Producing Productive People

PRODUCTIVE PEOPLE, INC.

and

Rev. Pizza Co.

Invite you to participate in this training session.

Customer service is built on a foundation that demonstrates an organization can be trusted.

Without good customer service, a company cannot survive.  And what is the key to good customer service? 

Great employees who have great communication skills. 

Understanding how to go above and beyond when serving a customer requires learning the difference between empathetic behavior and sympathetic behavior, knowing how to effectively use conflict management skills, understanding the difference between hearing and listening, working in a safe environment, and knowing how to be part of a team. 

Please continue to the next module and take a moment to meet our training team.

Meet Your Trainers

Jacob Rodriguez

JACOB RODRIGUEZ

Jacob Rodriguez is the Senior Director of Public Relations at Productive People, Inc. He is a graduate from the University of Houston Downtown. He is currently in his 7th year with Productive People, Inc.

Robert Crosby

ROBERT CROSBY

Robert Crosby is the Senior Documentation Administrator at Productive People, Inc. He graduated from University of Houston-Downtown and has been with Productive People, Inc. for over 7 years. 

Trey Munoz

TREY MUÑOZ

Trey Muñoz is the Senior Client Crisis and Business Continuity Manager at Productive People Inc. He is a graduate of the University of Houston Downtown. He is currently in his 18th year with Productive People Inc.


Jessica Taylor

JESSICA TAYLOR

Jessica Taylor is the Director of Human Resources at Productive People, Inc. She received her Bachelor’s Degree in Corporate Communications from the University of Houston Downtown, and her Master’s Degree in Human Resources Management/Personnel Administration from Houston Baptist University. She has been with Productive People, Inc. for 4 years. 

Emily Harl

EMILY HARL

Emily Harl is the Senior Director of Training and Performance at Productive People Inc. She graduated from the University of Houston Downtown with her Bachelors Degree in Corporate Communication. She has been working for Productive People Inc. for over 7 years.

Bairon Galo

BAIRON GALO

Bairon Galo is the Senior Director of Account and Client Services at Productive People Inc. He graduated from the University of Houston Downtown with his Bachelors Degree in Corporate Communications. He has been working for Productive People Inc. for over 5 years.

Empathy V Sympathy (Module 1)

Empathy

Empathy

acknowledging and affirming another’s emotional state.

-allows you to be professional and caring at the same time

-lets customer know you understand the way they may feel

Sympathy

Sympathy

Involves dealing with and even taking on another person’s emotions.

-a detached recognition of the upset customers

Between empathy and sympathy, which one do you think is most important to have when responding in work situations?

  • Empathy
  • Sympathy

How to become more empathetic

Tips and Tricks

  • Ask yourself where empathy is missing.
  • Reach out to people in your life.
  • Ask how people are feeling and really listen to what they say.

Conflict Management (Module 2)

Conflict Management

The Cycle of Conflict

Where ever there are humans, there will be conflict.  Not everyone thinks the same way and people don’t always see eye to eye, but we can always try to find solutions or common ground.  

The first step is to realize what, where and who the problem is with.

Conflict with Everyone

In Conflict With Everyone

As long as we are human we will have some conflict.

Whether that conflict is with co-workers, customers or management, how we work through the conflict will define the person we want to be. 

The Cycle of Conflict

How would you respond?

See if you can choose the best way to respond to conflict.

  • Compromise
    is an appropriate response to conflict resolution.
  • Avoidance
    does not solve conflict but makes me feel better for a short while.
  • Name calling
    can escalate conflict.
  • Yelling and shouting
    is not the way to vocalize your argument.

Resolving Conflict with a Co-worker.

Conflict with Co-workers

If you were in conflict with another employee, how would you try to resolve that conflict?

  • Sit down with the employee and a manager and tell them honestly how there is conflict leaving emotions out of the conversation.
  • Avoid the employee at all costs so the conflict does not escalate.
  • Have management talk to your co-worker, telling them what they did wrong.
  • You and the manager should tell your co-worker what they need to do to make amends.

Resolving Conflict with a Customer.

Conflict with Customers

If you were in conflict with a customer, how would you try to resolve that conflict?


  • Allow the customer to yell and vent, show you care about the company, use the correct tone, be neutral, don't over react, and deal with all the issues.
  • Allow the customer to talk, show sympathy for the customer, set a firm tone, be on the side of the company, don't over react, and focus on the important issue.
  • Allow the customer to talk, show you care, use the correct tone, be neutral, don't over react, and focus on the important issue.
  • Allow the customer the time and space to rant, pretend you care, use the correct tone, pick a side, don't over react, and focus on all the important issues.

Resolving Conflict with Management.

