PGA PGM 3.0 LEVEL 3 {FACILITY MANAGEMENT} TEST WITH REAL
EXAM PRACTICE QUESTIONS AND CORRECT VERIFIED ANSWERS
(ALL QUESTIONS)/ PGA PGM 3.0 LEVEL 3.
During a site visit to repair golf cars out of rotation, the golf car vendor informs the General
Manager that the golf car batteries and tire pressure are low. Which principle of motivating work
should be used when assigning these responsibilities?
Significant work
Recommended guideline a manager should use if an employee's performance differs from the
expected?
Address and find mutual agreement
What is the relationship between the timetable for the reinforced problem-solving and join
problem-solving?
Shorter because the problem is urgent
How will the manager's demeanor change during reinforced problem-solving?
Mentor, be more assertive
What is the first action step used during reinforced problem-solving?
Set up discussion that the problem is not resolved.
During a reinforced problem-solving meeting, what would be expected to happen after
addressing performance concerns and reviewing previous agreements?
Invite the performer to specify the course of action.
The Head Golf Professional has already held a joint problem-solving meeting and the staff
member continues to arrive late for work. Why is there a need for a reinforced problem-solving
meeting?
Lack of progress
A staff member continues to struggle with tardiness to work. The Head Golf Professional has
already had a joint problem-solving meeting to resolves the performance issue. Why is there a
need for a reinforced problem-solving meeting?
Lack of progress
What distinguishes a difference between joint problem-solving and reinforced problem-solving?
Greater sense of urgency with reinforced problem-solving
What is a likely result of requiring an immediate response during final decision-making?
Reluctant acquiescence or on the spot resignation
Why is it important to give the performer time to reflect during the final decision-making?
May give the answer the manager wants to hear instead of being honest.
,Which interaction strategy would a manager use during the final decision-making stage?
Directing
During final decision-making, what is an appropriate time period that should be given to the
performer to reflect and commit to solving the performance problem?
Typically, overnight
What action step is different between final decision-making and reinforced problem-solving?
Performer must provide a written statement of conditions / designate a period of time
What manager behavior is appropriate during the termination stage?
Be clear and decisive, yet considerate
During the termination stage, what prevents the employee from debating the merits of the
decision in order to main employment?
Review the problem-solving process and refer to that there was no adequate improvement
During what stage of correcting performance problems is it important to determine if the
performer is unwilling or unable to meet agreed upon performance expectations?
Termination
During the termination meeting, the performer begins to criticize the manager's decision. What is
the action step the manager should take?
Review the problem-solving process and refer to that there was no adequate improvement.
What action step is taken after explaining the rationale for terminating employment?
Indicate final date of employment
An employee was given a written statement of conditions for continued employment after failing
to meet previously agreed upon improvements to her attitude. If the employee declines to meet
these conditions, what is the next stage?
Termination
The directing strategy is best used with what type of employee?
Inexperienced and enthusiastic
The convincing strategy is best used with what type of employee?
Unfamiliar with task and hesitant or resistant to perform
The involving strategy is best used with what type of employee?
Experienced with task but resistant to perform
The supporting strategy is best used with what type of employee?
Capable and motivated
When should a manager address performance gaps if an issue arises regarding a performer's
work?
,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?
Start simply, basics first.
What expectations should a manager's performance standards reflect?
Quality, timeliness, and initiative
What element of the performance system describes the job task?
Performance expectations
What is the recommended guideline a manager should use if an employee's actual performance
differs from expected performance?
The performance system
How should resources be allocated to avoid overwhelming a performer?
Make performer aware of available recourses. Involve performer in allocation.
What types of resources are needed to carry out the facility's mission and financial goals?
Material, physical, human, financial, and 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?
Material, physical, and human
Which element of the performance system is being utilized when managers communicate the
information needed for a performer to complete a task?
Performance expectations
Why would an audible thermometer need to be used to identify the appropriate temperature of
food related to input?
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?
Provide on the spot coaching, develop a checklist, or job aide that is easily accessible
What is defined as the information, circumstances, or events that signal a performer to tale the
appropriate action?
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?
Circumstance
What should a manager do when a performer has difficulty recognizing when to take action on a
specific task?
The manager may need to amplify the input to make sure that is it noticed.
What type of consequence happens when a chef experiences gratification after presenting an
elegant surf and turf dinner during the ladies' member-guest event?
Internal (psychological)
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.
Positive consequence
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?
Action and consequence are misaligned. The desired reinforcement will not appear.
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.
Feedback
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, who then reprimands the assistant. Which element of the performance system
is misaligned in this situation?
Feedback
An employee is struggling to develop relationships with the 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?
Present feedback in a 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?
Not presenting feedback in a timely manner.
The costs of goods sold in a golf shop has increased significantly over the past fiscal year. As the
PGA General Manager, you meet with your merchandise operations team to formulate a plan of
action to rectify this issue. What is appropriate about this situation?
Base the feedback on mutually agreed-upon performance expectations.
