Recommended guideline a manager should use if an employee’s performance differs from the expected?
Address and find mutual agreement
How should resources be allocated to avoid overwhelming a performer?
Make them aware of what is available
What should a manager do when a performer has difficulty recognizing when to act on a specific task?
Take a specific direction
A team member sets the holes correctly and is assigned this task routinely. What is the result of this?
Reinforced the desired outcome
How should the GM use significant work when telling the merchandiser to spot audit due to shrinkage?
Explain feedback and consequences
How can managers communicate that they want to work with the performer to ensure success?
Feedback is clear
What guidelines apply when a manager uses the supporting strategy?
Capable and motivated
What guideline is used with the convincing strategy because the employee is resistant?
Help overcome resistance and give resources to do the job
What strategy is used by the head pro when requested solutions by his assistant?
Supporting
What strategy is used with employees who are experienced but unwilling?
Involving
What action increases the chances of finding a solution that satisfies all parties?
Address the problem early
During joint problem solving, why is it important to state the problem in relation to the expectations?
To avoid blame
What manager behavior is appropriate during termination?
Considerate, clear, decisive
F&B uses internal control to keep the operation functioning smoothly; what are the characteristics?
Measure, evaluate, act
What is food cost control?
Management and procedures to regulate costs
What is the most important consideration when forecasting number of staff and scheduling?
Provide the service, minimal payroll
Which condition enhances the benefits of mental practice?
Cognitive hypothesis
What is an effective means to help a beginner use motor imagery to improve?
Combine with physical performance
What optimizes performance when combining mental and physical practice?
Recall past shots, execute prior memory
What conditions lead to greater learning transfer?
Same/similar conditions
What approach is recommended to optimize learning transfer of a golf skill?
Transfer skill at similar level in transfer learning
What are two major ways to structure swing change movements through rehearsal?
Skills practice and transfer practice
What should a coach do when a student gets mad a swing change does not work?
Accept blame, remind them they agreed to it
What step in pre shot routine is helpful to a player who wants to trust their swing?
Positive self-talk
What are the benefits of an effective pre shot routine?
Stay in the present, prepare, manage emotions
What is recommended immediately after a poor shot is hit?
Identify the flaw
What pre shot routine problem could cause a poor shot outcome?
Lie, distance, club
How should players use the post shot routine to achieve focus on playing the game?
Accept it, ask why
Why is it important to have similarly skilled players in group instruction?
More likely to benefit
How should teachers respond to lessons getting off track?
Accommodate changes and meet challenges
What is the purpose of golf instruction from a long-term lesson plan?
Goals that translate to performance
What role should technology play with ball flight while teaching a lesson?
Assist in identifying the error
How can a teacher use technology to help identify losing the lag too soon?
3D pressure plates
What data describes the launch of the ball?
Spin axis, spin rate, launch, direction, speed, smash
Which analytic technique pays the biggest dividend in improving teaching?
Systematic observation
What do routines allow teachers to focus on in the lesson?
Fewer decisions and focus on learning
What is overlooked by teaching pros when building a teaching business?
The value of their teaching program
What is the difference between a family with small kids and an electronic user?
Growing the teaching business, promote yourself
What is the most beneficial in helping the teacher determine the starting point for on course instruction with an experienced student?
Skill level, blanks in their game
What lie should the suspension point be constant?
Ball below feet
What is the anticipated result of an effective fitting?
Match the clubs to the player, eliminate ball flight variable
How should the complexity of the task be handled if the performer is learning something new?
Simple, then add more complexity
What element of the performance system describes the job task?
Performance expectations
A member attempts to return a shirt and demands a cash refund. They complain to the HP who reprimands the AP. What is misaligned here?
Consequences
What interpersonal skill should a manager use when discussing agreed upon expectations?
State your purpose clearly
How does discretionary enforcement of policies contribute to the motivation of performers?
Demotivates
The employee uses more skills to complete a task is.
Skill variety
When the performer is involved in the task from beginning to end?
Whole task
The performer is given a task that has real significance.
