Chapters 3 and 4 Test

Question 1

The combination of trained skills, polite and positive behaviors and good judgement a person uses at work

Answer 1

professionalism

Question 2

The way you present your appearance at work. This includes clean nails and hands, washed hair, and clean, well-maintained, ironed uniforms

Answer 2

professional image

Question 3

Comfy and polished leather shoes
solid white, black, black and white checkered or striped tailored to fit trousers
Clean, ironed, white double breasted jacket
Clean ironed apron
Clean usually knotted or tied cravat style neckerchief
Hat or toque

Answer 3

Chefs and cooks

Question 4

Polo shirts or button down with ties

Answer 4

servers

Question 5

Sometimes dress in color scheme or have uniform themselves, limited jewelry, clean and ironed clothes

Answer 5

hosts/hostesses

Question 6

The attitude you present at work reflects the respect you give ____, _____, and _______.

Answer 6

yourself, your work, other people

Question 7

The most valued employees in a restaurant or food service operation are able to ______________ while _______________________.

Answer 7

work well with others
take responsibility for individual results

Question 8

In the restaurant and food service industry, ________ can make an operation run well. It takes a team of ________.

Answer 8

no one person
professionals

Question 9

What is the benefit of teamwork?

Answer 9

Uses strengths of team members so u have more success working together than alone

Question 10

What is the best way to overcome an obstacle to completing a task

Answer 10

communicate

Question 11

Set of moral values that group of people holds

Answer 11

ethics

Question 12

______ are typically based on honesty, integrity, and respect for others

Answer 12

ethics

Question 13

What is the function of workplace ethics

Answer 13

sets a professional tone and behaviors

Question 14

The great variety of people in today’s world and their backgrounds, experiences, opinions, religions, ages, talents, and abilities

Answer 14

diversity

Question 15

generalization that individuals make about particular groups

Answer 15

stereotypes

Question 16

a general attitude toward a person, group, or organization on the basis of judgements that are unrelated to abilities

Answer 16

prejudice

Question 17

A tendency to hold a particular perspective or idea based on prejudice

Answer 17

bias

Question 18

doing some things based on beliefs and habits

Answer 18

cultural tendencies

Question 19

What is the term for identifying with the feelings, thoughts, or attitudes of another person?

Answer 19

empathy

Question 20

How do empathetic individuals put others at ease

Answer 20

nonjudgmental acceptance

Question 21

Helpful information that is given to someone to say that is working or needs to be improved

Answer 21

feedback

Question 22

How do strong managers provide feedback

Answer 22

provide continuous positive feedback

Question 23

In the food service industry, which employees have a direct impact on the company’s success?

Answer 23

everyone

Question 24

A statement that basically states what a company is trying to do

Answer 24

mission statement

Question 25

What length of time is standard business practice when giving notice before leaving a job

Answer 25

2 weeks

Question 26

How should notice be given for resigning from a job

Answer 26

politely, respectfully, formally, in person

Question 27

Act or process of using words, sounds, signs, or behaviors to express or exchange info or express your ideas, thoughts, feeling, etc. to someone else

Answer 27

communication

Question 28

Is communication a learned skill?

Answer 28

yes

Question 29

What does verbal communication involve?

Answer 29

speaking and writing

Question 30

What does non-verbal communication involve?

Answer 30

body language and gestures

Question 31

What are the five parts of the communication process

Answer 31

sender message content message channel context receiver

Question 32

What is the difference between historical information and action-required information?

Answer 32

H-info that has already happened A-requires person to do it later

Question 33

What four different mediums can be used in the message channel to help communication be clear?

Answer 33

words sounds graphic illustrations signs and symbols

Question 34

When people share feelings ideas emotions and information face-to-face with each other

Answer 34

interpersonal communication

Question 35

What are the goals of interpersonal communication?

Answer 35

achieve a specific outcome improve relationships

Question 36

What are the six question words to ask yourself to ensure you have provided all vital info when speaking?

Answer 36

who what when where how why

Question 37

Interact with audience Uses suitable language Uses appropriate nonverbal communication vary your speech patterns close conversation

Answer 37

qualities of an effective speaker

Question 38

Ability to focus closely on what another person is saying to summarize the true meaning of the message

Answer 38

listening

Question 39

Get more info increase trust reduce conflict better understand how to work with others

Answer 39

Benefits of effective listening

Question 40

Prepare to ____ Use _____ ________ to show paying attention Don't _______ and don't ____ another person's sentence (in mind or aloud) Ask questions to _______ Occasionally ____and _____ what you heard Listen between the ______ Don't _________ if you disagree Record key ______ and phrases

Answer 40

listen body language interrupt finish clarify rephrase and repeat lines overreact ideas

Question 41

What are the most common parts of a written message

Answer 41

Introduction Body of the message Conclusion

Question 42

Gets the audience's attention, the reason for the message identifies the topics of the message, establishes the writer's P.O.V.

Answer 42

introduction

Question 43

Presents content or topics of message

Answer 43

body of the message

Question 44

Writer summarizes key point, calls for action, nd identifies benefits and value of the message

Answer 44

conclusion

Question 45

Be concise Be clear and complete Always write with upbeat attitude Take a time out

Answer 45

4 points to keep in mind when developing written communications

Question 46

Anything that interferes with or affects communication

Answer 46

barriers/obstacles to communication

Question 47

Can be hard to understand people who speak a different language or if English is their second language

Answer 47

language differences

Question 48

words can be understood in different ways

Answer 48

semantics

Question 49

Avoid use of buzzwords, technical language, or slang

Answer 49

jargon

Question 50

Use a sharing and positive tone instead of a negative snobby or disapproving tone

Answer 50

tone of message

Question 51

make sure the message is as clear as possible

Answer 51

clarity

Question 52

Avoid areas with noisy background

Answer 52

noise

Question 53

Avoid using gestures that appear to conflict with the message

Answer 53

gestures