Instructional Goal: FRG Managers will handle difficult staff interactions with professionalism,

empathy and tact.

Module 1 Introduction

Essential Soft Skills

Why are they
important?

Connections

What are they?

Objectives

Extension

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Personal Resolve Service Learn Basic

Tardiness Emergency Staff Error needs of
Conflicts the staff

Graphics- Quote related to importance of a good manager.

Narration- Explanation of slide (closed caption).

Employees don’t leave jobs they leave bosses. Being approachable and a good listener is so important to
our goal of employee retention. Provide a safe environment for the staff. Sharpen your sword and
develop your soft skills.

Resources- Jillian’s pinterest board.

Notes

http://quotepixel.com/picture/motivational/bob_nelson/an_employees_motivation_is_a_direct_result
 Essential Soft Skills
Why are they Soft Skills Hard Skills
important?

What are they?

Connections

Objectives

Extension

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Personal Resolve Service Learn Basic

Tardiness Emergency Staff Error needs of the
Conflicts staff

Graphics- Soft Skills listed on one side with small graphic or icon representing the skill and hard skills
listed on the other side.

Narration- Explanation of slide (closed caption)

Soft skills are interpersonal skills, personality traits or habits. Some well-known categories of soft skills
are: Respect, Active listening, Reliability, Participating, Communicating, Solving Problems. It is important
to note the difference between softs skills and hard skills. Hard skills are the knowledge you possess
such as: admin, writing, spreadsheets, menu knowledge, cooking techniques. Both are valuable but this
activity focuses on the value of soft skills.

Resources- HR power point

https://www.indeed.com/career-advice/resumes-cover-letters/soft-skills

Notes
 Essential Soft Skills
Why are they Constitution Tree Guiding Principles
important? Graphic inserted here
Respect
What are they?
Understanding

Connections

Objectives
Promises to OUR Team

Extension
Safe Environment

Closed Caption Space

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Active Listening

Empathy

Introduction Employee Call Out Personal Resolve Service Error Learn Basic
Tardiness Emergency Staff needs of
Conflicts the staff

Graphics- Excerpt from, “The Farm Constitution”

Narration- Explanation of slide (closed caption).

We can directly relate the importance of soft skills to the “Farm Constitution”. From the Seven Guiding
Principles the first two principles of Respect and Understanding directly apply to skills you will practice
when you interact with employees.

As we move up the tree, we find the first promise to our team, “Safe Environment”. In order to provide
a safe environment for employees soft skills are very important.

Click on each word to read the full description:

Text: RESPECT. Placing a high value on the rights, the worth, and the self-esteem of the individual... and
the team. Treating each person as an individual. Letting others know that who they are is important to
us, and that we believe in them. Listening to people and preserving their dignity. Knowing that the
successes of each individual contribute to the successes of the team.
UNDERSTANDING. Being open-minded. Accepting another person’s perspective without requiring that it
agree with our own. Being objective and doing things for the right reasons. Letting people know,
through words and actions, what is important to them has been clearly and completely heard by us.

SAFE ENVIRONMENT. A place where learning, growth, and the right to contribute and be successful are
there for everyone. Fearless freedom to explore and take action on your thoughts and instincts within
the guidelines of our principles. A place where you can ask for and speak the truth. Growing when a
mistake is discovered and using it to find learning and growth.

Resources- The Farm Constitution

Notes
 Essential Soft Skills
Why are they Objective: Given a difficult situation with an employee FRG managers will
important? demonstrate professionalism empathy and tact.
What are they?

Connections

Objectives

Extension

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Personal Resolve Service Learn Basic

Tardiness Emergency Staff Error needs of the
Conflicts staff

Graphics-

Objectives

Narration- Explanation of slide and directions (closed caption)

The objective for this lesson is given a difficult situation with an employee that you will demonstrate
professionalism, empathy and tact. You will be taken through scenarios that you may encounter with
employees daily and the opportunity to reflect, practice and apply soft skills.

