6 SILENT THEORIES

1
6 SILENT THEORIES

• These are some theories which I have
  formatted from my point of view will play
  a major role in successfully deploying any
  restaurants s.o.p standard operation
  procedure .
• BY ABHIJEET .R. SALVI

2
6 SILENT THEORIES

• 1 t.e.a.m way of success .
• 2 happy go makes work easy .
• 3 importance of c in operation .
• 4 effective communications skills .
• 5 why how to impress guests .
• 6 effective body language .

3
A T.E.A.M. WAY OF SUCCESS

• THERE IS no I in the team .
• Simply state WE rather than ME .
• Team work divides the task doubles the success.
• Coming together is beginning,
• Keeping together is progress,
• Working together is success .
•  

4
CONT .

• team work is the concept of people working
  together , as a team for one specific purpose
  under the same value.
• or
• a group of people working together to achieve a
  common goal .

5
CONT

• b what is team work
• the ability to co operate to communicate
  effectively with other sub ordinates to achieve
  the organisations common goal .

6
CONT.

• c importance of team at work place .
•  
• 1 work efficiency .
• 2 improves employees reletions.
• 3 learning opportunity.
• 4 problem sloving .
• 5 better communication.
• 6 shared responsibility
• 7 one vision , many hands .
• 8 importance of time .

7
CONT .

• Important team work skills
• Listening it is very much important to listen
  to other peoples ideas.
• Discussing it is very much important to discuss
  on those ideas .
• Questioning it is very much important to ask
  questions , interact discuss the objectives of
  the team .
• Respecting it is very much important to treat
  others with respect support their ideas .

8
CONT..

• Helping it is crucial to help ones co team
  members , which is the main theme of team work.
• Sharing it is important to share with the team
  , to creat an environment of team work.
• Communication for a team to work very
  effectively , it is essential that the team
  members acquires communication skills inside them
  , so to communicate with other team members .

9
Why team work

• 1Teams are the part of every ones life , we are
  the member of a family team .
• 2 So its appropriate that we understand that
  how to function effectively as a team member.

10
keep the following in the mind benefits of
team work

• 1 team work improves the working environment .
• 2 team work keeps the communication consistent.
• 3 team work relieves stress.
• 4 team work reduces error.
• 5 team work keeps communication lines open.

11
characteristics of effective team members

• 1 t.m are supportive to achieve the common goal
  that is result.
• 2 t.m are open to ideas of others.
• 3 t.m share information ideas.
• 4 t.m support the contribution of others.

12
guidelines of effective team members.

• 1 listens share information.
• 2 really listening to what the other team member
  has to say ,is one of the vital skills we can
  produce to build productive team atmosphere.
• 3 we should always be willing to give an
  attentive willing to hear what other team member
  wants to say expect the same from them for you
  in return.

13
Conflict

• Is most difficult to deal with personally
  professionally.
• Conflict is inevitable .
• Conflict occur because we are dealing with
  peoples lives , ego , attitude .
• I beginnings of conflicts
• 1 lack of proper communication between t. m .
• 2 seeking power.
• 3 lack of openness.
• 4 change in management.

14
conflicts indicator

• 1 body languages .
• 2 disagreements . regardless of issues .
• 3 lack of clear goals .
• 4 desire of power .
• 5 increasing lack of respect .
• 6 withholding bad news.

15
Moral of the story team work

• Lets all keep in mind that the development of
  effective team requires a positive attitude
  commitement towards team work with the
  understanding of what team work involves.
• Dont forget
• Every team member in the team , has times when
  they need support .

16
CONT..

• Finally every teams dream is
  success .

17
B HAPPY GO MAKES WORK MORE EASY

• Its all about enjoying what we do, the way in
  which we do our work . its all about being
  confident in our work .
• Our mood, nature reflects in our work , so
  always make sure you enjoy what you do rather
  than just doing it for the sake of doing .
• couple of points jotted down to make sure we
  remain happy will working our mood doesnt
  hamper our work.
•  

18
1 JUST LET IT GO

• When someone criticizes you or says something
  not-so-nice, just forget it. JUST REMEMBER Worse
  things have been uttered in human history. Even
  when you know the person meant it, remember that
  you become stronger by accepting them for who
  they are and knowing your capabilities.

19
2 BE KIND .

• People who are mean and feel the need to put
  others down are insecure with themselves. But
  when you are kind to others, kindness returns to
  you.

