It is ethically acceptable for a hotel to charge guests for services they did not receive as long as the hotel is busy.

People receiving a message must interpret the message and the intent of the sender. Since many messages are vague or incomplete, it is easy to jump to inaccurate conclusions about what is being said.

Who are the “internal” customers?

A manager wants to identify all possible reasons why guest complaints about slow service are increasing. How would a cause-and-effect diagram (also called a fishbone diagram) help?

A guest complains loudly that his orange juice was not, as the menu claimed, fresh-squeezed, but was in fact a concentrate product with an inferior taste. You know that the orange juice was fresh-squeezed that morning, but agree to deduct the price of the orange juice from his bill anyway. Which conflict-management strategy did you pursue?

____________ is the formal power granted by the organization to a management position.

Several tools exist to help teams come up with ideas, but one of the most commonly used is ___________ .

Which of the following statements is true about the planning function of management?

The management team at Harborview Hotel has just been formed to plan a new conference center. In the first few weeks, team members frequently argue over responsibilities, disagree on priorities, and challenge the manager’s ideas. Some tension arises, but the team is trying to figure out how to work together effectively. Which situation in this case study best represents the Storming stage of team development?

Bob is a salesman for John Deere. He is currently working with a customer more interested in purchasing a used combine than a new one. The customer has expressed to Bob that the bad economy has hurt him. Which step in the Hierarchy of Human Needs does Bob’s customer fit in?