Significant work
The performer has the freedom to determine the best way to work.
Autonomy
How should the GM use significant work when directing the merchandiser to do spot audits?
Explain the feedback and consequences
What is used when the HP gives freedom to the AP to run the member guest?
Autonomy
How can managers communicate they want to work with the performer to ensure success in the task?
The feedback is clear
What two factors determine the delegation of a task?
Willingness and capability
Enthusiastic and unexperienced?
Directing
Enthusiastic and experienced?
Supporting
Unenthusiastic and experienced?
Involving
Unenthusiastic and unexperienced?
Convincing
What guideline is taken when the convincing strategy is used due to resistance?
Help overcome resistance and give resources to do job
What is used when the HP only offers solutions when requested?
Supporting
What is the managers role in the supporting strategy?
Give control to performer
What increases the changes of finding a solution that satisfies all parties?
Address the problem early
How can a manager identify if a problem continues to exist after an agreed upon course of action?
Establish a timetable for follow up
During joint problem solving, what is the managers role when identifying resolutions to a problem?
Ensure clear expectations and how to achieve them
What is the managers involvement in the follow up process so important?
Shows commitment to solving the problem
Why is it important the manager state the concern in relation to the expectations for the job?
To avoid blame
What must the manager and employee agree upon in joint problem solving?
Specific actions
What is one of the mangers goals in joint problem solving?
Give clear expectations and narrow the gap between expectations and results
What stage of the 4 Stage Problem Solving Sequence gives performer the chance to take ownership of the problem?
Stage 3, Final Decision Making
What is the timetable difference between reinforced and joint problem solving?
Shorter because the problem is urgent
How is the managers demeanor during reinforced problem solving?
Mentor, be more assertive
What is used during the final decision-making stage?
Directing strategy
What action step is different in final decision and reinforced problem solving?
Written expectations
What behavior is expected in the termination stage by the manager?
Clear, considerate, decisive
What stage determines if the employee met agreed upon expectation?
Stage 4, Termination
What is the benefit of having a well-run FB operation?
Complete destination by using the facility vision
What is identified before levels of service are determined?
Type of facility and expectations
What is used to keep the operation running smoothly?
Inventory, receiving, P.O systems
What is food cost control?
Procedures that regulate costs
What is the formula for income spent on payroll?
Payroll/income
What must the manager consider when scheduling?
Provide the expected service while minimizing payroll
What is the result of training and re training?
Personally rewarding
What is the best advertising for FB?
Word of mouth
What is an external intersection?
The operation and its customers
What is an internal intersection?
The facility within itself
What operates most with the FB team?
Tournament ops
What is so important that FB and tournament ops are closely tied?
Revenue
What aspect of a facility is tied to the marketing and promotion that differs from its competitors?
Brand
What is an example of and external intersection?
Dining options
What is the difference between FB and retail?
Receiving process
What is the cognitive rehearsal of an activity in the absence of muscle movement?
Mental practice
A student is unable to learn from a video, therefore they use
internal motor imagery
A student can learn from a video, therefore they use
external motor imagery
When is mental practice and motor imagery most effective?
When used with physical practice
What is the best way for beginners to improve shot performance?
Combine mental and physical practice
What makes cognitive hypothesis an effective learning tool?
Helps identify what to do and where to focus attention
What enhances the benefit of mental practice?
Cognitive hypothesis
What optimizes performance when combining mental and physical practice?
Recall past shots, execute prior memory
What is retroactive transfer?
Subsequent learning of a skill to perform a previous skill
What is expected when old neural networks positively transfer to new swing movements?
Easier to learn, less practice
What two ways to structure swing change movements through rehearsal?
Skills practice and transfer practice
What should a teacher do when a student is mad when a swing change is not working?
Accept the blame, let them know they agreed to it
What pre shot routine is helpful for a player who wants to trust their swing?
Positive self-talk
What should a player do after he selects a target, addresses, and reminds himself not to pick up the club in the backswing?
Trust and swing
What are the benefits of an effective pre shot routine?
Stay in the present, prepare, manage emotions
What should be included in the post shot routine following a good shot?
