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509 Multiple choice questions

  1. Assemble termination package documents and info.
  2. D. Functional team (this type of team performs _______ task that are part of the job descriptions.)
  3. Letting people know. (vocab word)
  4. Unwelcome conduct based on race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability, or genetic information. (vocab word)
  5. Functional Team (example)
  6. Unemployment insurance, Social security, Medicare, Workers' compensation.
  7. A type of action meeting that occurs when some type of emergency has occurred and immediate action must be taken. (vocab word)
  8. 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 ________ _________)
  9. Leaders
  10. Things that motivate people. These can be personal and difficult to measure. (vocab word)
  11. 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)
  12. Policy Name
  13. Negotiation, Mediation, Arbitration. (3 strategies for what?)
  14. B. Who. (this should be answered to determine what?)
  15. Neither important nor urgent
  16. Leaders
    (Decision Making)
  17. A discussion between involved persons with the goal of reaching an acceptable agreement. (vocab word)
  18. 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)
  19. Needs that involve interaction with others, including love, belonging, and friendship. (vocab word)
  20. Using employees effectively, Building flexibility into the schedule, Scheduling minors, Paying overtime, Planning fair & reasonable schedules.
  21. Make adjustments to security.
  22. B. build employee trust. (managers who use effective __________ _____ will be able to build employee trust.)
  23. Fire, Foodborne illness, Armed robbery, Gas leak, Terrorist attack, Natural Disaster.
  24. A. When they are received (This is when telephone calls should be ______.)
  25. Message Content. Information sent by sender to receiver.
  26. Doing things right. (vocab word)
  27. Think about the audience to whom the message will be directed. (Step 2 of what?)
  28. 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)
  29. Preparation, Planning, Implementation, Assessment and appreciation. (4-step Process for what?)
  30. Identify the cause.
  31. Characterized by managers who allow employees to do what they want to do. (Management Style)
  32. Conduct the termination meeting.
  33. An analysis that identifies an operation's strengths and weaknesses and examines its opportunities and threats. (vocab word)
  34. 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)
  35. C. Ensures they will help achieve goals. (is a benefit that results from involving staff member in the _______-_______ process.)
  36. 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 ________ _________)
  37. Processes that encourage finding solutions to problems before more formal grievance procedures are needed. (vocab word)
  38. 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)
  39. Ethical Decisions- Basic Ethical Principle
    Always do the best job possible.
  40. A meeting that shares communication such as project reports and updates or one used for orientation and training. (vocab word)
  41. The principle that each staff member should have only one boss. (vocab word)
  42. Develop the message. (Step 5 of what?)
  43. 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)
  44. ...managers make consistent decisions about issues that occur frequently.
  45. Discussion, Goal Setting, and Plans for Improvement (Step 3 of what?)
  46. Managers
    (Problem Solving)
  47. Self-directed Team (example)
  48. 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)
  49. Message Context. Environment through which a message travels.
  50. A brief training session held before a work shift begins. (vocab word)
  51. Norming (Stage 3 of what?)
  52. Treating persons unequally for reasons that do not relate to their legal rights or abilities. (vocab word)
  53. 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)
  54. Select the right employee, Train correctly, Supervise effectively, Be an employer of choice.
  55. The process of providing a person with a reason to do something. (vocab word)
  56. 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)
  57. Current rate, Job performance, Accomplishments, Business goals
  58. Implement the Action Plan
  59. The crime of stealing money or property from the person or business who lawfully owns it. (voca word)
  60. Communication that builds the customer base and helps build and maintain the establishment's desired identity throughout the community. (vocab word)
  61. Select Development Methods (Step 2 in the Employee Development Process)
  62. A well-thought-out process that uses a logical series of activities to determine a course of action. (vocab word)
  63. Identify company resources (to reduce what?)
  64. The idea that an employee is better than no employee, leading to a fast hiring decision. (vocab word)
  65. 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)
