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WorksheetsUjian Tengah Semester PSP
Total questions: 87
Worksheet time: 46mins
What is meant by communicating at work?
The communication process that occurs in the workplace involving guests and hotel employees
Communication that occurs between two parties and there is reciprocity between the communicator and the communicant
A reciprocal relationship that is carried out between hotel guests and hotel employees and there is reciprocity from both parties
Communication that occurs between internal guests and external guests and there is feedback or feedback and pay attention to good manners of communicating
Which statement is correct about communication?
Sending information
Sending or receiving information
Ignoring the information
Denied information
How is the way to collect informal feedback?
Customer comment cards.
General Manager cocktail parties
Interviews and follow up calls
By Observations
How to solves customers dissatisfaction
Offering a solution
Just let it go
Allow customers to ramble on their own
Let them disappointed
Customers from other countries and cultures could have differing views in terms of, except?
Customer expectations
Levels of formality and informality
Appropriate non-verbal behaviour
Food ordering procedures
A positive and cooperative manner can help to?
Worsen a potentially problematic situation
Create a bad initial atmosphere
Demonstrate your willingness to resolve the issue
Deteriorate positive customer relationship
What is the purpose of communication, except?
To make opinion
Express the feelings
Transfer the information
To make miss understanding
Below are the things that involve in nonverbal communication, except?
Expressions
Eye contact
Body language
Written
Below are the things that involve in verbal communication such as?
Expressions
Eye contact
Body language
Languange or Speech
A variety of unsatisfactory situations can give rise to a conflict or misunderstanding. Examples of situations that can cause conflict or misunderstanding, except:
Recommending pork or shellfish dishes to Jewish customers
Serving meat-based dishes to people who are Hindu
Offering an alcoholic drink to someone whose religion forbids the consumption of liquor
Giving directions or instructions with good manner
What the key elements of communication in hospitality industries?
Establish and maintain effective relationships with colleagues and customers
Work individual
Communicate ineffective
Work manually
Communication with the customers visiting your property is primarily aimed at providing information about?
Smile and Asking
Greeting and grooming
Product and service
Answering and listening
If a customer asks a question and you don't know the correct answer what do you have to do?
Go away
Dishonest
Leaving customer
Inform them you will find out the answer for their question
What is the meaning of reflective listening?
Listening only
Listening only half
Verbal feedback that ensures the channel of communication continues clear and without conflict
Listering complete but don't follow up the feedback
What can we do if we communicate with customers whose language is not understood?
Forcing guests to understand with us
Pretend to understand to make guests happy
Asking for help from other colleagues
Communicating with body movements
Below are the benefits of being able to communicate cross-culturally between colleagues
Creating a conducive work atmosphere
Can maintain relationships between colleagues
Able to produce good service
Can reduce misunderstandings between colleagues
Examples of actions that do not pay attention to cultural differences when communicating at work are?
Communicating with respect to etiquette
Speak in a loud language and tone
Always prioritize our culture in communicating
Talking about offending other people's culture
Actions that can be taken to avoid misunderstandings between cultures?
Not paying attention to other cultures because it doesn't fit
Making adjustments to diversity
Summarizing diversity is important
Get used to understanding other cultures
What the kind of conflict resolution technique?
Listening and discuss the conflict
Show rude
Argue with each other
A, B and C are correct
What is the meaning of External customer?
Someone who carries equipment for Food and Beverage
Someone who is responsible for procuring job vacancies
Someone who is in charge of all phone calls and connects to the appropriate person or department
Anyone who receives the products and services provided by the organization
How to identify Internal customer needs?
Through comments in handover documents between shifts
Advertisements and promotional messages
'Offering' reflecting what was advertised
To be served by friendly staff
What is the performance criteria for work in a team?
Request or provide assistance so that, work activities can be completed
Doesn't provide support to the colleagues
Doesn't provide assistance for work activities
Doesn't resolve problem through accepted processes
Why we need the assistance on many occasions from others?
we don't know how to do it
we don't have the time.
we need more than one person to do it
The statements, A, B, C, are correct
Which one does not include indications of guest complaint signs?
Looks angry or aggressive
Becomes too loud.
Kind and friendly
Slamming room doors
How to maintain special needs customers for customers who are unable to speak local language?
Use local language
Ignore
Silent
Prepare multi‐lingual documents and signs
Why is cooperation needed in doing a job?
To make it more crowded
To make the job more difficult
To make the job easier
To have someone to argue with
Which of the following is not an example of teamwork?
Blame a friend if there is a complaint
Helping friends complete work
Helping friends find solutions to customer complaints
Doing a job together
Here are the people you can ask for help at work, except?
The team members of yours
People from other, but related, departments
Managers and supervisors
Customer
How to deal with a Disabled Customer?
Ignore them, didn't offer any help
Not care, don't want to listen to his opinion
Treat abnormally, indifferent
Say hello warmly, treat them the same as any other customer
Here are any attempt to anticipate the customer needs, except?
