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509 True/False questions

  1. Sample Policy Format
    Policy Name
    Purpose
    Scope
    ___________________
    ...how to correctly perform a task.

          

  2. 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.
    D. A list of days and times that employees receiving wages will work.

          

  3. Vision ExampleMonetary compensation for employees who are paid on the basis of the number of hours they work. (vocab word)

          

  4. 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
    A document that outlines actions to take in the event of an emergency or an unexpected event.(vocab word)

          

  5. Performance Appraisal Process
    1. Employee Performance
    2.
    3. Discussion, Goal Setting, and Plans for Improvement
    Repeat
    Ensure proper documentation.

          

  6. Implementing a Professional Development Plan:
    What must you do throughout implementing a plan to achieve your goal? (2 things)
    Establish a Schedule, Obtain Learning Resources, Complete Necessary Training. (The 3 parts of Step 3 to what kind of plan?)

          

  7. Chain of Command (vocab definition)The way in which authority flows from one management level to the next. (vocab word)

          

  8. 5 basic strategies to manage conflict within teams;The direct approach, Bargaining, Enforcement of team rules, Retreat, Conflict management as a team.

          

  9. Arbitration (vocab definition)A process in which a neutral third party listens and reviews facts and makes a decision to settle a conflict. (vocab word)

          

  10. Cause (problem-solving) (vocab definition)The actions or situations that create a problem. (vocab word)

          

  11. 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.
    Develop a Resolution (Step 3 to what?)

          

  12. 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
    D. Physiological needs (is the basic level of need according to what?)

          

  13. Compensation (vocab definition)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)

          

  14. 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
    Present each agenda item

          

  15. The Sender directs the Message Content by a Message Channel to the Receiver who obtains the message that is sent through the ___________.Message Context. Environment through which a message travels.

          

  16. Unemployment Insurance (vocab definition)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)

          

  17. Variance (vocab definition)A key element of an operation that indicates the most basic reasons the business exists. (vocab word)

          

  18. Typical Compensation Control Process
    1. Analyze factors
    2. Establish standards and procedures
    3.
    4. Monitor employee performance
    5. Take appropriate action
    6. Monitor factors
    Train staff

          

  19. 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.B. Review the employee's personnel file and job description. (managers should do this to prepare for a ________ _________ session.)

          

  20. Sales History (vocab definition)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)

          

  21. Procedures vs. Policies
    Procedures tell...
    ...how to correctly perform a task.

          

  22. Coaching (vocab definition)The basic management activity that involves determining the extent to which the organization keeps on track of achieving goals. (vocab word)

          

  23. 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
    Think about the audience to whom the message will be directed. (Step 2 of what?)

          

  24. 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
    B. Third-party (a type of lawsuit an employee can file for _______ __________.)

          

  25. True or False
    A long-range plan will be achieved in a year.
    False. (A ____________ will be achieved in 3-5 years)

          

  26. Employee Turnover Rate (vocab definition)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)

          

  27. 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.
    A. Discuss the same type of topics you would discuss in a job interview. (a manager can do this to show _________ in employees)

          

  28. 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
    Establish a Schedule, Obtain Learning Resources, Complete Necessary Training. (The 3 parts of Step 3 to what kind of plan?)

          

  29. Indicators of StressGeneral irritability, Insomnia, Headaches, Indigestion, Pain in neck or lower back, Changes in appetite, Changes in sleep patterns. (What are these indicators of?)

          

  30. Principles of Team Building (5 principles)Communicate effectively, Select the appropriate leadership style, Conduct team-building exercises, Understand and explain the role of the team, Apply effective management skills.

          

  31. Value Statement (vocab definition)An employee who can perform more than one job on a regular basis. (vocab word)

          

  32. Communication Barriers:
    Jargon
    The use of technical language can create communication challenges. (This is a ________ _________)

          

  33. 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
    Correct the negative behavior. (Step 4 of what?)

          

  34. Listening (vocab definition)An employee who can perform more than one job on a regular basis. (vocab word)

          

  35. 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
    Document the Agreement Reached (Step 5 to what?)

          

  36. 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.
    A. They can help motivate employees. (___________ ______________ program can do this.)

          

  37. The 4 steps for reaching goals.The food and beverage products, money, time, equipment, energy, and work methods that can be used to reach goals. (vocab word)

          

  38. Workplace Ethics (vocab definition)A strategy developed to guide interactions with newspaper, television, and radio reporters about an establishment's response to an emergency. (vocab word)

          

  39. Leaders vs. Managers
    Run the Operation
    Managers
    (Goal)

          

  40. 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
    A. SMART goal to be addressed (is present in an effectively developed ______ ______)

          

  41. Mission Statement ExampleVacation requests, Day-off requests, Family & Medical Leave (FMLA)

          

  42. Coordinating (vocab definition)The basic management activity that involves arranging group efforts in the best way. (vocab word)

          

  43. 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
    Ground rules

          

  44. Workers' Compensation (vocab definition)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)

          

  45. 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.
    (____________ are made up of persons from different)
    B. departments in the organization.

          

  46. 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.
    Conduct meeting

          

  47. 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.
    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?)

          

  48. Message Content (vocab definition)The information sent by the sender to the receiver. (vocab word)

          

  49. How are shift leaders paid?
    A. Wages
    B. Salary
    C. Salary plus incentive
    D. Salary plus bonus
    Monitor Progress (Step 4 in the Employee Development Process)

          

  50. Communication Flow:
    Lateral
    The process of providing a person with a reason to do something. (vocab word)

          

  51. Ethical Decisions- How to follow this Basic Ethical Principle
    Loyalty to Organization
    Ethical Decisions- Basic Ethical Principle
    Avoid conflicts of interest and do not disclose confidential information.

          

  52. Reducing Stress:
    ______ and ______ daily activities to minimize unanticipated situations.
    Plan and Evaluate (to reduce what?)

          

  53. 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
    D. Functional team (this type of team performs _______ task that are part of the job descriptions.)

          

  54. Problem Solving (vocab definition)The number of times a table is used during a specific meal period. (vocab word)

          

  55. Leaders vs. Managers
    Inspire People
    Leaders
    (Goal)

          

  56. Subpoena (vocab definition)(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)

          

  57. Communication Barriers:
    Opinions
    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 ________ _________)

          

  58. 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.
    Delegate some work (to reduce what?)

          

  59. 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.
    D. A list of days and times that employees receiving wages will work.

          

  60. 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
    B. Importance of the plan compared to others (this is what employees must be told when assigned to work on what?)

          

  61. 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
    Consider the purpose of the communication. (Step 1 of what?)

          

  62. SMART Goal (vocab definition)(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)

          

  63. Scheduling Concerns: (5 concerns)An informal process that reinforces positive job performance and corrects negative performance; it involves considerable listening skills, patience, and focus. (vocab word)

          

  64. Ideal goals are... (3 things)Balanced, Strategic, Long-term (Are needed for what?)

          

  65. Ethical Decisions- How to follow this Basic Ethical Principle
    Integrity
    Ethical Decisions- Basic Ethical Principle
    Do what is right.

          

  66. Common Steps in Progressive Discipline
    1.
    2. Written Warning
    3. Probation
    Preparing for the Meeting (Step 1 of what?)

          

  67. What is the difference between a budgeted expense and an actual expense called?
    A. Overrun
    B. Forecast
    C. Variance
    D. Error
    C. 7 to 10

          

  68. Contact List (vocab definition)A list of key persons to be notified in the event of an emergency. (vocab word)

          

  69. The Sender directs the Message Content by a Message Channel to the _________ who obtains the message that is sent through the Message Context.Receiver. Person for whom the message is intended.

