HSC Final

One
Motivating Your Team

Question #1 - Multiple Choice 7316
Understanding ____________can be very simple, yet very complex. An understanding of this
is a prerequisite to effective employee motivation.
A. Your boss
B. Employee’s behaviors
C. Human Nature
D. Employee’ attitudes
E. B and C
According to a study done by the US Chamber of Commerce, what ranked #1 with
employees in term of Motivation?
A. Money
B. Time Off
C. Appreciation
D. Help on Personal Issues
E. Feeling “in” on company matters
Which of the equations below is accurate in defining performance?
A. Performance = ability x motivation

B. Performance = attitude + behavior
C. Performance = ability x behavior
D. Performance = motivation x behavior
E. Performance = motivation + attitude+ ability
Who has the most impact on an employee’s motivation level at work?
A. Other employees
B. The work itself
C. The work environment
D. Their direct supervisor - YOU
E. B and D
If you want to inspire others you have to_____________.
A. Be nice
B. Be inspiring
C. Have good work ethics
D. A and C
E. B and C
The TRUE Method when using praise stands for:
A. Timely, Responsive, Unconditional, Enthusiastic

B. Timely, Receptive, Unconditional, Energy
C. Truthful, Receptive, Understanding, Empathy
D. Truthful, Responsive, Understanding, Enthusiastic
E. Timely, Responsive, Understanding, Empathy
Shared goals are not enough to keep most employees motivated. Those goals must be guided
by___________________.
A. The supervisor
B. Core Values
C. A vision statement
D. The team
E. B and C
Which of the following statements characterizes providing a clearly defined playing field for
your employees?
A. Employees perform the best when they are given the freedom to take charge knowing
exactly their territory and boundaries.
B. By setting shared goals and values, you have defined the playing field and the rules of
the game.
C. Your team mates need to know that as long as they follow the rules, they can go
anywhere within the lines.
D. All of the above
E. None of the above
________________is the breakfast of champions.
A. Feedback
B. Motivation
C. Money
D. Praise
E. All of the above
Which of the following statements is true?
A. Most supervisors don’t know what is important to their employees because they
simply do not ask.
B. When you ask your employees what you can do to make their job easier or what
motivates them, you are sending subtle messages that are lowering their self esteem and
confidence.
C. By asking questions supervisors help their employees discover for themselves what is
important for them and what motivates them to peak performance.
D. A and B
E. A and C
Correct answer was: E
Two
Staffing and Scheduling

What is largest expense within a hotel or restaurant?
A. Training
B. Recruitment
C. Labor
D. Food
E. B and C
Correct answer was: C

When it comes to staffing and scheduling, supervisors need to do which of following:
A. Understand how many positions they need to properly run the department.
B. Forecast appropriately so they don’t have too many or too little employees.
C. Understand the types of employees they have in terms of part time, and full time.
D. Be confident in producing a weekly or biweekly schedule that confirms proper
coverage of the department.
E. All of the above
______________positions are required to operate the property or department regardless of
occupancy or business volume.
A. Variable Staffing
B. Flexible Staffing
C. Fixed staffing
D. Part time
E. A and C
Variable staff positions depend on:
A. Unexpected volume of business

B. Expected volume of business
C. Forecasting data
D. B and C
What is the number one reason why it is important to schedule the right amount of
employees?
A. Positive guest service

B. Holds down labor costs
C. Increase employee motivation
D. Decrease overlapping
E. Accurate forecasting
Which of the examples below would be considered a creative way to schedule your
employees.
A. Increase your number of full time employees

B. Use split shifts
C. Train your employees in one department
D. Keep the beginning and ending of shift times the same
E. B and D
Correct answer was: B

Who is usually in charge of determining a department’s staffing needs for most
organizations?
A. General Manager
B. Direct Supervisor
C. Owner
D. Human Resources
E. All of the above
Fixed staff can include which of the following:
A. Full Time staff

B. Part Time Staff
C. Seasonal Staff
D. A and B
E. All of the above
The goal and objective of proper scheduling is to have the ______________ number of
employees on duty as determined by your staffing needs.
A. Minimum
B. Maximum
C. Most efficient
D. A and C
E. B and C
Correct answer was: C

What happens when you schedule too many employees for a shift?
A. Money will be wasted on wages

B. Productivity will be higher
C. Productivity will be lower
D. A and B
E. A and C
Three
Conflict and Resolution
_________________ issues only represent the symptoms of the real underlying problems
which are the ___________________.
A. Hard, Soft
B. Soft, Hard
C. Hard, people skills
D. A and C
E. B and C
Focusing on hard issues only make which of the following go away?
A. Problems
B. Symptoms
C. Teamwork
D. Employee Moral
E. All of the above
Which of these statements about workforce conflict is false?
A. The more we run from conflict, the more it masters us.

