Definition of Key Terms
users of goods and services
customers
what is verbal communication
communicating with words, sounds, oral language.
Messages may be misinterpreted because of _________.
barriers
key pad, handset cord and speaker are....
parts of the telephone
three main category of cookery methods are?
dry heat, moist heat and combination heat
persons who come for business and are not part of the work environment
external customers
The BEST telephone greeting to be used in the workplace is?
a) Who's this, what do you want?
b) Hello, good afternoon, I am ______.
Hello, good afternoon, I am ______.
name three needs of the customer
To feel welcome
To feel important
To be appreciated
To be understood
to be given assistance
Name three tools you need when you need to take a messages from telephone calls in the workplace.
message/ notepad, pen, pencil, device.
boiling is to moist heat while pot roasting is to ____?
combination heat
This resolution technique involves giving in to the other party's demands to avoid conflict.
accommodation
The three main elements of communication are
sender, reciever, message
describe "active listening"
being attentive to the customers, giving full attention maintain eye contact, paraphrasing for clarity and understanding.
If a customer is rude, impolite and threatening we should?
remain calm, do not panic, notify our supervisor.
Heat transfer through solid objects like pots is called?
conduction
The application of heat to food which brings about physical and chemical change is
cooking
Using gestures and body movement to exchange messages, is known as ?
non-verbal communication
recognizing individual human rights, diverse languages and valuing cultural differences is known as
cultural awareness
before transferring a call you should?
notify the customer of the transfer and ask if they can be placed on hold.
food may be unattractive and bland in taste, which method of cooking has this disadvantage?
steaming
In food preparation heat is transferred through gas or liquid currents circulating from one region to another.
convection
police officers, principal and nurses are ________ customers.
internal
These groups of people believe, shaking the hand firmly, as part of greeting each other
German and American
three important practices when answering a telephone call are?
Answer all calls whether internal or external quickly
Greet the customer (internal and external) with a cheerful voice
Identify your organization
Answer questions honestly
Ask the caller for his/her name and contact number
state three reasons for cooking food?
to promote digestibility
Introduces variety in the diet
Preserves food for later use
destroy natural toxins