Conflict with Managers

If you were in conflict with a manager, how would you try to resolve that conflict?

  • Understand your own expectations. Explain the problem and how it has impacted your emotions. Listen to your supervisor’s viewpoint and brainstorm solutions beneficial to you. Put important agreements in writing. Make sure the manager follows through on their end of the deal.
  • Understand your supervisor’s expectations. Explain the problem and leave your emotions out of the discussion. Listen to your supervisor’s viewpoint and brainstorm solutions beneficial to you. Put important agreements in writing. Make sure the manager follows through on their end of the deal.
  • Understand your supervisor’s expectations. Explain the problem and leave your emotions out of the discussion. Listen to your supervisor’s viewpoint and brainstorm about mutually beneficial solutions. Put important agreements in writing. Always follow through on your end of the deal.
  • Understand your own expectations. Explain the problem and leave your emotions out of the discussion. Listen to your supervisor’s viewpoint and brainstorm about mutually beneficial solutions. Agreements should be settled with a handshake. Make sure the manager follows through on their end of the deal.

How should I approach conflict?

Should I avoid the conflict, confront the other person or resolve the conflict amicably?

Listening vs. Hearing (Module 3)

Listening vs. Hearing

Listening vs Hearing

Listening vs. Hearing- Training on listening versus hearing is important when developing a business.  You can always hear the demands of the customers, but is the business actually listening?  Two words that are easily interchanged in speech, yet they mean vastly different things.

  • Listening- the value that you have in something you hear -saves time -allows you to engage in more than what is just being said.      
  •   Hearing- the faculty of involuntarily perceiving sounds.

A coworker calls into work, desperately letting Tom the Manager know that she won't be in today because her son is very sick. Tom tells her that it will cost her sick time and hangs up. Is Tom using hearing or listening?

  • Hearing
  • Listening

A customer leaves the following review- "My pizza was on time, but it was cold and needed reheating. Also, the soda we ordered never came." What can you glean by listening to this complaint?

  • The customer is insatiable and is complaining to get free food.
  • The delivery driver is to blame for the cold pizza and missing soda.
  • There may be a problem with cooking or how the pizza was stored in the vehicle, and there was a miscommunication with the soda.

Listening to What Customers Have to Say

  • My son is a vegetarian.
    Make sure to leave off any meats.
  • My daughter has a peanut allergy.
    Explain that peanut oil is not used in the sauce.
  • I live in a gated community.
    Make sure to record any gate codes or dialing information for entry.
  • My husband is allergic to sugar.
    Offer sugar free drinks or bottled water.
  • Does the pizza come with a lot of toppings?
    Offer extra toppings as an upgrade.

Hearing What a Customer Has to Say

  • My son is a vegetarian.
    Would you like a pizza that is half meat and half vegetables?
  • My daughter has a peanut allergy.
    Peanut Pizza? Really?
  • I live in a gated community.
    The driver can meet you out front.
  • My husband is allergic to sugar.
    Pizza has all kinds of sugar in the sauce.
  • Does the pizza come with a lot of toppings?
    They are pretty generous.

Which one is this?

I understand your point about working too many late shifts but...

  • This is an example of Listening.
  • This is an example of Hearing.

Public Relations (Module 4)

Understanding Company Values: Rev Pizza Co.

Revolution Pizza Co. Mission Statement

Revolution Pizza Co. is built on the basis of offering people a superior option that is good for more than just their taste buds. We partner with local farmers across the nation to ensure we are using the best sustainably farmed ingredients available to create a meal you can be proud to serve your family.

Open Discussion

What does the company mission statement mean to you?

Open Forum discussion. Trainees should participate in an open forum discussion and discuss what the Revolution Pizza Co. Mission statement means to them. (5 min)

Self-Awareness Defined

Self Awareness

Understanding the effects of your actions

We must be self-aware to ensure that we communicate the best version of ourselves. In today's society people and companies alike are being scrutinized in an unprecedented way. Are we behaving in a manner that is acceptable in and outside of our work environment? 


Self-Awareness Continued

What are the Positive and Negative effects of our actions?

Lets take a moment to look into some of the positive and negative effects our actions have

Self-Awareness: The Effect of your actions in the workplace

Effect of your actions in the workplace

Let us take a look at why self-awareness is important by examining how your actions can affect your work environment 

Positive Effects 

- Positive actions promote positivity among your co-workers

- Customers will have a positive outlook on the establishment and be more likely to come back

-A positive attitude helps to turn a bad environment into a good one

Negative Effects 

- Negativity is contagious

-A poor attitude or poor performance will discourage others from collaborating with you

-Consumer engagement will suffer

-Conflict will become more common

Behavior: Outside the workplace

Someone is always watching

We need to remember that even outside of the workplace we are still representing the company image. Would the actions we take in our personal lives be scrutinized if your employer was to find out about them? If they are, changes may be necessary.

