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Are You Smarter Than a 5 th Grader?. 1,000,000. 500,000. 300,000. Working with Colleagues & Customers. Working in a Socially Diverse Environment. Are You Smarter Than a 5 th Grader?. 175,000. 100,000. Follow Health, Safety & Security Procedures. Follow Workplace Hygiene. 50,000.

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are you smarter than a 5 th grader1

1,000,000

500,000

300,000

Working with Colleagues & Customers

Working in a Socially Diverse Environment

Are You Smarter Than a 5th Grader?

175,000

100,000

Follow Health, Safety & Security Procedures

Follow Workplace Hygiene

50,000

Organise & prepare Food

General Knowledge

25,000

10,000

Clean & Maintain Kitchen Premesis

Receive & Store Kitchen Supplies

5,000

2,000

1,0010

working with colleagues customers
WORKING WITH COLLEAGUES & CUSTOMERS
  • There are 2 types of customers, what are they? Give an example of each.
  • Outline the 2 participants in communication.
  • Compare and Contrast the terms encoding and decoding in regard to the communication process.
working with colleages customers
WORKING WITH COLLEAGES & CUSTOMERS
  • There are 3 types of communication. List and provide an example of each.
  • Identify 5 barriers to communication.
  • Outline the elements of good teamwork
working with colleagues customers1
WORKING WITH COLLEAGUES & CUSTOMERS
  • Define the term conflict.
  • List 5 reasons for customer dissatisfaction.
  • Outline the procedure for handling customer complaints. (7)
working in a socially diverse environment
WORKING IN A SOCIALLY DIVERSE ENVIRONMENT
  • Explain how being aware of cultural difference within the hospitality can improve customer service.
  • There are 3 types of questioning techniques. What are they and provide an example of each.
  • Give an example of how you would answer an external call at a hospitality establishment.
working in asocially diverse environment
WORKING IN ASOCIALLY DIVERSE ENVIRONMENT
  • Describe how a member of the Food and Beverage Team could be appropriately groomed.
  • Identify factors that may result in varying customer needs and expectations.
  • Outline the benefits for the establishment of providing good customer service.
working in a socially diverse environment1
WORKING IN A SOCIALLY DIVERSE ENVIRONMENT
  • List and briefly explain 3 forms of legislation that exist in regard to working in a socially diverse environment
  • List expectations that exist from the following cultures:
    • Asian
    • European
    • American
    • UK
    • NZ
working in a socially diverse environment2
WORKING IN A SOCIALLY DIVERSE ENVIRONMENT
  • Describe a religious convention that may have special needs within the hospitality industry.
  • Define the term Indigenous
follow health safety security procedure
FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE
  • There are 4 costs associated with workplace injury. What are they?
  • What does OHS stand for?
  • Compare and contrast employer and employee.
follow health safety security procedure1
FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE
  • Explain 2 rights and responsibilities of an employer and an employee.
  • Define PPE and outline appropriate PPE to be worn by a chef.
  • What does MSDS stand for and in what context is it used?
follow health safety security procedure2
FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE
  • What is the procedure for the correct lifting of heavy items?
  • Identify 5 emergency situations
  • Outline common workplace injuries that may occur in the hospitality industry
follow health safety security procedure3
FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE
  • There are many causes of workplace injuries. Discuss the possible causes of:
    • Sprains
    • Cuts
    • Burns
  • An OHS Committee must exist if there are more than ______ employees.
  • What is the role of an OHS Committee?
follow health safety security procedure4
FOLLOW HEALTH, SAFETY & SECURITY PROCEDURE
  • Define the term hazard
  • Give an example of the following hazards:
    • Biological
    • Human
    • Work
    • Chemical
    • Environmental
    • Ergonomic
    • Radiation
follow workplace hygiene procedures
FOLLOW WORKPLACE HYGIENE PROCEDURES
  • What are the 2 types of hygiene?
  • Explain cross contamination and give one example of how this could occur in a kitchen situation.
  • When should hands be washed and how should they be washed?
follow workplace hygiene procedures1
FOLLOW WORKPLACE HYGIENE PROCEDURES
  • What does FSANZ stand for and what is it?
  • Explain what the Food Act 2003 sets out to achieve.
  • What does HACCP stand for and what is it?
  • There are 3 forms of food poisoning. What are they? Give an example of each.
follow workplace hygiene procedures2
FOLLOW WORKPLACE HYGIENE PROCEDURES
  • What are the symptoms of food poisoning?
  • The Danger Zone occurs between what temperatures?
  • Outline 2 types of food poisoning bacteria
organise prepare food
ORGANISE & PREPARE FOOD
  • Explain why it is important that a SRC is used in a commercial kitchen.
  • Many different menus exist for different purposes. List 6.
  • What does a la carte translate to?
organise prepare food1
ORGANISE & PREPARE FOOD
  • Explain the features of a buffet menu and identify an occasion when you might serve a buffet.
  • What does mise en place involve?
  • Explain how you would select and store quality poultry.
organise prepare food2
ORGANISE & PREPARE FOOD
  • Describe 3 ways in which portion control could be achieved.
clean maintain kitchen premises
CLEAN & MAINTAIN KITCHEN PREMISES
  • Define FIFO and LILO and explain what principle it is associated with.
  • Explain the 3 storage areas that may exist in a commercial kitchen and identify the temperature zone.
  • Compare and contrast the condition of clean and sanitised
clean maintain kitchen premises1
CLEAN & MAINTAIN KITCHEN PREMISES
  • How should chemicals be used and stored?
general knowledge
GENERAL KNOWLEDGE
  • What conditions do bacteria require to grow?
  • Explain why you would use an emergency evacuation plan.
  • What characteristics are commonly discriminated against?
general knowledge1
GENERAL KNOWLEDGE
  • Compare and contrast the concept of stereotyping and making generalisations.
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