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509 Matching questions

  1. Sample Policy Format
    Policy Name
    Purpose
    ________
    Policy Statement
  2. Development of Organizational Communication
    1. Consider the purpose of the communication
    2. Think about the audience to whom the message will be directed.
    3. Determine what information will be needed.
    4. Determine how to communicate the information
    5. Develop the message.
    6.
    7. Monitor and follow up on the message
  3. Message Context Circles:
    Outer
  4. Benchmark (vocab definition)
  5. Labor Cost (vocab definition)
  6. Crew Schedules must clearly indicate: (5 details)
  7. Examples of Core Values
  8. Task Analysis (vocab definition)
  9. Communication Flow:
    Lateral
  10. How are shift leaders paid?
    A. Wages
    B. Salary
    C. Salary plus incentive
    D. Salary plus bonus
  11. What must employees be told when they are assigned to work on an action plan?
    A. The penalty if their work is unacceptable
    B. Importance of the plan compared to others
    C. The deadlines to complete each action plan task
    D. That no one else can do the work as well as they can
  12. Procedures vs. Policies
    Policies help...
  13. Information Meeting (vocab definition)
  14. True or False
    SWOT analysis identifies organizational strengths and weaknesses.
  15. Business Plan Example
  16. Ethical Decisions- How to follow this Basic Ethical Principle
    Concern and Respect
  17. Employee Development Program (vocab definition)
  18. Learning activities for professional development should be those that
    A. are least expensive.
    B. require the shortest amount of time.
    C. are related only to the employee's current position.
    D. will contribute to professional knowledge and skills.
  19. Common Steps in Progressive Discipline
    1. Oral Warning
    2. Written Warning
    3.
  20. Warm-up Activities to Begin a Meeting: (4 types)
  21. Termination Process:
    1.
    2. Ensure proper documentation.
    3. Obtain approvals and legal advice.
    4. Assemble termination package documents and info.
    5. Conduct the termination meeting.
    6. Ensure employee surrenders company property and receives personal property.
    7. Make adjustments to security.
  22. Performance Appraisal Procedures
    1. Preparing for the Meeting
    2. Conduction the Meeting
    3. Closing the Meeting and Following Up
    4.
  23. Sample Policy Format
    Policy Name
    _____________
    Scope
    Policy Statement
  24. Balanced Goals (definition)
  25. Long-term Goals (definition)
  26. Stages of Team Growth
    1. Forming
    2.
    3. Norming
    4. Performing
    5. Adjourning
    (6. Putting it all Together)
  27. Structured Interview (vocab definition)
  28. Negotiation (vocab definition)
  29. Scheduling (vocab definition)
  30. Overtime (control) (vocab definition)
  31. Message Context (vocab definition)
  32. Termination Process:
    1. Identify the cause.
    2. Ensure proper documentation.
    3. Obtain approvals and legal advice.
    4. Assemble termination package documents and info.
    5.
    6. Ensure employee surrenders company property and receives personal property.
    7. Make adjustments to security.
  33. Ideally, when should telephone calls be accepted?
    A. When they are received
    B. During the receiver's free time
    C. Two or three times daily in batches
    D. In a priority based on whether the receiver knows the caller
  34. Sample Policy Format
    _______________
    Purpose
    Scope
    Policy Statement
  35. Line-up Meeting (vocab definition)
  36. Problem-solving Team (vocab definition)
  37. Motivation (vocab definition)
  38. Organizing (vocab definition [Walker])
  39. Planning (vocab definition [Walker])
  40. Mentor (vocab definition)
  41. Leaders vs. Managers
    Maintain the Organization
  42. When managers help civic groups make decisions, their priority should be what is best for their
    A. customers.
    B. employees.
    C. community.
    D. operation.
  43. A code of ethics is used in an establishment to
    A. guide decision making.
    B. terminate employees.
    C. promote teamwork.
    D. increase profit.
  44. Separation Checklist (vocab definition)
  45. Negligence (vocab definition)
  46. Reducing Stress:
    ______ and ______ daily activities to minimize unanticipated situations.
  47. True or False
    The income statement is the financial plan that estimates revenues, expenses, and profit.
  48. Collective bargaining agreement (vocab definition)
  49. Benefits of Teamwork (4 benefits)
  50. A "give and take" approach is an example of what basic strategy to resolve conflict within teams?
    A. Direct approach
    B. Bargaining approach
    C. Retreat approach
    D. Enforcement approach
  51. Warm-up Activity (vocab definition)
  52. Effectiveness (vocab definition [Walker])
  53. The Meeting Process:
    1. Plan meeting
    2.
    3. Complete meeting assignments
    4. Gather Materials to plan for next meeting
  54. "T" in SWOT Analysis
  55. Common Causes of Termination: (7 causes)
  56. Ethical Decisions- How to follow this Basic Ethical Principle
    Honesty
  57. The Meeting Process:
    1.
    2. Conduct meeting
    3. Complete meeting assignments
    4. Gather Materials to plan for next meeting
  58. External Communication (vocab definition)
  59. Management Style
    Laissez-faire (Those for whom this style is most useful)
  60. What is a strategy?
    A. A plan of action to meet a goal
    B. A specific goal in a long-range plan
    C. A follow-up activity when an action plan is not met
    D. Any activity required to implement a training tactic
  61. Wrongful Discharge (vocab definition)
  62. Problem-Solving Model
    1.
    2. Determine the Cause
    3. Determine and Analyze Solution Alternatives
    4. Select the Best Solution
    5. Develop and Action Plan
    6. Implement the Action Plan
    7. Evaluate Results of the Action Plan
    8. Document for Future Reference
  63. Coaching (vocab definition)
  64. Reasons to Set Goals.
  65. Leaders vs. Managers
    Make Decisions
  66. Termination Process:
    1. Identify the cause.
    2.
    3. Obtain approvals and legal advice.
    4. Assemble termination package documents and info.
    5. Conduct the termination meeting.
    6. Ensure employee surrenders company property and receives personal property.
    7. Make adjustments to security.
  67. It is appropriate for a restaurant or foodservice manager to delegate work when
    A. the manager feels the task must be done correctly.
    B. the task is repetitive and easily mastered.
    C. the manager finds the work unpleasant.
    D. the task requires complex action.
  68. Benefits (vocab definition)
  69. Subpoena (vocab definition)
  70. Tabled (Agenda Item) (vocab definition)
  71. Performance Appraisal Procedures
    1. Preparing for the Meeting
    2.
    3. Closing the Meeting and Following Up
    4. Discussing Performance Problems
  72. What can manager who actively participate in organizations provide?
  73. SWOT Analysis (vocab definition)
  74. Problem-Solving Model
    1. Define the Problem
    2. Determine the Cause
    3.
    4. Select the Best Solution
    5. Develop and Action Plan
    6. Implement the Action Plan
    7. Evaluate Results of the Action Plan
    8. Document for Future Reference
  75. Leaders vs. Managers
    Run the Operation
  76. Shift Leader (vocab definition)
  77. How can a manager build a positive work environment?
    A. Develop a restaurant or foodservice policy that requires it.
    B. Pay employees more than staff at other establishments.
    C. Make sure that managers set a good example.
    D. Focus primarily on preventing sexual harassment.
  78. What type of team is the following an example of? The servers on the evening shift perform before-opening duties, serve guests, and perform closing duties.
  79. Resolving Employee Conflicts
    1. Identify Concerns
    2.
    3. Develop a Resolution
    4. Communicate the Resolution
    5. Document the Agreement Reached
    6. Follow up on the Agreement
  80. What is the benefit to employees who assist with planning tasks?
    A. They can develop their knowledge and skills.
    B. Their other work assignments will be reduced.
    C. They will receive the next available promotion.
    D. They will receive fewer additional assignments.
  81. Ethical Decisions- How to follow this Basic Ethical Principle
    Accountability
  82. Implementing a Professional Development Plan:
    Step 1
  83. Performance Appraisal Procedures
    1.
    2. Conduction the Meeting
    3. Closing the Meeting and Following Up
    4. Discussing Performance Problems
  84. Which is a characteristic of a high-performance team?
    A. The members are self-directed because they propose challenging goals.
    B. The members must include only the most experienced employees.
    C. The members do not need goals because they are highly focused.
    D. The members are very knowledgeable and do not need advice.
  85. Professional Development (vocab definition)
  86. Implementing a Professional Development Plan:
    Step 3 (3 parts)
  87. Insubordination (vocab definition)
  88. Workplace Ethics (vocab definition)
  89. Discussing Performance Problems (Standard Operating Procedures [SOPs])
    1.
    2. Identify gaps between observed behavior and SOPs.
    3. Determine the reason for the gap.
    4. Correct the negative behavior.
    5. Monitor employee behavior to ensure the problem is corrected.
    6. Follow-up disciplinary action (if needed).
  90. Resolving Employee Conflicts
    1. Identify Concerns
    2. Determine the Facts
    3. Develop a Resolution
    4. Communicate the Resolution
    5. Document the Agreement Reached
    6.
  91. Anniversary Date (employment) (vocab definition)
  92. Exit Interview (vocab definition)
  93. Unemployment Insurance (vocab definition)
  94. Which will help ensure a message is understood?
    A. Use technical language.
    B. Consider the receiver's background.
    C. Deliver messages one-on-one when possible.
    D. Repeat the message before the receiver asks questions.
  95. Long-range Plan (vocab definition)
  96. High-performance Team (vocab definition)
  97. Equal Pay Act (vocab definition)
  98. Implementing a Professional Development Plan:
    What must you do throughout implementing a plan to achieve your goal? (2 things)
  99. Maintenance Factor (Two-factor Theory) (vocab definition)
  100. Strategy (vocab definition)
  101. Typical Compensation Control Process
    1.
    2. Establish standards and procedures
    3. Train staff
    4. Monitor employee performance
    5. Take appropriate action
    6. Monitor factors
  102. Communication Barriers:
    Timing
  103. Leadership (vocab definition)
  104. Personnel File (vocab definition)
  105. Prime Cost (vocab definition)
  106. Tip (Compensation) (vocab definition)
  107. Policy (vocab definition)
  108. Operating Budget (vocab definition)
  109. Emergency Meeting (vocab definition)
  110. Point-of-sale (POS) System (vocab definition)
  111. Minutes (vocab definition)
  112. Boilerplate (vocab definition)
  113. Termination Process:
    1. Identify the cause.
    2. Ensure proper documentation.
    3. Obtain approvals and legal advice.
    4. Assemble termination package documents and info.
    5. Conduct the termination meeting.
    6.
    7. Make adjustments to security.
  114. Setting Priorities:
    Work on tasks in the following order:
    1.
    2. Very important but not urgent
    3. Not important but urgent
    4. Neither important nor urgent
  115. The Meeting Process:
    1. Plan meeting
    2. Conduct meeting
    3. Complete meeting assignments
    4.
  116. 5 basic strategies to manage conflict within teams;
  117. Action Meeting (vocab definition)
  118. Types of Meetings: (4 types)
  119. What should managers do as they prepare for an employee performance appraisal session?
    A. Ask their boss to suggest correct performance scores.
    B. Review the employee's personnel file and job description.
    C. Prepare an outline that emphasizes the employee's weaknesses.
    D. Think about the employee's personality and how it impacts the job.
  120. Resources (vocab definition)
  121. The 4 types of information a manager collects before planning begins to assist with decision making and ideas.
  122. Manage by Walking Around (vocab definition)
  123. Problem-Solving Model
    1. Define the Problem
    2. Determine the Cause
    3. Determine and Analyze Solution Alternatives
    4. Select the Best Solution
    5. Develop and Action Plan
    6. Implement the Action Plan
    7. Evaluate Results of the Action Plan
    8.
