CHS Communication and Documentation 5 — Questions and Answers
Question 1: Which is the BEST time to give an employee positive feedback for excellent guest service?
- At the annual performance review only
- Never, since good service is expected
- As soon as possible after the behavior, with specific details (Correct answer)
- Only if the guest writes a formal letter
Correct answer: As soon as possible after the behavior, with specific details
Prompt, specific praise reinforces the behavior you want to see repeated.
Question 2: A supervisor sends a message about a schedule change by email only, and several staff miss it. What is the most likely cause?
- The channel didn't reach all intended receivers (Correct answer)
- Email is never a valid channel
- The staff were intentionally insubordinate
- The message was too short
Correct answer: The channel didn't reach all intended receivers
Not all hourly staff check email regularly, so one channel may not reach everyone.
Question 3: What is the main purpose of a department communication log book?
- To store guest credit card information
- To pass on important information and unresolved issues between shifts (Correct answer)
- To replace the employee handbook
- To record employee personal complaints about coworkers
Correct answer: To pass on important information and unresolved issues between shifts
The log book keeps information moving between shifts so nothing important gets dropped.
Question 4: Which statement is an example of 'I' language that reduces defensiveness in a conflict?
- You always ignore my instructions
- You never finish your rooms on time
- Everyone knows you're the slowest
- I'm concerned that rooms on the third floor were not ready by 3 p.m. (Correct answer)
Correct 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.
Question 5: How long should a supervisor generally keep incident and accident reports?
- Only until the guest checks out
- Until the end of the shift
- According to company policy and legal retention requirements (Correct answer)
- They should be destroyed right away to protect privacy
Correct answer: According to company policy and legal retention requirements
Retention periods depend on company policy and laws such as OSHA recordkeeping rules.
Question 6: During a performance appraisal, what should a supervisor do to keep communication two-way?
- Discuss other employees' performance for comparison
- Invite the employee to share self-assessment, questions, and goals (Correct answer)
- Avoid eye contact to stay neutral
- Read the evaluation aloud and end the meeting
Correct 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.
Question 7: Which of the following is a common cause of poor listening?
- Maintaining eye contact
- Asking clarifying questions
- Taking brief notes
- Prejudging the speaker or message (Correct answer)
Correct answer: Prejudging the speaker or message
Prejudging leads listeners to tune out before they've heard the full message.
