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Flashcards in Work Effectively with Others Deck (48)
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1

How can one show their care for personal presentation?

Personal hygiene
Grooming
Uniform care

2

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

3

Why is a maintenance of currency essential?

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

4

What is a workplace strategy to maintain currency?

Regular staff meetings
TAFE training
Mentoring younger staff members

5

What is the value of feedback to an individual worker?

Allows them to improve

6

What is the value of feedback to a workplace?

Identifies problems, eliminates them

7

What is the value of feedback to an industry?

Improves business relationships, productivity and perception of industry

8

What are the three sources of feedback?

Personal reflection
Formal/ informal
Direct/ indirect

9

What is the communication process/ cycle

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

10

What are the types of communication?

Verbal
Non-verbal
Written

11

What makes an effective communicator?

Active listening
Removing of barriers
Maintaining objectivity
Asking questions
Clarification

12

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

13

What are some characteristics of a team?

Shared values, mutual trust, range of skills

14

What does teamwork ensure?

A smooth and efficient workflow, where quality outcomes are delivered

15

What are three benefits of workplace diversity?

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

16

Name three proactive strategies for promoting workplace diversity

Cultural diversity
Staff training
Promote cultural celebrations

17

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

18

Name three causes of misunderstandings

Change
New technologies
Poor communication

19

What two things are important when observing potential indicators of conflict

Active listening
Observing body language

20

Name three approaches to conflict management

Problem solving
Negotiation
Mediation

21

Describe the disagreeing sandwich technique

Compliment
Coach
Encourage

22

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

23

What are interpersonal skills?

Help us communicate and interrelate with other people

24

What do interpersonal skills allow?

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

25

Why is personal presentation important?

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

26

Name five good presentation focuses

- Hair grooming
- Correct posture and deportment
- Clean hands and nails
- Clean and well presented uniform
- Clean shoes

27

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?

28

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:

29

How can you overcome these barriers?

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

30

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