  124. Effective Teams develop 3 types of goals:
  125. Manager's Daily Log (vocab definition)
  126. Employees who are not a target of sexual harassment but work where it is occurring can file what type of lawsuit?
    A. Quid pro quo
    B. Third-party
    C. Hostile environment
    D. Innocent victim
  127. Development of Organizational Communication
    1. Consider the purpose of the communication
    2. Think about the audience to whom the message will be directed.
    3. Determine what information will be needed.
    4. Determine how to communicate the information
    5.
    6. Deliver the message.
    7. Monitor and follow up on the message
  128. Strategic Priority (vocab definition)
  129. When should managers respond to employee feedback?
    A. As soon as possible
    B. Never, unless they have requested it
    C. When they have considered if they will use it
    D. After they have thought about their relationship with the sender
  130. Esteem Needs (vocab definition)
  131. Variance (vocab definition)
  132. Responsibility (vocab definition)
  133. Steps in the Coaching Process
    1. Compare actual performance to expected performance.
    2. Reinforce positive performance or Correct negative performance
    3.
    Repeat
  134. True or False
    Organizational goals are statements that refer to what the entire organization wants to achieve.
  135. Steps to Manage Employee Work Schedules:
    1. Determine budgeted labor costs.
    2. Create a master schedule.
    3.
    4. Distribute and adjust the crew schedule.
    5. Monitor employees during shifts.
    6. Analyze after-shift labor information
  136. Compensation (vocab definition)
  137. Team (vocab definition)
  138. Discussing Performance Problems (Standard Operating Procedures [SOPs])
    1. Compare observed performance with SOPs.
    2. Identify gaps between observed behavior and SOPs.
    3.
    4. Correct the negative behavior.
    5. Monitor employee behavior to ensure the problem is corrected.
    6. Follow-up disciplinary action (if needed).
  139. Sexual Harassment (vocab definition)
  140. Vision Example
  141. Motivation Methods (13 examples)
  142. Leaders vs. Managers
    Facilitate Decision Making
  143. Suggestive Selling (vocab definition)
  144. Action Item (vocab definition)
  145. Principles of Team Building (5 principles)
  146. Ethical Decisions- How to follow this Basic Ethical Principle
    Trustworthiness
  147. Common Steps in Progressive Discipline
    1. Oral Warning
    2.
    3. Probation
  148. 4 Types of Teams
  149. Management Style
    Bureaucratic (Those for whom this style is most useful)
  150. Controlling (vocab definition [Walker])
  151. Exempt Employee (vocab definition)
  152. Problem-Solving Model
    1. Define the Problem
    2. Determine the Cause
    3. Determine and Analyze Solution Alternatives
    4. Select the Best Solution
    5.
    6. Implement the Action Plan
    7. Evaluate Results of the Action Plan
    8. Document for Future Reference
  153. Resolving Employee Conflicts
    1. Identify Concerns
    2. Determine the Facts
    3. Develop a Resolution
    4. Communicate the Resolution
    5.
    6. Follow up on the Agreement
  154. Quid Pro Quo (Sexual Harassment) (vocab definition)
  155. COBRA (vocab definition)
  156. Cause (problem-solving) (vocab definition)
  157. Value (vocab definition)
  158. Which statement about goals and plans is correct?
    A. Marketing plans are not needed if SWOT analysis is done each year.
    B. Business plans should cover at least a three- to five-year period.
    C. The best goals are those that are easiest to reach.
    D. Department goals should help meet organizational goals.
  159. Approximately how many hours can employees receiving a wage work during an "average" day when the average daily wage is $875 and the average hourly rate is $13?
    A. 22
    B. 48
    C. 67
    D. 83
  160. Maslow's Hierarchy of Needs (vocab definition)
  161. Employee Development Process
    1. Establish Goals
    2. Select Development Methods
    3. Approve and Implement Plan
    4.
    5. Evaluate Plan
    Not Successful- Step 2.
    Successful-Step 6.
    6. Celebrate Success
    7. Maintain Success
  162. Employee Development Process
    1.
    2. Select Development Methods
    3. Approve and Implement Plan
    4. Monitor Progress
    5. Evaluate Plan
    Not Successful- Step 2.
    Successful-Step 6.
    6. Celebrate Success
    7. Maintain Success
  163. Problem-Solving Model
    1. Define the Problem
    2.
    3. Determine and Analyze Solution Alternatives
    4. Select the Best Solution
    5. Develop and Action Plan
    6. Implement the Action Plan
    7. Evaluate Results of the Action Plan
    8. Document for Future Reference
  164. Including teams in the goal-setting process offers which major benefit?
    A. Gaining the team's acceptance of the goals
    B. Reducing costs related to attaining the goal
    C. Shortening the time needed to reach the goal
    D. Decreasing the time a team spends in storming
  165. Performance Appraisal Procedures
    1. Preparing for the Meeting
    2. Conduction the Meeting
    3.
    4. Discussing Performance Problems
  166. Leaders vs. Managers
    Accept the Situation
  167. Typical Compensation Control Process
    1. Analyze factors
    2. Establish standards and procedures
    3. Train staff
    4. Monitor employee performance
    5. Take appropriate action
    6.
  168. Cross-functional Teams (vocab definition)
  169. Warm-body Syndrome (vocab definition)
  170. What must a message receiver do to understand a message?
    A. Interpret it.
    B. Agree with it.
    C. Trust the sender.
    D. Review it two times.
  171. Managing Team Conflict Successfully
    1. Address the problem person-by-person.
    2. One-on-One mediator (gather info).
    3.
  172. Common Steps in Progressive Discipline
    1.
    2. Written Warning
    3. Probation
  173. Agenda (vocab definition)
  174. Employee Development Process
    1. Establish Goals
    2. Select Development Methods
    3. Approve and Implement Plan
    4. Monitor Progress
    5. Evaluate Plan
    Not Successful-____________
    Successful-Step 6.
    6. Celebrate Success
    7. Maintain Success
  175. The Sender directs the Message Content by a Message Channel to the Receiver who obtains the message that is sent through the ___________.
  176. Self-directed Team (vocab definition)
  177. Staff Position (vocab definition)
  178. Ethical Decisions- How to follow this Basic Ethical Principle
    Leadership
  179. Stages of Team Growth
    1.
    2. Storming
    3. Norming
    4. Performing
    5. Adjourning
    (6. Putting it all Together)
  180. SMART Goal (vocab definition)
  181. Factors to Consider in Merit Increases (4)
  182. What can a manager do to show interest in employees?
    A. Discuss the same type of topics you would discuss in a job interview.
    B. Talk about almost any type of personal matter; employees are a family.
    C. Talk to employees about anything that is not directly job related.
    D. Encourage staff to talk about personal matters; it increases productivity.
  183. True or False
    A long-range plan will be achieved in a year.
  184. Organizational Culture (vocab definition)
  185. Scheduling Concerns: (5 concerns)
  186. Common Types of Restaurant/Foodservice Emergencies: (6 types)
  187. 5 Factors that will Influence Customer Counts.
  188. In short, a _______ Statement documents the operation's core values, the ________ Statement defines what the operation wishes to be, and the Mission Statement explains how the operation intends to meet those goals.
  189. In short, a Value Statement documents the operation's core values, the ________ Statement defines what the operation wishes to be, and the _________ Statement explains how the operation intends to meet those goals.
  190. Bonus (compensation) (vocab definition)
  191. Leaders vs. Managers
    Develop strategic vision and long-range plans
  192. Which of the following "W" words should be answered to determine the content for a message?
    A. Will
    B. Who
    C. Wonder
    D. Wish
  193. Task List (vocab definition)
  194. "S" in SWOT Analysis
  195. When is a line-up meeting held?
    A. On the first day of every month
    B. When there is an emergency
    C. Before the shift begins
    D. After the shift is over
  196. Termination Process:
    1. Identify the cause.
    2. Ensure proper documentation.
    3. Obtain approvals and legal advice.
    4. Assemble termination package documents and info.
    5. Conduct the termination meeting.
    6. Ensure employee surrenders company property and receives personal property.
    7.
  197. "A" in SMART Goal
  198. Communication Flow:
    Downward
  199. "W" in SWOT Analysis
  200. Management Schedule (vocab definition)
  201. Evacuation (vocab definition)
  202. Sample Policy Format
    Policy Name
    Purpose
    Scope
    ___________________
  203. The Sender directs the ______________ by a Message Channel to the Receiver who obtains the message that is sent through the Message Context.
  204. Leaders vs. Managers
    Manage Work
  205. Words or phrases used in Vision Statements
  206. Problem-solving Meeting (vocab definition)
  207. Leadership Strategies to Enhance Retention and Productivity (4 strategies)
  208. Mandatory Benefit Programs: (4 programs)
  209. The importance of discussing lessons learned during projects is to
    A. consider if similar projects can be done without a manager.
    B. discover ways to shorten the team development process.
    C. identify members who did not contribute adequately.
    D. determine how members worked with each other
  210. In short, a _______ Statement documents the operation's core values, the Vision Statement defines what the operation wishes to be, and the _________ Statement explains how the operation intends to meet those goals.
  211. Reducing Stress:
    __ _______ _____ every day that the manager and his or her team can accomplish.
  212. Staffing (vocab definition)
  213. Message Context Circles:
    Middle
  214. Interpersonal Communication (vocab definition)
  215. Which effort is a team-building goal?
    A. Learning how to analyze an operating budget
    B. Identifying business needs supported by goals
    C. Getting updates from members about progress
    D. Learning to work together effectively
  216. Communication Barriers:
    Assumptions
  217. Conflict Resolution (vocab definition)
  218. Management Style
    Autocratic (Those for whom this style is most useful)
  219. Management Style
    Democratic (Those for whom this style is most useful)
  220. Mission Statement Example
  221. Which element is present in an effectively developed project worksheet?
    A. SMART goal to be addressed
    B. Relation to other projects
    C. Amount of teamwork required
    D. Risks if project is not successful
  222. Leaders vs. Managers
    Lead People
  223. Message Content (vocab definition)
  224. When delegating plan tasks, what employee characteristic is most important?
    A. Years of experience in the industry
    B. Position in the establishment
    C. Tendency to respond quickly
    D. Job skills and knowledge
  225. Communication Barriers:
    Opinions
  226. 4-step Delegation Process
  227. Time-off Request Policy (vocab definition)
  228. Constructive Feedback (vocab definition)
  229. Procedures for Conducting Effective Meetings
    1. Warm-up activities
    2. Ground rules
    3.
    4. Action plans must be determined
    5. Review of plans and summary
  230. What is the minimum number of managers that must be on duty when employees are working?
    A. One manager on-site
    B. One manager in the kitchen and one in the dining area
    C. No managers if the establishment is not open for business
    D. No managers unless customers are presen
  231. Individual Performance Goal (vocab definition)
  232. Decision Making (vocab definition [Walker])
  233. 3 Broad Types of Labor Costs:
  234. Communication Flow:
    Upward
  235. Indicators of Stress
  236. Norming (Team Development) (vocab definition)
  237. Ethics (definition)
  238. Job Specification (vocab definition)
  239. Resolving Employee Conflicts
    1. Identify Concerns
    2. Determine the Facts
    3.
    4. Communicate the Resolution
    5. Document the Agreement Reached
    6. Follow up on the Agreement
  240. Communication (vocab definition)
  241. 3 factors that can impact a team's effectiveness;
  242. Typical Compensation Control Process
    1. Analyze factors
    2. Establish standards and procedures
    3.
