SUPERVISION AND TRAINING

Transcription

1 SUPCRE2 NOVEMBER 2013 EXAMINATION DATE: 13 NOVEMBER 2013 TIME: 14H00 16H00 TOTAL: 100 MARKS DURATION: 2 HOURS PASS MARK: 40% (VOC-1203) SUPERVISION AND TRAINING THIS EXAMINATION PAPER CONSISTS OF 4 SECTIONS: SECTION A: CONSISTS OF: (i) 10 MULTIPLE-CHOICE QUESTIONS (10 MARKS) (ii) 5 TRUE OR FALSE QUESTIONS (10 MARKS) (iii) 10 MATCHING-STATEMENT QUESTIONS (10 MARKS) SECTION B: SECTION C: SECTION D: CONSISTS OF 3 SHORT QUESTIONS CONSISTS OF 4 LONG ANSWER QUESTIONS CONSISTS OF 3 INTERPRETATIVE QUESTIONS ANSWER ANY ONE OF THE QUESTIONS (10 MARKS) (40 MARKS) (20 MARKS) INSTRUCTIONS: 1. Read the following instructions carefully before answering the paper, as failure to act upon them will result in a loss of marks. 2. Write your answers in your answer book, which is provided in the exam. 3. Ensure that your name and student number are clearly indicated on your answer book. 4. Write your answers in either blue or black ink in your answer book. 5. Read each question very carefully before you answer it and number your answers exactly as the questions are numbered. 6. Begin with the question for which you think you will get the best marks. 7. Note the mark allocations for each question give enough facts to earn the marks allocated. Don't waste time by giving more information than required. 8. You are welcome to use diagrams to illustrate your answers. 9. Please write neatly we cannot mark illegible handwriting. 10. Any student caught cheating will have his or her examination paper and notes confiscated. The College will take disciplinary measures to protect the integrity of these examinations. 11. If there is something wrong with or missing from your exam paper or your answer book, please inform your invigilator immediately. If you do not inform your invigilator about a problem, the College will not be able to rectify it afterwards, and your marks cannot be adjusted to allow for the problem. 12. This paper may be removed from the examination hall after the examination has taken place. DAMELIN CORRESPONDENCE COLLEGE NOVEMBER 2013 PAGE 1 OF 9

2 SECTION A (30 MARKS) (i) MULTIPLE-CHOICE QUESTIONS Choose the correct option for each of the following. Write only the question number and your chosen answer. For instance, if you think that the correct answer for number 1 is, then write it as Allocating waiters to service the tables in a restaurant is an aspect of the function. planning organising leading controlling 2. The food and beverage manager will make use of his or her by using the available resources in order to get his or her job done. responsibility authority accountability ingenuity 3. Trade union rights are laid down in which legislation? Common law Basic Conditions of Employment Act Labour Relations Act Employment Equity Act 4. Which one of the following would fall under departmental induction? introducing the establishment's mission, vision and objectives staffing structure safety procedure handling customer complaints 5. How many parties are involved in the labour relationship? one two three four 6. Which type of power would enable the supervisor to give or withhold information? expert power personal power coersive power physical power DAMELIN CORRESPONDENCE COLLEGE NOVEMBER 2013 PAGE 2 OF 9

3 7. With which leadership style is high trust associated? telling style selling style delegating style participating style 8. Which dispute resolution mechanism would make a decision legally binding upon both parties? conciliation mediation negotiation arbitration 9. is / are responsible for operational plans. Employees Supervisors Middle management Top management 10. A grievance procedure is a form of communication. horizontal downward upward lateral [10] (ii) TRUE OR FALSE QUESTIONS Indicate whether the following statements are True or False. Motivate all your answers. 1. Effective listening is important for self-development. 2. If an employee is dissatisfied with a disciplinary appeal outcome, he or she has the right to take the matter to the Labour Court. 3. 'What is the purpose of having clean hands before working with food?' is a poor question to ask during training. 4. The establishment will not be able to co-ordinate its activities without supervisors. 5. Adults study to gain psychological knowledge. [5 2 = 10] DAMELIN CORRESPONDENCE COLLEGE NOVEMBER 2013 PAGE 3 OF 9

