McDonald's Virtual Work Experience Workbook, Lecture notes of Communication

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McDonald's Virtual

Work Experience Workbook

1 Introduction

2 What to expect

3 The 5 key employability skills

4 Communication skills

5 Teamwork skills

6 Problem-solving skills

7 Self-management skills

8 Self-belief skills

9 Interviewing skills

10 Why McDonald's?

11 Roles at McDonald's

12 What next?

13 Final reflections

Contents

Use this workbook together with the McDonald's Work Experience videos. Download this workbook so you can save your answers as you go! It can take about one hour to watch the videos and complete the workbook activities, but this is only a guide. Each section has a video introduction. Watch the video first, then answer the matching workbook questions that explore what you watched in the video. Some questions will ask you to reflect on a topic. Others will ask you to give your opinion on a scenario. What to expect Watch the video Activity duration guide Write in your answer Reflect on the scenario or your next steps Look out for these symbols in your workbook. They will help you understand what you need to do. 2

Work experience is an opportunity to learn new skills, so taking some time to think about what you hope to learn from the experience is important. Write down two things you hope to learn during your work experience. Examples of what you might want to learn or improve could include learning how to work well in a team, improve your communication skills or interact more confidently with people and/or customers.

I hope to... I hope to...

5 mins Set your own targets

5 mins Grade your confidence in your employability skills 5 - High confidence Communication Teamwork Problem-solving Self-management Self-belief 1 - Low confidence At McDonald’s, we look for these five skills but we also look to help individuals develop these skills too. The skills you develop here will help you now and in the future - no matter which industry you want to work in. Please grade how confident you feel in the following employability skills by putting a cross in the relevant box. Completing the Youth Employment UK module provides further information on these skills. 2 3 4 This will help you think about the skills you have and the skills you need to work on.

Listening is a big part of how you communicate. Improving your listening skills can boost your relationships at work and home. Often, we don’t properly listen to others in conversation. We just think about what we plan to say next. Instead, we can use that time to really listen to others. This is called active listening. Most of us know how to communicate, but not everyone is immediately good at communication. However, you can grow your communication skills over time. Employability skills

1. Communication Have you watched the Communication section of the Employability Skills video?

What could you do to engage with him? What do you think he is feeling? Listening to the words being spoken is important but non-verbal communication is also important. Non-verbal communication is often referred to as body language. It includes things like hand and body movements, tone and pitch of voice and facial expressions. You can tell a lot about how someone is feeling by paying close attention to their body language. Use the following McDonald's customer scenarios to help you spot non-verbal communication. 10 mins Non-verbal communication Scenario 1 You see a dad sat at an empty table trying to read the menu board but he keeps looking away at what his two young children are doing. He is running his hand through his hair, frowning. He has to pick up one of his children whilst holding the other’s hand.

A woman quickly walks into the restaurant looking at her watch. She is carrying a mobile phone and a charger and appears to be looking around at the seating area. What could you do to engage with her? What do you think she is feeling? Scenario 2

In McDonald’s, teamwork is a really important skill as there are many teams that need to work together to ensure our customers receive a great experience. Teamwork can mean working well with your own team and also with other teams who all have the same goal to help the organisation be the best it can be. A great example of teamwork is our Drive Thru Team. This team is made up of team members who all work together to put our Drive Thru customers’ orders together and ensure the Drive Thru runs smoothly. Drive Thru team members work as a team to take orders and money at the order window, cook and prepare the food and drinks, pack the orders, and present the orders to the customers. Employability skills

2. Teamwork Have you watched the Teamwork section of the Employability Skills video?

What behaviours are important for a team to work effectively? What are the benefits of working in a team? 5 mins Reflect on teamwork Think about a time when you worked in a team to achieve a mutual goal. Write a brief description here.

At McDonald’s, we use the ABCD model to help us problem solve and prioritise. This helps us to prioritise problems and deal with the most important ones first. We prioritise in the following order, with 'A' being most important. A Any problem that impacts health and food safety B Any problem that impacts on employees or customers directly C Any problem that has a non-direct impact to employees or customer satisfaction The ABCD of solving problems D Any problem that impacts the general appearance or function of the restaurant

A large number of customers enter the restaurant at the same time and all start to queue for the tills. This has created a long line of customers waiting to be served. There are 4 ordering kiosks in the restaurant but no one has moved over to the kiosks to place their order. You also notice that someone has spilled a drink on the floor in the Dining Area. There are employees working in the Dining Area whose role is to ensure everything stays clean but none of them are visible or aware of the spill. At the same time, you notice one of the posters on the window is torn and hanging down – it looks really messy. What problems did you identify? 5 mins Scenario: Problem-solving Scenario Consider this scenario, then write your answers. In what order would you fix the problems and why? What actions could you take to fix the problems?

3 key self-management skills Initiative Taking initiative means being able to work without always being told what to do. Organisation Organisation is to do with being able to plan ahead to reduce potential issues before they happen. Accountability Being accountable for what you do means being responsible for results

• both good and bad. You won’t think of a failed project as someone else’s problem.

Every Tuesday morning, the restaurant receives a food delivery by lorry which includes frozen and chilled food. The delivery always arrives at 7am and takes two people one hour to put it away. It needs to be put away promptly to ensure the food doesn’t defrost. On this particular day, the delivery has not turned up on time. The restaurant is also quieter than normal as there are long queues of slow-moving traffic outside. The manager decides to send the two delivery people on their 45 minute break. 10 minutes after doing so he sees the delivery lorry approaching the restaurant but cannot find his delivery people who are on their break. He has to talk to the driver and ask him to wait 30 minutes for his delivery people to come back. The driver has other deliveries to make, and this will now make him even later and will impact the other restaurants on his delivery schedule. He apologises to the driver but tells him that there is nothing he can do about it. 5 mins Scenario: Self-management First, read through this scenario. Next, answer questions about it on the following page. Scenario