    4. Monitor employee performance
    5. Take appropriate action
    6. Monitor factors
  243. Performing (Team Development) (vocab definition)
  244. Problem-Solving Model
    1. Define the Problem
    2. Determine the Cause
    3. Determine and Analyze Solution Alternatives
    4. Select the Best Solution
    5. Develop and Action Plan
    6.
    7. Evaluate Results of the Action Plan
    8. Document for Future Reference
  245. Authority (vocab definition)
  246. Workers' Compensation (vocab definition)
  247. Listening (vocab definition)
  248. Types of teams that employees are members of: (5 types of employee teams)
  249. Cost of Living (COL) (vocab definition)
  250. Negative Discipline (vocab definition)
  251. Steps to Manage Employee Work Schedules:
    1.
    2. Create a master schedule.
    3. Develop a crew schedule.
    4. Distribute and adjust the crew schedule.
    5. Monitor employees during shifts.
    6. Analyze after-shift labor information
  252. Progressive Discipline (vocab definition)
  253. What type of team is the following an example of? A multiunit establishment has determined that many customers want healthier meals. A team made up of a nutritionist, restaurant managers, food-production personnel, and a marketing director will plan new menu items.
  254. Steps to Manage Employee Work Schedules:
    1. Determine budgeted labor costs.
    2. Create a master schedule.
    3. Develop a crew schedule.
    4. Distribute and adjust the crew schedule.
    5. Monitor employees during shifts.
    6.
  255. "M" in SMART Goal
  256. Outsource (vocab definition)
  257. Employee Development Process
    1. Establish Goals
    2.
    3. Approve and Implement Plan
    4. Monitor Progress
    5. Evaluate Plan
    Not Successful- Step 2.
    Successful-Step 6.
    6. Celebrate Success
    7. Maintain Success
  258. Emergency (vocab definition)
  259. Spoken or written words and nonverbal actions are examples of which element of the communication process?
    A. Message channel
    B. Message context
    C. Message barriers
    D. Message content
  260. Management Style
    Democratic (definition)
  261. Stress Management (vocab definition)
  262. Contact List (vocab definition)
  263. Ethical Decisions- How to follow this Basic Ethical Principle
    Fairness
  264. Stages of Team Growth
    1. Forming
    2. Storming
    3. Norming
    4. Performing
    5. Adjourning
    (6.)
  265. Procedures vs. Policies
    Procedures tell...
  266. Problem-Solving Model
    1. Define the Problem
    2. Determine the Cause
    3. Determine and Analyze Solution Alternatives
    4.
    5. Develop and Action Plan
    6. Implement the Action Plan
    7. Evaluate Results of the Action Plan
    8. Document for Future Reference
  267. What is the difference between a budgeted expense and an actual expense called?
    A. Overrun
    B. Forecast
    C. Variance
    D. Error
  268. Table Turn (vocab definition)
  269. Communication Barriers:
    Word Meaning
  270. Unstructured Interview (vocab definition)
  271. "R" in SMART Goal
  272. Intranet (vocab definition)
  273. Zero Tolerance (vocab definition)
  274. An advantage of effective coaching is that it
    A. saves time because discussions can be held at the workstation.
    B. helps employees learn how the manager views their work.
    C. allows employees to defend what they are doing.
    D. reminds employees about "who is the boss."
  275. Ideal goals are... (3 things)
  276. "No Show" (vocab definition)
  277. Feedback (vocab definition)
  278. Job Description (vocab definition)
  279. Nonverbal communication (vocab definition)
  280. Management Style
    Autocratic (definition)
  281. Discrimination (vocab definition)
  282. Reducing Stress:
    __________ activities by "managing by walking around" and by ___________ with employees.
  283. Problem Solving (vocab definition)
  284. Voluntary Termination (vocab definition)
  285. Fringe benefits (vocab definition)
  286. Employee Turnover Rate (vocab definition)
  287. According to Herzbergʹs two-factor theory, which is a motivation factor?
    A. Hours
    B. Work breaks
    C. Safe conditions
    D. Responsibility
  288. Leaders vs. Managers
    Solve Problems
  289. 3 complementary types of skills that are needed for successful teams:
  290. Master Schedule (vocab definition)
  291. Organizational Goal (vocab definition)
  292. Time Management (vocab definition)
  293. Setting Priorities:
    Work on tasks in the following order:
    1. Very important and very urgent
    2.
    3. Not important but urgent
    4. Neither important nor urgent
  294. Discussing Performance Problems (Standard Operating Procedures [SOPs])
    1. Compare observed performance with SOPs.
    2. Identify gaps between observed behavior and SOPs.
    3. Determine the reason for the gap.
    4.
    5. Monitor employee behavior to ensure the problem is corrected.
    6. Follow-up disciplinary action (if needed).
  295. Storming (Team Development) (vocab definition)
  296. Contingency Plan (vocab definition)
  297. Employee Development Process
    1. Establish Goals
    2. Select Development Methods
    3.
    4. Monitor Progress
    5. Evaluate Plan
    Not Successful- Step 2.
    Successful-Step 6.
    6. Celebrate Success
    7. Maintain Success
  298. Typical Compensation Control Process
    1. Analyze factors
    2.
    3. Train staff
    4. Monitor employee performance
    5. Take appropriate action
    6. Monitor factors
  299. Leaders vs. Managers
    Create Challenges
  300. Ethical Decisions- How to follow this Basic Ethical Principle
    Integrity
  301. Critical Indications (Vocab definition)
  302. The Sender directs the Message Content by a Message Channel to the _________ who obtains the message that is sent through the Message Context.
  303. Adjourning (team development) (vocab definition)
  304. "T" in SMART Goal
  305. Incentive (vocab definition)
  306. Preventive Maintenance (vocab definition)
  307. Termination Process:
    1. Identify the cause.
    2. Ensure proper documentation.
    3.
    4. Assemble termination package documents and info.
    5. Conduct the termination meeting.
    6. Ensure employee surrenders company property and receives personal property.
    7. Make adjustments to security.
  308. Ethical Decisions- How to follow this Basic Ethical Principle
    Commitment to Excellence
  309. Typical Compensation Control Process
    1. Analyze factors
    2. Establish standards and procedures
    3. Train staff
    4.
    5. Take appropriate action
    6. Monitor factors
  310. Business Plan (vocab definition)
  311. Performance Appraisal Process
    1. Employee Performance
    2. Employee Appraisal
    3.
    Repeat
  312. Time Management: 5 major skills needed for effective time management.
  313. Measurable goals allow the organization to
    A. determine production levels.
    B. create staffing schedules.
    C. forecast business needs.
    D. identify progress.
  314. Employee Development Process
    1. Establish Goals
    2. Select Development Methods
    3. Approve and Implement Plan
    4. Monitor Progress
    5. Evaluate Plan
    Not Successful- Step 2.
    Successful-Step 6.
    6. Celebrate Success
    7.
  315. Performance Standard (vocab definition)
  316. Management Style
    Laissez-faire (definition)
  317. Reducing Stress:
    ___________ company resources, if any, that can assist with managing stress.
  318. 4 main categories of critical incidents:
  319. Premium rate of pay must be given to employees who work when?
    A. Sundays and holidays
    B. Five or more days in a row
    C. More than 40 hours weekly
    D. Four hours as scheduled
  320. The ________ directs the Message Content by a Message Channel to the Receiver who obtains the message that is sent through the Message Context.
  321. Certification (vocab definition)
  322. Message Context Circles:
    Inner
  323. Types of Time-off: (3 types)
  324. Receiver (vocab definition)
  325. Development of Organizational Communication
    1. Consider the purpose of the communication
    2. Think about the audience to whom the message will be directed.
    3.
    4. Determine how to communicate the information
    5. Develop the message.
    6. Deliver the message.
    7. Monitor and follow up on the message
  326. Herzberg's Two-factor Theory (vocab definition)
  327. Cross-functional teams are made up of persons from different
    A. positions within a department.
    B. departments in the organization.
    C. management levels in the organization.
    D. properties in the organization.
  328. Ground Rules (meeting) (vocab definition)
  329. Factors Affecting Pay Ranges: (9 factors)
  330. Steps in the Coaching Process
    1. Compare actual performance to expected performance.
    2. Reinforce positive performance or ______ _______ _________.
    3. Practice ongoing coaching
    Repeat
  331. Competitive Bids (vocab definition)
  332. Preventable Emergency (vocab definition)
  333. Wages (vocab definition)
  334. Management (vocab definition)
  335. Steps to Manage Employee Work Schedules:
    1. Determine budgeted labor costs.
    2. Create a master schedule.
    3. Develop a crew schedule.
    4.
    5. Monitor employees during shifts.
    6. Analyze after-shift labor information
  336. Employee Development Process
    1. Establish Goals
    2. Select Development Methods
    3. Approve and Implement Plan
    4. Monitor Progress
    5. Evaluate Plan
    Not Successful- Step 2.
    Successful-Step 6.
    6.
    7. Maintain Success
  337. Unpreventable emergency (vocab definition)
  338. Status Quo (vocab definition)
  339. Setting Priorities:
    Work on tasks in the following order:
    1. Very important and very urgent
    2. Very important but not urgent
    3. Not important but urgent
    4.
  340. The 4 steps for reaching goals.
  341. Which conflict resolution strategy allows a neutral third party to make suggestions about an agreement?
    A. Negotiation
    B. Arbitration
    C. Litigation
    D. Mediation
  342. Self-actualization (vocab definition)
  343. Communication Barriers:
    Fixed Ideas
  344. Steps in the Coaching Process
    1.
    2. Reinforce positive performance or Correct negative performance
    3. Practice ongoing coaching
    Repeat
  345. Employee Absence Policies (vocab definition)
  346. Involuntary Termination (vocab definition)
  347. Delegation (vocab definition)
  348. Communication Barriers:
    Clarity
  349. Employee Development Process
    1. Establish Goals
    2. Select Development Methods
    3. Approve and Implement Plan
    4. Monitor Progress
    5.
    Not Successful- Step 2.
    Successful-Step 6.
    6. Celebrate Success
    7. Maintain Success
  350. Which leadership style is most useful for teams in the performing stage?
    A. Coaching
    B. Supporting
    C. Delegating
    D. Directing
  351. Development of Organizational Communication
    1. Consider the purpose of the communication
    2.
    3. Determine what information will be needed.
    4. Determine how to communicate the information
    5. Develop the message.
    6. Deliver the message.
    7. Monitor and follow up on the message
  352. Ethical Decisions- How to follow this Basic Ethical Principle
    Loyalty to Organization
  353. Categories of Expectations of Employees
  354. Networking (vocab definition)
  355. Withholding Tax (vocab definition)
  356. How many days in advance of the use should a crew schedule normally be posted?
    A. 3 to 5
    B. 5 to 7
    C. 7 to 10
    D. 10 to 14
  357. Brainstorming (vocab definition)
  358. Operating Budget Example
  359. Resolving Employee Conflicts
    1.
    2. Determine the Facts
    3. Develop a Resolution
    4. Communicate the Resolution
    5. Document the Agreement Reached
    6. Follow up on the Agreement
  360. Internal Communication (vocab definition)
  361. True or False
    The budget is a summary of an establishment's profitability during a certain time period.
  362. Roberts' Rules of Order (vocab definition)
  363. Steps to Manage Employee Work Schedules:
    1. Determine budgeted labor costs.
    2. Create a master schedule.
    3. Develop a crew schedule.
    4. Distribute and adjust the crew schedule.
    5.
