Lesson 3. , - Go For The Gold With Customer Service 0 National Food Service Management Institute The University of Mississippi
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1 Sedig Sigals Lesso 3, - Go For The Gold With Customer Service 0 Natioal Food Service Maagemet stitute The Uiversity of Mississippi
2 Go for the Gold! Lesso 3 Sedig Sigals Objectives: At the coclusio of this lesso, food service assistats will be able to do the followig: l Defie commuicatio l detify elemets i improved listeig skills l List elemets i improved verbal skills l Explai overbal commuicatio l Develop a pla to improve commuicatio skills with co-workers ad customers Commuicatio is a two-way deal betwee speaker ad listeer. Effective commuicatio betwee food sexvice staff ad our customers may be the most importat elemet i customer service. To really fulfill the wats ad eeds of our customers, we must have a ope ad effective chael of commuicatio with those customers. Stati by askig stuff whut commuicatio is, what the word meas to them. Write a- o board, jl@ chart, or trasparecy. Cotiue util o oe bus aother meaig to add. Make sure u&eigw is o the list. Post list ad use it au durig the t!i!zwm. To the istructor For this segmet, you will eed: Chalk board or flip chart 2 copies of Patters (page 13) Paper ad pecil for each class member NFSM Sedig Sigals - Page 3-l
3 Go for the Gold! Commuicatio is gettig a thought, a idea, from oe mid ito aother. We commuicate to iform, to etertai, to express emotio, but more ofte the real purpose of commuicatio is to persuade, to ifluece. Ca you see the relatioship betwee effective commuicatio ad our customer s healthy food choices? Segmet 1 - Receivig sigals Accordig to a study by the America Maagemet Associatio, the average executive speds at least 20 percet of his time (that s oe full day i every work week) copig with misuderstadigs. Misuderstadig meas that lies of commuicatio - were blocked. The message did t get through. Why might that happe? What are some thigs that ca block commuicatio? What if a maager gives directios hurriedly ad does t bother to show the employee who does t kow how to do what is asked? Ay time we give directios, it is our resposibility to check for uderstadig. We eed to ask the listeer to repeat the istructios to make sure the message was received. We must make sure our co-workers feel comfortable about askig us to repeat or tellig us that we did t make the message clear. Whe we ca speak frakly to each other without stress ad strai, we keep the commuicatio chaels ope. Commuicatio is a two-way resposibility. There is a seder; ad there is a receiver. The seder must sed a clear message-most of this lesso will be about sedig clear messages. The other side of the story is listeig. No matter how blear the message, the receiver has to be listeig. Listeig probably is the most eglected of the commuicatio skills. Most of us are ot very good listeers because we thik faster tha we speak. Our thoughts race ahead of the speaker. We re thikig istead of listeig, thikig about what the speaker is goig to say or what we re goig to respod. We half liste, if we liste at all. Grated, most sedig is less tha perfect, but combie imperfect sedig with poor listeig, ad it is small woder that there is so much misuderstadig. this segmet, we will talk about active listeig skills. The ext segmets are about our sedig skills, both verbal ad overbal. Ask ifcommuicatio is impt. Ask with whom commuicatio is imbortat. the last segmet we will fid out how to improve our commuicatio skills, with each other ad with our customers. NFSM Sedig Sigals -Page 3-2
