Show:
Leadership v Management
Goal Setting
Effective Communication
Managing Compensation
Managing Terminations
100
____________ focuses on the "what" and the "why" rather than the "how" to achieve.
What is Leadership
100
________ are statements of desired results, used to measure actual performance within an organization. Without them - the organization would never know if it has achieved its perferred situation?
What are Goals
100
As a manager it is critically important for your professional growth and the growth and exansion of the organization to communicate to what 3 groups:
What is Employees (procedural changes, feedback - influences the work environment) Customers (warm welcome, handle positive and negative experiences - influences profits and growth) Yourself (networking, working w/mentor - influences professional goals)
100
The term that defines a rule of thumb that as sales increase payroll increases but not in direct proportion (or that labor has both a fixed element and a variable element) is ___________ cost.
What is Semivariable
100
The two types of termination and description of each include:
What is Voluntary (employee of own free will decides to leave an organization) Involuntary (management must terminate employee for one of four reasons: lack of work, lack of funding, unsatisfactory performance or violating a company policy)
200
This style of management is characterized by regularized procedures, division of responsibilities, hierarchy and impersonal relationships.
What is bureaucratic
200
The 3 levels of goals within an organization are:
What are Organizational Goals, Departmental Goals and Individual Performance Goals?
200
_________ is defined as the process of sending and receiving information for some type of response or action (using talk, gestures or writing)
What is Communication
200
The federal minimum wage law falls under the ____________ Act, a law that requires all employers to pay employees minimum wage plus overtime for any hours worked over 40 per week.
What is Fair Labor Standards Act
200
An _________ _________ is a meeting between he employer and employee to determine reasons for leaving, learn any concerns the person has and identify areas where the company can improve.
What is Exit Interview
300
Essential skills and abilities for restaurant managers fall into 3 categories: Interpersonal Skills (respect, keeps calm in a crisis) Employee Development (removes obstacles, encourages rick) and ______________ (stewardship of organizational values, generates visionary ideas)
What is Organizational Responsibility
300
A _________ _________ is a tool used to help managers focus on activities and set goals for areas where the organization is the strongest and has the greatest opportunity
What is S.W.O.T. Analysis
300
Name 4 barriers or obstacles to effective communication:
What is: Semantics (language means different things) Jargon (technical language) Gestures Cultural Differences Assumptions Preconceptions Prejudices Enviromental Noise Work Environment Clarity Tone Non Verbal Boundries
300
A contract or _____ _____ Agreement (binding) is agreed to by both management and a group representing employees and includes negotiation of pay ranges, working conditions.
What is Collective Bargaining Agreement
300
Name 2 Terminable Acts (actions by an employee which typically cause immediate termination without going through progressive disciplinary process):
What is Distruptive or destructive behavior Insubordination Theft of organizational property or funds Harassment Alcohol or Drug abuse
400
Handing a task over to a subordinate and assigning either authority, responsibility or both to that person to carry our a specific activity is called
What is delegation
400
An objective is a specific description or statement of what a manager wants to achieve; the most effective goals and objectives are SMART. SMART stands for:
What is Specific (clearly stated, exact) Measureable (quantifiable) Achievable (realistic) Relevant (related to vision and mission statements) Timebound (deadlines)
400
When planning to speak, consideration of the five "W"s and "How" will ensure that all vital information is covered so the information can be delivered in a clear and concise manner. The the 5 "W"s stands for (all 5 required)
What is: Who What When Where Why
400
The 4 factors which should be considered when evaluating merit increases are:
What is Current rate (of pay, where does current pay fall within the established pay range for position) Job Perfomance (measure of quality and quantity of employee's work - measureable and not subjective) Accomplishments ("beyond the call of duty") Business Goals (payroll standard [%])
400
The Federal-State Unemployment Compensation Laws govern unemployment compensation following FEDERAL GUIDELINES and ADMINISTERED AT THE STATE LEVEL. Two items that every manager should know are eligibility and assigned [unemployment] tax rate. Explain these two items:
Eligibility - recepient must be unemployed through "no fault of their own" (subject to interpretation) Tax rate is determined by NUMBER OF CLAIMS against the company, the more claims the higher the rate (so coaching employees who are not meeting expectations will result in fewer claims)
500
Without a _____________, the organization becomes extinct (because it is central to an organization's life).
What is Vision
500
The 4 process steps for achieving goals include:
What is Plan Incorporate Execute Evaluate
500
Name the 6 steps for developing organizational communication:
1. Evaluate audience characteristics 2. Identify appropriate method for delivering message 3. Develop the message 4. Review and revise 5. Execute or deliver the message 6. Monitor and follow up
500
Rumors about pay can be devastating to employee morale. The easiest way to avoid this pitfall is to restrict access to payroll information. The people in an organization who should have access to payroll information should be counseled on keeping information private. These people include:
Management & the person writing the payroll checks.
500
A sufficient time to give an employee to correct a deficiency is:
What is a REASONABLE amount of time.