Logical self-talk
What is the immediate post shot routine for controlling emotions after a poor shot?
Identify the flaw
What pre shot routine problem could cause a poor shot outcome?
Club, distance, target, alignment
How should players use the post shot routine to achieve focus of playing the game?
Accept the shot, manage emotions
How should a teacher respond to a lesson getting off track?
Accommodate the changes and meet the challenges
What is included in long term player development?
Written programs, timeline
What is the purpose of instruction from long term planning?
Goals that translate to performance
What role does technology play with assisting ball flight in a lesson?
Helps identify the error
What feedback does technology provide?
Augmented
What distance will a 1-degree change hit the edge instead of the center of the hole?
10 feet
What described the launch of the ball?
Angle, spin, speed
What describes the club at impact?
Centeredness, path, loft
What occurs when teachers mentally review their instruction?
Reflective teaching
How often should teachers reflect?
Daily
What is the least reliable way to ascertain a teacher’s skills?
Directed observation
What pays the biggest dividend when improving teaching?
Systematic observation
What do routines allow teachers to do?
Make fewer decisions in lesson, focus on learning
Golf is shifting to what target?
Entire families
What is overlooked by many teachers?
The value of their teaching program
What do many teachers prefer to do before going on course?
Observe different shots
What is beneficial when determine where to start a student?
Skill level and experience
What is the most common reason to video on course?
Pre swing errors and routines
Uphill lie means the player should?
Aim right, less loft, ball in the middle
Downhill lie means the player should?
Play back, expect the ball to go right
Keeping the suspension point constant is crucial for the?
Below the feet shot
How should a player minimize grass between the club and ball?
Steeper angle of attack
What adjustments are made when hitting a flier?
Less club, steeper, wider arc, open face
Replacing a grip with one heavier result in?
Lighter swing weight
Replacing a grip with one lighter results in?
Heavier swing weight
What shafts require butt trimming?
Taper tip
What is most affected when replacing a 60-gram graphite with a 110-gram steel?
Swing weight
What angle has the most effect on distance?
Loft angle
What exaggerates the effects of a ball flight caused by improper lie angle?
Off center strikes
How does too little driver loft affect the swing?
Change swing for distance, no balance
What type of club is most affected by improper lie angle?
Longer club, driver
What ball flight law controls the distance of putts?
Centeredness of contact
To achieve less forward press, what happens to the putter loft?
Decrease
When should a manager address gaps in performance?
Find a mutual agreement for both parties
What expectations should a manager’s performance standards effect?
Staff initiative
What resources are needed to carry out facility’s mission?
Material, physical, human, time based, financial
A hydraulic leak is discovered on the green, what amplifier is needed?
Feedback
What is the information, circumstances, or events that signal a performer to act?
Input
An employee is routinely late for the morning shift and gets reassigned to the afternoon. What is the problem?
Negative action to a positive consequence, behavior won’t stop
What is the guideline for effective feedback?
Cleary, time based, unbiased
What guidelines apply when using the directing strategy?
Clear instructions and steady feedback
The convincing strategy is best used with what employee?
Unfamiliar and hesitant
What strategy makes the task easier for the hesitant performer to complete?
Convincing
What is used for an experienced but hesitant employee?
Involving
What does a manager do if they ignore the problem and hope it goes away?
Inaction
What happens when a manager makes false assumptions?
Assume the performer is the cause
What is the first step in reinforced problem solving?
Discuss management’s concern the problem isn’t fixed
What is the result of requiring an immediate response during the final stage of decision making?
Resignation
A semi private facility should try to?
Break even, small profit
What distinguishes a profitable facility?
Money customers spend
Profitability is the goal of a?
Privately managed facility
Service is the goal of a?
Equity facility
Two different entrees feature the same product, this is?
Differentiated product
What way does the skills and experiences with FB enhance the golf pros career?
Knowledge of the performance, mission, objectives
What items are used to determine cost of a recipe?
Cost of each element and # of servings
What does a budget for an FB look like?
