HFT 2220- Ch. 8-14 Final Exam
Questions and Answers
How to build teams - ANSWER-•Team outcome
o clarify goals
•Selective in hiring
o What does the new hire bring to team?
•Problems owned by everyone
o Downward spiral
•Positive work environment
How do you turn groups in to teams? - ANSWER-1.Forming
-Ground rules for behavior
2. Storming
-Hostilities and conflict arise
-Define power and status
3. Norming
-Agreement on goals
-Shared responsibility
4. Performing
-Accomplish goals as group
3 criteria of effectiveness: - ANSWER-1. Production output exceeded
2. Satisfaction of personal needs
3. Committed to working together
Why do supervisors not train? - ANSWER-1. Urgent need
2. Training takes time
3. High turnover
What are some of the benefits of training? - ANSWER-1. Time to lead
2. Less absenteeism, turnover
3. Reduces tensions
4. Consistency of product and service
5. Lower costs
6. Happier guests...and more of them
7. Training helps your own career
What are some problems in training? - ANSWER-1. Diversity of employees
2. Complexity of jobs
3. Not knowing job expectations
Job instruction training includes: - ANSWER-1.Prepare employee for training
2.Demonstrate what employee is to do
, 3.Have the employee do the task
4.Follow through
Steps in discipline process: - ANSWER-Rules for performance & conduct
Evaluate performance & conduct
Reinforce appropriate performance &
conduct
What is Negative discipline: - ANSWER-Fear & punishment
Penalties for rule violations
Never successful
Fear-and-Punishment are de-motivators
Progressive discipline: - ANSWER-Verbal warning
Written Warning
Punishment (suspension)
Termination
What is positive discipline? - ANSWER-Inform & correct
Extension of coaching
Theory Y view of people
What are advantages of positive discipline? - ANSWER-Keeps problems from
developing
Improves relations
Early & consistent rule enforcement
Lower costs
o Less turnover
o Fewer problems
o Better work
o Fewer chronic discipline problems
Avoid grievances in union settings
What are steps to positive discipline? - ANSWER-Facts
Discuss incident
Appropriate action (if any)
Develop an improvement plan
Document it
Follow up
What problems does EAP address? - ANSWER-Emotional
Family
Marital
Mental Health
Stress
Financial
Substance abuse
Legal
Workplace
Elder Care
Questions and Answers
How to build teams - ANSWER-•Team outcome
o clarify goals
•Selective in hiring
o What does the new hire bring to team?
•Problems owned by everyone
o Downward spiral
•Positive work environment
How do you turn groups in to teams? - ANSWER-1.Forming
-Ground rules for behavior
2. Storming
-Hostilities and conflict arise
-Define power and status
3. Norming
-Agreement on goals
-Shared responsibility
4. Performing
-Accomplish goals as group
3 criteria of effectiveness: - ANSWER-1. Production output exceeded
2. Satisfaction of personal needs
3. Committed to working together
Why do supervisors not train? - ANSWER-1. Urgent need
2. Training takes time
3. High turnover
What are some of the benefits of training? - ANSWER-1. Time to lead
2. Less absenteeism, turnover
3. Reduces tensions
4. Consistency of product and service
5. Lower costs
6. Happier guests...and more of them
7. Training helps your own career
What are some problems in training? - ANSWER-1. Diversity of employees
2. Complexity of jobs
3. Not knowing job expectations
Job instruction training includes: - ANSWER-1.Prepare employee for training
2.Demonstrate what employee is to do
, 3.Have the employee do the task
4.Follow through
Steps in discipline process: - ANSWER-Rules for performance & conduct
Evaluate performance & conduct
Reinforce appropriate performance &
conduct
What is Negative discipline: - ANSWER-Fear & punishment
Penalties for rule violations
Never successful
Fear-and-Punishment are de-motivators
Progressive discipline: - ANSWER-Verbal warning
Written Warning
Punishment (suspension)
Termination
What is positive discipline? - ANSWER-Inform & correct
Extension of coaching
Theory Y view of people
What are advantages of positive discipline? - ANSWER-Keeps problems from
developing
Improves relations
Early & consistent rule enforcement
Lower costs
o Less turnover
o Fewer problems
o Better work
o Fewer chronic discipline problems
Avoid grievances in union settings
What are steps to positive discipline? - ANSWER-Facts
Discuss incident
Appropriate action (if any)
Develop an improvement plan
Document it
Follow up
What problems does EAP address? - ANSWER-Emotional
Family
Marital
Mental Health
Stress
Financial
Substance abuse
Legal
Workplace
Elder Care
