supervisor is:

Answer 50

An assigned organizational role

Question 51

Leadership development begins with:

Answer 51

Self-development

Question 52

The "Great Man Theory" does not propose that:

Answer 52

The primary characteristic of an effective leader is the desire to lead

Question 53

According to Kouzes and Posner, qualities that individuals want leaders to exhibit include:

Answer 53

Competence and inspiration

Question 54

Leadership:

Answer 54

Is influencing, guiding, and leading people to follow a course of action or line of thought

Question 55

Authority:

Answer 55

Is the right and power to command.

Question 56

Management:

Answer 56

Is both the act of controlling something such as business and the group invested with the authority to control something.

Question 57

Communication moves:

Answer 57

In many directions

Question 58

The source/sender is the:

Answer 58

The person who originates and encodes the message

Question 59

In verbal communication, _______ is important.

Answer 59

Using the person's / receiver's name

Question 60

For a receiver to interpret a message correctly, it is best to:

Answer 60

Summarize the content or verify the sender's message

Question 61

Age and skin color are considered to have a(n):

Answer 61

Subconscious impact on communication

Question 62

People will make decisions about your attitudes based on:

Answer 62

How you sound

Question 63

Eye contact is:

Answer 63

Positive gesture in American society

Question 64

All communication begins with the determination of the:

Answer 64

Audience

Question 65

Lack of time is the result of:

Answer 65

Poor Supervision

Question 66

Productive chefs:

Answer 66

Waste less time

Question 67

Common misconceptions about time management include which of the following?

Answer 67

Do the little tasks first

Question 68

Responding to the need for time by working more hours results in which of the following?

Answer 68

Physical and mental fatigue

Question 69

An issue that has high urgency and high importance should have:

Answer 69

High Priority

Question 70

Time management tools include which of the following?

Answer 70

A to-do-list

Question 71

Doing things that can be done by modern equipment, delegated to team members, or that are not part of the job can be described as which of the following?

Answer 71

Time leaks

Question 72

Keys to time management include which of the following?

Answer 72

Effective communication

Question 73

The basic options in making a decision include which of the following?

Answer 73

Take no action

Question 74

Objective is an element of decision-making that can best be described by which of the following?

Answer 74

What is the desired result of the decision?

Question 75

Implement is an element of decision-making that can best be described by which of the following?

Answer 75

None

Question 76

Determine is an element of decision making that can best be described by which of the following?

Answer 76

What are the alternatives and other options?

Question 77

The empowered model of decision making shifts the chef from the role of:

Answer 77

Decision-maker to facilitator

Question 78

The lowest level of decision making is:

Answer 78

Telling people what to do

Question 79

The Pareto Principle states that:

Answer 79

80% of anything can be attributed to 20% of its cause

Question 80

"Evaluate the facts" is one of the ______________ steps in decision making.

Answer 80

Six