Timeline, roster, statement of purpose
What is associated with higher levels of service?
Higher labor costs
What defines good service?
Food at right temperature and in a timely manner
How is good quality service determined?
Customer expectations and financial stability
Why must the event coordinator be familiar with the FB offerings?
Meet customer needs without making false promises
A teacher determines a student relates best to internal motor imagery. What is best used?
Focus on feeling
What is a conscious experience in which a player uses their sense to create or recreate the execution of a motor skill?
Motor imagery
What is the influence of a previous skill on the current skill to be learned regardless of whether the skill is positive or negative?
Proactive transfer
What determines the transfer of golf skill learning?
Structural similarity of skills acquired in transfer learning
What term is used transferring a 20 foot chip onto a practice green to 50 foot chip on the same green?
Response generalization
What occurs when applying a skill to a 20 foot chip learned in practice to a 20 foot chip in a championship?
Stimulus generalization
What is a pre swing adjustment?
Posture, ball position, grip
What is an example of interference or negative transfer?
New swing to course or pressure
What is it important to avoid the importance of the 18 hole score?
Pressure and outcome
How does a player play smart?
Avoid getting in their own way
A player sees water on the left and begins to see a fade for shot, what is he seeing?
The water, not ideal
Why should players accept poor shots with the good ones?
No one is perfect it is not achievable
What does positive self talk accomplish?
Staying in the present
What do effective pre shot routines accomplish?
Playing golf rather than the outcome
What does a practice swing do during a pre shot routine?
Feel the swing to produce the shot
What can golfers do to get out of their way?
Positive self talk
What is the assumption for a skill development plan of individual lessons?
Have a developed plan
What guidelines should be in place for junior development?
Fun and proper mechanics
What is a misconception regarding who should teach disabled?
Outide of golf
What is established before introducing technology?
How they prefer to learn
When recording DTL, what does the club do from above and in front?
In to out
What do reflective teachers examine in addition to content?
Their values and beliefs
What is a disadvantage of directed observation?
Based on the observer’s skill level
What improves the relationship between teachers and facility decision makers?
Good communication on the impact of teaching
What is the impact of properly matched shafts?
Return to impact consistently
What does 1 inch mean in swing weight?
6 pts
What adds 4 grams to the club head?
2 pts
What is the best way to compensate for poor lie angle?
Length
What improves putter for less skilled players?
Higher MOI
What influence does lie angle have on ball flight?
Direction
If the impact mark is ½ ” from the centerline, how many degrees does the club need to be bent to ensure a square strike?
2 *
Which club plays more upright as a result of changing from a shorter club to a longer club?
Longer, driver
What is the result of having a lower deflection point?
More bow = higher launch
Club make up should result from?
Course set up and conditions
What affects the direction of a putt?
Lie angle
What influences the putter loft fitting?
Stroke tendency
What effect is made by shortening a driver 1.5″?
Down 9 pts, accuracy and flatter lie
What is the result of a teacher teaching with ill fitted equipment?
Swing fits equipment
How is the transfer affect most likely to influence the situation where a player with an over the top down swing has been taught to drop the club below the shaft plane?
Their neural negatively transfer or interfere with the performance of the new swing.
Does cognitively rehearsing procedural skills at a faster rate before physically performing them interfere with the benefits of mental practice?
False, Practicing at a faster rate helps remember the steps they need to perform.
What is one misconception regarding who is best qualified to teach people with a disability or injury to play golf?
That teaching/coaching must come from a person from outside golf. PGA pros can teach players on any skill level, any age/body type, and regardless of ability.
What is the four stage sequence for correcting problem solving?
- Joint problem solving. 2. Reinforced problem solving. 3. Final decision making. 4. Termination of employment.
What are the four delegation strategies?
Involving(Experienced & Resistant), supporting(Experinced & Enthusiatic), convincing(Inexperinced & Resistant) & Directing(Inexperinced & Enthusiatic)
What is an example of a pre-swing adjustment?
Posture, ball position, grip, alignment
What adjustments are recommended prior to making in-swing adjustments?
