PGA LEVEL 3 HUMAN RESOURCES
MANAGEMENT AND SUPERVISING AND
DELEGATING COMPREHENSIVE EXAM
QUESTIONS AND SOLUTIONS
●● How should the complexity of a task be handled if a performer is
learning something new?
Answer: The task should simplified and broken into smaller, manageable
steps
●● What expectations should a manager's performance standards
reflect?
Answer: Performance standards should reflect the expectations of the
organization and the needs of the facility
●● What element of the performance system describes the job task?
Answer: Job description
●● What is the recommended guidelines a manager should use if an
employee's actual performance differs from expected performance?
Answer: Address the performance and find a mutual agreement |
Coaching and Feedback
,●● How should resources be allocated to avoid overwhelming a
performer?
Answer: Make them aware of what is available OR Match the
performers skill level
●● What types of resources are needed to carry out the facility's mission
and financial goals?
Answer: Human, Material, and Financial
●● 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?
Answer: Human and Material
●● Which element of the performance system is being utilized when
managers communicate the information needed for a performer to
complete a task?
Answer: Communication & Coaching + Feedback
●● Why would an audible thermometer need to be used to identify the
appropriate temperature of food related to input?
Answer: To ensure the food safety and maintain quality standards by
accurately measuring the internal temperature of the food
,●● 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?
Answer: Preventative maintenance (Equipment input control) and
Operator training
●● What is defined as the information, circumstances, or events that
signal a performer to take the appropriate action?
Answer: Input
●● 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?
Answer: Attendance numbers, input triggers the action, output is the
action or result
●● What should a manager do when a performer has difficulty
recognizing when to take action on a specific task?
Answer: Take a specific direction or provide a clear input and guidance
so the performer knows which and how to take action
●● What type of consequence happens when a chef experiences
gratification after presenting an elegant surf and turf dinner during a
ladies' member-guest event?
, Answer: Positive consequence with intrinsic motivation
●● 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?
Answer: The adjustment does not address the root cause and can
reinforce the poor behavior
●● 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?
Answer: Reinforce the desired outcome | Positive consequence
●● Cheryl, Maggie and Rosa are all assigned to work in the bag room a
few days a week. Maggie and Rosa are assigned to weekday shifts and
Cheryl works the weekend. Both Maggie and Rosa have cleaned up the
messy bag room upon return to work on Mondays. They do not
understand why Cheryl is allowed to leave work without cleaning the
bag room. What performance element needs to be addressed to resolve
this issue?
Answer: Clarify performance standards
●● A member attempts to return a golf shirt and demands a cash refund.
The assistant professional insists on following the established return
policy for exchange. The member complains to the head professional,
MANAGEMENT AND SUPERVISING AND
DELEGATING COMPREHENSIVE EXAM
QUESTIONS AND SOLUTIONS
●● How should the complexity of a task be handled if a performer is
learning something new?
Answer: The task should simplified and broken into smaller, manageable
steps
●● What expectations should a manager's performance standards
reflect?
Answer: Performance standards should reflect the expectations of the
organization and the needs of the facility
●● What element of the performance system describes the job task?
Answer: Job description
●● What is the recommended guidelines a manager should use if an
employee's actual performance differs from expected performance?
Answer: Address the performance and find a mutual agreement |
Coaching and Feedback
,●● How should resources be allocated to avoid overwhelming a
performer?
Answer: Make them aware of what is available OR Match the
performers skill level
●● What types of resources are needed to carry out the facility's mission
and financial goals?
Answer: Human, Material, and Financial
●● 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?
Answer: Human and Material
●● Which element of the performance system is being utilized when
managers communicate the information needed for a performer to
complete a task?
Answer: Communication & Coaching + Feedback
●● Why would an audible thermometer need to be used to identify the
appropriate temperature of food related to input?
Answer: To ensure the food safety and maintain quality standards by
accurately measuring the internal temperature of the food
,●● 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?
Answer: Preventative maintenance (Equipment input control) and
Operator training
●● What is defined as the information, circumstances, or events that
signal a performer to take the appropriate action?
Answer: Input
●● 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?
Answer: Attendance numbers, input triggers the action, output is the
action or result
●● What should a manager do when a performer has difficulty
recognizing when to take action on a specific task?
Answer: Take a specific direction or provide a clear input and guidance
so the performer knows which and how to take action
●● What type of consequence happens when a chef experiences
gratification after presenting an elegant surf and turf dinner during a
ladies' member-guest event?
, Answer: Positive consequence with intrinsic motivation
●● 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?
Answer: The adjustment does not address the root cause and can
reinforce the poor behavior
●● 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?
Answer: Reinforce the desired outcome | Positive consequence
●● Cheryl, Maggie and Rosa are all assigned to work in the bag room a
few days a week. Maggie and Rosa are assigned to weekday shifts and
Cheryl works the weekend. Both Maggie and Rosa have cleaned up the
messy bag room upon return to work on Mondays. They do not
understand why Cheryl is allowed to leave work without cleaning the
bag room. What performance element needs to be addressed to resolve
this issue?
Answer: Clarify performance standards
●● A member attempts to return a golf shirt and demands a cash refund.
The assistant professional insists on following the established return
policy for exchange. The member complains to the head professional,
