Chapter 1
What are the seven basic categories of resources?
people, money, time, work procedures, energy, materials, equipment
What are three types of business communication?
downward, upward, lateral
What department type directly provides products or services to guests?
line department
What are the two types of orientation?
General Property Orientation
Specific Departmental Induction
There are four levels of management at most hospitality properties.
top management, middle management, managers, supervisors
What are some barriers to effective communication?
distractions, backgrounds, timing, personalities, closed-mindedness, assumptions, stress
give an example of staff department
accounting, HR
What are the 3 different learning styles?
auditory, visual, tactile
What are some characteristics of millennials?
A desire for appreciation
A desire to make a difference
An interest in success
A desire for a work–life balance
What are some common obstacles to listening?
•Unsuitable listening environment: too much noise or too many distractions
•Allowing your mind to wander
•Thinking of something else or focusing on one word or idea at the expense of the whole message
•Negative reactions to a speaker’s mannerisms, appearance, dress, accent, and so on
•“Tuning out” because the message is difficult or dull and not paying attention
•Taking too many notes
•Talking to others in the group or audience
•Lack of desire or determination to listen
What document provides a written summary of the duties, responsibilities, and working conditions for a specific job?
job description
What are the four steps in the four-step training method?
1. Prepare to train
2. Conduct the Training
3. Coach Trial Performances
4. Follow Through
In a typical food service operation, who is responsible for directing the work of entry-level employees?
supervisors
What are some of the commonly believed myths about communication?
-We only communicate when we want to. FALSE
-Words mean the same to everyone. FALSE
-We communicate mainly with words. FALSE
-Non-verbal communication is silent communication. FALSE
-The best communication is a one-way message from me to you. FALSE
-The message communicated is the message received. FALSE
-There is no such thing as too much information. FALSE
Give 3 examples of what to include in a job specification?
he critical knowledge, skills, abilities, and experience
What qualities does a good trainer have?
look at board
What are the three basic management concepts ?
authority, delegation, responsibility
What are the 4 stages of communiation?
1. focusing 2. interpresting 3. evaluating 4. responding
List 4 types of alternative scheduling.
flex-time.
job-sharing.
telecommuting.
compressed schedules.
What's a task list?
•A list of every task that an employee in a certain position must perform