Pre-swing
How can a student overcome negative effect or interference in competitive pressure situations?
Increase practice under pressure & playing conditions
What is lacking when newly introduced swing changes are lost between lessons?
Practice/play
What types of changes are easiest to learn and often result in rapid improvement in performance?
Pre-swing corrections
What is the most important shot in golf?
The next one
What is one way that players can achieve realistic goals?
Set realistic goals
What is recommended immediate post-shot means for controlling one’s emotions following a poor shot?
Post-shot routine
What do pre and post-shot routines provide?
Stay in present/manage emotions
What pre-shot routine problem could cause a poor shot outcome?
Club, distance, target, alignment, ball position
What must one learn in order to gain the benefits of the progressive muscle relaxation technique?
How to recognize undesirable tension & then relax it
Why is it important to have students with similar skill and fitness levels, motivation and experience for group instruction?
More likely to benefit
What type of player is best served by individual lessons?
Advanced player
What is a group lesson advantage?
Team Cohesion, increased learning and spirit
What is the correct planning assumption behind a skill development sequence for individual lessons?
Sequence info, skills with well developed plan
How should teachers respond to lessons that are getting off track?
Clear vision of lesson purpose, back to goal
Why should one have contingency plans?
In case lesson goes in a different direction
What should be included in Long term player development planning?
Written programs, purpose and goals, key skills, knowledge
What is the purpose of golf instruction from the standpoint of long-term lesson planning?
Improve performance
What is the difference between a lesson plan and a long-term developmental plan?
Long term over multiple lessons
How does the PGA define the elite player for purposes of developing a long-term player development plan?
Someone that is competitive at a high level. Playing on high school or college golf teams, in highly competitive junior tournaments or near or below a scratch handicap.
What is often challenged when teaching a player with a disability or injury?
Pre-concluded notions
What is the best course of action if a teacher is unsure of what to say to a player who has a disability or injury?
Ask the student for advice
What should an instructor do when teaching someone who has lost a limb?
Learn to hit shots emulating disability
What is the cognitive rehearsal of a physical activity in the absence of any observable muscular movement?
Mental practice
What is a conscious experience in which a player uses all her senses to create or re-create the execution of a motor skill in the players mind?
Motor imagery
The student Relates primarily to which type of imagery if she is unable to learn from a face-on video of her swing?
Internal
A student relates primarily to which type of imagery if she is able to learn from a face-on video of her swing
External
What is the definition of modeling when used for teaching and coaching?
Observation learning, used in demonstration
When is mental practice and motor imagery most effective?
In conjunction with physical practice
What is the best way for beginners to improve shot performance?
Five step strategy (get ready/mental, concentrate, execute, evaluate)
What condition enhances the benefits of mental practice?
Cognitive hypothesis
Based on research, at what speed should a skill be mentally rehearsed prior to actual performance?
About same speed as skill
What is an effective means of helping a beginner to use motor imagery to improve performance?
Combined with physical performance
What situation justifies substituting mental practice for physical practice?
When physical isn’t able to be used. (Rehab)
What is an example of form focus of attention?
Stance, Ball position, posture
What is an example of retroactive transfer?
Subsequent learning of a skill affects ability to perform previous acquired skill. Reverting back to their old swing.
What is the influence of a previous skill on the current skill to be learned regardless of whether the influence is positive or negative?
Proactive transfer
Addison has acquired a new student who previously played ice hockey. During the opening interview, Addison asks questions to find out ways he can take advantage of previous learning, what skills to teach, and what order to teach them. This is an example of what learning transfer concept?
Proactive transfer
What determines the transfer of golf skill learning?
Time, structural similarity, skills and goals, skill level
What conditions lead to greater learning transfer?
Same/similar conditions, same/similar skills
What term is used to describe transferring a skill of a 20 foot chip onto a practice green to a 50 foot chip on the same practice green?
Response generalization
What term is used to describe learning the skill of putting on a practice green and effectively transferring to various greens on the golf course?
Stimulus generalization
A student and his coach have been practicing high pitch shots from tight lies that he expects to find on the golf course for an upcoming tournament. What best describes the learning transfer concepts involved in this situation?