  66. Remain Motivated and Overcome Obstacles
  67. Problem-Solving Team (example)
  68. Consider the purpose of the communication. (Step 1 of what?)
  69. The person or persons for whom a message is intended.
  70. A theory that identifies two different sets of factors that can motivate (motivation factors) and demotivate (maintenance factors) employees. (vocab word)
  71. Needs concerning those things that make people feel secure or keep them safe. (vocab word)
  72. A federal law that sets minimum wage, overtime pay, equal pay, record-keeping, and child-labor standards for covered employees. (vocab word)
  73. 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 ________ _________)
  74. 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)
  75. Employee Appraisal (Step 2 of what?)
  76. The way in which a person responds when he or she receives a message. (vocab word)
  77. Determine how to communicate the information. (Step 4 of what?)
  78. Needs that focus on how people feel about themselves and how they think others feel about them (vocab word)
  79. An operation's highest-level concern for employees to address. (vocab word)
  80. 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)
  81. Comparing actual results with set standards. (vocab word)
  82. Managers
  83. Policy Statement
  84. Setting the company's goals. (vocab word)
  85. A strategy for encouraging guests to order products or services they may not have been aware of or intending to purchase. (vocab word)
  86. A. vision and mission statements. (these should be the primary drive for what?)
  87. Positive work environment, Open communication channels, Employee support systems, Workplace diversity (benefits of what?)
  88. B. Bargaining approach (a "_____ and _____" approach)
  89. D. Physiological needs (is the basic level of need according to what?)
  90. The number of times a table is used during a specific meal period. (vocab word)
  91. True. (_______ are statements that refer to what the entire organization wants to achieve.)
  92. Identify gaps between observed behavior and SOPs. (Step 2 of what?)
  93. Vacation requests, Day-off requests, Family & Medical Leave (FMLA)
  94. Money paid by customers in return for providing services. (vocab word)
  95. The restaurant/foodservice team, department team, work-shift team, workstation team, other (ex. cross-functional, advisory, etc.)
  96. Ensure employee surrenders company property and receives personal property.
  97. Planning and using procedures and tools to increase a person's efficiency and productivity. (vocab word)
  98. B. Delegate some work to responsible employees. (a good way to help minimize ______)
  99. Vision, Mission (in short, what are these Statements?)
  100. Analyze after-shift labor information (Step 6 to Manage Employee ____ _________.)
  101. A measure set by managers that defines the expected quality and quantity of an employee's work. (vocab word)
  102. A person who receives a paycheck but is not currently employed. (vocab word)
  103. C. Variance
  104. Professionalism, Personal Treatment, Work and Task Support.
  105. Managers
    (Planning Responsibility)
  106. A way to collect ideas in which each team member makes suggestions without comment from the others. (vocab word)
  107. Strengths (Used in what acronym?)
  108. D. Responsibility (a factor in __________ two-factor theory.)
  109. C. More than 40 hours weekly
  110. Oral Warning
  111. Time-bound (Used in what acronym?)
  112. Monitor employees during shifts. (Step 5 to Manage Employee ____ _________.)
  113. Specific. Goal must be clearly stated and indicate exactly what is expected. Conditions needed to reach the goal are important. (Used in what acronym?)
  114. 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.)
  115. Information, Problem-solving, Brainstorming, Action
  116. Strategies to increase community business visitor counts and revenue within the next 12 months.
  117. (Management Style that is most useful for these employees) Employees performing routine work such as bookkeeping.
  118. Goals that allow the results to be repeated over a long period. (definition of?)
  119. Celebrate Success (Step 6 in the Employee Development Process)
  120. Address the problem person-by-person. (Step 1 for managing what?)
  121. Define the Problem
  122. An action by an employee that typically causes immediate termination. (vocab word)
  123. Baselines of quality and quantity that can be compared to actual operating results. (vocab word)
  124. Training an employee to do work that is not normally part of his or her position. (vocab word)
  125. B. discover ways to shorten the team development process. (the importance of discussing _______ learned during projects.)
  126. 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
  127. The number of labor hours worked in excess of scheduled hours. (vocab word)
  128. Ethical Decisions- Basic Ethical Principle
    Be considerate of persons affected by decision making.
  129. A plan of action to reach a goal (vocab word)
  130. Exceeds, Excels, Delights, Puts customers first, Is extraordinary, Gets it right the first time, etc....
  131. A. ensuring alternatives are both feasible and practical. (team member can assist with this during the _______ stage of a team project.)
