How do catering staff communicate with guests? Talk to people and talk nonsense, which is the highest level of communication. The so-called communication, in addition to language communication, also means mutual understanding. In catering service, customers complain, colleagues complain and bosses criticize. If you think about it carefully, communication is not in place, or there is a lack of effective communication. In catering management, the command is decentralized but the effect is not good, which may be because the command is unclear. About the importance of communication, the theory of mentality has been talked a lot. Let's understand it through a few short stories. I believe everyone will gain something.
1 short trousers
A professor was going to give a speech at a high-standard conference the next day, and his wife bought him a suit. After the professor tried it, he found that the trouser leg was two centimeters long, but it did not affect the image. When sleeping at night, the professor's mother was worried that the trousers were too long, so she trimmed them by two centimeters. Early the next morning, the professor's wife saw that it was still early, so she picked up her trousers and cut them off by two centimeters. And the result? Naturally, pants can't be worn. What is the reason? The result of lack of communication.
summary: this kind of problem is easy to appear in catering service. The customer asked a waiter to serve tea, one went, and then another waiter asked if he wanted to serve tea. This is the result of lack of communication and unclear division of labor. If colleagues told each other, this would not happen.
2 A scholar buys firewood
A scholar went to buy firewood. He said to the firewood seller, "Come here!" The firewood seller didn't understand the word "paid firewood", but he understood the word "come here", so he put the firewood in front of the scholar.
The scholar asked him, "What's the price?" The firewood seller didn't quite understand this sentence, but he understood the word "price" and told the scholar the price. The scholar went on to say, "The exterior is solid but the interior is empty. There is more smoke and less flame. Please damage it. Your wood is dry on the outside, but wet on the inside. When it burns, there will be more smoke and less flame. Please reduce the price. ) "The firewood seller didn't understand the scholar's words, so he left with firewood.
Summary: Managers should usually use simple language and easy-to-understand words to convey information, and have a good grasp of the target and timing. Sometimes, excessive embellishment can not achieve the desired goal. Catering managers need to pay attention to the simplicity and clarity of the language when giving orders.
3 Don't listen to half of what people say
linklater, a famous American host, visited a child one day and asked him, "What do you want to be when you grow up?" The child naively replied, "Well … I want to be a pilot of the plane!" " Linklater then asked, "What would you do if one day your plane flew over the Pacific Ocean and all the engines died?" The child thought for a moment: "I will tell the people sitting on the plane to fasten their seat belts first, and then I will hang up my parachute and jump out." When the audience at the scene laughed, linklater continued to watch the child to see if he was a smart-ass guy. Unexpectedly, then the child's two lines of tears welled up, which made linklater realize that the child's compassion was far beyond words. So linklater asked him, "Why do you want to do this?" The child's answer reveals a child's sincere thought: "I'm going to get fuel, and I want to come back!" "
Summary: When you hear someone talking, do you really understand what he said? Do you understand? If you don't understand, please listen to others. This is the "art of listening": 1. Don't listen to half. 2. Don't project your meaning onto what others say.
4 contrary advice
A said to B: I want to leave this company. I hate this company! B suggested: I raise my hands in favor of your revenge! The broken company must give it some color to see see. But it is not the best time for you to leave now. A q: why? B said: If you leave now, the company will not lose much. You should take advantage of the opportunity in the company, try your best to attract some customers for yourself, become an independent figure in the company, and then suddenly leave the company with these customers, and the company will suffer heavy losses and be very passive. A thinks what B said is very reasonable. So he worked hard and got what he wanted. After more than half a year's hard work, he had many loyal customers. When we meet again, B asks A, "Now is the time. Let's jump and act quickly!" " A smiled indifferently: "The boss has had a long talk with me and is going to promote me to be the assistant to the general manager. I have no plans to leave for the time being." In fact, this is also the original intention of B.
Summary: A person's work will only give you more opportunities to create more profits for him if he pays more than he gets, so that the boss can really see that your ability is greater than your position. Therefore, when catering leaders or friends persuade each other, remember reverse thinking, and this communication effect often has unexpected joy.
