Download Training Manual - Irish Pubs Global

Training Manual
Staff
Working
Relationships
Contents
Trainee Information
3
Certificate of Completion
4
Introduction
5
Working Relationship Maintenance
6
Lines of Communication
7
Communication with Senior Management
8
Communication with your Colleagues
9
Characteristics of Individuals
10-11
Self Assessment Test
12
2
Training Manual
Staff Working Relationships
This Manual is designed to provide you, the employee, with assistance in your day
to day working relationships with your colleagues. It’s not just a simple case of
turning up to work, doing your job and heading home. You need to be aware of
how a good working relationship with your colleagues and superiors can enhance
the day to day running of the organisation. By being able to understand why
conflicts arise and learning ways of diffusing situations, you will be well versed to
carry out your day to day duties in a polite and courteous manner, and with
respect for your fellow work mates.
Trainee Information
Name:
____________________________________________
Manager:
____________________________________________
Training
Commenced:
______ / ______ / ______ (DD/MM/YYYY)
Training
Completed:
______ / ______ / ______ (DD/MM/YYYY)
Assessment
Completed:
______ / ______ / ______ (DD/MM/YYYY)
3
Certificate of Completion
I
_______________________
(Manager/Supervisor)
hereby
certify
that
_______________________ (Employee Name) has successfully completed their
training in “Staff Working Relationships” and is fully qualified under the
requirements of the establishment in which they are employed herewith.
____________________________________
(Signature of Manager/Supervisor)
____________________________________
Date
____________________________________
(Signature of Trainee)
____________________________________
Date
Congratulations!
4
Introduction
In all walks of life and organisations, maintaining effective working relationships is
the most important aspect of the day to day running of a business. Conflicts do
and will arise and you need to know how to deal with these things. This manual is
designed to assist you when approaching varying degrees of conflict as well as
ways in which to enhance communication throughout the organisation.
You will look at how you communicate with staff members, and what you can do
to increase the effectiveness of getting your point across without being forceful or
demanding. People respond to instructions in different ways depending on how
they are asked. The level of your voice, the tone, your body language – all these
things have an effect on the response you will receive, whether from colleagues or
superiors.
5
Working Relationship Maintenance
There are many aspects that contribute to building and maintaining effective
working relationships among staff members:
 It is important to understand the roles of others within the organisation and of
those within your own team. By understanding the pressures that other staff
members are under, you will be better versed when asking for assistance.
Knowing what everyone else does promotes better working relationships within
an organisation.
 Be aware of each individual in your team, and the relationships between each of
them. Are there team members who are related, who are friends outside of
work, who don’ t get on – it is important to understand the dynamics between
specific team members.
 Always be ready to thank contributions from other team members during the
working day.
By promoting the above practices, confidence and trust will grow within a team
environment.
An effective team is born out of respect and treating each other with politeness
and being helpful. By maintaining such a work ethic then staff members will
promote an atmosphere that encourages support and productivity amongst all.
A co-operative team who shares responsibility and isn’t afraid to help out, when
needed, in an area outside their own remit, will promote greater productivity and
in turn, customers will pick up on the atmosphere of helpfulness.
6
Lines of Communication
Without communication in a workplace, the wheels would stop turning and
productivity would stop. There are many channels of communication in any
organisation, and it is important that information flows through these channels
with ease. If an order is rolled out, from senior management, then it is important
that it reaches all levels within the organisation, whether through verbal or written
communication. The same is true when requests, complaints, information and
suggestions come from the bottom levels of staffing. Communication on all levels
is important.
Different ways to communicate are:
 Staff Notice Board: Information can be posted so that all levels of staff can
see it. This is a great way to reach all staff members, but it is important that
all staff are aware that they should check the Notice Board regularly, so no-one
misses out on important communication.
 Staff Meetings: For important information that relates to certain staff
members, then a meeting to discuss certain issues is a great way to ensure
everyone is informed. This can be something as simple as a meeting at the
beginning of each shift to inform all staff of the specials, certain requirements,
etc, or more serious issues from senior management detailing specific changes
in the business practice, new staff, etc.
 One on One Interviews: This is a good practice for senior management
when meeting with supervisory staff, or supervisors with individual members of
staff. If a sensitive issue needs to be discussed, or an item of importance that
requires a one-to-one exchange of ideas, then this is an effective form of
communication.
