Student’s Manual

Intermediate

Module 1
National English for Work Program
El Salvador
 Gerencia Técnica
Edificio INSAFORP, final Calle Siemens,
Parque Industrial Santa Elena
Antiguo Cuscatlán
La Libertad
National English for Work Program Series
Student’s Manual El Salvador, Centro América
Intermediate Level PBX: 25227300
Module 1 Página web: www.insaforp.org.sv
 NATIONAL ENGLISH FOR WORK PROGRAM
EL SALVADOR

WELCOME!

To the learner :

Welcome to module one of the intermediate level . This set of worksheets will accompany you throughout
56 hours of instruction. From day 1 you will acquire the competencies that are necessary to communicate
successfully in your workplace. All activities are oriented to develop listening comprehension, speaking,
reading, writing, pronunciation, grammar and vocabulary skills.

You will also see some suggested websites for extended practice on your own in your free time.

Congratulations for being a participant of this course and for giving your best to become competent in the
English language!
 Contents

Map of the book 6

UNIT 1 The Restaurant Industry 9

UNIT 2 Procedures 17

UNIT 3 Monitoring Personnel 25

UNIT 4 Personnel Training 33

 Map of the book

UNIT COMPETENCIES VOCABULARY

The Restaurant Express what services and characteristics make Restaurants’ services,
Industry restaurants more appealing to customers e.g. styles of service, e.g.
Organize a basic restaurant menu that features delivery, take-out, buffet, etc.
appetizers, snacks, main course, desserts and drinks Menu options,e.g. appetizer,
options. entreé, main dish, dessert,
Describe an action plan to introduce a new item on side dishes, platters, etc.
a menu Promotional activities, e.g.
Provide suggestions about the promotional activities publicity stunts, sampling,
of a product/service birthday program, loyalty
offerings, etc.
Procedures Name a variety of procedures going on in different Procedures in a restaurant:
areas of a restaurant handwashing, tasting
Describe the steps of a procedure at the workplace method, purchasing,
Make suggestions about the relevance of topics in a receiving, service
procedure manual temperature, food thawing,
Design a basic checklist to evaluate a procedure. food storage, food cooling,
etc.
Descriptors about hygiene,
presentation, food handling
and a variety of procedures
in a restaurant.
Monitoring Personnel Interpret the information presented in a staff Vocabulary to name
schedule chart restaurant staff members,
Provide effective strategies to avoid overstaffing and e.g. servers, bartenders,
understaffing servers’ assistants, hosts, etc.
Provide tips to monitor personnel and improve Vocabulary to name
workplace elements in a staff schedule
Discuss advantages of employee surveillance chart, e.g. break, overtime,
programs in restaurants. shift, call in, etc.
Identify key information about the advantages of Terms related to
employee surveillance program in a reading passage surveillance, e.g. theft, wage,
behavior, reassure, etc.
Personnel Training Identify training opportunities for personnel Stages to plan a training
Create a basic training needs assessment instrument program, e.g. analyze the
Suggest the most appropriate training solution job, analyze the person’s
for personnel after weighing advantages and current skills and knowledge,
disadvantages of several solutions knowledge gaps, identify
Design a basic checklist to evaluate the effectiveness training solutions, evaluate
of staff training performance after training.
Training solutions, e.g.
in-house training, distance
learning, e-learning,
coaching, evening classes
induction, job shadowing,
networking/seminars
workshops, off-the-shelf, etc.

6
 Map of the book

GRAMMAR LISTENING READING WRITING

Comparative form of Videos: The steps of an action A review of your
adjectives A restaurant review plan to introduce a new favorite restaurant, its
Expressing suggestions Tips to be a great product in the menu
services and menu
with might and could restaurant manager
Organize a menu for a
Outrageous restaurant
fast food restaurant in
marketing ideas
your city
Creative marketing plans
for restaurants

Adverbs and transition Video: 10 tips to improve A descriptive paragraph

expressions to describe Service process design restaurant service of a process you have
sequence, e.g. first, Talking about your work
Handling Challenging to follow in your
after that, afterwards, schedule
Situations with a Cus- workplace
then, next, etc .and the Restaurant video training
associated punctuation Occupational Safety and tomer-Focused Mindset
subordinate and main
Health Administration:
clause
would be better to express Food handling and
strong advice/suggestion personal hygiene

