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PGA PGM 3.0 - Level 3 Practice Questions - Facility Management |
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When should a manager address performance gaps if an issue arises regarding a performer's work? - ✔✔If a gap arises, address the gap as soon as possible. How should the complexity of a task be handled if a performer is learning something new? - ✔✔Start simply, basics first. What expectations should a manager's performance standards reflect? - ✔✔Quality, timeliness, and initiative What element of the performance system describes the job task? - ✔✔Performance expectations What is the recommended guideline a manager should use if an employee's actual performance differs from expected performance? - ✔✔The performance system How should resources be allocated to avoid overwhelming a performer? - ✔✔Make performer aware of available recourses. Involve performer in allocation. What types of resources are needed to carry out the facility's mission and financial goals? - ✔✔Material, physical, human, financial, and time based The golf shop merchandise operation is underperforming to revenue projections and inventory management challenges are occurring. What type of resources could best resolve these problems? - ✔✔Material, physical, and human Which element of the performance system is being utilized when managers communicate the information needed for a performer to complete a task? - ✔✔Performance expectations
Why would an audible thermometer need to be used to identify the appropriate temperature of food related to input? - ✔✔Audible thermometer is cue for action. Input is signal for action. Consists of cues that are presented in the system. A hydraulic leak is discovered when using a triplex mower on the greens. What type of input amplifier can be implemented to minimize the problem? - ✔✔Provide on the spot coaching, develop a checklist, or job aide that is easily accessible What is defined as the information, circumstances, or events that signal a performer to tale the appropriate action? - ✔✔Input When conducting a junior event, twenty juniors pre-registered and forty-five attended on the day of the event. This prompted the facility to increase the professional staff by two teachers to accommodate the volume of juniors. In this example, what type of input signaled appropriate action? - ✔✔Circumstance What should a manager do when a performer has difficulty recognizing when to take action on a specific task? - ✔✔The manager may need to amplify the input to make sure that is it noticed. What type of consequence happens when a chef experiences gratification after presenting an elegant surf and turf dinner during the ladies' member-guest event? - ✔✔Internal (psychological) A team member who set the hole locations accurately and efficiently is assigned to routinely complete this maintenance task. What is the potential result of this situation. - ✔✔Positive consequence An employee is repeatedly late for the morning shift. The supervisor reassigns this person to the afternoon shift. What is the problem with this scheduling adjustment? - ✔✔Action and consequence are misaligned. The desired reinforcement will not appear. Cheryl, Maggie, and Rosa are all assigned to work in the bag room a few days a week. Maggie and Rosa are assigned to weekday shifts and Cheryl works the weekend. Both Maggie and Rosa have cleaned up the messy bag room upon return to work on Mondays. They do not understand why Cheryl is allowed to leave work without cleaning the bag room. What performance element needs to be addressed to resolve this issue. - ✔✔Feedback
What aspect of the work assignment is being managed when the General Manager considers what jobs best suited to the performers? - ✔✔Motivating work How does discretionary enforcement of policies contribute to the motivation of performers on a working environment? - ✔✔Demotivates with confusion How is the motivation of staff members affected by managers who constantly provide instructions and suggestions of learning new tasks? - ✔✔Demotivates, no autonomy is given Which principle of motivating work describes an employee who would benefit most from the challenge of learning new tasks? - ✔✔Skill variety Which principle of motivating work is the General Manager using when she asks the head chef to update the tournament banquet packages to align with tournament growth initiatives? - ✔✔Significant work The new Assistant Food and Beverage Director is assigned to redesign the menu. What principle of motivating work is in use for this assignment? - ✔✔Whole task Which principle of motivating work would be used for employees who need new learning challenges? - ✔✔Skill variety What principle of motivating work is being demonstrating when a manager builds ongoing relationships with customers into a performer's job? - ✔✔Significant work Which principle of motivating work is best represented when a PGA General Manager decides to cross- train employees? - ✔✔Skill variety The Course Maintenance Mechanic is assigned to develop the procedures manual for managing the equipment repairs. What principle of motivating work is in use for this assignment? - ✔✔Whole task