    6. Analyze after-shift labor information
  364. Standards (vocab definition)
  365. Chain of Command (vocab definition)
  366. Leaders vs. Managers
    Challenge the Situation
  367. Work Ethic (vocab definition)
  368. Leaders vs. Managers
    Develop the Organization
  369. Which is a basic management activity?
    A. Planning
    B. Coaching
    C. Orienting
    D. Disciplining
  370. Vision Statement (vocab definition)
  371. 3 basic types of questions:
  372. Facilitator (vocab definition)
  373. Legal Liability (vocab definition)
  374. Termination Process:
    1. Identify the cause.
    2. Ensure proper documentation.
    3. Obtain approvals and legal advice.
    4.
    5. Conduct the termination meeting.
    6. Ensure employee surrenders company property and receives personal property.
    7. Make adjustments to security.
  375. Sender (vocab definition)
  376. How does a marketing plan help managers decide what information should be provided to customers?
    A. It sets a priority on information based on profitability.
    B. It provides details about the success of previous communication.
    C. It ensures that only "nice to know" information is communicated.
    D. It provides details about the type of information to be communicated.
  377. Controlling (vocab definition)
  378. The Sender directs the Message Content by a _____________ to the Receiver who obtains the message that is sent through the Message Context.
  379. Which activity best describes the primary role of a leader?
    A. Solving problems
    B. Managing work
    C. Inspiring people
    D. Developing objectives
  380. Leaders vs. Managers
    Develop tactical objectives and one-year plans.
  381. Restaurant or foodservice managers who use effective communication skills will be able to
    A. meet profit goals.
    B. build employee trust.
    C. obtain the next promotion.
    D. avoid having to rewrite a letter.
  382. Overtime (legal) (vocab definition)
  383. Marketing Plan (vocab definition)
  384. During the planning stage of a team project, team members can assist with
    A. ensuring alternatives are both feasible and practical.
    B. confirming the project is done at the lowest cost.
    C. talking to customers about project outcomes.
    D. monitoring each other's participation.
  385. Harassment (vocab definition)
  386. Garnishment (vocab definition)
  387. W-2 Income Tax Form (vocab definition)
  388. Coordinating (vocab definition)
  389. When is an operation's mission statement developed?
    A. Before goals are developed
    B. Before core values are assessed
    C. At the same time as core values
    D. Before the vision is determined
  390. Floater (vocab definition)
  391. The Meeting Process:
    1. Plan meeting
    2. Conduct meeting
    3.
    4. Gather Materials to plan for next meeting
  392. Marketing Plan Example
  393. Discussing Performance Problems (Standard Operating Procedures [SOPs])
    1. Compare observed performance with SOPs.
    2. Identify gaps between observed behavior and SOPs.
    3. Determine the reason for the gap.
    4. Correct the negative behavior.
    5. Monitor employee behavior to ensure the problem is corrected.
    6.
  394. Brainstorming Meeting (vocab definition)
  395. Value Statement (vocab definition)
  396. 6 Effective Team Leader Traits
  397. Which is the most basic level of need according to Maslowʹs hierarchy of needs?
    A. Safety needs
    B. Social needs
    C. Esteem needs
    D. Physiological needs
  398. Typical Compensation Control Process
    1. Analyze factors
    2. Establish standards and procedures
    3. Train staff
    4. Monitor employee performance
    5.
    6. Monitor factors
  399. Procedures for Conducting Effective Meetings
    1. Warm-up activities
    2. Ground rules
    3. Present each agenda item
    4.
    5. Review of plans and summary
  400. Development of Organizational Communication
    1. Consider the purpose of the communication
    2. Think about the audience to whom the message will be directed.
    3. Determine what information will be needed.
    4.
    5. Develop the message.
    6. Deliver the message.
    7. Monitor and follow up on the message
  401. "O" in SWOT Analysis
  402. What type of team is the following an example of? A dining-room manager selects a special team of servers to make suggestions for the service of a large group that reserves the entire establishment on a normally slow evening.
  403. Crew Schedule (vocab definition)
  404. Development of Organizational Communication
    1.
    2. Think about the audience to whom the message will be directed.
    3. Determine what information will be needed.
    4. Determine how to communicate the information
    5. Develop the message.
    6. Deliver the message.
    7. Monitor and follow up on the message
  405. Procedures for Conducting Effective Meetings
    1. Warm-up activities
    2.
    3. Present each agenda item
    4. Action plans must be determined
    5. Review of plans and summary
  406. Communication Barriers:
    Jargon
  407. A master schedule for a work shift indicates
    A. positions that are needed.
    B. names of employees needed.
    C. customer counts per hour.
    D. budgeted labor cost.
  408. Standard Operating Procedure (vocab definition)
  409. Teamwork (vocab definition)
  410. Implementing a Professional Development Plan:
    Step 2
  411. Communication (vocab definition [Walker])
  412. Communication Barriers:
    Tone
  413. Message Channel (vocab definition)
  414. Steps in the Coaching Process
    1. Compare actual performance to expected performance.
    2. ________ ________ ________ or Correct negative performance
    3. Practice ongoing coaching
    Repeat
  415. Mediation (vocab definition)
  416. Terminable Act (vocab definition)
  417. Hostile Environment (sexual harassment) (vocab definition)
  418. Communication Barriers:
    Gestures
  419. Which is a basic writing principle?
    A. Ask questions for the reader to answer.
    B. Be brief so the reader can ask questions.
    C. Always try to express a positive attitude.
    D. Include everything possible about the topic.
  420. Discussing Performance Problems (Standard Operating Procedures [SOPs])
    1. Compare observed performance with SOPs.
    2. Identify gaps between observed behavior and SOPs.
    3. Determine the reason for the gap.
    4. Correct the negative behavior.
    5.
    6. Follow-up disciplinary action (if needed).
  421. Probation (Progressive Discipline ) (vocab definition)
  422. Sales Forecasts (vocab definition)
  423. Which can help minimize work-related stress?
    A. Work longer hours to complete all tasks.
    B. Delegate some work to responsible employees.
    C. Focus on customer problems, not employee problems.
    D. Place all blame on incompetent employees.
  424. Which type of team performs routine tasks that are part of the members' job descriptions?
    A. Problem-solving team
    B. Cross-functional team
    C. Self-directed team
    D. Functional team
  425. Which statement is true about employee development programs?
    A. They can help motivate employees.
    B. They should be used only for managers.
    C. They should be used only for long-term employees.
    D. They should mandate that employees remain in the operation.
  426. Core Value (vocab definition)
  427. Problem-Solving Model
    1. Define the Problem
    2. Determine the Cause
    3. Determine and Analyze Solution Alternatives
    4. Select the Best Solution
    5. Develop and Action Plan
    6. Implement the Action Plan
    7.
    8. Document for Future Reference
  428. Petty Cash Fund (vocab definition)
  429. Procedures for Conducting Effective Meetings
    1. Warm-up activities
    2. Ground rules
    3. Present each agenda item
    4. Action plans must be determined
    5.
  430. The Fair Labor Standards Act (FLSA) prohibits minors from
    A. exceeding minimum wage.
    B. earning overtime.
    C. working on school days.
    D. using power equipment.
  431. Salary (vocab definition)
  432. Competitive Employers (vocab definition)
  433. Reducing Stress:
    _______ some work to responsible employees
  434. What is a crew schedule?
    A. A list of days and times that managers must work
    B. A list that includes only days and times that nonservice employees must work
    C. A list of days that employees have requested for vacation time
    D. A list of days and times that employees receiving wages will work
  435. Managing Team Projects (3 principles)
  436. Environmental Noise (vocab definition)
  437. Task Breakdown (vocab definition)
  438. Embezzlement (vocab definition)
  439. Which statement about motivation is correct?
    A. When managers direct work, they are motivating employees.
    B. Managers motivate when they create conditions employees appreciate.
    C. All employees in an operation are motivated by the same factors.
    D. Good managers always know what motivates all of their employees.
  440. Family and Medical Leave Act (FMLA) (vocab definition)
  441. Performance Appraisal Process
    1. Employee Performance
    2.
    3. Discussion, Goal Setting, and Plans for Improvement
    Repeat
  442. Safety Needs (vocab definition)
  443. Long-range Plan Example
  444. Strategic Goals (definition)
  445. Leaders vs. Managers
    Inspire Employees
  446. Social Needs (vocab definition)
  447. Standardized Recipe (vocab definition)
  448. Which statement is correct about professional managers?
    A. They should be "buddies" with their employees.
    B. They should use the same management style in all situations.
    C. They know what their employees expect from their employer.
    D. They do not need to be technically competent if their employees can perform required tasks.
  449. Development of Organizational Communication
    1. Consider the purpose of the communication
    2. Think about the audience to whom the message will be directed.
    3. Determine what information will be needed.
    4. Determine how to communicate the information
    5. Develop the message.
    6. Deliver the message.
    7.
  450. Action Plan (vocab definition)
  451. Unity of Command Principle (vocab definition)
  452. Functional Team (vocab definition)
  453. Medicare (vocab definition)
  454. Leaders vs. Managers
    Manage the Employees
  455. Steps to Manage Employee Work Schedules:
    1. Determine budgeted labor costs.
    2.
    3. Develop a crew schedule.
    4. Distribute and adjust the crew schedule.
    5. Monitor employees during shifts.
    6. Analyze after-shift labor information
  456. Which benefit results from involving staff members in the goal-setting process?
    A. Requires staff members to be ultimately responsible for goal attainment
    B. Determines their interest in management
    C. Ensures they will help achieve goals
    D. Benchmarks their analysis skills
  457. Stages of Team Growth
    1. Forming
    2. Storming
    3. Norming
    4.
    5. Adjourning
    (6. Putting it all Together)
  458. Motivation Factor (Two-factor Theory) (vocab definition)
  459. Communication Barriers:
    Cultural Differences
  460. Pitfalls of Teams (4 potential problems)
  461. Mission Statement (vocab definition)
  462. Managing Team Conflict Successfully
    1. Address the problem person-by-person.
    2.
    3. Arrange decision all members agree to.
  463. Management Style
    Bureaucratic (definition)
  464. Departmental (team) goal (vocab definition)
  465. Building a Positive Workplace Environment (4 ways)
  466. Interdepartmental Communication (vocab definition)
  467. Setting Priorities:
    Work on tasks in the following order:
    1. Very important and very urgent
    2. Very important but not urgent
    3.
    4. Neither important nor urgent
  468. Media Policy (vocab definition)
  469. Income Statement (vocab definition)
  470. Sales History (vocab definition)
  471. Positive Discipline (vocab definition)
  472. Line Position (vocab definition)
  473. Performance Appraisal Process
    1.
    2. Employee Appraisal
    3. Discussion, Goal Setting, and Plans for Improvement
    Repeat
  474. Which can help a manager develop an effective professional development plan?
    A. Plan to accept any position that is available at a higher organizational level.
    B. Ask the boss what positions require the least amount of time at work.
    C. Determine which positions pay the most money.
    D. Review past performance evaluations.
  475. Merit Pay Plan (vocab definition)
  476. Forming (team development) (vocab definition)
  477. Gross Pay (vocab definition)
  478. Supervisor (vocab definition)
  479. Physiological Needs (vocab definition)
  480. "S" in SMART Goal
  481. When is nonverbal communication most apparent?
    A. In written communication
    B. During one-on-one conversations
    C. When a person is giving a speech
    D. When a person is listening to a speaker
  482. True or False
    SMART goals require that results be managed.