Stimulus generalization
What role should technology play compared to ball flight when teaching a lesson?
Measure, identify swing error
What does technology help the instructor to identify?
Previously unseen issues and strengths
Should technology be used to help develop one model swing for all players?
False, no
What should be established before introducing technology into the learning environment with a beginning golfer?
The concept of how the club moves
What type of feedback does technology provide during practice?
Augmented
How can a teacher use technology to help a golfer identify the root cause of losing clubhead lag too soon?
3-D image, pressure plate
When recording golf swings from a down the line perspective using 2-D video, What will the club appear to do from the camera angle that is lower and more behind the player?
Appear to be out to in path
When putting, from what distance with a 1° direction change hit the edge of the hole instead of the center of the hole?
10 feet
According to the course manual, what data describes the launch of the ball?
Angle
According to the course manual, what Datapoint describes the golf club at impact?
Clubhead speed, face angle
What is occurring when instructors mentally review and question their instruction?
Reflective teaching
What type of teachers experiment with new ideas and practices?
Reflective
What do reflective teacher examine in addition to instructional content and activities?
Behavior
How should teachers reflect on their own teaching?
Journal
What has the most impact on developing teaching skills?
Experience
What is the least reliable way to ascertain an instructors teaching skills?
Directed observation
What practice can teachers develop to reduce the amount of required thought in a lesson so that the focus is on the students learning needs?
Establish routines
What provides the ultimate feedback on instructional success?
Student
And instructor uses a new teaching technique during a lesson that is unsuccessful. What course of action should the teacher take?
Trust instinct, reflect later
The landscape of golf’s core customer base is shifting from targeting existing golfers to what customer demographic?
Entire families
What core business area of a facility is often undervalued by key decision makers?
Teaching/instruction
What is one of the primary reasons customers take lessons?
Acquire skills to entertain and accept invitations to play at other clubs
According to the course manual, what is often overlooked by outstanding teaching professionals when building a teaching business?
Club fitting
According to the course manual, effective teaching programs are similar to which other development model?
Ski schools
What is an example of a teaching professional having a positive impact on the facility’s financial performance?
Memberships, club sales
According to the course manual, what did the majority of players report after a club fitting session?
Game improvement exceeded expectations
According to the course manual, what do the majority of teachers prefer to do before delivering on course instruction?
Determine a starting point
What percentage of teachers believe that video is a valuable tool?
76%
When working with a less experienced player on the course, what lesson content would be most appropriate?
Rules, etiquette, pre-shot routine
When working with an advanced player on the course, what lesson content would be most appropriate?
Influence of lies/flight
What is the most common reason to use video for on course lessons?
Document pre-swing errors, pre-shot routine
Where should a player play the ball when approaching a shot from an uphill lie?
Aim right, less loft, left knee forward
What is the likely affect on impact when the ball lies above the feet?
Left and heavy contact
What is a common occurrence with a shot on an uphill lie?
Higher, slight left, chunk
Where should the ball be positioned when playing from a downhill lie?
Back
For which lie are players well advised to keep the suspension point constant?
Below feet
As a rule, where should the player tee the ball on the tee in sidewind conditions?
Side in which wind is coming
What type of sole should a Sandwedge have to hit an effective shot from a hardpan lie?
Thin minimum bounce
How might a player minimize the amount of grass trapped between the club face and the ball when hitting from the rough?
Steeper angle of attack
Why should a student choose a hybrid instead of a long iron when playing from the fairway in cold and wet conditions?
Won’t dig into the turf
What wind condition magnifies errors in ball flight?
Into wind
Which playing condition would hide a students ball flight errors?
Downwind
What should be expected from a flyer lie?
Lower trajectory, more roll
How is a 1/64″ undersized grip created?
Stretched 3/4 down shaft. .885 no build up, larger core size
What is an acceptable practice when a shaft has reusable old build up tape already on it?
Leave, double-sided tape on top
Does a double sided tape count as a layer of build up tape?
