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 Quiz
Course: Hospitality Professional Certi cate (HPC)

Final Exam 2016  Back to Classroom (course.php?course_ID=61)

NOTE: You have already passed this quiz, but you can still improve your score by re-taking the quiz if
you wish.

Please answer all questions and then click "DONE!"

#1 Which of the following pertain to visual communication?

 A. Physical posture

B. Pauses in speech

C. Variety of voice

D. Monotone

E. None of the above

#2 Vocal communication makes up _________% of the communication process.

A. 93%

B. 55%

C. 7%

 D. 38%

E. 45%

#3 Visual communication makes up _________% of the communication process.

A. 93%
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 B. 55%

C. 7%

D. 38%

E. 45%

#4 Verbal communication makes up _________% of the communication process.

A. 93%

B. 55%

 C. 7%

D. 38%

E. 45%

#5 Of the following which are important principles to remember when wanting to be a

good communicator?

A. We communicate only when we want to communicate.

B. Words mean the same thing to both the speaker and the listener.

C. People respond to your communication the same way as you would.

D. All of the above

 E. None of the above

#6 Of the following statements, which one or which ones are considered to be

roadblocks to communication:

A. We make comparisons between people rather than treating them as individuals.

B. We tend to like only those people who are similar to ourselves.

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C. We judge people based on the kind of day we are having as they must be having the same
kind of day if they are in the same environment as we are.

D. We believe that certain cultural groups or people from specific countries behave the same
way.

 E. All of the above

#7 Which element of communication delivers the MOST information to the listener?

A. Vocal

B. Verbal

 C. Visual

D. A and B

E. None of the above

#8 What are the most powerful forms of nonverbal communication?

A. Facial expressions

B. Posture

C. Gestures

D. A and B

 E. All of the above

#9 On the list of situations that people fear most, which of the following is ranked
highest:

A. Getting Fired

B. Death

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 C. Public Speaking

D. B and C

E. None of the above

#10 What has made communication easier but does not make us communicate
better?

 A. Technology

B. Enhanced management

C. Hospitality trends

D. None of the above

E. All of the above

#11 Communication experts agree that actions speak ____________ than words.

A. Brighter

B. Softer

 C. Louder

D. More

E. Less

#12 The word communication comes from the Latin root �commune� which means,
�held in common.�

A. Com

B. Comm

C. Communi
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 D. Commune

E. Come

#13 Based on the communication roadblocks discussed in the Communication

Module, which one describes how we gravitate to those who behave or think as
we do or who have similar backgrounds?

A. Unfair comparisons

B. Acting upon stereotypes

 C. Just like me

D. Acting out on a good day

E. Acting out on a bad day

#14 Based on the communication roadblocks discussed in the Communication

Module, which one describes how we tend to compare one co-worker or guest to
another.

 A. Unfair comparisons

B. Acting upon stereotypes

C. Just like me

D. Acting out on a good day

E. Acting out on a bad day

#15 In communication, verbal, vocal and visual are known as the:

A. 3 communicators

 B. 3 V�s

C. 3 sentences
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D. 3 words

E. 3 Verbal�s

#16 What is one of the biggest potential barriers between cultures?

A. Gender

B. Politics

 C. Communication

D. Race

E. None of the above

#17 Business missteps in communication can cause which of the following:

A. Stereotypes

B. Cost money

C. Derail relationships

D. Cause turnover

 E. All of the above

#18 __________ do not have the same meanings from culture to culture.

A. Work ethics

 B. Words

C. Gestures

D. A and B

E. None of the above

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#19 When speaking with non-native speakers try to avoid using ___________________.

A. Words

 B. Metaphors

C. Non Verbal Communication

D. Gestures

E. None of the above

#20
What is one way you can impress your guests through communication.

 A. Learn to say hello in their language

B. Use metaphors

C. Speak loud

D. Use gestures

E. None of the above

#21 To help you slow down your communication to others, you should practice which
of the following.

