Deck 9: Environment in the Workplace

Question 1

Signs of positive stress do not include:

A) exhilaration.
B) excitement.
C) achievement.
D) illness.

Answer 1

D

Question 2

Sources of team member frustrated include:

A) being ignored
B) a manager that encourages success
C) challenging work
D) well communicated work standards

Answer 2

A

Question 3

Typical sources of frustration include which of the following?

A) monotonous work
B) clearly structured work
C) fair work assignments
D) well maintained equipment

Answer 3

A

Question 4

Aggression typically involves _______________ attacks against the person or persons perceived to be the cause of the frustration.

A) mental or physical
B) gossip or physical
C) verbal or physical
D) mental and gossip

Question 5

The physical symptoms of anxiety do not include:

A) nausea, trembling Environment in the Workplace
B) a pounding heart
C) dryness in the throat
D) feelings of intense satisfaction

Question 6

The "ideal" resolution of complaints avoids a ________________________ scenario and leads to a ________________________ scenario.

A) one loses/one wins ….. win/win
B) win/win … one wins/one loses
C) one wins/one loses …. lose/lose
D) lose/lose … win/win

Question 7

Dealing with complaints in a systematic approach includes:

A) admitting managers mistakes when they are found.
B) allowing a cooling-off period prior to addressing the complaint.
C) providing an open forum for discussing the complaint with team members.
D) dealing with the individual who filed the complaint in a manner that discourages future complaints.

Question 8

Which of the following is a result of quick conflict resolution?

A) creates the opportunity to win team member's respect
B) creates a negative work environment
C) negatively effects work flow because of time drain
D) improves management consulting schedule

Question 9

When there is a conflict the manager should seek the assistance of senior management ______________ _______________.

A) if they are having difficulty achieving resolution
B) immediately
C) only if it appears that the conflict will result in termination of a team member
D) at no time because it is the duty of the manager to resolve conflict.

Question 10

A positive work environment:

A) generates a more positive attitude among team members.
B) leads to higher levels of productivity.
C) leads to higher levels of service of greater quality.
D) All of the above

Question 11

Maintenance of the positive environment does not requires:

A) quick conflict resolution.
B) effective conflict resolution.
C) the manager sincerely cares about the safety of team members.
D) that all positions pay above minimum wage.

Question 12

The satisfaction individuals receive is dependent upon the extent to which the job:

A) provides above market wages.
B) provides paid vacation.
C) meets their needs and wants.
D) does not demand critical thinking.

Question 13

Typical needs:

A) represent tangible rewards such as pay and benefits.
B) are items the individual feels will deliver satisfaction.
C) are based on differences in age, educational level, sex, health, family relationships, personality, and other factors.
D) are very often of an intrinsic nature.

Question 14

The intangibles of a dissatisfied team member do not include which of the following?

A) the effect on morale within the team
B) the impact on customer satisfaction
C) the missed opportunities to utilize the team member's talent
D) the reduced productivity

Question 15

OSHA's top priority for workplace inspection is:

A) investigation of catastrophes, fatalities, and accidents resulting in hospitalization of five or more employees.
B) investigation of valid employee complaints of alleged violation of standards or of unsafe or unhealthful working conditions.
C) follow-up inspections to determine if previously cited violations have been corrected.
D) inspection of imminent danger situations.

Question 16

The Hazard Communication Standard:

A) Is a system of priorities for workplace inspection.
B) Requires the formation of an on-site safety council
C) Includes MSDS
D) up to $70,000 for an intentional or repeat violation.

Question 17

Hospitality employers are required by law to provide working conditions that do not impair the safety or health of operation employees. Therefore, they must provide an environment that protects employees from which of the following?

A) unsafe or dangerous practices by other team members
B) healthy conditions
C) mental conditioning
D) strenuous work

Question 18

Safety hazards in the hospitality industry do not include which of the following?

A) polished floors
B) sharp moving blades
C) hot steam
D) electrical shock

Question 19

The most effective ways to prevent employees being hurt on the job do not include which of the following?

A) effective micro-management
B) good training
C) proper supervision
D) proper equipment

Question 20

Some employers offer ____________ health programs.

A) preventive
B) precautionary Environment in the Workplace
C) pre-emptive
D) pro-active

Question 21

Burnout is fatigue, frustration, or apathy resulting from prolonged:

A) intense activity
B) rest
C) intense inactivity
D) success

Question 22

A positive work environment in which stress is reduced is the result of which of the following?

A) esprit de corps
B) lack of social interaction
C) long hours
D) conflicting expectations

Question 23

These programs are in place to help employees overcome problems, and they provide guidance and refer- rals to outside professional help.

A) Employee Assistance Program
B) Employee Support Program
C) Employee Care Program
D) Employee Aid Program

Question 24

Substance abuse among employees leads to:

A) more workplace accidents
B) increased productivity
C) decreased absenteeism
D) fewer worker compensation claims