It is always important to establish channels of communication
organisation. There will be procedures in place with regard to
throughout the levels of staff and management, and you should
these when you start work. Always remember, your first point of
form of communication will be your direct superior.
throughout an
communication
be informed of
contact for any
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Communication with Senior Management
It is important that you establish good lines of communication with your superiors
at all levels within the organisation. Some useful pointers to consider are:
Listening Skills:
 Practice your listening skills as being a good listener is just as important as
getting your point across.
 Show the person you are listening to that you are paying attention. Smile and
nod to encourage them in their exchange.
 Ask questions relevant to what is being asked.
 Respond by putting in your own words what you understood to have been
asked. This will also help you in remembering what was spoken about.
Acting on Your Instructions:
 Once you have been instructed to perform a task, act upon it immediately and
do not waste time procrastinating.
 If you are expected to complete a task within a specific period of time, allow
yourself enough time to work out what you need to do and then complete the
task.
 If you have to report back after performing task, then ask for feedback on how
you completed it. This will help you improve your own skills.
Reporting to your Superior
 It is important to report your progress to your Superior on a regular basis, but
how regular should you do this? It will depend upon each organisation, but it
is a good idea to agree a time frame with your superior, and stick to this.
 Remember: if you have made a mistake or error in your day to day work it is
better to own up to it and apologise. It is easier to rectify mistakes early on,
when they are fresh and it is good practice to be honest.
 Initiative is a great quality and demonstrating this is a good way to show
initiative when reporting to your supervisor. By showing that you are capable
of making decisions on your own, you will be treated with more respect.
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Communication with your colleagues
The team of people that you work with, and who are on the same level as you,
deserve to be treated with the same respect that you afford your superiors. You
should be polite and helpful at work when communication with all levels of staff.
Teamwork is the key to the successful running of any organisation. How staff
work together can make a difference when it comes to customer satisfaction. You
are a part of that team, and your communication within the structure of the
organisation is just as important as the next person. If staff moral is high, then
the customer will pick up on this, just as much as they will when moral is low.
 By assisting each of your team mates, you will ensure that the best service is
provided to customers, as long as the rest of the team works in this way too.
 So that your colleagues can work to the highest standard, they need your
assistance, and vice versa.
 Treat the rest of the staff as ‘customers on the inside’ and you will always
maintain a good relationship with them.
 Always be friendly in your greeting to your colleagues.
 Show others that you value their opinion by responding to questions clearly and
directly.
 Always display a positive attitude (even if you don’t feel like it). By acting in a
friendly manner you will elicit a similar response from those around you.
 Remember, treat everyone equally, as no matter how different we are, we all
deserve to be treated with respect.
9
Characteristics of Individuals
Although we talk about working as a team, there will always be different
characteristics that come through from different members of staff. These can be
Quiet Staff Members
These are the people who sit at the back and don’t say anything, or who can
appear to be separate from the team.
 Approach the team member on a one-to-one basis to try and find out why they
don’t contribute to the team sessions, etc. (Maybe they don’t like speaking in
public, etc)
 Always keep eye contact when talking to those who appear to be shy.
 Do not push for an opinion, if it is not forthcoming, just ask gently.
 If possible, provide an opportunity for the staff member to put forward an
opinion in private.
Aggressive / Argumentative Staff Members
There are times that it may appear a staff member is being aggressive or
argumentative. Remember, when approaching such a staff member:
 In private, try to find out what is upsetting the staff member, by using a nonthreatening manner.
 Don’t dwell on the negative aspect of their conversation, express a form of
agreement and move onto the next issue.
 Don’t respond to the attack, just deal with the issue in hand.
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 Don’t let your own temper take control.
Remember, this is not a personal
attach but more than likely work related, or a personal issue related to outside
of work.
Dominant Staff Members
This can be the ‘talker’ of the group who never lets anyone else get a word in
edgeways. They generally take over a discussion and make it difficult for anyone
else to get their point across.
 Put out questions that allow the rest of the team to answer, such as “Who else
in the group has an opinion to express?” or seek out those who seem to want to
speak with “That’s a great point, now John, what point did you want to
express?”
 Ask the rest of the group their opinion on the point that the ‘dominant’ staff
member has expressed.
 Pick out other team members and ask them specifically for their contribution.
Remember, Teamwork is Key!!
11
SELF ASSESSMENT TEST
The following test is designed to assist you in remembering all the things you have
learnt in this Training Manual.
1.
What benefits are to be had by maintaining effective working relationships?
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2.
Why are channels of communication important?
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___________________________________________________________________
___________________________________________________________________
3.
What different channels of communication are there?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
4.
Detail several forms of communication with your colleagues?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
5.
Define some individual characteristics that may require sensitive handling?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
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