Caterer Client Relations N5 — Document
June 2018 — N5 — Caterer Client Relations
N5
2018
Nated Hospitality
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Q1— Section header —
1.1Various options are given as possible answers to the following questions. hoose the answer and write only the letter (A D\ ne xt to the question number (1.1.1
1.1.5\n the ANSWER BOOK.
1.1.1To motivate a person is to now the manager
1.1.2What is it called w hen manager allocates duties, authority and responsibility to subordinates with the purpose of easing the manager
1.1.3What should you be prepared to do w hen serving clients? Be l azy Walk
1.1.4Which management task is stated to be the basis of all the management tasks
1.1.5When dealing with a complain , which of the following actions is appropriate?
1.2Indicate whether the following statements are TRU or FALSE Choose the answer a nd
1.2.10\the ANSWER BOOK.
1.2.1If the invitation state 19:30 for 20:00, one may arrive anytime between the time stated.
1.2.2As you are worki ng for commission, it is permissible for one to steal one's colleagues clients.
1.2.3If it is impossible to reach something at the end of the dinner table, you may stretch to get it
1.2.4Always be tactful and control your temper even when d ealing with the most difficult clients.
1.2.5The uest of honour arrives last and leaves first
1.2.6One should manipulate one colleagues to allow one self the best deals.
1.2.7It is woman s privilege to extend her hand in greeting.
1.2.8As an employee one should be supportive and helpful to one's employer.
1.2.9When serving clients, one should be prepared to walk the extra mile.
1.2.10
1.3Choose a word (s\ from COLUMN B that matches a description in COLUMN A. rite only the letter (A E\next to the question number (1.3.1
1.3.5\ the ANSWER BOOK. COLUMN A COLUMN B
1.3.4.3.5 roper and correct behaviour regarding personal grooming, dress and de corum When the perceived, experienced
1.4Choose the correct word from those given in
1.4.4\the ANSWER BOOK.
1.4.1One should strive to be ( subjective/ objective\when dealing with pr oblem situations.
1.4.2One should focus on the (facts/person\ during a conflict situation.
1.4.3One should be (aggressive/assertive\in your approach during conflict.
1.4.4
1.5Determine which of the following is an example of ositive or egative result of conflict.
1.5.3in the ANSWER BOOK.
1.5.1Maria is on go slow since the manager addressed her poor work performance.
1.5.2The conflict between two restaurants resulted in very favourable food specials.
1.5.3After Mr Bol ton was dissatisfied with service at your restaurant, he left to eat at a different restaurant.
Q2— Section header —
2.1Why is effective communication so important when doing the following?
2.1.1Dealing with a complaint from a client (2\
2.1.2Responding to an enquiry (2\
2.2Explain the difference between functional and dysfunctional conflict and give an example of each. (6\
2.3Employee s should know how to address problems with management. What would you as an employee do
2.3.1You feel that you are wrongly accused of poor conduct. Would you lodge a grievance or start disciplinary procedure (2\
2.3.2Motivate your answer to QUESTION
2.3.1and distinguish clearly between the TWO procedures (4\
2.4State FOUR requirements for successful planning (4\
2.5In a large organisation it is important for one p erson to make all the decisions. Authority and responsibility need to be delegated to subordinates to enable them to make certain decisions and perform tasks.
2.5.1Name THREE elements of delegation (3\
2.5.2Name FIVE principles of delegat ion required in the work situation (5\ 10070295
2.6Communication can be defined as a tow way process whereby information is sent from one person through a channel to another who in turn reacts by providing feedback. Identify the seven elements of communica
2.7Give TWO examples of the following as applicable to the hospitality industry.
2.7.1Written communication (2\
2.7.2Oral communication (2\
2.8Name FOUR ways in which the success of communication can be measured (4\
2.9Define the following terms:
2.9.1Evaluation
2.9.2Verbal communication
2.9.3
2.10Give ONE example of on verbal communication that illustrate the emotion of sadness
Q3— Section header —
3.1Rose, a new consultant, se ts high un attainable standards, is aggressive and domin eering
3.2If one realize that s/he may have a problem with self
3.3Give TEN hints to help one manage str ess level
3.4Mavis answers the telephone in the office. Explain to Mavis how she should respond to a call. List FOUR words that she
3.5Define the term tiquette (2\
3.6Give FIVE tips on personal care that one should adhere to (5
3.7Explain why the following may cause problems in intercultural communication and give client service
3.7.1Ethnocentricity
3.7.2Perception
3.7.3Stereotyping
3.7.4
3.8Explain why one should be knowledgeable about the following ma tters with regard to orders
3.8.1Territoriality
3.8.2Time
3.8.3
Q4— Section header —
4.1Effective communication is to get a sender's exact idea s across to a recei ver. The writer must know and understand words and their meanings.
4.1.1State THREE functions of language. (6\
4.1.2Give F IVE hints on taking down telephone message 10
4.2Define the following terms
4.2.1Quotations 4.
2.2Telephone message
4.2Business letter
4.2Price li
4.2
4.3You have been appointed as assistant restaurant manager ne of your duties is to help with menu development. Use the list of items below t esign/develop a THREE course
Topics Identified
2
LeadershipBusiness Plan
Mark Allocation
Total200 marks
Sections50 + 50 + 50 = 150 marks
Paper information
TitleDocument
SubjectCaterer Client Relations
LevelN5
Document typeQuestion paper
Year2018
MonthJune
Pages9
Downloads5
Examination context
Decade2010s
Years ago8y
SeasonWinter (SH)
Start dayFriday
Exam periodJune 2018
Days since exam3,055
About Caterer Client Relations examination preparation
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