get your staff to hear you | a webinar from waitrainer+
TRANSCRIPT
C L I C K H E R ET O F O L L O W U S
O N T W I T T E Rand use #GYSTHY to
share your thought s onth i s s l ide share
T O D D E D M A NCEO, Wai tra iner+
H O W D O Y O UC O M M U N I C A T E
W H A T M A T T E R S ?
As humans , we are pu l l ed inmany d irec t ions wi th manydi s t rac t ions . Some p iece s o fin format ion a lways s tand out toeveryone--but some don ' t .
W H Y D O E M P L O Y E E S S E E MT O N O T T A K E A W A Y T H E
S A M E I N F O R M A T I O N ? We l i s t en a t a ra te o f 125-250 words per minutebut we th ink a t a ra te o f 1000-3000 words per
minute .That means employee s are a l ready th ink ing o fwhat to re spond wi th and s top l i s t en ing .
C O M M U N I C A T I O NS K I L L S M A T T E R
How do you ge t s ta f f t o p lace thesame importance on cus tomerserv ice and gues t exper ience thatyou do?
H O W Y O U S P E A K M A T T E R S
70-80% o f our waking hours arespent in communicat ion
25% wri t ing & reading
30% speak ing
45% l i s t en ing
o f meaning i s der ived f rom the ac tua lwords spoken . (The re s t i s fac ia lexpre s s ions and tone o f vo i ce ! )
O N L Y
G I V E T H E R I G H TS I G N A L S
Our s ta f f take s ignal s f rom us . I fwe don ' t p lace importance onsometh ing , our s ta f f won ' te i ther .They wi l l mode l yourbehavior !
W H Y R E I T E R A T E ?
Words are proce s s ed by our shor t t ermmemory , where we can on ly re ta in about 7
b i t s o f in format ion a t a t ime .
1 2 3 4 5 76 8 1 09
J O E E R I C K S O NPartner & Contr ibutor ,
Res taurantOwner . com
L E A D E R S H I P M I N D S E T
"Leadersh ip i s the ar t o fge t t ing someone e l s e to dosometh ing you want done
because he wants to do i t . " D W I G H T D . E I S E N H O W E R
[
L E A D E R S H I P M I N D S E TAl l l eader s may not be goodmanagers , but a l l managers
must be good l eader s .
Today ' s bus ine s s environmentshave far too many managersthat l ead by in t imidat ion .
]
A V O I D S E A G U L LM A N A G E M E N T
Seagull Management is a stylewherein a manager only interactswith employees when they think a
problem has arisen. They rarely offerpraise & manage with intimidation--which doesn't foster an environment
of trust!
L E A D E R S H I PM I N D S E T
Body Language
The way one i s spoken to
Li s t ening sk i l l s
Are you speak ing negat ive ly orpos t ive ly?
L E A D E R S H I PM I N D S E T
Effec t ive l eader sh ip require s theabi l i ty to ge t o ther s to p lacethe ir t rus t in you .
4 E S S E N T I A L T R A I T SO F A N E F F E C T I V E L E A D E R
Integr i ty
Competance
Empathe t i c
Communicate s
C O M M U N I C A T I O N B U I L D S E N G A G E M E N T A M O N G Y O U R E M P L O Y E E S .
B U I L D I N G E M P L O Y E EE N G A G E M E N T
The Gal lup organizat ion de f ine s" engaged employee s " a s thoseindiv idual s who are invo lved in ,enthus ias t i c about , andcommit ted to the ir work and whocontr ibute to the i r organizat ionin a pos i t ive manner .
W H A T I S E N G A G E M E N T ?
B U I L D I N G E M P L O Y E EE N G A G E M E N T
4 S T A G E S O F E N G A G E M E N T
Indiv idual Needs
Teamwork
Bas i c Needs
Growth
Source : Gal lup
B U I L D I N G E M P L O Y E EE N G A G E M E N T
B A S I C N E E D S
What succe s s l ooks l i ke
Mater ia l s and equipment
Know what i s expec ted
Sys tems to ensure re su l t s
Proper t ra iningSource : Gal lup
B U I L D I N G E M P L O Y E EE N G A G E M E N T
B A S I C N E E D S
Effec t ive t ra ining sy s t emsprovide the foundat ion formeet ing the bas i c needs o f yourteam members .
Source : Gal lup
B U I L D I N G E M P L O Y E EE N G A G E M E N T
I N D I V I D U A L N E E D S
Know they are va lued
Trus t ing re la t ionsh ip
Manager suppor t
Source : Gal lup
B U I L D I N G E M P L O Y E EE N G A G E M E N T
T E A M W O R K N E E D S
Part o f the t eam
Trus t those they work wi th
Sense o f be longing
Are t rus t ed by coworker s
Source : Gal lup
B U I L D I N G E M P L O Y E EE N G A G E M E N T
G R O W T H N E E D S
Cont inual Learning
Progre s s Conf i rmat ion
Chal l enge
Opportuni t i e s to grow
Source : Gal lup
B U I L D I N G E M P L O Y E EE N G A G E M E N T
A R I S T O T L E
"P leasure in the j ob put sper f ec t ion in the work . "
C L I C K H E R E T OL E A R N M O R E A B O U T
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