Observation
Ask questions
Put yourself in a position customer
Not trying to find out the information needed by the guest
Communicate with customers and colleagues from diverse backgrounds there are performance criteria are, except?
Value customers and colleagues from different cultural groups are treat them with respect and sensitivity
Obtain to overcome language barriers
Take into consideration cultural differences in all verbal and non-verbal communication
Value customers and colleagues from different cultural groups are treat them with unrespect and unsensitively
There are a number of things that make us all different including?
Food and beverage tastes
Style of communication
Lifestyle background
The way they stay
Which one below is including that the colleagues and customers come from all corners of the globe?
ASEAN countries
West and East American Countries
WHO Organization
UNESCO Organization
The differences cultural that you must ensure you take into account may relate to?
Race
Age
Gender
Job
In achieving the vision and mission of the company, a work team will hold an orientation period for its team members in the team development stage. This period is known as the period?
Forming time
Implementation time
Disbandment period
Unification time
A written format that includes e-mail and hard copy communications usually use:
Face to face, by phone
Letters, sign, labels
Gesture, expression
Sign languages
To help achieve effective communication, the following rules apply?
Every message must have a purpose
The message must be in accordance with the interests and capabilities of
The recipient
Unnecessary words should be omitted
Below is the personal grooming as per the company standard, except?
Clean Hair
Proper uniform
Hygiene hand
Unpolish and damage shoes
Job safety and security procedures can work safely, it is necessary to pay attention to the following?
Training is needed before work
Use equipment and equipment in the wrong way
Never used self-protection
Don't pay attention to what is done
Which behavior below should not be done while on meeting?
Listening the moderator
Itching your nose during a meeting
Sit down in proper way
Pay attention with the topic
The answer below are part of gesture except?
Movement of hand for direction
Tell the customer restaurant location
Raise hand to strengthen the emotion
Moving head indicate not agree
The purpose of listen effectively?
Encourage others to fully send their message by showing our interest and
Concern
Create misunderstanding of the information will be delivered
Improving the quality of relationships - staff to staff, staff to customers
And staff to management
Guest expectations are a benchmark in determining guest satisfaction with service, so it is important for those who receive guests to know the expectations of guests. Here are the steps to know the expectations of guests, among others; except?
Ask customers
Tell a bad word to customers
Be a customer of your own business
Questionnaires and surveys
What is the meaning of Put yourself in the customer's shoes?
Use the customer's shoes
Feel if you are in the customer's position
Buy shoes for customers
Give customer good service
When we can satisfy customers, they will not only help the business continue to grow, but also recommend us to their friends and relatives. Here are 10 principles of satisfactory customer service, except?
Customer is the boss
Never listen customer request
Be a good listener
Make customers feel important and appreciated
Below is an example of good uniform for grooming?
There are several statement below, which one is the part of Performance standard functions?
No need standard functions?
Performance standards should be easy to measure
Performance standards should distinguish between the implementation of good, should be spelled out in numbers
B,C are correct
The form of the MBO should include a place to list goals, write a time frame for their achievement, and describe measurable results that indicate the achievement of the goal. MBO means :
Management be Objectives
Management by Operation
Management Brings Opportunity
Management by objectives
When doing an assessment of the Performance Standard, there are several element that should be included, except…
Employee mood control
Clear performance goals
Goals are mutually agreed
Goals related to job description
In the tourism and hospitality industry, the top priority in service are :
Strong, Talk active
Hygiene, Health and Safety issues
Good speaking only
Keep smile and be kind
Training is needed before work, use equipment in the right way and avoid carelessness is part of ?
Self reflection
Training Rules
Safety and security procedures
Customers request
A standard of work competence that only applies in certain environments and is set by certain agencies that have the authority to determine the relevant work standards is
Standard Evaluation
Standard Rules
Special Work Competency Standard
Work Competition Standard
What is the difference between personal grooming and personal hygiene?
Personal grooming refers to a person's appearance and Personal hygiene refers to healthy impressions.
Personal grooming refers to healthy impressions and Personal hygiene refers to person's appearance
Personal grooming refers to mental health and Personal hygiene refers to knowledge
Personal grooming refers to Healthy impression and personal appearance and Personal hygiene refers to personal tasks
Satisfied guests/tourists mean good service. With good service, of course, guests / tourists will be brought … for a company/hotel
Compliment by customers
Increase profit.
Customer lost
Refunds for customers
How to show sensitivity to social and cultural differences to guests at work?
By knowing the type of guest
Treat guests with the best possible
Provide more service to important guests
Knowing the background of the guest and understanding the character or the different backgrounds of each guest
What is meant by friendly service includes?
Provide maximum service with VIP guests
Conduct a survey of customer satisfaction with the services provided
Able to meet customer needs and solve problems
Provide service in a friendly, polite and smiling manner when providing services to guests
How are the efforts made to improve service quality and increase hotel product sales to guests?
Provide information about the hotel product
give advice by using the hotel product
Offer other alternative options related to the hotel product
Perform up selling techniques and recommend the product to be an alternative choice
How are actions that reflect health, safety, work in carrying out their duties and responsibilities in the workplace?
