Chapter 8 - Working with People

Which of the following is used as the basis for setting future performance goals?

• training session

• performance evaluation

• employee orientation

• application form

The most important thing a manager can do when orienting new employees is to

• introduce them to coworkers

• give them employee manusls

• explain relevant rules, policies, an procedures

• give them a positive impression about their coworkers, the operation, and management

What kind of questions encourage applicants to talk about themselves?

• Closed

• Open ended

• Direct

• Indirect

Which of the following is the best course of action if you think your behavior has offended someone?

• Act as if nothing happened

• Talk to someone else

• Apologize and try again

• Presume that the person knows it was a joke

Tense situations can usually be smoothed over when the people involved

• speak the same language

• have similar cultural backgrounds

• say they are sorry

• ignore the situation

Which of the following can an employee reasonably expect on his or her first day as a server in a restaurant?

• tour the operation

• free lunch

• discount coupons for friends

• first paycheck

You are asked to demonstrate filling cream puffs to two students. What type of training will you use?

• On the job training

• group training

• role play

• book testing

Which of the following is the best way to end an employee performance evaluation?

• "We'll discuss later"

• "How about those Chicago Bulls"?

• Are you ready for a vacation?

• "Now that your training is complete, we can both look forward to your progress as an assistant chef."

A common mistake made by supervisors during an employee performance evaluation is

• letting the employee help set goals

• being critical and focusing on mistakes

• allowing the employee to comment on the evaluation

• encouraging the employee to rate himself or herself

Which of the following is key to effective listening?

• Having previous knowledge of the subject.

• Role playing

• Thinking about what you're going to say next

• Making eye contact with th speaker