          

  70. Ghost Employee (vocab definition)The basic management activity that involves determining the extent to which the organization keeps on track of achieving goals. (vocab word)

          

  71. Teamwork (vocab definition)The act of cooperating and working together to complete tasks and reach common goals. (vocab word)

          

  72. Management Style
    Autocratic (definition)
    Characterized by a domineering manager with ultimate authority over employees. (Management Style)

          

  73. Authority (vocab definition)Formal power within an organization. (vocab word)

          

  74. 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.
    C. They know what their employees expect from their employer. (is a correct statement about professional _______.)

          

  75. Benefits (vocab definition)Someone who can serve as a wise adviser for an employee. (vocab word)

          

  76. Unity of Command Principle (vocab definition)The way in which authority flows from one management level to the next. (vocab word)

          

  77. Action Meeting (vocab definition)A brief meeting, often with just a few employees, that addresses and resolves a problem so action can be taken right away. (vocab word)

          

  78. Fringe benefits (vocab definition)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)

          

  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
    Determine the Facts (Step 2 to what?)

          

  80. Long-range Plan (vocab definition)A key element of an operation that indicates the most basic reasons the business exists. (vocab word)

          

  81. Competitive Bids (vocab definition)A summary of the establishment's profitability during a certain time period. (vocab word)

          

  82. 3 factors that can impact a team's effectiveness;Poor management style, High employee turnover, A focus on relationships instead of goals.

          

  83. COBRA (vocab definition)The difference between a budgeted expense and an actual expense. (vocab word)

          

  84. 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
    Determine how to communicate the information. (Step 4 of what?)

          

  85. Leaders vs. Managers
    Lead People
    Managers
    (Employee Emphasis)

          

  86. Interpersonal Communication (vocab definition)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)

          

  87. Benefits of Teamwork (4 benefits)The process of assigning authority to employees to do work that a manager at a higher organizational level would otherwise do. (vocab word)

          

  88. Stages of Team Growth
    1. Forming
    2. Storming
    3. Norming
    4. Performing
    5.
    (6. Putting it all Together)
    Adjourning (Stage 5 of what?)

          

  89. Wrongful Discharge (vocab definition)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)

          

  90. Steps in the Coaching Process
    1. Compare actual performance to expected performance.
    2. ________ ________ ________ or Correct negative performance
    3. Practice ongoing coaching
    Repeat
    Reinforce positive performance (Step 2 of the __________ Process)

          

  91. 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.
    A. Remember that some employees may not want to participate if failure will reflect on them. (this principle ti important when developing a ____ ________.)

          

  92. 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).
    Planning, Implementing, and Evaluating.

          

  93. 3 complementary types of skills that are needed for successful teams:Identify Learning Activities (Step 2 to what kind of plan?)

          

  94. Progressive Discipline (vocab definition)The actions people take to further their careers. (vocab word)

          

  95. Networking (vocab definition)The ability to focus on what a person is saying to understand the message being sent. (vocab word)

          

  96. The Meeting Process:
    1. Plan meeting
    2.
    3. Complete meeting assignments
    4. Gather Materials to plan for next meeting
    Gather Materials to plan for next meeting

          

  97. Ethical Decisions- How to follow this Basic Ethical Principle
    Accountability
    Train staff

          

  98. 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.
    Develop a crew schedule. (Step 3 to Manage Employee ____ _________.)

          

  99. 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
    A. As soon as possible (this is when managers should respond to employee ________.)

          

  100. 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
    Communicate the Resolution (Step 4 to what?)

          

  101. Communication Barriers:
    Assumptions
    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 ________ _________)

          

  102. Overtime (legal) (vocab definition)The number of hours of work, usually 40, after which an employee must receive a premium pay rate. (vocab word)

          

  103. 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.
    Approve and Implement Plan (Step 3 in the Employee Development Process)

          

  104. True or False
    SMART goals require that results be managed.
    Balanced, Strategic, Long-term (Are needed for what?)

          

  105. 6 Effective Team Leader TraitsA process in which a neutral third party facilitates a discussion of difficult issues and makes suggestions about an agreement. (vocab word)

          

  106. "S" in SWOT AnalysisRelevant. Goals must relate to the operation's vision and mission statements. (Used in what acronym?)

          

  107. Effectiveness (vocab definition [Walker])Who does what, and when. (vocab word)

          

  108. 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
    Assemble termination package documents and info.

          

  109. Organizational Goal (vocab definition)A goal at the highest level, focusing on broad statements of what the entire operation wants to achieve. (vocab word)

          

  110. Standard Operating Procedure (vocab definition)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)

          

  111. Quid Pro Quo (Sexual Harassment) (vocab definition)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)

          

  112. 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
    Identify Concerns (Step 1 to what?)

          

  113. Maslow's Hierarchy of Needs (vocab definition)Held over for another meeting. (voca word)

          

  114. Cross-training (vocab definition)The basic management activity that involves determining the extent to which the organization keeps on track of achieving goals. (vocab word)

          

  115. Performance Appraisal Process
    1. Employee Performance
    2. Employee Appraisal
    3.
    Repeat
    Closing the Meeting and Following Up (Step 3 of what?)

          

  116. Employee Absence Policies (vocab definition)Guidelines and procedures that explain how employees must tell managers if they are unable to work. (vocab word)

          

  117. Performance Appraisal Procedures
    1. Preparing for the Meeting
    2.
    3. Closing the Meeting and Following Up
    4. Discussing Performance Problems
    Conduction the Meeting (Step 2 of what?)

          

  118. 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
    Determine and Analyze Solution Alternatives

          

  119. Internal Communication (vocab definition)Communication that relates to messages of all types sent by managers to all employees. (vocab word)

          

  120. 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
    Managers
    (Employee Emphasis)

          

  121. The Sender directs the ______________ by a Message Channel to the Receiver who obtains the message that is sent through the Message Context.Plan and Evaluate (to reduce what?)

          

  122. Time Management (vocab definition)A process managers can use to identify what causes them stress in the workplace or in their personal lives. (vocab word)

          

  123. Which leadership style is most useful for teams in the performing stage?
    A. Coaching
    B. Supporting
    C. Delegating
    D. Directing
    B. Supporting (leadership style most useful for teams in the __________ stage.)

          

  124. 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).
    Compare observed performance with SOPs. (Step 1 of what?)

          

  125. Resources (vocab definition)The food and beverage products, money, time, equipment, energy, and work methods that can be used to reach goals. (vocab word)

          

  126. 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.
    D. will contribute to professional knowledge and skills. (The best learning activities for _________ ____________.)

          

  127. Communication (vocab definition)A process in which a neutral third party facilitates a discussion of difficult issues and makes suggestions about an agreement. (vocab word)

          

  128. Performing (Team Development) (vocab definition)The information sent by the sender to the receiver. (vocab word)

          

  129. 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
    The third stage of team development, in which team members settle their differences and develop more trusting relationships. (vocab word)

          

  130. 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).
    Correct the negative behavior. (Step 4 of what?)

          

  131. "T" in SMART GoalStrategies to increase community business visitor counts and revenue within the next 12 months.

