Communication
What are the different types of communication?
Verbal, Non Verbal, Written, Visual
What is Professionalism?
The skill, good judgement and polite behavior that is expected from a person who is trained to do a job well.
What provide 3 examples of good customer service
Answers may vary:
Following the 10 foot rule
Smiling
Responding to Customer Questions
Answering the Phone
Being Polite
Staying off Your Cell Phone
Assisting Customers
You work as a food runner at a movie theater. A guest is upset with you because you forgot their ketchup. The ticket did not say to bring ketchup, so you know it's not your fault. What should you do?
Apologize and let the guest know you will get their ketchup right away.
What are the Four Steps of Communication?
2. Establish physical presence
3. Think with your eyes
4. Use your words to relate to others
What are the common attitude problems at work?
1. Negativity
2. Helplessness
3. Hopelessness
4. Defensiveness
5. Hostility
What are three examples of having a good work ethic?
Providing good customer service, punctuality, having focus, having dedication, professionalism, a desire to improve, showing initiative, being productive.
You have tickets for a baseball game, but forgot to ask off. Your schedule came out, and you are scheduled to work the day of the game. What should you do?
Ask to switch shifts with a co-worker, sell your ticket and work.
What are topics you should NOT talk about at work?
Personal Problems, Politics, Religion, Love Life, Money
What is a Feedback Sandwich?
1. Provide Positive Feedback
2. Provide Negative Feedback
3. Provide More Positive Feedback
How can you improve yourself at your job?
Ask your boss for feedback, implement the feedback
Your manager told you to start sweeping the floors before the store closes. While sweeping the floors, your team leader came up and asks you to clean the bathrooms right away. What should you do?
Let your team lead know that the manager had asked you to sweep the floors now, and ask if you can clean the bathrooms after sweeping.
What are the benefits of being a good listener?
Improves Communication, Shows You Care, Shows Respect, Builds Relationships
What is the difference between Feedback and Criticism?
Feedback shows what can be improved, targets a specific behavior, and motivates you to alter that behavior.
Criticism points out what is wrong, is vague and overgeneralized, and leaves you feeling unsure about yourself or upset.
What will dedication at the job you have now help with a job you want in the future?
You'll have good references!
What are the steps in the decision making process?
1. Relax
2. Give yourself confidence
3. Identify the problem
4. Come up with all possible solutions
5. Figure out all the positive and negative consequences of each solution
6. Identify what is important to you
7. Make the decision
What are the 5 areas of Speaking and Appropriate Language at Work?
1. Avoid Foul Language
2. Expand Your Vocabulary
3. Avoid Gossip
4. Keep it Positive
5. Leave Your Personal Life at Home
List the 5 Skills for Great Teamwork
1. Listening Well
2. Conflict Management and Resolution
3. Reliability
4. Respectful Attitude
5. Communication
What does it mean to have initiative?
You work at Home Depot stocking shelves. Your coworker asks you to bring a large pallet of freight to the other side of the store using the fork lift. You do not have a fork lift driver certification. What should you do?
Let your co-worker know that are not authorized to drive a fork lift, and help them identify another coworker who can.