Behavior: Do's and Don'ts

Below are some of the Do's and Don'ts of behaviors in and outside of the workplace 

Do

-Keep a positive attitude

-Always lend a helping hand with task

-Greet people that you encounter

-Dress like a professional

Don't

-Push a negative attitude onto others

-Use foul language

-Practice unethical behaviors 

-Portray a negative self image by not being either professional or presentable

Training Activity

Training Activity to be conducted by the Trainer that will bring insight into effects of the trainee’s actions.

Training Activity

The trainees will break off into several groups of 3-4 people. The Trainer will put up a large board consisting of 10 actions with a column next to each action that'll read “Acceptable” and “Not Acceptable”. Each group will be given different color post-it notes. The groups will discuss for 3 minutes and then place one of their distinct sticky notes next to each action in the “Acceptable” or "Not Acceptable” column. The groups will then take turns discussing their choices. (15 minutes)

The Importance of a Safe Workplace (Module 5)

Benefits of Working in a Safe Environment

Working In a Safe Environment Makes Employees Happier

It is true that when an employee feels safe, they are happier and healthier.  When you and your co-workers adopt an attitude of safety it can become contagious.  No one wants to work in an area that is unclean or unsafe.  A safe working environment makes people more efficient.  

Do you feel better when you feel safe and cared for?

Identifying a Safe Working Environment

Creating conditions, capabilities, and habits that ensure a safe working environment.

Establish Safe Habits

Match the beginning of the sentence with it's logical conclusion.

  • I should clean floors with a clean mop and
    approved floor cleaners.
  • When something is spilled on the floor, I should
    use warning signs to keep people off of wet floors.
  • I should never use a box or cart to reach for an item. I should use
    a ladder or footstool.
  • I should not wear shoes with high heals, or leather soles. I should wear
    non-skid, waterproof shoes with low heels and good tread.
  • I should clean floors regularly
    so that grease does not build up.
  • I should warn others
    when walking behind them.

Which kitchen looks and feels like a nice place to work?

Select the radial of the kitchen you would want to work in.

If you spill something on the floor, what should you do?

Select the option you believe to be true.

  • Leave it. Someone else will clean it.
  • Tell your manager and get him/her to clean it.
  • Wipe it up immediately.
  • Pretend it didn't happen.

Knowing Your Limitations

When something is above my head I will 

The process of lifting something heavy is a four step process that includes 

The correct size of ladder or footstool should be 

Teambuilding and Team Work (Module 6)

Together Everyone Achieves More

While not every task can involve multiple people, every task can be done more effectively when we work together as opposed to work apart- this means keeping open communication with each other about what we're starting, what we're doing, and when we're done.

  • When assembling pizzas for baking and having multiple employees on the line, make sure that there's communication about who is doing what- if an order calls for one large pepperoni and one medium supreme, and both workers start making large pepperoni pizzas, it costs us time and resources. Let your partners know what you're doing!
  • When boxing pizzas and food for delivery, ensure the labels and the contents match the delivery order. Mix-ups hurt our relationship with the customer and our reputation with potential new customers.
  • We get it. We really do get it. Some jobs aren't fun at all- mopping, cleaning the bathroom, etc. So swap off who does the jobs regularly. Only having one person in charge of doing unpleasant tasks hurts morale just as much as having one person who is exempt.

The Value Of Teamwork

It's easy to talk about using teamwork to solve daily problems, but it needs to be more than just a buzzword. You and your fellow employees need to focus on combining your efforts to make your store a resounding success- that means remembering who is responsible for what tasks, when they're expected to be done, and assisting your coworkers when they need that extra helping hand.

  • Recognize- Keep your eyes and ears open while at work. If someone is having trouble, offer them a hand or find someone who can help. If you're the one having difficulties, don't be afraid to ask for assistance.
  • Know- Know what your duties are, but also know your limits. If a sickness or injury would keep you from doing a duty safely, or if the same applies to a coworker, let your supervisor know.
  • Establish- Make sure everyone knows what their roles are. If for some reason the task you're assigned is already completed, let your supervisor know so they can adequately use your time.

Assigning Duties According to Skills

Aside from maintenance and cleaning, there are three primary duties at Rev. Pizza Co. Stores- Cashier Duty, Preparation, and Delivery. Like a chain, breaks in any of these areas will ensure the whole thing falls apart. Learn what each duty entails, and come prepared to switch tasks when necessary.