Superlative form of Videos: Interpreting the A paragraph expressing

adjectives 6 Steps to Writing a information in a work a position in favor or
Perfect modals to express schedule
schedule to control labor against employee
regret or remorse about A passage about
cost surveillance at the
past actions surveillance technology
Monitoring online reviews workplace
Monitoring staff
Monitoring safety
procedures

Will (simple future) Video: The steps of a process A basic training needs
Will (simple future) vs Identifying training to identify training assessment checklist
present progressive (for assessment needs opportunities for A checklist to evaluate a
events that have been The TNA personnel training you received in
arranged) E-learning training your workplace
possibilities for your
restaurant
An excerpt about
training evaluation

7
8
 Unit 1 The Restaurant Industry
I will be able to... Let’s star t
1
express what services and characteristics make What is your favorite restaurant? What
makes this restaurant a special place?
restaurants more appealing to customers.
What is more popular in your city: take out
or delivery service?

Luigi has a pizza restaurant, but he wants to have more customers. Read the conversation.
2 Complete the statements below.
Luigi: Maybe, we need to add more pepperoni to the
pizza, so we get more customers. But cheese is
better than pepperoni.
Carla: Luigi, I think our restaurant is too small. The
restaurant next door is bigger than our pizzeria.
They have more beautiful decorations than this
place. We also need more room for more tables,
and we have to hire a person to make deliveries.
Luigi: No, no. The secret is in the sauce.
Carla: It’s not the cheese or sauce Luigi! We have to
offer table reservations for regular customers,
and we don’t receive take-out orders, so let’s
start with that.
Luigi: Yes, Carla, you are genius! Then, we will add
more cheese and more sauce. That will be the
new specialty of the house!

Pair work
3 Discuss the answers to the questions below.

1. Cheese is _________ ___________ pepperoni.

2. The restaurant next door is __________ _________ our pizzeria.
3. They have ______ ______ decorations ___________ this place

4 Match the restaurant industry words to their meanings.

Did you know all of them?

You can call a restaurant, order food and they take it to your
1. Specialty ( )
home.
2. Buffet ( ) To make a reservation at a restaurant.

3. Book a table ( ) A packaged meal that you can eat away from the restaurant.
Different dishes placed in a public area where people serve
4. Take-out ( )
themselves.
5. Delivery ( ) A dish that is extremely good in a particular restaurant

9
 Unit 1 Management

5 How to use comparative adjectives

Use the comparative form of adjectives to compare two people, things or animals.
Delivery service is better than take-out.

When the adjective has one or two syllables,make When the adjective has more than two syllables,
the comparative by adding –er to the end of the use more before the adjective and than after it.
adjective. Then, use than after the adjective.

The buffet restaurant on the corner is cheaper than Old restaurants are more beautiful than new
the one on main street. restaurants.
The waiters at the French Toast are faster than the Specialty dishes are more expensive than the rest
waiters at the Von Café. of the menu.

6 Complete the statements using the comparative form of the adjectives in parentheses.

1. Delivery is more convenient than take-out. (convenient)

2. Their beverages are _____________ ________ the ones from TarBox. (cheap)

3. French restaurants are ________ ____________ ________ fast food restaurants. (romantic)

4. The buffet at Ming Lee’s restaurant is ________ ____________ ________ Chan’s. (complete)

5. Their service is ________ ____________ ________ the restaurant’s we went to last week. (fast)

6. The ambiance in Javi’s Kitchen is ________ ____________ ________ the food they sell. (appealing)

Speaking
7
Brainstorm a list of other restaurant services
you have experienced.
Are they as popular as delivery or take-out?
Why do you think so?

Restaurant Review - Bistro Niko, French

https://www.youtube.com/watch?v=i3xTYP3itBE
How to be a Good Restaurant Manager
https://www.youtube.com/watch?v=LVFcSqB54m0

10
 Unit 1 The Restaurant Industry
I will be able to...

write a 10-line restaurant review applying appropriate punctuation with coordinating conjunctions.

Simple sentences with coordinating conjunctions : FANBOYS

An adjective clause is also called a relative clause.

FOR explains reason or purpose (just like “because”)

AND adds one thing to another
NOR presents an alternative negative idea to an already presented negative one
BUT shows contrast
OR presents an alternative or a choice
YET introduces a contrasting idea that follows the preceding idea logically
SO indicates effect, result or consequence

PUNCTUATION: sentence + , + FANBOYS + sentence.

8 Add the corresponding punctuation to the sentences below.

Check answers with a classmate.

1. I go to expensive restaurants for their service and dishes

are very good.
2. Restaurants need to offer specialty dishes and they have
to offer take-out in case you are in a hurry.
3. The delivery person arrived late so we got the food for
free.