20
3 ALWAYS THINK OF YOUR PROBLEM
AS A CHALLENGE

• When you come up against a difficulty, whether a
  person or an event, consider what your future
  self will have learned from it. I believe it was
  Kanye West, or maybe Nietszche, who said, What
  doesnt kill me makes me stronger.

21
4. EXPRESS GRATITUDE .

• When you let people know that you appreciate
  them, they are more willing to help you in the
  future. Saying thank you is more than good
  mannersits karma.

22
5 ALWAYS DREAM BIGGG.

• The happiest person has reached the highest level
  of Maslows Hierarchy of Needsself-actualization.
  If you want to be happy you must work hard to
  achieve something, and strive to attain that life
  goal.

23
6 SPEAK WELL ABOUT OTHERS .

• The Buddhist notion of right thought, right
  action is an important one. Its in the mind
  that negativity starts. By clearing your head of
  negative ideas of others, you will clear your
  mind of problems, worries and fears, and you
  wont be tempted to gossip or speak ill and bring
  that negativity back to you.

24
7 BE IN THE NOWW .

• Yes, you have to do your laundry and clean the
  bathroom when you get home, but while youre here
  now eating this cheeseburger, just enjoy the
  cheeseburger. Then apply this lesson to all other
  moments of pleasure and workyou can deal with
  the little stuff later.

25
8. DO NOT COMPARE YOURSEFL WITH
OTHERS .

• As soon as you start this, you fall into a trap
  of ego,NEGATIVE ATTITUDE , fleeting aspects of
  reality. Instead, think about what you have that
  makes you happy, or at least satisfied.

26
9 REALISE YOU DONT NEED OTHERS
APPROVAL.

• As long as you do what makes you happy, you dont
  need other people to condone your actions. This
  will free you to act on what you believe, which
  will instill confidence into your every act.

27
10 BE HONEST .

• Lies, even little ones, imply that you are
  willing to be lied to in return. But when you
  keep your conversation honest, you will maintain
  a higher level of integrity in your world.

28
11 TAKE TIME TO LISTEN.

• The happiest person doesnt interrupt because He
  knows that if he wants to be heard, he has to
  listen to others. By listening instead of waiting
  to speak, you can understand what motivates
  others, which can help you build rapport with
  them and understand yourself.

29
12 ACCEPT WHAT CANT BE
CHANGED .

• HEre, I wish I was taller, smarter, and better
  looking. But Im not. As soon as I realized that
  I wasnt going to be President of the U.S.A., I
  figured out what I did want to do with my life
  write.

30
13 TRAVEL ATLEAST TWO WEEKS OF
A YEAR .

• Its even better if its foreign travel. Alas,
  getting out of the country can be expensive. When
  you go somewhere different, to remind yourself of
  how people live in places other than those that
  youre used to, you will be happy to return to
  what you have when its time.

31
14 CATCH YOURSELF BEFORE
NEGATIVITY STARTS .

• Yeah, its easy to read the above points and say,
  okay, I get it. But the hardest part of being
  happy is realizing when negativity starts to
  creep into your mind and from there, getting rid
  of it.

32
15 DRESS WELL .

• Youre only as good as you feel, and you can only
  feel good if you look good. Personal hygiene,
  grooming, and fashion enter into this. Rarely
  will you find someone well-dressed crying by
  themselves.

33
IMPORTANCE OF C AT
WORK PLACE .

• IMPORTANCE OF C IN OPERATIONS
• Definition or meaning of co operation it is
  something like mutual understanding among co
  workers to make situations more agreeable for
  the betterment of their own for the
  organization .
• Or
• Voluntarily arrangement in which two or more
  entities engage in a mutually beneficial
  exchange instead of competing .

34
CONT ..

• Cooperation displays team work efforts of an
  organization.
• If we follow this theory , it would acts as
  violence prevention in any organization
• C PLAYS A VERY IMPORTANT ROLE IN ANY FORM
  OF OPERATIONS .
• TO RUN ANY OPERATIONS SMOOTHLY CO OPERATION
  IS VERY IMPORTANT .
• CO OPERATION AMONG SPECIFIC DEPARTMENTAL
  STAFF , AMONG OTHER DEPARTMENT STAFF .

35
CONT ..

• SO ITS VERY IMPORTANT TO ALL OF US TO
  INHERITE THE ACT OF CO OPERATION INSIDE US .
  THIS EVENTUALLY HELPS US TO REACH OUR ORGAN
  ISATIONAL GOALS , OUR DESIRED GOALS WITH OUT
  ANY BARRIERS , OBSTICALES .
• CO OPERATION IS JUST LIKE GIVING HELPING HAND TO
  OUR SUB ORDINATES, TO OUR FELLOW WORKERS.

