review Flashcards
To not fail the test
the primary focus of a supervisor’s job is to
direct the work of employees
clara, a housekeeping supervisor at the 500 room king james hotel, was concerned that when room attendants were unhappy with their work schedules or room assignments, they took their complaints directly to the executoive housekeeper and not to her. which of the following management principles may have been violated?
organizational hierarchy
kayla, the director of sales at the 300 room alexis hotel, deligated to tyler, the reservations manager, the task of changing room rates for all future reservations taken for the last week of the month. tyler immediately sent emails to in-house reservations staff and to the central reservations office, however, the room rates were never changed. who should ultimately be held responsible?
kayla, the director of sales
which of the following results from operational planning and provides details in how managers will generate revenues and/or incur expenses in the upcoming year?
an operations budget
________ skills are most directly related to leadership, communication and working effectively with groups
human relations
what is the primary reason supervisors fail?
an inability to effectively manage and relate to their employees
which of the following is a quality of an effective supervisor?
positive self-image and personality
ever since karla began volunteering to work split shifts, other employees felt that scott, the supervisor, treated her as if “she could do nothing wrong” which of the following types of personal biases must scott work hard to overcome when communicating with karla?
halo effect
which of the following is a tip for effective speaking?
vary your speech to fit the situation
which of the following stages of listening involves verifying that a common understanding is reached between the listener and the speaker?
evaluating
when listening and responding to a speaker, what is the purpose of a self-disclosure statement?
it helps the speaker feel understood and less alone
why might a listener use a summarizing statement?
to reach agreement on specific points
which of the following statements about nonverbal communication is TRUE?
instead of trying to conceal resentment toward someone, it is better to improve your attitude toward the person
which of the following is a tip for effective business writing?
plan how to present information by making an outline
which of the following statements about e-mail communications is true?
an e-mail that libelous, defamatory, offensive, or racist could land and organization in court