A. Non Verbal communication

 B. Vocalized pauses

C. Analogies

D. B and C

E. None of the above

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#22 The following can help ensure non-native speakers understand what you saying.

A. Using hand gestures

B. Writing something down

 C. The concept of echoing

D. A and B

E. None of the above

#23 Understanding _________________ helps the most when you are talking to a non-
native guest.

 A. Non Verbal communication

B. Verbal communication

C. Another language

D. A and C

E. None of the above

#24 As stated in the session, when we do make the inevitable mistakes that happen
when we cross cultures, it certainly helps if we have what?

A. A friend from another culture

B. A multicultural workforce

 C. A sense of humor

D. Travel experiences

E. None of the above

We all ___________ in the same language.

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#25
A. Communicate

 B. Smile

C. Gesture

D. All of the above

E. None of the above

#26 In the Cross Culture Communication module you learned that any behavior
observed across the cultural divide, therefore, can be interpreted in two ways.
Which of the following are these two ways.
1. The meaning given to it by the person who does the action.
2. The meaning given to it by the person who observes the action.
3. When the meaning does not make any sense.
4. When the meaning is not based on context

A. 3,4

B. 2,3

 C. 1,2

D. 1,4

E. 1,3

#27
To e ectively communicate, we must realize that we are all di erent in the way
we perceive the ____________ and use this understanding as guide to
communication with others.

A. Profession

B. Industry

C. United States

 D. World
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E. None of the above

#28 When speaking to nonnative guests or coworkers you should do which of the
following:

A. Slow down

B. Simplify your language

C. Turn up the volume

 D. A and B

E. A and C

#29 In the Cross Cultural Communication module, you were taught to be conscious of
your _______________. This was describe using the following quote:

While a picture is sometimes said to be worth 1000 words, then a metaphor or

certain _____________is worth 1000 pictures that could confuse others that don�t
speak your native language.

(What word below best ts each of the blanks based on what you learned in the
module)

A. Profanity

 B. Slanguage

C. Mannerisms

D. Gestures

E. None of the above

#30 Simply stated, it is ________me and _______we.

 A. Less, more
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B. More, less

C. About, not

D. Not, about

E. None of the above

#31 When you think of cooperation we should think of the words:

A. Assist

B. Collaborate

C. Contribute

D. Give and take

 E. All of the above

#32 What are the two forms of con ict?

 A. Substantive, Personalized

B. Substance, Person-related

C. Subsector, Personal

D. Substance, Personalized

E. None of the above

#33 In the module titled: Cooperation, cooperation is related to which of the

following:

 A. Driving a highway

B. Riding a bike

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C. Playing a sport

D. All of the above

E. None of the above

#34 Which of the following is not a way to be a cooperative person?

A. Helpful in conflict

B. Participate in responsibilities

 C. Keep ideas for yourself so you can gain the credit and earn the accolades

D. Share roles

E. None of the above

#35 The IDEA Method stands for:

A. Invite, Deviate, Examine, Assess

B. Inquire, Decide, Extract, Assess

 C. Identify, Design, Examine, Assess

D. Invite, Design, Excite, Assess

E. None of the above

#36 Con ict and cooperation in the workplace is one �hot� topic in today�s
industry. Many people are asking which questions?

A. How it works

B. How to avoid it

C. How to deal with it

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D. A and C

 E. All of the above

#37 Based on cooperation, a leader can come into trouble if they do which of the
following.

A. Treat everyone differently

 B. Treat everyone the same

C. Treat everyone mutually

D. A and B

E. None of the above

#38 Tom is a manager of the activities department of a hotel with a team of 10

employees. He sets the goals for the team for the week as he thinks that�s
easier for the team and himself, writes them out, leaves them on each team
member�s desk on Monday morning and then watches them closely. He takes
each person to one side when they make a mistake and coaches them on how to
improve their performance. At the end of the week he has a team lunch where he
praises the outstanding members and chastises the low performers so they feel
bad about their performance and are motivated to improve.

