8/11/18 Flashcards
Problem solving
In McDonald’s things can go from smooth to hectic in a split second. When this happens problems appear from different angles and it can be hard to control the situation. One time when I used my problem solving skills effectively was a few weeks ago during lunch time of course our kvs (kitchen visual screens 🙄) crashed. My first step was to analyse the situation and follow our trouble shooting guides, this was unsuccessful so I knew I’d have to phone our IT department to get them to reset our whole system. As it was busy I didn’t wan’t to leave the shift as it can be a lengthy process, so I have repositioned my crew and asked another manager to call this meant I could ensure everything and everyone else was ok while powering through this hurdle. After a few apologies and explanations to customers and thanks to the team we were back to normal. Situations like this are a learning experience, in McDonald’s everything will eventually go back to normal but it’s about keeping a cool and logical head.
Effective communication
In McDonalds, we aim to beat sales targets and records regularly. On September weekend, I set the challenge of beating our sales which currently stood at £1200. I made the target + £100 which insured it was achievable. to make sure the team could execute the challenge, I had to communicate my expectations of them. I did this by talking to all of the area leads and asked them to reiterate to the crew working in their stations. I made sure I was feeding thir progress back to them which motivated them to push themselves and each other. Due to effectivly communicating exactly what the expectations were, we managed to break the target by £167.
Personal Effectiveness
In my current position, it is not all that often where I have to use my first aid training but in June, a customer had accidentally spilled a coffee onto her grandchild. they were both visably upset, and a member of our dining staff pointed this out to me. The lady was trying to rinse her granddaughters arm in the sink in the customer toilets. At first the customer did not want help and she was very dismissive. I knew I had to stay confident and explain how I would help her. I calmed the girl down by saying I was taking her on a tour of the shop and this technique worked in my favour as I managed to cool her arm down in the kitchen cld water sink. I then got the girl an ice cream and a balloon and replaced the coffee wh was very grateful for me not just walking away when she dismissed me the first time. By me maintaining confidence in myself af in my first aid skills, I managed to take control of the sitation and follow the correct procedures.
Team work
Yes, every year, along with the fundraising team, I host a charity night in aid of RMHC Glasgow. Very quickly, we could see who was motivated and who wasnt which caused some tension within the group. Due to this tension, tasks werent being completed. Some of these included the non reserved venue, the missing prizes and undecided entertainement. I knew I needed to get the team working together again in order to host a successful night. We had a team meeting and split the tasks which needed to be done and everyone chose a task they were interested in. Eg. ticket designs and raffle donations. Once everyone was back on board and excited about their individual roles, it motivated us to fulfil our roles to the best of our abilities. We then had a successful event raising over £1000 for the charity.
Service Delivery
S. In McDonald’s my focus is customer service, and I alwasy try to exceed the expectations of our customers. A time that stands out in my mind would have to be when the schools went back after the summer holidays. A young boy had been left behind by his group who had visited the store after school. He appeared upset as he was talking to one of the crew members about how to get to the local high school the member of staff asked me to talk to him to calm the boy downand he later explained he wasn’t from the area and didn’t know his way home. He said there was a bus from the school but he didn’t know how to get there, I asked if he had a phone to give him directions but it was out of battery. I then explained the directions as simply as I could and reluctently left the boy to walk. I was uncomfortable letting him do this as he was still visibly upset. So I made the decision to run after him and give him a lift to the school.
The boy got home safe and the following day him and his mum came to the store to thank me. This made me feel that I did the right thing and gave me motivation to go above and beyond for other customers.
Effective communication 2
Yes, unfortunately I can. I will never forget the first time I had to tell someone they failed they probationary period.
I knew I had to deliver this professionally and with empathy and be prepared for the questions she may have.
We sat down in the office and I explained to her why she had failed and she understod that she had broken the terms f her employement but understandably, she was still upset.
Through me being empathetic and willing to help her with future references, we managed to turn a negative situation around into a more positive outlook.
Since then, I have continued to use this technique of turning a bad situation into a positive.
Job knowledge
My understanding of the job role is to organise, identify and record the disposal, return and removal of any contraband which is no longer required to be kept as evidence. Ensuring confidentiality is kept at all times, and maintaining the integrity or such items. Items such as; Animals Drugs Cars Firearms Documentation Standard Operating Procedure “SOP”
