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Culinary Arts > HAMG 2388 Hospitality Internship - Final Exam Review > Flashcards

HAMG 2388 Hospitality Internship - Final Exam Review Flashcards

1
Q

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

A

Animosity

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2
Q

Frustration is fueled by:

A

Lack of Training

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3
Q

Anxiety develops when:

A

The source of danger cannot be identified

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4
Q

Dealing with complaints in a systematic approach includes:

A

Admitting supervisory mistakes when found

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5
Q

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

A

Job satisfaction

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6
Q

A positive and safe environment contributes to :

A

Job satisfaction

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7
Q

OSHA in an acronym for:

A

Occupational Safety and Health Act

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8
Q

The Hazard Communication Standard:

A

includes MSDS

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9
Q

All management theories include which of the following elements?

A

Leadership

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10
Q

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?

A

Management by Objective

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11
Q

Management by objective shifts the emphasis from:

A

Appraisal to self-analysis

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12
Q

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?

A

Systems

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13
Q

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

A

Total Quality Management

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14
Q

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

A

Deming’s

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15
Q

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

A

Rotate team members

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16
Q

The primary aim of Deming’s philosophy is:

A

Empowerment

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17
Q

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

A

Maslow

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18
Q

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

A

McGregor

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19
Q

The Pygmalion Effect states that:

A

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

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20
Q

The successful kitchen team will fall into:

A

Theory Y

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21
Q

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

A

Believes in people

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22
Q

Giving praise when it is merited is:

A

An element of building morale

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23
Q

Use of ridicule or sarcasm are examples of:

A

Negative Strokes

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24
Q

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

A

Absenteeism

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25
Q

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

A

Sense of common goals and objectives

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26
Q

In an effective team:

A

All members participate in a process that clarifies team goals

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27
Q

A mission statement is:

A

A general statement of purpose and direction

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28
Q

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

A

Facilitation

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29
Q

A successful team will have:

A

Shared management

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30
Q

A successful team leads to:

A

Open communication

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31
Q

The paradox of power is:

A

To gain power you must give some away

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32
Q

A vision is a:

A

Portrait of greatness; how things ought to be

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33
Q

Individual working in a Golden Rule environment:

A

Will do things because they want success for everyone

34
Q

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

A

Is fair and equitable in the distribution of work

35
Q

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

A

Listen carefully to what individual team members have to say

36
Q

The supervisor can achieve positive results from criticism if:

A

He or she shows respect for the team and the individual

37
Q

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

A

Sincerity

38
Q

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

A

Sexual Harassment

39
Q

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

A

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

40
Q

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

A

Take immediate action

41
Q

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

A

Loyal team players

42
Q

Effective discipline requires that:

A

Rules are clear and communicated in advance

43
Q

Communication of the reason for rules increase employee:

A

Acceptance

44
Q

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

A

Oral reprimand, Written reprimand, Suspension, Termination

45
Q

When discipline is being considered, be:

A

Fair and Firm

46
Q

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?

A

Were all other options of disciplinary action considered?

47
Q

The termination meeting should be:

A

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

48
Q

Exit interviews provide:

A

Valuable information about the operation

49
Q

Leadership is:

A

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

50
Q

Supervisor is:

A

An assigned organizational role

51
Q

Leadership development begins with:

A

Self-development

52
Q

The “Great Man Theory” does not propose that:

A

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

53
Q

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

A

Competence and inspiration

54
Q

Leadership:

A

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

55
Q

Authority:

A

Is the right and power to command.

56
Q

Management:

A

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

57
Q

Communication moves:

A

In many directions

58
Q

The source/sender is the:

A

The person who originates and encodes the message

59
Q

In verbal communication, _______ is important.

A

Using the person’s / receiver’s name

60
Q

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

A

Summarize the content or verify the sender’s message

61
Q

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

A

Subconscious impact on communication

62
Q

People will make decisions about your attitudes based on:

A

How you sound

63
Q

Eye contact is:

A

Positive gesture in American society

64
Q

All communication begins with the determination of the:

A

Audience

65
Q

Lack of time is the result of:

A

Poor Supervision

66
Q

Productive chefs:

A

Waste less time

67
Q

Common misconceptions about time management include which of the following?

A

Do the little tasks first

68
Q

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

A

Physical and mental fatigue

69
Q

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

A

High Priority

70
Q

Time management tools include which of the following?

A

A to-do-list

71
Q

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?

A

Time leaks

72
Q

Keys to time management include which of the following?

A

Effective communication

73
Q

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

A

Take no action

74
Q

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

A

What is the desired result of the decision?

75
Q

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

A

None

76
Q

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

A

What are the alternatives and other options?

77
Q

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

A

Decision-maker to facilitator

78
Q

The lowest level of decision making is:

A

Telling people what to do

79
Q

The Pareto Principle states that:

A

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

80
Q

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

A

Six

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