Webinar 2

Communicating in the Kitchen

2009 BLT Building a Professional Team

Christanne Smith Harrison, MPH, RDAugust 18, 2009

Qualities of a Good Communicator

Activity

Almost Always Sometimes Almost Never

Prepare a blank piece of paper:

I give my full attention to the person who is speaking to me.

I end conversations on a positive note.

I attempt to remember the speaker’s key points.

I think about what I want to say before I speak.

I watch the speakers non-verbal cues.

I speak clearly and concisely.

I use humor when appropriate.

I ask about a situation before I accuse.

I don’t judge when I am listening.

I speak with confidence.

I speak calmly.

Communication Tips

Think before speaking or responding. Try to quickly understand where you and the other participant agree or disagree and exactly what information needs to be discussed.

Be concise and speak without rambling, but adapt the information to make it clear for the listener.

Use humor when appropriate. It can lighten the moment if used correctly. Keep in mind that serious situations do not call for humor.

Learn to recognize and summarize key points of the conversation.

End on a positive note whenever possible. A statement like “You’re learning this job really quickly” or “I’m glad you explained that to me” will make both the participants feel good about the interaction.

Objectives Know the importance of giving and receiving

constructive criticism. Know the methods of effective communication skills. Be able to listen effectively to the school nutrition

manager and other staff. Follow instructions of the unit manager relating to

safety measures, sanitation practices, personal standards, work techniques, and methods of performing duties.

Perform the tasks stated in the job description.

Providing Good Constructive Criticism

Remember that the goal is to improve something and to end up with a positive result.

Focus on the facts. Do not blame the other employee or make him or her feel bad.

Adopt a no fault policy. Focus on the situation or facts, not the person you are addressing.

Ask before you accuse. Begin by calmly asking questions to get the whole picture before addressing it.

Accentuate the positive. Start with what is correct before discussing any problems.

Be specific. Advice given should be clear and helpful.

Ask for a solution. See if the other employee can work out a resolution.

Video

We communicate several ways:

Through words, both spoken and written; With our tone of voice, speed of speaking,

and volume; By using body language; and Through actively listening.

Non-verbal Communication

A listener’s interpretation of our message is based not so much on the words we say, but on how we say it • 55% body language • 38% tone of voice• 7% actual words

Non-Verbal Communication Activity

Setting: A food delivery is arriving at the loading dock and lunch service begins in 15 minutes.

Effective Communication

Hear Understand Reflect Respond

Active Listening

Receive the message—stop other activity to focus on the speaker.

Process the message– take notes if necessary.

Acknowledge that you understand the message—repeat a short summary for the speaker, if possible.

Problems when Listening

Don’t• Advise• Probe• Interpret• Judge

Practice: Listening

Statement Type of Response

"You're right. You should be able to leave as soon as your work is finished and not have to stay until the clock says you can go." _______________

"It seems to me that you do not have the discipline to stay on task.” _______________

"If I were in your shoes, I would tell her exactly how I feel." _______________

Judge

Interpret

Advise

Practice: ListeningStatement Type of Response

"Why in the world would you want to do that? _____________Probe

Listen Up!

Stop talking! Be attentive. Put the speaker at ease. Listen to understand. Be patient. Contain your anger. Refrain from arguing. Stop talking!

To speak effectively, Do:

Speak with confidence. Remain calm and courteous. Speak with a logical sequence. Learn to be comfortable in front of others. Rephrase to ensure clarity.

Speak Effectively

To speak effectively, Do:

Be generous with praise. Be friendly and cordial. Call people by name. Paraphrase questions you are asked to make

meanings clear. Vary your tone, pace, and volume to keep others

interested.

Speak Effectively

Important Elements of Communication

Volume: speak so you can be understood

Word choice: use standard English instead of slang

Tone: choose a calm or enthusiastic voice rather than and angry or bored voice

Pacing: make an effort to slow your speech so your message can be understood

Intonation: vary the rise and fall of your voice when you ask a questions or make a statement

Register: use a pitch that is not too high or too low so your listener will take you seriously

Articulation: pronounce words clearly and completely without letting the endings drift off

Style: when discussing a problem or concern, get straight to the point rather than “beat around the bush”

To speak effectively, Don’t:

Take things personally. Lose your poise. Swear. Take and defend a position without flexibility. Become angry. Threaten.

Speak Effectively

Models openness and honesty. Owns the problem. Presents no blame. Shows a willingness to change. Identifies own feelings and needs. Deals with conflicts without causing a blow-up.

Benefits of I-Messages

Feeling+ Blameless Description of Behavior+ Concrete Effect

I - Message

I-Messages

Draft an I-message to express one of the following emotions:

Irritation Pleasure Disappointment Anxiety Frustration Satisfaction

Practice: I-Messages

Communicating with your Supervisor Be positive

• I would like to talk to you about how I can do my job better. I think this could benefit both of us. Do you have some time this week when we could talk?

Be specific Give sincere, appropriate appreciation Don’t be demanding Be open and honest

Adapted from: Boucher J. (2004) How to love the job you hate. Reno: Beagle Bay Books.

Communicating byFollowing Instructions and

Performing Tasks in your Job Description

The Importance ofFollowing Instructions

Safety measures• Correctly using a slicer to prevent injury or putting

up a caution sign if something is spilled in the floor to avoid falls

Sanitation practices• When using a low-temp dish machine, rinse

dishes with a chemical sanitizer to prevent bacteria

Personal standards• Using a hairnet or coming to work with a clean

uniform to avoid food contamination

Work technique• Using a cart to gather all ingredients needed

for a recipe to increase efficiency

Methods of performing duties• Learning how to properly use cafeteria

equipment to prevent injuries

Steps to Managing Yourself

Set objectives: Why do I want to get organized?

Plan: What are the tasks that I must do? When should I do them?

Prioritize: In what order should the tasks be done? How much time will each one take?

Budget time: When should I start and finish each task?

Evaluate: How will I know if my plan works?

Keeping Yourself Organized Get a good night’s rest. Get clothes ready the night before. Allow plenty of time to get ready in the morning. Review production, cleaning, and serving schedule. Assemble recipes, ingredients, and equipment. Perform cleaning duties. Review menu and production schedule and get supplies. Complete preparation as needed.

What Happened Here Activity

ScenarioMary and Christine are cooks working in the kitchen of Evergreen Middle School. Christine just started the job this week. She has a question about a recipe and asks Mary for help.

What happened in this scene? How do you think the speakers could

have improved the situation?

Possible answers Poor communication between co-

workers. Christine was speaking too softly. Christine needs to be more concise. Mary answers too loudly and is

intimidating. No help is given or received during the

exchange.

Review Objectives Know the importance of giving and receiving

constructive criticism. Know the methods of effective communication skills. Be able to listen effectively to the school nutrition

manager and other staff. Follow instructions of the unit manager relating to

safety measures, sanitation practices, personal standards, work techniques, and methods of performing duties.

Perform the tasks stated in the job description.

Goal Resources Needed Follow-up Date

Goal Activity

I will perform the tasks stated in my job description.

Copy of my job description Sept 22

I will speak calmly and clearly.

Sept 22

Questions and comments Share your goals