PGA PGM 3.0 - LEVEL 3 PRACTICE
QUESTIONS - FACILITY
MANAGEMENT
1. When should a manager address performance gaps if an issue arises regarding a
performer's work? - CORRECT ANSWERS-If a gap arises, address the gap as soon as
possible.
2. How should the complexity of a task be handled if a performer is learning something
new? - CORRECT ANSWERS-Start simply, basics first.
3. What expectations should a manager's performance standards reflect? - CORRECT
ANSWERS-Quality, timeliness, and initiative
4. What element of the performance system describes the job task? - CORRECT ANSWERS-
Performance expectations
5. What is the recommended guideline a manager should use if an employee's actual
performance differs from expected performance? - CORRECT ANSWERS-The
performance system
6. How should resources be allocated to avoid overwhelming a performer? - CORRECT
ANSWERS-Make performer aware of available recourses. Involve performer in allocation.
7. What types of resources are needed to carry out the facility's mission and financial
goals? - CORRECT ANSWERS-Material, physical, human, financial, and time based
,8. The golf shop merchandise operation is underperforming to revenue projections and
inventory management challenges are occurring. What type of resources could best
resolve these problems? - CORRECT ANSWERS-Material, physical, and human
9. Which element of the performance system is being utilized when managers
communicate the information needed for a performer to complete a task? - CORRECT
ANSWERS-Performance expectations
10. Why would an audible thermometer need to be used to identify the appropriate
temperature of food related to input? - CORRECT ANSWERS-Audible thermometer is cue
for action. Input is signal for action. Consists of cues that are presented in the system.
11. A hydraulic leak is discovered when using a triplex mower on the greens. What type of
input amplifier can be implemented to minimize the problem? - CORRECT ANSWERS-
Provide on the spot coaching, develop a checklist, or job aide that is easily accessible
12. What is defined as the information, circumstances, or events that signal a performer to
tale the appropriate action? - CORRECT ANSWERS-Input
13. When conducting a junior event, twenty juniors pre-registered and forty-five attended
on the day of the event. This prompted the facility to increase the professional staff by
two teachers to accommodate the volume of juniors. In this example, what type of input
signaled appropriate action? - CORRECT ANSWERS-Circumstance
14. What should a manager do when a performer has difficulty recognizing when to take
action on a specific task? - CORRECT ANSWERS-The manager may need to amplify the
input to make sure that is it noticed.
15. What type of consequence happens when a chef experiences gratification after
presenting an elegant surf and turf dinner during the ladies' member-guest event? -
CORRECT ANSWERS-Internal (psychological)
, 16. A team member who set the hole locations accurately and efficiently is assigned to
routinely complete this maintenance task. What is the potential result of this situation. -
CORRECT ANSWERS-Positive consequence
17. An employee is repeatedly late for the morning shift. The supervisor reassigns this
person to the afternoon shift. What is the problem with this scheduling adjustment? -
CORRECT ANSWERS-Action and consequence are misaligned. The desired reinforcement
will not appear.
18. aCheryl,sMaggie,sandsRosasaresallsassignedstosworksinsthesbagsroomsasfewsdayssasweek.sMag
giesandsRosasaresassignedstosweekdaysshiftssandsCherylsworkssthesweekend.sBothsMaggiesa
ndsRosashavescleanedsupsthesmessysbagsroomsuponsreturnstosworksonsMondays.sTheysdosn
otsunderstandswhysCherylsissallowedstosleavesworkswithoutscleaningsthesbagsroom.sWhatsp
erformanceselementsneedsstosbesaddressedstosresolvesthississue.s-ssCORRECTsANSWERS-
Feedback
19. Asmembersattemptsstosreturnsasgolfsshirtsandsdemandssascashsrefund.sThesassistantsprofess
ionalsinsistssonsfollowingsthesestablishedsreturnspolicysforsexchange.sThesmemberscomplai
nsstosthesheadsprofessional,swhosthensreprimandssthesassistant.sWhichselementsofsthesperf
ormancessystemsissmisalignedsinsthisssituation?s-ssCORRECTsANSWERS-Feedback
20. Ansemployeesissstrugglingstosdevelopsrelationshipsswithsthesclubsmembers.sThesPGAsGener
alsManagersshouldsschedulesthissemployeestosshadowsastopsperformersduringstheirsshifts.s
Whatstypesofsfeedbacksissshownsinsthissexample?s-ssCORRECTsANSWERS-
Presentsfeedbacksinsastimelysmanner.
21. Numeroussmembersscomplainsaboutsthesconditionssandsspeedsofsthesgreenssaftersweeken
dsplay.sThesPGAsGeneralsManagersmeetsswithsthesgolfscoursesSuperintendentsatsFriday'ssst
affsmeetingsregardingsthississue.sWhatsissthespotentialsproblemswithsthisssituation?s-
ssCORRECTsANSWERS-Notspresentingsfeedbacksinsastimelysmanner.