What interpersonal skills should a manager use when discussing agreed-upon expectations?
EXAM PRACTICE QUESTIONS AND CORRECT VERIFIED ANSWERS
(ALL QUESTIONS)/ PGA PGM 3.0 LEVEL 3.
During a site visit to repair golf cars out of rotation, the golf car vendor informs the General
Manager that the golf car batteries and tire pressure are low. Which principle of motivating work
should be used when assigning these responsibilities?
Significant work
Recommended guideline a manager should use if an employee's performance differs from the
expected?
Address and find mutual agreement
What is the relationship between the timetable for the reinforced problem-solving and join
problem-solving?
Shorter because the problem is urgent
How will the manager's demeanor change during reinforced problem-solving?
Mentor, be more assertive
What is the first action step used during reinforced problem-solving?
Set up discussion that the problem is not resolved.
During a reinforced problem-solving meeting, what would be expected to happen after
addressing performance concerns and reviewing previous agreements?
Invite the performer to specify the course of action.
The Head Golf Professional has already held a joint problem-solving meeting and the staff
member continues to arrive late for work. Why is there a need for a reinforced problem-solving
meeting?
Lack of progress
A staff member continues to struggle with tardiness to work. The Head Golf Professional has
already had a joint problem-solving meeting to resolves the performance issue. Why is there a
need for a reinforced problem-solving meeting?
Lack of progress
What distinguishes a difference between joint problem-solving and reinforced problem-solving?
Greater sense of urgency with reinforced problem-solving
What is a likely result of requiring an immediate response during final decision-making?
Reluctant acquiescence or on the spot resignation
Why is it important to give the performer time to reflect during the final decision-making?
May give the answer the manager wants to hear instead of being honest.
,Which interaction strategy would a manager use during the final decision-making stage?
Directing
During final decision-making, what is an appropriate time period that should be given to the
performer to reflect and commit to solving the performance problem?
Typically, overnight
What action step is different between final decision-making and reinforced problem-solving?
Performer must provide a written statement of conditions / designate a period of time
What manager behavior is appropriate during the termination stage?
Be clear and decisive, yet considerate
During the termination stage, what prevents the employee from debating the merits of the
decision in order to main employment?
Review the problem-solving process and refer to that there was no adequate improvement
During what stage of correcting performance problems is it important to determine if the
performer is unwilling or unable to meet agreed upon performance expectations?
Termination
During the termination meeting, the performer begins to criticize the manager's decision. What is
the action step the manager should take?
Review the problem-solving process and refer to that there was no adequate improvement.
What action step is taken after explaining the rationale for terminating employment?
Indicate final date of employment
An employee was given a written statement of conditions for continued employment after failing
to meet previously agreed upon improvements to her attitude. If the employee declines to meet
these conditions, what is the next stage?
Termination
The directing strategy is best used with what type of employee?
Inexperienced and enthusiastic
The convincing strategy is best used with what type of employee?
Unfamiliar with task and hesitant or resistant to perform
The involving strategy is best used with what type of employee?
Experienced with task but resistant to perform
The supporting strategy is best used with what type of employee?
Capable and motivated
When should a manager address performance gaps if an issue arises regarding a performer's
work?
,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?
Start simply, basics first.
What expectations should a manager's performance standards reflect?
Quality, timeliness, and initiative
What element of the performance system describes the job task?
Performance expectations
What is the recommended guideline a manager should use if an employee's actual performance
differs from expected performance?
The performance system
How should resources be allocated to avoid overwhelming a performer?
Make performer aware of available recourses. Involve performer in allocation.
What types of resources are needed to carry out the facility's mission and financial goals?
Material, physical, human, financial, and 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?
Material, physical, and human
Which element of the performance system is being utilized when managers communicate the
information needed for a performer to complete a task?
Performance expectations
Why would an audible thermometer need to be used to identify the appropriate temperature of
food related to input?
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?
Provide on the spot coaching, develop a checklist, or job aide that is easily accessible
What is defined as the information, circumstances, or events that signal a performer to tale the
appropriate action?
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?
Circumstance
What should a manager do when a performer has difficulty recognizing when to take action on a
specific task?
The manager may need to amplify the input to make sure that is it noticed.
What type of consequence happens when a chef experiences gratification after presenting an
elegant surf and turf dinner during the ladies' member-guest event?
Internal (psychological)
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.
Positive consequence
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?
Action and consequence are misaligned. The desired reinforcement will not appear.
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.
Feedback
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, who then reprimands the assistant. Which element of the performance system
is misaligned in this situation?
Feedback
An employee is struggling to develop relationships with the 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?
Present feedback in a 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?
Not presenting feedback in a timely manner.
The costs of goods sold in a golf shop has increased significantly over the past fiscal year. As the
PGA General Manager, you meet with your merchandise operations team to formulate a plan of
action to rectify this issue. What is appropriate about this situation?
Base the feedback on mutually agreed-upon performance expectations.
What interpersonal skills should a manager use when discussing agreed-upon expectations?