  • Cashier duties include handling money, taking orders, and relaying said orders to the kitchen for preparation. Accuracy in taking and relaying information here is key- don't be afraid to confirm details with customers to avoid mix-ups!
  • Preparation is all about our food. While in our kitchen, exercise caution to prevent injury to yourself and your coworkers- wear protective mittens when handling hot objects. When preparing food, double check to ensure accuracy and that you're not making redundant orders- let other cooks know what you're working on! Be sure to check expiration dates as well- no one benefits when we serve bad food. 
  • Speedy delivery is our pride and passion- but it also requires incredible amounts of awareness, keeping track of deliveries, proper pacing, and constant attention to your surroundings. Verify what deliveries go where before you leave the store to prevent unneeded backtracking. Above all else, safety is your number one priority. Pizzas can be replaced, but not lives.

You're finally done cleaning the dining area, but a coworker is having trouble putting ice in the soft drink machine. What do you do?

  • Let them struggle. It's their responsibility.
  • Offer to assist, or get someone who can help them.
  • Go tell your supervisor they're not pulling their own weight.
  • Start a needlessly insulting cheerleader routine.

Someone needs to clean the bathrooms, and unfortunately the coworker responsible for doing them today called out sick. You're next in line. What's the responsible thing to do?

  • Firmly refuse to do it- it's not your turn.
  • Stay silent and let the supervisor and manager figure it out.
  • Step in for this time- the bathroom still needs cleaning.
  • Start a mutiny and declare yourself the new manager and emperor for life, making a little crown out of breadsticks.

You're on cashier duty, and while you think you can understand the customer's order, you're not quite sure about some things, like the address number and whether they wanted 'no' or 'more' mushrooms. What do you do?

  • Say, "I'm sorry, could you repeat that order again?" until they give up.
  • Say nothing and let the kitchen and delivery driver worry about it. It'll make things interesting!
  • Read the order back to verify with the customer.
  • Cram your hand into your mouth and resume conversation. Now you're both on equal footing!

While preparing a pepperoni and mushroom pizza, you notice that the mushroom slices are moldy. You don't see another container of mushrooms around. What do you do?

  • Throw out the moldy mushrooms, inform your supervisor, and ask if more are available.
  • Add more cheese to cover up the mold. What they don't know won't hurt them.
  • Scrape the mold off as best as possible. Waste not, want not.
  • Arrange the moldy mushroom slices into a Mr. Yuk face.

While out on delivery, you notice that the light ahead is turning yellow, and you're pretty sure you can't make it before it turns red. You're pressed for time. What do you do?

  • Floor it. If the police have a problem, they'll have to catch you first.
  • Time to use what Mario Kart taught you! Cut across the divider, drive onto the curb, through the fast food parking lot, then across two lanes of traffic and make a hard left on a blinking yellow light. Your boss will surely appreciate your quick thinking!
  • Be patient and obey the speed limit. Apologize to the customer when you arrive for the delay.
  • Just keep driving at a normal pace. You can always say you thought the light was still yellow.

Training Conclusion

Learning Assessment

Please take a moment to tell us how you felt about the training.

You can take our survey at the following link:  https://www.surveymonkey.com/r/TDRFW35


Learning Assessment

Training Assessment

Please take a moment to let us know how we did.

You can follow this link to take a short survey:  https://www.surveymonkey.com/r/TJTXS73

Training Assessment

References

Source of Reference

Reference

Beebe, S. A., Mottet, T. P., & Roach, K. D. (2013). Training and development: Communicating for success (Vol. 2). Retrieved August 2, 2018

Folger, J. P., Poole, M. S., & Stutman, R. K. (2013). Working through conflict: Strategies for relationships, groups, and organizations.

Horowitz, S. S. (2012, November 09). Opinion | Why Listening Is So Much More Than Hearing. Retrieved from https://www.nytimes.com/2012/11/11/opinion/sunday/why-listening-is-so-much-more-than-heari ng.html

Jonathan, G. K., & Mbogo, R. W. (2016). Maintaining Health and Safety at Workplace: Employee and Employer's Role in Ensuring a Safe Working Environment. Journal of Education and Practice, 7(29), 1-7.

Leonard, K. (2017, November 21). How to Use Empathy With Customer Service. Retrieved from:

https://smallbusiness.chron.com/use-empathy-customer-service-920.html

Listening vs. Hearing: An ear training exercise. (n.d.). Retrieved from http://themusicministrycoach.com/listening-vs-hearing-an-ear-training-exercise/

Tucker-McLaughlin, M. (2016, October 26). Active-Listening Exercises for Team Building. Retrieved from https://smallbusiness.chron.com/activelistening-exercises-team-building-18679.html