Stonegate Recap Quiz

To motivate the team, they need to understand the vision of the organisation, as this is creating something for the business to visualise mentally and have a view into the future. The values are linked to the company culture which helps create a common purpose, and business objectives are linked to the values which the team work towards together.

Sharon is going to take control of the team by allowing the team to give feedback about other members of the team in an open forum, as part of any other business at the team meeting. She feels allowing them all to share their thoughts and opinions will help the team work more effectively.

Sharon believes that the team will work out their way of getting their work done, they should be motivated by the directions given from the head chef and wanting to please them on a daily basis.

Abdul is planning a team development session about how to communicate, emphasising it’s a vital skill in improving organisations relationships

Abdul is going to speak to everyone individually to ensure they have no issues with communicating and developing working relationships with colleagues

Abdul is just going to carry on working as normal, if there are any issues then the team will be quite comfortable in approaching him and discussing it when they are ready

Simon is devising some training which highlights how customers are split into groups. The groups have different needs and expectations, so the team must be able to confidently identify these needs and wants, and then provide service and products which match those needs and expectations. This understanding will help the team to anticipate the needs of the customers who fit into different groups easily.

Simon has proposed the company allow him to do some shadowing of the team so he can spot opportunities for individuals to improve on their current behaviour and service they provide customers. This will be completed over several months, so it will take some time to collate the results and implement some changes in the processes that staff follow.

Simon thinks that the customers will tell the staff what they want and need, which will eventually mean the staff learn from their mistakes, thus improving their own personal service and style to meet their individual needs. Simon is going to speak to the customers he likes in order to get some feedback on the impact of this, in order to measure the success of changes made.

Sunita should monitor the team to see which of them demonstrate the behaviours she believes are instilled within leaders naturally, therefore the suitable person will then not require extensive training in order to be able to take on the new role as a team leader.

Sunita could do some learning about the different leadership theories which include Lewin’s leader behaviour framework, which consists of three different types of leaders. The leadership of the team should be a product of interacting within a group. To support and motivate the team she needs to ensure the team is positively motivated in line with the organisations objectives and aspirations.

Sunita should do some reading about leadership theories and choose the best style that suits her and her beliefs, this will then influence the behaviours of the team and replicate the ways of working she wants to use in order to maintain the performance of the team.

KPI’s often cover important aspects over a time period. 5 different types of indicators introduced to highlight the importance of different types of KPI, including financial which are numeric and could be seen as easier to understand. KPI’s should be SMART and if measuring happiness or satisfaction, then it needs to have a grading to illustrate how happy or satisfied the person is with a product or service.

KPI’s are specifically related to an individual’s performance rather than being used to measure sales of good or services. Rob should only focus on measuring the team on their ability and use other methods in order to measure the financials of the organisation.

KPI’s are not a clear indication of performance in line with an objective over a set period of time. Rob should motivate the staff by setting open ended goals without a specific time frame as their goals won’t change. It’s always important just to focus on the satisfaction of the customer, providing them with what they want and by just working closely with the team towards customer satisfaction will provide enough information about how the business is performing.

Sam thinks she should ask the team to volunteer to attend the training to allow them to have a choice about updating their knowledge of race discrimination. She feels the discrimination policy of the organisation isn’t a priority as the team get on well and they understand that social circles are formed by choice and shouldn’t feel forced into talking or spending time with other colleagues if they don’t want to, as long as they do their job well.

Sam is developing a mandatory training session which the team will complete as part of their monthly team meeting. This ensures they are aware of the protected characteristics and understand the differences between ethnic and national origin. Racial discrimination can be something as subtle as a passing comment or a joke, which can be offensive. Exclusion, violence or threat of violence can also be classed as racial discrimination, so it’s important all team members are confident that behaviour within the workplace isn’t discriminating against members of the team.

Sam has discussed the training with the general manager and they feel it is really valuable but they agree there isn’t enough evidence to suggest this training is needed at this moment in time. She hasn’t had any reports of discrimination from the team and hasn’t heard staff using assumptions or stereotypical opinions.

