HRT 382ReferenceOutlineGuest Service FactsWhat is a teamSuccessful TeamsCommunicationDefinitionsWhat is Communication?Four/Five Stages of Successful CommunicationOne/Two Way CommunicationThe Raw MaterialsThe Rules Of CommunicationThe MethodThe BarriersCommunication - Basic Rules (1)PowerPoint PresentationDeveloping a Positive Team & Work ClimateTeam Activities Should:Great Team EnvironmentTraining Individuals in TeamworkGetting the Best from Team MeetingsTeam TrainingDifficult People & TeamworkHuman CharacteristicsResolving Conflict within the TeamCauses of ConflictOvercome & Resolve ConflictRecognizing Team MembersReview Questions1HRT 382Dr. Ben DewaldCollins School of Hospitality ManagementTeam Work: Putting it All Together2Reference•Cullen, N. (2001). Life Beyond the Line. “Team Work: Putting it All Together”, Chapter 26, pp267-284, Prentice Hall, New Jersey. •Cal Poly Library:•TX911.3.M27 C8497 20013OutlineGuest service FactsWhat is a teamSuccessful teamsCommunicationMaking teams workGetting the best from team meetingsTeam trainingUnderstanding team behaviorsResolving conflict within the teamRecognizing team members4Guest Service Facts 1. If 20 guests are dissatisfied with the foodservice product, 19 won’t tell, and 14 of 20 will take their “business” elsewhere2. Dissatisfied guests tell an average of 10 other people about their bad experience3. Satisfied guests will tell an average of 5 people about their positive experience4. It costs 5 times more money to attract a new guest5. Up to 90% of dissatisfied guests will not call again6. Quality of service is one of the few variables that can distinguish any foodservice organization from its competition.5What is a teamTogether – Everyone – Achieves – More A group of people working together to achieve a common goal.6Successful Teams What do we want from teamwork?The most effective, rewarding, and productive way of working togetherTeam building involves getting employees to feel a sense of belonging and ownership in what they are doing as a group.To be successful in the hospitality industry, teamwork within and between all departments is essential.7CommunicationPresentation of information important to get message across.Select best wayWords are main communication vehicleWords alone inadequate to present a picture to a group of people, they will all receive a different picture, even though the all hear the same words.8DefinitionsCommunicate: to give share of, to impart: to reveal: to bestow: to have something in common with another: to succeed in conveying one’s meaning to others.Communication: transmission, imparting; giving of information messages etc. means of communicating: system of transmitting messages.9What is Communication?Communication can be as simple as a hand raised in a classrooman answering nodbut often much more complicated.10Four/Five Stages of Successful Communication1. The Sender’s Idea2. His/Her Expression of the Idea3. The Receipt of the Idea4. The Response to the Idea - ACTIONThere may be a fifth item - FEEDBACK - from receiver to sender11One/Two Way Communication ONE WAY Fast for speaker but dissatisfied receiverResults less accuratePleasant experience for communicatorLower level of confidence of hearers TWO WAYMore difficult to prepare & more time neededResults more accurateMore pleasant experience for receiverHigher level of confidence.12The Raw MaterialsFor person to person communication the possible tools (select the best) include:SPEECHWRITTEN WORDSIGNS AND GESTURES13The Rules Of CommunicationFORMULATE MESSAGEbe clear to the pointTRANSMITstate purpose, create interestINTERFERENCEbeware of noiseRECEIVE & INTERPRETlisten, ask questions, purpose, action needed.14The MethodKEEP TO THE POINTbe as precise as possibleKEEP IT SIMPLEuse easy wordsSAY WHAT YOU MEANthere will still be questionsPLAN YOUR CAMPAIGNchoose best time, mode e.g. bulletin board and speech15The BarriersLANGUAGE BARRIERavoid long word, jargon, local dialectHABIT BARRIERdon’t do everything the sameDISTRACTION BARRIERtry to remove them or make allowancesMISUNDERSTANDING BARRIERslow down and double check.16 Communication - Basic Rules (1)Feedback from receiver - (build it in)Observation - be aware of non verbal signs of receiverFor clarity - diagrams can helpBreak it down - don’t overloadTry to assess knowledge of receiverPace - a little slower using familiar language17Don’t break down too muchNotes - notes needed, given or takenListening - importantInterference - take into accountTime - adjust to each person. Communication - Basic Rules (2)18Developing a Positive Team & Work ClimateClarify each team member’s role and sort through any interpersonal conflictSetting aside time to learn and apply quality improvement methods and reviewing work methods which affect team member performance and qualityListening, receiving, and reacting to team input.19Team Activities Should:Stimulate thinking, Create enthusiasm, and Assist in analyzing different approaches to quality service.20Great Team Environment1. An informal relaxed atmosphere2. Understanding of the total quality philosophy3. Willingness to act as a group, communicate, and listen to each other4. Willingness to share new ideas5. A focus on differences about concepts – not about team members6. A readiness for action once a course of action has been arrived at through consensus.21Training Individuals in TeamworkFor teamwork to be successful, the members of the team must be trained for the task.1. Role playing or simulationsSimulations provide imaginary or real-life situations that a team member figures out how to solve (HRT 382)Feedback from the facilitator Case studies22Getting the Best from Team Meetings1. Keep meetings to under 12 people2. Start meetings on time3. Be informal; key to putting the team at ease4. Respect the contribution of each team member, avoid arguments5. Encourage everybody to participate6. Control meeting, interrupt, summarize points 7. Ask debatable questions “which is a better method?”8. Take minutes and decide on actions23Team Training1. Job Talk: speech by team leader2. Team Meetings: group discussions3. Role Playing: assuming parts in a realistic situation4. Demonstrations: actual