Resources- HR power point

Notes
 Essential Soft Skills
Why are they
important? “The person who
feels heard and
respected will
Respecting Others
Connections always do more
than you expect or
ask for”

What are they?

Objectives Solving Problems Active Listening

Extension

Demonstrating
Communicating
Active Listening Reliability

Participating

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Personal Resolve Service Learn Basic

Tardiness Emergency Staff Error needs of the
Conflicts staff

Graphics- Scenarios listed on one side and soft skills on the other

Narration- Explanation of slide and directions (closed caption)

Which soft skill is your supper power? Pick one and describe why in a few sentences. You can write this
down and or share with your partner.

Resources- HR power point

Notes
 Essential Soft Skills
Active Listening We have two ears and one mouth, so we may listen more and
talk less. – Epictetus
Self Evaluation

Extension

Develop the capacity to listen not just to hear.

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Personal Resolve Service Learn Basic

Tardiness Emergency Staff Error needs of the
Conflicts staff

Graphics- Image to represent active listening

Narration- Explanation of Active Listening (closed captions)

Active listening is a practice. Listen with the intent to learn something not just to respond. A good
strategy for actively listening to an employee is to write down what they are saying. Body language is
important. Crossed arms or turning away from someone can mean that you are closed off.

Resources-

https://www.dansimonssays.com/post/develop-the-capacity-to-listen-not-just-hear

https://www.yourthoughtpartner.com/blog/bid/73770/the-8-steps-to-active-listening

https://www.hrmorning.com/articles/improve-employee-retention/
 Essential Soft Skills
Active Listening

We have two ears and one mouth, so we may listen more and
Self Evaluation talk less. – Epictetus

Develop the capacity to listen not just to hear.

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Personal Resolve Service Learn Basic

Tardiness Emergency Staff Error needs of the
Conflicts staff

Graphics- Image to represent active listening

Narration- Evaluate your active listening skills.

You may need to give yourself a little bit of self-evaluation. Even if you think you already know what kind
of listener you are, see if you can pay attention to your own behavior in conversation over the next day
or two. Are you actually listening to what is being said? Or are you one of the interrupters out there, in
actual spoken words and/or thoughts? Are you one of the multi-tasking conversationalists?
When you are talking to a friend, family member, or colleague, are you planning what you are going to
say next? Are you lost in your own thoughts, crafting your own narrative? Are you hearing, but not truly
listening to what is being said?
If so, here’s my advice for getting started on the path to listening, rather than hearing:
1. Practice just listening. Without planning what you are going to say next. Just listen to what is being said.
Notice where your brain wants to go, and if it is hard to give what the person is saying your full,
undivided attention.
2. Don’t interrupt.
3. Allow a pause after someone says something and use that time to formulate your response. *Note: If
you are conversing with a real talker, one of those people who just fill all time with spoken words, this
can be tricky, because they may never stop talking long enough to allow a pause to reflect on what you
are going to say.
4. Slow all of your conversations down. Just a tad (or maybe more if you know they need it).
5. Model this good listening behavior across your life.

Resources- https://www.dansimonssays.com/post/develop-the-capacity-to-listen-not-just-hear

Notes: The excerpt above is directly from Dan’s Blog. He will be the one narrating this page.
 Essential Soft Skills
Employee is Late to Work

IMAGE OF EMPLOYEE LATE TO WORK

Scenario

Activity

Possible Answers Objective: Given an employee that is late for work seek to understand the
reason for tardiness demonstrating respect, and active listening;
communicate with the employee to help them build better habits while
following FRG policy.

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Personal Resolve Service Learn Basic

Tardiness Emergency Staff Error needs of the
Conflicts staff

Graphics- Represents scenario of employee that is late for work.

Narration- Describe scenario where employee is late to work.

Sarah arrives to work 10 minutes late for the third time in two weeks. She doesn’t seem remorseful at
all. In fact, she isn’t as energetic as she has been in the past.

