Lesson 8 – Quiz



Lesson 8 – Quiz

True/False

_____1. Professional dining room management requires skills in communication, human resource management, and service.

_____2. It is better for an organization to decide beforehand on the appropriate ethics that everyone must accept and practice.

_____3. The behavior standards (ethics) we learn as children cannot usually be unlearned as adults.

_____4. It is management's responsibility to determine and implement the "preferred" culture for an organization, which is based on a shared ethic.

Multiple Choice

5. After being berated by your manager in front of your fellow employees, you say: "I can see some of your points, but I would have preferred that you spoke to me in private." This is an example of which of the following communication styles?

a. Passive

b. Aggressive

c. Assertive

6. Your teacher has not given you a grade for a paper you handed in, and you tell him or her, "I handed in that paper with everyone else. It's not my fault if you can't keep yourself organized," is an example of which of the following communication styles?

a. Passive

b. Aggressive

c. Assertive

7. Your best friend calls you and says that he(she) needs you to substitute for him(her) at the board meeting. You're not feeling well, but say, "I don't feel very well tonight and have an early morning appointment, but I guess I can do it." This is an example of which of the following communication styles?

a. Passive

b. Aggressive

c. Assertive

8. Your fellow worker asks you a question while you are talking on the phone. You put your hand over the mouthpiece and say, "Can't you see that I'm on the phone?" This is an example of which of the following communication styles?

a. Passive

b. Aggressive

c. Assertive

9. Please rewrite two of the aggressive or passive statements in questions 5-8 in the

assertive style.

For the following situation, use the form provided enter the decision option, stakeholders, possible consequences of the decision, and the ethical principles violated by the decision. Use the back of the page if you need more space.

Situation: Two elderly people come in frequently and split one dinner. They are very demanding customers and leave a tip based on the price of one meal. Servers do not like to have them seated in their stations. What should management do?

Ethics Analysis Form

Decision Option:

|Stakeholders |Principles |Consequences |

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