Effective Communication Techniques Assignment Sample

Subject Name : Effective Communication Skills

Case Study: James

Question 1

James works as a chef in Question 2

List three signs that may indicate that a work colleague needs coaching.

Ans.

Lack of requisite knowledge to perform the task,
Management directive for training and
Increasing number of customer complaints.

Question 2

Describe three performance issues or difficulties that could occur during coaching.

Ans. The first problem in coaching will be lack of requisite skills and knowledge of new staff members in doing the requisite task. The second problem will be lack of appropriate training materials such as cooking and recipe instruction books and infrastructure. The third problem will be failure of new staff members to learn new cooking concepts during the coaching period.

Question 3

Describe what is involved regarding the following steps of coaching:

Explanation	It involves explaining the new industry challenges to employees. For example, hotel industry may be facing stiff competition, government policy and low tourists volume. The trainer also explains skills and technology to overcome the existing challenges.
Demonstration	It includes both class room and in-house demonstrations. In class room coaching, employees are trained on how the new skills and technology will improve the overall performance of organization. In-house demonstration is the onsite demonstration of new technologies to the participants.
Review	Evaluation of the training methodology and effectiveness in achieving the desired goal. The outcome of any coaching session depends upon set of multiple factors and depending upon the outcome, managers may decide on approval or non-approval of the coaching method.
Listening to trainee explanation	The trainer carefully listens and note down any query or doubt of trainees about a training module. The trainees can present their own assumption on new skills and technology being taught to them.
Observing and evaluating trainee demonstration	The trainer asks each trainee to demonstrate the training methods and skills they learnt so far. The trainee is required to demonstrate his/her knowledge both in classroom and onsite facility. The trainer evaluates demonstration of each trainee and assign grade according to performance and submit the report to the company management.

a busy Italian restaurant. They have just employed a new staff member, Amy, to assist in both front and back of house during their busiest service periods.

It is James’ responsibility to coach Amy during her first week on the job.

a. What skills might James need to teach Amy? List three.

Ans.

Time management,
Creativity &
Leadership

b. What knowledge might James need to teach Amy? List three.

Ans.

Hospitality management
Knowledge of kitchen tools &
Front office desk management

c. Who should James report Amy’s progress to?

Ans. James should report Amy’s progress to the senior manager of the Italian restaurant.

Question 3

List three tasks that must be done in a commercial kitchen and the relevant procedure that must be followed

Task	Procedure
1. Cooking	This process involves preparation of foods using various ingredients, kitchen tools and utensils. Each food needs specific ingredients and cooking condition such as baking, grilling, frying, roasting etc.
2. Creation of menu	The food menu preparation is description of foods and beverages in a book or website that a restaurant offers to its customers. The description include quantity, price and type of the food.
3. Cost control management	It involves purchasing food ingredients from vendors at competitive price, controlling wastage of food items during cooking and including food items according to consumer demand.

Question 4

List three effective communication techniques used when training a colleague in the workplace.

Face-to-face interaction
Email &
Chat messenger Apps

Question 5

You work as the manager of Crave Catering.

One of the kitchen hands, Alex, has failed to comply with safe work practice in relation to the safe use of knives in the kitchen.

Alex has no formal kitchen/cooking qualifications and is careless when it comes to using the sharp knives. Yesterday he accidentally injured a co-worker with a knife. When spoken to about the incident, Alex was apologetic and asked for some training in safe knife handling practices.

Alex is Brazilian, and English is his second language. He has only been living in Australia for three months. He appears to be very shy and lacks confidence.

As the manager, it is your responsibility to organise and implement some on-the-job training for Alex.

a. What type of coaching does Alex require?

Ans. Alex needs skills coaching as he is not familiar of using kitchen tools and also non-fluent in English language.

b. List three factors that may have impacted on Alex’s need for workplace coaching?

Ans.

Psychological
Personal &
Environmental factors

c. List the three steps to take when preparing for the coaching.

Ans.

Collect and analyse the performance records of employees
Prepare a list of employees for coaching &
Discussing and finalizing appropriate coaching programme

d. What strategies could be put in place to overcome the language barrier, to ensure that the workplace training is beneficial for Alex?

Ans.

Use of visual method of communication,
simple English vocabulary and
online translation software.

e. Describe three strategies that you could use to build on Alex’s self-esteem and assist him to gain confidence in the kitchen.

Ans.

The knowledge boost up is enhancement of knowledge of employee through classroom training or self-learning. Motivation is the act of stimulating employee for higher productivity through monetary and non-monetary incentives. Identification of weakness is finding shortcomings of employee before and after training session. All the three strategies are required to build up self-esteem and confidence of Alex.

f. List one Workplace Health and Safety procedure and one Hygiene procedure that will need to be considered throughout the coaching.

WHS Procedure	Wear safety equipment such as helmets to perform certain tasks
Hygiene Procedure	Spraying the workplace with antibacterial liquid at continuous intervals

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