  483. What principle is important when developing a project team?
    A. Remember that some employees may not want to participate if failure will reflect on them.
    B. The more employees involved in the project, the better will be the outcome.
    C. Try to select team members who have similar and equal skills.
    D. It is always best to select the most experienced employees.
  484. Conflict Resolution Strategies (3 strategies)
  485. At which stage do team members begin to recognize the benefits of working together?
    A. Forming
    B. Storming
    C. Norming
    D. Performing
  486. Stages of Team Growth
    1. Forming
    2. Storming
    3.
    4. Performing
    5. Adjourning
    (6. Putting it all Together)
  487. Cross-training (vocab definition)
  488. Managing Team Conflict Successfully
    1.
    2. One-on-One mediator (gather info).
    3. Arrange decision all members agree to.
  489. Debrief Meeting (vocab definition)
  490. Arbitration (vocab definition)
  491. Stakeholder (vocab definition)
  492. FLSA state 14- and 15-years-olds may work...
  493. Stages of Team Growth
    1. Forming
    2. Storming
    3. Norming
    4. Performing
    5.
    (6. Putting it all Together)
  494. Leaders vs. Managers
    Inspire People
  495. Efficiency (vocab definition [Walker])
  496. What type of team is the following an example of? The training director for a quick-service restaurant chain decides that her training managers can handle more responsibility. The team begins planning for training needs and monitoring progress using weekly update meetings and ongoing discussions to brief the director.
  497. Discussing Performance Problems (Standard Operating Procedures [SOPs])
    1. Compare observed performance with SOPs.
    2.
    3. Determine the reason for the gap.
    4. Correct the negative behavior.
    5. Monitor employee behavior to ensure the problem is corrected.
    6. Follow-up disciplinary action (if needed).
  498. Ghost Employee (vocab definition)
  499. Social Security (vocab definition)
  500. Resolving Employee Conflicts
    1. Identify Concerns
    2. Determine the Facts
    3. Develop a Resolution
    4.
    5. Document the Agreement Reached
    6. Follow up on the Agreement
  501. Communication Barriers:
    Distraction Workplace
  502. Guidelines for Constructive Feedback (6 guidelines)
  503. The operation's goals should be driven primarily by its
    A. vision and mission statements.
    B. competition and employee feedback.
    C. employee needs and surveys.
    D. business plan and operating budget.
  504. Maslow's Hierarchy of Needs (5 types of needs)
  505. Principles of Effective Speaking (6 Principles)
  506. Fair Labor Standards Act (FLSA) (vocab definition)
  507. Alternative (problem solving) (vocab definition)
  508. Procedures for Conducting Effective Meetings
    1.
    2. Ground rules
    3. Present each agenda item
    4. Action plans must be determined
    5. Review of plans and summary
  509. Ethical Decisions- How to follow this Basic Ethical Principle
    Reputation and Morale
  1. a Things that motivate people. These can be personal and difficult to measure. (vocab word)
  2. b A log containing information that affects the operation, including what happened during each shift. It is useful for reviewing situations and noting problems, and for capturing facts that can protect the establishment from legal liabilities. (vocab word)
  3. c Unwelcome begavior of a sezual nature that interferes with an employee's job performance. (vocab word)
  4. d Using an outside provider to do work that could otherwise be done by an employee. (vocab word)
  5. e A series of steps that will be taken to resolve a problem. (vocab word)
  6. f A. ensuring alternatives are both feasible and practical. (team member can assist with this during the _______ stage of a team project.)
  7. g A legal notice that requires certain documents be provided to a court of law. (vocab word)
  8. h Create a sense of engagement, Model the desired professional behavior, Keep a positive attitude, Treat employees with respect, Treat employees fairly, Get to know your staff, Encourage open feedback, Encourage involvement and inclusion, Communicate regularly, Share operations and industry knowledge, Empower employees, Identify factors that motivate each employee, Recognize high performance and achievement.
  9. i A statement based on an establishment's value statement that describes what it wants to become and why it exists. (vocab word)
  10. j Guiding principles with lasting value that effective leaders use to set the professional tone and conduct in their operations. (definition of _________)
  11. k The process of providing a person with a reason to do something. (vocab word)
  12. l Held over for another meeting. (voca word)
  13. m Monitor Progress (Step 4 in the Employee Development Process)
  14. n Celebrate Success (Step 6 in the Employee Development Process)
  15. o Written Warning
  16. p A list of key persons to be notified in the event of an emergency. (vocab word)
  17. q A brief meeting, often with just a few employees, that addresses and resolves a problem so action can be taken right away. (vocab word)
  18. r Leaders
    (Planning Responsibility)
  19. s Employee Appraisal (Step 2 of what?)
  20. t A session in which the team leader asks all team member to evaluate all aspects of a project after it is completed. (vocab word)
  21. u A legal action taken by a former employee against a previous employer, alleging that the discharge was in violation of state or federal antidiscrimination laws, public policy, or an implied contract, agreement, or written promise. (vocab word)
  22. v Arrange decision all members agree to. (Step 3 for managing what?)
  23. w A. The members are self-directed because they propose challenging goals. (A characteristic of a ____-__________ team.)
  24. x ...how to correctly perform a task.
  25. y Letting people know. (vocab word)
  26. z Forming (Stage 1 of what?)
  27. aa A. They can develop their knowledge and skills. (these are benefits to employees who assist with what?)
  28. ab Taking too long to make a decision, Mishandling team disagreements, Working inefficiently, Avoiding responsibility. (4 potential problem of what?)
  29. ac A listing of the tasks that a person working within a position must be able to perform. (vocab word)
  30. ad Approve and Implement Plan (Step 3 in the Employee Development Process)
  31. ae Scope
  32. af B. Delegate some work to responsible employees. (a good way to help minimize ______)
  33. ag Implement the Action Plan
  34. ah D. Job skills and knowledge (characteristics an employee should have when a manager is _________ plan tasks.)
  35. ai D. using power equipment.
  36. aj Receiver. Person for whom the message is intended.
  37. ak Value, Mission (in short, what are these Statements?)
  38. al A process in which a neutral third party listens and reviews facts and makes a decision to settle a conflict. (vocab word)
  39. am A set of standards that guides restaurant and foodservice operations, which is the foundation for developing the vision statement and mission statement. (vocab word)
  40. an A theory that identifies five basic human needs, which typically arise in a certain order. As soon as one need is fulfilled to the desired extent, a person is motivated to fulfill the next need. (vocab word)
  41. ao B. the task is repetitive and easily mastered. (The type of task a manager can ______ to an employee.)
  42. ap A set of rules for conducting meetings in a organized way that allows everyone to be heard and to make decisions without confusion. (vocab word)
  43. aq Remain Motivated and Overcome Obstacles
  44. ar Liability that occurs when an establishment is legally responsible for a situation. (vocab word)
  45. as Exceeds, Excels, Delights, Puts customers first, Is extraordinary, Gets it right the first time, etc....
  46. at Ethical Decisions- Basic Ethical Principle
    Supply accurate information, and provide correction for information that is not factual.
  47. au Storming (Stage 2 of what?)
  48. av Movement and body language used to convey a message. (vacb word)
  49. aw An emergency that cannot be prevented, such as a natural disaster. (vocab word)
  50. ax Someone who runs a meeting (vocab word)
  51. ay A process managers can use to identify what causes them stress in the workplace or in their personal lives. (vocab word)
  52. az False. (___________ require to be measurable)
  53. ba Goals that allow the results to be repeated over a long period. (definition of?)
  54. bb A plan of action to reach a goal (vocab word)
  55. bc Communication that builds the customer base and helps build and maintain the establishment's desired identity throughout the community. (vocab word)
  56. bd All of the financial, or money, and nonfinancial, or non-money, payments and rewards given to employees in return for the work they do. (vocab word)
  57. be Unemployment insurance, Social security, Medicare, Workers' compensation.
  58. bf Communicate the Resolution (Step 4 to what?)
  59. bg An agreed-upon amount of additional compensation to be paid when specific financial goals are met. (vocab word)
  60. bh C. Ensures they will help achieve goals. (is a benefit that results from involving staff member in the _______-_______ process.)
  61. bi Obtain approvals and legal advice.
  62. bj Set realistic goals (to reduce what?)
  63. bk Analyze factors
  64. bl C. When a person is giving a speech (this is when _________ communication is most apparent.)
  65. bm Monitor factors
  66. bn A position ranging from the establishment's owner or manager, to department heads such as the kitchen or beverage manager, wo entry-level employees such as servers and bartenders. (vocab word)f
  67. bo False. (A ____________ will be achieved in 3-5 years)
  68. bp Strategies to increase community business visitor counts and revenue within the next 12 months.
  69. bq B. Consider the receiver's background. (This will help ensure what?)
  70. br A federal law that requires that men and women in the same workplace be given equal pay for equal work. (vocab word)
  71. bs Managers
    (Employee Emphasis)
  72. bt The way in which authority flows from one management level to the next. (vocab word)
  73. bu Advice to organizations, networking that provides info, and new business for their properties. (Who can provide all these things?)
  74. bv A set of values based on the idea that there are benefits to work that include strengthening character. (vocab word)
  75. bw Monitor and follow up on the message. (Step 7 of what?)
  76. bx The obligation that workers have to their own bosses. (vocab word)
  77. by Communicate effectively, Select the appropriate leadership style, Conduct team-building exercises, Understand and explain the role of the team, Apply effective management skills.
  78. bz Environmental noise is any sound that interferes with communication. (This is a ________ _________)
  79. ca Evaluate Plan (Step 5 in the Employee Development Process)
  80. cb Ensure employee surrenders company property and receives personal property.
  81. cc ...managers make consistent decisions about issues that occur frequently.
  82. cd An employee who can perform more than one job on a regular basis. (vocab word)
  83. ce Ethical Decisions- Basic Ethical Principle
    Lead by example.
  84. cf A system that collects information about revenue, number of customers, menu items sold, and a wide range of other information that is helpful for management decision making. (vocab word)
  85. cg Problem-Solving Team (example)
  86. ch An organized series of actions planned to expand an employee's skills and knowledge. (vocab word)
  87. ci Distribute and adjust the crew schedule. (Step 4 to Manage Employee ____ _________.)
  88. cj The basic management activity that involves determining the extent to which the organization keeps on track of achieving goals. (vocab word)
  89. ck Ensure proper documentation.
  90. cl A chart that informs employees who receives wages about the days and hours they are expected to work during a specific time period. (vocab word)
  91. cm Document for Future Reference
  92. cn Employers who hire the same type of employees as the establishment. (vocab word)
  93. co Analyze after-shift labor information (Step 6 to Manage Employee ____ _________.)
  94. cp A theory that identifies two different sets of factors that can motivate (motivation factors) and demotivate (maintenance factors) employees. (vocab word)
  95. cq B. helps employees learn how the manager views their work. (this is an advantage of effective ________.)
  96. cr An employee who does not qualify for overtime pay according to the Fair Labor Standards Act (FLSA). (vocab word)
  97. cs If an order of whole chickens is to be "cut in half," does this mean that the quantity should be one-half of the last order or that the chickens should be halved? (This is a ________ _________)
  98. ct False. (_______ is a summary of the establishment's profitability during a certain time period.)
  99. cu A discussion between involved persons with the goal of reaching an acceptable agreement. (vocab word)
  100. cv C. 67
  101. cw Actions that discourage improper worker behavior. (vocab word)
  102. cx A. vision and mission statements. (these should be the primary drive for what?)