  132. Leaders
    (Problem Solving)
  133. To be the best establishment for business travelers in the community.
  134. Do not judge too quickly, Keep an open mind, Avoid "talking down" to employees, Be straightforward, Be positive, Be patient. (Guidelines for ______ _______)
  135. Reinforce positive performance (Step 2 of the __________ Process)
  136. C. Before the shift begins
  137. The third stage of team development, in which team members settle their differences and develop more trusting relationships. (vocab word)
  138. Using an outside provider to do work that could otherwise be done by an employee. (vocab word)
  139. Adequate technical abilities, Problem-solving skills, Interpersonal skills (3 skills needed for successful what?)
  140. A summary of the establishment's profitability during a certain time period. (vocab word)
  141. Distribute and adjust the crew schedule. (Step 4 to Manage Employee ____ _________.)
  142. 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)
  143. Characterized by relying on written rules and regulation. Things that are always done "by the book." (Management Style)
  144. Receiver. Person for whom the message is intended.
  145. A. They can help motivate employees. (___________ ______________ program can do this.)
  146. Money paid indirectly in support of employees for purposes such as vacation, holiday pay, sick leave, and health insurance. (vocab word)
  147. Receiver may not know the meanings of words or phrases or may interpret them differently than the sender. (This is a ________ _________)
  148. A key element of an operation that indicates the most basic reasons the business exists. (vocab word)
  149. A team of employees from different departments who consider problems that impact their areas and the operation as a whole. (vocab word)
  150. 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?)
  151. A set of standards that guides restaurant and foodservice operations, which is the foundation for developing the vision statement and mission statement. (vocab word)
  152. C. 7 to 10
  153. Weekly schedules, Management decisions, Updates, Annual reports. (Communication Flow direction)
  154. Disruptive/destructive behavior, Insubordination, Theft, Harassment, Alcohol/drug abuse, Inappropriate conduct, Conduct harmful to company image.
  155. 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)
  156. A goal that is set at the second highest level in the operation. (vocab word)
  157. 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)
  158. 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.
  159. Probation
  160. True. (_______ analysis identifies organizational strengths and weaknesses.)
  161. The direct approach, Bargaining, Enforcement of team rules, Retreat, Conflict management as a team.
  162. False. (___________ require to be measurable)
  163. Adjourning (Stage 5 of what?)
  164. Advice to organizations, networking that provides info, and new business for their properties. (Who can provide all these things?)
  165. To increase the number of community business visitors as identified by the local tourist and convention center by 5% within the next 12 months.
  166. Review of plans and summary
  167. A statement that refines an operation's vision statement by stating the purpose of the organization to employees and customers. (vocab word)
  168. Identify Concerns (Step 1 to what?)
  169. The number of hours of work, usually 40, after which an employee must receive a premium pay rate. (vocab word)
  170. Relevant. Goals must relate to the operation's vision and mission statements. (Used in what acronym?)
  171. Planning, Implementing, and Evaluating.
  172. False. (A ____________ will be achieved in 3-5 years)
  173. A process in which several people build relationships to help with career advancement and keep updated about the industry. (voca word)
  174. Arrange decision all members agree to. (Step 3 for managing what?)
  175. The food and beverage products, money, time, equipment, energy, and work methods that can be used to reach goals. (vocab word)
  176. Step 2. (step to go to when the plan is _________)
  177. 1. Develop the Plan
    2. Implement the Plan
    3. Evaluate the Plan
    4. Apply the Results
    (4 steps for reaching what?)
  178. Putting it all Together ((unnecessary)Stage 6 of what?)
  179. The use of technical language can create communication challenges. (This is a ________ _________)
  180. Monetary compensation for employees who are paid on the basis of the number of hours they work. (vocab word)
  181. A standard by which something can be measured or judged. (vocab word)
  182. Establish standards and procedures
  183. Leaders
    (Influence on Organization)
  184. The procedures and guidelines that employees should follow when they want time off from work. (vocab word)
  185. C. 67
  186. 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.