B. The more we try to avoid it, the less it controls us.
C. The less we fear conflict, the less it confuses us.
D. A and B
E. B and C
Which is the correct order in the 4 step firefighting approach to conflict?
A. Maintain, Burn Down, Follow up, Extinguish

B. Burn Down, Maintain, Extinguish, Follow up
C. Extinguish, Burn Down, Maintain, Follow up
D. Maintain, Extinguish, Burn Down, Follow up
E. Maintain, Burn Down, Extinguish, Follow Up
The Velvet Covered Brick approach to conflict means leaders are______________ on the
inside and ________________on the outside.
A. Honest and soft

B. Strong and Soft
C. Soft and Friendly
D. Strong and tough
By actively address problems, Velvet-Covered Brick supervisors act as which of the
following:
A. Peacekeeper
B. Peacemaker
C. Mentor
D. Role Model
E. A and C
Which one of the statements below does not describe a Velvet - Covered Brick supervisor?
A. Confronts problems and does not consider perspectives

B. Tough but Tender
C. Committed to Results and Relationships
D. Professional and Personal
E. Respected and Approachable
Which difficult type of employee does the following describe? Their silence hides a lot of
pent up anger. You can bring out this type of employee with open-ended questions and by out
waiting their silence during confrontations.
A. Silent Sufferers
B. Silent Steamers
C. Wet Blankets
D. Wafflers
E. A & B
As a supervisor, what can you do to help an employee who is a “waffler.”
A. Make their environment friendly and secure

B. When necessary, call their bluff but leave them an out to “save face.”
C. Ask them how they would solve the problem?
D. Ask them open ended questions.
E. All of the above
Complete the quote: The measure of success in not whether you have a tough problem but:
A. Whether it is the same problem you had last year.

B. Whether it is a different problem then you had last year.
C. Whether you learned from your mistake.
D. A and B
E. A and C
Four
Coaching For Success
Performance is considered to be a function of which of the following:
A. Motivation and Teamwork

B. Teamwork and ability
C. Motivation and Ability
D. C and D
What percentage of employees surveyed in this Module’s Leadership study said they have too
little interaction with their supervisors?
A. 10%
B. 25%
C. 97%
D. 51%
E. 66%
All good performance begins with which of the following:
A. Leadership
B. Team work
C. Goals
D. Motivation
E. C and D
Which of the following steps is NOT associated with One Minute Goal setting?
A. Agree on your goals

B. See what good behavior looks like
C. Write out each of your goals on a single sheet of paper no less than 1000 words
D. See whether or not your behavior matches your goals.
Correct answer was: D
One Minute Praisings catches people doing things______________________.
A. Wrong
B. Right
C. Approximately Right
D. B and C
E. All of the above
When you leave an employee alone expecting good performance from them and then
immediately reprimand them once you don’t get it is a form of what type of management?
A. Bottom Up
B. Traditional
C. Top Down
D. Zap
E. C and D
People who feel good about themselves ____________________________.
A. Produce good results

B. Are motivated
C. Set goals
D. Accomplish Tasks
E. All of the above
Which of the following is not one of the One Minute Praising Steps?
A. Praise people immediately

B. Tell people what they did right – be specific
C. Stop for a moment of silence to let them “feel” how good you feel
D. Encourage them to do the same
When giving a One Minute Reprimand, it is important to remember the focus is on
______________________ and not the _________________________.
A. Person, Team
B. Behavior, Person
C. Person, Behavior
D. Workplace, Person
E. B and D
Which of these steps are in the 2nd half of the One Minute Reprimand?
A. Tell people what they did wrong, be specific

B. Reprimand them immediately
C. Remind them how much you value them
D. Stop for a few seconds of uncomfortable silence to let them feel how you feel
E. A and C
Five
Supervising in a Multicultural Workplace

Based on a study conducted, an average hotel in the U.S. has ___ nationalities represented in
the workforce.
A. 4.2
B. 3.2
C. 5.2
D. 6.2
E. 2.3
Diversity in the workforce refers to which of the following:
A. Age
B. Race
C. Gender
D. Religion
E. All of the above
What is the basis for much of our behavior?
A. Work Experiences
B. Education
C. Family
D. Values
E. All of the above
What word (s) below is the opposite action of being prejudice and or stereotyping?
A. Judging
B. Assuming
C. Tolerance
D. Acceptance
E. C and D
A______________ occurs when we judge individuals by our own experience rather than by
the image we have of the culture they come from.
A. interaction
B. judgment
C. stereotype
D. understanding
Respect requires one or more of the following:
A. The willingness to show consideration or worth to someone, someplace, some action,

or something.
B. Refraining from or not interfering with someone, some action, or something.
C. Accepting and/or agreeing with someone else, their thoughts or actions.
D. Holding fixed beliefs about someone regardless of evidence to the contrary.
E. A and B
A respectful workplace does the following except:
A. Incorporates
B. judges
C. Values
D. Seeks
We tend to gravitate toward people that are __________.
A. Different
B. Similar
C. Like minded
D. B and C
E. A and C
The more ____________ a workforce is the more _____________ they are.
A. Alike, productive
B. Diverse, unproductive
C. Diverse, productive
D. Productive, alike
When we look at behavior, we determine or interpret what is happening through:
A. Our own filter

B. Someone else's filter
C. My family's background
D. None of the above
E. All of the above

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One

Motivating Your Team

A. Performance = ability x motivation

A. Timely, Responsive, Unconditional, Enthusiastic

Correct answer was: E

Question #1 - Multiple Choice 7326

Correct answer was: C

A. Unexpected volume of business

A. Positive guest service

A. Increase your number of full time employees

Correct answer was: B

A. Full Time staff

Correct answer was: C

A. Money will be wasted on wages

A. The more we run from conflict, the more it masters us.

A. Maintain, Burn Down, Follow up, Extinguish

A. Honest and soft

A. Confronts problems and does not consider perspectives

A. Make their environment friendly and secure

A. Whether it is the same problem you had last year.

A. Motivation and Teamwork

A. Agree on your goals

A. Produce good results

A. Praise people immediately

A. Tell people what they did wrong, be specific

Supervising in a Multicultural Workplace

Question #1 - Multiple Choice 7356

A. The willingness to show consideration or worth to someone, someplace, some action,

A. Our own filter

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