1 hrt 382 dr. ben dewald collins school of hospitality management team work: putting it all together
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HRT 382Dr. Ben Dewald
Collins School of Hospitality Management
Team Work: Putting it All Together
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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
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
1. If 20 guests are dissatisfied with the foodservice product, 19 won’t tell, and 14 of 20 will take their “business” elsewhere
2. Dissatisfied guests tell an average of 10 other people about their bad experience
3. Satisfied guests will tell an average of 5 people about their positive experience
4. 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.
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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 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 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 sender
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One/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.
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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 be clear to the point
TRANSMIT state purpose, create interest
INTERFERENCE beware of noise
RECEIVE & INTERPRET listen, ask questions, purpose, action needed.
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The 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 speech
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The 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.
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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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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)
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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 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.
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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 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
1. 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 actions
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Team Training
1. Job Talk: speech by team leader2. Team Meetings: group discussions3. Role Playing: assuming parts in a realistic situation4. Demonstrations: actual equipment used to demonstrate
action5. Case Study: written narrative of real situation; propose
solution(s) and make decisions6. Apprenticeship: trainee’s work under guidance7. 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:
1. Take a break2. Count to 10 if official break is not possible3. Consult a third party4. Acknowledge and talk about your emotions5. Accept responsibility and apologize if an argument
erupt6. 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
1. Send letter to thank team members for help2. Develop “behind the scenes” award3. Create “best idea of the day/year/quarter/project”4. Honor helpful peers in a meeting/briefing5. 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 development7. Have stock of small gifts to give to people you “catch
doing things right”.
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Review Questions
1. Describe the benefits of a team approach in the food service industry
2. Outline attributes of successful teams3. Describe why effective communication is vital in the food
service industry4. Explain the steps in conducting effective meetings5. Outline benefits and elements associated with teamwork
and training6. Explain the complexities involved with understanding team
member behaviors, and discuss how to deal with difficult people and resolve conflict.