Your Turn Share

9 10
Write a 10-line review of your favorite Share your review with your facilitator and
restaurant. What services do they offer? classmates.
What characteristics make this restaurant
good? Use comparative adjectives and
coordinating conjunctions.

Self-assessment

Now, I can express what services and characteristics make restaurants more appealing to customers...

c Independently c With occasional help c Only with help

11
 Unit 1 The Restaurant Industry
I will be able to... 1 Let’s star t

organize a basic restaurant menu that features What is your favorite starter?
appetizers, snacks, main course, desserts and drinks Have you ever eaten at an all-you-can-eat
restaurant? What was the menu like?
options.

2 Read the conversation about popular menu items.

Nancy: How well are the new menu items

doing?
Jennifer: The main fish-and-chips courses are
doing great, 99% of people like them.
Then, the new lemon cake line is
not doing very well, only 35% of our
customers liked it.
Nancy: Let me check the online polls for recent
products. Yes, just like you said. It seems
the new nacho snacks are doing great,
80% of customers liked them.
Jennifer: Probably, we only have to revise the
lemon cakes since not many people
reacted well.

Look at the graphic and the conversation.

3 Write the percentages next to the products.
Compare your answers with a partner.

The New Lemon Cake Line _____

The New Nacho Snacks _____
Fish-and-chips main course _____

Which of the three products has the highest

percentage of acceptance?

Go online: 10 Things to know about restaurant menus.

https://www.thebalance.com/about-restaurant-menus-2888577
The absurd psychology of restaurant menus
https://www.youtube.com/watch?v=QIdmYijWhWQ

12
 Unit 1 The Restaurant Industry
4 Building vocabulary

Thai chicken and rice, French onion soup, burger, cheese and tomato sandwich, lemon cake, grilled
fish and potatoes, green salad, English tea, pink lemonade, fruit salad and cream.

Starters Snacks Main courses Desserts Drinks

Potato soup Chicken sandwich German sausage Ice cream Irish cream coffee
and chips

Pair work

Add one of your favorite items to the categories above. In pairs, ask about the items in your classmate’s list.

Your Turn
5 • Work in groups and organize a menu for
a fast food restaurant in your city.
• The menu needs to have 5 categories:
appetizers, snacks, main course, desserts
and drinks.
• Ideally each category should feature 3 or
four items.

Share
6
Work in groups. Share your menus with other
classmates and vote for the one that sounds
more appealing.

Self-assessment

Now, I can organize a restaurant menu with appetizers, snacks, main course, desserts and drinks options...

c Independently c With occasional help c Only with help

13
 Unit 1 The Restaurant Industry
I will be able to... Let’s star t
1
describe an action plan to introduce a new item on a What would you do to introduce a new
menu. menu item? What do you think about giving
free samples of new products?
Read the following strategies to introduce a new menu item.
2 Check the box next to the strategies you would consider implementing.

c Provide free food samplings of your new products.

c Add new items to your website.
c Use social network sites to share the information about your new products.
c Advertise the products in the white space of the receipts.
c Give a promotional offer that includes the new items to customers after a recent visit.

3 A. These are examples of the steps in an action plan to introduce a new product to the menu.

A B C D E
What action Who will carry it When will it take What resources Communication
or change will out? place, and for are needed to (who should
happen? how long? carry out the know what?)
change?
B. Number the following steps of the action plan.

( ) The drink will be available during Valentine’s Day in a promotion that continues through February.

The chef created the recipe for the drink, the manager approved of it, and the advertising staff will
( )
be responsible to market the product.
Advertising board and staff will stay in communication to carry out the steps to complete the
( )
introduction of the drink.
The manager requested extra funding for this project. The drink is made with herbs that are somewhat
( )
rare, but they are not very expensive.
( ) A new drink is going to be introduced to the menu.

Your Turn Share

4 5
In pairs use the steps above as an example to write a basic Present your action plan to the
plan to introduce a new product to a fast food restaurant. class.
Define the strategies you will use in your action plan.

Self-assessment

Now, I can describe an action plan to introduce a new item on a menu...

c Independently c With occasional help c Only with help

14
 Unit 1 The Restaurant Industry
I will be able to... Let’s star t
1
provide suggestions about the promotional activities What is a promotional activity? How do you
of a product/service. create successful promotional activities for your
restaurant products?

