Training Playbook November

Proactivity at workplace
What is Proactivity?
Being proactive at work means always thinking about the future, planning
and preparing for what lies ahead. It means anticipating the expected so
you can better deal with the unexpected.
In the workplace, proactive people:
Make better use of resources, including time,

energy, and money;
Prevent problems from occurring;
Respond promptly and appropriately to problems
that can’t be avoided, thus reducing their
negative impact;
Feel a greater sense of control and
experiences less stress;
Establish a positive and powerful reputation. (In fact, proactive
people are often described as problem solvers, strategic
thinkers and self-starters)
Discussion forum! How proactive you are?

The Importance of positive body
language at workplace.
What is Body Language?

Body language is a type of nonverbal communication in which physical
behaviors, as opposed to words, are used to express or convey
information. Such behavior includes facial expressions, body posture,
gestures, eye movement, touch, and the use of space.
Positive body language is a type of non-verbal communication that puts
us in a position of comfort, likeability, and dignity. Also known as open
body language, it helps us be open and approachable to others—helping
them feel at ease during interactions or exchanges.
What does positive body language look like?

Positive body language is when your movements and gestures show that
you are engaged, interested, approachable, and open.
Here are some very basic body language tips to boost your customer
satisfaction level!
Make eye contact, nod, and have the right posture.

Always smile to stir positivity, care, and appreciation.
Use your hands during communication to power up your thoughts.
Pay Attention to the tone of your voice.
Shake hands to bond with customers.
Discussion forum! How positive is your body

language?
Work Ethics and Etiquette
What is Work Ethics?

A work ethic is a set of moral principles a person uses in their job. People
who possess a strong work ethic embody certain principles that guide
their work behavior, leading them to produce high-quality work
consistently and the output motivates them to stay on track.
What is work Etiquette?

Work etiquette is a set of manners that is accepted or required in a
profession.
Examples of courteous behavior include:

Using please and thank you as appropriate
Addressing guests using Sir or Madam unless otherwise requested
Speaking clearly and distinctly while using a pleasant tone of voice
Maintaining eye contact
Smiling and offering a firm handshake. (Avoid during corona period)
Appreciating or congratulating your colleagues on their achievment.
Discussion forum! Hi team, share some good

work practices and etiquette we can bring to
our organization.
Creating value at work: think
like an owner.

Start thinking like the owner.

You are not just an employee. You are someone who is dedicated to
increasing the value and
effectiveness of the company and delighting
customers by creating more value for them in every way possible. Don’t
think of yourself as someone who has jobs and tasks to do. If you are
somewhere, make it worth your while.
Think like you own the company.
What could be done better?
What’s the mission of the company?
What are the pain points?
Maybe it’s as simple as cleaning windows or clearing out the fridge.
Not only does an ownership mentality makes you a better and more
invested employee—you are also more likely to positively influence
everyone around you. If you started thinking like an owners, you'll be
self-motivated to grow in your company, and produce high-quality work
every day
Discussion forum! Hi team, share some good

changes you would like to bring if you have
been made the owner of the company for
one day.
Food Safety at work. (Non-
negotiable)

Food Safety;
Food safety is used as a scientific method/discipline describing the

handling, preparation, and storage of food in ways that prevent food-

borne illness. The occurrence of two or more cases of similar illnesses
resulting from the ingestion of a common food is known as a food-borne
disease outbreak.
WHO "Golden rules" for food safety

Wash hand repeatedly.
Take care of your personal hygiene.(Non negotiable)
Cook food thoroughly.
Store cooked food carefully.
Reheat cooked food thoroughly.
Avoid contact between raw food and cooked food.
Keep all the kitchen surfaces meticulously clean.
Protect food from pests, rodents, and other animals.
Use safe water.
Be informed about the food safety rules in the respective countries
where you work.
Discussion forum! Hi team, share some food

safety incidence you personally had while
dining out or with takeaway food.
Teamwork at workplace

Teamwork
Teamwork is when a group of individuals works cooperatively and

efficiently toward a collective goal or to accomplish a set aim. A work

environment that values teamwork motivates employees to develop
confidence in colleagues and build professional integrity.
Top benefits that working in a team brings;

Teamwork improves productivity.
It creates synergy.
It increases innovation.
It engages employees.
It enhances flexibility.
Helps in overcoming obstacles.
Improves service level.
It builds trust.
Vocabulary check!
"Synergy":- Synergy is typically used in a positive way in the discussion
of things or people coming together to produce something great.
Discussion forum! Hi Folks! How good is your

team when it comes to teamwork?
Guests complain Handling

Guest Complains
Talking to an angry customer is never easy but following these steps can

help to put your customers at ease and show them that you want to help
so you can get to a resolution much quicker. Handling angry customers
is just part of the customer service industry but it isn’t the end of the
world. In fact, helping customers find solutions to their problems can be
quite rewarding and actually build loyalty when handled correctly.
Listen carefully to the person who is angry and don't interrupt.

