Crucial Conversations
What is a crucial conversation
A discussion where stakes are high, opinions vary, and emotions run high.
In the BEST companies, everyone holds who accountable?
Everyone else, regardless of level or position
After you cut the avocado in ¼’s and remove the skin, how do you slice the avocado?
From the widest side to the narrow side, leaving the narrow end in tact (acting as the hinge).
How should the tape look when putting up posters in your restaurant.
Hidden behind the poster in a loop.
Who is the oldest LHG employee?
Karen
what does starting with heart mean
Means we stay away from blame and focus on solving the problem and not winning.
What 3 tasks do I want you to take back to your management teams:
a. ABCD Ranking
b. Action Plan with each manager to have Crucial Conversations with at least one A/B player and one C/D player
c. Train/Roll play with your team on how to have those CC’s.
For Dry Rub Wings – How much dry rub gets added to toss for each order?
2 tsps
You can measure the healthiness of a team by measuring the ______ between when an incident occurred, and when it was addressed.
The lag.
How did Jon hurt his leg?
running to his gate after Mexico
How should you end every crucial conversation?
Clear action and accountability. Who is doing what, by when and how you will follow up.
Which 2 groups of ABCD Players can stay stagnant or improve.
BC
Why do we soak the green onions in cold water after we cut them?
to enhance their crispness, as the cold firms up the cells, giving them a satisfying crunch. Additionally, this technique improves the presentation — the onions will curl up in the water, creating a visually appealing effect.
An employee is 18x more likely to be committed to a job when they have a good what?
a good onboarding experience
what popular steakhouse did our new GM Shawn work at prior?
Johnny's Italian Steakhouse
STATE YOUR PATH METHOD:
Share your ____
Tell your_____
Ask for their _______
Talk_______
Encourage_____
Facts
Story
View
Tentatively
Testing
B Players tend to hire _______ Players because they ___________________.
(C players, because they don’t want to be outperformed).
Name 3 of the 5 reasons why soaking our chicken breasts and tenderloin in buttermilk for at least 2 hours (and under 24 hours) is vital to the quality of this product:
a. Tenderizes the meat
b. Flavor
c. Improves coating adhesion
d. Prevents drying out
e. Creates a crispier crust
What is the number one reason employees are unsatisfied and what can we do to fix it?
Communication: Meetings! Manager specifically
How many trout will Pete catch this year?
zero, because he already exceeded the amount last year.
When we Master Our Stories, we choose to focus on the facts. We don’t want to assume the other person's reasoning or work ethic. Give me an example of a time you made an assumption and how you should have used facts instead.
Julie approval.
If you want to keep AB players happy and engaged what should you do to all D Players?
Eliminate them.
What are the 2 most common mistake our BOH teams make that ruin our sides?
a. Sandbagging
b. Incorrect/Improper seasoning
what does Andy feel is the biggest overlooked part of an argument?
Silence or violence. Because both ways do not solve the issue. And its the MOST common way that staff uses to solve an issue, and is the easiest way to build a toxic environment.
what is the number 1 thing you don't want your boss seeing you do at work
on your phone