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2 examples of verbal communication : Speaking and our tone, the phone, face to face.

2 examples of non verbal communication : Body Language and eye contact use of space, facial.

3 Barriers to effective communication : Bias and Stereotyping, Ethnocentrism, and distractions in theenvironment.

Active Listening: listening intently to the full message, recognising feeling and emotions, questioningwith care and at appropriate times, use of closed/open/reflective questions, proper eye contact, goodbody posture, ignore distractions, concentrate, provide feedback.

2 Interpersonal skills required by hosp employee: Body Language and listening Skills, presentationstandards and teamwork.

2 personal presentation standards required by an employee working in the kitchen: Clean hands andclean uniform, with no odours, clean face, washed hair, etc

Steps to be taken to resolve conflict between 2 employees: collect and discuss the facts, clarify andempathise, summarise the situation, agree on a solution, implement the solution.

6 steps you should follow to resolve a customer complaint : [LARTRF]Listen without interrupting,acknowledge the customer s complaint, respond by advising the customer what they will do, take actionto resolve the complaint, report and keep a record of the complaint, follow up by completingdocumentation.

3 groups of people who may have special needs and expectations when visiting a hosp. Establishmentand 1 example for each of how their needs could be met: Business travellers-provide access totechnology, pregnant women-need comfortable seating and dietary requirements, families withchildren-quick service and family friendly areas, and guests with dietary req.-vegetarians, food allergies.

Quality Service : consistency in service, good communication, ensuring the need/requests are met.

Cultural Diversity : the variety of traditions and beliefs and cultures in a society. They differ in-Language,dietary preferences, festivals and celebrations, religion.

3 ways to communicate effectively with people from a different cultural background : use universalsigns, effective cross cultural skills involve being aware of and sensitive to individual needs, clearcommunication by not using jargon and slang,.

1 cultural group and discuss their needs and expectations: Muslim, can t eat pork or drink alcohol,special requirements include Halal where meats are cleaned by draining the blood.

1 way in which a person s religion may influence their needs in relation to hosp est .-the food they eat,they way the food is prepared, foods they cant eat etc.

3 things that may lead to cultural misleading- ethnocentrism, bias and stereotyping, gender issues.

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3 Legislations dealing with cultural diversity : Anti-discrimination act 1977 (NSW), EEO 1987 Cth, Racialdiscrimination act 1976 (C WEALTH).

7 different types of hazards that may be encountered in the workplace : Physical-machinery, Chemical-gases or fumes, Psychological-work stress, environmental-smoking, biological-bacteria and viruses,

ergonomics-height levels of computer workstations, Radiation-sun, x-rays, microwaves.

Ergonomics : Relationships between how the body is used and the equipment required for a particulartask. Poor ergonomics leads to injuries such as occupational overuse syndrome.

What legislation deals with work safety?- OHS Act 2000, providing safe and healthy workplaces foremployees. Secure and promote health, safety and welfare of employees, protect people, provideconsultation and cooperation between employers and workers, ensures risks are identified, enableshigher standards of safety.

Who enforces OHS - WorkCover enforces OHS, they can visit sites.

Role of OHS Committee- if 20 or more people are employed and majority of these employees requestthe need to form a committee. To keep under review the measures taken to ensure health, safety andwelfare, investigate any matters that may cause risk to health and safety at workplace, attempt toresolve a conflict, report any breaches, monitor and recommend changes, carryout OHS regulations.

2 ways OHS incidents are monitored and reported - written accident report must be submitted to theemployer after an incident, through the use of maintenance logs, safety audit forms or incident register.

Correct procedure for manual handling - size up the object, bend the knees and crouch down with astraight back, take hold of the object securely both at the back and base of the object, straighten back,

using thigh muscles-stand up.

3 examples of emergency situations: Bomb threats, fire, and medical emergencies.

2 examples of PPE : Personal Protective Equipment- eye protection-goggles, foot protection-safetyboots, head protection-helmets

MSDS- Material Safety data Sheet-provides detailed information on a hazardous substance e.g.chemicals. MSDS are supplied by the manufacturers of the hazardous substance. What to do when aperson if affected by the substance.

What is the difference between environmental hygiene and personal hygiene: EH-the cleanliness of the areas around the preparation of food, in particular the storage room and work surfaces. PH-aboutbeing clean as a person, physical cleanliness and appearance. Eg hands, hair uniform.

2 Types of bacteria that causes food poisoning-Salmonella and Staphylococcus aureus

Temperature danger zone : 5-60 degrees, Bacteria grow very quickly and increased chances of foodpoisoning bacteria.

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Cross-contamination -the transferring of microorganisms from contaminated foods and areas to otherfoods. May occur through inappropriate cleaning, or inappropriate use of towels, or use of choppingboards, knives etc for raw meats and veges.

Prevention of food poisoning -use disposable gloves, covering of cuts with bright coloured bandaids,

following good hygiene rules and washing hands efficiently, appropriate food handling, proper storage,proper cleaning, cooked and uncooked food stored apart, pest control etc.

