1. Contribute to effective teamwork (1GEN4)
Unit 104
Contribute to effective teamwork (1GEN4)

2. Key words shown in bold italic
Remember
Write the answers
in your own words
Key words shown in bold italic

3. INTRODUCTION
The essence of an effective team is a good working relationship which is reflective in an operation and job satisfaction which in turn are reflected in the team’s attitude and approach towards customers.

4. A good team member will:
share information and learn from others
share the workload
work in an efficient and organised manner
be willing to share special skills and experience
achieve success and job satisfaction
be supportive, offer encouragement and give confidence to others

5. DEVELOPING WORKING RELATIONSHIPS
Team members share a goal and should work together to achieve success. A team will only be successful if all team members are totally committed and play their part. The golden rule to a successful harmonious team is to ‘behave to others as you would like them to behave towards you

6. On occasion team members may disagree:
about someone who is not pulling their weight
about working methods
about standards
because of personality clashes
It is important that these situations are dealt with immediately. If not, they might disrupt the efficiency and the standard of the work.

7. If there is a problem find out:
exactly what the problem is
if it can be resolved by you
who can mediate

8. If the standard of your work is questioned, i. e
If the standard of your work is questioned, i.e. it is not up to the required standard, would staff development help?
If the speed of the work is criticised, could the workload be too heavy?
If it is your work schedule, are you happy with your job? Do you have personal problems?
Unhappiness makes it very difficult to concentrate. If the problems are at home, try to leave them there. Let the enjoyment of doing a good job take over.

9. If possible, you should always try and discuss your problems with your supervisor. Don’t be afraid to ask. There are many employers who have trained counsellors who will be able to give you confidential, independent and professional advice.

10. Informal relationships of teams
Failing to work as a team may be due to:
a breakdown in informal relationships
a clash of personalities

11. Could it be because a member is:
shy?
noisy?
thoughtless?
annoying?
interfering?
standoffish?
bad tempered?
generally difficult to work with?

12. If you are the offender, you should try to ‘play down’ your worst points and consider other’s feelings. If the behaviour of the group is not your style and you don’t personally approve of it, don’t be afraid to stick to your principles and conduct yourself according to your own standards.

13. Problems with the supervisor
These may arise:
because of a personality clash
because you are not acting upon direct requests from the supervisor
because you have difficulty accepting constructive criticism

14. TIP:
If you are shy or find it difficult to mix with others, why not try and:
take up offers of friendship
if possible, make the first move, smile and say ‘hello’
listen to what others have to say and try to remember their interests
look friendly and interested

15. There is a solution to every problem so problems should be dealt with immediately - don’t leave them to escalate!

16. MAINTAINING WORKING RELATIONSHIPS
Once you have developed and established a good working relationship with peers and supervisors, you should work at maintaining it.

17. NEVER: let your standards slip be malicious or spiteful
take people for granted.

18. ALWAYS:
show respect for others
look enthusiastic
be helpful

19. Problems
If you do have a problem talk it over with someone - don’t bottle it up.
If a colleague, offer support.
If they tell you personal information, never discuss it with others.
In all situations deal with problems in a professional and mature manner.

20. It is an offence to discriminate.
DISCRIMINATION
Discrimination can be defined as ‘the unfavourable treatment of one person in relation to another’.
It is an offence to discriminate.

21. Race relations Act 1976
Under the Race Relations Act it is unlawful for an employer to discriminate against any potential employee or job applicant on the grounds of race, colour, ethnic or national origins.
It also applies to employee’s conditions of employment, promotion opportunities, provision for training, transfers to other departments in the company, of in relation to benefits, facilities or services that are normally available to employee’s.

22. The Sex Discrimination Act 1975
The principles underlying the act are essentially similar to that of the Race Relations Act. Discrimination against individuals on the grounds or gender is unlawful in the areas of recruitment, terms of service or dismissal.

23. CREATING WORKING RELATIONSHIPS
Everyone who works in the Hospitality and Catering industry is part of a team.
You need to co-operate with others, understand their work and the pressures they are under.
By working together you can give the customers better service and satisfy your employer.

24. PURPOSE OF EFFECTIVE WORKING RELATIONSHIPS
To be able to discuss work matters and share information with others.
To be supportive and be part of an efficient team by sharing the work load
To co-operate and share special skills and experience.
To be committed to work within agreed time-scales.

25. DEVELOPING WORKING RELATIONSHIPS
Results in job satisfaction and creates a good atmosphere to work in
Ensures standards will not suffer
Encourages members of staff to support each other
Prevents an adverse effect on the level of service
Ensures all staff work together for the benefit of all

26. ESTABLISHING AND MAINTAINING WORKING RELATIONSHIPS
Helps prevent difficulties between members of staff, which can result in disagreement and conflict
Regular team meetings and discussions should take place to resolve difficulties because of problems e.g. personality clashes, bad tempers or someone not pulling their weight etc.

