Chapter 7 Goal-Setting, Coaching, and Conflict-Management skills and Chapter 8 High-performance team

If you set a goal for employees that they think is unattainable:

the employees will not work very hard to achieve it

Which of the following goals is measurable?

by the end of June, decrease the time it takes to check in a guest by 50 percent.

One way a manger can get an employee to accept a goal is to:

provide the resources the employee needs to accomplish the goal, have a track record of rewarding employees who complete their goals, and make sure the goal is appropriate for the employee.

Which of the following statements about mangers setting goals for themselves is false?

setting goals for yourself is easy to do

A directive process used by a manager to train and orient an employee to the realities of the workplace and to help the employee remove barriers to optimum work performance" is called:

coaching

A study conducted at Cornell University of turnover among hospitality employees found that most employees leave their jobs because they

cannot work with their manager or their co-workers

A hotel's front desk agents depend on housekeeping staff to give them accurate and timely reports on the status of guestrooms. The potential for organizational conflict in this situation is called

task interdependance

Why is it helpful for a manger to know his or her favorite conflict-management style?

other managers will know how to deal with him/her during a conflict

A guest complains loudly that his orange was not, as the menu claimed, fresh-squeezed, but was in fact a concentrate product with an inferior taste. You know that the orange juice was fresh-squeezed that morning, but agree to deduct the price of the orange juice from his bill anyway. Which conflict-management strategy did you pursue?

accommodation

A good way for a mediator to help parties in conflict arrive at a resolution is to:

force all parties to meet face to face

Chapter 8: Today's business environment has led many hospitality organizations to

make decisions and solve problems with teams

Teams with members from several different or work areas within an organization are called __________ teams

cross-functional

Most successful team-oriented organizations start forming teams at the _____________level

department-head

Which of the following is the document that states norms and rules for interacting on a team?

code of coduct

which of the following statements about team leaders is true?

none of the above

The second stage of team development is

storming

"Keeps the group's discussion moving along; stimulates new ideas that are pertinent to the topic; prods members to decide on specific course of action"-these are the dominant characteristics of the:

energizer

Which of the following statements about a meeting agenda is false?

within one to three days after the meeting, copies of the agenda should be distributed to all who attended.

Which of the following is a technique teams can use to reach decisions by consensus?

create a cooperative environement

Management evaluates a high-performance team on the basis of:

significant results produced by the team's activities, such as increasing revenues or reducing expenses.