          

  132. Reasons to Set Goals.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?)

          

  133. 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.
    Document for Future Reference

          

  134. Common Types of Restaurant/Foodservice Emergencies: (6 types)Vacation requests, Day-off requests, Family & Medical Leave (FMLA)

          

  135. 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.A summary of the establishment's profitability during a certain time period. (vocab word)

          

  136. Motivation (vocab definition)A process in which a neutral third party listens and reviews facts and makes a decision to settle a conflict. (vocab word)

          

  137. Outsource (vocab definition)Using an outside provider to do work that could otherwise be done by an employee. (vocab word)

          

  138. Leaders vs. Managers
    Challenge the Situation
    Leaders
    (Impact on present situation)

          

  139. Communication Barriers:
    Fixed Ideas
    Sometimes there are good and bad times to talk to employees. (This is a ________ _________)

          

  140. Probation (Progressive Discipline ) (vocab definition)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)

          

  141. Action Plan (vocab definition)A series of steps that will be taken to resolve a problem. (vocab word)

          

  142. Typical Compensation Control Process
    1.
    2. Establish standards and procedures
    3. Train staff
    4. Monitor employee performance
    5. Take appropriate action
    6. Monitor factors
    Analyze factors

          

  143. 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.
    Determine budgeted labor costs. (Step 1 to Manage Employee ____ _________.)

          

  144. Guidelines for Constructive Feedback (6 guidelines)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

          

  145. Task Breakdown (vocab definition)A process in which a neutral third party listens and reviews facts and makes a decision to settle a conflict. (vocab word)

          

  146. Merit Pay Plan (vocab definition)A calendar of specific activities designed to meet the operation's revenue goals. (vocab word)

          

  147. Motivation Factor (Two-factor Theory) (vocab definition)Things that motivate people. These can be personal and difficult to measure. (vocab word)

          

  148. Critical Indications (Vocab definition)The process of removing customers and employees from the building when an emergency occurs. (vocab word)

          

  149. Employee Development Program (vocab definition)An organized series of actions planned to expand an employee's skills and knowledge. (vocab word)

          

  150. External Communication (vocab definition)Treating persons unequally for reasons that do not relate to their legal rights or abilities. (vocab word)

          

  151. Standards (vocab definition)An informal process that reinforces positive job performance and corrects negative performance; it involves considerable listening skills, patience, and focus. (vocab word)

          

  152. 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.
    Ensure employee surrenders company property and receives personal property.

          

  153. 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
    Develop and Action Plan

          

  154. Point-of-sale (POS) System (vocab definition)A summary of the establishment's profitability during a certain time period. (vocab word)

          

  155. Common Causes of Termination: (7 causes)A key element of an operation that indicates the most basic reasons the business exists. (vocab word)

          

  156. Terminable Act (vocab definition)An action by an employee that typically causes immediate termination. (vocab word)

          

  157. Line Position (vocab definition)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

          

  158. Leaders vs. Managers
    Develop the Organization
    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)

          

  159. Problem-solving Team (vocab definition)A temporary team of employees selected to solve a specific problem. (vocab word)

          

  160. 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
    Ethical Decisions- Basic Ethical Principle
    Be considerate of persons affected by decision making.

          

  161. Salary (vocab definition)The difference between a budgeted expense and an actual expense. (vocab word)

          

  162. Manager's Daily Log (vocab definition)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)

          

  163. The Meeting Process:
    1.
    2. Conduct meeting
    3. Complete meeting assignments
    4. Gather Materials to plan for next meeting
    Obtain approvals and legal advice.

          

  164. 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
    Monitor employee performance

          

  165. Categories of Expectations of EmployeesProfessionalism, Personal Treatment, Work and Task Support.

          

  166. Negligence (vocab definition)A sudden or unexpected situation that can cause injury, death, or property damage, or interfere with normal activities. (vocab word)

          

  167. Typical Compensation Control Process
    1. Analyze factors
    2. Establish standards and procedures
    3. Train staff
    4. Monitor employee performance
    5.
    6. Monitor factors
    Evaluate Plan (Step 5 in the Employee Development Process)

          

  168. Management Style
    Democratic (definition)
    Characterized by treating employees as equals who can contribute to the decision-making process. (Management Style)

          

  169. 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.
    B. Delegate some work to responsible employees. (a good way to help minimize ______)

          

  170. 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.
    Advice to organizations, networking that provides info, and new business for their properties. (Who can provide all these things?)

          

  171. 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
    Establish Goals (Step 1 in the Employee Development Process)

          

  172. 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).
    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)

          

  173. 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
    One-on-One mediator (gather info). (Step 2 for managing what?)

          

  174. 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
    Determine the Facts (Step 2 to what?)

          

  175. Personnel File (vocab definition)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)

          

  176. Stages of Team Growth
    1. Forming
    2. Storming
    3. Norming
    4.
    5. Adjourning
    (6. Putting it all Together)
    Performing (Stage 4 of what?)

          

  177. Examples of Core ValuesBaselines of quality and quantity that can be compared to actual operating results. (vocab word)

          

  178. 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
    D. A list of days and times that employees receiving wages will work.

          

  179. Debrief Meeting (vocab definition)A session in which the team leader asks all team member to evaluate all aspects of a project after it is completed. (vocab word)

          

  180. Long-range Plan ExampleExpected revenue from and costs to provide products and services to community business visitors.

          

  181. Supervisor (vocab definition)A first-rung manager who directs the work of entry-level employees on his or her team. (vocab word)

          

  182. Crew Schedule (vocab definition)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)

          

  183. Mentor (vocab definition)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)

          

  184. Job Specification (vocab definition)A listing of the personal requirements needed to successfully do the tasks listed on the job description. (vocab word)

          

  185. Exempt Employee (vocab definition)An employee who does not qualify for overtime pay according to the Fair Labor Standards Act (FLSA). (vocab word)

          

  186. Stages of Team Growth
    1. Forming
    2. Storming
    3.
    4. Performing
    5. Adjourning
    (6. Putting it all Together)
    Norming (Stage 3 of what?)

          

  187. 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.Cross-functional Team (example)

          

  188. Leaders vs. Managers
    Solve Problems
    Leaders
    (Goal)

          

  189. Leaders vs. Managers
    Manage Work
    Managers
    (Decision Making)

          

  190. Exit Interview (vocab definition)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)

          

  191. "S" in SMART GoalUsing an outside provider to do work that could otherwise be done by an employee. (vocab word)

          

  192. Ethical Decisions- How to follow this Basic Ethical Principle
    Leadership
    Ethical Decisions- Basic Ethical Principle
    Lead by example.

          

  193. Ethical Decisions- How to follow this Basic Ethical Principle
    Trustworthiness
    Establish a Schedule, Obtain Learning Resources, Complete Necessary Training. (The 3 parts of Step 3 to what kind of plan?)

          

  194. Collective bargaining agreement (vocab definition)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)

          

  195. The 4 types of information a manager collects before planning begins to assist with decision making and ideas.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?)

          

  196. Leaders vs. Managers
    Develop tactical objectives and one-year plans.
    Managers
    (Main Focus)

          

  197. Scheduling (vocab definition)The process of determining which employees will e needed to serve the expected number of customers during specific times. (vocab word)

          

  198. Communication Barriers:
    Gestures
    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 ________ _________)

          

  199. 3 Broad Types of Labor Costs:Preparation, Planning, Implementation, Assessment and appreciation. (4-step Process for what?)

          

  200. Conflict Resolution Strategies (3 strategies)Body movements can cause distractions to listening, and gestures can convey different messages to different people. (This is a ________ _________)

          

  201. 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
    Determine the Cause

          

  202. 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.
    D. Department goals should help meet organizational goals. (this is a correct statement about what 2 things?)

          

  203. When managers help civic groups make decisions, their priority should be what is best for their
    A. customers.
    B. employees.
    C. community.
    D. operation.
    D. operation. (the priority when managers help _____ ______ make decisions.)

