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hospitality > Work Effectively with Others > Flashcards

Work Effectively with Others Flashcards

1
Q

How can one show their care for personal presentation?

A

Personal hygiene
Grooming
Uniform care

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2
Q

What are four personal factors which can affect everyday work? Name an example if each

A

Attitude- negative or positive
Values- religion (working on sundays, serving meat)
Opinions- healthy
Ethics- meat

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3
Q

Why is a maintenance of currency essential?

A

Ensures staff keep up to date with their knowledge and are flexible to work in new ways

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4
Q

What is a workplace strategy to maintain currency?

A

Regular staff meetings
TAFE training
Mentoring younger staff members

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5
Q

What is the value of feedback to an individual worker?

A

Allows them to improve

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6
Q

What is the value of feedback to a workplace?

A

Identifies problems, eliminates them

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7
Q

What is the value of feedback to an industry?

A

Improves business relationships, productivity and perception of industry

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8
Q

What are the three sources of feedback?

A

Personal reflection
Formal/ informal
Direct/ indirect

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9
Q

What is the communication process/ cycle

A
  1. Sender think about what needs to be communicated
  2. Sender transmits this information
  3. Receiver thinks
  4. Receiver sends message back
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10
Q

What are the types of communication?

A

Verbal
Non-verbal
Written

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11
Q

What makes an effective communicator?

A 
Active listening
Removing of barriers
Maintaining objectivity
Asking questions 
Clarification
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12
Q

Name two barriers to effective communication and how to overcome them

A

Bias and stereotyping- not having pre conceived ideas

Inattention- take as much in as possible, ask questions to gain further information

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13
Q

What are some characteristics of a team?

A

Shared values, mutual trust, range of skills

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14
Q

What does teamwork ensure?

A

A smooth and efficient workflow, where quality outcomes are delivered

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15
Q

What are three benefits of workplace diversity?

A

Improved customer service due to range of skills
Assisting of language barriers
Increased perspectives and creativity

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16
Q

Name three proactive strategies for promoting workplace diversity

A

Cultural diversity
Staff training
Promote cultural celebrations

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17
Q

What is the difference between aggressive, assertive and passive?

A

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

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18
Q

Name three causes of misunderstandings

A

Change
New technologies
Poor communication

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19
Q

What two things are important when observing potential indicators of conflict

A

Active listening

Observing body language

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20
Q

Name three approaches to conflict management

A

Problem solving
Negotiation
Mediation

21
Q

Describe the disagreeing sandwich technique

A

Compliment
Coach
Encourage

22
Q

List six personal attributes which are valued in the hospitality industry

A
  • Excellent personal presentation
  • Communicate with all people
  • Handling pressure and responding to complaints
  • Team player
  • Paying attention to detail
  • Being honest, reliable and punctual
23
Q

What are interpersonal skills?

A

Help us communicate and interrelate with other people

24
Q

What do interpersonal skills allow?

A

Allow efficient communication with customers, encouraging help with menu selection and creating a personal snd beneficial experience

25
Q

Why is personal presentation important?

A

Creates a great first impression, allowing for a clean impression of restaurant, allowing customer to feel safe and trust

26
Q

Name five good presentation focuses

A
  • Hair grooming
  • Correct posture and deportment
  • Clean hands and nails
  • Clean and well presented uniform
  • Clean shoes
27
Q

What are the three types of questions? Provide an example of each

A

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?

28
Q

Name the ten barriers to effective communication

A
  • Bias and Stereotyping
  • Lack of empathy:
  • Negative subtext:
  • Gender issues:
  • Individual differences:
  • Inconsistency:
  • Emotions:
  • Physical barriers:
  • Inattention:
  • Pressure of time:
29
Q

How can you overcome these barriers?

A

Provide education to staff and correct training to allow them to oversea these biases

30
Q

What are workplace protocols?

A

Unwritten rules or guidelines, often peculiar to the establishment, which are supposed to be observed by all parties in the conduct of business

31
Q

What is the importance of working as a team?

A

Each person has to know their role and achieve it efficiently, so the common goal is achieved

32
Q

What is cultural awareness?

A

An individual’s understanding of the differences between themselves and people from other countries or different backgrounds

33
Q

Name three benefits of workplace diversity

A
  • 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
34
Q

What is tolerance?

A

Keeping an open mind when interacting with others who are different from you, and treating everyone with respect and sensitivity

35
Q

Why is respect and sensitivity important?

A

Makes customers feel valued

36
Q

List three strategies which promote workplace diversity

A
  • Staff training
  • Support agencies
  • Cultural celebrations
37
Q

Name three culturally communication skills

A
  • Be respectful
  • Use basic language
  • Seek assistance if needed
38
Q

What’s the difference between aggressive, assertive and passive?

A
  • 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
39
Q

Name the eight causes of misunderstanding and conflict

A
  • Change
  • Implementation of new technologies
  • Interpersonal relationships between workers
  • Different personalities
  • External changes
  • Poor communication
  • Harassment
  • Limited resources
40
Q

What are the consequences of positively handled conflict

A

All parties feel like they have won and it turns it into a positive learning experience or a chance to get their point across

41
Q

What are the consequences of negatively handled conflict

A

Can lead to low staff morale, staff turnover and litigation

42
Q

What are the two ways of conflict management?

A

Active Listening

Observing Body Language

43
Q

Name four conflict resolution techniques

A
  • 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
44
Q

Recite the conflict resolution process

A
  1. Listen- without interrupting
  2. Acknowledge- customer complaint or concern
  3. Establish the Problem- identify nature of the problem and confirm all areas of concern
  4. Confirm and Agree on an Acceptable Solution- identify and agree on an acceptable solution
  5. Take Action- resolve the complaint to customer’s satisfaction
  6. Record- record complaint by notifying supervisor or a higher authority
  7. Follow Up- completing all necessary documentation and ensuring customer is satisfied with the outcome
45
Q

Name and define the three differing ways to resolve conflict

A
  • Problem solving- finding solutions
  • Negotiating- discussion aimed at reaching an agreement
  • Mediation- action or practice of mediating
46
Q

What should the section in policies and procedures concerning conflict include?

A

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

47
Q

When should one seek assistance with conflict?

A

When they feel distressed and like the situation is escalating, and may result in physical or verbal violence

48
Q

Should all conflicts be documented and reported?

A

Yes

hospitality (8 decks)

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