  103. cy The number of times a table is used during a specific meal period. (vocab word)
  104. cz A listing of the personal requirements needed to successfully do the tasks listed on the job description. (vocab word)
  105. da Characterized by relying on written rules and regulation. Things that are always done "by the book." (Management Style)
  106. db The process of assigning authority to employees to do work that a manager at a higher organizational level would otherwise do. (vocab word)
  107. dc Characterized by treating employees as equals who can contribute to the decision-making process. (Management Style)
  108. dd A supplemental retirement system that is funded by payroll taxes; a certain percentage of an employee's pay goes into a fund that provides benefits to current social security recipients. (vocab word)
  109. de 1. Develop the Plan
    2. Implement the Plan
    3. Evaluate the Plan
    4. Apply the Results
    (4 steps for reaching what?)
  110. df Setting the company's goals. (vocab word)
  111. dg D. Responsibility (a factor in __________ two-factor theory.)
  112. dh One-on-One mediator (gather info). (Step 2 for managing what?)
  113. di Monetary compensation for employees who are paid on the basis of the number of hours they work. (vocab word)
  114. dj Using what you have to do what you want to do. (vocab word)
  115. dk Ethical Decisions- Basic Ethical Principle
    Avoid conflicts of interest and do not disclose confidential information.
  116. dl Action plans must be determined
  117. dm Review of plans and summary
  118. dn The number of hours of work, usually 40, after which an employee must receive a premium pay rate. (vocab word)
  119. do A summary of the establishment's profitability during a certain time period. (vocab word)
  120. dp B. Managers motivate when they create conditions employees appreciate. (this is a correct statement about ________)
  121. dq Weekly schedules, Management decisions, Updates, Annual reports. (Communication Flow direction)
  122. dr The use of technical language can create communication challenges. (This is a ________ _________)
  123. ds A specific time period during which an employee must consistently meet job standards or other reasonable conditions imposed by his or her manager as a condition for continued employment. (vocab word)
  124. dt B. discover ways to shorten the team development process. (the importance of discussing _______ learned during projects.)
  125. du Relevant. Goals must relate to the operation's vision and mission statements. (Used in what acronym?)
  126. dv The ability to focus on what a person is saying to understand the message being sent. (vocab word)
  127. dw Select the right employee, Train correctly, Supervise effectively, Be an employer of choice.
  128. dx The surrounding or environment through which a message travels. (vocab word)
  129. dy The crime of stealing money or property from the person or business who lawfully owns it. (voca word)
  130. dz Select Development Methods (Step 2 in the Employee Development Process)
  131. ea A meeting held to consider and resolve one or more problems; it may involve discussing, analyzing, and reviewing alternatives, and deciding what actions should be taken. (vocab word)
  132. eb Team-building goals, Information goals, Work-related goals.
  133. ec A small group of employees who manage many daily issues within their functional team with little supervision. (vocab word)
  134. ed A. Remember that some employees may not want to participate if failure will reflect on them. (this principle ti important when developing a ____ ________.)
  135. ee Plan meeting
  136. ef A written description or list of steps that tells how to correctly perform a task. (vocab word)
  137. eg A list that indicates all tasks included in a position (vocab word)
  138. eh Train staff
  139. ei Reinforce positive performance (Step 2 of the __________ Process)
  140. ej A possible solution to a problem (vocab word)
  141. ek Identify the cause.
  142. el Monitor employee behavior to ensure the problem is corrected. (Step 5 of what?)
  143. em Leaders
    (Impact on present situation)
  144. en To provide food and beverage services to 60% of the number of community business visitors identified by the local tourist and convention center within 5 years.
  145. eo Very important and very urgent
  146. ep The usual distance between two people when speaking differs among cultures. Managers must have some knowledge about the cultures of their employees. (This is a ________ _________)
  147. eq A process in which a neutral third party facilitates a discussion of difficult issues and makes suggestions about an agreement. (vocab word)
  148. er Interpersonal skills, Allow members to make decisions, Allow members to contribute to goals, Request comments, Link the team to gain commitment, Maximize morale levels.
  149. es Develop a crew schedule. (Step 3 to Manage Employee ____ _________.)
  150. et Leaders
    (Employee Emphasis)
  151. eu Poor management style, High employee turnover, A focus on relationships instead of goals.
  152. ev Prices requested for items of the same quality from a specified number of vendors to determine the lowest price. (vocab word)
  153. ew The way in which a message is communicated; it can be through spoken or written words, graphics such as diagrams or photos, or nonverbal actions including body motions. (vocab word)
  154. ex Ethical Decisions- Basic Ethical Principle
    Accept responsibility for decisions after they are made.
  155. ey Determine how to communicate the information. (Step 4 of what?)
  156. ez Communication that involves speaking to one or a few individuals who are standing or sitting close to each other and providing immediate feedback. (vocab word)
  157. fa The way in which a person responds when he or she receives a message. (vocab word)
  158. fb Warm-up activities
  159. fc A situation in which managers terminate an employee for one or more of four reasons: lack of work for the employee, lack of funding, unsatisfactory performance, or violation of a company policy. (vocab word)
  160. fd D. It provides details about the type of information to be communicated. (a _________ _____ does this and helps manager decide what infor should be provided to customers.)
  161. fe A. guide decision making. (is the result of the use of the code of ______.)
  162. ff A team whose member have an interest interest in helping make decisions and develop plans to assist the operation in reaching its goals. (vocab word)
  163. fg A. Message channel (what are examples of this element of the communication process?)
  164. fh Gather Materials to plan for next meeting
  165. fi A schedule that allows managers to determine the number of employees needed in each position and the total hours that persons in these positions should work. (vocab word)
  166. fj A goal that is set at the second highest level in the operation. (vocab word)
  167. fk Establish standards and procedures
  168. fl A type of action meeting that occurs when some type of emergency has occurred and immediate action must be taken. (vocab word)
  169. fm Identify Learning Activities (Step 2 to what kind of plan?)
  170. fn False. (_________ is the expected revenue from and costs to provide products and services to community business visitors.)
  171. fo An interview with an employee who leaves voluntarily to help managers learn about any employee concerns, reasons for leaving, and suggestions about how the company can improve. (vocab word)
  172. fp Cross-functional Team (example)
  173. fq Money taken from an employee's wages by an employer and paid directly to the government. (vocab word)
  174. fr Vacation requests, Day-off requests, Family & Medical Leave (FMLA)
  175. fs A legally binding contract between managers and the employees represented by a union. It defines employment conditions including wages and procedures to resolve disputes. (vocab word)
  176. ft A. Interpret it. (who needs to do this in order to understand a message?)
  177. fu Events that need to be recorded for historical purposes in case of a potential claim or lawsuit. (vocab word)
  178. fv Wages, Salary, Benefits
  179. fw Step 2. (step to go to when the plan is _________)
  180. fx Determine the reason for the gap. (Step 3 of what?)
  181. fy Compare observed performance with SOPs. (Step 1 of what?)
  182. fz Formal power within an organization. (vocab word)
  183. ga Needs that focus on how people feel about themselves and how they think others feel about them (vocab word)
  184. gb The basic management activity that involves arranging group efforts in the best way. (vocab word)
  185. gc Employee Performance (Step 1 of what?)
  186. gd Feedback that focuses on specific aspects of performance and can be positive, such as emphasizing desired performance, or negative, such as addressing performance that should be improved. (vocab word)
  187. ge Some managers hold opinions based on their experiences that may not reflect the current situation. Then their attitudes influence how they send messages. (This is a ________ _________)
  188. gf Ethical Decisions- Basic Ethical Principle
    Do not mislead or deceive others.
  189. gg A situation in which an employee, for his or her own personal reasons, decides to leave the organization. (vocab word)
  190. gh A meeting that develops a list of ideas or creative solutions to an issue confronting the operation; its purpose is to collect ideas, not to make a decision. (vocab word)
  191. gi Body movements can cause distractions to listening, and gestures can convey different messages to different people. (This is a ________ _________)
  192. gj Needs that relate to the body and include food, water, air, and sleep. (vocab word)
  193. gk A. Planning (is a basic ________ activity.)
  194. gl (Management Style that is most useful for these employees) Inexperienced employees performing relatively simple tasks such as busing tables.
  195. gm An action by an employee that typically causes immediate termination. (vocab word)
  196. gn A legal procedure by which someone who is owed money can collect what is owed from an employee's wages. (vocab word)
  197. go Think about the audience to whom the message will be directed. (Step 2 of what?)
  198. gp Policy Statement
  199. gq A. Before goals are developed (this is when and operation's _______ statement is developed.)
  200. gr (Management Style that is most useful for these employees) Employees who are motivated and experienced in an environment in which cooperation is very important. Ex. experienced food servers can work together and help each other keep things going smoothly in the dining room during busy shifts.
  201. gs Policy Name
  202. gt Probation
  203. gu Self-directed Team (example)
  204. gv Treating persons unequally for reasons that do not relate to their legal rights or abilities. (vocab word)
  205. gw Ethical Decisions- Basic Ethical Principle
    Treat individuals equally; always appreciate diversity.
  206. gx A service or right provided by an employer in addition to wages or salary, including employee health care, dental and vision insurance, vacation and sick leave pay, retirement contributions, or other benefits paid wholly or in part by the employer. (vocab word)
  207. gy A predetermined amount of money that is used to make relatively infrequent and low-cost purchases for an establishment. (vocab word)
  208. gz A term that relates to portions of contracts that do not change when they are used with different parties. (vocab word)
  209. ha A document that outlines actions to take in the event of an emergency or an unexpected event.(vocab word)
  210. hb C. Always try to express a positive attitude. (This is a basic _____ ______.)
  211. hc Threats (Used in what acronym?)
  212. hd A goal that is Specific, Measurable, Achievable, Relevant, and Time-bound. (vocab word)
  213. he Create a master schedule. (Step 2 to Manage Employee ____ _________.)
  214. hf Processes that encourage finding solutions to problems before more formal grievance procedures are needed. (vocab word)
  215. hg Putting it all Together ((unnecessary)Stage 6 of what?)
  216. hh Managers
    (Goal)
  217. hi Define the Problem
  218. hj Receiver may not know the meanings of words or phrases or may interpret them differently than the sender. (This is a ________ _________)
  219. hk Identify gaps between observed behavior and SOPs. (Step 2 of what?)
  220. hl A. One manager on-site
  221. hm To meet the dining and small-group-meeting needs of community business visitors by providing desired food, beverage, and small-group-meeting services.
  222. hn Rules of appropriate behavior toward others at work. (vocab word)
  223. ho Some managers assume their team members know how to solve a problem when they really do not. In these cases, problems may occur because the manager did not provide enough information. (This is a ________ _________)
  224. hp The third stage of team development, in which team members settle their differences and develop more trusting relationships. (vocab word)
  225. hq Disruptive/destructive behavior, Insubordination, Theft, Harassment, Alcohol/drug abuse, Inappropriate conduct, Conduct harmful to company image.
  226. hr A policy that allows no amount of harassing behavior. (vocab word)
  227. hs Norming (Stage 3 of what?)
  228. ht Ethical Decisions- Basic Ethical Principle
    Always do the best job possible.
  229. hu Not important but urgent
  230. hv Conduct the termination meeting.
  231. hw Follow up on the Agreement (Step 6 to what?)
  232. hx D. Functional team (this type of team performs _______ task that are part of the job descriptions.)
  233. hy An informal process that reinforces positive job performance and corrects negative performance; it involves considerable listening skills, patience, and focus. (vocab word)
  234. hz Develop a Resolution (Step 3 to what?)
  235. ia To be the best establishment for business travelers in the community.
  236. ib Leaders
    (Decision Making)
  237. ic Monitor and communicate (to reduce what?)
  238. id A factor such as recognition or wanting to be part of a group that makes employees act in ways that help them reach personal goals. (vocab word)
  239. ie Discussing Performance Problems (Step 4 of what?)