4 Go for the Gold! Ad of course, whe we become good commuicators, our relatioships with our family ad frieds will be o firmer footig, too, a spi-off beefit from this lesso. Listeers rarely give the speaker their full ad udivided attetio. Some of the reasos: Speaker is ot a good commuicator-borig, poor delivery, poor vocabulary, distractig maerisms (Stop ad ask cluss to thik ofsome aoyig hubits i@f& they kow, such as you kow, * evtq other wd, or uh, ervous tics, o eye cotact1 Listeer does t agree with speaker; metally arguig istead of listeig Listeer does t wat to hear it; uwelcome message Listeer is busy doig other thigs. Most of us ca cocetrate o oly oe thig at a time. Talk to aco-worker who is cocetratig o measurig igrediets ad she probably will either miss the message or make mistakes i measurig. Grated that most people are less tha good commuicators; therefore, we miss good messages that are wrapped i a less-tha-perfect package. However, we ca trai ourselves to liste. Let s start by lookig at some of the distractios that keep us from gettig the message: Not cocetratig; hearig but doig somethig else or thikig about somethig else at the same time terruptig discoected speaker ofte; thoughts Allowig speaker to fiish but formulatig respose at the same time Replyig thikig too soo, without Ways we ca overcome these atural tedecies to half liste: Focusig o speaker s cetral idea will help cocetratio. Cocetratig will dimiish tractios. o cotet delivery dis- Withholdig judgmet; waitig for the speaker to fiish. Pausig to summarize the message, to check for accuracy, the thikig through our respose. Activity - Let s see how accurately we. ca tell ad hear a rather simj?df message. Ask for two voluteers to describe a simple desig. (Pass out sheet of fia#er to NFSM Sedig Sigals - Page 3-3
5 - - Ask fit voluteer to describe the desig, ad each class member is to draw what speakades&. Oly voluteer may talk. Class may ot ask ay qut&ms, although they ca ask the speaker to r+eat. Each em..byee draw fi ~ttmra volutaer d43cribe~. Class mtm&tm must ot talk to each other or look at each other s drawig. Secod patter - Sewd voluteer dts& the desig. This time the chss may ask qu&ios. The voluteer may respod to ay questo but may ut show the desig. lvm eumyoe has cor*&& secod drawig show thefit desz g ad Go for the Gold! have everyoe i the cluss show their ow drawigs. Do the same with the secod desig. Ask cl&s these questios: Which desig were you able to draw more accurately?. Was there ay differece betwee (first voluteer) ad (secod voluteer)? Why was oe more effective tha the other? How does iteractio betwee speaker ad listeer chage the way the message goes through? What does that tell us about commuicatig o the job? With our customers? C lkst~~~~ This is far your refere)u;e oly. ThefuU-size versio for the two voluteers ii at the back of this Lfsso. Patter 6 NFSM Sedig Sigals - Page 3-4
6 Go for the Gold! * Segmet 2 - Sedig Sigals RefertothdistmadeiSegmetl. Ask chess to idetajj those elemets o the list that are ivolved i sedig the wuzssagx? through verbal commuicatio. Usually we commuicate by talkig to each other. O a daily basis, i our jobs ad with our families, we commuicate verbally. Research idicates that we sped 70 percet of our day i verbal commuicatio. That s 10 to 11 hours a day talkig ad listeig. Accordig to the research, the average perso speds more time listeig tha speakig. Thik about it. That meas some people must do most of the talkig, does t it?. We use words whe we talk; we express our thoughts, our ideas, i words to get those thoughts from our mids ito other peoples heads. s commuicatig with words difficult, class? (Wait for class r&m2se.) Sometimes. Why? (Wait fm- voluteer reqkmse. Rmrd respo.stzs board, flip chart, or trastirecv. 1 Commuicatig with coworkers is our first priority. f we do t commuicate with each other, we probably will fail to commuicate with customers. What are some of the reasos we eed good commuicatio with customers? We wat to make them feel welcome ad satisfied with our product ad service. We wat to ifluece food choices. their We have limited time with customers, so commuicatio must be effective. Words mea differet thigs to differet people. People give meaig to words by their previous experiece, their expre&o, by toe of voice. The impact of the-various elemets ivolved i commuicatio has bee carefully measured. To the istructor For this segmet you will eed: Chalk board or flip chart List of commuicatio meaigs from last segmet. Meaig of Words hadout for each class member (page 14) NFSM Sedig Sigals - Page 3-5