  187. Compare observed performance with SOPs. (Step 1 of what?)
  188. Written Warning
  189. Forming (Stage 1 of what?)
  190. An explanation of how to perform each of the procedures that make up a task. (vocab word)
  191. Communication that occurs between employees in different departments. (vocab word)
  192. Leaders
    (Main Focus)
  193. Value, Mission (in short, what are these Statements?)
  194. 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 ________ _________)
  195. Expected revenue from and costs to provide products and services to community business visitors.
  196. 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)
  197. Evaluate Results of the Action Plan
  198. Goal setting, Planning, Decision Making, Delegating, Scheduling. (Skills needed for what?)
  199. The job of recruiting and selecting new workers, making job offers, and orienting the new employees. (vocab word)
  200. A record of what is decided, what is accomplished, and what action items are agreed upon at meetings. (vocab word)
  201. Characterized by a domineering manager with ultimate authority over employees. (Management Style)
  202. 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)
  203. Communication that relates to messages of all types sent by managers to all employees. (vocab word)
  204. The date that the employee began working for the establishment. (vocab word)
  205. 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)
  206. 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)
  207. How things are normally done. (vocab word)
  208. Unwelcome begavior of a sezual nature that interferes with an employee's job performance. (vocab word)
  209. Determine the reason for the gap. (Step 3 of what?)
  210. Who does what, and when. (vocab word)
  211. A. Gaining the team's acceptance of the goals (a major benefit to including teams in the ____-______ process)
  212. An agreed-upon amount of additional compensation to be paid when specific financial goals are met. (vocab word)
  213. Delegate some work (to reduce what?)
  214. Leaders
    (Planning Responsibility)
  215. Held over for another meeting. (voca word)
  216. A legal notice that requires certain documents be provided to a court of law. (vocab word)
  217. The obligation that workers have to their own bosses. (vocab word)
  218. The basic management activity that involves arranging group efforts in the best way. (vocab word)
  219. 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)
  220. The persons who affect or are affected by the establishment. Stakeholders include owners, managers, supervisors, employees, and customers. (vocab word)
  221. An emergency that cannot be prevented, such as a natural disaster. (vocab word)
  222. Take appropriate action
  223. Create a master schedule. (Step 2 to Manage Employee ____ _________.)
  224. Liability that occurs when an establishment is legally responsible for a situation. (vocab word)
  225. C. Make sure that managers set a good example. (doing this can build a positive ____ _____________.)
  226. Establish Goals (Step 1 in the Employee Development Process)
  227. Establish a Schedule, Obtain Learning Resources, Complete Necessary Training. (The 3 parts of Step 3 to what kind of plan?)
  228. The actions people take to further their careers. (vocab word)
  229. Develop a crew schedule. (Step 3 to Manage Employee ____ _________.)
  230. The act of cooperating and working together to complete tasks and reach common goals. (vocab word)
  231. Events that need to be recorded for historical purposes in case of a potential claim or lawsuit. (vocab word)
  232. Preparing for the Meeting (Step 1 of what?)
  233. 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)
  234. A. The members are self-directed because they propose challenging goals. (A characteristic of a ____-__________ team.)
  235. False. (_________ is the expected revenue from and costs to provide products and services to community business visitors.)
  236. A list of activities to be completed for employees who are leaving the organization. (vocab word)
  237. Ethical Decisions- Basic Ethical Principle
    Lead by example.
  238. Monitor factors
  239. 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)
  240. 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)
  241. 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)
  242. Failure to follow reasonable instructions. (vocab word)
  243. Any sound, such as loud talking or blaring radios, that interferes with communication. (vocab word)
  244. A manager's voice can indicate disapproval, negativity, or concern. (This is a ________ _________)
  245. False. (_______ is a summary of the establishment's profitability during a certain time period.)
  246. Gather Materials to plan for next meeting
  247. Analyze factors
  248. Ethical Decisions- Basic Ethical Principle
    Accept responsibility for decisions after they are made.
  249. A legal procedure by which someone who is owed money can collect what is owed from an employee's wages. (vocab word)
  250. D. operation. (the priority when managers help _____ ______ make decisions.)
  251. 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)
  252. A planned course of action for an important activity that provides a general strategy for managing that activity. (vocab word)
  253. Measurable. Goals must describe measurable results that allow comparisons between the goals and the actual results produced by the plan. (Used in what acronym?)
  254. An emergency that may be prevented from happening, such as a fire of foodborne illness. (vocab word)
  255. Ethical Decisions- Basic Ethical Principle
    Do what is right.
  256. Maintain Success (Step 7 in the Employee Development Process)
  257. Rules about how meetings are run, how participants should interact, and what behavior i acceptable. (voca word)
  258. 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)
  259. 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)
  260. (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)
  261. Conduct meeting
  262. Taking too long to make a decision, Mishandling team disagreements, Working inefficiently, Avoiding responsibility. (4 potential problem of what?)