  240. if Functional Teams, Problem-solving Teams, Cross-functional Teams, Self-directed Teams.
  241. ig Comparing actual results with set standards. (vocab word)
  242. ih Characterized by managers who allow employees to do what they want to do. (Management Style)
  243. ii B. Supporting (leadership style most useful for teams in the __________ stage.)
  244. ij Plan and Evaluate (to reduce what?)
  245. ik The percentage of the total number of employees who must be replaced during a specific time period such as a month or a year. (vocab word)
  246. il Money paid indirectly in support of employees for purposes such as vacation, holiday pay, sick leave, and health insurance. (vocab word)
  247. im D. Performing (when team member begin to recognize the _______ of working together.)
  248. in Do not judge too quickly, Keep an open mind, Avoid "talking down" to employees, Be straightforward, Be positive, Be patient. (Guidelines for ______ _______)
  249. io The second stage of team development, in which the reality of what the team is expected to do becomes clearer and some conflicts between team member may begin to surface. (vocab word)
  250. ip Determine what information will be needed. (Step 3 of what?)
  251. iq Goals that consider the interests of the operation's owners, managers, other employees, and customers. (definition of?)
  252. ir Strengths (Used in what acronym?)
  253. is Focus on Employees, Maintain Open Communication, Celebrate, Success and Build Teams, Promote Diversity and Fairness.
  254. it Extraordinary customer service; High-quality, healthy food; Respect for employees and customers; Help to the community; Respect for customers' opinions; Quality as the highest goal; Fair treatment of all employees; Recognition of valuable employee contributions; etc... (are examples of what?)
  255. iu Correct the negative behavior. (Step 4 of what?)
  256. iv Rules about how meetings are run, how participants should interact, and what behavior i acceptable. (voca word)
  257. iw Information about the number of customers who have visited the establishment on different days in previous weeks hat can be used to forecast customer counts for future dates. (vocab word)
  258. ix Conduction the Meeting (Step 2 of what?)
  259. iy C. Variance
  260. iz Functional Team (example)
  261. ja A. They can help motivate employees. (___________ ______________ program can do this.)
  262. jb The fifth stage of team development, which occurs when the team has achieved its purpose and members move on to other tasks. (vocab word)
  263. jc Leaders
    (Goal)
  264. jd B. build employee trust. (managers who use effective __________ _____ will be able to build employee trust.)
  265. je An operation's highest-level concern for employees to address. (vocab word)
  266. jf Correct negative performance (Step 2 of the __________ Process)
  267. jg A quick exercise that prepares people to focus on the meeting and its objectives. (vocab word)
  268. jh Sexual harassment that occurs when one person asks for or expects an action of a sezul nature form another person in return for that person's employment or advancement. (vocab word)
  269. ji Managers may think some of their employees "never listen." Then they repeat themselves and cause the employees to lose interest in what they are saying. (This is a ________ _________)
  270. jj A financial plan that estimates the revenue to be generated, the expenses to be incurred, and the profit, if any, for a specified time period. (vocab word)
  271. jk Managers
    (Influence on Organization)
  272. jl Measurable. Goals must describe measurable results that allow comparisons between the goals and the actual results produced by the plan. (Used in what acronym?)
  273. jm C. Inspiring People (This activity best describes the primary role of a ___________)
  274. jn The process of moving around the restaurant or foodservice operation constantly, praising workers who perform well and correcting employees if work is not being done correctly. (vocab word)
  275. jo The beliefs, values, and norms shared by workers in the organization that are then passed on to new employees. (vocab word)
  276. jp Leaders
    (Problem Solving)
  277. jq An employee who receives wages and, in addition to his or her regular tasks, trains new employees, answers work-related questions, and performs other functions assigned by managers. (vocab word)
  278. jr What is out room rate today is example. (vocab word)
  279. js A manager's voice can indicate disapproval, negativity, or concern. (This is a ________ _________)
  280. jt Consider the purpose of the communication. (Step 1 of what?)
  281. ju The drive to do the very best that one can do, which can make people push themselves, learn new things, and be creative. (vocab word)
  282. jv A team of employees from different departments who consider problems that impact their areas and the operation as a whole. (vocab word)
  283. jw Current rate, Job performance, Accomplishments, Business goals
  284. jx The money and fringe benefit expenses paid to the employees for the work they do. (vocab word)
  285. jy B. Importance of the plan compared to others (this is what employees must be told when assigned to work on what?)
  286. jz Neither important nor urgent
  287. ka An interview in which the manager conducts a conversation with the employee without using any prepared questions. (vocab word)
  288. kb Address the problem person-by-person. (Step 1 for managing what?)
  289. kc A. A plan of action to meet a goal. (this is the short definition of what?)
  290. kd Technical, advisory specialists such as accountants and purchasing personnel whose jobs are to provide good advice to the actual decision makers employed in line positions. (vocab word)
  291. ke A standard by which something can be measured or judged. (vocab word)
  292. kf Develop and Action Plan
  293. kg A record of what is decided, what is accomplished, and what action items are agreed upon at meetings. (vocab word)
  294. kh How things are normally done. (vocab word)
  295. ki Someone who can serve as a wise adviser for an employee. (vocab word)
  296. kj Performing (Stage 4 of what?)
  297. kk C. They know what their employees expect from their employer. (is a correct statement about professional _______.)
  298. kl Nonschool hours, 3 hours on a school day, 8 hours on a nonschool day, 18 hours in a school week, 40 hours in a nonschool week.
  299. km Managers
    (Decision Making)
  300. kn Determine the Facts (Step 2 to what?)
  301. ko A. Discuss the same type of topics you would discuss in a job interview. (a manager can do this to show _________ in employees)
  302. kp The actions people take to further their careers. (vocab word)
  303. kq The process of removing customers and employees from the building when an emergency occurs. (vocab word)
  304. kr Leaders
    (Influence on Organization)
  305. ks Who does what, and when. (vocab word)
  306. kt An analysis that identifies an operation's strengths and weaknesses and examines its opportunities and threats. (vocab word)
  307. ku D. identify progress. (Which SMART letter allows the organization to do this?)
  308. kv Weaknesses (Used in what acronym?)
  309. kw Department, Team, Restaurant. (Message Context Circle)
  310. kx An employee who, when scheduled to work, neither tells the manager he or she will not work nor reports for his or her assigned shift. (vocab word)
  311. ky The fourth stage of team development, in which team members begin to depend on each other and can effectively analyze and solve problems together. (vocab word)
  312. kz Failure to follow reasonable instructions. (vocab word)
  313. la To increase the number of community business visitors as identified by the local tourist and convention center by 5% within the next 12 months.
  314. lb Determine the Cause
  315. lc A group of people who work together to complete a task or reach a common goal. (vocab word)
  316. ld A list of activities to be completed for employees who are leaving the organization. (vocab word)
  317. le Monitor employees during shifts. (Step 5 to Manage Employee ____ _________.)
  318. lf Establish Goals (Step 1 in the Employee Development Process)
  319. lg Oral Warning
  320. lh Controllable costs, Revenue levels, Payroll standards, Local and regional pay studies, Competition compensation, State and federal minimum wage laws, Type of service and skills required, Collective bargaining agreements, and Other
  321. li The first stage of team development, in which team members get to know each other and learn what they will have to do to reach their assigned goals. (vocab word)
  322. lj Needs concerning those things that make people feel secure or keep them safe. (vocab word)
  323. lk A calendar of specific activities designed to meet the operation's revenue goals. (vocab word)
  324. ll Communication that occurs between employees in different departments. (vocab word)
  325. lm Closing the Meeting and Following Up (Step 3 of what?)
  326. ln The restaurant/foodservice team, department team, work-shift team, workstation team, other (ex. cross-functional, advisory, etc.)
  327. lo A planned course of action for an important activity that provides a general strategy for managing that activity. (vocab word)
  328. lp A meeting that shares communication such as project reports and updates or one used for orientation and training. (vocab word)
  329. lq Develop the message. (Step 5 of what?)
  330. lr A statement of goals and the activities necessary to reach them that can be used over the next 3-5 years to move the operation toward its mission. (vocab word)
  331. ls A process for identifying each task in a position such as cook or server and determining how the procedures in a task should be done. (vocab word)
  332. lt Any sound, such as loud talking or blaring radios, that interferes with communication. (vocab word)
  333. lu Leaders
    (Main Focus)
  334. lv Money paid by customers in return for providing services. (vocab word)
  335. lw The person or persons for whom a message is intended.
  336. lx A team of employees form the same area or department who perform the routine tasks in their job description. (vocab word)
  337. ly B. Review the employee's personnel file and job description. (managers should do this to prepare for a ________ _________ session.)
  338. lz A. SMART goal to be addressed (is present in an effectively developed ______ ______)
  339. ma Very important but not urgent
  340. mb Make adjustments to security.
  341. mc Fire, Foodborne illness, Armed robbery, Gas leak, Terrorist attack, Natural Disaster.
  342. md Ther person who sends a message to a receiver. (vocab word)
  343. me Managers
    (Planning Responsibility)
  344. mf Adjourning (Stage 5 of what?)
  345. mg D. Physiological needs (is the basic level of need according to what?)
  346. mh D. Learning to work together effectively. (An effort that is a ____-_________ goal.)
  347. mi A. As soon as possible (this is when managers should respond to employee ________.)
  348. mj Ethical Decisions- Basic Ethical Principle
    Do what is right.
  349. mk Sometimes there are good and bad times to talk to employees. (This is a ________ _________)
  350. ml The amount paid excluding contributions for payroll, social security, taxes, and other required employer payments. (vocab word)
  351. mm D. will contribute to professional knowledge and skills. (The best learning activities for _________ ____________.)
  352. mn Speak clearly, Use suitable language, Interact with listeners, Remember nonverbal communication, Personalize message for listeners, Vary speech patterns. (6 principles of _____ ______)
  353. mo Value, Vision (in short, what are these Statements?)
  354. mp The information sent by the sender to the receiver. (vocab word)
  355. mq Balanced, Strategic, Long-term (Are needed for what?)
  356. mr A process that involves a series of punishments that become more serious as unacceptable performance continues. (vocab word)
  357. ms Planning and using procedures and tools to increase a person's efficiency and productivity. (vocab word)
  358. mt Guidelines and procedures that explain how employees must tell managers if they are unable to work. (vocab word)
  359. mu Document the Agreement Reached (Step 5 to what?)
  360. mv Adequate technical abilities, Problem-solving skills, Interpersonal skills (3 skills needed for successful what?)
  361. mw Follow-up disciplinary action (if needed). (Step 6 of what?)
  362. mx Self-Actualization
    Esteem
    Social
    Safety
    Physiological
  363. my Ethical Decisions- Basic Ethical Principle
    Be considerate of persons affected by decision making.
  364. mz Opportunities (Used in what acronym?)
  365. na A legal term that indicates a failure to use reasonable care as a manager, which i grounds for legal action. (vocab word)
  366. nb Purpose
  367. nc Compare actual performance to expected performance.(Step 1 of the __________ Process)
  368. nd Communication that relates to messages of all types sent by managers to all employees. (vocab word)
  369. ne A. Wages
  370. nf Preparation, Planning, Implementation, Assessment and appreciation. (4-step Process for what?)
  371. ng The job of recruiting and selecting new workers, making job offers, and orienting the new employees. (vocab word)
  372. nh Deliver the message. (Step 6 of what?)
  373. ni An emergency that may be prevented from happening, such as a fire of foodborne illness. (vocab word)
  374. nj Present each agenda item
  375. nk True. (_______ analysis identifies organizational strengths and weaknesses.)