HACCP-Hazard analysis critical control points-ensures risk of contamination is prevented at all criticalpoints in the production of food. A process in which a team can monitor potential problems and takecorrective action before food can pose a health risk to the consumer.

Food Safety and hygiene legislations - Food Act 2003 nsw, and they are enforced by the Food Regulation2004, nsw.

Purpose of Sanitiser -ensure a hygienic finish. Main function is to break down soils and stains.

3 wet and dry areas that require cleaning -3 wet-bathrooms, kitchens, and balconies, and 3 dry-bedrooms, storage areas and function rooms.

Telephone etiquette -answer phone promptly within 3 rings, polite greetings, identity your company,identify yourself, offer assistance, give the caller your attention, thank the caller for calling.

Open questions-more than just yes or no, they find out more distinct information and customer needswhile closed questions just require yes or no.

Written telephone message -Date, time, name, company, telephone, message, who it is for etc.

3 things to be checked when receiving stock -check the number or weight of items against quantityordered, check that frozen products are frozen, use by dates, temperature, brands, tins for bloating,vermin etc.

4 different types of stock -equipment, food, linen and stationery.

2 pieces of stock control documentation -Order form/requisition forms and delivery dockets. Invoices

1 way you cold report discrepancies in stock received-Notify the supplier immediately by phone or emailand request a credit note or extra delivery. Or indicate on the delivery docket and have the driver towitness it.

3 different types of stock storage areas -Stock room, refrigerator, stationery cupboard.

FIFO-first in first out, stock rotation method used to minimise waste and ensure all products are useefficiently and effectively. Ensure freshness of all products.

7 sectors of the tourism and hospitality industry-Accommodation, Food and Beverage, Meetings andEvents, Gaming, Entertainment and Recreation, Travel/Tourism, and Visitor Information services.

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Commercial establishments aim to make a profit while non commercial establishments aim to help thecommunity and society. Commercial-hotels and Non commercial-prisons, public hospitals.

2 occupational areas and describe their role: Front Office-reservation and reception areas.Housekeeping-maintaining the establishments standards of hygiene, comfort and cleanliness.

Main Industrial reward -The hospitality Industry- Accommodation, hotels, resorts and gaming award1995.

2 industry associations that assist businesses in the hosp industry- AHA-australian hotels associationand HMAA- hotel, motel and accommodation association.

2 ways to keep up to date with new ideas and information -newspapers, radio segments, TV, seminarsetc.

Legislation that makes it illegal to discriminate people based on race, gender, religious belief etc is Anti-discrimination Act 1977

Smoke-free environment act 2000-most public spaces are smoke free, fines for allowing it, liquor act1982- rsa-at least 18, responsible service of alcohol,, Food Act 2003-food safety-standards of hygiene,disability discrimination act 1992, racial discrimination act 1975,eeo,

2 emerging trends -backpackers tend to stay for longer periods and often work and travel. Eco-tourismbecoming very popular.

Environmental sustainability - capacity to minimise our resource consumption to help preserve theenvironment. Development that meets the needs of the present generation without compromising theability of future generations to meet their own needs.

3 examples of resources-Water-use an effective water saving shower hosetap and install water tanks,Electricity-invest in solar energy and only turn on equipment when in use, food-waste minimisationensuring quality assurances etc-fifo.

Waste management hierarchy - The waste management hierarchy is a nationally and internationallyaccepted guide for prioritising waste management practices with the objective of achieving the optimalenvironmental outcome. It sets out the preferred order of waste management practices from the mostpreferred to least preferred.

3 pieces of legislation that deals with the environment:

Protection of the environment operations act 1997(POEO)- divides the responsibility for environmentalprotection between local councils and the NSW environmental protection authority. 3 levels of offencesunder this act. Tier 1 is the most serious offences where either wilfulness or negligence can be provenwith very high fines and even jail terms. Tier 2 are the more common offences, where wilfulness ornegligence don t have to be proved, just that the pollution happened with maximum fines of 250000,and 1 mill for corporations. A tier 3 is an offence similar to an on the spot fine similar to parking ticket.

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Water management act 2000- The objects of this Act are to provide for the sustainable andintegrated management of the water sources of the State for the benefit of both present and futuregenerations and, in particular:

(a) to apply the principles of ecologically sustainable development, and

(b) to protect, enhance and restore water sources, their associated ecosystems, ecological processes andbiological diversity and their water quality, and

(c) to recognise and foster the significant social and economic benefits to the State that result from thesustainable and efficient use of water, including:

N ative Vegetation Act 2003- The objects of this Act are:

(a) to provide for, encourage and promote the management of native vegetation on a regional basis in thesocial, economic and environmental interests of the State, and

(b) to prevent broadscale clearing unless it improves or maintains environmental outcomes, and

(c) to protect native vegetation of high conservation value having regard to its contribution to such mattersas water quality, biodiversity, or the prevention of salinity or land degradation, and

(d) to improve the condition of existing native vegetation, particularly where it has high conservation value,and