2 Read Carla’s phone conversation with a friend from an advertising department.

Carla: Luigi is going to introduce a new kind of spicy

pizza to the menu. We worked in an action
plan, but we need to save costs and get
customers to try the new product.
Mr. How about promotional activities at the
Sanders: restaurant? You know, you could discount
the green pepper sticks that never sell. Then,
customers will get the green pepper sticks
and you hook them up with the spicy pizza.
Carla: I didn’t think of that. Sounds like a good idea.
Mr. You might want to have a promotional
Sanders: activity close to a big event like a concert or a
baseball game. You could offer a discount to
the people who bought a ticket for the event.
Carla: Oh, my! I will call you later. Luigi is outside
the restaurant giving free samples, but he
isn’t telling people the pizza is super spicy!

Pair work
3
Look at the conversation and complete the sentences.

1. You __________ discount the green pepper sticks that never sell.
2. You __________ want to have a promotional activity close to a big event like a concert or a baseball
game.
3. You __________ offer a discount to the people who bought a ticket for the event.

3 Outrageous restaurant marketing ideas you must try

https://www.youtube.com/watch?v=7ZUIZ5vipYc
Restaurant startup - Creative marketing plans for restaurants
https://www.youtube.com/watch?v=AfmQbsawXXg

15
 Unit 1 The Restaurant Industry
How to use might and could
4
Look at the examples in the box. Then complete the exercises below

Use could and might to make formal suggestions or requests.

Use could to make suggestions.
You could talk to your manager about bundling
products for the promotional event.
You could generate business in a community event.
Might is often used with want or like to add
politeness.
You might want to have a big promotional event
with a celebrity.
You might like to schedule a promotional event
along a holiday like Black Friday.

5 Complete the sentences using could or might. Compare your answers with a classmate.
1. We could drive a car covered in propaganda around the city.
2. The boss _______ want to start the event with a speech.
3. The sales team ______ try to bundle up the food with collectible mugs.
4. The manager _______ like to launch a new line of kids’ meals.
5. The event _______ be scheduled for Christmas to increase sales.
6. The store _______ want to use a loyalty offering for people who do business with us frequently.

6 Match these words to describe promotional strategies to their meaning.

a. Publicity stunts ( ) Personalized incentives

b. Bundling ( ) The promotion of a product by distributing samples of it.
c. Public relations ( ) Offering several products for sale as one combined product.
d. Loyalty offerings ( ) The professional maintenance of a favorable public image.
e. Sampling ( ) A planned event designed to attract the public's attention.

Your Turn Share

7 8
You are a new manager at a restaurant. The menu was Present your promotional
recently changed with better dishes, but there are still few suggestions to the class.
customers. Write five suggestions about the promotional
activities you can use to get more people to come to the
restaurant.

Self-assessment

Now, I can provide suggestions about the promotional activities of a product/service...

c Independently c With occasional help c Only with help

16
 Unit 2 Procedures
I will be able to... Let’s star t
1
name a variety of procedures going on in different Are procedures in a restaurant important?
Is a customer’s experience in a restaurant
areas of a restaurant.
affected by procedures?

2 Number the steps a waiter follows to take and serve an order.

c Take customers order c Serve the food

c Confirm the order c Greet the customer

c Seat the customer c Handle the food correctly

Building vocabulary
3 Use your dictionary and look for the meaning of the words below.

1 .Handle: ___________________________________________________________________________________________

2. Confirm: ___________________________________________________________________________________________

3. Payment: ___________________________________________________________________________________________

4. Greeting: ___________________________________________________________________________________________

5. Notify: _____________________________________________________________________________________________

Pair work
4
Which of the following are the most common issues with service you have experienced in a
restaurant? Do you think establishing a procedure could help reduce those issues? Why?
c The waiter gets you food you did not ask for.

c The food takes too long to be served after ordering it.

c The waiter is not polite.

c The dish you want to order is not available, but it appears listed in the menu.

c The dish in the menu differs from the actual dish the waiter brings to the table.

Noodles & Company-service process design

https://www.youtube.com/watch?v=2aygOeio0ws
10 tips to improve restaurant service
http://www.foodwoolf.com/2014/06/10-things-to-improve-service.html

17
 Unit 2 Procedures

5 Match the procedures to their descriptions.

a) Thawing food b) Handwashing c) Sanitizing d) Food storage e) Purchase f) Tasting method

Wash your hands and forearms with soap. Use a

brush to clean under your fingernails. Dry.

Take a sample of the food you want to taste on a

spoon. Put the sample on a second spoon away
from the cooking area and taste the product.

