PGA PGM Level 3 Golf Ops UPDATED ACTUAL Questions and
CORRECT Answers
1. When should a manager address performance gaps if If a gap arises the gap
an issue arise regarding a performer's work? should be addressed as
soon as possible
2. How should the complexity of a task be handled if a Start simple and add more
performer is learning something new? once the basics are mas-
tered
3. What expectations should a manager's performance Constantly updating, all
standards reflect? parties on the same page,
scheduled reviews
4. What element of the performance system describes Performance expectations
the job task?
5. What is the recommended guideline a manager The performance system
should use if an employee's actual performance dif- and should find mutual
fers from the expected performance? agreement
6. How should resources be allocated to avoid over- Make the performer
whelming a performer? aware of available re-
sources and involve the
performer in allocation
7. What types of resources are necessary to carry out the Material, physical, finan-
facility's mission and financial goals? cial, human, time based
8. The golf shop merchandise operation is underper- Material, physical, human
forming to revenue projections and inventory man-
agement challenges are occurring. What type of re-
sources could best resolve these problems?
9. Performance expectations
, PGA PGM Level 3 Golf Ops UPDATED ACTUAL Questions and
CORRECT Answers
Which element of the performance system is being
utilized when managers communicate the informa-
tion needed for a performer to complete a task?
10. Why would an audible thermometer need to be used Consists of cues that are
to identify the appropriate temperature of food relat- presented in the system,
ed to input? audible thermometer is a
cue for action and the in-
put is a signal for action
11. A hydraulic leak is discovered when using a triplex Provide on the spot coach-
mower on the greens. What type of input amplifier can ing, develop a checklist
be implemented to minimize the problem? that is easily accessible.
12. What is defined as the information, circumstances, or Input
events that signal a performer to take the appropriate
action?
13. When conducting a junior event, 22 juniors pre-regis- Circusmtance
tered and 45 attended on the day of the event. This
prompted the facility to increase the professional staff
by 2 teachers to accommodate the volume of juniors.
In this example, what type of input signaled appropri-
ate action?
14. What should a manager do when a performer has Manager may need to
difficulty recognizing when to take action on a specific amplify input to make sure
task? it is noticed.
15. What type of consequence happens when a chef expe- Internal/psychological
riences gratification after presenting an elegant surf consequences
and turf dinner during a ladies' member-guest event?
, PGA PGM Level 3 Golf Ops UPDATED ACTUAL Questions and
CORRECT Answers
16. An employee is repeatedly late for the morning shift. Action and consequence
the supervisor reassigns this person to the afternoon are misaligned and
shift. What is the problem with this scheduling adjust- the desired reinforce-
ment? ment/behavior will not oc-
cur
17. A team member who set the hole locations accurately Positive consequence
and efficiently is assigned to routinely complete this
maintenance task. What is the potential result of this
situation?
18. Cheryl, Maggie and Rosa are all assigned to work in Feedback
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 perfor-
mance element needs to be addressed to resolve this
issue?
19. A member attempts to return a golf shirt and de- Feedback
mands a cash refund. The assistant professional in-
sists on following the established 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?
20. An employee is struggling to develop relationships Present feedback in a
with club members. The PGA GM should schedule timely manner
this employee to shadow a top performer during
their shifts. What type of feedback is shown in this
exmaple?
, PGA PGM Level 3 Golf Ops UPDATED ACTUAL Questions and
CORRECT Answers
21. Numerous members complain about the conditions Not presenting feedback
and speed of the greens after weekend play. The PGA in a timely manner
General Manager meets with the golf course Superin-
tendent at Friday's staff meeting regarding this issue.
What is the potential problem with this situation?
22. The cost of goods sold in the golf shop has increased Base the feedback on mu-
over the past fiscal year. As the PGA GM you meet tually agreed upon per-
with your merchandise operations team to formulate formance expectations
a plan of action to rectify the issue. What is appropri-
ate about this situation?
23. What interpersonal skill should a manager use when Feedback
discussing agreed-upon expectations?
24. The head professional receives a complaint concern- Provide feedback that is
ing the performance of an outside service attendant. objective and not biased
She sets up a meeting with the assistant professional on personal feelings or
responsible for outside services. Which guideline for interpretations of the sit-
providing effective feedback should the head profes- uation, based on mutu-
sional use to resolve this situation? ally agreed upon perfor-
mance expectations
25. What is a guideline of giving effective feedback? Clear, timely, unbiased,
supportive, specific, ob-
jective
26. How does a poorly structured work situation affect a Performer will become in-
highly motivated performer? effective
27.
