HRM 13 – ROOMS DIVISION MANAGEMENT

SECOND PRELIM EXAMINATION

JEHAN D. CERCADO

General Directions: Write all your answers in your test booklet. Do not write anything
on the test questionnaire.

TEST I: IDENTIFICATION (5 Items, 2 pts. each)

Instruction: Identify what is being asked below. STRICTLY NO ERASURE.

1. This helps you to be clear in your communication, and to avoid blaming,

making realizations, or using other communication blocks?
2. The grounding for all of the skills that you can draw on to resolve conflict is
your ________.
3. Is the chatter that goes on constantly in our minds.
4. This shows that you are really listening to someone and that actually helps you
actually to listen.
5. When you use this, you paraphrase what the person has just said to you.

TEST II: ENUMERATIVE ESSAY (15 items, 2 pts. each)

Instructions: Answer the following questions below.

1. Guidelines for reflecting (5)

2. Steps to Resolving Customer Complaints (4)
3. The Process of Confronting (5)

TEST III: ESSAY (2 items, 10 pts. each)

Instructions: Read carefully the given questions and write your answer to the
best of your ability.

1. How to deal with anger or other High Emotions?

2. Do you think self-talk is beneficial? Why or why not?

RUBRICS

9-10 7-8 6-5 3-4 2-1

The student was The student The student The student The student
able to discuss was able to was able to was able to was able to
the topic discuss the discuss the discuss the discuss the
EXCELENTLY topic VERY topic WELL topic FAIRLY topic
WELL POORLY

“Success is not the key to happiness. Happiness is the key to success. If you love what

you are doing, you will be successful.”  

Herman Cain
GOD BLESS AND GO OD LUCK! 