How should a supervisor provide feedback to an employee about his/her skills, knowledge and attitudes during a performance review?
Use specific examples of behaviour.Only use self-evaluation.Compare this employee with co-workers.Use a written examination and provide feedback.
A supervisor is overwhelmed and needs to delegate some of her responsibilities to other employees. The supervisor knows that an employee named Joan has the skills to complete some tasks, so she assigns those tasks to Joan. She tells Joan what is required and by when. What else should she do before assuming that Joan will complete the delegated tasks?
Ask Joan to initial the work schedule to show that she is now responsible for the tasks.Offer an incentive to Joan for the successful completion of the tasks.Confirm that Joan’s workload will allow her to complete the tasks on time.Report the situation to management so that they can monitor Joan’s progress.
What procedure might be followed if there are variances between the actual and budgeted figures for a supervisor’s department?
Increase productivity levels within department.Automatically reduce number of employees.Identify causes and revise budget or reallocate funds.Monitor the variances until threshold is reached.
A supervisor has been told that there is going to be a change in the policy regarding where employees are allowed to take their breaks. He holds a staff meeting to tell the employees about this, and indicates that the change will take effect in one-week’s time. What else should he include in his message to help facilitate the change?
Who is responsible for the decision to change the policy.The reason the break policy is being changed.That anyone breaking the new policy will be severely disciplined.That he will expect employees to monitor each other during breaks.
What should a supervisor do when preparing to handle a conflict between two employees?
Refer to personnel files for background information.Inform the involved employees that they are under review.Hold a staff meeting to discuss the conflict with all employees.Document the issue before speaking with employees.
A supervisor constantly keeps up-to-date on industry trends and changes in government policy that affect the tourism industry. This information is used to promote the growth of the supervisor’s organization. How is the supervisor demonstrating leadership skills?
By implementing policies and procedures.By promoting the image of the industry.By communicating within the organization.By preparing for and facilitating change.
A customer approaches a supervisor and complains that an employee has been rude to him. He says that the employee would not listen to his complaint, and told him to speak to someone else. The supervisor tells the customer that she’s sorry, but that it’s not the employee’s job to listen to complaints about that topic, and that that particular employee is feeling ill today. She asks the customer what she can do to solve the problem. She contacts the customer later to ensure the situation has been resolved. What did the supervisor do WRONG?
She should not have apologized to the customer.She should not have made excuses for the employee.She should have asked the employee to follow up with the customer.She should have had the customer fill out a complaint form before discussing the issue.
When receiving products from a supplier, why is it important to compare the invoice to the purchase order?
To confirm shipment is complete.To identify price discrepancies.To negotiate price reductions.To return unwanted items.
What is one way that a supervisor can control the quality of products and services that the organization delivers?
Ensure that the manager spot-checks products and services.Communicate the standards to the employees.Delegate routine tasks to employeesChange the standards to adjust to the skill levels of the employees.
What is the first step in implementing an action plan?
Bob has been asked to inform employees of the requirements and conditions of their employment contract. He is not sure he understands the requirements himself. What should he do?
Ask management for clarification.Distribute copies of the contract.Have a lawyer review the contract.Research common clauses in contracts.
Which of the following examples best outlines active listening skills?
Lauren varied the tone, volume and inflection of her speech.Susan made eye contact and interrupted to ask questions.Mark considered the needs and limitations of his audience.Leona used attentive body language and verbal cues.
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