36
CONT ..

• With this theory of co operation an organization
  can reach its dessired
• Goals in lighting speed .
• This theory is not been thought , or created by
  others ,
• This theory is been learned been created by
  an individual for his own betterment for the
  betterment of the organization .

37
This theory can be inherited only if

• 1 An individual is positive in his thoughts
• 2 An individual is not working for himself ,
  but working for the organization to achieve their
  goals .
• 3 an individual who is a team member .
• 4 an individual who wants to grow in his
  personal life .
• 5 an individual who wants to remain far from
  stress , of being carried away from work from
  co workers .
• 6 an individual who really wants to see his
  organization grow .

38
Now who can achieve this theory

• 1 only by that individual who possess calmness
  .
• 2 by that individual who shows patient in all
  his actions .
• 3 an individual whos passion is to communicate
  .
• 4 an individual who understands his team members
  well .

39
Need importance of co- co operation

• 1 unity unity remains in tag with proper co
  operation.
• 2 proper team work with proper channel of
  co-operation among staff team will perform well .
• 3 lack of differentiations their would not be
  any kind of differentiations among the team
  members , sub ordinates . if there would be
  proper co operation among them.

40
CONT ..

• 4 desired goals would be achieved in lightning
  speed . as everyone knows their responsibilities
  .
• 5 empire building this helps in building an
  organization , as its one of the important
  element for the success of an organization.

41
ELEMENTS .

• 1 positive approach from all team members of the
  organization.
• 2 constant communication among team members.
• 3 right kind of attitude should be inherited by
  all team members.

42
CONT ..

• 4 friendliness concept should prevail among team
  members.
• 5 recognizing respecting the other team member
  efforts.
• 6 willingness to enhance others power their
  skills, knowledge, resources. so that the others
  reach to their goals with your enhancement .

43
CONT ..

• 7 listening to other team member, for their
  ideas appreciating for the same.
• 8 by putting competition aside by all.
• 9 always communicating with other team members
  face to face.
•  

44
D EFFECTIVE COMMUNICATION
SKILLS .

• What is communication?
• Communication is simply a two way process in
  which we share ideas, information or sometimes
  transmitting verbal or non-verbal transactions.
• If there is healthy Effective communication among
  staff tem members than there would be
  productive relationship among them ., which in
  return creats healthy working atmosphere .

45
CONT..

• Good healthy communication is always the reason
  of ones success poor communication is the
  reason of failure .
• It clearly indicated that communication appears
  to be the key to any teams success .

46
WE COMMUNICATE TO ..

• Get information
• Praise other team member for his efforts.
• Get feedback
• Sell our products
• Greet our guests
• Etc.

47
FEATURES OF EFFECTIVE
COMMUNICATION .

• 1 actively listening.
• 2 eye contact
• 3 posture .
• 4 simple language .
• 5 questioning skills .

48
BARRIERS OF COMMUNICATION .

• Noise
• Inappropriate medium
• Emotions.
• Language differences.
• Poor listening skills.
• Use of jargon.
• Assumptions.
• Selective listening .

49
PROCESS OF COMMUNICATION

• MEDIUM
• SENDER BARRIER RECEIVER
• FEEDBACK

50
FROM THE CHART

• This communication chart indicated that there
  should or we should always have face to face
  communication avoid the barrier i.e. 3 party
  . to have effective communication link in an
  organization . with such kind of effective
  communication its healthy for the organization
  for the team members as there will be healthy
  working atmosphere.

51
CONT ..

• 70 of mistakes at any work place are direct
  result of poor communication

52
ROOT CAUSES OF POOR
COMMUNICATION

• 1 fear
• 2 missligned expectations .
• 3 confussion.
• 4 loss of momentum.
• 5 dissatisfaction.
• 6 lack of commitment.
• 7 unconscious incompetence .

53
ESSENTIALS OF COMMUNICATION
DOS.

• 1 proper eye contact.
• 2 active listening .
• 3 keep it short simple .
• 4 avoid interrupting .
• 5 appropriate facial expressions .
• 6 exhibit affirmative head nods .

54
DONT S .

• 1 do not speak too fast or too slow.
• 2 do not interrupt the speaker.
• 3 do not assume that everyone has understood

55
CONT ..

• Before communicating on any sensitive issue ..
  ask yourself ?
• What is the basic purpose or aim of my
  communication .
• Who will receive it ?
• What is the likely attitude of the listener ?
• How much did he needs to know ?
• Is my timing right ?

