HSA 210 Final Exam guide (Graded A+)
100% QUESTIONS AND ANSWERS
13 A significant drop in the local unemployment rate has left many of the hospitality companies
scrambling for recruits. This is an example of a(n)____________ force of change. - external
13 Changing needs of guests has led the As You Like It Restaurant to develop extensive menu
changes every six months. This is an example of a(n)____________ force of change. - external
13The Ship-Shape Diner just upgraded its electronic point-of-sale system and has implemented a
training program for all employees on the new procedures. This is an example of a(n)____________
force of change. - internal
13 The Americana Hotel recently became a franchisee of a national hotel brand. A new management
team is due to arrive next week. This is an example of a(n)____________ force of change. - internal
13 One of the first responsibilities of a supervisor as a change agent is to: - generate a need for
change in the minds of affected staff members.
13 Which of the following statements about managing change is false? - Refreezing the revised job
situation puts an end to change
13 Which of the following is a change management technique? - force field analysis
13 Kate, a dining room server, would like to change her behavior when interacting with cooks on busy
nights. Sheknows that, under pressure, she is often curt and blunt when turning over and picking up
her orders. She wantsto be friendlier and more like a team player. Which of the following techniques
would help her to manage thiskind of change? - force field analysis
13 Supervisors attempting to minimize employee resistance to change should do all of the following
except - focus on organizational and departmental benefits of the change
13 Your department is preparing for a major organizational change. You've learned that the
grapevine (theinformal communication channel) is full of rumors spreading fear and distrust among
your staff about theupcoming change. Your best action would be to: - communicate with your staff
and counter the rumors with facts about the upcoming change.
, 13 You are the dining room supervisor at a large casual dining restaurant. The restaurant manager
informs youthat, beginning next month, a new portable wireless point-of-sale system will be
installed. You want tominimize employee resistance to this change. When discussing the new system
with your staff, you shouldemphasize: - the ease of entering orders into the system.
13 Employees tend to resist change. One key action that a supervisor can take to help minimize this
resistance tochange is to: - stress how the employees themselves will benefit directly from the
proposed change.
13 Which of the following statements about managing change is false? - Employees should be
informed about the details of a change on a need-to-know basis.
12 Which of the following misconceptions about time management may be covering up a
supervisor's inability or unwillingness to train and develop staff? - "I'm the only one who can really
do this task the right way."
12 Stephanie is analyzing how she actually spends time at work. She is especially interested in
planning her timemore wisely in the future. She wants to find out which part of each day is typically
the most productive for her.The best time management tool for Stephanie to use would be: - daily
time logs
12 Analyzing daily time logs would help a supervisor to accomplish all of the following except: -
establish priorities
12 All of the following are time robbers except: - establishing priorities
12 Enrique's "can do" attitude was an important factor in his recent promotion to dining room
supervisor at theFitness Club Restaurant. In his new position, Enrique is busier than ever before but
seems to be accomplishingless and less. He seems pulled from one person to the next, from one
problem to the next, from one crisis to thenext and the work schedules are posted later and later, his
reports have more and more errors, and his attitudeseems to be changing for the worse. Enrique
probably needs help with: - time management skills
12 After listing all of the tasks on a daily to-do list, the next step in managing your time should be to:
- prioritize tasks in terms of which are to be done first, second, third, etc.
100% QUESTIONS AND ANSWERS
13 A significant drop in the local unemployment rate has left many of the hospitality companies
scrambling for recruits. This is an example of a(n)____________ force of change. - external
13 Changing needs of guests has led the As You Like It Restaurant to develop extensive menu
changes every six months. This is an example of a(n)____________ force of change. - external
13The Ship-Shape Diner just upgraded its electronic point-of-sale system and has implemented a
training program for all employees on the new procedures. This is an example of a(n)____________
force of change. - internal
13 The Americana Hotel recently became a franchisee of a national hotel brand. A new management
team is due to arrive next week. This is an example of a(n)____________ force of change. - internal
13 One of the first responsibilities of a supervisor as a change agent is to: - generate a need for
change in the minds of affected staff members.
13 Which of the following statements about managing change is false? - Refreezing the revised job
situation puts an end to change
13 Which of the following is a change management technique? - force field analysis
13 Kate, a dining room server, would like to change her behavior when interacting with cooks on busy
nights. Sheknows that, under pressure, she is often curt and blunt when turning over and picking up
her orders. She wantsto be friendlier and more like a team player. Which of the following techniques
would help her to manage thiskind of change? - force field analysis
13 Supervisors attempting to minimize employee resistance to change should do all of the following
except - focus on organizational and departmental benefits of the change
13 Your department is preparing for a major organizational change. You've learned that the
grapevine (theinformal communication channel) is full of rumors spreading fear and distrust among
your staff about theupcoming change. Your best action would be to: - communicate with your staff
and counter the rumors with facts about the upcoming change.
, 13 You are the dining room supervisor at a large casual dining restaurant. The restaurant manager
informs youthat, beginning next month, a new portable wireless point-of-sale system will be
installed. You want tominimize employee resistance to this change. When discussing the new system
with your staff, you shouldemphasize: - the ease of entering orders into the system.
13 Employees tend to resist change. One key action that a supervisor can take to help minimize this
resistance tochange is to: - stress how the employees themselves will benefit directly from the
proposed change.
13 Which of the following statements about managing change is false? - Employees should be
informed about the details of a change on a need-to-know basis.
12 Which of the following misconceptions about time management may be covering up a
supervisor's inability or unwillingness to train and develop staff? - "I'm the only one who can really
do this task the right way."
12 Stephanie is analyzing how she actually spends time at work. She is especially interested in
planning her timemore wisely in the future. She wants to find out which part of each day is typically
the most productive for her.The best time management tool for Stephanie to use would be: - daily
time logs
12 Analyzing daily time logs would help a supervisor to accomplish all of the following except: -
establish priorities
12 All of the following are time robbers except: - establishing priorities
12 Enrique's "can do" attitude was an important factor in his recent promotion to dining room
supervisor at theFitness Club Restaurant. In his new position, Enrique is busier than ever before but
seems to be accomplishingless and less. He seems pulled from one person to the next, from one
problem to the next, from one crisis to thenext and the work schedules are posted later and later, his
reports have more and more errors, and his attitudeseems to be changing for the worse. Enrique
probably needs help with: - time management skills
12 After listing all of the tasks on a daily to-do list, the next step in managing your time should be to:
- prioritize tasks in terms of which are to be done first, second, third, etc.