Bozena is going to ask the team to concentrate on their everyday tasks to ensure they are performed well and in line with the job that they are employed to carry out. If everybody concentrates on their own work, then this will ensure customers receive what they expect and staff won’t become distracted by other tasks that aren’t their responsibility.

Bozena is going to organise a job swap where different members of the team, both front and back of house, will swap roles on a normal working day. This will be without any preparation or training to see how they perform and then they will appreciate the work others do and be aware of other skills they could develop in other areas. She thinks this will help to develop team spirit and aspiration in team members to recognise the skills required in other areas, helping them to be more respectful of their colleagues.

Bozena has organised a training session to help the team understand that they represent the business to customers and colleagues, even if they aren’t a customer facing member of staff. The responsibility of staff is to use the training and knowledge given by the employer to complete allocated tasks in a safe and responsible way, and if staff see others working in an unsafe way this will encourage them to replicate this behaviour. Helping each other and setting good examples is a positive way of building good working relationships, as this will then impact on the service the customer receives.

Adam is using the guidance from the HSE website which describes the risk assessment process and highlights the areas that need to be considered as potential to cause harm to people. From this the team can have a better understanding of the risk assessment process, look at ways at preventing harm through identifying the risks themselves, and then together agree the best way of controlling them by putting appropriate measures in place. Going through this process together will help apply the knowledge and embed it within their work practices.

Adam is looking back through the accident book, which all the staff are aware of and know the importance of using if they experience an accident at work. He is really pleased to see there are no entries since 2014, which must mean that staff are really well trained in using the equipment, working safely at all times with cleaning materials and moving stock around the building. Therefore, there is no reason to undertake any further training with the team, despite the fact that all of the staff have been recruited over the past 18 months.

Adam is concerned about the staff having an update in relation to Health and Safety, Risk assessment and hazard analysis. So, he is going to select a member of staff from each of the teams to attend an IOSH course, then they can come back to the business to show the rest of the team how they should be working in order to protect themselves, prevent accidents and help to minimise risk in the working environment. The staff all receive mandatory training on induction so this should be sufficient.

John is planning on delivering a session which highlights the importance of the team’s responsibility in line with tasks that relate to legislation. Food Safety law requires the business to complete checks and document the results in order to prove their compliance. Legislation exists in relation to minimum wage, disability discrimination, race relations act, sex discrimination and equal pay, so if the business breaks the law not only do they risk getting fined or potentially imprisoned, they also run the risk of their reputation being publicly damaged. This not only can damage customer perception of the business, it can damage the moral and integrity of the staff working there.

John shares this article with his managers, who all say that this is a terrible way to run the business and they would never do anything to compromise the safety of their customers. John feels there is no further action needed.

John is concerned about the possibility of the business receiving negative press in relation to customer experiences, so contacts the department who monitor the social media and review site that is often visited by their customers. He discusses his concerns, and the team confirm that there hasn’t been any negative feedback in relation to the food or service for John’s team, therefore John feels confident that his team are performing in line with the business expectations, legislation and have a positive public image.

Head chef should spend some time with Anna to explain that a menu is comprised list of food items, they vary in size depending on the content and a food business may have different menus at different times of the week, month or year to meet the needs of different customers and to entice them back. Different menu types are called different names like a la carte and table d’hôte which give customers different choices. Kitchen staff should have a wide knowledge of the menu to ensure customer facing staff are confident about it, and can promote it to customers effectively.

Head Chef should task Anna with reading the menus to ensure she is familiar with all the dishes, then it will be obvious that some dishes contain similar ingredients and as she becomes more skilled over time she will learn the specifications for the format. Head Chef hasn’t got the time to spend any time with individuals to support them so they need to think of their own ways to become more familiar with the menu.

Head Chef explains to Anna that the menu changes so quickly everybody is constantly learning about the menu together, so Anna is encouraged to talk to the other team members to find the answers to her questions.