7 - - Here is how it came out: mpact of words - 7% mpact of toe of voice - 38% Body laguage - 55% (overbal commuicatio) Two elemets i verbal commuicatio are the words we use ad the toe of voice. But we start with words. We have to use words to express ideas verbally; words are all we have. Therefore we must choose them carefully to express our ideas correctly. f you liste to the ews or read the paper, you kow how a reporter ca color a story, chage its meaig with the words he selects. Oe army commits a atrocity, but whe our soldiers do the same thig it is a regrettable error or a miscalculatio. Activity - Toe of voice. Let s ttp a ttxperim with a little WoTd to sac how we ca chugt the meaig. The wd is Oh w &ru&vr read eachstatemet twice. Go amud the cb ad huve euchpmo respod to the statemet by sayig Oh. The fmt time th.49 e@loyae will e+mss a positive ewtio-af!$wov~ excite meat, delight. Theext emplbyee is askedtosay oh bithatoeof voice that expressa a egative emotio, such as ager, dkgust or sadess. Cotiue aroud the class readig each statemet twice. Your mother wats you to call right away. Look i the ove ad see how your cake is doig. Go for the Gold! She is goig to marry your exhusbad. You re makig the salad. Here is your check. This is what we re havig for luch. Please otice that oe of these statemets expressed aythig, oe way or the other. You have o idea whether the cake looks good util you hear the toe of voice of that Oh. t s ot what we say, it s the way that we say it. Actually, commuicatio is both words ad toe, agreed? We must choose our words carefully. Some words, like Oh, are fairly eutral i meaig, while some words are color words; that is, they immediately ispire a emotio. For example, accidet is eutral, disaster is a color word. Leader is relatively positive, but boss has a bit of egative cootatio. What are some other examples? Write res#umses o a board, flip chart or tras@mcy. Aother thig about words is that they mea differet thigs to differet people. What do you thik of whe say boet ad boot? To the Eglish a boet is the hood of the car ad boot is the truk. What does fast mea to you? (Wait for chss to come u. with several aswers. out hadout. ) NFSM Sedig Sigals - Page 3-6
8 Go for the Gold! We ca summarize this sectio o verbal commuicatio with several poits to keep i mid whe we choose words for commuicatio: N Try to use words that mea the same thig to most people. H Uderstad that color words arouse emotios. Combie choice of words with toe of voice to com- muicate iteded meaig. m Thik before you speak. Set goals-what you wat the receiver to kow, do, or uderstad. Check back with listeer to make sure what listeer heard was what you meat. NFSM Sedig Sigals -Page 3-7
9 Go for the Gold! Segmet 3 - Noverbal commuicatio Refer back to listjhm segmet 1. deti~ ay o the list that areove&al R9midchss howim~toveh1 commuiuztiv is ad ask themtoaddtotki?list.ask whatabout...? forayof the folbwig that are ot yet o the list: the way w dress, our groomig, facial expressio, ervous hubits, posture, f?sturm. Here are some examples. What do these gestures say to your customers about how you feel? Arms folded across chest Hads o hips Frow Lookig dow, lookig off, ot lookig at CUP tomer Yawig Tappig foot, tappig servig spoo Sighig Slouchig How about these? Smile Leaig slightly forward Direct eye cotact Head tilted to oe side Buoyat posture Arms relaxed or outstretched Activity: Churades. Divide class ito two tams. Give oe peo o each teum oe of the e3@essios to act out. Oi)facialeLbpESsti, hud ad body wtfwts atlowed; o t&bag or l+ syc. Other team membersguess.fi7stteamtogetal.l the expressios cotrbct wis. Go away! Stay calm No more for me. Be quiet. am hot. Qromise. am cold. Follow me. watarkk Thatperso is crazy Come here. Sbt?ed it ub! To the istructor For this segmet you will eed: Chalk board or flip chart Commuicatios meaigs from Segmet 1 2 copies of charades words, cut apart 1 copy of scearios, cut apart NFSM Sedig Sigals - Page 3-8
