Communication and Documentation Flashcards

Which is the BEST time to give an employee positive feedback for excellent guest service?

Answer: As soon as possible after the behavior, with specific details

Prompt, specific praise reinforces the behavior you want to see repeated.

A supervisor sends a message about a schedule change by email only, and several staff miss it. What is the most likely cause?

Answer: The channel didn't reach all intended receivers

Not all hourly staff check email regularly, so one channel may not reach everyone.

What is the main purpose of a department communication log book?

Answer: To pass on important information and unresolved issues between shifts

The log book keeps information moving between shifts so nothing important gets dropped.

Which statement is an example of 'I' language that reduces defensiveness in a conflict?

Answer: I'm concerned that rooms on the third floor were not ready by 3 p.m.

'I' statements focus on the speaker's concern and the specific issue instead of attacking the person.

How long should a supervisor generally keep incident and accident reports?

Answer: According to company policy and legal retention requirements

Retention periods depend on company policy and laws such as OSHA recordkeeping rules.

During a performance appraisal, what should a supervisor do to keep communication two-way?

Answer: Invite the employee to share self-assessment, questions, and goals

Asking for the employee's input makes the appraisal a dialogue and builds commitment to goals.

Which of the following is a common cause of poor listening?

Answer: Prejudging the speaker or message

Prejudging leads listeners to tune out before they've heard the full message.