Name:_________erik martinez_____________________________________ Period:__________

PROSTART CHAPTER EIGHT

Prejudice: is a general attitude toward a person, group, or organization on the basis of judgments unrelated to abilities.

Bias: is a tendency toward a particular perspective or idea based on prejudice.

Cultural Tendencies: to do some things based on their beliefs and their habits.

3.

How can you help break down stereotypes? (466) 1. recruit a diverse work group. 2. increase cross-cultural communication among employees by having employee

events, where people share food from their cultures and have an opportunity to socialize. 3. provide world maps that show where people are from. 4.use workshops to increase communications skills 5. educate employees about diversity and discrimination through diversity and sensitivity training. 6. set and communicate expectations for positive behavior from guests to vendors to other employees. 7. hold employees accountable. 4. What is modeling and who should demonstrate this characteristic? (467) The behaviors that a manager participates and shows he or she is tolerates or even encourages stereotyping and discrimination. 5. Explain the four benefits of diversity. (467-469) 1. Creates a more enjoyable and productive environment.

A broad, diverse workforce means that employees with different backgrounds will look at the same situations and challenges from a variety of viewpoints. 2. Attracts more customers

Recruiting and hiring people from a range of areas, especially the local community, can help an operation build a staff that mirrors the community. 3. Becomes an employer of choice

When an operation values diversity and demonstrates it by hiring a diverse staff, more people will likely seek employment in such a positive environment. 4. Improved legal protection

Promoting diversity helps managers fulfill legal requirements and better positions an operation to defend against any claims of illegal discrimination. 6. What is cross-cultural interaction? (468) Meaningful communication among employees from diverse cultures and backgrounds, helps break down stereotypes and prejudices and improves the workplace environment. 7. How and you develop cross-culture interaction? (468-469) 1.participate in diversity and sensitivity training 2.model behavior 3.integrate diversity into the mission statement 4.encourage studying and using different languages 5.use multilingual materials. 8. Define harassment. (469) Happens when slurs or other verbal or physical conduct related to a persons race, gender, gender expression, color, ethnicity, religion, sexual orientation, or disability interferes with the persons work performance or creates an unhe althy work environment. 9. What are the advantages and disadvantages of teamwork? (473) ADVANTAGES Team members can learn from each other. People bring different skills and experiences to problem solving and can come up with solutions that one person would not have thought of. DISADVANTAGES Conflict between team members can develop, and has to be handled Communication is more complicated.

Several people working together can get more done than individuals working on their own. Team members can support each other during difficult projects.

Some members of a team might let other members do more of the work.

It can take longer to make decisions.

10.

What are the 7 behaviors good leaders demonstrate? (479) 1 provide direction 2 lead consistently 3 influence others 4 motivate others 5 coach and develop others 6 anticipate change 7 foster teamwork

11.

How can you tell if a person has good interpersonal skills? (480)

A person who possesses good interpersonal skills is a person who can generally relate to and work well with others. 12. What is motivation? (482)

Is comprised of the reasons why a person takes action or behaves in a certain way. 13. Define: (482) Internal motivation: is the personal drive to do the best work possible whether there are rewards or not.

External motivation: are paychecks, bonuses, and health benefits. 14. Most people have high expectations for their employer, manager or boss. What are the 3 areas and briefly explain each. (482-483) 1.professionalism, demonstrate knowledge and leadership, and practice honesty, confidentiality, respect, moral behavior, and ethics. 2.personal treatment: practice fairness and consistency and provide support, empathy, and feedback. 3. work and task support: provide clear directions and tools and resources, encourage professional growth and development, include employees in decisionmaking that affects them, provide a safe environment, and practice reasonable and rational behavior.

15.

What are the seven steps to problem solving? (485-487) 1.define the problem 2.determine the root cause 3.determine alternative solutions and consequences 4.select the best alternative solution 5.develop an action plan 6.implement the action plan 7. document for the future reference.