10 Go for the Gold! _ - Put yourself i the customer s place. What is the effect of the followig? Sloppy, ill-fittig, or lesstha-clea uiforms? Hair hagig the face? dow over Bright ail polish or chipped polish? Lots of jewelry? Ru dow or scuffed shoes? Whe you are a customer, which of the followig do you wat to wait o you? Someoe who is warm, patiet, selfcofidet, iterested, ad helpful? Someoe who is bored, sulle, distracted, hurried, or disiterested? Rowdy txtivity - Divide the c&s i #Girsati g&e a sct5 ati to act out. Oe plays thegood examptk, the other the bad example. AU&w two miutes ~~aratio. They may call up aoth43xlass member to pliay the customer. Ask ci&s to critique customer commuicatio i each case. 1. Server is relaxed, smilig, erect posture, makig eye cotact, How about some barbecued chicke with a baked hduto? L 2. &ver is l&&g o the couter, fbow, tappig foot, lookig dow, sighs ad says, Vhut do you wat? Huy, there s a log lie. B 1. Smilig s- leas s&$&y ford. Hi Bobby, your ew shirt is a great color, bet y0u wat spaghei, ad how about a salad with it? 2. Server, huds o hips, yawig, uhey you, are you a studet here? This is just fm studets. 1. Server rushes to lie, hutigfor servigs*, ca t fid gkkes, shovig huir out offace, says, Wait a m&u& ca t y0u. Your c&ass is early. We re ot ready yet. R 2. Server huwies to lie, where all 42quipme-t is oh, you re early today A. m glad to see you, ad w U be ready ay secod ow. 1. &very& to co-worker, Hq: get autherj8a of that bvzxcoli out here. These kids are waitig! The lie is backig up. Wuzt s wrog with you? 2. Se7ver to CUSM, l m reuuy ghd thut you like broccoli, David, ad U cook sorejust fm- you to-, so you have a salad today ad broc~lj to-w, okay f these scearios we see that words, toe, ad body laguage all play a part i the message we receive. Remember, though, that overbal commuicatio has more impact tha aythig we say. We ca make sure our body laguage gives our customers a positive impressio-cosciously put o a happy face. Wear a smile. Feel good about ourselves ad our jobs, ad it will show! NFSM Sedig Sigals - Page 3-9
11 . Segmet 4 - Review ad develop a pla How do our customers commuicate with us? What skills do we eed, how ca we improve customer s commuicatio with us? (Reoiew chur~titics list-, #age 3-3.) of gwd Ad how do we commuicate with our words, toe of voice, overbal commuicatio.) Activity - Have &ass fiu out Assure them it is for their owuse,wo tbetakzu;z,or gmded. The braistorm some of th folhwig questios with the &ass. Som49aswers aregive, but there are other aswers to meet commuicatio 7ueds of idividuals. Q What s the first step to improve our commuica- A: Uderstad the ti importace of com- \ muicatio to r/ 7 customer service. Accept that most of us could stad to improve Go for the Gold! our skills. Decide to do it. (t will take some determiatio!) Lear to liste to good commuicators ad adopt their best methods. Q How shall we proceed? A: Develop three parts to a pla for improvemet, based o the profile-oe pla to liste better, oe pla to make sure we commuicate what we really mea, a third for overbal commuicatio. Set our goals i cocrete terms. Regularly check chages i our profile. Chage ad adapt the pla as we cotiue to evaluate ad see our eeds for improvemet. Evaluate results. (Had out commuicatio diary.) Practice a lot. Post Positive Reci.pe. olptiual - Amridecopies to cluss m.embeys who watacobddeeb. - To the istructor For this segmet you will eed: Copy of hadouts for each class member l Commuicatio profile (page 15) ad Commuicatio diary (page 16) l Toward improvig verbal commuicatio (page 17) l Positive Recipe (optioal, page 18)) NFSM Sedig Sigals - Page 3-4 0
