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