Question 1

The most effective ways to prevent employees being hurt on the job do not include which of the following?

Accepted Answer

A)  effective micro-management 
B)  good training 
C)  proper supervision 
D)  proper equipment 
A)  effective micro-management 
B)  good training 
C)  proper supervision 
D)  proper equipment A

Question 2

OSHA's top priority for workplace inspection is:

Accepted Answer

A)  investigation of catastrophes, fatalities, and accidents resulting in hospitalization of five or more employees. 
B)  investigation of valid employee complaints of alleged violation of standards or of unsafe or unhealthful working conditions. 
C)  follow-up inspections to determine if previously cited violations have been corrected. 
D)  inspection of imminent danger situations. 
A)  investigation of catastrophes, fatalities, and accidents resulting in hospitalization of five or more employees. 
B)  investigation of valid employee complaints of alleged violation of standards or of unsafe or unhealthful working conditions. 
C)  follow-up inspections to determine if previously cited violations have been corrected. 
D)  inspection of imminent danger situations. D

Question 3

The intangibles of a dissatisfied team member do not include which of the following?

Accepted Answer

A)  the effect on morale within the team 
B)  the impact on customer satisfaction 
C)  the missed opportunities to utilize the team member's talent 
D)  the reduced productivity 
A)  the effect on morale within the team 
B)  the impact on customer satisfaction 
C)  the missed opportunities to utilize the team member's talent 
D)  the reduced productivity D

Question 4

A positive work environment:

Accepted Answer

A)  generates a more positive attitude among team members. 
B)  leads to higher levels of productivity. 
C)  leads to higher levels of service of greater quality. 
D)  All of the above 
A)  generates a more positive attitude among team members. 
B)  leads to higher levels of productivity. 
C)  leads to higher levels of service of greater quality. 
D)  All of the above

Question 5

A positive work environment in which stress is reduced is the result of which of the following?

Accepted Answer

A)  esprit de corps 
B)  lack of social interaction 
C)  long hours 
D)  conflicting expectations 
A)  esprit de corps 
B)  lack of social interaction 
C)  long hours 
D)  conflicting expectations

Question 6

The Hazard Communication Standard:

Accepted Answer

A)  Is a system of priorities for workplace inspection. 
B)  Requires the formation of an on-site safety council 
C)  Includes MSDS 
D)  up to $70,000 for an intentional or repeat violation. 
A)  Is a system of priorities for workplace inspection. 
B)  Requires the formation of an on-site safety council 
C)  Includes MSDS 
D)  up to $70,000 for an intentional or repeat violation.

Question 7

Dealing with complaints in a systematic approach includes:

Accepted Answer

A)  admitting managers mistakes when they are found. 
B)  allowing a cooling-off period prior to addressing the complaint. 
C)  providing an open forum for discussing the complaint with team members. 
D)  dealing with the individual who filed the complaint in a manner that discourages future complaints. 
A)  admitting managers mistakes when they are found. 
B)  allowing a cooling-off period prior to addressing the complaint. 
C)  providing an open forum for discussing the complaint with team members. 
D)  dealing with the individual who filed the complaint in a manner that discourages future complaints.

Question 8

Burnout is fatigue, frustration, or apathy resulting from prolonged:

Accepted Answer

A)  intense activity 
B)  rest 
C)  intense inactivity 
D)  success 
A)  intense activity 
B)  rest 
C)  intense inactivity 
D)  success

Question 9

When there is a conflict the manager should seek the assistance of senior management ______________ _______________.

Accepted Answer

A)  if they are having difficulty achieving resolution 
B)  immediately 
C)  only if it appears that the conflict will result in termination of a team member 
D)  at no time because it is the duty of the manager to resolve conflict. 
A)  if they are having difficulty achieving resolution 
B)  immediately 
C)  only if it appears that the conflict will result in termination of a team member 
D)  at no time because it is the duty of the manager to resolve conflict.

Question 10

The "ideal" resolution of complaints avoids a ________________________ scenario and leads to a ________________________ scenario.

Accepted Answer

A)  one loses/one wins ….. win/win 
B)  win/win … one wins/one loses 
C)  one wins/one loses …. lose/lose 
D)  lose/lose … win/win 
A)  one loses/one wins ….. win/win 
B)  win/win … one wins/one loses 
C)  one wins/one loses …. lose/lose 
D)  lose/lose … win/win

Question 11

The satisfaction individuals receive is dependent upon the extent to which the job:

Accepted Answer

A)  provides above market wages. 
B)  provides paid vacation. 
C)  meets their needs and wants. 
D)  does not demand critical thinking. 
A)  provides above market wages. 
B)  provides paid vacation. 
C)  meets their needs and wants. 
D)  does not demand critical thinking.

Question 12

Maintenance of the positive environment does not requires:

Accepted Answer

A)  quick conflict resolution. 
B)  effective conflict resolution. 
C)  the manager sincerely cares about the safety of team members. 
D)  that all positions pay above minimum wage. 
A)  quick conflict resolution. 
B)  effective conflict resolution. 
C)  the manager sincerely cares about the safety of team members. 
D)  that all positions pay above minimum wage.

Question 13

Which of the following is a result of quick conflict resolution?