Notes:

Objective: Given an employee that is late for work seek to understand the reason for tardiness
demonstrating respect, and active listening; communicate with the employee to help them build
better habits while following FRG policy.
 Essential Soft Skills
Sarah arrives to work 10 minutes late for the third time in two weeks. She
doesn’t seem remorseful at all. In fact, she isn’t as energetic as she has been
in the past.

Scenario IMAGE OF MANAGER SPEAKING WITH EMPLOYEE IN A QUIET PLACE

You Pull her aside to a place that is private and confidential. Ask her to help
Activity you understand why she was late. Listen to what she has to say

Possible Answers
Sarah says that her metro train was running behind and that’s why she was
late.

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Learn Basic Resolve Service Personal

Tardiness needs of Staff Error Emergency
staff Conflicts

Graphics- Represents scenario of employee that is late for work.

Narration- Read directions. (Closed caption)

You Pull her aside to a place that is private and confidential. Ask her to help you understand why she
was late. Listen to what she has to say

Sarah says that her metro train was running behind and that’s why she was late.

Write down or tell your partner what you would do next in this situation.

Notes

Objective: Given an employee that is late for work seek to understand the reason for tardiness
demonstrating respect, and active listening; communicate with the employee to help them build better
habits while following FRG policy.
 Essential Soft Skills
Active Listening  Listen
 Offer suggestions
Self Evaluation  Empathize

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Learns Resolve Service Personal

Tardiness Basic needs Staff Error Emergency
of the staff Conflicts

Graphics- Represents scenario of employee that is late for work.

Narration- Explanation of approach for scenario (Closed caption).

Explain that those three instances we consider excessive and not excusable. Offer some suggestions for
how she can manage her time with the train. If you often experience 10-15 minute delays you will still
have time. We are going to document her tardiness.

Empathize with her challenges with the metro. If she is otherwise a good employee let her know the
other areas where she is successful. We want to help her be successful and are looking forward to
seeing an improvement and her being on time.

What have you learned? How will you apply it in your daily work? Write down your reflection or share
with a partner.
 Module 3 Employee Call out

When an employee calls out for a shift seek to understand the reason for the call out,
practice active listening and clearly communicate next steps to the employee while
following FRG policy.

Essential Soft Skills

Active Listening Tim texts the house phone 45 minutes before his Friday night shift to say that
he is sick and will not be able to make his shift.
Self Evaluation

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Learns the Resolve Service Personal

Tardiness basic needs Staff Error Emergency
of the staff Conflicts

Graphics- Represents scenario of employee that is late for work.

Narration- Read text on page.

 Module 3 Employee Call out

When an employee calls out for a shift seek to understand the reason for the call out,
practice active listening and clearly communicate next steps to the employee while
following FRG policy.

Essential Soft Skills

Active Listening Tim texts the house phone 45 minutes before his Friday night shift to say that
he is sick and will not be able to make his shift.
Self Evaluation Manager- How do you handle the situation today? What is the follow up?

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Learns the Resolve Service Personal

Tardiness basic needs Staff Error Emergency
of the staff Conflicts

Graphics- Represents scenario of employee that is late for work.

Narration- Read text on page.

Manager- How do you handle the situation today? What is the follow up?

Write down your answer and or discuss with your partner.

 Module 3 Employee Call out

When an employee calls out for a shift seek to understand the reason for the call out,
practice active listening and clearly communicate next steps to the employee while
following FRG policy.

Essential Soft Skills

Active Listening Tim texts the house phone 45 minutes before his Friday night shift to say that
he is sick and will not be able to make his shift.
Self Evaluation Manager- How do you handle the situation today? What is the follow up?

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Learns the Resolve Service Personal

Tardiness basic needs Staff Error Emergency
of the staff Conflicts

Graphics-

Narration-

I’m so sorry you are not feeling well. I wish you would have given me more notice because it will be hard
to get your shift covered. If you are still not feeling well tomorrow can you please contact the restaurant
by noon so we can plan to cover 4pm shift?

