Level 3 - Facility Management 100%
ACCURATE
When should a manager address performance gaps if an issue arises regarding a
performer's work? - ANSWER If a gap arises, address the gap as soon as possible.
How should the complexity of a task be handled if a performer is learning something
new? - ANSWER Start simply, basics first
What expectations should a manager's performance standards reflect? - ANSWER
Constant update, all parties on same page, scheduled reviews.
What element of the performance system describes the job task? - ANSWER
Performance expectations
What is the recommended guideline a manager should use if an employee's actual
performance differs from expected performance? - ANSWER Find mutual agreement,
the performance system
How should resources be allocated to avoid overwhelming a performer? - ANSWER
Make performer aware of available resources. Involve performer in allocation.
What types of resources are needed to carry out the facility's mission and financial
goals? - ANSWER - Material - Physical - Human - Financial
- Time-based
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 Material, physical, human
Which element of the performance system is being utilized when managers
communicate the information needed for a performer to complete a task? - ANSWER
Performance expectations
Why would an audible thermometer need to be used to identify the appropriate
temperature of food related to input? - ANSWER Audible thermometer is cue for action.
Input is signal for action. Consists of cues that are presented in the system.
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 Provide on the
spot coaching, develop checklist or job aid that is easily accessible.
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 Circumstance
What should the a manager do when a performer has difficulty recognizing when to take
action on a specific task? - ANSWER Manager may need to amplify input to make sure
it is noticed.
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 Internal/psychological
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 Action and consequence are misaligned. The desired reinforcement will not
appear.
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 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 the weekday shift and Cheryl works the weekends.
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 Feedback
A member attempts to return a golf shirt and demands a cash refund. The assistant
professional insists on following the established policy for exchange. The member
complains to the head professional, who then reprimands the assistant. Which element
is of the performance system is misaligned in this situation? - ANSWER Feedback
An employee is struggling to develop relationships with club members. The PGA
General Manager should schedule this employee to shadow a top performer during their
shifts. What type of feedback is shown in this example? - ANSWER Present feedback in
timely manner.
Numerous members complain about the conditions and speed of the greens after
weekend play. The PGA General Manager meets with the golf course superintendent at
Friday's staff meeting regarding this issue. What is the potential problem with this
situation? - ANSWER Not presenting feedback in a timely manner.
ACCURATE
When should a manager address performance gaps if an issue arises regarding a
performer's work? - ANSWER If a gap arises, address the gap as soon as possible.
How should the complexity of a task be handled if a performer is learning something
new? - ANSWER Start simply, basics first
What expectations should a manager's performance standards reflect? - ANSWER
Constant update, all parties on same page, scheduled reviews.
What element of the performance system describes the job task? - ANSWER
Performance expectations
What is the recommended guideline a manager should use if an employee's actual
performance differs from expected performance? - ANSWER Find mutual agreement,
the performance system
How should resources be allocated to avoid overwhelming a performer? - ANSWER
Make performer aware of available resources. Involve performer in allocation.
What types of resources are needed to carry out the facility's mission and financial
goals? - ANSWER - Material - Physical - Human - Financial
- Time-based
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 Material, physical, human
Which element of the performance system is being utilized when managers
communicate the information needed for a performer to complete a task? - ANSWER
Performance expectations
Why would an audible thermometer need to be used to identify the appropriate
temperature of food related to input? - ANSWER Audible thermometer is cue for action.
Input is signal for action. Consists of cues that are presented in the system.
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 Provide on the
spot coaching, develop checklist or job aid that is easily accessible.
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 Circumstance
What should the a manager do when a performer has difficulty recognizing when to take
action on a specific task? - ANSWER Manager may need to amplify input to make sure
it is noticed.
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 Internal/psychological
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 Action and consequence are misaligned. The desired reinforcement will not
appear.
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 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 the weekday shift and Cheryl works the weekends.
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 Feedback
A member attempts to return a golf shirt and demands a cash refund. The assistant
professional insists on following the established policy for exchange. The member
complains to the head professional, who then reprimands the assistant. Which element
is of the performance system is misaligned in this situation? - ANSWER Feedback
An employee is struggling to develop relationships with club members. The PGA
General Manager should schedule this employee to shadow a top performer during their
shifts. What type of feedback is shown in this example? - ANSWER Present feedback in
timely manner.
Numerous members complain about the conditions and speed of the greens after
weekend play. The PGA General Manager meets with the golf course superintendent at
Friday's staff meeting regarding this issue. What is the potential problem with this
situation? - ANSWER Not presenting feedback in a timely manner.