The Player Assistant has been arriving late each day. The PGA General Manager also notices that pace-of- play has increased, and the players have been complaining about his lack of course visibility. What principle of motivating work should the General Manger apply in this situation? - ✔✔Significant work The Superintendent is supervising the construction of a second golf course on property, and the Assistant Superintendent is assigned to oversee the existing course. Which principle of motivating work is being used in this scenario? - ✔✔Whole task The PGA General Manager notices a lack of performance with a starter and a Golf Car Attendant. Upon meeting with both individuals, they confess that they feel redundancy in their current positions. The PGA General Manager makes the decision to cross-train both employees. What principle of motivating work is in use for this assignment? - ✔✔Skill variety Which principle of motivating work is being applied when a PGA General Manager assigns the Outside Operations Supervisor to create the season's schedule for all outside departments? - ✔✔Whole task The Food and Beverage Manager is frustrated when attempting to hire new staff. The PGA General Manager insists on having the final hiring decision. What principle of motivating work should the General; Manager use to be more effective? - ✔✔Autonomy Which principle of motivating work is applied when the Merchandiser assigns the new intern the responsibility of counting the items included in the accessories classification of inventory? - ✔✔Significant work Which principle of motivating work is being utilized when a PGA General Manager asks the Marketing Director to advertise growth of the game initiatives by increasing the club's social media engagement? - ✔✔Whole task Which principle of motivating work is best represent when a PGA General Manager assigns practice range set-up to an Assistant Golf Professional? - ✔✔Whole task Which principle of motivating work is demonstrated when employees share responsibilities in multiple areas of the maintenance crew? - ✔✔Skill variety
The PGA General Manager conducts the annual board meeting to review survey results, which include increased tournament satisfaction. How should the principle of feedback be utilized? - ✔✔Giving recognition for accomplishments How can managers communicate that they want to work with the performer to ensure success in accomplishing the task? - ✔✔Provide feedback in a supportive manner. What us the purpose of delegating? - ✔✔Building a partnership with the manager and the performer. As well as empowering the performer. What result is most likely when a manager provides minimal information regarding a newly assigned task that a motivated employee has never performed? - ✔✔Demotivation and poor work performance. What might a PGA General Manager say when she has used the supporting strategy with a staff member? - ✔✔I trust you, but I'm here if you need me. What result is most likely when a manager explains exactly how to do a task that the employee has successfully carried out in the past? - ✔✔Demotivation and poor work performance A manager's approach in delegating an assignment will vary depending upon which two considerations?
- ✔✔Capabilities and willingness What strategy should be used with a staff member who is enthusiastic but has little experience? - ✔✔Directing What two items must a manager keep in mind regarding his performer when choosing a delegation strategy? - ✔✔Capabilities and willingness The Directing Strategy is best used with what type of employee? - ✔✔Enthusiastic but little experience
What guidelines apply when a manager chooses to use the supporting strategy to assign a job to an employee? - ✔✔Help explore ideas for job completion / Offer solutions only if requested / Provide positive feedback What delegation strategy should be chosen when the performer needs clear instructions and continuous feedback to stay focused on task completion? - ✔✔Directing What guidelines apply when a manager chooses to use the directing strategy to assign a job to an employee? - ✔✔Help explore ideas for job completion / Provide clear motivating feedback / Establish follow up process The Convincing Strategy is best utilized with what type of performer? - ✔✔Hesitant, unfamiliar with the task A PGA General Manager has a new Head Professional who is enthusiastic but inexperienced in Private club events. The Head Professional has expressed interest in running upcoming Ladies Member-Guest event. How can the PGA General Manager effectively use the element of feedback once she has used the directing strategy to delegate this event? - ✔✔Provide feedback that helps clarify the task or make it more motivating Which delegation strategy is being used when a manager frequently checks on the performers progress and provides feedback? - ✔✔Directing The new Head Professional has delegated to a veteran assistant the task of instituting a player development program. The assistant insists that the program had been previously tried by the former Head Professional and failed. What delegation strategy should the new Head Professional use to ensure the facility can implement a successful player development program? - ✔✔Involving What delegation strategy is being implemented when a manager makes the task easier to complete for a hesitant performer? - ✔✔Convincing What type of performer benefits from the use of the convincing strategy? - ✔✔Unfamiliar with the task and hesitant / Resistant and Inexperienced
