Communication & Decision-Making in the Hospitality Industry Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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Question 1 1. In order to be an effective listener, an employee must _____.

Question 2 2. Moana, the front desk clerk, just received a call from a customer complaining that the towels in their room were dirty. What is the first thing Moana should do to show the customer empathy?

Question 3 3. When a manager is making a decision based on complete uncertainty, she _____.

Question 4 4. Which of the following is an example of non-verbal communication?

Question 5 5. Which of the following is an example of oral communication?

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Question 6 6. An email or memo is an example of which type of communication?

Question 7 7. Which of the following answer choices contains the best example of a cultural diversity barrier to effective communication?

Question 8 8. Which of the following answer choices contains the best example of a physical barrier to effective communication?

Question 9 9. A customer service representative who is managing a customer's issue is doing which of the following?

Question 10 10. During which stage of the decision-making process does a person analyze and weigh alternatives?

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Question 11 11. During which stage of the decision-making process does a person collect relevant information?

Question 12 12. What happens during the design stage of the decision-making process?

Question 13 13. Hospitality staff must have proper training and be _____ when speaking with customers.

Question 14 14. Which of the following is the best example of psychological noise?

Question 15 15. Which of the following is the best example of physiological noise?

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Question 16 16. In which one of the following scenarios did the manager NOT have the proper motivation for making an informed decision?

Question 17 17. Which of the following is NOT a step in negotiation?

Question 18 18. Which of the following is the final step in the decision-making process?

Question 19 19. How does showing empathy help when a customer has an issue?

Question 20 20. Which of the following is NOT an example of communication with a customer in the hospitality industry?

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Question 21 21. How does understanding occur in a communication process?

Question 22 22. Why is interpersonal communication considered to be minimally restricted?

Question 23 23. Ellen in the Los Angeles, California office is frustrated over a teleconference meeting she had with Donald and James from the London, England office. Because this meeting necessitated the use of Skype, Ellen tried to push aside her preference for a face-to-face discussion and focus on the task at hand, but the meeting was cut short when the Skype connection was lost, adding to Ellen's frustration. Ellen MOST likely experienced what barrier(s) in this scenario?

Question 24 24. What are the three stages of decision making?

Question 25 25. Which of the following are we trying to determine when we talk about weight risk?

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Question 26 26. In conflict resolution, what's the next step after listening to the customer?

Question 27 27. Determining the feasibility, while assessing the costs and benefits comes into play during which phase of the decision-making process?

Question 28 28. What is effective listening?

Question 29 29. Why is communication needed in the hospitality industry?

Question 30 30. A continued dialogue between the sender & receiver is called _____.

Communication & Decision-Making in the Hospitality Industry Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

Hospitality 101: Introduction to Hospitality  /  Business Courses
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