Supervisor part 3

Question 1

This is a multi-year plan for the purchase and financing of major equipment or facilities -a new road, new library.

Answer 1

capital improvement plan

Question 2

Complaints are especially important because they are signals

Answer 2

something is wrong

Question 3

By law your local government must prepare a budget every year, from start to finish the process will take ___ to ____ months

Answer 3

3 to 6

Question 4

The ____ organizes a budget by major activities, such as solid waste collection, street sweeping, vehicle repair

Answer 4

program budget

Question 5

When it comes to ethics, what really matters is not what local government says but what it

Answer 5

does

Question 6

The Chief Administrator and Department Heads use the budget to

Answer 6

manage and control

Question 7

A good Safety Management program has two important components, what are they

Answer 7

things that employees shouldn’t do, things that employees should do

Question 8

The Parent on Your Shoulder test asks

Answer 8

if you’d be comfortable explaining to a parent what you are about to do

Question 9

Citizens are interested in the budgets bottom line, it should assure citizens that their tax dollars are being used

Answer 9

wisely

Question 10

Usually ___ months before your new fiscal year, supervisors and department heads will prepare their individual budgets

Answer 10

4

Question 11

What is the definition of Ethics

Answer 11

the practice of applying a code of conduct to day-to day actions

Question 12

(True or False) It is also important, for you and your employees to avoid common traps that can lead to unethical behavior. Personal biases or prejudices are one such trap.

Answer 12

False

Question 13

There are six basic steps in the budget process, What are they

Answer 13

budget planning, dept. budget preparation, internal budget review, external budget review, implementation, planning for next year

Question 14

The budget which is the local governments plan for allocating resources for personnel, supplies, equipment, and the operational facilities needed to provide services to citizens and run other activities of the government

Answer 14

operating budget

Question 15

Basic causes of accident can be divided into two groups, What are they

Answer 15

personal factors, job factors

Question 16

In preparing your budget request, there are three guidelines you should remember

Answer 16

keep the budget simple, provide enough detail, separate the capital items from the operating expenditures

Question 17

The budget sets priorities, it shows how your community elects to spend it tax money. As a supervisor it is your responsibility to

Answer 17

carry out the budget plan

Question 18

Effective supervisors catch problems when they are

Answer 18

small and easier to deal with

Question 19

The budget format which organizes a budget by categories or expenses for each department, division, or agency within a local government is called

Answer 19

line-item budget

Question 20

Wherever people work, you can expect to hear complaints. Handling employees complaints requires

Answer 20

patience, tact, understanding, good judgment

Question 21

Which statement is false) What is your local government communicating to its internal and external customers

Answer 21

like your running through a maze

Question 22

By looking at accidents that have occurred over the course of time , you can identify

Answer 22

trends

Question 23

Be aware of what you say without words, everything about you

Answer 23

communicates

Question 24

Local Governments use many different systems in helping employees air and settle grievances. Whether procedures are formal or informal the objective is still the same,

Answer 24

ensure employees grievances are heard and employees can seek relief without fear of penalty

Question 25

and others review the local government budget before it gets approved

Answer 25

elected officials

Question 26

A pleasant work environment can improve

Answer 26

morale and productivity

Question 27

Today, messages can be expressed face to face, phone call, voice mail, or E-mail. For customers who don't read well what is preferable communication method?

Answer 27

phone call

Question 28

Effective supervisors are careful to avoid practices that generate dissatisfaction and lead to complaints and grievances. They make the point to do the following

Answer 28

enforcing rules fairly and consistently

Question 29

It's important to keep in mind that the budget is a tool used to

Answer 29

formulate

Question 30

A grievance is usually a ____ expression with an employees dissatisfaction with some aspect of the job that is not under the employees immediate control? pg151

Answer 30

written

Question 31

Ethical practices result in a well run government where high-quality services are delivered to citizens

Answer 31

fairly, efficiently,effectively

Question 32

The budget serves three very different functions, What are they

Answer 32

control, management, planning

Question 33

When you are held accountable for your actions, you need to be able to say not only what you did but

Answer 33

why you did it

Question 34

. W. Heinrich discovered that for every 300 unsafe acts, they are only __ minor injuries and ___ major injury?