12 ,- Accompayig materials The followig materials are available from NFSM to supplemet this lesso. Go for the Gold! may be purchased aloe or with the accompayig hadout material that was distributed at satellite telecoferece/semiar sites BLT. Lessos cover traditioal meal patter requiremets for luch ad breakfast, requiremets of offer vs. serve for luch ad breakfast, ad teachig youg childre to like ew foods. The package icludes two videos, &wg&&grdtbzfts &SdrodLau&esad&rrdy Bd?U#-tZdH&Frieds.LH#7HdikG NW Foods. NFSM ET l-91 (etire package) NFSM ET 1-91 (A) (Excludes Barely Bear) l%rsemdwmakeawi ea is desiged for those who are resposible for hirig ad traiig ew employees to work i Child NutritioPrograms. NFSMT P-j&io is the fial i the series of telecofereces. Uses examples of participatio from all over the coutry to show how to actually icrease participatio i Child Nutritio Programs. Satellite telecoferece/ semiar videotapes are approximately oe hour each. Each tape NFSM Sedig Sigals - Page 3-11
13 Lesso 3 - Sedig Sigals Hadouts Review puzzle 12
14 Lesso 3, Segmet 1 Patter A - Patter B
15 - Lesso 3, Segmet 2 The Meaig of Words Not all words mea the same thig to all people. For example, what do we mea by fast? A fast horse is oe that rus rapidly-uless he is tied fast. However, a color is fast ifit does t ru at all. Whe we observe a religious fast, we abstai. Yet i a geeratio past youg wome who abstaied from practically othig were cosidered fast. c Up has may meaigs. Most people uderstad whe we use the word up meaig toward the sky, the top of the list, the top of the page. But why do we wake up or brig up a topic at a meetig? Why do workers speak up ad why is it up to the maager to write her report? We brighte up a room, light up a cigar, polish up the silver, lock up the house, ad fix up a old car. O the other had, people stir up trouble, lie up for tickets, work up a appetite, ad sometimes get tied up i traffic. They show up late for a appoitmet; the they have to make up excuses ad ed up i trouble. To be dressed is oe thig but to be dressed up is quite aother. As cofusig as it may seem, a drai has to be opeed up because it is plugged up. To be up o the proper use of up, you should look up the word i your dictioary. f you are up to it, you might make a list of the ways up is used. t will take up a lot of your time, but if you do t give up, you may ed up with about a thousad uses of up. 14
16 Lesso 3, Segmet 4 My commuicatio profile As a listeer do you cocetrate o what s beig said ad ot let your mid wader? Do you liste objectively util the customer is fiished speakig? Do you summarize what the customer said to make sure you uderstood? Do you pla your aswer after the customer is fiished speakig? Do you pla what you are goig to say before you aswer? Whe you talk, do you pla what you wat the customer to kow, uderstad, or feel before you speak? Do you state your thoughts clearly, cocisely, ad completely? Do you talk i terms your customer ca uderstad? Do you choose your words carefully to make your meaig clear? Do you check to see if what the customer heard is what you meat? Do you liste to your toe of voice ad does it mea what you wat to commuicate? Does your body laguage give the customer the right impressio? - Ay o aswer eeds improvemet. A ot sure aswer may be a area to watch carefully. (You ca use the above profile for checkig commuicatio with ay persos with whom you commuicate. Where it says customer substitute the appropriate word, such as supervisor, maager, co-worker, spouse, fried, or family member.) 15
17 Lesso 3, Segmet 4 My commuicatio diary Keep a commuicatio diary for a typical day. To evaluate your commuicatio with co-workers, start whe you get to work ad record every cotact durig the workig day. Evaluate your commuicatio with other groups durig the time you have cotact with them. 16
18 . Lesso 3, Segmet 4 Toward improvig verbal commuicatio b Try to use words that mea the same thig to most people. b Uderstad that color words arouse strog emotios. ä Combie choice of words with toe of voice to commuicate iteded meaig. b Thik before you speak. Set goals-what you wat the receiver to kow, do, or uderstad. b Check back with listeer to make sure what listeer heard was what you meat. 17