          

  204. Petty Cash Fund (vocab definition)A predetermined amount of money that is used to make relatively infrequent and low-cost purchases for an establishment. (vocab word)

          

  205. Reducing Stress:
    ___________ company resources, if any, that can assist with managing stress.
    Set realistic goals (to reduce what?)

          

  206. Hostile Environment (sexual harassment) (vocab definition)An environment that is sexually demeaning or intimidating (creating fear). (vocab word)

          

  207. Discrimination (vocab definition)A plan of action to reach a goal (vocab word)

          

  208. Operating Budget (vocab definition)An action by an employee that typically causes immediate termination. (vocab word)

          

  209. Reducing Stress:
    _______ some work to responsible employees
    Managers
    (Problem Solving)

          

  210. Agenda (vocab definition)Someone who can serve as a wise adviser for an employee. (vocab word)

          

  211. 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
    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)

          

  212. Nonverbal communication (vocab definition)Communication that builds the customer base and helps build and maintain the establishment's desired identity throughout the community. (vocab word)

          

  213. Managing Team Projects (3 principles)Planning, Implementing, and Evaluating.

          

  214. Factors Affecting Pay Ranges: (9 factors)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

          

  215. Leaders vs. Managers
    Maintain the Organization
    Leaders
    (Influence on Organization)

          

  216. Steps in the Coaching Process
    1. Compare actual performance to expected performance.
    2. Reinforce positive performance or ______ _______ _________.
    3. Practice ongoing coaching
    Repeat
    Correct negative performance (Step 2 of the __________ Process)

          

  217. 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.
    Identify the cause.

          

  218. 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.
    Communication that occurs between employees in different departments. (vocab word)

          

  219. Measurable goals allow the organization to
    A. determine production levels.
    B. create staffing schedules.
    C. forecast business needs.
    D. identify progress.
    Distribute and adjust the crew schedule. (Step 4 to Manage Employee ____ _________.)

          

  220. Receiver (vocab definition)An employee who can perform more than one job on a regular basis. (vocab word)

          

  221. Insubordination (vocab definition)A discussion between involved persons with the goal of reaching an acceptable agreement. (vocab word)

          

  222. "M" in SMART GoalTime-bound (Used in what acronym?)

          

  223. Separation Checklist (vocab definition)A list of activities to be completed for employees who are leaving the organization. (vocab word)

          

  224. Equal Pay Act (vocab definition)A federal law that requires that men and women in the same workplace be given equal pay for equal work. (vocab word)

          

  225. Intranet (vocab definition)a system that allows employees and teams to use the company's private communications network to share information and ideas. (vocab word)

          

  226. Ethical Decisions- How to follow this Basic Ethical Principle
    Fairness
    Ethical Decisions- Basic Ethical Principle
    Treat individuals equally; always appreciate diversity.

          

  227. Time-off Request Policy (vocab definition)A federal law that requires that men and women in the same workplace be given equal pay for equal work. (vocab word)

          

  228. Management (vocab definition)Monetary compensation for employees who are paid on the basis of the number of hours they work. (vocab word)

          

  229. Business Plan (vocab definition)A statement of goals and activities to be addressed within the next 12 months to move the operation toward its mission. (vocab word)

          

  230. Communication (vocab definition [Walker])Letting people know. (vocab word)

          

  231. 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
    A. Before goals are developed (this is when and operation's _______ statement is developed.)

          

  232. Legal Liability (vocab definition)An informal process that reinforces positive job performance and corrects negative performance; it involves considerable listening skills, patience, and focus. (vocab word)

          

  233. Message Context Circles:
    Inner
    Sender/Receiver environment. (Message Context Circle)

          

  234. "No Show" (vocab definition)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)

          

  235. Media Policy (vocab definition)A set of values based on the idea that there are benefits to work that include strengthening character. (vocab word)

          

  236. Forming (team development) (vocab definition)Unwelcome conduct based on race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability, or genetic information. (vocab word)

          

  237. Managing Team Conflict Successfully
    1. Address the problem person-by-person.
    2. One-on-One mediator (gather info).
    3.
    Arrange decision all members agree to. (Step 3 for managing what?)

          

  238. Embezzlement (vocab definition)An action by an employee that typically causes immediate termination. (vocab word)

          

  239. Income Statement (vocab definition)A summary of the establishment's profitability during a certain time period. (vocab word)

          

  240. W-2 Income Tax Form (vocab definition)Any sound, such as loud talking or blaring radios, that interferes with communication. (vocab word)

          

  241. Constructive Feedback (vocab definition)The basic management activity that involves determining the extent to which the organization keeps on track of achieving goals. (vocab word)

          

  242. 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.
    (____________ are made up of persons from different)
    B. departments in the organization.

          

  243. Implementing a Professional Development Plan:
    Step 2
    Identify Learning Activities (Step 2 to what kind of plan?)

          

  244. Positive Discipline (vocab definition)A listing of the tasks that a person working within a position must be able to perform. (vocab word)

          

  245. Managing Team Conflict Successfully
    1. Address the problem person-by-person.
    2.
    3. Arrange decision all members agree to.
    One-on-One mediator (gather info). (Step 2 for managing what?)

          

  246. Steps in the Coaching Process
    1. Compare actual performance to expected performance.
    2. Reinforce positive performance or Correct negative performance
    3.
    Repeat
    Practice ongoing coaching (Step 3 of the __________ Process)

          

  247. Interdepartmental Communication (vocab definition)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)

          

  248. Responsibility (vocab definition)The obligation that workers have to their own bosses. (vocab word)

          

  249. Negative Discipline (vocab definition)A process that involves a series of punishments that become more serious as unacceptable performance continues. (vocab word)

          

  250. Job Description (vocab definition)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

          

  251. 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.Poor management style, High employee turnover, A focus on relationships instead of goals.

          

  252. Controlling (vocab definition)The basic management activity that involves determining the extent to which the organization keeps on track of achieving goals. (vocab word)

          

  253. Stages of Team Growth
    1. Forming
    2.
    3. Norming
    4. Performing
    5. Adjourning
    (6. Putting it all Together)
    Storming (Stage 2 of what?)

          

  254. Status Quo (vocab definition)Formal power within an organization. (vocab word)

          

  255. 5 Factors that will Influence Customer Counts.Poor management style, High employee turnover, A focus on relationships instead of goals.

          

  256. Ethics (definition)Guiding principles with lasting value that effective leaders use to set the professional tone and conduct in their operations. (definition of _________)

          

  257. The ________ directs the Message Content by a Message Channel to the Receiver who obtains the message that is sent through the Message Context.Sender. The person who sends a message.

          

  258. Which is a basic management activity?
    A. Planning
    B. Coaching
    C. Orienting
    D. Disciplining
    A. The members are self-directed because they propose challenging goals. (A characteristic of a ____-__________ team.)

          

  259. Efficiency (vocab definition [Walker])Comparing actual results with set standards. (vocab word)

          

  260. "W" in SWOT AnalysisWeaknesses (Used in what acronym?)

          

  261. Action Item (vocab definition)Someone who runs a meeting (vocab word)

          

  262. 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
    Poor management style, High employee turnover, A focus on relationships instead of goals.

