Module 1: Communication & Team Building

Being a leader is not about being in charge, it's about taking care of those in our charge.

Employee Engagement Characteristics

FOCUS:

Develop clear communication, active listening, and conflict-resolution skills essential in a café environment.

Respect and empathy are essential skills for leaders to develop.

THINGS TO REMEMBER WHILE TRAINING:

Learners need the opportunity to see, hear, and do each time new material is introduced. 

In general, learners remember: 

  • 10% of what they read

  • 30% of what they see

  • 80% of what they say

  • 20% of what they hear

  • 50% of what they see and hear

  • 90% of what they say as they act

Managing people is often considered the most challenging aspect of business. Learning how to communicate effectively with the people you manage is an ongoing process. However, a simple yet essential principle to remember before speaking is to ask yourself this:

“Is it true, necessary, and kind?

ACTIVITIES:

Role-play customer/staff scenarios and have group discussions on common café challenges.

RESOURCES:

Some conversations may be difficult, but necessary.
These strategies may be helpful, as outlined in the book “Crucial Conversations.” 

8 Strategies for Crucial Conversations

Company culture is intentional. Communication, trust, and respect are key to a happy workplace.

Continue to module 2