Always do the work carefully
Asking for help with partners
Always consider the risks of the work you are doing
Comply with company SOPs by wearing personal protective equipment
Below is a dress code that is in accordance with the company's SOP.
Wear protective clothing when doing hazardous work
always pay attention to cleanliness / work uniform
Look clean, tidy and don't create a negative impression
By wearing a company uniform and always paying attention to appropriateness and safety in the workplace
Mention the three types of communication
Personal communication, two way, many people
directed communication, understandable, which must be answered
communication is polite, understandable, directed
Intrapersonal communication, interpersonal communication, group communication
The following are included in the category of forms of communication
A.Graphic
B. Verbal
C.Non Verbal
D.Voice intonation
Which of the following are some ways to ask for help from colleagues?
Asking for direct help to get the job done quickly
Make observations first
Asking for availability from colleagues
Ask for help in a friendly and polite manner
A variety of unsatisfactory situations can give rise to a conflict or misunderstanding. Examples of situations that can cause conflict or misunderstanding, except
Recommending pork or shellfish dishes to Jewish customers
Serving meat-based dishes to people who are Hindu
Offering an alcoholic drink to someone whose religion forbids the consumption of liquor.
Giving directions or instructions with good manner
Action resolving misunderstandings that can help resolve the situation. There are several things we can do to find a solution,except
Seeking advice from a supervisor or manager about the issue
Mediation is not really necessary
Enrolling in a language class
Enrolling in cultural awareness or interpersonal skills programs
Competent person should problems be referred,depending on the establishment, and its organisational structure, the appropriate person could be,except
Your team leader
Your supervisor
The manager
New comer
. Please name one of the five aspects of verbal communication!!
Emblems
Upcoming events
Apologize
Availability
Please name one of the five elements in communication
Telephone
Gesture
Message
Body Language
From the many reasons, which one is the reason why conflicts with workmates can occur?
Difference In Hobby
Difference in Opinions
Difference in Job Description
Difference in Department
Mention the three types of communication
Personal communication, two way, many people
Directed communication, understandable, which must be answered
communication is polite, understandable, directed
Intrapersonal communication, interpersonal communication, group communication
What is meant by public communication
Easy-to-understand communication
Mutual understanding communication
Communication in groups where communicators give each other opinions
Communication between a speaker and a large number of people (audience) that cannot be recognized one by one
Mention two types of personality
Visible and invisible personality
Same and similar personality
Personality in front and behind
Open personality and closed personality
Appearance that is limited by the personal perspective of a positive confident person is called ?
Make up
Personal grroming
Uniform
Personal attitude
How to grow personality :
Observe the norms of decency
Always have work discipline
Pay attention to personal appearance
A,B,C are correct
Formal style is generally used by those of you who work as
Secretaries, legal advisers, bank employees, teachers
Construction laborers
Farmers and fishermen
Factory workers
Tips for keeping up appearances work
It is better to wash our work clothes every time after used so that it always looks clean and smells good
Wear flashy clothes
Wear dirty clothes
B and C are correct
Here are the steps you should take to assess the performance of your men or employee,except
Prepare the data needed
Make an assessment
Discuss with the boss directly
Came late because felt to be someone important
In order for the assessment to be fair,there are some elements that must be considered :
Clear performance goals
Goals are mutually agreed
Face to face meeting
A,B,C are correct
In the world of the tourism industry which is global in nature and has various tourism actors or tourists. And we as professional tourism people should have communication skills with a purpose?
Able to perform services in communication
Able to explain tourist attractions and tourist attractions on offer
Make it easy to offer services or products that you have
Can maximize the goals and expectations of guests
Regardless of how successful your organisations is, complains will always arise.Complaints can come from :
Staff,Management,Customers,Owners,supliers
Ourselves
Certain group of people
People who have nothing to do with your organization.
When responding to conflicts and customer complaints,regardless what is happening and how stressful the situations is,you must remain :
Professional
Emotional
Shut up
Angry
A hospitality business is truly " International" and has many differences of :
Education
Proffession
Backgrounds
A and B are correct
Which one is include culturally -based communication differences
Politeness and respect
Less professional
Feel most important
Miserly
What is below the characteristics of a team
Ignorant to each other
Precede each other
Dropping each other
Understanding the importance of teams
Why is excellent service so important to the company's success?
Because excellent service is an optimal experience that results in customer satisfaction
Because good service will bring a lot of tips
Because it's hard to be successful
Because service determines profits for the company
How to show trust, support and respect are shown to team members in daily activities
Convey various information related to the company
Admit if wrong
Assist leaders in activities with the community
All the answer above are correct
How to resolve disputes between friends at work
Create an atmosphere of mutual benefit
Just ignore it
Blame each other
Creating a more chaotic atmosphere
why good ethics is needed in the world of work industry
To create a calm and comfortable working atmosphere
To maintain authority
To be the best employee
To increase salary