CORRECT Answers
1. When should a manager address performance gaps if If a gap arises the gap
an issue arise regarding a performer's work? should be addressed as
soon as possible
2. How should the complexity of a task be handled if a Start simple and add more
performer is learning something new? once the basics are mas-
tered
3. What expectations should a manager's performance Constantly updating, all
standards reflect? parties on the same page,
scheduled reviews
4. What element of the performance system describes Performance expectations
the job task?
5. What is the recommended guideline a manager The performance system
should use if an employee's actual performance dif- and should find mutual
fers from the expected performance? agreement
6. How should resources be allocated to avoid over- Make the performer
whelming a performer? aware of available re-
sources and involve the
performer in allocation
7. What types of resources are necessary to carry out the Material, physical, finan-
facility's mission and financial goals? cial, human, time based
8. The golf shop merchandise operation is underper- Material, physical, human
forming to revenue projections and inventory man-
agement challenges are occurring. What type of re-
sources could best resolve these problems?
9. Performance expectations
, PGA PGM Level 3 Golf Ops UPDATED ACTUAL Questions and
CORRECT Answers
Which element of the performance system is being
utilized when managers communicate the informa-
tion needed for a performer to complete a task?
10. Why would an audible thermometer need to be used Consists of cues that are
to identify the appropriate temperature of food relat- presented in the system,
ed to input? audible thermometer is a
cue for action and the in-
put is a signal for action
11. A hydraulic leak is discovered when using a triplex Provide on the spot coach-
mower on the greens. What type of input amplifier can ing, develop a checklist
be implemented to minimize the problem? that is easily accessible.
12. What is defined as the information, circumstances, or Input
events that signal a performer to take the appropriate
action?
13. When conducting a junior event, 22 juniors pre-regis- Circusmtance
tered and 45 attended on the day of the event. This
prompted the facility to increase the professional staff
by 2 teachers to accommodate the volume of juniors.
In this example, what type of input signaled appropri-
ate action?
14. What should a manager do when a performer has Manager may need to
difficulty recognizing when to take action on a specific amplify input to make sure
task? it is noticed.
15. What type of consequence happens when a chef expe- Internal/psychological
riences gratification after presenting an elegant surf consequences
and turf dinner during a ladies' member-guest event?
, PGA PGM Level 3 Golf Ops UPDATED ACTUAL Questions and
CORRECT Answers
16. An employee is repeatedly late for the morning shift. Action and consequence
the supervisor reassigns this person to the afternoon are misaligned and
shift. What is the problem with this scheduling adjust- the desired reinforce-
ment? ment/behavior will not oc-
cur
17. A team member who set the hole locations accurately Positive consequence
and efficiently is assigned to routinely complete this
maintenance task. What is the potential result of this
situation?
18. Cheryl, Maggie and Rosa are all assigned to work in Feedback
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 perfor-
mance element needs to be addressed to resolve this
issue?
19. A member attempts to return a golf shirt and de- Feedback
mands a cash refund. The assistant professional in-
sists on following the established 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?
20. An employee is struggling to develop relationships Present feedback in a
with club members. The PGA GM should schedule timely manner
this employee to shadow a top performer during
their shifts. What type of feedback is shown in this
exmaple?
, PGA PGM Level 3 Golf Ops UPDATED ACTUAL Questions and
CORRECT Answers
21. Numerous members complain about the conditions Not presenting feedback
and speed of the greens after weekend play. The PGA in a timely manner
General Manager meets with the golf course Superin-
tendent at Friday's staff meeting regarding this issue.
What is the potential problem with this situation?
22. The cost of goods sold in the golf shop has increased Base the feedback on mu-
over the past fiscal year. As the PGA GM you meet tually agreed upon per-
with your merchandise operations team to formulate formance expectations
a plan of action to rectify the issue. What is appropri-
ate about this situation?
23. What interpersonal skill should a manager use when Feedback
discussing agreed-upon expectations?
24. The head professional receives a complaint concern- Provide feedback that is
ing the performance of an outside service attendant. objective and not biased
She sets up a meeting with the assistant professional on personal feelings or
responsible for outside services. Which guideline for interpretations of the sit-
providing effective feedback should the head profes- uation, based on mutu-
sional use to resolve this situation? ally agreed upon perfor-
mance expectations
25. What is a guideline of giving effective feedback? Clear, timely, unbiased,
supportive, specific, ob-
jective
26. How does a poorly structured work situation affect a Performer will become in-
highly motivated performer? effective
27.