Buy packaged food only from licensed suppliers.

To let frozen food become warmer until it is ready

to cook.

Employees who receive and storage food organize

items in the correct place to avoid bacteria.

Equipment is washed, rinsed and disinfected after

each dish is prepared.

Your Turn
6
In pairs, choose two of the procedures you
follow everyday at your workplace.
Create a mini poster to present both
procedures to the class.

Share
7 Present your mini poster to two other pairs.

Self-assessment

Now, I can name a variety of procedures going on in different areas of a restaurant...

c Independently c With occasional help c Only with help

18
Unit 2 Procedures
I will be able to... Let’s star t
1
describe the steps of a procedure. What steps do you follow in your everyday
work? What happens when an employee doesn’t
follow procedures?

2 Read the following conversation about a new employee at a restaurant.

Javier: Sir, I forgot how to process a payment.

Manager Alright. First, you give the options to
Moore: pay in cash or credit card. After that,
take the payment and put it in the
register or you slide the card through
the card reader. Then, the register
prints the receipt and you give it back
to the customer. Finally, the customer
signs the receipt and you keep a copy.

Javier: Thank you Mr. Moore.

Pair work
3
Answer the following questions.
What steps does Manager Moore give Javier to process a payment?
What words does Manager Moore use to order the sequence of events?

Pair work
4
Do you ever meet difficult customers? Choose one of the situations below and list and describe five
steps that you could use to deal with that difficult customer. Then present your process to the class.

1. A customer is angry because he’s food was not delivered on time.

2. A customer is very aggressive to one of your employees.
3. A customer says he found a toothpick in his food and that he will not
pay for the food.
4. A customer is calling upset because he received the wrong delivery
order.
5. A group of customers are getting upset because the cashier is too
slow.
Handling Challenging Situations with a Customer-Focused Mindset
https://www.businessknowhow.com/manage/crmindset.htm
Talking about your work schedule
https://www.youtube.com/watch?v=M9Xisgruf94

19
 Unit 2 Procedures
How to use adverbs and transition expressions
5
Look at the examples in the box. Then complete the exercises below

Transition words are used to connect phrases or sentences. They express sequence and progress from one
idea to the next.
When these words are used at the beginning of a sentence, they are followed by a comma ( , ).
First – First, you have to give options to the customer.
After that – After that, you have to take the payment.
Or
Afterwards, you have to take the payment.
Then, the register prints the receipt and you give it back to the customer.
Finally, the customer signs the receipt and you keep a copy.

6 Look at the box above and complete the following paragraph. Add punctuation where necessary.

How to create an effective training manual

_________ you have to complete an analysis of the training needs of your employees, and choose the pro-

cesses you would like to improve in your company. _________ it is necessary to write the content and divide

it in modules or chapters. __________ you need to select a manual style and decide if extra digital content is

necessary. ___________ revise the manual and print it.

Your Turn
7
Write a ten-line paragraph where you
describe a process you have to follow in your
workplace.
Use transition expressions from the box.

Share
8 Share your paragraph with a classmate.

Self-assessment

Now, I can describe the steps of a procedure...

c Independently c With occasional help c Only with help

20
 Unit 2 Procedures

I will be able to... Let’s star t

1
make suggestions about the relevance of topics in a Is there a manual with procedures in
procedure manual. your workplace? Do you think this manual can be
improved?

2 Read the following conversation about a staff meeting.

Sara: We need to create the main steps to

include in the manual to train our staff.
What do you propose?
Walter: First, servers need to know the correct
way to present the menu.
Sonia: Wouldn’t it be better if chapter one
is about how servers should greet the
customers and after that how they need
to present the menu?
René: Actually, it would be better if we include
the servers’ dress code and appearance in
the first chapter.

Pair work
3
Read the contents in a server’s training manual. Organize the topics to create the index of the
manual on the right, then present your index to the class and explain the reasons for your choice.

Servers’ Training Manual Index

Setting a table
Decanting wine
Requesting a shift change
Following the schedule
Addressing kitchen personnel
Getting to know the menu
Dress code
Addressing customers
About tips and taxes
Prevention of accidents and safety

Server training manual

http://restaurantowner.com/public/server_training_manual_RestaurantOwner.pdf
Restaurant video training
https://www.youtube.com/watch?v=RuiSExp2s7M

21
 Unit 2 Procedures
4 How to use would be better

Would better is used to express a strong advice or suggestion.

