2.8. Practical Exercises
Scenario 1: Conflict Resolution in the Kitchen
Situation: Imagine you are a restaurant manager facing an intense argument between two-line cooks during a busy dinner service. Both cooks blame each other for a recent order mix-up that has frustrated customers.
Questions:
- What factors would you consider to determine the root cause of the problem? (e.g., communication breakdown, unclear instructions, understaffing)
- Who else in the kitchen staff might offer valuable insights? (e.g., shift lead, chef de cuisine)
- How would you approach the arguing cooks to de-escalate the situation and gather information?
- What strategies could you implement to prevent similar conflicts in the future? (e.g., improved communication protocols, teamwork training)
Scenario 2: Implementing a New Menu
Situation: As the Restaurant Manager, you are tasked with launching a new seasonal menu. The executive chef has created innovative dishes, but some kitchen staff are resistant to the changes, fearing the new dishes will be too challenging to prepare.
Questions:
- How do you address the staff’s concerns and motivate them to embrace the new menu?
- What steps do you take to ensure the successful implementation of the new menu?
- Which leadership style do you use to handle this situation and why?
Scenario 3: Addressing Customer Complaints
Situation: You are the Front-of-House (FOH) Supervisor. A group of customers is unhappy with their dining experience, complaining about slow service and cold food. They demand to speak to a manager.
Questions:
- How do you handle the customer complaints to ensure their concerns are addressed promptly and effectively?
- What communication skills do you use to manage this situation?
- What follow-up actions do you take to prevent similar issues in the future?
Scenario 4: Strategic Decision-Making
Situation: As the Executive Chef, you notice that the restaurant’s signature dish is not as popular as it used to be. Sales are declining, and customer feedback suggests the dish is outdated. You need to make a decision on whether to revamp the dish or replace it with a new one.
Questions:
- How do you gather the necessary information to make an informed decision?
- What factors do you consider when deciding whether to update or replace the dish?
- What steps do you take to implement your decision and ensure it is well-received by customers and staff?
