2Are You Smarter Than a 5th Grader? 1,000,000Are You Smarter Than a 5th Grader?500,000300,000Working with Colleagues & CustomersWorking in a Socially Diverse Environment175,000100,000Follow Health, Safety & Security ProceduresFollow Workplace Hygiene50,000Organise & prepare FoodGeneral Knowledge25,00010,000Clean & Maintain Kitchen PremesisReceive & Store Kitchen Supplies5,0002,0001,0010
3WORKING 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.
4WORKING 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
5WORKING WITH COLLEAGUES & CUSTOMERS Define the term conflict.List 5 reasons for customer dissatisfaction.Outline the procedure for handling customer complaints. (7)
6WORKING 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.
7WORKING 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.
8WORKING IN A SOCIALLY DIVERSE ENVIRONMENT List and briefly explain 3 forms of legislation that exist in regard to working in a socially diverse environmentList expectations that exist from the following cultures:AsianEuropeanAmericanUKNZ
9WORKING IN A SOCIALLY DIVERSE ENVIRONMENT Describe a religious convention that may have special needs within the hospitality industry.Define the term Indigenous
10FOLLOW 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.
11FOLLOW 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?
12FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE What is the procedure for the correct lifting of heavy items?Identify 5 emergency situationsOutline common workplace injuries that may occur in the hospitality industry
13FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE There are many causes of workplace injuries. Discuss the possible causes of:SprainsCutsBurnsAn OHS Committee must exist if there are more than ______ employees.What is the role of an OHS Committee?
14FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE Define the term hazardGive an example of the following hazards:BiologicalHumanWorkChemicalEnvironmentalErgonomicRadiation
15FOLLOW 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?
16FOLLOW 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.
17FOLLOW WORKPLACE HYGIENE PROCEDURES What are the symptoms of food poisoning?The Danger Zone occurs between what temperatures?Outline 2 types of food poisoning bacteria
18ORGANISE & 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?
19ORGANISE & 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.
20ORGANISE & PREPARE FOOD Describe 3 ways in which portion control could be achieved.
21CLEAN & 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
22CLEAN & MAINTAIN KITCHEN PREMISES How should chemicals be used and stored?
23GENERAL KNOWLEDGE What conditions do bacteria require to grow? Explain why you would use an emergency evacuation plan.What characteristics are commonly discriminated against?
24GENERAL KNOWLEDGECompare and contrast the concept of stereotyping and making generalisations.