19 The Positive Recipe Weights/Measures 3 cups 1 lb. 1 lb. 5 tbsp. 9 tsp. 2 oz.?4 tsp. h cup grediets Clear goals, workable Commuicatio, ope Trust ad uderstadig Appreciatio (or praise) Kidess Adaptability Humor Commitmet Additioal 3 cup /a tsp. Directios: toppig Ecouragemet Challeriges 1. Combie workable, clear goals with ope commuicatio. Mix well. Gradually add trust ad appreciatio util fuly mixed. 2. Add kidess to mix. Bled thoroughly. Cook ad stir util thickeed. 3. Add adaptability ad humor util heated. 4. Pour heated mixture ito pa. Stir i commitmet. 5. Fiish as desired. The fiished product should be positive! f sigs of ill will or co&io develop, check igrediets for accuracy. 6. Optioal: The fiished product ca be sprikled with ecouragemet ad challeges. Make your kitche come alive with this ew, excitig priciple, The Positive Recipe. Clear, cocise istructios or expectatios for tasks eable us to accomplish work with little or o help. Ope commuicatio eables us to. make suggestios or commets freely or to ask ay ecessary questios. A workig eviromet filled with trust ad praise for each other motivates each perso to do the best job possible. Each oe of us respods cofidetly to kidess! Beig courteous ad helpig others is a sure way to ifluece people, as well as erichig our ow lives. The ability to face challeges or problems with ethusiasm ad flexibility wis respect ad admiratio. The right attitude ca solve problems fast ad effectively. Takig the opportuity to laugh ad ejoy each other ca build strog bods. A perso who feels eeded will be more committed to the team ad its efforts. We all crave approval ad recogitio as idividuals. Daily or regular ecouragemet ad challeges keep us goig. Source: Terry Keisler, Program Specialist, South Carolia Departmet of Educatio 18
20 Review Puzzle - Lesso 3 1 2
21 Review Puzzle - Lesso 3 Defiitios Fill i as may words as you ca from the defiitios. f you get stuck, the key words are all listed o the right. Fid the word that matches the defiitio that fits i the space. Dow 1. The listeer half of commuicatio two-way resposibility 2. What commuicatio chaels must be for the message to get through 3. What has more impact tha words but less tha body laguage 4. Aother ame for body laguage 5. What we wat commuicatio to be 6. Our co-workers should feel comfortable doig this 7. How we usually commuicate 8. Listeig is the most 9. A way to check for uderstadig of commuicated message 10. A overbal message idicatig boredom 11. What we should do with our eyes 12. A way to improve listeig skills 13. What we ca all do to our commuicatio skills 14. Yes, a lot of speakers are 15. What the receiver of commuicatio must do well 16. Aother word for brief wait to orgaize respose 17. Aother kid of laguage 18. What must be ope for commuicatio to work 19. What the speaker does with the message. Across 1. Commuicatio is a two-way 2. A way to improve listeig skills 3. What commuicatio gets from oe mid to aother 4. What we strive to make our commuicated message 5. We form before speaker is fiished 6. Oe of the metal distractios to listeig 7. Body laguage that expresses disapproval What we use to express ideas The kid of words that stir emotios Both listeers ad speakers must have Why we do t liste well Seder s resposibility to check 13. The real purpose of most commuicatio Hit List liste overbal speaker ope effective chael idea ifluece uderstad repeat ask resposibility sed receiver clear eglected improve skills awe distractio reply borig or bore focus cocetrate Yam cotact pause talkig words toe body color fkowl
22 C Review Puzzle - Lesso 3 - PONSBLTY E P 0 N CONCENTRATE N 0 E N < A S F,: E H N D E A L K F V V K E N E E CLEAR v REPLY N R T G A R G U E 1 L c w - P V E ie E F R 0 W N, C # B A L 1 V - E C L L s H E D S T RACTON S Y E N E l \ UNDERS E S T. TAND D L-J. 21
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