No, 2x build up
What is the standard size of a man’s grip?
.900
How is the shaft butt size determined?
Calipers on butt end
What is the most common means of removing old build up tape from the shaft?
Peel off with hand
How is the course size of a replacement grip determined?
Inside lip, plastic indicator wrapping
What is the benefit of properly matched shafts?
Consistency, allow player to deliver club to impact correctly
What will be the result of replacing a grip with one that is heavier than the original?
Lighter swing weight
What will be the result of replacing a grip with one that is lighter than the original?
Heavier swing weight
How does the total weight of a golf club affect a player?
Balance and tempo
What type of shafts require butt trimming?
Parallel tip
What are the two operative considerations when replacing a shaft?
Flex and weight
When is epoxy considered cured enough for ball striking?
24 hours
What will cutting 1 inch from the finished length of the club do to the swing weight?
Decrease 6 points
What will be the effect of adding 4g to the club head?
Increase 2 points
How is the playing loft of a driver club calculated?
Measure loft and face angle
What angle has the most affect on ball flight distance?
Loft angle
How will the bounce angle of the club be affected when the loft is increased by 2°?
Bounce increased 2°
What condition indicates a faulty clubhead angle?
Loft, lie
What is the first thing to consider when preparing to bend the lie angle of an iron?
Forged or cast
What is the best way to compensate for a poor Lie angle?
Length
What will exaggerate the effects on a ball flight caused by an improper lie angle?
Greater loft
When should a manager address performance gaps if an issue arises regarding the performers work?
Find mutual agreement that satisfies both parties
How should the complexity of the task be handled if a performer is learning something new?
Simple – provide basics, add complexity after basics mastered
What expectations should a manager’s performance standards reflect?
Performance standards reflect what the manager expects in terms of quality, timeliness, and initiative on the staff member’s part.
What element of the performance system describes the job task?
Input
What is the recommended guideline a manager should use if employees actual performance differs from expected performance?
Address and find mutual agreement
How should resources be allocated to avoid overwhelming a performer?
Sufficient so performer can complete task
What types of resources are needed to carry out the facilities mission and financial goals?
Physical, human, financial, Time-based
The golf shop merchandise operation is under performing to revenue projections and inventory management challenges are occurring. What type of resources could best resolve these problems?
Material(POS), human(staffing), time
Which element of the performance system is being used when managers communicate the information needed for a performer to complete a task?
Expectations
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?
Lights, policy & procedure
Why would an audible thermometer need to be used to identify the appropriate temperature of food related to input?
Input is the information that signal a performer to take the appropriate action.
What is defined as the information, circumstances, or events that signal a performer to take the appropriate action?
Input
What should a manager do when a performer has difficulty recognizing when to take action on a specific task?
Specific direction, amplify
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
An employee is struggling to develop relationships with a club members. The PGA general manager should schedule this employee to shadow a top performer during their shifts. What type of feedback is shown in this example?
Supportive/positive
Numerous members complain about the conditions and speeds of the greens after we can play. The PGA general manager meets with the golf course superintendent at Friday’s staff meeting regarding this issue. What is the potential problem with this situation?
Feedback, not immediate
What interpersonal skill should a manager use when discussing agreed-upon expectations?
State your purpose clearly
What is a guideline of giving effective feedback?
Clear, timely, unbiased, supportive, specific, objective
How does a poorly structured work situation affect a highly motivated performer?
The highly motivated performer is ineffective in a poorly structured work situation.
How does discretionary enforcement of policies contribute to the motivation of performers in a working environment?
Demotivates
How is the motivation of staff members affected by managers who constantly provide instructions and suggestions regarding assignments?
No autonomy. Can demotivate
Which principle of motivating work describes an employee who would benefit most from the challenge of learning new tasks?
Skill variety
The new assistant food and beverage manager is assigned to redesign the menu. What principle of motivating work is in use for this assignment?
Autonomy
Which principle of motivating work would be used for employees who need new learning challenges?
Skill variety
What principle of motivating work has been demonstrated when a manager builds ongoing relationships with customers into a performers job?
