are you smarter than a 5 th grader? 1,000,000 working with colleagues & customers working in a...

Are You Smarter Than a 5th Grader?Are You Smarter Than a 5th Grader?

Are You Smarter Than a 5th Grader?

Are You Smarter Than a 5th Grader?

1,000,000

Working with Colleagues & CustomersWorking with Colleagues & Customers Working in a Socially Diverse Environment

Follow Health, Safety & Security ProceduresFollow Health, Safety & Security Procedures Follow Workplace Hygiene

Organise & prepare FoodOrganise & prepare Food General Knowledge

Clean & Maintain Kitchen Premesis Clean & Maintain Kitchen Premesis Receive & Store Kitchen Supplies

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175,000

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WORKING WITH COLLEAGUES & CUSTOMERS


There are 2 types of customers, what are they? Give an example of each.

Outline the 2 participants in communication.

Compare and Contrast the terms encoding and decoding in regard to the communication process.

There are 2 types of customers, what are they? Give an example of each.

Outline the 2 participants in communication.

Compare and Contrast the terms encoding and decoding in regard to the communication process.

WORKING WITH COLLEAGES & CUSTOMERS

WORKING WITH COLLEAGES & CUSTOMERS

There are 3 types of communication. List and provide an example of each.

Identify 5 barriers to communication.

Outline the elements of good teamwork

There are 3 types of communication. List and provide an example of each.

Identify 5 barriers to communication.

Outline the elements of good teamwork



Define the term conflict.

List 5 reasons for customer dissatisfaction.

Outline the procedure for handling customer complaints. (7)

Define the term conflict.

List 5 reasons for customer dissatisfaction.

Outline the procedure for handling customer complaints. (7)

WORKING IN A SOCIALLY DIVERSE ENVIRONMENT


Explain how being aware of cultural difference within the hospitality can improve customer service.

There are 3 types of questioning techniques. What are they and provide an example of each.

Give an example of how you would answer an external call at a hospitality establishment.

Explain how being aware of cultural difference within the hospitality can improve customer service.

There are 3 types of questioning techniques. What are they and provide an example of each.

Give an example of how you would answer an external call at a hospitality establishment.

WORKING IN ASOCIALLY DIVERSE ENVIRONMENTWORKING IN ASOCIALLY DIVERSE ENVIRONMENT

Describe how a member of the Food and Beverage Team could be appropriately groomed.

Identify factors that may result in varying customer needs and expectations.

Outline the benefits for the establishment of providing good customer service.

Describe how a member of the Food and Beverage Team could be appropriately groomed.

Identify factors that may result in varying customer needs and expectations.

Outline the benefits for the establishment of providing good customer service.



List and briefly explain 3 forms of legislation that exist in regard to working in a socially diverse environment

List expectations that exist from the following cultures: Asian European American UK NZ

List and briefly explain 3 forms of legislation that exist in regard to working in a socially diverse environment

List expectations that exist from the following cultures: Asian European American UK NZ



Describe a religious convention that may have special needs within the hospitality industry.

Define the term Indigenous

Describe a religious convention that may have special needs within the hospitality industry.

Define the term Indigenous

FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE


There are 4 costs associated with workplace injury. What are they?

What does OHS stand for?

Compare and contrast employer and employee.

There are 4 costs associated with workplace injury. What are they?

What does OHS stand for?

Compare and contrast employer and employee.



Explain 2 rights and responsibilities of an employer and an employee.

Define PPE and outline appropriate PPE to be worn by a chef.

What does MSDS stand for and in what context is it used?

Explain 2 rights and responsibilities of an employer and an employee.

Define PPE and outline appropriate PPE to be worn by a chef.

What does MSDS stand for and in what context is it used?



What is the procedure for the correct lifting of heavy items?

Identify 5 emergency situations

Outline common workplace injuries that may occur in the hospitality industry

What is the procedure for the correct lifting of heavy items?

Identify 5 emergency situations

Outline common workplace injuries that may occur in the hospitality industry



There are many causes of workplace injuries. Discuss the possible causes of: Sprains Cuts Burns

An OHS Committee must exist if there are more than ______ employees.

What is the role of an OHS Committee?

There are many causes of workplace injuries. Discuss the possible causes of: Sprains Cuts Burns

An OHS Committee must exist if there are more than ______ employees.

What is the role of an OHS Committee?



Define the term hazard

Give an example of the following hazards: Biological Human Work Chemical Environmental Ergonomic Radiation

Define the term hazard

Give an example of the following hazards: Biological Human Work Chemical Environmental Ergonomic Radiation

FOLLOW WORKPLACE HYGIENE PROCEDURES


What are the 2 types of hygiene?

Explain cross contamination and give one example of how this could occur in a kitchen situation.

When should hands be washed and how should they be washed?

What are the 2 types of hygiene?

Explain cross contamination and give one example of how this could occur in a kitchen situation.

When should hands be washed and how should they be washed?



What does FSANZ stand for and what is it?

Explain what the Food Act 2003 sets out to achieve.

What does HACCP stand for and what is it?

There are 3 forms of food poisoning. What are they? Give an example of each.

What does FSANZ stand for and what is it?

Explain what the Food Act 2003 sets out to achieve.

What does HACCP stand for and what is it?

There are 3 forms of food poisoning. What are they? Give an example of each.



What are the symptoms of food poisoning?

The Danger Zone occurs between what temperatures?

Outline 2 types of food poisoning bacteria

What are the symptoms of food poisoning?

The Danger Zone occurs between what temperatures?

Outline 2 types of food poisoning bacteria

ORGANISE & PREPARE FOODORGANISE & PREPARE FOOD

Explain why it is important that a SRC is used in a commercial kitchen.

Many different menus exist for different purposes. List 6.

What does a la carte translate to?

Explain why it is important that a SRC is used in a commercial kitchen.

Many different menus exist for different purposes. List 6.

What does a la carte translate to?


Explain the features of a buffet menu and identify an occasion when you might serve a buffet.

What does mise en place involve?

Explain how you would select and store quality poultry.

Explain the features of a buffet menu and identify an occasion when you might serve a buffet.

What does mise en place involve?

Explain how you would select and store quality poultry.


Describe 3 ways in which portion control could be achieved.

Describe 3 ways in which portion control could be achieved.

CLEAN & MAINTAIN KITCHEN PREMISES


Define FIFO and LILO and explain what principle it is associated with.

Explain the 3 storage areas that may exist in a commercial kitchen and identify the temperature zone.

Compare and contrast the condition of clean and sanitised

Define FIFO and LILO and explain what principle it is associated with.

Explain the 3 storage areas that may exist in a commercial kitchen and identify the temperature zone.

Compare and contrast the condition of clean and sanitised



How should chemicals be used and stored?

How should chemicals be used and stored?

GENERAL KNOWLEDGEGENERAL KNOWLEDGE

What conditions do bacteria require to grow?

Explain why you would use an emergency evacuation plan.

What characteristics are commonly discriminated against?

What conditions do bacteria require to grow?

Explain why you would use an emergency evacuation plan.

What characteristics are commonly discriminated against?

GENERAL KNOWLEDGEGENERAL KNOWLEDGE

Compare and contrast the concept of stereotyping and making generalisations.

Compare and contrast the concept of stereotyping and making generalisations.

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are you smarter than a 5 th grader? 1,000,000 working with colleagues & customers working in a...

Documents

types of communication

good customer service

customer dissatisfaction

types of customers

asocially diverse environment

varying customer needs

communication process

handling customer complaints