Based on the scenario above, which aspect or aspects of Tom�s behavior make
him an e ective leader? Choose from the alternatives below:

A. When employees make a mistake he talks them in private about that mistake.

B. He organizes a regular meeting so the team can get together each week.

C. He motivates employees to do better by using embarrassment as a strategy and correcting

them in public.

D. He provides personal coaching on how to improve performance.

 E. A, B and D

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#39 Forming relationships with your supervisors and co-workers will improve your
ability to work with them. How can you learn to relate to others in the workplace?

 A. Show respect, support and accept individual differences.

B. Focus on your responsibilities and leave others to do their jobs.

C. Spend time during work hours to discuss personal matters.

D. B and C

E. None of the above

#40 The positive side of a substantive con ict in terms of cooperation, is that if
approached in the right fashion it can help the two parties meet and cooperate
on a solution, otherwise known as a _____________.

A. Contract

B. Deal breaker

C. Handshake

 D. Win, Win

E. Verbal agreement

#41 Just like part of a whole, cooperation is part of ____________________.

 A. Teamwork

B. Time management

C. Character building

D. Attendance

E. None of the above

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#42 Cultivating cooperative co-worker skills leads to the development of

�������������������������������______________.

A. Happiness

B. Future promotion

C. Leadership skills

D. A and C

E. None of the above

Correct answer was: Leadership skills

#43 A good way to develop your own leadership style is to

�������������������____________ the leaders around you.

 A. Observe

B. Imitate

C. Go against

D. B and C

E. None of the above

#44 Based on what was stated in the Cooperation Module, it is important to see your
workplace as a _____________; everyone should be prepared to take the helm.

A. Department

B. Unit

 C. Ship

D. Car

E. None of the above

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#45 The words below generally mean:

Co-operate
Co-operation

 A. Cooperation

B. Creativity

C. Conflict

D. A and C

E. None of the above

#46 When we talk about employees being �onstage� ,where are they?

A. Participating in a meeting.

 B. Anywhere a customer can see and/or hear them.

C. Away from customers and the public eye.

D. In orientation

E. Entertaining the guest

#47 Which of the following are ways you can manage stress in the workplace:

1. Express your stressful feelings while doing something for a customer so you let
the feelings go immediately.
2. Get o stage away from customers so you can calm down.
3. Tell your customer or client about what is stressing you out if they ask you how
you are feeling.
4. Park your stress till you can get o stage and release it.

A. 1 and 4

B. 2 and 3

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 C. 2 and 4

D. 4 and 3

E. 1 and 3

#48 Personal problems should be:

A. Brought to work

B. Discussed with your team

 C. Left at home

D. None of the above

E. A and B

#49 In a _____________work environment, employees are happy and productive.

A. Diverse

B. Hospitaity

 C. Synergistic

D. Energetic

E. None of the above

#50 Using the rst four letters of the word TEAM, what is the best way to de ne
teamwork?

 A. Together Everyone Accomplishes More

B. Today Everyone�s Attitude Matters

C. Today Everyone Accomplishes More

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D. Together Everyone Acquires Money

E. Today Everyone Accepts Motivation

#51 You are having a short break in the employee lounge when you hear two of your
new teammates talking about your supervisor. �I can�t believe our supervisor, I
have only been here a week and she has put me in two doubles in a row and then
she is never around to help out. If you ask me, she is using us to do all the
work.�

Then they both turn to you to see what you have to say. What teamwork tip
should you use to help your teammates see bigger picture?

 A. Set a good example by not joining the gossip. Support your supervisor.

B. Empathize with your co-worker. Agree with them that the supervisor is never around to help.

C. Do not say anything. This is a lose- lose situation.

D. A and B

E. None of the above

#52 What should be your main goal in the hospitality workplace?

A. Move positions

 B. Promoting customer satisfaction

C. Getting a raise

D. Making profit

E. None of the above

#53 Eating in front of the guest should be done __________.