  263. An informal process that reinforces positive job performance and corrects negative performance; it involves considerable listening skills, patience, and focus. (vocab word)
  264. Message Channel. How messages will be communicated.
  265. A federal law that requires that men and women in the same workplace be given equal pay for equal work. (vocab word)
  266. A. Discuss the same type of topics you would discuss in a job interview. (a manager can do this to show _________ in employees)
  267. Body movements can cause distractions to listening, and gestures can convey different messages to different people. (This is a ________ _________)
  268. Procedures that follow a manufacturer's instructions about how to keep equipment in good, working order. (vocab word)
  269. Ethical Decisions- Basic Ethical Principle
    Do not mislead or deceive others.
  270. Evaluate Plan (Step 5 in the Employee Development Process)
  271. One-on-One mediator (gather info). (Step 2 for managing what?)
  272. A strategy developed to guide interactions with newspaper, television, and radio reporters about an establishment's response to an emergency. (vocab word)
  273. 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)
  274. The largest category of an operation's costs. (vocab word)
  275. 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)
  276. Determine and Analyze Solution Alternatives
  277. Needs that relate to the body and include food, water, air, and sleep. (vocab word)
  278. Money taken from an employee's wages by an employer and paid directly to the government. (vocab word)
  279. A calendar of specific activities designed to meet the operation's revenue goals. (vocab word)
  280. Very important but not urgent
  281. C. Always try to express a positive attitude. (This is a basic _____ ______.)
  282. D. A list of days and times that employees receiving wages will work.
  283. Entire organization, Public. (Message Context Circle)
  284. Focus on Employees, Maintain Open Communication, Celebrate, Success and Build Teams, Promote Diversity and Fairness.
  285. B. Review the employee's personnel file and job description. (managers should do this to prepare for a ________ _________ session.)
  286. The surrounding or environment through which a message travels. (vocab word)
  287. A. A plan of action to meet a goal. (this is the short definition of what?)
  288. A. Wages
  289. Sender. The person who sends a message.
  290. The difference between a budgeted expense and an actual expense. (vocab word)
  291. Sometimes there are good and bad times to talk to employees. (This is a ________ _________)
  292. A schedule that shows days and times managers are expected to work. (vocab word)
  293. A. SMART goal to be addressed (is present in an effectively developed ______ ______)
  294. D. Performing (when team member begin to recognize the _______ of working together.)
  295. The way in which authority flows from one management level to the next. (vocab word)
  296. Performing (Stage 4 of what?)
  297. B. Third-party (a type of lawsuit an employee can file for _______ __________.)
  298. The beliefs, values, and norms shared by workers in the organization that are then passed on to new employees. (vocab word)
  299. Value, Vision (in short, what are these Statements?)
  300. A first-rung manager who directs the work of entry-level employees on his or her team. (vocab word)
  301. To meet the dining and small-group-meeting needs of community business visitors by providing desired food, beverage, and small-group-meeting services.
  302. Formal power within an organization. (vocab word)
  303. Compare actual performance to expected performance.(Step 1 of the __________ Process)
  304. Department, Team, Restaurant. (Message Context Circle)
  305. A process in which a neutral third party listens and reviews facts and makes a decision to settle a conflict. (vocab word)
  306. 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)
  307. Managers
    (Decision Making)
  308. A. They can develop their knowledge and skills. (these are benefits to employees who assist with what?)
  309. Weaknesses (Used in what acronym?)
  310. A listing of the tasks that a person working within a position must be able to perform. (vocab word)
  311. A policy that allows no amount of harassing behavior. (vocab word)
  312. Leaders
    (Impact on present situation)
  313. Closing the Meeting and Following Up (Step 3 of what?)
  314. Managers
    (Impact on Present Situation)
  315. Managers
    (Main Focus)
