Webinar 2 Communicating in the Kitchen

Transcription

1 2009 BLT Building a Professional Team Webinar 2 Communicating in the Kitchen Christanne Smith Harrison, MPH, RD August 18, 2009

2 Qualities of a Good Communicator Activity

3 Prepare a blank piece of paper: Almost Always Sometimes Almost Never

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

5 I end conversations on a positive note.

6 I attempt to remember the speaker s key points.

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

8 I watch the speakers non-verbal cues.

9 I speak clearly and concisely.

10 I use humor when appropriate.

11 I ask about a situation before I accuse.

12 I don t judge when I am listening.

13 I speak with confidence.

14 I speak calmly.

15 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.

16 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.

17 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.

18 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.

19 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.

20 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.

21 Video

22 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.

23 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

24 Non-Verbal Communication Activity Setting: A food delivery is arriving at the loading dock and lunch service begins in 15 minutes.

25 Effective Communication Hear Understand Reflect Respond

26 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.

27 Problems when Listening Don t Advise Probe Interpret Judge

28 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." Judge "It seems to me that you do not have the discipline to stay on task. Interpret "If I were in your shoes, I would tell her exactly how I feel." Advise

29 Practice: Listening Statement Type of Response Probe "Why in the world would you want to do that?

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

31 Speak Effectively 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.

32 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.

33 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

34 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

35 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

36 Speak Effectively To speak effectively, Don t: Take things personally. Lose your poise. Swear. Take and defend a position without flexibility. Become angry. Threaten.

37 Benefits of I-Messages 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.

38 I-Messages Feeling + Blameless Description of Behavior + Concrete Effect I - Message

39 Practice: I-Messages Draft an I-message to express one of the following emotions: Irritation Pleasure Disappointment Anxiety Frustration Satisfaction

40 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.

41 Communicating by Following Instructions and Performing Tasks in your Job Description

42 The Importance of Following 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

43 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

44 Methods of performing duties Learning how to properly use cafeteria equipment to prevent injuries

45 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?

46 Budget time: When should I start and finish each task? Evaluate: How will I know if my plan works?

47 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.

48 What Happened Here Activity Scenario Mary 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.

49 What happened in this scene? How do you think the speakers could have improved the situation?

50 Possible answers Poor communication between coworkers. 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.

51 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.

52 Goal Activity Goal I will perform the tasks stated in my job description. I will speak calmly and clearly. Resources Needed Follow-up Date Copy of my job description Sept 22 Sept 22

53 Questions and comments Share your goals