Ensuring that employees have the skills, knowledge & authority to make decisions that would otherwise be made by management.
What is Empowerment
100
Training for current employees who are not meeting standards or to roll out a new process.
What is Re-training
100
A disagreement resulting in individuals who differ in beliefs, opinions, values and perceptions.
What is Conflict
100
The term defining disciplining through fear and punishment.
What is Negative Discipline
100
Giving a portion of one's responsibility and authority to a subordinate
What is Delegating
200
Groups defined by the organizational chart.
What are Formal Work Groups
200
Type of learner who takes notes and likes to see what they are learning.
What is a Visual Learner
200
The resolution to the majority of conflicts.
What is Communication
200
The first step in the positive disciplinary process.
What is a Oral Reminder
200
The lines of responsibility & authority in an organization that provide the anatomy of its organization chart.
What is the Chain of Command
300
Trust, communication, collaboration, and setting goals are steps to ______________
What is Develop or Form a Team
300
The 3 groups of people affected by training.
What are Associates, Guests, Company/Owner
300
The first steps to resolve a conflict are:
What is Reserve Dignity and Respect, Analyze what is at the center of the conflict
300
Subjecting another person to intimidating, hostile, or offensive behavior.
What is Harrassment
300
2 examples of common mistakes when delegating
What is
Not communicating clearly
Over-supervise
Not taking enough time to train
Not giving enough support
Delegating without setting up controls
Assign dead-end tasks without any incentive
Delegating to the wrong person
Delegating unpleasant boss-subordinate tasks
Setting up overlapping responsibilities
400
Goal is to ensure continuous quality improvement of services & products for guests. Type of Management.
What is TQM Total Quality Management
400
80% retention of learning occurs when a person in training does this.
What is Teach Others
400
Name the 2 action items that would wrap up the final step of resolving a conflict.
What is Agree on the Solutions and Follow Up
400
An employee paid benefit program to assist associates with personal problems.
What is EAP- Employee Assistance Program
400
2 challenges of group decision making
What is
1. It takes longer in a group to make decisions.
2. Groups are often dominated by one person.
3. Group participants get involved in winning arguments & showing off.
4. If consensus is required people may conform to get the meeting over.
5. Consensus leads to mediocre decisions.
6. Self-seeking managers can use groups for their own purposes to shift blame.
500
The 4 Stages of Team Development
What is Forming, Storming, Norming and Performing
500
Define the 5 steps in the Process of Training.
What is to Open, Demonstrate, Practice, Demonstrate, Close
500
Name and Explain the 2 Alternative Dispute Resolution options commonly used.
What is Mediation and Arbitration
500
What 3 government regulations dictate reasons we cannot terminate an employee.
What is OSHA, ADA, Civil Rights Act
500
The 3 aspects of delegation.
What is responsibility, authority and accountability