英国酒店集团培训材料分享.pptVIP

Go through the slide Prevention better than cure – best to deal with things as you go. Understand what limits you have Managers responsibility to deal with grievance, HR there to support you Needs to be discrete – sometimes hard – kitchen lack of space go to the car park. Must be somewhere! Your people will appreciate you taking time out. Always treat people in the way you would like to. Best to say a little rather than a lot. Avoid leading questions – ask what is a leading question – prompting an answer – you’re late it’s not good enough is it. Ask open q’s instead – what, when, why etc How would you deal with “I’m thinking of leaving him” – Not about giving a solution, listening to them talk through a solution. E.g” I understand, anyone you can talk this through with. Help the person by swapping shifts, giving holiday if possible E.g Receptionist making errors / showing a bad attitude advising needs to improve but understand problem and keen to help them to get back to required standard Counselling in most instances will solve problems. Need to use wherever possible, don’t ignore problems, no matter how small, again they will get bigger. Always treat people fairly and how you would like to be treated, understand problem and emphasise nut ensure they understand that there performance is not good enough and needs to improve. May be support initially by covering their shift for half hour in mornings so can take kids to school but they must understand that the behaviour can not continue. Always support but do not give answers. ASK – why have formal procedure? Makes sure we have a fair and consistent approach, protects both parties Everyone clearly understands what will happen if they don’t improve ASK group to give examples of misconduct aiming for examples on the slide. Misuse of facilities – examples – drink in the bar/using facilities without permission Company rules – smoking in the wrong place (all minor incidents) You think you’ve seen everyt