          

  263. Management Style
    Bureaucratic (definition)
    An employee who does not qualify for overtime pay according to the Fair Labor Standards Act (FLSA). (vocab word)

          

  264. Vision Statement (vocab definition)A statement based on an establishment's value statement that describes what it wants to become and why it exists. (vocab word)

          

  265. Procedures for Conducting Effective Meetings
    1. Warm-up activities
    2. Ground rules
    3. Present each agenda item
    4. Action plans must be determined
    5.
    Speak clearly, Use suitable language, Interact with listeners, Remember nonverbal communication, Personalize message for listeners, Vary speech patterns. (6 principles of _____ ______)

          

  266. Garnishment (vocab definition)Unwelcome conduct based on race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability, or genetic information. (vocab word)

          

  267. Management Style
    Democratic (Those for whom this style is most useful)
    (Management Style that is most useful for these employees) Inexperienced employees performing relatively simple tasks such as busing tables.

          

  268. 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
    Monitor employees during shifts. (Step 5 to Manage Employee ____ _________.)

          

  269. 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.
    B. the task is repetitive and easily mastered. (The type of task a manager can ______ to an employee.)

          

  270. 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
    Adjourning (Stage 5 of what?)

          

  271. 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."
    Leaders
    (Impact on present situation)

          

  272. Implementing a Professional Development Plan:
    Step 3 (3 parts)
    The use of technical language can create communication challenges. (This is a ________ _________)

          

  273. Mandatory Benefit Programs: (4 programs)Unemployment insurance, Social security, Medicare, Workers' compensation.

          

  274. 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.
    C. They know what their employees expect from their employer. (is a correct statement about professional _______.)

          

  275. Functional Team (vocab definition)A team of employees form the same area or department who perform the routine tasks in their job description. (vocab word)

          

  276. Communication Barriers:
    Clarity
    Body movements can cause distractions to listening, and gestures can convey different messages to different people. (This is a ________ _________)

          

  277. Delegation (vocab definition)The process of assigning authority to employees to do work that a manager at a higher organizational level would otherwise do. (vocab word)

          

  278. 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
    D. A list of days and times that employees receiving wages will work.

          

  279. 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
    A schedule that shows days and times managers are expected to work. (vocab word)

          

  280. Maintenance Factor (Two-factor Theory) (vocab definition)A theory that identifies two different sets of factors that can motivate (motivation factors) and demotivate (maintenance factors) employees. (vocab word)

          

  281. Ethical Decisions- How to follow this Basic Ethical Principle
    Commitment to Excellence
    Ethical Decisions- Basic Ethical Principle
    Always do the best job possible.

          

  282. Involuntary Termination (vocab definition)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)

          

  283. 4 Types of TeamsRelevant. Goals must relate to the operation's vision and mission statements. (Used in what acronym?)

          

  284. Balanced Goals (definition)The difference between a budgeted expense and an actual expense. (vocab word)

          

  285. Building a Positive Workplace Environment (4 ways)Focus on Employees, Maintain Open Communication, Celebrate, Success and Build Teams, Promote Diversity and Fairness.

          

  286. Sexual Harassment (vocab definition)A federal law that requires that men and women in the same workplace be given equal pay for equal work. (vocab word)

          

  287. Certification (vocab definition)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)

          

  288. Effective Teams develop 3 types of goals:Doing the right things. (vocab word)

          

  289. 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
    Define the Problem

          

  290. Management Style
    Bureaucratic (Those for whom this style is most useful)
    (Management Style that is most useful for these employees) Employees performing routine work such as bookkeeping.

          

  291. 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
    Evaluate Results of the Action Plan

          

  292. Herzberg's Two-factor Theory (vocab definition)A theory that identifies two different sets of factors that can motivate (motivation factors) and demotivate (maintenance factors) employees. (vocab word)

          

  293. 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
    Step 2. (step to go to when the plan is _________)

          

  294. 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
    Develop and Action Plan

          

  295. True or False
    SWOT analysis identifies organizational strengths and weaknesses.
    Leaders
    (Influence on Organization)

          

  296. Prime Cost (vocab definition)The largest category of an operation's costs. (vocab word)

          

  297. Evacuation (vocab definition)A discussion between involved persons with the goal of reaching an acceptable agreement. (vocab word)

          

  298. Words or phrases used in Vision StatementsThe amount paid excluding contributions for payroll, social security, taxes, and other required employer payments. (vocab word)

          

  299. Performance Standard (vocab definition)A measure set by managers that defines the expected quality and quantity of an employee's work. (vocab word)

          

  300. The Meeting Process:
    1. Plan meeting
    2. Conduct meeting
    3. Complete meeting assignments
    4.
    Oral Warning

          

  301. 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
    C. Inspiring People (This activity best describes the primary role of a ___________)

          

  302. Cost of Living (COL) (vocab definition)The basic management activity that involves arranging group efforts in the best way. (vocab word)

          

  303. Minutes (vocab definition)A record of what is decided, what is accomplished, and what action items are agreed upon at meetings. (vocab word)

          

  304. Sales Forecasts (vocab definition)Needs concerning those things that make people feel secure or keep them safe. (vocab word)

          

  305. Sample Policy Format
    Policy Name
    _____________
    Scope
    Policy Statement
    Purpose

          

  306. Information Meeting (vocab definition)A meeting that shares communication such as project reports and updates or one used for orientation and training. (vocab word)

          

  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.
    Obtain approvals and legal advice.

          

  308. Management Style
    Autocratic (Those for whom this style is most useful)
    False. (___________ require to be measurable)

          

  309. Message Context Circles:
    Outer
    Department, Team, Restaurant. (Message Context Circle)

          

  310. Message Context (vocab definition)The surrounding or environment through which a message travels. (vocab word)

          

  311. Suggestive Selling (vocab definition)A strategy for encouraging guests to order products or services they may not have been aware of or intending to purchase. (vocab word)

          

  312. Social Security (vocab definition)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)

          

  313. Structured Interview (vocab definition)An interview in which the manager asks a set of specific questions. (vocab word)

          

  314. Typical Compensation Control Process
    1. Analyze factors
    2. Establish standards and procedures
    3. Train staff
    4.
    5. Take appropriate action
    6. Monitor factors
    Monitor employee performance

          

  315. Organizational Culture (vocab definition)A meeting that shares communication such as project reports and updates or one used for orientation and training. (vocab word)

          

  316. Self-actualization (vocab definition)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)

          

  317. Leaders vs. Managers
    Develop strategic vision and long-range plans
    Leaders
    (Planning Responsibility)

          

  318. Floater (vocab definition)The person or persons for whom a message is intended.

          

  319. Performance Appraisal Procedures
    1. Preparing for the Meeting
    2. Conduction the Meeting
    3. Closing the Meeting and Following Up
    4.
    Discussing Performance Problems (Step 4 of what?)

          

  320. Task List (vocab definition)A list that indicates all tasks included in a position (vocab word)

          

  321. Preventable Emergency (vocab definition)An emergency that may be prevented from happening, such as a fire of foodborne illness. (vocab word)

          

  322. Brainstorming (vocab definition)The basic management activity that involves arranging group efforts in the best way. (vocab word)

          

  323. Problem-solving Meeting (vocab definition)A way to collect ideas in which each team member makes suggestions without comment from the others. (vocab word)

          

  324. 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
    Develop a crew schedule. (Step 3 to Manage Employee ____ _________.)

          

  325. Strategy (vocab definition)Ther person who sends a message to a receiver. (vocab word)

          

  326. Which of the following "W" words should be answered to determine the content for a message?
    A. Will
    B. Who
    C. Wonder
    D. Wish
    B. Who. (this should be answered to determine what?)