  316. Not important but urgent
  317. Personal networking, Team meetings, Communication between department heads. (Communication Flow direction)
  318. The actions or situations that create a problem. (vocab word)
  319. Follow up on the Agreement (Step 6 to what?)
  320. A written description or list of steps that tells how to correctly perform a task. (vocab word)
  321. The process of assigning authority to employees to do work that a manager at a higher organizational level would otherwise do. (vocab word)
  322. Cross-functional Team (example)
  323. 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 ________ _________)
  324. B. the task is repetitive and easily mastered. (The type of task a manager can ______ to an employee.)
  325. Determine the Facts (Step 2 to what?)
  326. Managers
    (Employee Emphasis)
  327. Doing the right things. (vocab word)
  328. Threats (Used in what acronym?)
  329. The money and fringe benefit expenses paid to the employees for the work they do. (vocab word)
  330. Follow-up disciplinary action (if needed). (Step 6 of what?)
  331. The process of determining which employees will e needed to serve the expected number of customers during specific times. (vocab word)
  332. D. will contribute to professional knowledge and skills. (The best learning activities for _________ ____________.)
  333. A brief meeting, often with just a few employees, that addresses and resolves a problem so action can be taken right away. (vocab word)
  334. A. Message channel (what are examples of this element of the communication process?)
  335. A group of people who work together to complete a task or reach a common goal. (vocab word)
  336. A program that offers incentives for employees to improve performance and increase productivity (vocab word)
  337. Conduction the Meeting (Step 2 of what?)
  338. 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)
  339. Monitor employee behavior to ensure the problem is corrected. (Step 5 of what?)
  340. Balanced, Strategic, Long-term (Are needed for what?)
  341. A small group of employees who manage many daily issues within their functional team with little supervision. (vocab word)
  342. Team-building goals, Information goals, Work-related goals.
  343. A possible solution to a problem (vocab word)
  344. Interpersonal skills, Allow members to make decisions, Allow members to contribute to goals, Request comments, Link the team to gain commitment, Maximize morale levels.
  345. Correct the negative behavior. (Step 4 of what?)
  346. Leaders
    (Employee Emphasis)
  347. D. Department goals should help meet organizational goals. (this is a correct statement about what 2 things?)
  348. A series of steps that will be taken to resolve a problem. (vocab word)
  349. Sender/Receiver environment. (Message Context Circle)
  350. Ensure proper documentation.
  351. Using what you have to do what you want to do. (vocab word)
  352. A. As soon as possible (this is when managers should respond to employee ________.)
  353. 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)
  354. A set of values based on the idea that there are benefits to work that include strengthening character. (vocab word)
  355. Communicate effectively, Select the appropriate leadership style, Conduct team-building exercises, Understand and explain the role of the team, Apply effective management skills.
  356. 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
  357. Estimates of future sales based on sales history information. (vocab word)
  358. Plan meeting
  359. A session in which the team leader asks all team member to evaluate all aspects of a project after it is completed. (vocab word)
  360. Determine the Cause
  361. Deliver the message. (Step 6 of what?)
  362. A. guide decision making. (is the result of the use of the code of ______.)
  363. Develop and Action Plan
  364. Storming (Stage 2 of what?)
  365. D. Review past performance evaluations. (This can help a manager develop an effective ________ _______ plan.)
  366. A sudden or unexpected situation that can cause injury, death, or property damage, or interfere with normal activities. (vocab word)
  367. A process in which a neutral third party facilitates a discussion of difficult issues and makes suggestions about an agreement. (vocab word)
  368. The fifth stage of team development, which occurs when the team has achieved its purpose and members move on to other tasks. (vocab word)
  369. A part of an agenda item that requires some type of action. (vocab word)
  370. 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)
  371. Reports to managers, Schedule requests, Suggestion-box ideas. (Communication Flow direction)
  372. Functional Teams, Problem-solving Teams, Cross-functional Teams, Self-directed Teams.
  373. B. Importance of the plan compared to others (this is what employees must be told when assigned to work on what?)
  374. A temporary team of employees selected to solve a specific problem. (vocab word)
  375. D. Job skills and knowledge (characteristics an employee should have when a manager is _________ plan tasks.)
  376. Someone who runs a meeting (vocab word)
  377. Set realistic goals (to reduce what?)
  378. 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?)
  379. (____________ are made up of persons from different)
    B. departments in the organization.
  380. Ethical Decisions- Basic Ethical Principle
    Avoid conflicts of interest and do not disclose confidential information.
  381. Poor management style, High employee turnover, A focus on relationships instead of goals.
  382. Guiding principles with lasting value that effective leaders use to set the professional tone and conduct in their operations. (definition of _________)
  383. Employers who hire the same type of employees as the establishment. (vocab word)
  384. Discussing Performance Problems (Step 4 of what?)
  385. to correctly perform a task.