Significant work
The course maintenance mechanic is assigned to develop the procedures manual for managing vehicle and 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 the 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 manager apply in this situation?
Significant work
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 used to be more effective?
Autonomy
How does autonomy increase performer motivation?
Freedom to determine how to best complete the task
What is the purpose of delegating?
To empower performers
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?
Demotivate, frustrate, poor performance
A managers 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 guidelines apply when a manager chooses to use the supporting strategy to assign a job to an employee?
Capable and motivated
The convincing strategy is best used with what type of performer?
Not willing and inexperienced
What delegation strategy would be most appropriate to utilize with a staff member who is experienced but resistant to completing a task?
Involving
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 used to ensure the facility can implement a successful player development program?
Involving
What delegation strategy is being implemented with the manager makes the task easier to complete for a hesitant performer?
Convincing
What type of performer benefits from the use of the convincing strategy?
Inexperienced and unwilling
What must be established to check progress when using the directing strategy?
Follow up process
What guideline applies when a manager chooses to use the convincing strategy Because an employee is resistant to a job being assigned?
Uncover the reason, develop a strategy
What strategy is being used when a head professional only offer solutions when requested by his assistant?
Supporting
The supporting Strategy is best used with what type of performer?
Experienced and willing
What is the first action step used during reinforced problem-solving?
Discussion with performer about problem not being resolved
The head golf professional has already held a joint problem-solving meeting and the staff member continues to arrive late for work. Why is there a need for reinforced problem-solving?
Give performer every chance to succeed
What is a likely result of requiring immediate response during final decision making?
Resignation or reluctant Acquiescence
Which interaction strategy would a manager use during the final decision making stage?
Directing
During what stage of correcting performance problems is it important to determine if the performer was unwilling or unable to meet agreed-upon performance expectations?
Stage 4 – termination of the employment relationship
What would be the Financial goal for the budget at a semi private golf facility?
At least break even, small profit if possible
According to the course manual, what can often distinguish a profitable facility?
Food and beverage
What department can often provide substantial revenue?
Food and beverage
For which type of private facility is profitability the primary operational goal?
Privately managed
For which type of private facility is service the primary operational goal?
Equity facility
Which type of golf facility might only offer counter and carry out service to maximize profit ability?
Public
What is the easiest food and beverage service to offer at a facility?
On course concessions
What must be identified before the facilities level of food and beverage service can be determined?
Operational goals
What are the characteristics of internal control that the food and beverage manager uses to keep the operation functioning smoothly?
Receiving, inventory, POS systems
What is the definition of food cost control?
Management practices and procedures that regulate costs
Where is the food and beverage service most vulnerable to losing profits due to excessive costs?
Labor
What is the most important guideline Governing the selection and price of a facilities menu?
Customer expectations
What does the preparation of an operating budget for an established food and beverage operation normally begin with?
Vision/core values
What formula will disclose the percent of food and beverage income spent on payroll?
Payroll/income = %
What is the predictable result of continuous staff training and retraining?
Personally rewarding, employee likely to stay at facility
When should a facility be recruiting?
All the time
What type of advertising is the most powerful advertising for food service?
Word of mouth
What is the definition of an external intersection?
Interaction between operations and facility customers
What is the definition of an internal intersection?
Interaction within the facility
Which area of the golf operation most often interacts with the food and beverage operation?
Tournament operations
What benefit makes the food and beverage services an important part of the tournament operations?
Additional revenue, customer experience
What important aspect of a facility is tied to the marketing and promotion efforts of the food and beverage operation that are significantly different from its competitors?
Brand
What is an example of a food and beverage external intersection?
Dining options
What is a key difference between retail operations in the food and beverage operations?
Receiving processes
How long after a club fitting is it recommended to perform a follow up evaluation?
4 to 6 weeks
What is the effect of shortening a driver by 1.5 inches?
Swing weight down nine points, accuracy increased
What is the first step of the PGA club fitting model?
Conduct a personal interview
Which ball flight law has the most influence on golfers ability to control the distance of their putts?
Centeredness of contact