Accepted Answer

A)  creates the opportunity to win team member's respect 
B)  creates a negative work environment 
C)  negatively effects work flow because of time drain 
D)  improves management consulting schedule 
A)  creates the opportunity to win team member's respect 
B)  creates a negative work environment 
C)  negatively effects work flow because of time drain 
D)  improves management consulting schedule

Question 14

Typical needs:

Accepted Answer

A)  represent tangible rewards such as pay and benefits. 
B)  are items the individual feels will deliver satisfaction. 
C)  are based on differences in age, educational level, sex, health, family relationships, personality, and other factors. 
D)  are very often of an intrinsic nature. 
A)  represent tangible rewards such as pay and benefits. 
B)  are items the individual feels will deliver satisfaction. 
C)  are based on differences in age, educational level, sex, health, family relationships, personality, and other factors. 
D)  are very often of an intrinsic nature.

Question 15

Safety hazards in the hospitality industry do not include which of the following?

Accepted Answer

A)  polished floors 
B)  sharp moving blades 
C)  hot steam 
D)  electrical shock 
A)  polished floors 
B)  sharp moving blades 
C)  hot steam 
D)  electrical shock

Question 16

The physical symptoms of anxiety do not include:

Accepted Answer

A)  nausea, trembling Environment in the Workplace 
B)  a pounding heart 
C)  dryness in the throat 
D)  feelings of intense satisfaction 
A)  nausea, trembling Environment in the Workplace 
B)  a pounding heart 
C)  dryness in the throat 
D)  feelings of intense satisfaction

Question 17

Sources of team member frustrated include:

Accepted Answer

A)  being ignored 
B)  a manager that encourages success 
C)  challenging work 
D)  well communicated work standards 
A)  being ignored 
B)  a manager that encourages success 
C)  challenging work 
D)  well communicated work standards

Question 18

Aggression typically involves _______________ attacks against the person or persons perceived to be the cause of the frustration.

Accepted Answer

A)  mental or physical 
B)  gossip or physical 
C)  verbal or physical 
D)  mental and gossip 
A)  mental or physical 
B)  gossip or physical 
C)  verbal or physical 
D)  mental and gossip

Question 19

Signs of positive stress do not include:

Accepted Answer

A)  exhilaration. 
B)  excitement. 
C)  achievement. 
D)  illness. 
A)  exhilaration. 
B)  excitement. 
C)  achievement. 
D)  illness.

Question 20

These programs are in place to help employees overcome problems, and they provide guidance and refer- rals to outside professional help.

Accepted Answer

A)  Employee Assistance Program 
B)  Employee Support Program 
C)  Employee Care Program 
D)  Employee Aid Program 
A)  Employee Assistance Program 
B)  Employee Support Program 
C)  Employee Care Program 
D)  Employee Aid Program

The most effective ways to prevent employees being hurt on the job do not include which of the following?

OSHA's top priority for workplace inspection is:

The intangibles of a dissatisfied team member do not include which of the following?

A positive work environment:

A positive work environment in which stress is reduced is the result of which of the following?

The Hazard Communication Standard:

Dealing with complaints in a systematic approach includes:

Burnout is fatigue, frustration, or apathy resulting from prolonged:

When there is a conflict the manager should seek the assistance of senior management _.

The "ideal" resolution of complaints avoids a scenario and leads to a scenario.

The satisfaction individuals receive is dependent upon the extent to which the job:

Maintenance of the positive environment does not requires:

Which of the following is a result of quick conflict resolution?

Typical needs:

Safety hazards in the hospitality industry do not include which of the following?

The physical symptoms of anxiety do not include:

Sources of team member frustrated include:

Aggression typically involves _______________ attacks against the person or persons perceived to be the cause of the frustration.

Signs of positive stress do not include:

These programs are in place to help employees overcome problems, and they provide guidance and refer- rals to outside professional help.

Management

Supervision

Legal Aspects

Recruiting and Hiring Personnel

Compensation, Benefits and Staff Scheduling

Staff Training

Orientation and Socialization

Performance Evaluation

Motivation

Building Teams

Respect in the Workplace

Discipline

Management in a Union Environment

Filters

Exam 9: Environment in the Workplace

The most effective ways to prevent employees being hurt on the job do not include which of the following?

OSHA's top priority for workplace inspection is:

The intangibles of a dissatisfied team member do not include which of the following?

A positive work environment:

A positive work environment in which stress is reduced is the result of which of the following?

The Hazard Communication Standard:

Dealing with complaints in a systematic approach includes:

Burnout is fatigue, frustration, or apathy resulting from prolonged:

When there is a conflict the manager should seek the assistance of senior management ______________ _______________.

The "ideal" resolution of complaints avoids a ________________________ scenario and leads to a ________________________ scenario.

The satisfaction individuals receive is dependent upon the extent to which the job:

Maintenance of the positive environment does not requires:

Which of the following is a result of quick conflict resolution?

Typical needs:

Safety hazards in the hospitality industry do not include which of the following?

The physical symptoms of anxiety do not include:

Sources of team member frustrated include:

Aggression typically involves _______________ attacks against the person or persons perceived to be the cause of the frustration.

Signs of positive stress do not include:

These programs are in place to help employees overcome problems, and they provide guidance and refer- rals to outside professional help.

Management

Supervision

Legal Aspects

Recruiting and Hiring Personnel

Compensation, Benefits and Staff Scheduling

Staff Training

Orientation and Socialization

Performance Evaluation

Motivation

Building Teams

Respect in the Workplace

Discipline

Management in a Union Environment

Filters

When there is a conflict the manager should seek the assistance of senior management _.

The "ideal" resolution of complaints avoids a scenario and leads to a scenario.