ENERGIZER

“Galaw galaw baka ikaw ay

pumanaw”
What Do You See First? What
You Choose Will Reveal More
About Yourself!
 Write Your Idea
Add a main point Add a main point Add a main point
Briefly elaborate on what you want to Briefly elaborate on what you want to Briefly elaborate on what you want to
discuss. discuss. discuss.
If you saw a zebra: Then you are an extrovert; someone
who loves meeting and talking to new people, partying
and doing new things. You don’t like following the same
routine as it isn’t your style.

If you saw a lion Then you’re unmistakably an introvert

who likes spending quality time alone or with the company
of a loved one. You’d rather be at home enjoying a few
episodes of your favorite TV show with a glass of your
favorite drink rather than go out and party.
 BABY COUPLE TREES
Write Your Idea
Add a main point Add a main point
Briefly elaborate on what you want to Briefly elaborate on what you want to Briefly elaborate on what you want to
discuss. discuss. discuss.
If you saw a baby: You prefer your own company more so than
others and don’t exactly feel like going out too often. You shouldn’t feel
guilty for who you are, and just enjoy being yourself.

If you saw a couple: You care a great deal for your friends and would
even do absolutely anything for them. At the same time, you don not
exactly enjoy hanging out in big groups or going to noisy parties.

If you saw trees: You are always ready to experience something new
and have a bubbly personality. Change is what you love and you just
happen to crave it.
 DUCK RABBIT
Write Your Idea
Add a main point Add a main point
Briefly elaborate on what you want to Briefly elaborate on what you want to Briefly elaborate on what you want to
discuss. discuss. discuss.
If you saw a duck: It’s possible that your life consists of emotional
impulses. You often have rapid mood swings, and you tend to make
decisions abruptly.

If you saw a rabbit: You like considering all the consequences of

each action. Logic usually takes first place in your life, although this
doesn’t necessarily mean that you are a cold and insensitive person.
While we are at this topic, you might enjoy other fun and interesting
personality tests.
 LESSON 1:
LISTEN TO THE
CUSTOMER’S
COMPLAINT
By: Nherhe P. Mehoy
 This topic, will give the learners an idea on how to
deal with customers in order to build trust, loyalty and
satisfaction of the services they have experienced.
LISTEN TO
THE Also, this will give the learners a knowledge on how to
communicate effectively in order to avoid problems and
CUSTOMER’S
challenges. It also teaches them the value of work by
COMPLAINT planning a good customer service.
 WHAT IS COMMUNICATION?

• Communication is the transmission of an idea or feeling so that the

sender and receiver share the same understanding.

• It takes place when the ideas from your mind are transferred to

another’s and arrive intact, complete, and coherent.

 The Communication Process

• Communication is the transmission of an idea or feeling so that the

sender and receiver share the same understanding.

• It takes place when the ideas from your mind are transferred to

another’s and arrive intact, complete, and coherent.

*ACTIVATING STOCK KNOWLEDGE*

• ONE-WAY COMMUNICATION

• TWO-WAY COMMUNICATION

• ONE TO MANY
 TYPES OF
COMMUNICATION
 ONE-WAY COMMUNICATION

• Flows from a sender to receiver, but nothing goes back in return.

The sender can use one-way communication to inform, entertain,

persuade or command the audience.

 TWO-WAY COMMUNICATION

• Involves feedback from the receiver to the sender. This allows the

sender to know the message was received accurately by the receiver.

 ONE TO MANY

• Is the type of communication commonly found in ‘old’ media suck

as print, radio, and television. The many to many information

sharing is often found on modern network platforms such as social

media etc.
 Components
of
communication
VERBAL COMMUNICATION
• Refers to the production of spoken language to send an intentional message

to a listener.

Example:

• When you speak, you have to be clear, concise, and accurate. While giving food services,

you have to speak politely as well. Through verbal communication, you can greet your

customers, give instructions to your staff and co-workers.

VOCAL COMMUNICATION
• Refers to the process where in speakers express emotions by modulating nonverbal
aspects of their speech.

• Examples of vocal signals in humans include a variety of evolutionarily conserved,

nonverbal affective vocalizations, such as laughter, crying, pain shrieks, copulation

calls, and emotional screaming.

 NONVERBAL COMMUNICATION

• Is the transmission of messages or signals through a nonverbal platform such as eye

contact, facial expressions, gestures, posture and the distance between two individuals.
Features of Effective Communication
 Active Listening

 Eye contact

 Posture

 Simple language

 Questioning skills
Benefits of Effective communication
 Quicker problem solving

 Better decision making

 Steady workflow

 Strong business relations

 Better professional image

Barriers to communication
 Noise

 Emotions

 Language differences

 Cultural differences

 Poor listening skills

 Distraction
 LISTENING SKILLS
• Listening is the process of receiving, constructing meaning from, and responding to spoken and/or

nonverbal message, an active process of getting information, ideas and to improve interpersonal

and oral exchange.