5 The most valuable golden statuette
Once a man from a small country came to China and presented three identical golden statuettes, which made the emperor very happy. However, the people in this small country are not kind, and at the same time a question arises: which of these three gold people is the most valuable? The emperor thought of many ways, invited the jeweler to check, weigh and watch the workmanship, all of which were exactly the same.
what should I do? The messenger is still waiting to report back. Great country, can't even understand this little thing? Finally, an old minister who abdicated said he had an idea. The emperor invited the emissary to the main hall, and the old minister held three straws with confidence and inserted them into the ear of the first gold man. The straws came out from the other ear. The second gold man's straw fell directly out of his mouth, while the third gold man's straw fell into his stomach after entering, and there was no noise. The old minister said: the third gold man is the most valuable! The messenger was silent and the answer was correct.
Summary: The most valuable person is not necessarily the most talkative person. God gave us two ears and one mouth, which was meant to make us listen more and talk less. Being good at listening is the most basic quality of a mature person. In the process of handling customer complaints, the catering staff should remember to listen patiently.
6 shoelaces are loose
Before a master performer went on stage, his disciples told him that his shoelaces were loose. The master nodded his thanks and squatted down to tie it carefully. After the disciple turned around, he squatted down to untie his shoelaces. A bystander saw all this and asked inexplicably, "Master, why did you untie your shoelaces again?" The master replied: "Because I play a tired traveler, I can let his shoelaces loose after a long journey, and I can show his fatigue and haggard through this detail."
"Then why don't you just tell your disciples?" "He can carefully find that my shoelaces are loose and enthusiastically tell me that I must protect his enthusiasm and encourage him in time. As for why I untied my shoelaces, I will have more opportunities to teach him to perform in the future. I can talk about it next time."
summary: the best communication is not aggressive, but understanding others. Some customers' opinions may be unreasonable or unrealistic, but we should treat them with an inclusive heart in catering service. Well-intentioned reminders and opinions will be a fortune.
7 Coffee, carrots and eggs
A daughter complained to her father about her life and that everything was so difficult. She doesn't know how to cope with life and wants to give up on herself. She is tired of fighting and struggling, as if a problem had just been solved when a new one appeared.
Her father is a cook. He takes her into the kitchen. He first poured some water into three pots, and then put them on a high fire. Soon the water in the pot boiled. He put some carrots in one pot, an egg in the second pot and ground coffee beans in the last pot. He boiled them in boiling water without saying a word.
The daughter smacked her lips and waited impatiently, wondering what her father was doing. After about 21 minutes, he turned off the fire, fished out the carrots and put them in a bowl, fished out the eggs and put them in another bowl, and then ladled the coffee into a cup. After doing this, he turned to his daughter and asked, "Honey, what do you see?" "Carrots, eggs, coffee," she answered.
He asked her to come closer and let her touch the carrot with her hand. She touched them and noticed that they had softened. The father asked his daughter to take an egg and break it. After peeling off the shell, he saw a hard-boiled egg. Finally, he made her drink coffee. My daughter smiled when she tasted the fragrant coffee. She asked timidly, "Father, what does this mean?"
He explained that these three things face the same adversity-boiling water, but their reactions are different. Carrots are strong and sturdy before they are put into the pot, showing no weakness; But after entering the boiling water, it becomes soft and weak. The egg turned out to be fragile, and its thin shell protected its liquid viscera. But after boiling water, its internal organs hardened. Powdered coffee beans, on the other hand, are unique. After entering boiling water, they change the water. "Which one is you?" He asked his daughter, "how should you react when adversity comes to you?" Are you a carrot, an egg or a coffee bean? "
summary: in catering service, sometimes communication is not so direct. It is better to convince customers with facts through effective cases.
8 Because I want to hold him
A man was forced to sell his newly purchased house because of business failure, and even his beloved sports car was thrown away, so he used a motorcycle instead. One day, together with his wife, he made an appointment with several couples who were close friends to go out to play. The newly-married wife of one of his friends, because she didn't know the details, saw the couple arrive at the appointed place on a motorcycle and blurted out, "Why did you come by motorcycle?" Everyone was stunned for a moment, and the scene became very embarrassing, but the wife replied without delay: We rode a motorcycle because I wanted to hold him.
Summary: I want to hold him, which will make the awkward atmosphere warm and delicate at once. In catering service, the art of speaking will never be out of date. How to make it more acceptable to customers, and how to make it better? Remember to go back and read more books to improve your emotional intelligence.
Remarks: The above eight stories are simple, but the truth is profound. As a catering service person or a catering manager, I know the art of speaking, listening, patience and high emotional intelligence, and I believe you can handle any troublesome customer.