3.4 Maintain personal work standards in a manner that supports the workgroup and organisational requirements 3.5 Make positive contributions to the planning process to improve work practices 3.6 Use non-discriminatory attitudes and language when interacting with customers, and management, consistently Traditional practices and observations Beliefs, values, practices Food, diet Dress Religious and spiritual observances Social conventions Cultural stereotypes Conventions of gender/sexuality. Organisational requirements may relate to: Legal and organisational policy and procedures, including personnel practices and guidelines Organisational goals, objectives, plans, systems and processes Legislation relevant to the operation, incident and/or response Employer and employee rights and responsibilities Business and performance plans Policies and procedures relating to own role, responsibility and delegation Quality and continuous improvement processes and standards Client service standards Defined resource parameters. Language and tone may be related to: Using simple, concise language that can be easily understood by the audience appropriate tone, i.e. not patronising, not too loud, not too soft, not yelling, not angry. Conflict may include:
Slide Slide No Trainer Activity – Discussion How do you use verbal language to communicate? How do you use body language to communicate? Slide No Trainer Notes Class Activity – Discussion Provide examples for each point in this slide and how they can easily cause communication problems Provide examples of how these can be applied correctly for effective communication. Slide Slide No Trainer Notes Class Activity – Discussion Provide examples for each in this slide and how they can easily cause communication problems Provide examples of how these can be applied correctly for effective communication. Slide
Class Activity – General Discussion When you do use each type of written documentation? Which is more popular and why? Slide No Trainer Answer questions in the slide. Slide Slide No Trainer Notes Reservations – including booking information, special requests, receipts and confirmation to customers – including specials of the day, menus for specific groups, drink lists and menus in different languages Banquets – menus, schedule of events, invitations, enquiry letters, invoices, name cards Conferences – schedule of events, enquiry letters, confirmation letters, secretarial services Financial documents – daily checklists, sales sheets, register dockets, reconciliation sheets, breakage sheets, ‘comp’ (complimentary) sheets, forecasts and budgets. Class Activity – Review documentation Trainer to distribute different types of written documentation used in the F&B Department. Slide Slide No Trainer Notes Front Office
Slide No Trainer Notes Discussion When are these support materials best utilised? Slide No Trainer Notes Discussion When are support materials best utilised? Slide Slide No Trainer Notes Class Activity – General discussion In your past experience: What type of feedback is the most common? Why? What are some examples of each type of feedback you have received? Slide No Trainer Notes Class Activity – General discussion In the past, describe times when you have received positive feedback. How did it feel to receive it?