Follow up, ask for more information and seek to understand why we only got 45 minutes notice and it’s
not enough time.

What do you think of the possible answer? Write your reflection or discuss with your partner.
 Module 4

Given an employee schedule request that you can’t meet communicate why the request
can’t be met while demonstrating active listening and empathy.

Essential Soft Skills

Active Listening

Self Evaluation

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introductio Employe Call Out Learns the Resolve Staff Service Personal
n e basic needs Conflicts Error Emergency
Tardiness of the staff

Graphics-

Narration- Jon presents his new Dream Schedule to you and it has him being off on Sunday. It is
company policy that Sunday availability is a must.

Resources- Image from Bing.com

https://www.bing.com/images/search?q=restaurant%20manager%20and%20waiter&qs=n&form=QBIR
&sp=-1&pq=restaurant%20manager%20and%20wait&sc=8-
27&sk=&cvid=23B73ED821D142B69E6A60506C3767E3
 Module 4

Given an employee schedule request that you can’t meet communicate why the request
can’t be met while demonstrating active listening and empathy.

Essential Soft Skills

Active Listening

Self Evaluation

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introductio Employe Call Out Learns the Resolve Staff Service Personal
n e basic needs Conflicts Error Emergency
Tardiness of the staff

Graphics-

Narration-

Jon has requested to be off on Sundays so that he can spend time with his family and go to church.

What would you do in the scenario with Jon to demonstrate active listening? Respect? Empathy?
 Module 4

Given an employee schedule request that you can’t meet communicate why the request
can’t be met while demonstrating active listening and empathy.

Essential Soft Skills

Active Listening

Self Evaluation

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Learns the Resolve Service Personal

Tardiness basic Staff Error Emergency
needs of Conflicts
the staff

Graphics-

Narration-

Wow I understand family and religion are very important. Maybe I should have you talk to Dawn so you
can understand

I see in your new schedule you’d like to have Sundays off. As you know from the hiring process, we need
to be available Sundays. I can do my best to give you off every 4 weeks.
 Module 5

Given a conflict between staff members seek to understand conflict demonstrating active
listening and communicate a plan to resolve the conflict while following FRG policy.

Essential Soft Skills

Empathy

Self Evaluation

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Learns the Resolve Service Personal

Tardiness basic needs Staff Error Emergency
of the staff Conflicts

Graphics-

Narration- Explanation of the definition of empathy and how it can be applied to daily work.
 Essential Soft Skills
Empathy

Self Evaluation

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Learns the Resolve Service Personal

Tardiness basic needs Staff Error Emergency
of the staff Conflicts

Graphics-

Narration- Explanation to evaluate how you show empathy.

Write down your reflection or discuss with partner.

Resources: Image https://blog.heartmanity.com/the-three-kinds-of-empathy-emotional-cognitive-

compassionate
 Essential Soft Skills
Empathy

Self Evaluation

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introductio Employe Call Out Learns the Resolve Staff Service Personal
n e basic needs Conflicts Error Emergency
Tardiness of the staff

Graphics-

Narration-

A server comes to you frustrated because they feel like whenever Jon is the closer he purposefully
delays checking them out and then is extra hard on the details of their section and their side work.
 Essential Soft Skills
Empathy

Self Evaluation

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introductio Employe Call Out Learns the Resolve Staff Service Personal
n e basic needs Conflicts Error Emergency
Tardiness of the staff

Graphics-

Narration-

You ask, “Can you give me some details?”

Listen.

Take notes

Jon and I used to be friends we used to always go out for drinks after work and I blew him off.
Another time he asked me out and I said no. Ever since then I feel like he’s a jerk to me.

How would you handle this situation further? Write down your thoughts or share with a partner.
 Essential Soft Skills
Empathy

Self Evaluation

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introductio Employe Call Out Learns the Resolve Staff Service Personal
n e basic needs Conflicts Error Emergency
Tardiness of the staff

Graphics-

Narration-

Sit down in a private and confidential place.

