Communication in Action,sociology homework help
I am needing a short post (2 paragraphs) for the following topic: View this interactive discussion scenario and answer the question(s) posed at the end of the presentation.
The video link includes a notes tab which provides the transcript to the video.
Please use MLA citations if including reference.
I will also need 2 peer responses created. Please see the post created by my classmates below:
1) There are several ways to lay out a seminar or training program for the servers. Personally, I think drawn out communication and lengthy conversation in training will lose the interest of those servers who are struggling this resulting in a bad outcome for Sarah. It’s important to follow the Edward Jones method here, where information filtering simply isn’t an option. Much like Edward Jones didn’t hesitate to keep their employees in the loop despite market changes, Sarah can do the same. Instead of market volatility, it’s a management change, but the stakes are the same: people’s jobs. It’s important for the Servers to understand that. I feel like they may not fully understand the seriousness of the situation.
Beyond that, it sounds like the servers don’t necessarily need a lesson in serving per say, but need a lesson in how their service impacts customer satisfaction. Specifically in terms of nonverbal communication. From personal experience at restaurants, servers will never ignore patrons as they wouldn’t have a job if they did, but nonverbal things like timeliness and promptness all demonstrate the value the server shows for someone’s business. Environmental awareness also plays a big part in nonverbal communication. Sender and receiver disconnects are a big part of this. Servers should be made aware that, while time spent at a table socializing might be a welcome break from the fast paced action of the restaurant for them, the receivers of that communication might not value the long conversation and might want to enjoy their food with those they brought to the restaurant. Likewise, the people who aren’t receiving any verbal communication because servers are predisposed somewhere else, are receiving nonverbal queues you don’t value them. These are the things that need to be communicated.
2) I would design the workshop as a way to have everyone work on enhancing their customer service and communication skills. I would address that lately the staff has mentioned receiving poor tips, and customers have provided feedback that the service is “hit or miss”. By working together and setting a high standard of customer service that the restaurant will provide, the wait staff will most likely be compensated with larger gratuities and the customers will be more inclined to frequent the restaurant. I would construct the workshop to be interactive with the staff engaged in role playing various types of customers to provide examples of how to handle different scenarios that may arise. Every customer will have different personality types, unique requests, and expectations. It is imperative to have a plan in place for these situations to ensure the restaurant is successful and known for its customer service quality on top of great food.