 A. Off stage

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B. On stage

C. Front stage

D. All of the above

E. None of the above

#54 Hospitality relates to the Latin term philoxenia, or ______________

A. Pineapple

B. Making people happy

 C. For the love of strangers

D. Creating memories

E. Guest service

#55 Three of the seven ways to develop a winning attitude are listed below. Which are
they?
1. Flexibility
2. Leave fun home
3. Adaptability
4. Beware of risks
5. Good judgment

 A. 1,3,5

B. 2,3,4

C. 1,4,5

D. 2,4,5

E. 1,2,5

#56 Choose the best answer based on the Teamwork module.

Teamwork is a valuable lesson in _______________.
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A. Hospitality

B. Human connection

 C. Humility

D. A and C

E. None of the above

#57 Based on the Teamwork module, what was stated that all successful team who
give great service have in common?

 A. The "a ha!"

B. The adversity

C. The advantage

D. The accolades

E. None of the above

#58 What can usually zap a team�s positive attitude?

A. The weather

B. The profit margin

 C. Negative circumstances

D. The second shift

E. None of the above

#59 A positive attitude is _____________.

A. Teamwork
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 B. Contagious

C. Creative

D. Comical

E. None of the above

#60 Every time you enter the �stage,� the choice is yours to always make a great
______________.

A. Day

B. Shift

 C. Impression

D. Habit

E. None of the above

#61 Cultural barriers are broken at hotels and resorts around the world every minute
of the day with a smile and one simple word:

A. Hello

B. Culture

C. Diversity

D. Celebrate

 E. Welcome

#62 Diversity simply means:

A. Same

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 B. Different

C. Opposite

D. Neutral

E. None of the above

#63 A respectful workplace does the following except:

A. Incorporates

 B. Judges

C. Values

D. Seeks

E. None of the above

#64 We tend to gravitate toward people that are __________.

A. Different

B. Similar

C. Like minded

 D. B and C

E. A and C

#65 If we avoid our customers because they are di erent, we will eventually lose
those customers and their business. The same rule also applies to
________________.

A. Hospitality

 B. Our team and co-workers

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C. Understanding culture

D. All of the above

E. None of the above

#66 In the Celebrating Diversity session, what is the country presented that is a true
example of how to celebrate diversity.

A. Morocco

 B. Mauritius

C. Macedonia

D. Macau

E. None of the above

#67 Celebrating diversity being when you can look into someone�s eyes and see
their _________.

A. Color

B. Race

 C. Heart

D. Thoughts

E. None of the above

#68 In order to be productive, a diverse workplace requires a leader who can

encourage ____________ and _____________.

 A. Tolerance, respect

B. Respect, diversity

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C. Tolerance, stereotyping

D. Respect, judgments

E. None of the above

#69 The more ____________ a workforce is the more _____________ they are.

A. Alike, productive

B. Diverse, unproductive

 C. Diverse, productive

D. Productive, alike

E. None of the above

#70 When interviewing a prospective employee from another country we have to

make sure that our ___________ don�t cloud our judgment regarding that
person�s quali cations.

 A. Prejudices

B. Professions

C. Languages

D. Mannerisms

E. None of the above

#71 An organization celebrates diversity when it:

A. Incorporates mutual respect, acceptance, teamwork, and equal opportunity among people
who are diverse in the dimensions of human difference.

B. Values and celebrates human differences as a competitive advantage.

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C. Seeks out and incorporates into the business systems the interests, contributions, and
values of members of diverse groups.

D. Mentors and builds relationship with all members.

 E. All of the above

#72 The hospitality workplace has become increasingly more ___________.

 A. Diverse

B. Complicated

C. Stoic

D. B and C

E. None of the above

#73 We need an open __________ and open heart. The more aware you are of the
various di erences between people and the prejudice and stereotypes that may
stem from those di erences, the more you will be able to lead by ____________ in
helping to create a positive work environment.

 A. Mind, example

B. Heart, example

C. Mind, others

D. Leader, example

E. Leader, character

#74 If you were going to hire a Diversity Manager, what qualities would you look for?

