QUIZ TWO REVIEW FOR CHAPTERS 5 THROUGH 8
CUL ARTS 108 – Restaurant Supervision & Training – Spring 2015
Chef Louis Eguaras, PSB, CPFC
Chapter 5:
1.
What can an effective listener do to be involved in the communication process?
A. Begin thinking about the response before the speaker finishes
B. Interrupt to tell the speaker the message is understood
C. Shuffle through notes to help develop a response
D. Maintain eye contact with the speaker
2.
A sound that interferes with communication is called
A. listening hurdle.
B. conversation noise.
C. environmental noise.
D. conversation barrier.
3.
Which item relates to a company’s informal channel of communication?
A. Intranet
B. Grapevine
C. Policy
D. Procedure
4.
What nonverbal communication may be a sign of nervousness?
A. Sitting on edge of chair
B. Raising eyebrows
C. Slouching in chair
D. Biting one’s lips
5.
Managers do coaching when they
A. manage by walking around.
B. conduct negotiation sessions.
C. give employees an oral warning.
D. conduct performance appraisals.
6.
What is the process in which a neutral third party facilitates a discussion and makes suggestions about an agreement?
A. Negotiation
B. Arbitration
C. Mediation
D. Probation
7.
The first part of the change process is
A. revising procedures.
B. transitioning to change.
C. refreezing the situation.
D. unfreezing the situation.
8.
When should an employee complete a self-evaluation performance appraisal form?
A. Before the session
B. During the session
C. In a follow-up meeting
D. At the end of the session
9.
The first step in any termination process is to
A. conduct an exit interview.
B. complete a separation checklist.
C. identify the cause for termination.
D. ensure documentation is complete.
10. What is a legal action against a previous employer alleging that termination violated antidiscrimination laws?
A. Insubordination
B. Wrongful discharge
C. Exit interview response
D. Unemployment compensation claim
Chapter 6
1.
Which management tool implements standards?
A. Job descriptions
B. Job specifications
C. Performance appraisal forms
D. Standard operating procedures
2.
What are developed as part of the position analysis process that will become SOPs?
A. Task lists
B. Job descriptions
C. Task breakdowns
D. Performance standards
3.
What is the first step in planning, managing, and evaluating employee work schedules?
A. Create a master schedule
B. Develop a crew schedule
C. Determine budgeted labor cost
D. Develop production and quality goals
4.
A manager has budgeted $39,540 for waged labor in April. The operation is open seven days a week. The average employee is
paid $12 per hour. What is the average number of labor hours that can be scheduled per day?
A. 110
B. 125
C. 140
D. 155
5.
What information is provided in a master schedule?
A. Actual labor cost to be incurred during the shift
B. Names of employees to be scheduled for each position
C. Number of hours of salaried labor required for the shift
D. Number of hours needed for employees in specific positions
6.
When should employee day-off requests normally be submitted?
A. One week before the schedule is developed
B. Within one day of the schedule’s distribution
C. Within three days of when the day off is needed
D. One day in advance of need unless business volume is heavy
7.
A labor variance is a difference between
A. staffing needs and budgeted labor cost.
B. historical information and current forecasts.
C. scheduled hours and actual hours worked.
D. positions needed and staff members available.
8.
A cook is paid $12 per hour and works two hours of overtime during a specific week. How much is the cook paid for the two
hours of overtime?
A. $24
B. $32
C. $36
D. $42
9.
What is a benefit of using a checklist to monitor quality?
A. Employees do not need to be trained.
B. Managers help ensure standards are met.
C. The need for on-site supervision is eliminated.
D. The operation will automatically meet quality requirements.
10. Critical incidents should be noted in which log?
A. Chef’s communication log
B. Manager’s communication log
C. Dining manager’s communication log
D. Banquet and catering communication log
Chapter 7:
1.
Professional development refers to
A. formal group activities such as employee orientation.
B. training in the foundational tasks of a specific position.
C. feedback from managers during coaching conversations.
D. learning or improvement to address knowledge or skills gaps.
2.
Who is responsible for assessing professional development needs and progress?
A. The employee
B. The employee’s manager
C. The establishment’s owner
D. Any establishment stakeholder
3.
Whose needs should be considered when professional development goals are established?
A. The immediate manager’s
B. The employee’s
C. The operation’s
D. The customers’
4.
Which item should be included in a professional development plan?
A. Performance appraisal results
B. Employee background
C. Years of experience
D. Project time frame
5.
What is the best measurement of the success of a professional development program?
A. It maximizes use of one developmental method.
B. It resolves current operational problems.
C. It accomplishes the program’s goals.
D. It is the least expensive alternative.
6.
Where is cross-training usually conducted?
A. At the employee’s work station
B. At a local school or college
C. In the manager’s office
D. On the Internet
7.
What is an important tactic when delegation is used for professional development purposes?
A. Focus on low-priority tasks.
B. Move from simple to complex tasks.
C. Be sure no one else wants to do the task.
D. Ensure the employee is given total responsibility.
8.
In what stage of a mentoring relationship does the employee begin to ask questions?
A. Information exchange conversations
B. Counseling and coaching
C. Professional friendship
D. Sponsoring
9.
Which planning tool is helpful in developing a succession plan?
A. Professional development plan
B. Organizational chart
C. Operating budget
D. Mentor plan
10. A succession plan would typically be developed for which position?
A. Manager
B. General manager
C. Part-time employee
D. Entry-level employee
Chapter 8:
1.
Which practice is allowed by EEOC regulations?
A. Testing applicants on job content
B. Requesting a photo with applications
C. Focusing recruiting on certain applicants
D. Asking if applicants require accommodation
2.
Which item does the Fair Labor Standards Act regulate?
A. Holidays
B. Meal breaks
C. Overtime pay
D. Discharge notice
3.
Compliance with what law can help reduce workers’ compensation insurance costs?
A. Fair Labor Standards Act
B. Pregnancy Discrimination Act
C. Americans with Disabilities Act
D. Occupational Safety and Health Act
4.
For how many months must a covered employee have worked for an employer to be eligible for a leave under the Family Medical
Leave Act (FMLA)?
A. 6
B. 8
C. 10
D. 12
5.
Which factor would determine that an employee should be compensated for injury?
A. The employee was not at fault.
B. Training was deemed inadequate.
C. More than 14 days’ work was lost.
D. The accident occurred during work.
6.
What factor may prevent successful application for a liquor license?
A. The owner has a narcotics conviction on record.
B. The manager is charged with a misdemeanor.
C. The operation attempts to transfer the license.
D. The operation allows a license to expire.
7.
Where are the federal government’s recommendations to prevent foodborne illnesses found?
A. OSHA regulations
B. FDA Food Code
C. HACCP system
D. Health codes
8.
All 50 states require a minor assisting with alcohol service to
A. be supervised by an employee who is of age.
B. make application to the state liquor authority.
C. handle only the customer order and payment.
D. have an employee who is of age pour the drink.
9.
Which situation supports a reasonable care defense against a food-related lawsuit?
A. Witnesses state that employees took inappropriate action.
B. The FDA Food Code is posted in the establishment.
C. The operation has standards and training in place.
D. The operation has all licenses and certifications.
10. Which law prohibits the use of discriminatory work practices against union employees?
A. Equal Pay Act
B. Civil Rights Act
C. Fair Labor Standards Act
D. National Labor Relations Act