Show empathy for your customer's concern.
Thank you customer for complaining and giving you the chance to
look into the issue.
Sincerely apologize even if you are not the cause of the problem.
Get the facts.
Offer a solution.
Always remember the acronym B.L.A.S.T

B- Believe your customer.
L- Listen to the customer when he is complaining. ??? r
no w
A- Apologise to the customer. y o u k e custome
Do 2 positiv e up for
S- Satisfy the customer. es 1 mak
It tak ences to perience
.
ri ex
T- Thank the customer. expe egative
ne n
o
Personal hygiene and grooming
Understanding personal hygiene and Grooming.
Personal hygiene is keeping the body clean and helps prevent the
spread of germs. Grooming is caring for fingernails and hair examples of
these activities would be Styling hair, shaving, and trimming. Feeling and
looking good are important to each individual's emotional and physical
well-being.
Why is personal hygiene important?
Good hygiene is vital because it helps prevent you and your customers
from getting or spreading germs and infectious diseases. The germs that
cause many diseases can be passed on through touching other people,
handling contaminated food, or coming into contact with dirty surfaces
or objects.
Conditions that you can develop if you have poor personal hygiene
include:
COVID-19 and other infectious diseases
diarrhea, especially gastroenteritis
respiratory infections, including colds and flu
staph infections
worm-related conditions, such as threadworms
scabies
trachoma, an eye infection that can lead to blindness
tinea or athlete’s foot
tooth decay
Employees with good grooming:
Feel extra confident about themselves.
Radiate a sense of self-esteem.
Can make lasting impressions quickly.
Are more likely to draw positive attention.
Ghothah "7" core values
What are values?
Values are basic and fundamental beliefs that guide or motivate
attitudes or actions. They help us to determine what is important to us.
Values in a narrow sense is that is good, desirable, or worthwhile. Values
are the motive behind purposeful action. They are the ends to which we
act and come in many forms.
At Ghothah, we focus on 7 important values which define us!
Generosity:-By caring for others, we not only assist their need but we will also feel good
for ourselves. Our selfless act also triggers others to be generous and kind to
themselves.
Hospitality:- We are truly caring, trusting, and investing in customers.
Ownership:- We take the initiative to bring about positive results. It means not waiting
for others to act, and caring about the outcome as much as an owner of the company
would.
Teamwork:- We encourage and make the most of people's tendency to work together
for the common good.
Honesty:- Honesty promotes openness, empowers, and enables us to develop

consistency in how we present the truth.
Ambitious:- We are Eager and have a strong desire to accomplish the company's goal
and the willingness to strive for its attainment.
Happy:- The pursuit of happiness is one of our 's Core Values.

The service culture
The Ghothah service culture.
Smile: Smile genuinely
Eye Contact: Eye contact must be made by team members even in

passing, with an acknowledgment.
Respect: Respect all the team members and guests.
Value: Value for money, in terms of creating incredible value of our

service in the guest's mind.
Information: Information offered to the guest must be correct,

accurate, and precise.
Cleanliness: Clean, crisp, fit, and well-groomed employees.
Exceedance: Exceed guest expectations at all times.
Discussion forum! Hi Folks! How good is your

team when it comes to teamwork?
Typology of guests
The Swift guest.
Traits:-
Fast-moving.
Lack of timing
Usually comprising of corporate guests.
Service Standard:-
They must be handed in a courteous
manner with a sense of urgency.
Ensure quick service

The Friendly guest

Traits:-
Extremely friendly
Tends to enjoy the company.
Is there for food & experience.
Can engage in friendly conversation.

Service Standard:-
Provide options for various products
through suggestive selling.
Incorporate friendly terms but stick to
professionalism.

The precise

Traits:-
Expert and knows the product.
May not be open to many suggestions
and will need persuasion.

Service Standard:-
Ensure attention to detail.
Ensure perfection in quality and
product.

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Proactivity at workplace

Make better use of resources, including time,

Discussion forum! How proactive you are?

What is Body Language?

What does positive body language look like?

Make eye contact, nod, and have the right posture.

Discussion forum! How positive is your body

What is Work Ethics?

What is work Etiquette?

Examples of courteous behavior include:

Discussion forum! Hi team, share some good

Start thinking like the owner.

What’s the mission of the company?

What are the pain points?

Maybe it’s as simple as cleaning windows or clearing out the fridge.

Discussion forum! Hi team, share some good

handling, preparation, and storage of food in ways that prevent food-

WHO "Golden rules" for food safety

Discussion forum! Hi team, share some food

efficiently toward a collective goal or to accomplish a set aim. A work

Top benefits that working in a team brings;

Discussion forum! Hi Folks! How good is your

Listen carefully to the person who is angry and don't interrupt.

Always remember the acronym B.L.A.S.T

Hospitality:- We are truly caring, trusting, and investing in customers.

Honesty:- Honesty promotes openness, empowers, and enables us to develop

Happy:- The pursuit of happiness is one of our 's Core Values.

Eye Contact: Eye contact must be made by team members even in

Respect: Respect all the team members and guests.

Value: Value for money, in terms of creating incredible value of our

Information: Information offered to the guest must be correct,

Cleanliness: Clean, crisp, fit, and well-groomed employees.

Exceedance: Exceed guest expectations at all times.

Discussion forum! Hi Folks! How good is your

The Swift guest.

The Friendly guest

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