A. Values other�s culture

B. Responsible
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C. Compassionate

D. Good interpersonal skills

 E. All of the above

#75 What is one way you as a future manager can help your team learn more about
each other�s culture.

A. Only schedule like cultures together.

B. Engage in activities with coworkers from different cultural backgrounds, participate in

cultural celebrations, encourage celebrations of special events within the workplace.

C. Ask your coworkers to share special recipes for food or drinks, make them with your family
or bring them to share at work.

 D. B and C

E. A and B

#76 Even if the workplace causes negative, a person can still be __________________.

A. Positive

B. Successful

C. Professional

 D. All of the above

E. None of the above

#77 Failure is _________________.

A. Consistent

B. Avoidable

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 C. Unavoidable

D. Stressful

E. None of the above

#78 Failure can be ____________.

A. Avoidable

 B. Reversed

C. Preventable

D. A and B

E. None of the above

#79 You�ve heard of �falling down� but what does it mean to �fall up�? Which of
the following statement or statements best describe(s) the concept of �falling
up� or what happens when you �fall up�?

1. You keep on making the same mistakes over and over.

2. When you fail, you keep on persevering.
3. When you fail, you blame the situation and give up as you are wasting your
time.
4. When you fail, you learn from your mistakes and improve.
5. You are afraid of failing and so you don�t try to achieve big things.
6. When you don�t achieve your objective you keep a positive attitude and try
again.

A. 1,3,5

 B. 2,4,6

C. 4,5,6

D. 1,2,3

E. 3,4,5

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#80 Failure doesn�t occur when you fall down but when you ______________.

A. Get up

B. Fall up

 C. Stay down

D. A and C

E. None of the above

#81 There are many reasons why some people seem to achieve more than others, but
one main factor seems to make the most di erence. What is that?

A. Wealth

B. High morals and standards

C. Opportunity

D. Luck

 E. Attitude

#82 Of the statements below which one is a good example of a �falling up� style of
thinking?

A. What if my boss never notices how good I am?

B. If only my boss could notice how good I am.

 C. My boss has not noticed how good I am yet but he will because I am improving my skills
every day.

D. If only my boss would notice how good I am. But that�s not going to happen with so many
people in our department.

E. None of the above

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#83 If we keep setting goals that we are not likely to achieve we will spend our lives
setting ourselves up to _______.

A. Succeed

 B. Fail

C. Overpower

D. Defeat

E. Overcome

#84 As our world continues to become smaller and smaller through ________________,
individually, you can count on dramatic change both personally and
professionally.

 A. Globalization

B. Technology

C. Communication

D. Travel

E. None of the above

#85 What three things do you have control over in your life?

 A. What you think, what you say, and how you behave.

B. What you do, what you make, and how you behave.

C. What you say, what you do, and how you behave.

D. What you think, what you make, and how you say.

E. None of the above

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#86 In the Embrace Change Seminar, you were told a story from a basketball coach.
Based on the story, and what you learned in the module, complete the sentence
below.
There was a long silence. Finally one team member was bold enough to ask,
�Who�s Elmer McAllister? We never heard of him.� The coach snapped back,
�Of course you never heard of him, that is because he ____________.�

A. Perservered

 B. Quit

C. Fought back

D. Challenged

E. None of the above

#87 The ____________________ is one of the fastest growing industries in the world and
will continue to expand and change rapidly.

A. Hospitality Industry

B. Travel and Tourism

C. Service Industry

D. A and C

E. All of the above

Correct answer was: All of the above

#88 Successfully dealing with change means _____________ change.

A. Avoiding

B. Escaping

 C. Embracing

D. A and C
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E. None of the above

#89
There are no failures in life just tremendous ______________.

 A. Lessons

B. Regrets

C. Negativity

D. Disappointments

E. None of the above

#90 The top reasons people fail are which of the following:

A. A negative attitude.

B. Poor people skills.

C. A bad fit � trying to put a square peg in a round hole.

D. Lack of focus, poor information gathering.

 E. All of the above

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