56
LISTENING

• Listening is the ability to accurately receive
  and interpret messages in the communication
  process.
• Listening is key to all effective communication
  in an organization , without the ability to
  listen effectively messages are easily
  misunderstood in this the communication breaks
  down and the sender of the message can easily
  become frustrated or irritated.

57
ALWAYS REMEMBER GOOD LISTENING
SKILLS CAN ALWAYS LEAD TOO.

• 1 better customer satisfaction,
• 2 greater productivity with fewer mistakes.
• 3 increased sharing of information that in turn
  can lead to more creative and innovative work.
•  

58
9 PRINCIPLES OF LISTENING

• 1 stop talking .
• 2 prepare yourself to listen .
• 3 remove distructions .
• 4 emphasize .
• 5 be patient .
• 6 avoid personal pre judice .
• 7 listen to the tone .
• 9 watch for the non verbal communication .
•  

59
E WHY HOW TO IMPRESS RESTAURANT
GUESTS .

• Why how to impress our guests
• As we all know that first impression is the last
  impression, so why not make use of this saying to
  its fullest lets start impressing our valued
  guests.
• A through hospitality professional is the key
  tool for building long term customer loyalty.
• In these competitive times, its very necessary
  to take the first step, to impress our guests,
  before others take the advantage of it move
  forward.

60
ALWAYS REMEMBER

• Good customer service ----- lasting
  relationship.
• Average customer service ----- steady
  relationship that could be lost.
• Poor customer service ----- lost
  business.

61
ALWAYS REMEMBER WHAT DOES
GUEST DESIRE .

• Friendliness
• Fairness.
• Information.
• Alternatives.

62
4 AREAS WHERE WE CAN WORK
IMPRESS OUR GUESTS .

• 1 when guests arrives .
• 2 the length of waiting before service actual
  service inside the restaurant .
• 3 at the time of providing actual service
  inside the restaurant .
• 4 exit time .

63
.TO IMPRESS OUR GUESTS WE NEED TO
INHERITED THE ART OF ANTICIPATION.

• 1 Knowing what our guests wants when it is
  wanted .
• 2 Thinking one step ahead of our guests .
• 3 Being prepared with back ups.

64
10 WAYS TO IMPRESS OUR VALUED GUESTS

• 1 commitment of quality service .
• - by committing to quality service , we could
  creat a positive experience for our guests .
• - by this we will go above beyond our guests
  expectation .
• 2 server f b personnel should know our
  products very well.
• - this helps to win our guests trust confidence
  at ones.

65
CONT ..

• 3 know your guests.
• - a servers service approach should be such that
  , he should know in advance what are his guests
  needs .
• - by this habit of proactivity we would surely
  win over our guests impress them .
• 4 treat greet all our guests with courtesy
  respect .
• - always remember every contact with our guest
  leaves an impression.
• - so greet all our guests at all given point ,
  good afternoon ,sir / mam , good evening . ,
• - use phrases like , sorry to keep you waiting
  , thank you for your order ,.
• - Use phrases like hope you have a delightful
  dining experience with us . while escorting
  guests to their tables BY THE HOST .

66
CONT ..

• 5 always remember never argue with the guests .
• - this is very important aspect .
• - always remember we all need to be solution
  focused rather than problem focused .
• - if we are solution focused than for sure we
  will retain that guest , as he is happy , for
  sure we will creat a atmosphere of impressing the
  guests .
• 6 never leave guests hanging alone .
• - Always remember, all communications with the
  guests needs to be handled in sense of urgency .
• - so incase any problem arises do not leave
  guests in middle of it as then the problem may
  rise serious one .
• - its a very good scenario , as its gives us an
  opportunity to impress guests by solving his
  problem .

67
CONT ..

• 7 guests are always right .
• - Always remember this concept , as it plays a
  very important role in impressing our guests .
• polite friendly alternative.
• I dont know - I
  will find out .
• No -
  what I can do is .
• Thats not my job - let me
  find the right person who can
• 
  Help you with this .
• Thats not my fault - lets see what
  best we can do about this.
• Calm down - I apologies.
• I want you to - lets .

68
CONT ..

• 9 take things slowly .
• - this is because guests care more about quality
  service the competence of the service staff ,
  rather than speed of service .
• 10 know how to close the conversation .
• Your willingness to do this will show our guests
  3 important aspects .
• -you really care about getting it right
• -you willing to keep going , untile you get it
  right .
• -you agree to the point that the guests are
  always right .

