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Are You Smarter Than a 5 th Grader? 1,000,000 Working with Colleagues & Customers Working in a Socially Diverse Environment Follow Health, Safety & Security.

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Presentation on theme: "Are You Smarter Than a 5 th Grader? 1,000,000 Working with Colleagues & Customers Working in a Socially Diverse Environment Follow Health, Safety & Security."— Presentation transcript:

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2 Are You Smarter Than a 5 th Grader?

3 1,000,000 Working with Colleagues & Customers Working in a Socially Diverse Environment Follow Health, Safety & Security Procedures Follow Workplace Hygiene Organise & prepare Food General Knowledge Clean & Maintain Kitchen Premesis Receive & Store Kitchen Supplies 500,000 300,000 175,000 100,000 50,000 25,000 10,000 5,000 2,000 1,0010

4 WORKING WITH COLLEAGUES & CUSTOMERS / There are 2 types of customers, what are they? Give an example of each. / Outline the 2 participants in communication. / Compare and Contrast the terms encoding and decoding in regard to the communication process. / There are 2 types of customers, what are they? Give an example of each. / Outline the 2 participants in communication. / Compare and Contrast the terms encoding and decoding in regard to the communication process.

5 WORKING WITH COLLEAGES & CUSTOMERS / There are 3 types of communication. List and provide an example of each. / Identify 5 barriers to communication. / Outline the elements of good teamwork / There are 3 types of communication. List and provide an example of each. / Identify 5 barriers to communication. / Outline the elements of good teamwork

6 WORKING WITH COLLEAGUES & CUSTOMERS / Define the term conflict. / List 5 reasons for customer dissatisfaction. / Outline the procedure for handling customer complaints. (7) / Define the term conflict. / List 5 reasons for customer dissatisfaction. / Outline the procedure for handling customer complaints. (7)

7 WORKING IN A SOCIALLY DIVERSE ENVIRONMENT / Explain how being aware of cultural difference within the hospitality can improve customer service. / There are 3 types of questioning techniques. What are they and provide an example of each. / Give an example of how you would answer an external call at a hospitality establishment. / Explain how being aware of cultural difference within the hospitality can improve customer service. / There are 3 types of questioning techniques. What are they and provide an example of each. / Give an example of how you would answer an external call at a hospitality establishment.

8 WORKING IN ASOCIALLY DIVERSE ENVIRONMENT / Describe how a member of the Food and Beverage Team could be appropriately groomed. / Identify factors that may result in varying customer needs and expectations. / Outline the benefits for the establishment of providing good customer service. / Describe how a member of the Food and Beverage Team could be appropriately groomed. / Identify factors that may result in varying customer needs and expectations. / Outline the benefits for the establishment of providing good customer service.

9 WORKING IN A SOCIALLY DIVERSE ENVIRONMENT / List and briefly explain 3 forms of legislation that exist in regard to working in a socially diverse environment / List expectations that exist from the following cultures: / Asian / European / American / UK / NZ / List and briefly explain 3 forms of legislation that exist in regard to working in a socially diverse environment / List expectations that exist from the following cultures: / Asian / European / American / UK / NZ

10 WORKING IN A SOCIALLY DIVERSE ENVIRONMENT / Describe a religious convention that may have special needs within the hospitality industry. / Define the term Indigenous / Describe a religious convention that may have special needs within the hospitality industry. / Define the term Indigenous

11 FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE / There are 4 costs associated with workplace injury. What are they? / What does OHS stand for? / Compare and contrast employer and employee. / There are 4 costs associated with workplace injury. What are they? / What does OHS stand for? / Compare and contrast employer and employee.

12 FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE / Explain 2 rights and responsibilities of an employer and an employee. / Define PPE and outline appropriate PPE to be worn by a chef. / What does MSDS stand for and in what context is it used? / Explain 2 rights and responsibilities of an employer and an employee. / Define PPE and outline appropriate PPE to be worn by a chef. / What does MSDS stand for and in what context is it used?