Just let them talk and take notes.

When you get to the end. I’m not sure that I can completely resolve this tonight; however, your
feedback is extremely important. I’m going to check out your side work and get you out of here on time.
I’m going to talk to our managing partner and before you work your next shift with Jon we will get back
with you and address how we think we can resolve this issue.

What do you think of this resolution? Write down your conclusions or discuss with a partner.
 Module 6

Given a guest recovery due to service error coach the employee demonstrating respect and
active listening to resolve cause of error for the future.

Essential Soft Skills

Empathy

Self Evaluation

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Learns the Resolve Service Personal

Tardiness basic needs Staff Error Emergency
of the staff Conflicts

Graphics-

Narration- The guests at 101 receive a fried shrimp entrée instead of shrimp and grits.
 Essential Soft Skills
Empathy

Self Evaluation

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Learns the Resolve Service Personal

Tardiness basic needs Staff Error Emergency
of the staff Conflicts

Graphics-

Narration- How would you approach this server demonstrating respect and active listening to coach
them through this mistake so that it does not happen in the future?

Write down your reflection or discuss with a partner.

 Essential Soft Skills
Empathy

Self Evaluation

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Learns the Resolve Service Personal

Tardiness basic needs Staff Error Emergency
of the staff Conflicts

Graphics-

Narration-

Talk me through how we ended up with this mistake on this table.

Best practices for how they can avoid making that mistake.

Did you write down your order? Can you show it to me? Do you still have it?

It’s a common mistake, you to be very careful when you write an order down that you are specific.
Shrimp or shrimp and grits.
 Module 7

When an employee communicates a personal emergency demonstrate active listening and

empathy while following FRG policy.

Essential Soft Skills

Empathy IMAGE of someone that is upset

Self Evaluation

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Learns the Resolve Service Personal

Tardiness basic needs Staff Error Emergency
of the staff Conflicts

Graphics- IMAGE of someone that is upset

Narration-

A server calls you she is upset on the phone and has a hard time making her words clear. She states that
she has a personal emergency and can’t get it together to come to work.
 Essential Soft Skills
Empathy IMAGE of someone that is upset

Self Evaluation

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Learns the Resolve Service Personal

Tardiness basic needs Staff Error Emergency
of the staff Conflicts

Graphics- IMAGE of someone that is upset

Narration-

How would you handle this scenario in the moment? Write down or discuss with your partner what you
would say over the phone.

How would you follow up with the employee? Write down or discuss with your partner what you would
do when they return to work.
 Essential Soft Skills
Empathy IMAGE of someone that is upset

Self Evaluation

Scenario

Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Learns the Resolve Service Personal

Tardiness basic needs Staff Error Emergency
of the staff Conflicts

Graphics- IMAGE of someone that is upset

Narration-

I’m so sorry that you are going through a difficult time I wish you could have given me more notice but
it’s clear that you are can’t make it into work. You are scheduled tomorrow at 4pm. If you aren’t going to
be able to work that shift we need at least 4-6 hours, notice so that we can try and cover it.

I’m happy to see you back at work. Is there something going on that you’d like to talk about. They will
either share or not.

You’ve got to find a way to show genuine care and concern.

Listen, don’t form an opinion before they say whatever they are going to tell.

Encourage them as they go through this difficult time that we always need sufficient notice if they are
unable to work.

Empathetic

Employee assistance hotline number

Encourage them to let us know if they need more time.

Gently remind them that the more notice they can give us when they cannot work a scheduled shift the
better.
 Essential Soft Skills
Empathy

Self Evaluation

Scenario THE END.

What’s next?
Activity

Possible Answers

Closed Caption Space

Navigation Menu

Active Listening

Empathy

Introduction Employee Call Out Learns the Resolve Service Personal

Tardiness basic needs Staff Error Emergency
of the staff Conflicts

Graphics- THE END

Narration- Please review your notes and bring to the manager meeting to discuss questions, answers
and what’s next!