69
CONT ..

• 11 getting feedback .
• Getting feedback from our guests allows us to get
  an idea on what matters to our guests . this make
  guests feel important as he feels the
  organization is really bothering what their likes
  dislikes are .
• 12 followings qualities should be inherited by
  all f b service staff .
• Job knowledge.
• Judgment.
• Motivation to serve.
• Selling techniques.
• Planning .
• Situation analysis .
• Work standards s.o.p

70
OTHER THINGS WHICH WE NEED
TO KEEP IN MIND .

• 1 being professional in our work
• 2 by maintaining consistency in what we do.

71
CONT ..

• 1 first impression hosting - greet guests as
  they enter our restaurant , depending on the time
  , its rightly said when the start is correct it
  ends perfectly .
• 2 when the guest opens the restaurant door.
  Enters the restaurant.
• 3 escorting the guest at the allotted table.

72
CONT ..

• 4 taking the order . greet guest at the time of
  order taking
• 5 suggesting them signature dishes of our
  restaurant. guests normally likes suggestions
  form the servers , this is a perfect act where we
  can impress our guests , by giving away
  information to them about our products .

73
CONT ..

• 6 serving flavoured water . with this iam quit
  sure guests will definitely get impressed
  surprised as till now they may have not come
  across any restaurant serving flavoured water
  .also here we can inform them about the health
  benefits of drinking flavoured water. Oranges are
  good sources of minerals such as calcium , iron ,
  sodium , copper , potassium , magnesium sulfur
  .

74
CONT ..

• 7 doing follow up after each course , whether
  they enjoyed it or not.
• With such kinds of follow up , guests will
  definitely be impressed as they will come to know
  that the service staff is really concern about
  what their guests taste is about .
• 8 if any special request by any guest on food ,
  consult with our head chef if its possible.
• 9 suggesting them our signature desserts.
• 10 greeting our guests at all points .
• Right from entering to exit.

75
CONT ..

• 11 be observative on small things ,like
  refilling of water glasses , making sure specific
  table have right kind of cutleries before their
  food arrives on table, tissue paper.

76
CONT ..

• 12 never argue with our guests .
• Always be calm always show courtesy respect
  to all our guests .
• Always remember guests wants us to ..
• Greet him .
• Value him.
• Help him.
• Listen to him.
• Invite him back .
• Most Important to impress him .
•  
•  
•  

77
(No Transcript)
78
F BODY LANGUAGE

• Body language is nonverbal language, communicated
  by our body gestures, facial expressions.
•  

79
WHY BODY LANGUAGE IS
IMPORTANT .

• Why body language is important?
• 1 with proper body language, our interpersonal
  communication enhances.
• 2 it increases our confidence.
• 3 it creates good impressions on others
• 4 improves personal relationship as well.
• 5 it displays positivity of an individual.
•  

80
CONT ..

• 7 of communication is delivered by words.
• 38 of communication is delivered by our voice
  tone.
• 55 to 90 of communication is delivered by our
  body language.

81
ESSENTIALS OF BODY LANGUAGE IN
HOSPITALITY INDUSTRY ..

• 1 dont cross your arms when standing inside
  the restaurant
• As our job demands us to meet communicate
  with numerous peoples each single day we have to
  show that we are confident . crossed hands puts
  us on defensive mood . an individual who is not
  willing to understand .

82
CONT ..

• 2 eye contact
• Proper eye contact is very essential as it
  plays a vital role especially in our industry ,
  where we meet numerous peoples .keeping eye
  contact displays our confidence level in our self
  .

83
CONT ..

• 3 avoid your pockets
• To show confidence with our body language is
  to keep our hands out of our pockets . we put our
  hands in pockets when we are uncomfortable or
  unsure about something or about ourselves .
• 4 proper grooming
• Grooming is an essential component of
  communicating confidence through our body
  language .

84
CONT ..

• 5 smile
• Always remember confident people smile as
  they have nothing to worry about .
• 6 nod when guests are talking with us
• It is most important nonverbal communication .
  this is because as we talk to our guests ,
  nodding once a while indicated that we are
  listening to them , but over doing should be
  avoided .

85
CONT

• 7 always keegood attitude
• Always keep a positive , open relaxed
  attitude .
• Lastly remember body language impacts a great
  deal of how we communicate, can reflect quite
  accurately whats going on inside us .

86
ALWAYS KEEP IN MIND .

• As we meet different kinds of guests every single
  day , we all have to maintain a proper , descent
  body language . which will display our work
  culture through it .

87
CONT

• People read our body language very often. Always
  remember our postures are a great source of
  information . they tend to reflect our mood our
  confidence level .