Transcript TeamworkCommunicatio..

Team Work:
Putting it All Together
HRT 382
Dr. Ben Dewald
Collins School of Hospitality Management 1
Reference
• 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 2001
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Outline
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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
members
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Guest Service Facts
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If 20 guests are dissatisfied with the foodservice
product, 19 won’t tell, and 14 of 20 will take their
“business” elsewhere
Dissatisfied guests tell an average of 10 other people
about their bad experience
Satisfied guests will tell an average of 5 people about
their positive experience
It costs 5 times more money to attract a new guest
Up to 90% of dissatisfied guests will not call again
Quality of service is one of the few variables that can
distinguish any foodservice organization from its
competition.
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What is a team
Together –
Everyone –
Achieves –
More
 A group of people working together to
achieve a common goal.
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Successful Teams
What do we want from teamwork?
 The most effective, rewarding, and productive way of
working together
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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.
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Communication
 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.
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Definitions
 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.
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What is Communication?
 Communication can be as simple as
 a hand raised in a classroom
 an answering nod
 but often much more complicated.
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Four/Five Stages of
Successful Communication
1. The Sender’s Idea
2. His/Her Expression of the Idea
3. The Receipt of the Idea
4. The Response to the Idea - ACTION
There may be a fifth item - FEEDBACK from receiver to sender
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One/Two Way Communication
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ONE WAY
Fast for speaker but
dissatisfied receiver
Results less accurate
Pleasant experience
for communicator
Lower level of
confidence of hearers
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TWO WAY
More difficult to
prepare & more time
needed
Results more accurate
More pleasant
experience for receiver
Higher level of
confidence.
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The Raw Materials
For person to person communication the
possible tools (select the best) include:
 SPEECH
 WRITTEN WORD
 SIGNS AND GESTURES
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The Rules Of Communication
 FORMULATE MESSAGE
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be clear to the point
 TRANSMIT
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state purpose, create interest
 INTERFERENCE
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beware of noise
 RECEIVE & INTERPRET
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listen, ask questions, purpose, action needed.
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The Method
 KEEP TO THE POINT
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be as precise as possible
 KEEP IT SIMPLE
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use easy words
 SAY WHAT YOU MEAN
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there will still be questions
 PLAN YOUR CAMPAIGN
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choose best time, mode e.g. bulletin board and speech
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The Barriers
 LANGUAGE BARRIER
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avoid long word, jargon, local dialect
 HABIT BARRIER
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don’t do everything the same
 DISTRACTION BARRIER
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try to remove them or make allowances
 MISUNDERSTANDING BARRIER
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slow down and double check.
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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 language
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Communication - Basic Rules (2)
 Don’t break down too much
 Notes - notes needed, given or taken
 Listening - important
 Interference - take into account
 Time - adjust to each person.
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Developing 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.
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Team Activities Should:
 Stimulate thinking,
 Create enthusiasm, and
 Assist in analyzing different approaches to
quality service.
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Great Team Environment
1. An informal relaxed atmosphere
2. Understanding of the total quality philosophy
3. Willingness to act as a group, communicate, and
listen to each other
4. Willingness to share new ideas
5. A focus on differences about concepts – not about
team members
6. A readiness for action once a course of action has
been arrived at through consensus.
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Training Individuals in Teamwork
For teamwork to be successful, the members of
the team must be trained for the task.
1. Role playing or simulations
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Simulations provide imaginary or real-life
situations that a team member figures out how
to solve (HRT 382)
Feedback from the facilitator
Case studies
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Getting the Best from
Team Meetings
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Keep meetings to under 12 people
Start meetings on time
Be informal; key to putting the team at ease
Respect the contribution of each team member,
avoid arguments
Encourage everybody to participate
Control meeting, interrupt, summarize points
Ask debatable questions “which is a better method?”
Take minutes and decide on actions
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Team Training
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Job Talk: speech by team leader
Team Meetings: group discussions
Role Playing: assuming parts in a realistic situation
Demonstrations: actual equipment used to demonstrate
action
Case Study: written narrative of real situation; propose
solution(s) and make decisions
Apprenticeship: trainee’s work under guidance
On the Job training (OJT): repeated instruction and
supervised practice.
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Difficult People & Teamwork
Team member will disagree. Balance emotional and
rational reactions to behavior that upsets you:
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Take a break
Count to 10 if official break is not possible
Consult a third party
Acknowledge and talk about your emotions
Accept responsibility and apologize if an argument
erupt
Prepare yourself when you know an emotional
situation is likely.
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Human Characteristics
 Hostile-aggressive: bully and overwhelm others
 Complainers: gripe incessantly but do nothing
 Silent & unresponsives: respond to every question and plea
for help with a yes, a no or a grunt.
 Superagreeables: reasonable, sincere and supportive in
presence of others but do not produce
 Negativists: “It won’t work” deflate other optimism
 Know-it-all experts: condescending, imposing (if they
know) pompous (if they don’t). Make other feel like idiots
 Indecisives: stall major decisions until decisions are made
for them. Can’t let anything go until it is perfect, which
means never.
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Resolving Conflict
within the Team
 Conflict is inevitable within all teams.
 If handled correctly this might lead to greater
creativity and innovation by challenging
assumptions, values, and proposals.
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Causes of Conflict
 Confusion: unclear team goal or objectives
 Perception: interpretation based on past
experiences
 Emotions and egos: cloud judgment, confuse facts
and feeling, and get things out of proportion. (Also
a tremendous source of energy and morale, should
not be ignored)
 Communication: both verbal and non-verbal
provides an opportunity for misinterpretation.
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Overcome & Resolve Conflict
 Present issues unemotionally – use “I” message and ask team
members for help. “Can we agree to work together on this? I really
need your help.”
 Clarify and define the issue. “Here is how I see the problem, what do
you think is the issue?”
 Understand the other person’s position, listen without judgment or
rebuttal, ask for clarification (probe), “can you tell me more about
that?”
 Give your point of view. Use “I” statements, test for understanding
 Develop common objectives or conditions.“What are we all after?”
 Brainstorm alternatives, put judgment on hold
 Jointly choose one alternative
 Finally decide how each member will know if solution is working.
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Recognizing Team Members
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Send letter to thank team members for help
Develop “behind the scenes” award
Create “best idea of the day/year/quarter/project”
Honor helpful peers in a meeting/briefing
Create a visibility wall to display information,
posters, pictures, thanking individuals and
describing their contributions, team picture
6. Take interest in a team member’s development
7. Have stock of small gifts to give to people you
“catch doing things right”.
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Review Questions
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Describe the benefits of a team approach in the food
service industry
Outline attributes of successful teams
Describe why effective communication is vital in the food
service industry
Explain the steps in conducting effective meetings
Outline benefits and elements associated with teamwork
and training
Explain the complexities involved with understanding
team member behaviors, and discuss how to deal with
difficult people and resolve conflict.
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