1. Answer: creativity

32. Answer: YES
Explain One reason for high staff turnover in the hospitality industry is poor morale.
– Key words: one, reason, high staff turnover, hospitality industry, poor morale
– Paragraph 4 refers to “high employee turnover” in the hospitality industry. As we know from question 31, “compromised employee morale” is given in paragraph 4 as one reason for high employee turnover in the hospitality industry. The word „compromised‟ here suggests that employees are not very motivated to do their work, so we can also call it „poor morale‟. The correct answer is YES.
33. Answer: NO
Explain Research has shown that staff have a tendency to dislike their workplace
– Key words: research, staff, tendency, dislike, workplace
– According to Spector et al in paragraph 6, “no evidence exists to support this hypothesis”. The said hypothesis is that employees have “a predisposition to view their work environment negatively”. In other words, employees have a tendency to dislike their workplace.
– Because there is no evidence, it cannot be said that this hypothesis is shown or proven by research. The answer is, therefore, NO.
o Tendency = predisposition
o Dislike = view negatively
o Workplace = work environment
34. Answer: NO
Explain An improvement in working conditions and job security makes staff satisfied with their jobs
– Key words: improvement, working conditions, job security, makes, staff, satisfied,
– We can find information relating to „working conditions and job security‟ in paragraph 9. According to Herzberg, when these are not good, employees may be dissatisfied. However, fulfilling factors like working conditions and job security alone “does not result in satisfaction” so the statement contradicts the writer‟s claims.
35. Answer: NOT GIVEN
Explain Staff should be allowed to choose when they take breaks during the working day.
– Key words: staff, allowed, choose, breaks, working day
– In the last paragraph, it is stated that “allowing adequate breaks during the working day” is a way to retain good staff. However, this does not mean that staff should be allowed to choose when they take breaks. The statement is therefore NOT GIVEN.