  386. A goal that is Specific, Measurable, Achievable, Relevant, and Time-bound. (vocab word)
  387. An employee who does not qualify for overtime pay according to the Fair Labor Standards Act (FLSA). (vocab word)
  388. A term that relates to portions of contracts that do not change when they are used with different parties. (vocab word)
  389. A. Before goals are developed (this is when and operation's _______ statement is developed.)
  390. A predetermined amount of money that is used to make relatively infrequent and low-cost purchases for an establishment. (vocab word)
  391. The basic management activity that involves determining the extent to which the organization keeps on track of achieving goals. (vocab word)
  392. B. helps employees learn how the manager views their work. (this is an advantage of effective ________.)
  393. B. Managers motivate when they create conditions employees appreciate. (this is a correct statement about ________)
  394. A goal that focuses on each employee's personal efforts. (vocab word)
  395. A set of instructions used to produce a food or beverage item. (vocab definition)
  396. D. identify progress. (Which SMART letter allows the organization to do this?)
  397. Warm-up activities
  398. 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)
  399. An employee who can perform more than one job on a regular basis. (vocab word)
  400. A goal at the highest level, focusing on broad statements of what the entire operation wants to achieve. (vocab word)
  401. An environment that is sexually demeaning or intimidating (creating fear). (vocab word)
  402. An interview in which the manager conducts a conversation with the employee without using any prepared questions. (vocab word)
  403. A. Interpret it. (who needs to do this in order to understand a message?)
  404. C. They know what their employees expect from their employer. (is a correct statement about professional _______.)
  405. Ethical Decisions- Basic Ethical Principle
    Treat individuals equally; always appreciate diversity.
  406. A list of key persons to be notified in the event of an emergency. (vocab word)
  407. Achievable. Goals should require an employee or a team to strive to achieve them. However, they must also be realistic. (Used in what acronym?)
  408. 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)
  409. Monitor Progress (Step 4 in the Employee Development Process)
  410. Wages, Salary, Benefits
  411. Ground rules
  412. Practice ongoing coaching (Step 3 of the __________ Process)
  413. A situation in which an employee, for his or her own personal reasons, decides to leave the organization. (vocab word)
  414. A. One manager on-site
  415. 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.
  416. A team of employees form the same area or department who perform the routine tasks in their job description. (vocab word)
  417. Holidays, Seasonal adjustments, Advertising & promotions, Community activities, Economy. (Factors that influence ___________ ______.)
  418. Determine what information will be needed. (Step 3 of what?)
  419. D. Mediation (a _______ __________ strategy.)
  420. What is out room rate today is example. (vocab word)
  421. A process that involves a series of punishments that become more serious as unacceptable performance continues. (vocab word)
  422. Employee Performance (Step 1 of what?)
  423. B. Consider the receiver's background. (This will help ensure what?)
  424. 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)
  425. D. Learning to work together effectively. (An effort that is a ____-_________ goal.)
  426. Select the Best Solution
  427. Plan and Evaluate (to reduce what?)
  428. C. When a person is giving a speech (this is when _________ communication is most apparent.)
  429. A document that outlines actions to take in the event of an emergency or an unexpected event.(vocab word)
  430. A. Planning (is a basic ________ activity.)
  431. A list that indicates all tasks included in a position (vocab word)
  432. A statement based on an establishment's value statement that describes what it wants to become and why it exists. (vocab word)
  433. Correct negative performance (Step 2 of the __________ Process)
  434. Monitor and follow up on the message. (Step 7 of what?)
  435. Actions that encourage desired worker behavior. (vocab word)
  436. Ethical Decisions- Basic Ethical Principle
    Work to enhance the property's reputation and to improve the morale of employees.
  437. A listing of the personal requirements needed to successfully do the tasks listed on the job description. (vocab word)
  438. A fixed amount of money for a certain time period that does not vary, regardless of the number of hours worked. (vocab word)
  439. Opportunities (Used in what acronym?)
  440. Determine budgeted labor costs. (Step 1 to Manage Employee ____ _________.)
  441. (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.
