Human Relation 2015 past paper

Exam Year:2015

DIPLOMA IN BANKING TECHNOLOGY
DIPLOMA IN FOOD AND BEVERAGE PRODUCTION,
SALES AND SERVICE MANAGEMENT
MODULE III
1. (a) Explain the meaning of the following terms:
i. Human relations; (2 marks)
ii. Social organizations. (2 marks)
(b) Highlight four factors that make individuals in the workplace different.( 4 marks)
(c) Explain the meaning of the following:
i. Personality (2 marks)
ii. Employee morale ( 2 marks)
(d) Highlight four reasons for empowering employees ( 4 marks)
(e) Identify four characteristics of a leader. (4 marks)
2. ( a) (i) Distinguish between McGregor’s Theory X and Y managers (4 marks)
(ii) Explain how a theory Y manager achieves positive results from employees.(6 marks)
(b) Enumerate five ways managers may destroy morale. ( 10 marks)
3. ( a) (i) Illustrate Maslows hierarchy of needs (4 marks)
(b) (ii) When dealing with employees, managers must understand that people cannot fulfill higher order needs before lower order needs. Explain ( 6 marks)
4. (a) Explain four characteristics management would look for in staff seeking promotion( 8 marks)
(b) (i) Explain the meaning of the term bureaucracy ( 2 marks)
(ii) Using Max Weber’s theory , explain five characteristics of a bureaucratic organization( 10 marks)
5. (a) Highlight advantages of groups in the workplace. (10 marks)
(b) Explain five factors of motivation and how each motivates employees to higher performance. ( 10 marks)
6. (a) (i) Explain the meaning of the term “stress” in the workplace. (2 marks)
(ii) Explain four causes of stress in the workplace (8 marks)
(b)(i) Explain the meaning of the term diversity in the workplace. (2 marks)
( ii) Explain four benefits of diversity in a hospitality establishment (8 marks)



More related baking technology past papers