          

  327. Boilerplate (vocab definition)The largest category of an operation's costs. (vocab word)

          

  328. Leaders vs. Managers
    Create Challenges
    Managers
    (Impact on Present Situation)

          

  329. Warm-up Activity (vocab definition)A brief training session held before a work shift begins. (vocab word)

          

  330. Mediation (vocab definition)The process of assigning authority to employees to do work that a manager at a higher organizational level would otherwise do. (vocab word)

          

  331. 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.
    C. They know what their employees expect from their employer. (is a correct statement about professional _______.)

          

  332. 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.
    D. Review past performance evaluations. (This can help a manager develop an effective ________ _______ plan.)

          

  333. Leaders vs. Managers
    Facilitate Decision Making
    Leaders
    (Decision Making)

          

  334. Sample Policy Format
    _______________
    Purpose
    Scope
    Policy Statement
    Purpose

          

  335. Communication Barriers:
    Cultural Differences
    Leaders
    (Main Focus)

          

  336. Wages (vocab definition)An employee who can perform more than one job on a regular basis. (vocab word)

          

  337. Ground Rules (meeting) (vocab definition)Rules about how meetings are run, how participants should interact, and what behavior i acceptable. (voca word)

          

  338. 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
    C. When a person is giving a speech (this is when _________ communication is most apparent.)

          

  339. Leadership (vocab definition)A process in which several people build relationships to help with career advancement and keep updated about the industry. (voca word)

          

  340. "T" in SWOT AnalysisThreats (Used in what acronym?)

          

  341. Ethical Decisions- How to follow this Basic Ethical Principle
    Reputation and Morale
    Ethical Decisions- Basic Ethical Principle
    Work to enhance the property's reputation and to improve the morale of employees.

          

  342. 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
    Very important but not urgent

          

  343. Types of Time-off: (3 types)Vacation requests, Day-off requests, Family & Medical Leave (FMLA)

          

  344. Contingency Plan (vocab definition)A document that outlines actions to take in the event of an emergency or an unexpected event.(vocab word)

          

  345. Storming (Team Development) (vocab definition)Planning and using procedures and tools to increase a person's efficiency and productivity. (vocab word)

          

  346. Gross Pay (vocab definition)The amount paid excluding contributions for payroll, social security, taxes, and other required employer payments. (vocab word)

          

  347. 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
    Determine what information will be needed. (Step 3 of what?)

          

  348. 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.
    A. Discuss the same type of topics you would discuss in a job interview. (a manager can do this to show _________ in employees)

          

  349. Reducing Stress:
    __________ activities by "managing by walking around" and by ___________ with employees.
    Managers
    (Influence on Organization)

          

  350. Staff Position (vocab definition)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)

          

  351. 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
    C. Before the shift begins

          

  352. Resolving Employee Conflicts
    1. Identify Concerns
    2. Determine the Facts
    3. Develop a Resolution
    4. Communicate the Resolution
    5. Document the Agreement Reached
    6.
    Follow up on the Agreement (Step 6 to what?)

          

  353. 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
    An employee who does not qualify for overtime pay according to the Fair Labor Standards Act (FLSA). (vocab word)

          

  354. Work Ethic (vocab definition)A set of values based on the idea that there are benefits to work that include strengthening character. (vocab word)

          

  355. 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.
    B. Consider the receiver's background. (This will help ensure what?)

          

  356. Long-term Goals (definition)Someone who can serve as a wise adviser for an employee. (vocab word)

          

  357. Incentive (vocab definition)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)

          

  358. Ethical Decisions- How to follow this Basic Ethical Principle
    Concern and Respect
    Ethical Decisions- Basic Ethical Principle
    Always do the best job possible.

          

  359. Unstructured Interview (vocab definition)An interview in which the manager conducts a conversation with the employee without using any prepared questions. (vocab word)

          

  360. Implementing a Professional Development Plan:
    Step 1
    Establish Professional Goals (Step 1 to what kind of plan?)

          

  361. Leaders vs. Managers
    Inspire Employees
    Managers
    (Employee Emphasis)

          

  362. Benchmark (vocab definition)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)

          

  363. Message Context Circles:
    Middle
    Department, Team, Restaurant. (Message Context Circle)

          

  364. Competitive Employers (vocab definition)A document that outlines actions to take in the event of an emergency or an unexpected event.(vocab word)

          

  365. At which stage do team members begin to recognize the benefits of working together?
    A. Forming
    B. Storming
    C. Norming
    D. Performing
    C. Ensures they will help achieve goals. (is a benefit that results from involving staff member in the _______-_______ process.)

          

  366. 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.Receiver. Person for whom the message is intended.

          

  367. Factors to Consider in Merit Increases (4)A fixed amount of money for a certain time period that does not vary, regardless of the number of hours worked. (vocab word)

          

  368. True or False
    The income statement is the financial plan that estimates revenues, expenses, and profit.
    False. (_______ is a summary of the establishment's profitability during a certain time period.)

          

  369. Roberts' Rules of Order (vocab definition)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)

          

  370. Communication Barriers:
    Distraction Workplace
    The use of technical language can create communication challenges. (This is a ________ _________)

          

  371. Sender (vocab definition)An employee who can perform more than one job on a regular basis. (vocab word)

          

  372. 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.
    A. positions that are needed.

          

  373. Communication Flow:
    Downward
    Weekly schedules, Management decisions, Updates, Annual reports. (Communication Flow direction)

          

  374. 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
    A. When they are received (This is when telephone calls should be ______.)

          

  375. Departmental (team) goal (vocab definition)A team of employees form the same area or department who perform the routine tasks in their job description. (vocab word)

          

  376. Procedures vs. Policies
    Policies help...
    A manager's voice can indicate disapproval, negativity, or concern. (This is a ________ _________)

          

  377. Stages of Team Growth
    1. Forming
    2. Storming
    3. Norming
    4. Performing
    5. Adjourning
    (6.)
    Forming (Stage 1 of what?)

          

  378. Types of teams that employees are members of: (5 types of employee teams)The restaurant/foodservice team, department team, work-shift team, workstation team, other (ex. cross-functional, advisory, etc.)

          

  379. Steps in the Coaching Process
    1.
    2. Reinforce positive performance or Correct negative performance
    3. Practice ongoing coaching
    Repeat
    Compare actual performance to expected performance.(Step 1 of the __________ Process)

          

  380. Safety Needs (vocab definition)A plan of action to reach a goal (vocab word)

          

  381. 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
    Monitor Progress (Step 4 in the Employee Development Process)

          

  382. Types of Meetings: (4 types)Positive work environment, Open communication channels, Employee support systems, Workplace diversity (benefits of what?)

          

  383. Staffing (vocab definition)The job of recruiting and selecting new workers, making job offers, and orienting the new employees. (vocab word)

          

  384. Management Style
    Laissez-faire (Those for whom this style is most useful)
    (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.

          

  385. Self-directed Team (vocab definition)The person or persons for whom a message is intended.

          

  386. Marketing Plan (vocab definition)The ability to focus on what a person is saying to understand the message being sent. (vocab word)

          

  387. Negotiation (vocab definition)A discussion between involved persons with the goal of reaching an acceptable agreement. (vocab word)

          

  388. Standardized Recipe (vocab definition)Baselines of quality and quantity that can be compared to actual operating results. (vocab word)

          

  389. Emergency (vocab definition)A sudden or unexpected situation that can cause injury, death, or property damage, or interfere with normal activities. (vocab word)

          

  390. Typical Compensation Control Process
    1. Analyze factors
    2.
    3. Train staff
    4. Monitor employee performance
    5. Take appropriate action
    6. Monitor factors
    Closing the Meeting and Following Up (Step 3 of what?)

          

  391. 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
    Establish a Schedule, Obtain Learning Resources, Complete Necessary Training. (The 3 parts of Step 3 to what kind of plan?)