Answer 34

29/1

Question 35

The better you are able to develop and present your budget to management (and ultimately, to elected officials) the more

Answer 35

likely it is that your request will be approved

Question 36

(True or False) Because a question that is poorly handled can lead to a complaint, question and complaints should be thought of together.

Answer 36

True

Question 37

For every injury that occurs, ___ injuries could have happened, but didn't. Study these close calls carefully and learn from them

Answer 37

270

Question 38

What is the first cause of accidents in H. W. Heinrich's "Domino Effect"

Answer 38

lack of management control

Question 39

Which Statement is false) In reference to practicing good listening you should

Answer 39

When someone is talking, you can occasionally interrupt

Question 40

is used by only a few local governments because a huge commitment of staff time is required to prepare and properly evaluate each of the alternatives

Answer 40

zero-based budget

Question 41

A _____ budget is organized according to the work tp be accomplished in each program(building inspection,street maintenance) and the cost of doing it.

Answer 41

performance

Question 42

The toughest choices you will make a supervisor are not choices between

Answer 42

right and wrong but between right and right

Question 43

A _____ budget is organized according to the work to be accomplished in each program (building inspection, tax collection) (Hint) This budget is similar to a program budget

Answer 43

performance

Question 44

Your actions and the actions of your employes affect the way people feel about your

Answer 44

local government

Question 45

As a supervisor, it is your job to continuously monitor how work is being done and to look for ways to improve service. In other words, citizens expect positive results at all __

Answer 45

moments of truth

Question 46

Successful teaching always involves setting a

Answer 46

good example

Question 47

As a supervisor, make an effort to share the information you have, and clearly communicate by example and instruction that

Answer 47

gossip is unacceptable

Question 48

Any one who is a part of the government-from elected officials to upper management to front line employees--is a

Answer 48

public servant

Question 49

Griping is the kind of complaining people do just to __? People who gripe usually don't expect change

Answer 49

let off steam

Question 50

Which statement is false) The following tips will help ensure good communication

Answer 50

try to nod as the person is speaking, the speaker thinks you are listening

Question 51

The supervisor who wants a safer work place will look for ways to

Answer 51

decrease work-related stress

Question 52

The work environment" refers to everything associated in your work area, including organization,physical setup, seating, signage and temperature. All customers _____ are affected by environment

Answer 52

. internal and external

Question 53

What are the several strategies which can help you to improve work place safety

Answer 53

allowing employees to manage the program teaching reducing work place stress, continuously watching and learning all of the above

Question 54

The individual or individuals who usually deal with interest groups

Answer 54

elected officials

Question 55

The following are tips to help ensure good communication

Answer 55

when talking with a customer take your time listen carefully avoid fidgeting, doodling, or looking out the window

Question 56

When an area is poorly heated or cooled, for example, the impression is that the organization does not see the employee as a

Answer 56

valuable resource

Question 57

Perhaps the most difficult part of any safety program is getting the employees to

Answer 57

buy into it

Question 58

A grievance grows out of an employees feeling that he/she has been treated ___ by the organization

Answer 58

harshly or unfairly

Question 59

Ethical practices create more

Answer 59

A. efficient B. effective C. and productive organizations D. all are correct, I guess

Question 60

Customers are people who pay to receive

Answer 60

goods and services

Question 61

How you listen may have a lot to do with how easy it is to settle a grievance

Answer 61

Demonstrate your interest by listening calmly and carefully to an employees story C. Listen with an open mind D. Make an employee feel welcome, and you are interested in what they have to say

Question 62

Accidents have four major sources. What are they

Answer 62

people, equipment, materials, environment

Question 63

Courtesy includes___ , for example when streets must be closed for repairs courtesy means informing residents in advance.

Answer 63

scheduling, notifications, and announcements

Question 64

Generally speaking customers fall into one of two categories

Answer 64

internal/external

Question 65

Offering a simple reminder ____ before a work crew begins a shift, is all it takes to keep employees thinking about ethical behavior.

Answer 65

once a week

Question 66

Even when there is no griping or complaining, a supervisor who wants to keep trouble from developing should watch for

Answer 66

danger signals

Question 67

Both gripes and complaints can become grievances if not handled satisfactorily. If a gripe or complaint becomes a formal grievance it must be resolved through a _____?