  376. nl Procedures that follow a manufacturer's instructions about how to keep equipment in good, working order. (vocab word)
  377. nm The act of cooperating and working together to complete tasks and reach common goals. (vocab word)
  378. nn Characterized by a domineering manager with ultimate authority over employees. (Management Style)
  379. no B. Who. (this should be answered to determine what?)
  380. np Complete meeting assignments
  381. nq A well-thought-out process that uses a logical series of activities to determine a course of action. (vocab word)
  382. nr Monitor employee performance
  383. ns A sudden or unexpected situation that can cause injury, death, or property damage, or interfere with normal activities. (vocab word)
  384. nt A. Gaining the team's acceptance of the goals (a major benefit to including teams in the ____-______ process)
  385. nu Information about the operation itself, Information about the community, Information about the restaurant and foodservice industry, and Information about state, national, and international events. (4 types of info a manager should collect before what?)
  386. nv Establish Professional Goals (Step 1 to what kind of plan?)
  387. nw (____________ are made up of persons from different)
    B. departments in the organization.
  388. nx A brief training session held before a work shift begins. (vocab word)
  389. ny Open-ended, Close-ended, Multiple-choice
  390. nz General irritability, Insomnia, Headaches, Indigestion, Pain in neck or lower back, Changes in appetite, Changes in sleep patterns. (What are these indicators of?)
  391. oa Doing the right things. (vocab word)
  392. ob A key element of an operation that indicates the most basic reasons the business exists. (vocab word)
  393. oc The direct approach, Bargaining, Enforcement of team rules, Retreat, Conflict management as a team.
  394. od A schedule that shows days and times managers are expected to work. (vocab word)
  395. oe The relationship between what is paid for something and the quality of the product or service that is received. (vocab word)
  396. of Training an employee to do work that is not normally part of his or her position. (vocab word)
  397. og Select the Best Solution
  398. oh A federal medical insurance program that primarily serves individuals over 65 regardless of income, younger persons who are disabled, and dialysis patients. (vocab word)
  399. oi D. Department goals should help meet organizational goals. (this is a correct statement about what 2 things?)
  400. oj Message Content. Information sent by sender to receiver.
  401. ok Needs that involve interaction with others, including love, belonging, and friendship. (vocab word)
  402. ol Introduction, Appreciation, Competitive, Team-building.
  403. om A process in which several people build relationships to help with career advancement and keep updated about the industry. (voca word)
  404. on A part of an agenda item that requires some type of action. (vocab word)
  405. oo Holidays, Seasonal adjustments, Advertising & promotions, Community activities, Economy. (Factors that influence ___________ ______.)
  406. op Assemble termination package documents and info.
  407. oq An interview in which the manager asks a set of specific questions. (vocab word)
  408. or The idea that an employee is better than no employee, leading to a fast hiring decision. (vocab word)
  409. os A measure set by managers that defines the expected quality and quantity of an employee's work. (vocab word)
  410. ot The persons who affect or are affected by the establishment. Stakeholders include owners, managers, supervisors, employees, and customers. (vocab word)
  411. ou Maintain Success (Step 7 in the Employee Development Process)
  412. ov Discussion, Goal Setting, and Plans for Improvement (Step 3 of what?)
  413. ow Personal networking, Team meetings, Communication between department heads. (Communication Flow direction)
  414. ox Time-bound (Used in what acronym?)
  415. oy Conduct meeting
  416. oz Managers
    (Main Focus)
  417. pa An environment that is sexually demeaning or intimidating (creating fear). (vocab word)
  418. pb A process that requires an employee to demonstrate a high level of skill and to meet specific performance requirements by participating in a rigorous process to become certified. (vocab word)
  419. pc Ethical Decisions- Basic Ethical Principle
    Work to enhance the property's reputation and to improve the morale of employees.
  420. pd The procedures and guidelines that employees should follow when they want time off from work. (vocab word)
  421. pe A list of topics that will be considered at a meeting. (vocab word)
  422. pf The process of determining which employees will e needed to serve the expected number of customers during specific times. (vocab word)
  423. pg Sender. The person who sends a message.
  424. ph Message Channel. How messages will be communicated.
  425. pi Accidents, Incidents, Emergencies, Reports of food problems
  426. pj Dates/days, Employees' names, Scheduled days to work and to be off, Scheduled start & stop times, Date of schedule preparation and the name of the manager preparing it.
  427. pk The largest category of an operation's costs. (vocab word)
  428. pl Estimates of future sales based on sales history information. (vocab word)
  429. pm Identify Concerns (Step 1 to what?)
  430. pn Doing things right. (vocab word)
  431. po Take appropriate action
  432. pp A set of instructions used to produce a food or beverage item. (vocab definition)
  433. pq Determine budgeted labor costs. (Step 1 to Manage Employee ____ _________.)
  434. pr Actions that encourage desired worker behavior. (vocab word)
  435. ps Evaluate Results of the Action Plan
  436. pt A goal that focuses on each employee's personal efforts. (vocab word)
  437. pu Provide direction
    Provide milestones to tell how much more progress is still needed
    Divide activities into smaller parts that can be assigned to specific departments, teams, or employees
    Clarify employees' roles
    Motivate and challenge employees
    (Reasons to do what?)
  438. pv The actions or situations that create a problem. (vocab word)
  439. pw Identify company resources (to reduce what?)
  440. px Baselines of quality and quantity that can be compared to actual operating results. (vocab word)
  441. py Goal setting, Planning, Decision Making, Delegating, Scheduling. (Skills needed for what?)
  442. pz Managers
    (Impact on Present Situation)
  443. qa Things that, if not taken care of, can make employees unhappy and prevent them from doing a good job. (vocab word)
  444. qb A statement that refines an operation's vision statement by stating the purpose of the organization to employees and customers. (vocab word)
  445. qc A program that offers incentives for employees to improve performance and increase productivity (vocab word)
  446. qd Goals that align with the strategies that have been developed. (definition of?)
  447. qe Positive work environment, Open communication channels, Employee support systems, Workplace diversity (benefits of what?)
  448. qf Reports to managers, Schedule requests, Suggestion-box ideas. (Communication Flow direction)
  449. qg Determine and Analyze Solution Alternatives
  450. qh A file that is maintained for each employee and contains confidential documents including employment application, emergency contact form, disciplinary action history, and current personal information. (vocab word)
  451. qi D. Mediation (a _______ __________ strategy.)
  452. qj A temporary source of income to eligible persons who lose their job that is funded with money paid by the employer while the person was employed. (vocab word)
  453. qk A pay increase related to an index developed by the U.S. Bureau of Labor Statistics that reflects changes in the costs of items such as food, housing, and transportation to the average customer. (vocab word)
  454. ql A fixed amount of money for a certain time period that does not vary, regardless of the number of hours worked. (vocab word)
  455. qm The number of labor hours worked in excess of scheduled hours. (vocab word)
  456. qn B. Bargaining approach (a "_____ and _____" approach)
  457. qo A first-rung manager who directs the work of entry-level employees on his or her team. (vocab word)
  458. qp Professionalism, Personal Treatment, Work and Task Support.
  459. qq The date that the employee began working for the establishment. (vocab word)
  460. qr Managers
    (Problem Solving)
  461. qs D. A list of days and times that employees receiving wages will work.
  462. qt A way to collect ideas in which each team member makes suggestions without comment from the others. (vocab word)
  463. qu Preparing for the Meeting (Step 1 of what?)
  464. qv An explanation of how to perform each of the procedures that make up a task. (vocab word)
  465. qw D. operation. (the priority when managers help _____ ______ make decisions.)
  466. qx Information, Problem-solving, Brainstorming, Action
  467. qy (Management Style that is most useful for these employees) Consultants and subcontractors. Ex. persons hired to provide pest control services select and apply the chemicals they know to be the best for the specific establishment.
  468. qz A temporary team of employees selected to solve a specific problem. (vocab word)
  469. ra The principle that each staff member should have only one boss. (vocab word)
  470. rb A person who receives a paycheck but is not currently employed. (vocab word)
  471. rc The ability to inspire and motivate employees to act in ways that are in line with the vision of an organization and that help accomplish its goals. (vocab word)
  472. rd A strategy for encouraging guests to order products or services they may not have been aware of or intending to purchase. (vocab word)
  473. re A goal at the highest level, focusing on broad statements of what the entire operation wants to achieve. (vocab word)
  474. rf (Management Style that is most useful for these employees) Employees performing routine work such as bookkeeping.
  475. rg Achievable. Goals should require an employee or a team to strive to achieve them. However, they must also be realistic. (Used in what acronym?)
  476. rh Message Context. Environment through which a message travels.
  477. ri Expected revenue from and costs to provide products and services to community business visitors.
  478. rj Vision, Mission (in short, what are these Statements?)
  479. rk B. Third-party (a type of lawsuit an employee can file for _______ __________.)
  480. rl D. Review past performance evaluations. (This can help a manager develop an effective ________ _______ plan.)
  481. rm A strategy developed to guide interactions with newspaper, television, and radio reporters about an establishment's response to an emergency. (vocab word)
  482. rn Delegate some work (to reduce what?)
  483. ro a system that allows employees and teams to use the company's private communications network to share information and ideas. (vocab word)
  484. rp Unwelcome conduct based on race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability, or genetic information. (vocab word)
  485. rq C. Before the shift begins
  486. rr True. (_______ are statements that refer to what the entire organization wants to achieve.)
  487. rs C. More than 40 hours weekly
  488. rt A. positions that are needed.
  489. ru C. Make sure that managers set a good example. (doing this can build a positive ____ _____________.)
  490. rv Ground rules
  491. rw Entire organization, Public. (Message Context Circle)
  492. rx Establish a Schedule, Obtain Learning Resources, Complete Necessary Training. (The 3 parts of Step 3 to what kind of plan?)
  493. ry The difference between a budgeted expense and an actual expense. (vocab word)
  494. rz The food and beverage products, money, time, equipment, energy, and work methods that can be used to reach goals. (vocab word)
  495. sa Planning, Implementing, and Evaluating.
  496. sb Specific. Goal must be clearly stated and indicate exactly what is expected. Conditions needed to reach the goal are important. (Used in what acronym?)
  497. sc A federal law that sets minimum wage, overtime pay, equal pay, record-keeping, and child-labor standards for covered employees. (vocab word)
  498. sd An information return completed by employers and sent to the federal taxing authorities that is used to report wages and salaries paid to employees and the taxes withheld from them. (vocab word)
  499. se A federal law that allows eligible employees to take off an extended amount of time for medical and other personal reasons; it applies to businesses employing 50 or more persons. (vocab word)
  500. sf (Consolidated Omnibus Budget Reconciliation Act) A law that gives workers who lose health insurance benefits the right to continue group health benefits for limited periods under certain situations. (vocab word)
  501. sg Using employees effectively, Building flexibility into the schedule, Scheduling minors, Paying overtime, Planning fair & reasonable schedules.
  502. sh Sender/Receiver environment. (Message Context Circle)
  503. si A statement of goals and activities to be addressed within the next 12 months to move the operation toward its mission. (vocab word)
  504. sj Negotiation, Mediation, Arbitration. (3 strategies for what?)
  505. sk C. 7 to 10
  506. sl Practice ongoing coaching (Step 3 of the __________ Process)
  507. sm A. When they are received (This is when telephone calls should be ______.)
  508. sn The process of sending and receiving information by speech, gestures, or writing to receive a response or action. (vocab word)
  509. so A state-regulated insurance program that pays medical bills and some lost wages for employees who are injured at work or who have a work-related illness or disease. (vocab word)