Download PGA PGM Level 3 3.0 Exam with 100% Correct Answers 2024/2025 and more Exams Service Management in PDF only on Docsity!
Recommended guideline a manager should use if an employee's performance differs from the expected? - Correct answer-Address and find mutual agreement How should resources be allocated to avoid overwhelming a performer? - Correct answer-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? - Correct answer-Take a specific direction A team member sets the holes correctly and is assigned this task routinely. What is the result of this? - Correct answer-Reinforced the desired outcome How should the GM use significant work when telling the merchandiser to spot audit due to shrinkage? - Correct answer-Explain feedback and consequences How can managers communicate that they want to work with the performer to ensure success? - Correct answer-Feedback is clear What guidelines apply when a manager uses the supporting strategy? - Correct answer- Capable and motivated What guideline is used with the convincing strategy because the employee is resistant?
- Correct answer-Help overcome resistance and give resources to do the job What strategy is used by the head pro when requested solutions by his assistant? - Correct answer-Supporting What strategy is used with employees who are experienced but unwilling? - Correct answer-Involving What action increases the chances of finding a solution that satisfies all parties? - Correct answer-Address the problem early During joint problem solving, why is it important to state the problem in relation to the expectations? - Correct answer-To avoid blame What manager behavior is appropriate during termination? - Correct answer- Considerate, clear, decisive
PGA PGM Level 3 3.0 Exam with 100%
Correct Answers 2024/ 2025
F&B uses internal control to keep the operation functioning smoothly; what are the characteristics? - Correct answer-Measure, evaluate, act What is food cost control? - Correct answer-Management and procedures to regulate costs What is the most important consideration when forecasting number of staff and scheduling? - Correct answer-Provide the service, minimal payroll Which condition enhances the benefits of mental practice? - Correct answer- Cognitive hypothesis What is an effective means to help a beginner use motor imagery to improve? - Correct answer-Combine with physical performance What optimizes performance when combining mental and physical practice? - Correct answer-Recall past shots, execute prior memory What conditions lead to greater learning transfer? - Correct answer-Same/similar conditions What approach is recommended to optimize learning transfer of a golf skill? - Correct answer-Transfer skill at similar level in transfer learning What are two major ways to structure swing change movements through rehearsal? - Correct answer-Skills practice and transfer practice What should a coach do when a student gets mad a swing change does not work? - Correct answer-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? - Correct answer-Positive self-talk What are the benefits of an effective pre shot routine? - Correct answer-Stay in the present, prepare, manage emotions What is recommended immediately after a poor shot is hit? - Correct answer- Identify the flaw What pre shot routine problem could cause a poor shot outcome? - Correct answer-Lie, distance, club How should players use the post shot routine to achieve focus on playing the game? - Correct answer-Accept it, ask why
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? - Correct answer-Consequences What interpersonal skill should a manager use when discussing agreed upon expectations? - Correct answer-State your purpose clearly How does discretionary enforcement of policies contribute to the motivation of performers? - Correct answer-Demotivates The employee uses more skills to complete a task is. - Correct answer-Skill variety When the performer is involved in the task from beginning to end? - Correct answer- Whole task The performer is given a task that has real significance. - Correct answer- Significant work The performer has the freedom to determine the best way to work. - Correct answer- Autonomy How should the GM use significant work when directing the merchandiser to do spot audits? - Correct answer-Explain the feedback and consequences What is used when the HP gives freedom to the AP to run the member guest? - Correct answer-Autonomy How can managers communicate they want to work with the performer to ensure success in the task? - Correct answer-The feedback is clear What two factors determine the delegation of a task? - Correct answer- Willingness and capability Enthusiastic and unexperienced? - Correct answer-Directing Enthusiastic and experienced? - Correct answer-Supporting Unenthusiastic and experienced? - Correct answer-Involving Unenthusiastic and unexperienced? - Correct answer-Convincing What guideline is taken when the convincing strategy is used due to resistance? - Correct answer-Help overcome resistance and give resources to do job What is used when the HP only offers solutions when requested? - Correct answer- Supporting
What is the managers role in the supporting strategy? - Correct answer-Give control to performer What increases the changes of finding a solution that satisfies all parties? - Correct answer-Address the problem early How can a manager identify if a problem continues to exist after an agreed upon course of action? - Correct answer-Establish a timetable for follow up During joint problem solving, what is the managers role when identifying resolutions to a problem? - Correct answer-Ensure clear expectations and how to achieve them What is the managers involvement in the follow up process so important? - Correct answer-Shows commitment to solving the problem Why is it important the manager state the concern in relation to the expectations for the job? - Correct answer-To avoid blame What must the manager and employee agree upon in joint problem solving? - Correct answer-Specific actions What is one of the mangers goals in joint problem solving? - Correct answer- 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? - Correct answer-Stage 3, Final Decision Making What is the timetable difference between reinforced and joint problem solving? - Correct answer-Shorter because the problem is urgent How is the managers demeanor during reinforced problem solving? - Correct answer- Mentor, be more assertive What is used during the final decision-making stage? - Correct answer- Directing strategy What action step is different in final decision and reinforced problem solving? - Correct answer-Written expectations What behavior is expected in the termination stage by the manager? - Correct answer- Clear, considerate, decisive What stage determines if the employee met agreed upon expectation? - Correct answer-Stage 4, Termination
When is mental practice and motor imagery most effective? - Correct answer-When used with physical practice What is the best way for beginners to improve shot performance? - Correct answer- Combine mental and physical practice What makes cognitive hypothesis an effective learning tool? - Correct answer-Helps identify what to do and where to focus attention What enhances the benefit of mental practice? - Correct answer-Cognitive hypothesis What optimizes performance when combining mental and physical practice? - Correct answer-Recall past shots, execute prior memory What is retroactive transfer? - Correct answer-Subsequent learning of a skill to perform a previous skill What is expected when old neural networks positively transfer to new swing movements? - Correct answer-Easier to learn, less practice What two ways to structure swing change movements through rehearsal? - Correct answer-Skills practice and transfer practice What should a teacher do when a student is mad when a swing change is not working?