  442. B. Supporting (leadership style most useful for teams in the __________ stage.)
  443. Scope
  444. Complete meeting assignments
  445. A statement of goals and activities to be addressed within the next 12 months to move the operation toward its mission. (vocab word)
  446. Monitor employee performance
  447. The ability to focus on what a person is saying to understand the message being sent. (vocab word)
  448. Prices requested for items of the same quality from a specified number of vendors to determine the lowest price. (vocab word)
  449. Managers
    (Influence on Organization)
  450. 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)
  451. Environmental noise is any sound that interferes with communication. (This is a ________ _________)
  452. Open-ended, Close-ended, Multiple-choice
  453. Develop a Resolution (Step 3 to what?)
  454. 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?)
  455. General irritability, Insomnia, Headaches, Indigestion, Pain in neck or lower back, Changes in appetite, Changes in sleep patterns. (What are these indicators of?)
  456. Introduction, Appreciation, Competitive, Team-building.
  457. The process of removing customers and employees from the building when an emergency occurs. (vocab word)
  458. Accidents, Incidents, Emergencies, Reports of food problems
  459. A process managers can use to identify what causes them stress in the workplace or in their personal lives. (vocab word)
  460. Establish Professional Goals (Step 1 to what kind of plan?)
  461. Communicate the Resolution (Step 4 to what?)
  462. Goals that consider the interests of the operation's owners, managers, other employees, and customers. (definition of?)
  463. 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)
  464. Actions that discourage improper worker behavior. (vocab word)
  465. Train staff
  466. D. using power equipment.
  467. Things that, if not taken care of, can make employees unhappy and prevent them from doing a good job. (vocab word)
  468. 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)
  469. Self-Actualization
  470. A quick exercise that prepares people to focus on the meeting and its objectives. (vocab word)
  471. A. positions that are needed.
  472. A legal term that indicates a failure to use reasonable care as a manager, which i grounds for legal action. (vocab word)
  473. 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.
  474. Very important and very urgent
  475. 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)
  476. Document for Future Reference
  477. Monitor and communicate (to reduce what?)
  478. The amount paid excluding contributions for payroll, social security, taxes, and other required employer payments. (vocab word)
  479. Ther person who sends a message to a receiver. (vocab word)
  480. An interview in which the manager asks a set of specific questions. (vocab word)
  481. Movement and body language used to convey a message. (vacb word)
  482. An organized series of actions planned to expand an employee's skills and knowledge. (vocab word)
  483. Action plans must be determined
  484. Identify Learning Activities (Step 2 to what kind of plan?)
  485. (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.
  486. Goals that align with the strategies that have been developed. (definition of?)
  487. A. Remember that some employees may not want to participate if failure will reflect on them. (this principle ti important when developing a ____ ________.)
  488. Characterized by treating employees as equals who can contribute to the decision-making process. (Management Style)
  489. a system that allows employees and teams to use the company's private communications network to share information and ideas. (vocab word)
  490. Approve and Implement Plan (Step 3 in the Employee Development Process)
  491. Rules of appropriate behavior toward others at work. (vocab word)
  492. C. Inspiring People (This activity best describes the primary role of a ___________)
  493. 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)
  494. A federal medical insurance program that primarily serves individuals over 65 regardless of income, younger persons who are disabled, and dialysis patients. (vocab word)
  495. The process of sending and receiving information by speech, gestures, or writing to receive a response or action. (vocab word)
  496. The relationship between what is paid for something and the quality of the product or service that is received. (vocab word)
  497. The information sent by the sender to the receiver. (vocab word)
  498. Document the Agreement Reached (Step 5 to what?)
  499. 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)
  500. Ethical Decisions- Basic Ethical Principle
    Supply accurate information, and provide correction for information that is not factual.
  501. (Management Style that is most useful for these employees) Inexperienced employees performing relatively simple tasks such as busing tables.
  502. Obtain approvals and legal advice.
  503. Guidelines and procedures that explain how employees must tell managers if they are unable to work. (vocab word)
  504. Present each agenda item
  505. 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)
  506. A list of topics that will be considered at a meeting. (vocab word)
  507. Speak clearly, Use suitable language, Interact with listeners, Remember nonverbal communication, Personalize message for listeners, Vary speech patterns. (6 principles of _____ ______)
  508. Someone who can serve as a wise adviser for an employee. (vocab word)
  509. Purpose