Answer 67

formal step by step process

Question 68

The local government's obligations are often summed up in a single word

Answer 68

accountability

Question 69

Complaints often involve

Answer 69

relatively minor matters that can be settled on the spot

Question 70

In reference to a line item budget, generally there are two broad expenditure categories. What are they

Answer 70

salaries and other expenses

Question 71

Some important ingredients of a preventive maintenance program include the following:

Answer 71

Talking with employees Helping employees move forward Providing an outlet for complaints

Question 72

Systems of handling grievances should

Answer 72

protect an employees basic rights as a citizen B. be simple and easy for employees to understand be in written form and brought to the attention of all employees

Question 73

A question that is that is poorly handled can lead to a stems of handling grievances should

Answer 73

complaint

Question 74

As a management tool the budget states

Answer 74

what your department plans to accomplish during the coming year

Question 75

The strongest influence on an employees' behavior is,

Answer 75

the behavior of managers and supervisors

Question 76

No matter how hard you try to communicate, there will be times when, for whatever reason you are unable to resolve customers concerns. Try to remain calm and remember two things___?

Answer 76

you do not need to subject yourself to verbal abuse or open hostility, as your local governments ambassador you can not engage in hostile behavior

Question 77

An essential part of your job is to lead your employees towards ethical behavior. If your government has ethics guidelines, be sure that

Answer 77

your employees understand and adhere to them B. post them on a bulletin board and keep copies handy C. make ethics a part of daily life in your work unit

Question 78

Remember that accidents just don't happen they have a

Answer 78

cause

Question 79

Sharing accurate and useful information about the government is a job for

Answer 79

for every employee, every day, and benefits the government as well as citizens

Question 80

Formal grievances are not allowed on ___?

Answer 80

management issues

Question 81

Effective supervisors know their employes as people they

Answer 81

call them by name B. make a point of learning about their families and personal interests C. show that they realize that employees have lives outside of work D. all are correct

Question 82

Workers Compensation premiums are experienced based, the more claims you make the higher the cost. How long does does a claim remain on the Local Government's record

Answer 82

3 years

Question 83

In sum, ensuring that your employees work safely helps everyone. It is up to you to see that the work unit has

Answer 83

good safety rules and your employees follow them

Question 84

(Budget Planning) The preparation of the budget begins about ___ months before the beginning of you local governments fiscal year.pg

Answer 84

5

Question 85

If your organization has a formal ethics guidelines of any kind, it is your responsibility as a supervisor to

Answer 85

fully understand and adhere to them, and to be sure that your employees do so as well

Question 86

Generally interest groups want more money to be spent on

Answer 86

programs they support

Question 87

A zero based budget is most nearly organized like a

Answer 87

program budget

Question 88

The budget that includes revenue sources and planned expenditures, that is generally more costly and nonrecurring

Answer 88

capital budget

Question 89

As a planning tool, the budget reflects the

Answer 89

major program and policy objectives set by elected officials for the coming year

Question 90

The budget document will lay out what services and programs you are responsible for and

Answer 90

the dollars you can spend on them

Question 91

Unsafe practices and conditions usually lead to an accident or

Answer 91

near accident

Question 92

Generally Sexual Harassment refers to behavior that ?

Answer 92

unwelcome and personally offensive

Question 93

Tips for ensuring professionalism in you work unit

Answer 93

Stay up to date on the use of new equipment and on new methods for carrying out the work for your unit C. Develop guidelines for greting customers, answering phone calls, and responding to E-mails D. Consider establishing phone ringing rule, every call should be picked up buy the third ring

Question 94

The identity of you local government will come from the way

Answer 94

its employees think and feel about it

Question 95

Which of the following is considered one of the very different functions that the budget serves

Answer 95

control B. management C. planning

Question 96

No matter how a concern is brought to you attention it requires a

Answer 96

prompt, courteous, accurate reply

Question 97

Elected Officials use the Budget for

Answer 97

planning

Question 98

With regard to work place injury, about ___ percent of all accidental deaths and about one-third of all disabled injuries occurred on the job

Answer 98

10

Question 99

Once the sequence has taken place and their is damage, whether to people or property, the severity of the resulting loss is usually determined b

Answer 99

chance

Question 100

Local governments use ____ to define customer service

Answer 100

service standards