What could be utilized to overcome resistance when using the Convincing Strategy? - ✔✔Giving enough information / resources / time to perform the job What guideline should a manager use when implementing the Involving Strategy? - ✔✔Engage performers in the process of developing a work plan What is the manager's role when utilizing the Supporting Strategy? - ✔✔Confirm mutual understanding / leave employee to complete the task What strategy would a Head Professional use to delegate the task of remodeling the golf shop to a newly hired assistant who left a career as a carpenter because he needed a change? - ✔✔Involving The Supporting Strategy is best used with what type of performer? - ✔✔Capable and Motivated What is a manager doing if he ignores a problem and hopes it goes away? - ✔✔Contributing to the problem. What happens when a manager makes a false assumption? - ✔✔Assumes performer is the cause of the problem A staff member continues to struggle with customer service levels. The General Manager communicates a solution to the staff member. Which of the size actions for correcting performance problems have been omitted? - ✔✔Address the problem early How can a manager increase the chances of finding a quick and mutually satisfying resolution to a performance problem without having to go through the multiple stages of the problem-solving process?
- ✔✔Address the problem early What action increases the chances of finding a solution that satisfies all parties? - ✔✔Address the problem early
How can a manager identify if a performance problem continues to exists after an agreed upon course of action? - ✔✔Establish a timetable to follow up During a joint problem-solving discussion, what is the manager's role when identifying potential resolutions to a performance problem? - ✔✔Ensure clear expectations and how to achieve them Why is the manager's involvement in the follow-up process during joint problem-solving important? - ✔✔Shows commitment to solving the problem. During the joint problem-solving process, why is it important that the manager state the concern in relation to the expectations for the job or task? - ✔✔Avoid making blaming statements During the joint problem-solving discussion, what must a manager and employee mutually agree upon? - ✔✔Identify specific actions What is one of the mangers goal's during the joint problem-solving discussion? - ✔✔Narrow the gap between expectations and results. Which stage of the Four-Stage Problem Solving Sequence gives the performer the opportunity to take ownership of the solution to the problem? - ✔✔Joint Problem-Solving What is the relationship between the timetable for the reinforced problem-solving and join problem- solving? - ✔✔Shorter because the problem is urgent How will the manager's demeanor change during reinforced problem-solving? - ✔✔Mentor, be more assertive What is the first action step used during reinforced problem-solving? - ✔✔Set up discussion that the problem is not resolved.
During the termination stage, what prevents the employee from debating the merits of the decision in order to main employment? - ✔✔Review the problem-solving process and refer to that there was no adequate improvement During what stage of correcting performance problems is it important to determine if the performer is unwilling or unable to meet agreed upon performance expectations? - ✔✔Termination During the termination meeting, the performer begins to criticize the manager's decision. What is the action step the manager should take? - ✔✔Review the problem-solving process and refer to that there was no adequate improvement. What action step is taken after explaining the rationale for terminating employment? - ✔✔Indicate final date of employment An employee was given a written statement of conditions for continued employment after failing to meet previously agreed upon improvements to her attitude. If the employee declines to meet these conditions, what is the next stage? - ✔✔Termination The directing strategy is best used with what type of employee? - ✔✔Inexperienced and enthusiastic The convincing strategy is best used with what type of employee? - ✔✔Unfamiliar with task and hesitant or resistant to perform The involving strategy is best used with what type of employee? - ✔✔Experienced with task but resistant to perform The supporting strategy is best used with what type of employee? - ✔✔Capable and motivated