• Why do we listen?
• To gain information

• To get feedback

• To hear of their experiences and insight.

• To create a relationship

• To respect and value others.

 POSITIVE IMPACT OF POSITIVE LISTENING:
• Increased productivity

• Stronger working relationship

• Better quality of work

• Greater customer satisfaction

• Easier and better problem solving

• Greater cooperation and team work

• Less stress
 HANDLING GUESTS WITH
SPECIAL NEEDS

Occasionally, servers encounters guests who have special needs, such as guests who are very young,

disabled, foreign-born, or intoxicated.

NOTE:

Later for your group activity you will be grouped into four (4) and be assigned to each part of

handling guest with special needs; so listen carefully.

 Very Young Guests
• If your assigned party of guest includes a young child, suggest a high chair or booster seat, if

appropriate. Do not attempt to secure the child in the chair or booster seat yourself. It is the

parent’s responsibility to be sure the child is secured so that the child will not fall out and sustain

an injury.

• Treat the child as an important person. Be patient and pleasant, and assist the parents in making

the child comfortable.

• Parents appreciate extra napkins, and other favors for the children.
 Disabled Guests
• A disabled person is one who has a physical or mental impairment or challenge as a result of

conditions that are congenital or acquired by heredity, accident, injury, advanced age, or illness.

Be attentive to his or her needs. The guest will tell you how he or she would like to be helped.

Understanding the disability and assisting him or her properly and discreetly helps the guest enjoy

the meal.

• Ex. A person in a wheelchair may wish to be pushed up to the table.

 Foreign-Born Guests
• Guests who speak a different language may be unable to communicate their order to you without

some difficulty. Try to determine some choices by similarity of words or hand gestures. Suggest, as

best as you can, that they point to the items on the menu that they desire.
 Intoxicated Guests
• Guests who are intoxicated should be seated in the back of the dining area or in a private dining

room where they do not disturb other diners. Sometimes a guest who is in toxic ate dis bothersome

or rude. Under no circumstances should you serve an intoxicated guest more alcohol in your

establishment . Suggest nonalcoholic drinks, food, and coffee. Be tolerant; call the manager if the

situation goes beyond your control.

APOLOGIZE TO THE
CUSTOMER
 1. IDENTIFY THE ISSUES.

• Be clear about what the problem is.

• Remember that different people might have different views of what the issues are.

• Separate the listing of issues from the identification of interests.

 2. Understand everyone’s interests.

• Interests are the needs that you want satisfied by any given solution.

• The best solution is the one that satisfies everyone’s interest.

• This is the time for active listening. Put down your differences for a while and listen to each other with

the intention to understand.

 3. List the possible solutions

• This is the time to do some brainstorming. There may be lots of room for creativity.
 4.Evaluate the options.

• Separate the evaluation of options from the selection of options.

 5. Select an option or options

• What’s the best option, in the balance?

• Is there a way to “bundle” a number of options together for a more satisfactory solutions?
 6. Document the agreement(s).

• Don’t rely on memory.

• Writing it down will help you think through all the details and implications.
 7. Agree on contingencies, monitoring, and
evaluation.
• Conditions may change. Make contingency agreements about foreseeable future circumstances.

• Create opportunities to evaluate the agreements and their implementation.

QUIZ
 quiz
1. What is our lesson all about? LISTEN TO THE CUSTOMER’S COMPLAINT

2. It takes place when the ideas from your mind are transferred to another’s and arrive intact, complete, and coherent. COMMUNICATION

3. __________ it is the transmission of an idea or feeling so that the sender and receiver share the same understanding. Communication

Types of communication

4. __________ It is the type of communication commonly found in ‘old’ media suck as print, radio, and television. One to many.

5. _________ it Flows from a sender to receiver, but nothing goes back in return. ONE-WAY COMMUNICATION

6. ___________ Involves feedback from the receiver to the sender. TWO-WAY COMMUNICATION

7. __________Refers to the production of spoken language to send an intentional message to a listener. VERBAL COMMUNICATION
 quiz
8. Refers to the process where in speakers express emotions by modulating nonverbal aspects of their speech. VOCAL COMMUNICATION

9. Is the transmission of messages or signals through a nonverbal platform such as eye contact, facial expressions, gestures, posture and the distance between two

individuals. NONVERBAL COMMUNICATION

10_________ is the process of receiving, constructing meaning from, and responding to spoken and/or nonverbal message, an active process of getting information,

ideas and to improve interpersonal and oral exchange. Listening

11-13 barriers to communication 21-24 draw The Communication

14-20 write the seven steps for an effective problem solving process.
Process
1. Identify the issues
 Noise
2. Understand everyone’s interests.
 Emotions 3. List the possible solutions

 Language differences 4. Evaluate to the options

5. Select an option or options
 Cultural differences
6. Document the agreements
 Poor listening skills 7. Agree on contingencies, monitoring, and evaluations.
 Distraction

25. What is my FULL name