4 (iii) MATCHING-STATEMENT QUESTIONS Match the statements in Column B to the terms in Column A. Write down the answers only, for example 1.. Column A Column B 1. number of people supervised active experience 2. basis of legal procedures job description 3. basis of laws job specification 4. information about the job workplace forum 5. learning by participation (e) constitution 6. information channelling (f) span of control 7. guide for decision-making (g) behaviour 8. information about the personal requirements for a job (h) policy 9. everything a person says and does (i) senses 10. employee participation (j) common law [10] [30] DAMELIN CORRESPONDENCE COLLEGE NOVEMBER 2013 PAGE 4 OF 9

5 SECTION B: SHORT QUESTIONS (10 MARKS) QUESTION 1 Explain your understanding of a budget. [4] QUESTION 2 Some restaurants have become unionised and have concluded separate agreements with unions. What are these agreements called? [2] QUESTION 3 Identify the barriers to acceptance which could arise in the communication process. [4] [10] DAMELIN CORRESPONDENCE COLLEGE NOVEMBER 2013 PAGE 5 OF 9

6 SECTION C: LONG ANSWER QUESTIONS (40 MARKS) QUESTION 1 As a trainer, it is your task to help trainees acquire new skills as quickly and successfully as possible. Task analysis is one of the most powerful tools enabling you to achieve this result. Briefly describe how you would go about doing a task analysis. [10] QUESTION 2 During planning, good goals should be set for employees. Identify and describe five aspects to consider when setting goals. [5 2 = 10] QUESTION 3 As a supervisor, you need to develop a positive self-image. You must learn to be assertive, but not aggressive. Discuss this statement, explaining your understanding of the difference between assertiveness and aggressiveness. [10] QUESTION 4 Amongst other areas of labour law, supervisors are bound by the contract of employment and rules and regulations. Describe your understanding of these two areas in the employer-employee relationship. [10] [40] DAMELIN CORRESPONDENCE COLLEGE NOVEMBER 2013 PAGE 6 OF 9

7 SECTION D: INTERPRETATIVE QUESTIONS (20 MARKS) ANSWER ONE OF THE QUESTIONS QUESTION 1 "I've got real issues with Van Winkel's performance". Planning, organising, leading and controlling are the main tasks of a supervisor. Briefly describe your understanding of controlling. (1) Observing and monitoring performance is one of the aspects of controlling human resources. Identify five sources from which you can gather information on the employee's actual performance. (5 2 = 10) Explain the factors that will influence the frequency of the monitoring of a staff member. (3 2 = 6) Describe your responsibility as supervisor in responding to unacceptable work by a staff member. (3) [20] OR DAMELIN CORRESPONDENCE COLLEGE NOVEMBER 2013 PAGE 7 OF 9

8 QUESTION 2 Training staff is a vital function of a supervisor, particularly in service industries, such as the hospitality industry. Explain your understanding of a training need. (2) Identify and describe the reasons why training needs arise. (18) [20] OR DAMELIN CORRESPONDENCE COLLEGE NOVEMBER 2013 PAGE 8 OF 9

9 QUESTION 3 A disciplinary procedure is a procedure used by management or supervisors to communicate their dissatisfaction with performance or conduct. The aim of the procedure is to correct employees' behaviour rather than punish, and it places emphasis on fairness. Identify the parties attending a disciplinary hearing. (7) Explain your understanding of a fair disciplinary hearing. (11) Describe the type of person who should chair the disciplinary hearing. (2) [20] [20] Section A: 30 marks Section B: 10 marks Section C: 40 marks Section D: 20 marks TOTAL: 100 MARKS DAMELIN CORRESPONDENCE COLLEGE NOVEMBER 2013 PAGE 9 OF 9