- Correct answer-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? - Correct answer-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? - Correct answer-Trust and swing What are the benefits of an effective pre shot routine? - Correct answer-Stay in the present, prepare, manage emotions What should be included in the post shot routine following a good shot? - Correct answer-Logical self-talk What is the immediate post shot routine for controlling emotions after a poor shot? - Correct answer-Identify the flaw What pre shot routine problem could cause a poor shot outcome? - Correct answer- Club, distance, target, alignment How should players use the post shot routine to achieve focus of playing the game? - Correct answer-Accept the shot, manage emotions
How should a teacher respond to a lesson getting off track? - Correct answer- Accommodate the changes and meet the challenges What is included in long term player development? - Correct answer-Written programs, timeline What is the purpose of instruction from long term planning? - Correct answer- Goals that translate to performance What role does technology play with assisting ball flight in a lesson? - Correct answer- Helps identify the error What feedback does technology provide? - Correct answer-Augmented What distance will a 1-degree change hit the edge instead of the center of the hole? - Correct answer-10 feet What described the launch of the ball? - Correct answer-Angle, spin, speed What describes the club at impact? - Correct answer-Centeredness, path, loft What occurs when teachers mentally review their instruction? - Correct answer- Reflective teaching How often should teachers reflect? - Correct answer-Daily What is the least reliable way to ascertain a teacher's skills? - Correct answer-Directed observation What pays the biggest dividend when improving teaching? - Correct answer- Systematic observation What do routines allow teachers to do? - Correct answer-Make fewer decisions in lesson, focus on learning Golf is shifting to what target? - Correct answer-Entire families What is overlooked by many teachers? - Correct answer-The value of their teaching program What do many teachers prefer to do before going on course? - Correct answer-Observe different shots What is beneficial when determine where to start a student? - Correct answer-Skill level and experience
When should a manager address gaps in performance? - Correct answer-Find a mutual agreement for both parties What expectations should a manager's performance standards effect? - Correct answer-Staff initiative What resources are needed to carry out facility's mission? - Correct answer- Material, physical, human, time based, financial A hydraulic leak is discovered on the green, what amplifier is needed? - Correct answer- Feedback What is the information, circumstances, or events that signal a performer to act? - Correct answer-Input An employee is routinely late for the morning shift and gets reassigned to the afternoon. What is the problem? - Correct answer-Negative action to a positive consequence, behavior won't stop What is the guideline for effective feedback? - Correct answer-Cleary, time based, unbiased What guidelines apply when using the directing strategy? - Correct answer- Clear instructions and steady feedback The convincing strategy is best used with what employee? - Correct answer- Unfamiliar and hesitant What strategy makes the task easier for the hesitant performer to complete? - Correct answer-Convincing What is used for an experienced but hesitant employee? - Correct answer- Involving What does a manager do if they ignore the problem and hope it goes away? - Correct answer-Inaction What happens when a manager makes false assumptions? - Correct answer- Assume the performer is the cause What is the first step in reinforced problem solving? - Correct answer-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? - Correct answer-Resignation A semi private facility should try to? - Correct answer-Break even, small profit
What distinguishes a profitable facility? - Correct answer-Money customers spend Profitability is the goal of a? - Correct answer-Privately managed facility Service is the goal of a? - Correct answer-Equity facility Two different entrees feature the same product, this is? - Correct answer- Differentiated product What way does the skills and experiences with FB enhance the golf pros career? - Correct answer-Knowledge of the performance, mission, objectives What items are used to determine cost of a recipe? - Correct answer-Cost of each element and # of servings What does a budget for an FB look like? - Correct answer-Timeline, roster, statement of purpose What is associated with higher levels of service? - Correct answer-Higher labor costs What defines good service? - Correct answer-Food at right temperature and in a timely manner How is good quality service determined? - Correct answer-Customer expectations and financial stability Why must the event coordinator be familiar with the FB offerings? - Correct answer- Meet customer needs without making false promises A teacher determines a student relates best to internal motor imagery. What is best used? - Correct answer-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? - Correct answer-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? - Correct answer- Proactive transfer What determines the transfer of golf skill learning? - Correct answer- 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? - Correct answer-Response generalization
What is a disadvantage of directed observation? - Correct answer-Based on the observer's skill level What improves the relationship between teachers and facility decision makers? - Correct answer-Good communication on the impact of teaching What is the impact of properly matched shafts? - Correct answer-Return to impact consistently What does 1 inch mean in swing weight? - Correct answer-6 pts What adds 4 grams to the club head? - Correct answer-2 pts What is the best way to compensate for poor lie angle? - Correct answer- Length What improves putter for less skilled players? - Correct answer-Higher MOI What influence does lie angle have on ball flight? - Correct answer-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? - Correct answer-2 * Which club plays more upright as a result of changing from a shorter club to a longer club? - Correct answer-Longer, driver What is the result of having a lower deflection point? - Correct answer- More bow = higher launch Club make up should result from? - Correct answer-Course set up and conditions What affects the direction of a putt? - Correct answer-Lie angle What influences the putter loft fitting? - Correct answer-Stroke tendency What effect is made by shortening a driver 1.5"? - Correct answer-Down 9 pts, accuracy and flatter lie What is the result of a teacher teaching with ill fitted equipment? - Correct answer- Swing fits equipment
