Ch9 Supervising Teams, Team-Building, And Verified Test Bank

Walker Supervision in the Hospitality Industry, 9th Edition

Test Bank and Answer Key

Chapter 9 Supervising Teams, Team-Building, and Coaching

True/False Questions

1. A group is defined as individuals working together due to common characteristics.

2. Team norms are set behaviors that do not change.

3. A formally appointed team has an appointed leader.

4. A typical per-shift meeting should last anywhere between 20 and 25 minutes.

5. Delegation is when one gives a portion of their responsibility and authority to a subordinate.

6. The first step in building a team is to clarify goals.

7. Forming is when group members agree on their shared goals and norms and closer relations develop.

8. Informal groups are work groups established by the company.

9. The last step in the TQM process is to track results.

10. Empowerment means ensuring that employee have the skills, knowledge, and authority to make decisions that would otherwise be made by management.

Multiple-Choice Questions

1. Group synergy is:
   1. helping employees discourage one another.
   2. encouraging employees to form groups.
   3. employees helping and encouraging each other to excel.
   4. All of the above.
   5. Both a and c
2. In the Zagat survey mentioned in the text, what percent of complaints were service related?
   1. 50%
   2. 89%
   3. 25%
   4. 99%
   5. 72%
3. A number of people working together, or considered together because of similarities, is called a:
   1. team.
   2. formal team.
   3. group.
   4. formal group.
   5. batch.
4. A typical preshift meeting should last anywhere between:
   1. 5 and 10 minutes.
   2. 2 and 3 minutes.
   3. 15 and 20 minutes.
   4. 10 and 15 minutes.
5. One thing great managers/leaders share is continuous moving, helping, spreading energy, confidence, direction, and coaching. This is called:
   1. purposed motion.
   2. delegation.
   3. empowerment.
   4. norms projection.
   5. perpetual motion.
6. What type of empowerment allows employees to make decisions within limits?
   1. Semi-structured
   2. Flexible
   3. Structured
   4. Informal
   5. Constructed
7. One of the ways to influence an informal team is to:
   1. give positive feedback.
   2. give negative feedback.
   3. maximize positive and negative feedback.
   4. generally give feedback somewhere in the middle.
   5. give more positive than negative feedback.
8. Formal groups are work groups:
   1. established outside the company.
   2. established by social interaction.
   3. that are temporary.
   4. that include committees, group meetings, work teams, and task forces.
9. Groups that are more social by nature are:
   1. formal groups.
   2. informal groups.
   3. dysfunctional groups.
   4. Both b and d
   5. All of the above.
10. There are four steps to take at turning a group into a team. According to the text, what is the first step?
    1. Get the team’s input into establishing team goals.
    2. Stress communication.
    3. Allow some team decision making.
    4. Have collaboration among team members.
11. The first step in coaching is to:
    1. observe employees doing their jobs.
    2. state your appreciation when employees do something right.
    3. explain the results or effects of the employees’ actions.
    4. set goals.
    5. decide who you are going to coach.
12. Characteristics of successful teams include all of the following except:
    1. the team understands and is committed to the vision, mission, and goals.
    2. the team is mature.
    3. the team works to continually improve how it operates.
    4. there is a synergy where the output of the member is greater than the team.
    5. Both a and c
13. OE is:
    1. a continuous improvement process.
    2. when the word customer is preferred over guest.
    3. a concept that’s goal is to ensure continuous quality improvement of product more than service.
    4. All of the above.
    5. Both a and c

14. Which of the following is not one of the three ways to influence an informal team mentioned in the text?

1. Feedback
2. Identify the norms
3. Identify key players
4. Communicate

15. As known and is taught today in management and education circles, the notion of a self-fulfilling prophecy was conceptualized by:

1. Robert Merton.
2. Jim Sullivan.
3. Frederick Taylor.
4. Douglas McGregor.
5. Douglas McArthur.

16. A process involving observation of employee performance and conversation focusing on job performance between the manager and the employee is called:

1. total quality management.
2. management by exception.
3. coaching.
4. counseling.

17. The word TEAM stands for:

1. together everyone attains more.
2. together everyone aims for more.
3. together everyone achieves much.
4. together everyone achieves more.
5. together everyone accepts more.

18. Which of the following is the last step in the TQM process?

1. Track results.
2. Analyze and resolve deficiencies.
3. Evaluate and support the process.
4. Modify the process to incorporate corrections.

19. A process used to help employees who are performing poorly because of personal problems is called:

1. coaching.
2. counseling.
3. participative leadership.
4. empowerment.
5. reprimanding.

20. The notion that once an expectation is set, even if it is not accurate, we tend to act in ways that are consistent with that expectation is called:

1. self-fulfilling prophecy.
2. self-actualization.
3. peak experiences.
4. self-projection.
5. A(n) ________ will evolve on its own. It has a rotation of leadership. The group leader does not have formal power over the group.

a. formally appointed team

b. informally appointed team

c. team

d. group

e. Both a and d

1. Negative team norms:
   1. are behaviors that are against the interest of the team.
   2. can develop by abusing team norms.
   3. are not accepted by the overall group.
   4. allow teams to strive for the same goal.
   5. a, b, and c
2. Preshift meetings should be all of the following except:
   1. a chance for the manager to talk about him- or herself.
   2. an opportunity for managers to motivate employees.
   3. interactive, allowing for questions to be answered.
   4. straightforward and to the point.
   5. between 10 and 15 minutes in length.
3. If groups are to develop successfully, they will engage in all of the following activities except:
   1. forming.
   2. exploring.
   3. storming.
   4. norming.
   5. performing.
4. Which of the following criteria defines team effectiveness?
   1. The productive output of the team meets or exceeds the standards of quantity and quality.
   2. Team members realize satisfaction of their personal needs.
   3. Team members remain committed to working together.
   4. Both a and c
   5. All of the above.
5. Which of the following statements is true?
   1. There are two types of empowerment: structural and inflexible.
   2. Structured empowerment allows employees to make decisions within specified limits.
   3. Flexible empowerment gives employees more scope in making decisions to give outstanding guest service.
   4. Both b and c
   5. All of the above.
6. _______ is a process involving observation of employee performance and conversation focusing on job performance between the manager and employee.
   1. Counseling
   2. Self-fulfilling prophecy
   3. Coaching
   4. Motivating
   5. Supporting
7. Which of the following are reasons why supervisors often avoid coaching employees?
   1. Lack of time
   2. Fear of confronting an employee with a concern about his or her job performance
   3. Lack of energy
   4. Both a and b
   5. Both a and c
8. Which of the following steps should a supervisor or manager use when they catch an employee doing the right thing?
   1. Describe the specific action you are praising.
   2. Explain the results or effects of the actions.
   3. State your appreciation.
   4. Both a and c
   5. All of the above.
9. Which of the following statements about coaching is false?
   1. Coaching a team can be fun and stimulate productive teamwork.
   2. What every good leader needs is continuous feedback about their performance as well as their employees.
   3. Coaching is easy; most people figure it out in no time.
   4. Working together, the coach and the employee can resolve problems successfully.
   5. None of the above.