          

  392. 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
    Create a master schedule. (Step 2 to Manage Employee ____ _________.)

          

  393. Emergency Meeting (vocab definition)The basic management activity that involves arranging group efforts in the best way. (vocab word)

          

  394. 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
    Define the Problem

          

  395. Which activity best describes the primary role of a leader?
    A. Solving problems
    B. Managing work
    C. Inspiring people
    D. Developing objectives
    C. Inspiring People (This activity best describes the primary role of a ___________)

          

  396. Medicare (vocab definition)A federal medical insurance program that primarily serves individuals over 65 regardless of income, younger persons who are disabled, and dialysis patients. (vocab word)

          

  397. Common Steps in Progressive Discipline
    1. Oral Warning
    2.
    3. Probation
    Employee Appraisal (Step 2 of what?)

          

  398. Table Turn (vocab definition)A list that indicates all tasks included in a position (vocab word)

          

  399. Crew Schedules must clearly indicate: (5 details)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.

          

  400. What can manager who actively participate in organizations provide?A written description or list of steps that tells how to correctly perform a task. (vocab word)

          

  401. FLSA state 14- and 15-years-olds may work...A statement based on an establishment's value statement that describes what it wants to become and why it exists. (vocab word)

          

  402. Team (vocab definition)The relationship between what is paid for something and the quality of the product or service that is received. (vocab word)

          

  403. 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.Self-directed Team (example)

          

  404. Unpreventable emergency (vocab definition)An emergency that may be prevented from happening, such as a fire of foodborne illness. (vocab word)

          

  405. Zero Tolerance (vocab definition)The difference between a budgeted expense and an actual expense. (vocab word)

          

  406. True or False
    Organizational goals are statements that refer to what the entire organization wants to achieve.
    False. (_______ is a summary of the establishment's profitability during a certain time period.)

          

  407. "R" in SMART Goal(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)

          

  408. 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.
    Approve and Implement Plan (Step 3 in the Employee Development Process)

          

  409. Managing Team Conflict Successfully
    1.
    2. One-on-One mediator (gather info).
    3. Arrange decision all members agree to.
    Address the problem person-by-person. (Step 1 for managing what?)

          

  410. Stakeholder (vocab definition)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)

          

  411. Which conflict resolution strategy allows a neutral third party to make suggestions about an agreement?
    A. Negotiation
    B. Arbitration
    C. Litigation
    D. Mediation
    C. Ensures they will help achieve goals. (is a benefit that results from involving staff member in the _______-_______ process.)

          

  412. Norming (Team Development) (vocab definition)The third stage of team development, in which team members settle their differences and develop more trusting relationships. (vocab word)

          

  413. Individual Performance Goal (vocab definition)A goal that focuses on each employee's personal efforts. (vocab word)

          

  414. High-performance Team (vocab definition)A team of employees form the same area or department who perform the routine tasks in their job description. (vocab word)

          

  415. 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
    Discussion, Goal Setting, and Plans for Improvement (Step 3 of what?)

          

  416. According to Herzbergʹs two-factor theory, which is a motivation factor?
    A. Hours
    B. Work breaks
    C. Safe conditions
    D. Responsibility
    A theory that identifies two different sets of factors that can motivate (motivation factors) and demotivate (maintenance factors) employees. (vocab word)

          

  417. Fair Labor Standards Act (FLSA) (vocab definition)A calendar of specific activities designed to meet the operation's revenue goals. (vocab word)

          

  418. Communication Flow:
    Upward
    Reports to managers, Schedule requests, Suggestion-box ideas. (Communication Flow direction)

          

  419. Controlling (vocab definition [Walker])What is out room rate today is example. (vocab word)

          

  420. Organizing (vocab definition [Walker])Who does what, and when. (vocab word)

          

  421. Stress Management (vocab definition)Unwelcome begavior of a sezual nature that interferes with an employee's job performance. (vocab word)

          

  422. Communication Barriers:
    Tone
    A manager's voice can indicate disapproval, negativity, or concern. (This is a ________ _________)

          

  423. Motivation Methods (13 examples)Information, Problem-solving, Brainstorming, Action

          

  424. 4 main categories of critical incidents:Information, Problem-solving, Brainstorming, Action

          

  425. A code of ethics is used in an establishment to
    A. guide decision making.
    B. terminate employees.
    C. promote teamwork.
    D. increase profit.
    B. Importance of the plan compared to others (this is what employees must be told when assigned to work on what?)

          

  426. Message Channel (vocab definition)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)

          

  427. Adjourning (team development) (vocab definition)The fifth stage of team development, which occurs when the team has achieved its purpose and members move on to other tasks. (vocab word)

          

  428. Warm-up Activities to Begin a Meeting: (4 types)Accidents, Incidents, Emergencies, Reports of food problems

          

  429. Tabled (Agenda Item) (vocab definition)Held over for another meeting. (voca word)

          

  430. Communication Barriers:
    Timing
    A manager's voice can indicate disapproval, negativity, or concern. (This is a ________ _________)

          

  431. Esteem Needs (vocab definition)Needs that focus on how people feel about themselves and how they think others feel about them (vocab word)

          

  432. Planning (vocab definition [Walker])Setting the company's goals. (vocab word)

          

  433. The Meeting Process:
    1. Plan meeting
    2. Conduct meeting
    3.
    4. Gather Materials to plan for next meeting
    Ensure employee surrenders company property and receives personal property.

          

  434. 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.
    A. ensuring alternatives are both feasible and practical. (team member can assist with this during the _______ stage of a team project.)

          

  435. Cross-functional Teams (vocab definition)A team of employees from different departments who consider problems that impact their areas and the operation as a whole. (vocab word)

          

  436. Leaders vs. Managers
    Manage the Employees
    Managers
    (Employee Emphasis)

          

  437. Alternative (problem solving) (vocab definition)A meeting that shares communication such as project reports and updates or one used for orientation and training. (vocab word)

          

  438. Typical Compensation Control Process
    1. Analyze factors
    2. Establish standards and procedures
    3. Train staff
    4. Monitor employee performance
    5. Take appropriate action
    6.
    Monitor factors

          

  439. Conflict Resolution (vocab definition)Processes that encourage finding solutions to problems before more formal grievance procedures are needed. (vocab word)

          

  440. Policy (vocab definition)A federal medical insurance program that primarily serves individuals over 65 regardless of income, younger persons who are disabled, and dialysis patients. (vocab word)

          

  441. Management Schedule (vocab definition)Unwelcome conduct based on race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability, or genetic information. (vocab word)

          

  442. Maslow's Hierarchy of Needs (5 types of needs)Self-Actualization
    Esteem
    Social
    Safety
    Physiological

          

  443. Pitfalls of Teams (4 potential problems)Taking too long to make a decision, Mishandling team disagreements, Working inefficiently, Avoiding responsibility. (4 potential problem of what?)

          

  444. Master Schedule (vocab definition)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)

          

  445. Brainstorming Meeting (vocab definition)A process managers can use to identify what causes them stress in the workplace or in their personal lives. (vocab word)

          

  446. Time Management: 5 major skills needed for effective time management.Goal setting, Planning, Decision Making, Delegating, Scheduling. (Skills needed for what?)

          

  447. SWOT Analysis (vocab definition)The amount paid excluding contributions for payroll, social security, taxes, and other required employer payments. (vocab word)

          

  448. Ethical Decisions- How to follow this Basic Ethical Principle
    Honesty
    Ethical Decisions- Basic Ethical Principle
    Do not mislead or deceive others.

