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Ms. Lebold's Principles Fall Review Flashcards | StudBud
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Ms. Lebold's Principles Fall Review
Ms. Lebold's Principles Fall Review
67 terms
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StudBud Administration
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65 plays
Fall final review for principles of hospitality & principles of human services
Flashcards
67 cards
F
Practice quiz
P
Host live
L
Questions
67
Answers
1
The use of various techniques and therapies to reduce the negative effects of daily life
Stress management
Work-life balance
Problem solving
Productive work habits
2
Using a better understanding of the other person’s point of view to help to resolve conflicts
Conflict Resolution
Compromise
Passive Listening
Body Language
3
When two people disagree on an issue
Placating
Verbal Communication
Conflict
Blaming
4
“You messages” are better than “I messages”
False
True
5
When people say or do things just to please others or keep them from getting upset
Placating
Blaming
Conflict
Verbal Communication
6
A loan allowing a consumer to borrow money and then pay back some or all of it each month?
Credit card
Mortgage
Payday loan
Interest
7
What is the first step to good listening?
Making eye contact
Sitting down
Being quiet
Clear your mind
8
In Maslow’s Hierarchy, the lower level needs must be met before the higherlevel needs
True
False
9
Working smart every day through consistent behavior, resulting in increased productivity
Problem solving
Productive work habits
Stress management
Work-life balance
10
A ____________________ is someone to whom hospitality is offered
guest
Employee
CIA Officer
Customer
11
How can an “I message” help resolve an argument
It can’t, an “I message” will insult the other person
They bully the other person to seeing it your way
It shuts down the conversation until both people have calmed
Tells the other person how you feel and what you need
12
You need to know basic computer skills for most jobs
False
True
13
Why did Europeans make pilgrimages?
To visit relatives
To visit holy sites
To pay homage to the king
To vacation
14
What is procrastination?
Consider every possible option
Gathering all facts before deciding
Delaying doing something or making a decision
Picking the option with the lowest level of risk
15
The primary method of land travel before the steam train engine was invented was
Car
Bus
Horse, carriage, or coach
Ship
16
“I messages” are focused on the other person
False
True
17
Giving the message sender some type of feedback
Conflict Resolution
Active Listening
Compromise
Body Language
18
To write effectively
Don’t change your language to fit the situation or audience
Use stream of conscious
You don’t have to bother with spell check
Be logical & organized
19
Transferring information efficiently and effectively from person to person
Knowledge of technology
Ethics
Effective Communication
Time management
20
To speak effectively
Be brief and to the point
Use exaggeration to emphasize your words
Move your hands rapidly to distract from what you are saying
speak so rapidly they can't understand you
21
Employability skills are skills that are transferrable across many different jobs
False
True
22
The use of words as in speaking and writing to send and receive messages
Blaming
Verbal Communication
Conflict
Placating
23
When people accuse others for everything that goes wrong
Blaming
Placating
Non-Verbal Communication
Conflict
24
25% of US jobs are in the hospitality industry
False
True
25
The American love affair with the train sparked the great AmericanRoad trip
True
False
26
For an “I message” to be effective be honest and straight forward
False
True
27
A give-and-take method of resolving differences where both give in a little satisfy both
Time management
Teamwork
Compromise
Ethics
28
What is an expense that stays the same from month to month?
Variable expense
Estimated expense
Fixed expense
Credit
29
Are values or standards which direct the way individuals live
Ethics
Knowledge of technology
Time management
Effective Communication
30
Which of the following describes mannerisms?
Style of speaking or behaving
Dressing appropriately
your personal values
Working effectively with others
31
The most important skill in the work place is professionalism
False
True
32
Hearing words without listening for meanings
Passive Listening
Conflict Resolution
Body Language
Compromise
33
Greeting a guest by name is an example of a love & belonging need
True
False
34
Today, the term Public House has been shorten to
Pub
Popina
Restaurant
Snack Bar
35
What should a person avoid when making decisions?
consider consequences
Listening to impulses
Getting help from a colleague
Making diagrams
36
The guest experience is the main product of the hospitality industry
False
True
37
Being honest is an important part of ethics
False
True
38
What can you do if you can tell something is bothering one of your friends?
Ask your other friends if they know what's wrong
Ignore it until the friend leaves
Use gentle encouragement to get him to open up
Yell at her until she tells you what’s wrong
39
Which of the following is less of an important factor in decision making?
The law
Stress
Family
Time
40
6. Modern restaurants and hotels, as we would recognize them, first appeared in
San Fancisco, before 1905
London, after WWII
New York, after the American Civil War
Paris, in the early 1900’s
41
Playing it safe is a decision making strategy in which a person __________
Let someone else make the decision
Delays making a decision
Picks the option with the lowest level of risk
Makes a list of pros and cons
42
In general it’s best to
Get up early
treat others as if they were your best friend
treat others the way that you would want to be treated
just get the facts and fix the problem
43
To be an effective reader, you should think about the text as you read it
False
True
44
What are ethics?
A set of morals to live by
The Fish philosophy
A plan to take over the world
An arbitrary system of laws
45
Using language, mannerisms, and behavior that is appropriate for the workplace
Professionalism
Work-life balance
Problem solving
Professionalism
46
Prioritizing between work productivity, responsibilities, and life outside of work
Problem solving
Work-life balance
Stress management
Productive work habits
47
The expression of thoughts, feelings and emotions through body movements
Conflict Resolution
Body Language
Compromise
Active Listening
48
One reason we travel today that most people could not travel for in MedievalEurope is
Religion
Leisure
Migration
Work
49
A way of sending and receiving messages without using words
Blaming
Placating
Non-Verbal Communication
Conflict
50
Creating solutions to a question or situation
Professionalism
Professionalism
Problem solving
Work-life balance
51
Is all legal behavior ethical?
No
Maybe
Don’t know
Yes
52
Which of the following is an example of a variable expense?
Rent
Car payment
Insurance
Electric Bill
53
What is a short-term, high-interest loan that bridges the gap from one paycheck to the next?
Credit Card
Mortgage
Payday loan
.Student loan
54
Which of the following is NOT a step in the decision making process?
Gathering information
weighing the evidence
Seeking help every time
Defining the problem
55
One of the first things you should ask yourself if you don’t know what to do is:
Is it against illegal or against the rules?
Will this make me money?
Will this hurt me?
What would Mickey Mouse do?
56
What is the issue of money to an individual with the expectation of future repayment?
Interest
Credit
Expenses
Debit
57
Working effectively and efficiently with others
Knowledge of technology
Teamwork
Ethics
Time management
58
Having basic understanding of computer skills to effectively complete tasks
Ethics
Time management
Knowledge of technology
Teamwork
59
What is the gap between when the credit card billing cycle closes & when the bill becomes due?
Interest
Grace period
Cash advance
Late payments
60
What is central to an “I message”?
Feelings
Listening
Blaming them
Telling the other person off
61
What is Active Listening?
making eye contact with who is speaking
Repeating what you hear
listening and responding to other that improve understanding
using exercise to help remember what someone says
62
To listen effectively
Let your mind wonder
Ask questions to clarify content and meaning
Look at your hands or across the room
Make eye contact
63
Fear of failure and fear of success are two things that can get in the way of making decisions
False
True
64
It is not important to follow ethical guide lines all the time
True
False
65
Areas that involve direct contact with guests are called ___________
Front of the house
Back of the house
Lobby
Parlor
66
The most important skill in the work place is professionalism
True
False
67
Planning the amount of time spent on specific activities to accomplish goals
Time management
Effective Communication
Knowledge of technology
Ethics
