PD REVISION ON FOCUS AREAS

Question 1

Assuming you have a GROWTH Mindset, give 2 ways you can react to feedback on the high operating costs from your team.

Accepted Answer

look at it as something to learn from; identify areas to improve on

Question 2

With reference to the above question, name any 3 consequences that can take place.

Accepted Answer

Hotel reputation at stake; intention misunderstood; reported for stalking.

Question 3

Today, social media allows us to interact actively, collaborate and participate in self-organising, flowing communities.

Accepted Answer

True

Question 4

It is important to use the right medium of communication when addressing staff. Identify ONE medium for LEAVE EMBARGO:

Accepted Answer

Memo or team briefing

Question 5

Emotional intelligence is the art of being able to identify emotions in ourselves only, and not that of others.

Accepted Answer

False

Question 6

Which of the statements below best describes a passive-aggressive person's communication style?

Accepted Answer

James uses sarcasm and facial expressions that do not match how he feels

Question 7

Emotional Intelligence is defined as the inability to monitor our feelings while being aware of others' feelings.

Accepted Answer

False

Question 8

Suggest any 2 methods a kitchen supervisor can use to ensure that the message given to his staff has been understood.

Accepted Answer

Ask to repeat what has been said; ask questions; have meeting to discuss.

Question 9

Identify one way how you can maintain a positive, professional image at the workplace.

Accepted Answer

Engage in positive self-talk. Think positive at all times.

Question 10

When communicating with non-native speakers at work, we must avoid using too much slang, speak slowly and clearly.

Accepted Answer

True

Question 11

When we are overwhelmed by volumes of email, phone calls or other data at work, we are facing a situation of _________.

Accepted Answer

information overload

Question 12

ONE verbal way for a Supervisor to show that he/she understands what his staff is saying during a briefing session is

Accepted Answer

to use affirmative words like "ok, noted", "certainly", "I agree".

Question 13

In using social media platforms, it is important to filter posts that you share with family/friends & colleagues.

Accepted Answer

True

Question 14

In the principle of 7 habits, continuous learning on self re-education is a 'discipline' on the values we believe in.

Accepted Answer

True

Question 15

Mindset is a series of self-beliefs that people have about others and not about themselves.

Accepted Answer

False

Question 16

One workplace social media blunder is posting photos during work hours and in hotel uniform.

Accepted Answer

True

Question 17

One example where we tend to normally experience mixed emotions which occur concurrently is when we are __________

Accepted Answer

starting a new job at a Hotel

Question 18

Amanda needs to show competency in personal effectiveness as a leader. By managing her own behaviour, she is engaging in

Accepted Answer

self-discipline

Question 19

ONE way that Chef Franc can ensure his staff stay relevant in their knowledge on Italian food & wines is to ________.

Accepted Answer

ensure all team members attend regular training on food & wine knowledge.

Question 20

Critical thinkers simply accept ideas and assumptions instead of questioning them.

Accepted Answer

False

Question 21

Which of the following components of emotional intelligence best demonstrates our ability to control our emotions?

Accepted Answer

Self-regulation

Question 22

List 2 rules on appearance at the workplace regarding WEARING OF JEWELLERY and HOW TO MAINTAIN YOUR HAIR/FACIAL HAIR.

Accepted Answer

Not allowed to over-accessorise; keep hair trim & ladies to wear hairnet.

Question 23

Give ONE verbal cue and ONE non-verbal cue that a Supervisor must apply when communicating ideas at the workplace.

Accepted Answer

verbal: speak clearly; non-verbal: make eye contact, nod the head

Question 24

__________________ is/are a communication barrier that takes place depending on whether we are happy or distressed.

Accepted Answer

Emotions

Question 25

Describe any 3 social media blunders we must avoid at work.

Accepted Answer

Post photos in uniform; share w/out reading; befriend staff u don't know.

Question 26

Downward communication is sent from top management to subordinates in a downward direction. Give 2 topics & 2 examples.

Accepted Answer

Topics - SOPs; Goals & Strategies. Eg - How to plate a dish; increase sales

Question 27

There are 2 kinds of mindsets - FIXED mindset and GROWTH mindset. Someone with a GROWTH mindset views feedback as ____

Accepted Answer

useful and something to learn from

Question 28

Give 2 reasons why F2F communication is most appropriate when Mgmt has to inform staff of cost-cutting measures.

Accepted Answer

shows respect for staff; can answer questions and queries

Question 29

Give 2 reasons why it is important to listen to our own feelings, especially when we are interacting with people at work

Accepted Answer

neglecting our own feelings can cause stress; our stress can affect others

Question 30

One positive action to help us manage our emotions is to be open and accept what is going on around us.

Accepted Answer

True

Question 31

How do you view your skills if you have a FIXED mindset as compared to your colleague with a GROWTH mindset?

Accepted Answer

FIXED: born with fixed skills, cant change; GROWTH: hard work, can improve

Question 32

How should a new hire Pastry Chef show that she is actively listening to her customers' concerns and complaints?

Accepted Answer

paraphrase the concerns to confirm, ask questions to clarify

Question 33

In the working world, which is more important - knowledge or attitude? Explain why.

Accepted Answer

Attitude. Knowledge can be acquired. Only you can decide how you behave.

Question 34

Empathy in our hospitality industry means seeing, listening and feeling with the eyes, ears and heart of another person.

Accepted Answer

True

Question 35

It is important to use the right medium of communication when addressing staff. Identify ONE medium for WORK ASSIGNED:

Accepted Answer

Briefing or team meeting

Question 36

Which non-verbal communication examples should Kevin, a new Executive Chef, adopt when he conducts his morning briefing?

Accepted Answer

make eye contact with his staff

Question 37

Using the acronym "HI CASS!", give any 3 attributes that define a 'PROFESSIONAL'.

Accepted Answer

Competent, Honest, Accountable

Question 38

People from different age groups and value systems exist in the workplace. We need to treat them unequally at all times

Accepted Answer

False

Question 39

Upward communication includes messages that flow from lower to higher levels. What is a common topic being communicated?

Accepted Answer

Problems, issues and challenges

PD REVISION ON FOCUS AREAS

Questions 39

PD REVISION ON FOCUS AREAS

Questions 39