QUESTIONS - FACILITY
MANAGEMENT
1. When should a manager address performance gaps if an issue arises regarding a
performer's work? - CORRECT ANSWERS-If a gap arises, address the gap as soon as
possible.
2. How should the complexity of a task be handled if a performer is learning something
new? - CORRECT ANSWERS-Start simply, basics first.
3. What expectations should a manager's performance standards reflect? - CORRECT
ANSWERS-Quality, timeliness, and initiative
4. What element of the performance system describes the job task? - CORRECT ANSWERS-
Performance expectations
5. What is the recommended guideline a manager should use if an employee's actual
performance differs from expected performance? - CORRECT ANSWERS-The
performance system
6. How should resources be allocated to avoid overwhelming a performer? - CORRECT
ANSWERS-Make performer aware of available recourses. Involve performer in allocation.
7. What types of resources are needed to carry out the facility's mission and financial
goals? - CORRECT ANSWERS-Material, physical, human, financial, and time based
,8. The golf shop merchandise operation is underperforming to revenue projections and
inventory management challenges are occurring. What type of resources could best
resolve these problems? - CORRECT ANSWERS-Material, physical, and human
9. Which element of the performance system is being utilized when managers
communicate the information needed for a performer to complete a task? - CORRECT
ANSWERS-Performance expectations
10. Why would an audible thermometer need to be used to identify the appropriate
temperature of food related to input? - CORRECT ANSWERS-Audible thermometer is cue
for action. Input is signal for action. Consists of cues that are presented in the system.
11. A hydraulic leak is discovered when using a triplex mower on the greens. What type of
input amplifier can be implemented to minimize the problem? - CORRECT ANSWERS-
Provide on the spot coaching, develop a checklist, or job aide that is easily accessible
12. What is defined as the information, circumstances, or events that signal a performer to
tale the appropriate action? - CORRECT ANSWERS-Input
13. When conducting a junior event, twenty juniors pre-registered and forty-five attended
on the day of the event. This prompted the facility to increase the professional staff by
two teachers to accommodate the volume of juniors. In this example, what type of input
signaled appropriate action? - CORRECT ANSWERS-Circumstance
14. What should a manager do when a performer has difficulty recognizing when to take
action on a specific task? - CORRECT ANSWERS-The manager may need to amplify the
input to make sure that is it noticed.
15. What type of consequence happens when a chef experiences gratification after
presenting an elegant surf and turf dinner during the ladies' member-guest event? -
CORRECT ANSWERS-Internal (psychological)
, 16. A team member who set the hole locations accurately and efficiently is assigned to
routinely complete this maintenance task. What is the potential result of this situation. -
CORRECT ANSWERS-Positive consequence
17. An employee is repeatedly late for the morning shift. The supervisor reassigns this
person to the afternoon shift. What is the problem with this scheduling adjustment? -
CORRECT ANSWERS-Action and consequence are misaligned. The desired reinforcement
will not appear.
18. aCheryl,sMaggie,sandsRosasaresallsassignedstosworksinsthesbagsroomsasfewsdayssasweek.sMag
giesandsRosasaresassignedstosweekdaysshiftssandsCherylsworkssthesweekend.sBothsMaggiesa
ndsRosashavescleanedsupsthesmessysbagsroomsuponsreturnstosworksonsMondays.sTheysdosn
otsunderstandswhysCherylsissallowedstosleavesworkswithoutscleaningsthesbagsroom.sWhatsp
erformanceselementsneedsstosbesaddressedstosresolvesthississue.s-ssCORRECTsANSWERS-
Feedback
19. Asmembersattemptsstosreturnsasgolfsshirtsandsdemandssascashsrefund.sThesassistantsprofess
ionalsinsistssonsfollowingsthesestablishedsreturnspolicysforsexchange.sThesmemberscomplai
nsstosthesheadsprofessional,swhosthensreprimandssthesassistant.sWhichselementsofsthesperf
ormancessystemsissmisalignedsinsthisssituation?s-ssCORRECTsANSWERS-Feedback
20. Ansemployeesissstrugglingstosdevelopsrelationshipsswithsthesclubsmembers.sThesPGAsGener
alsManagersshouldsschedulesthissemployeestosshadowsastopsperformersduringstheirsshifts.s
Whatstypesofsfeedbacksissshownsinsthissexample?s-ssCORRECTsANSWERS-
Presentsfeedbacksinsastimelysmanner.
21. Numeroussmembersscomplainsaboutsthesconditionssandsspeedsofsthesgreenssaftersweeken
dsplay.sThesPGAsGeneralsManagersmeetsswithsthesgolfscoursesSuperintendentsatsFriday'ssst
affsmeetingsregardingsthississue.sWhatsissthespotentialsproblemswithsthisssituation?s-
ssCORRECTsANSWERS-Notspresentingsfeedbacksinsastimelysmanner.