          

  449. Shift Leader (vocab definition)Unwelcome conduct based on race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability, or genetic information. (vocab word)

          

  450. 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.
    Consider the purpose of the communication. (Step 1 of what?)

          

  451. Communication Barriers:
    Word Meaning
    Receiver may not know the meanings of words or phrases or may interpret them differently than the sender. (This is a ________ _________)

          

  452. Management Style
    Laissez-faire (definition)
    Rules about how meetings are run, how participants should interact, and what behavior i acceptable. (voca word)

          

  453. Family and Medical Leave Act (FMLA) (vocab definition)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)

          

  454. Reducing Stress:
    __ _______ _____ every day that the manager and his or her team can accomplish.
    Not important but urgent

          

  455. 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).
    Discussing Performance Problems (Step 4 of what?)

          

  456. 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
    Determine budgeted labor costs. (Step 1 to Manage Employee ____ _________.)

          

  457. 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
    Develop a Resolution (Step 3 to what?)

          

  458. Mission Statement (vocab definition)Planning and using procedures and tools to increase a person's efficiency and productivity. (vocab word)

          

  459. 4-step Delegation ProcessSpecific. Goal must be clearly stated and indicate exactly what is expected. Conditions needed to reach the goal are important. (Used in what acronym?)

          

  460. Common Steps in Progressive Discipline
    1. Oral Warning
    2. Written Warning
    3.
    Probation

          

  461. Performance Appraisal Procedures
    1. Preparing for the Meeting
    2. Conduction the Meeting
    3.
    4. Discussing Performance Problems
    B. discover ways to shorten the team development process. (the importance of discussing _______ learned during projects.)

          

  462. Facilitator (vocab definition)An employee who can perform more than one job on a regular basis. (vocab word)

          

  463. Leaders vs. Managers
    Accept the Situation
    A process managers can use to identify what causes them stress in the workplace or in their personal lives. (vocab word)

          

  464. Withholding Tax (vocab definition)Money taken from an employee's wages by an employer and paid directly to the government. (vocab word)

          

  465. Sample Policy Format
    Policy Name
    Purpose
    ________
    Policy Statement
    Purpose

          

  466. Core Value (vocab definition)A key element of an operation that indicates the most basic reasons the business exists. (vocab word)

          

  467. Voluntary Termination (vocab definition)A listing of the personal requirements needed to successfully do the tasks listed on the job description. (vocab word)

          

  468. Principles of Effective Speaking (6 Principles)A strategy for encouraging guests to order products or services they may not have been aware of or intending to purchase. (vocab word)

          

  469. Performance Appraisal Process
    1.
    2. Employee Appraisal
    3. Discussion, Goal Setting, and Plans for Improvement
    Repeat
    Employee Performance (Step 1 of what?)

          

  470. Overtime (control) (vocab definition)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

          

  471. "O" in SWOT AnalysisOpportunities (Used in what acronym?)

          

  472. 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
    Very important and very urgent

          

  473. 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.
    Maintain Success (Step 7 in the Employee Development Process)

          

  474. Professional Development (vocab definition)A set of standards that guides restaurant and foodservice operations, which is the foundation for developing the vision statement and mission statement. (vocab word)

          

  475. 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.
    Compare observed performance with SOPs. (Step 1 of what?)

          

  476. Leaders vs. Managers
    Make Decisions
    Managers
    (Decision Making)

          

  477. Physiological Needs (vocab definition)Needs that relate to the body and include food, water, air, and sleep. (vocab word)

          

  478. Business Plan ExampleTo increase the number of community business visitors as identified by the local tourist and convention center by 5% within the next 12 months.

          

  479. Stages of Team Growth
    1.
    2. Storming
    3. Norming
    4. Performing
    5. Adjourning
    (6. Putting it all Together)
    Forming (Stage 1 of what?)

          

  480. Procedures for Conducting Effective Meetings
    1. Warm-up activities
    2. Ground rules
    3. Present each agenda item
    4.
    5. Review of plans and summary
    Do not judge too quickly, Keep an open mind, Avoid "talking down" to employees, Be straightforward, Be positive, Be patient. (Guidelines for ______ _______)

          

  481. Operating Budget ExampleMeasurable. Goals must describe measurable results that allow comparisons between the goals and the actual results produced by the plan. (Used in what acronym?)

          

  482. Feedback (vocab definition)The way in which a person responds when he or she receives a message. (vocab word)

          

  483. 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
    Determine how to communicate the information. (Step 4 of what?)

          

  484. Labor Cost (vocab definition)The money and fringe benefit expenses paid to the employees for the work they do. (vocab word)

          

  485. Performance Appraisal Procedures
    1.
    2. Conduction the Meeting
    3. Closing the Meeting and Following Up
    4. Discussing Performance Problems
    Identify the cause.

          

  486. Strategic Goals (definition)Goals that align with the strategies that have been developed. (definition of?)

          

  487. Strategic Priority (vocab definition)An operation's highest-level concern for employees to address. (vocab word)

          

  488. 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
    A. One manager on-site

          

  489. Value (vocab definition)The relationship between what is paid for something and the quality of the product or service that is received. (vocab word)

          

  490. Decision Making (vocab definition [Walker])A session in which the team leader asks all team member to evaluate all aspects of a project after it is completed. (vocab word)

          

  491. Warm-body Syndrome (vocab definition)The idea that an employee is better than no employee, leading to a fast hiring decision. (vocab word)

          

  492. Task Analysis (vocab definition)A part of an agenda item that requires some type of action. (vocab word)

          

  493. Harassment (vocab definition)Unwelcome conduct based on race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability, or genetic information. (vocab word)

          

  494. Tip (Compensation) (vocab definition)A process in which a neutral third party facilitates a discussion of difficult issues and makes suggestions about an agreement. (vocab word)

          

  495. Anniversary Date (employment) (vocab definition)The date that the employee began working for the establishment. (vocab word)

          

  496. Leadership Strategies to Enhance Retention and Productivity (4 strategies)Select the right employee, Train correctly, Supervise effectively, Be an employer of choice.

          

  497. Preventive Maintenance (vocab definition)Procedures that follow a manufacturer's instructions about how to keep equipment in good, working order. (vocab word)

          

  498. 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.
    Ensure proper documentation.

          

  499. "A" in SMART GoalAchievable. Goals should require an employee or a team to strive to achieve them. However, they must also be realistic. (Used in what acronym?)

          

  500. 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.Cross-functional Team (example)

          

  501. The Sender directs the Message Content by a _____________ to the Receiver who obtains the message that is sent through the Message Context.Message Channel. How messages will be communicated.

          

  502. Environmental Noise (vocab definition)Failure to follow reasonable instructions. (vocab word)

          

  503. Line-up Meeting (vocab definition)A brief training session held before a work shift begins. (vocab word)

          

  504. Social Needs (vocab definition)The information sent by the sender to the receiver. (vocab word)

          

  505. Bonus (compensation) (vocab definition)Treating persons unequally for reasons that do not relate to their legal rights or abilities. (vocab word)

          

  506. Manage by Walking Around (vocab definition)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)

          

  507. Marketing Plan ExampleStrategies to increase community business visitor counts and revenue within the next 12 months.

          

  508. True or False
    The budget is a summary of an establishment's profitability during a certain time period.
    False. (_________ is the expected revenue from and costs to provide products and services to community business visitors.)

          

  509. 3 basic types of questions:General irritability, Insomnia, Headaches, Indigestion, Pain in neck or lower back, Changes in appetite, Changes in sleep patterns. (What are these indicators of?)