13 FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE / What is the procedure for the correct lifting of heavy items? / Identify 5 emergency situations / Outline common workplace injuries that may occur in the hospitality industry / What is the procedure for the correct lifting of heavy items? / Identify 5 emergency situations / Outline common workplace injuries that may occur in the hospitality industry

14 FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE / There are many causes of workplace injuries. Discuss the possible causes of: / Sprains / Cuts / Burns / An OHS Committee must exist if there are more than ______ employees. / What is the role of an OHS Committee? / There are many causes of workplace injuries. Discuss the possible causes of: / Sprains / Cuts / Burns / An OHS Committee must exist if there are more than ______ employees. / What is the role of an OHS Committee?

15 FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE / Define the term hazard / Give an example of the following hazards: / Biological / Human / Work / Chemical / Environmental / Ergonomic / Radiation / Define the term hazard / Give an example of the following hazards: / Biological / Human / Work / Chemical / Environmental / Ergonomic / Radiation

16 FOLLOW WORKPLACE HYGIENE PROCEDURES / What are the 2 types of hygiene? / Explain cross contamination and give one example of how this could occur in a kitchen situation. / When should hands be washed and how should they be washed? / What are the 2 types of hygiene? / Explain cross contamination and give one example of how this could occur in a kitchen situation. / When should hands be washed and how should they be washed?

17 FOLLOW WORKPLACE HYGIENE PROCEDURES / What does FSANZ stand for and what is it? / Explain what the Food Act 2003 sets out to achieve. / What does HACCP stand for and what is it? / There are 3 forms of food poisoning. What are they? Give an example of each. / What does FSANZ stand for and what is it? / Explain what the Food Act 2003 sets out to achieve. / What does HACCP stand for and what is it? / There are 3 forms of food poisoning. What are they? Give an example of each.

18 FOLLOW WORKPLACE HYGIENE PROCEDURES / What are the symptoms of food poisoning? / The Danger Zone occurs between what temperatures? / Outline 2 types of food poisoning bacteria / What are the symptoms of food poisoning? / The Danger Zone occurs between what temperatures? / Outline 2 types of food poisoning bacteria

19 ORGANISE & PREPARE FOOD / Explain why it is important that a SRC is used in a commercial kitchen. / Many different menus exist for different purposes. List 6. / What does a la carte translate to? / Explain why it is important that a SRC is used in a commercial kitchen. / Many different menus exist for different purposes. List 6. / What does a la carte translate to?

20 ORGANISE & PREPARE FOOD / Explain the features of a buffet menu and identify an occasion when you might serve a buffet. / What does mise en place involve? / Explain how you would select and store quality poultry. / Explain the features of a buffet menu and identify an occasion when you might serve a buffet. / What does mise en place involve? / Explain how you would select and store quality poultry.

21 ORGANISE & PREPARE FOOD / Describe 3 ways in which portion control could be achieved.

22 CLEAN & MAINTAIN KITCHEN PREMISES / Define FIFO and LILO and explain what principle it is associated with. / Explain the 3 storage areas that may exist in a commercial kitchen and identify the temperature zone. / Compare and contrast the condition of clean and sanitised / Define FIFO and LILO and explain what principle it is associated with. / Explain the 3 storage areas that may exist in a commercial kitchen and identify the temperature zone. / Compare and contrast the condition of clean and sanitised

23 CLEAN & MAINTAIN KITCHEN PREMISES / How should chemicals be used and stored?

24 GENERAL KNOWLEDGE / What conditions do bacteria require to grow? / Explain why you would use an emergency evacuation plan. / What characteristics are commonly discriminated against? / What conditions do bacteria require to grow? / Explain why you would use an emergency evacuation plan. / What characteristics are commonly discriminated against?

25 GENERAL KNOWLEDGE / Compare and contrast the concept of stereotyping and making generalisations.

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