16. What is professional development? (488) Is the sum of activities a person performs to meet goals and/or to further his or her career. 17. Define Ethics. (489) Are a set of moral values that a society holds. 18. What are goals? (492) Are statements of desired results. 19. What types of organizational goals could be included in a restaurant? (493) Provide structure and a destination for an operation, and function like a yardstick to help evaluate the operations progress. 20. Define each part of SMART goals. (493) Specific: goals should be clearly stated and list exactly what is expected. Measurable: management needs to be able to determine whether goals have succeeded or failed by some result Achievable: goals should be realistic and able to be met Relevant: goals should be connected to the vision and mission of the business Time bound: goals need to have a date for accomplishment. 21. How do vision and mission statements work together? (494) Both state the p;urpose of the organization to the employees and customers. 22. What is a job description? List some of the things listed on a job description. (501-502) Is a document that defines the work involved in a particular assignment or position. A job description includes the position title and the responsibilities or duties of a position. 23. Job applications or job interviews cannot ask questions that pertain to: (503-504) 1. _race____________________ 8.__national origin or ethnic background

2. 3. 4.

Age_____________________ _religion ____________

9. 10.

_former name or maiden name_ Prior arrest Martial status or any other

___gender__________________ 11.

information about a spouse 5. ___Sexual orientation________ 12. _parents names_____________ 13. Children, plans to have children,

or childcare arrangements____________ 6. _disabilities an applicant might

have unless it has a direct bearing on job performance. 7. _birthplace ______________ 14. Height, weight, hair color, or other questions about an applicants physical characteristics, unless the information is directly relevant to doing the job.

24.

What does EEOC stand for and what does it do? (504)

Equal employment opportunity commission and other government agencies enforce laws that ensure everyone, regardless of race, age, gender, religion, national origin, color, or ability/disability, gets a fair chance at any job opening.

25.

What 4 areas does child labor laws impact? (513) 1. hours worked 3. driving 4. Work permits and/or age cerificates

2.operating hazardous equipment

26.

What is onboarding and what are the four phases? (513-515) Define: is the process that a company uses to integrate new employees into an

organization. The goal of onboarding is to give companies a better chance at making sure the people they hire stay in their jobs. 1.hiring 2.orientation 3.training 4.scheduled follow-up 27. What is orientation? (515) New employees need to complete paperwork and learn about the companys policies. 28. What is typically in an employee manual? (517)

Handed out during orientation. An employee manual contains general information about employment, including company policies, rules and procedures, employee benefits, and other topics related to the company.

29.

What is the outcome of training or helping employees gain knowledge? (524)

When employees gain knowledge and skills, their morale and confidence increases. 30. What are the 6 key points of effective employee training (525) 1.both the employee and trainer must be motivated. 2.training should be designed for the new employee and the task he or she needs to learn. All new employees do not learn at the same rate. 3. involve the new employee in the training by using hands-on practice and demonstration. 4.set realistic goals so that the trainer and new employee know what is to be accomplished. 5.feedback is essential to help the new employee remember each task. Always emphasize positive results, even when correcting the way an employee performs a task. 6. managers can use results to objectively evaluate employees progress.

31.

Explain the following types of training and explain why they are important. (525528) Cross-Training:is when employees learn the functions of another job within the operation.

On-the-Job Training:is appropriate for teaching skills that are easily demonstrated and practiced, such as preparing menu items, operating cash registers, ad using tools and equipment.

Group Training:is usually the most practical choice when many employees need the same type of training.

32.

What is the purpose of an employee performance appraisal? (528)

33. What is the purpose of a POS? (532) System allow servers to enter orders and prompts for other order information. 34. Exam Prep Questions 1. d_____

6.

b_____

2. 3. 4. 5.

_a____ __a___ ___b__ ____d_

7. 8. 9. 10.

_d____ __a___ ___c__ ____d_