27. Problems or situations should be reported immediately and dealt with as soon as possible
Confidential information should be dealt with discretely and according to establishment procedures

28. Health and safety
Q 1. Why is it important to keep your work area clean and tidy?
To maintain a safe and healthy environment
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29. Teamwork
Q 2. Draw a chart which shows the people who make up your team.
Please refer to the diagram in your training pack
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30. Page 10 of 19

31. Teamwork Q 3. Why is good teamwork work important?
to promote a good working atmosphere
happy staff provide good service
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32. Teamwork
Q 4. How is your team important to the organisation as a whole?
Pleasant/happy working environment.
Work tasks are completed promptly.
Work tasks are completed to a high standard.
To present a professional and positive image to customers.
To develop and maintain good working relationships.
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33. Teamwork Q 5. What are the responsibilities of your team?
to carry out duties according to duty rota
to provide a pleasant and efficient service
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34. Teamwork
Q 6. Why is it important to do your work within the time that you have been asked to, and in a way that meets the requirements?
To ensure efficient customer service
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35. Teamwork
Q 7. List three ways you can keep up good relationships with other team members.
i) Treat colleagues with respect.
ii) Offer assistance when able to.
Work in co-operation with others.
Follow instructions accurately.
Complete own work tasks on time.
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36. Teamwork Q 8. Why is it important to understand instructions?
To be able to complete work tasks on time and to a high standards.
To maintain good working relationships.
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37. Teamwork
Q 9. Why is it important to ask questions if there are things that you do not understand?
To prevent errors.
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38. Teamwork Q 10. Who should you ask for help? Manager Supervisor
Appropriate colleague.
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39. Teamwork Q 11. Why is it important to ask for help when you need it?
So you can complete the given tasks on time
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40. Teamwork
Q 12.
Give two examples of information that must be passed onto a member of your team. State why this information should be passed on as soon as possible.
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41. Information to be passed on
State why this information should be passed on as soon as possible
A change
to a booking
To maintain efficiency and high customer service
ii) Additional task
To complete work tasks on time.

42. Teamwork
Q 13. Why is it important to get feedback from other team members?
To understand strengths and weaknesses.
To develop positive relationships with colleagues.
To improve personal performance
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43. Teamwork Q 14. How would you get feedback from the following people?
Your line manager
Appraisals.
Other members of your team
Team meetings.
On-going mentoring/coaching.
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44. Teamwork
Q 15.
State two ways you could make the best of your time and things that may stop you from doing this.
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45. Ways you could make the best of your time
Describe a situation that may stop you from doing this
i) Plan and prioritise your time
Poor timekeeping
i) Work clean and tidy
Not clearing as you go

46. Teamwork Q 16. Why is it important to help team members in their work?
Build a positive relationship with colleagues
To present a professional and positive image to customers
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47. Teamwork
Q 17. Give two examples of behaviour that would stop a team from working well together
i) Work tasks not completed.
ii) The team not working together
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48. Teamwork
Q 18. Give two examples of behaviour that would help a team to work well together
Respectfulness.
Politeness.
Helpfulness.
Friendliness.
Cooperativeness.
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49. Teamwork
Q 19. Give an example of when you can help other members of your team
When personal work tasks have been completed, but other staff members are still working.
When requested to do so by a manager or supervisor.
When extra job tasks are applicable to your skills
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50. Teamwork
Q 20. Give an example of when you cannot help other members of your team
If your own work is not completed
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51. Product knowledge
Q 21. What equipment and materials do you need to do your job?
P P E - Personal Protective Equipment
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52. Product knowledge
Q 22. Why should you keep your equipment and materials organised?
To be able to complete work tasks on time and to a high standard.
To demonstrate a positive and professional image to customers.
To prevent excessive time clearing and tidying the work area.
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53. Product knowledge
Q 23. State two areas of your work where there could be a lot of waste.
i) Food preparation
ii) Coffee machine
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54. Product knowledge
Q 24. Why is it important to keep waste to a minimum?
Increase profitability
Maintain value for money and service for the customer
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55. Product knowledge
Q 25. Why is it important to improve your own knowledge and skills to help the work of the team?
To improve your efficiency as a team member
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56. Communication
Q 26.
Complete the table below by giving an example of when you would use each different method of communication with your team members, and how you would do so clearly.
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57. Example of when you might use this method
Describe how you should use this method effectively i)
Face to face
Team briefing
Speak clearly
Listen to what the other person is saying
ii)
Telephone
Taking a booking
Write details down and repeat back to caller
iii)
In writing
Taking a food order
Write clearly, accurately and legibly

58. Communication Q 27. Why is it important to communicate clearly?
To prevent errors.
So that the communication is understood.
The information is accurate.
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59. Unexpected situation
Q 28. Why should you report any problems with working relationships to your manager?
So the problem can be immediately dealt with.
To resolve conflicts.
To prevent escalation of problems.
To maintain team morale.
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60. Learning & Development
Q 29. State two areas of your work that could be improved.
i) Students own answer
ii) Students own answer
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61. Learning & Development
Q 30. How could a learning plan help to deal with the areas of your work that could be improved?
It would focus on individual tasks that can be attained
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62. Learning & Development
Q 31. What type of activities help you to learn best?
Students own answer
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63. Learning & Development
Q 32. Why is it important to review your learning plan regularly?
To identify progress and achievements against targets.
To keep them up to date and appropriate.
To allow for continued development.
To identify area that needs specific training.
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