Work Effectively with Others Flashcards
How can one show their care for personal presentation?
Personal hygiene
Grooming
Uniform care
What are four personal factors which can affect everyday work? Name an example if each
Attitude- negative or positive
Values- religion (working on sundays, serving meat)
Opinions- healthy
Ethics- meat
Why is a maintenance of currency essential?
Ensures staff keep up to date with their knowledge and are flexible to work in new ways
What is a workplace strategy to maintain currency?
Regular staff meetings
TAFE training
Mentoring younger staff members
What is the value of feedback to an individual worker?
Allows them to improve
What is the value of feedback to a workplace?
Identifies problems, eliminates them
What is the value of feedback to an industry?
Improves business relationships, productivity and perception of industry
What are the three sources of feedback?
Personal reflection
Formal/ informal
Direct/ indirect
What is the communication process/ cycle
- Sender think about what needs to be communicated
- Sender transmits this information
- Receiver thinks
- Receiver sends message back
What are the types of communication?
Verbal
Non-verbal
Written
What makes an effective communicator?
Active listening Removing of barriers Maintaining objectivity Asking questions Clarification
Name two barriers to effective communication and how to overcome them
Bias and stereotyping- not having pre conceived ideas
Inattention- take as much in as possible, ask questions to gain further information
What are some characteristics of a team?
Shared values, mutual trust, range of skills
What does teamwork ensure?
A smooth and efficient workflow, where quality outcomes are delivered
What are three benefits of workplace diversity?
Improved customer service due to range of skills
Assisting of language barriers
Increased perspectives and creativity
Name three proactive strategies for promoting workplace diversity
Cultural diversity
Staff training
Promote cultural celebrations
What is the difference between aggressive, assertive and passive?
Aggressive refers to being disrespectful and not open to other’s opinions
Assertive refers to listening politely and valuing others
Passive refers to not speaking up for yourself
Name three causes of misunderstandings
Change
New technologies
Poor communication
What two things are important when observing potential indicators of conflict
Active listening
Observing body language
Name three approaches to conflict management
Problem solving
Negotiation
Mediation
Describe the disagreeing sandwich technique
Compliment
Coach
Encourage
List six personal attributes which are valued in the hospitality industry
- Excellent personal presentation
- Communicate with all people
- Handling pressure and responding to complaints
- Team player
- Paying attention to detail
- Being honest, reliable and punctual
What are interpersonal skills?
Help us communicate and interrelate with other people
What do interpersonal skills allow?
Allow efficient communication with customers, encouraging help with menu selection and creating a personal snd beneficial experience
Why is personal presentation important?
Creates a great first impression, allowing for a clean impression of restaurant, allowing customer to feel safe and trust
Name five good presentation focuses
- Hair grooming
- Correct posture and deportment
- Clean hands and nails
- Clean and well presented uniform
- Clean shoes
What are the three types of questions? Provide an example of each
Open questions- What types of facilities do you require during the conference?
Closed questions- How many reservations do we have this evening?
Reflective questions- You would like the roast beef with
a vegetable side salad and a glass of Merlot?
Name the ten barriers to effective communication
- Bias and Stereotyping
- Lack of empathy:
- Negative subtext:
- Gender issues:
- Individual differences:
- Inconsistency:
- Emotions:
- Physical barriers:
- Inattention:
- Pressure of time:
How can you overcome these barriers?
Provide education to staff and correct training to allow them to oversea these biases
What are workplace protocols?
Unwritten rules or guidelines, often peculiar to the establishment, which are supposed to be observed by all parties in the conduct of business
What is the importance of working as a team?
Each person has to know their role and achieve it efficiently, so the common goal is achieved
What is cultural awareness?
An individual’s understanding of the differences between themselves and people from other countries or different backgrounds
Name three benefits of workplace diversity
- Improved customer service as a result of a wide range of worker skills
- Access to a diverse range of customer markets as workers may assist with language barriers and the understanding of different markets and catering
to their needs - The wide talent base is employed at the organisation enabling problems to be solved through multiple perspectives which increases productivity and creativity
What is tolerance?
Keeping an open mind when interacting with others who are different from you, and treating everyone with respect and sensitivity
Why is respect and sensitivity important?
Makes customers feel valued
List three strategies which promote workplace diversity
- Staff training
- Support agencies
- Cultural celebrations
Name three culturally communication skills
- Be respectful
- Use basic language
- Seek assistance if needed
What’s the difference between aggressive, assertive and passive?
- Aggressive- rude and disrespectful, not interested in other people’s feelings, needs or thoughts
- Assertive- listen politely and value the feelings, needs and thoughts of others
- Passive- don’t speak up for themselves
Name the eight causes of misunderstanding and conflict
- Change
- Implementation of new technologies
- Interpersonal relationships between workers
- Different personalities
- External changes
- Poor communication
- Harassment
- Limited resources
What are the consequences of positively handled conflict
All parties feel like they have won and it turns it into a positive learning experience or a chance to get their point across
What are the consequences of negatively handled conflict
Can lead to low staff morale, staff turnover and litigation
What are the two ways of conflict management?
Active Listening
Observing Body Language
Name four conflict resolution techniques
- Communication is a two-way process
- Empathise with the other party
- Time limits may need to be applied so workers remain on track to resolve the problem
- Seek assistance when problems cannot be resolved effectively
Recite the conflict resolution process
- Listen- without interrupting
- Acknowledge- customer complaint or concern
- Establish the Problem- identify nature of the problem and confirm all areas of concern
- Confirm and Agree on an Acceptable Solution- identify and agree on an acceptable solution
- Take Action- resolve the complaint to customer’s satisfaction
- Record- record complaint by notifying supervisor or a higher authority
- Follow Up- completing all necessary documentation and ensuring customer is satisfied with the outcome
Name and define the three differing ways to resolve conflict
- Problem solving- finding solutions
- Negotiating- discussion aimed at reaching an agreement
- Mediation- action or practice of mediating
What should the section in policies and procedures concerning conflict include?
Should provide an effective guideline for employees to be able to quickly present their concerns to management
A step-by-step guide on how the processes will be applied to all conflict situations within the workplace
When should one seek assistance with conflict?
When they feel distressed and like the situation is escalating, and may result in physical or verbal violence
Should all conflicts be documented and reported?
Yes