Subject + would be better + infinitive

It would be better to let employees decide what Other expressions to provide suggestions
processes to change. or alternatives:
Would you prefer…?
It would be better to let a manager take care of the Wouldn’t it be better to…?
situation. It would be good if …

It would be good if we had a professional to

complete the manual.

5 Put the words in the correct order to make sentences and questions.

1. you prefer / to have / would / a different schedule

Would you prefer to have a different schedule
2. be / it / to revise / wouldn’t/ better / the manual before printing
_________________________________________________________________________________________?
3. we/ be good / it/ if / would / changed the dress code
_________________________________________________________________________________________.
4. to have / would be / it / a good idea / a training manual for chefs.
__________________________________________________________________________________________.
5. to let the manager/ better / it / wouldn’t/ be / decide
_________________________________________________________________________________________?

6 Your Turn
In pairs, exchange the index you created in
the previous page with a classmate.
Then give suggestions about how to improve
it using would be better or alternative
expressions.

Share
7 Explain the reason of your suggestions to
the class.

Self-assessment

Now, I can make suggestions about the relevance of topics in a procedure manual...

c Independently c With occasional help c Only with help

22
 Unit 2 Procedures
I will be able to... Let’s start
1
design a basic checklist to evaluate a procedure. Is there a quality department in your
workplace? Do they monitor and evaluate your
procedures?

2 Complete the satisfaction survey using the words in the box.

seated dishes dining taking server

1 2 3
Please indicate your level of agreement or disagreement with the 4
Strongly Disagree Agree Strongly
following statements. disagree agree

1. We were ______________ promptly

2. The _____________ was there to take our order quickly

3. The server was friendly and patient when _____________ our order
4. Our server coordinated the timing of the _____________ perfectly

5. The server was able to answer all our questions

6. Overall, the service was excellent

7. Considering everything, our __________experience was a good
value

3 Pair work

Are satisfaction surveys a good way to make sure

procedures are followed in the restaurant?
.................................................................................................................
................................................................................................................
Do you consider placing posters about procedures
in strategic places will help employees follow those
procedures?
.................................................................................................................
................................................................................................................

Food safety procedures and checklists

https://www.extension.iastate.edu/foodsafety/SOP-restaurant
Occupational Safety and Health Administration: Food handling and personal hygiene
https://www.youtube.com/watch?v=7rUldh32fHY

23
 Unit 2 Procedures
Building vocabulary
4 Use a dictionary to find the meaning of the words below.

1 . Dispenser: __________________________________________________________________________________________

2. Dirt: ________________________________________________________________________________________________

3. Designated: _________________________________________________________________________________________

4. Sink: ________________________________________________________________________________________________

5. Thoroughly: ________________________________________________________________________________________

5 A. Are procedure posters displayed in some areas in your workplace?

B. Look at the checklist below designed to verify the steps of a handwashing procedure.
Do you think the checklist is effective to evaluate the procedure? Why?

Policy: All chefs and servers will follow proper handwashing procedures

c Washes hands using soap from soap dispenser.

c Uses brush to remove dirt from under fingernails.
c Uses soap between fingers and on hands thoroughly.
c Washes hands in sinks from production area.
c Dries hands with a mechanical hot drier.

6 Your Turn
In pairs, use the evaluation checklist above
as a model to create one of your own
to evaluate a process you follow at your
workplace.

Share
7 Discuss your checklist with the class.

Self-assessment

Now, I can design a basic checklist to evaluate a procedure ...

c Independently c With occasional help c Only with help

24
 Unit 3 Monitoring Personnel
I will be able to... Let’s start
1
interpret the information presented in a staff What is your daily schedule like at work?
Who is in charge of organizing staff
schedule chart.
schedules in your company?

2 Take turns practicing this conversation with a classmate.

Ruben: OK. Let’s check your schedule for today,

Jenny.
Jenny: Alright
Ruben: You have to start covering for Gladys as
the hostess today from 9 to 11 a.m.
Then, you can go to lunch. You have to be
back at 1 p.m. so that you can serve for the
rest of the afternoon until 6 p.m.
Jenny: Will do, Ruben. Thanks for the reminder.

Building vocabulary
3
Match the names of the staff members to the right descriptions.

1. Executive chef 2. Server 3. Host(ess) 4. Kitchen Manager 5. Cashier

c The person handling payments in a restaurant.

c A person in charge of creating menus, managing kitchen staff, and food standards.

c A person who hires staff, purchases food, and makes sure everyone is trained.

c A waiter or waitress who attends customers with food and drink.

c A person who greets arriving guests, welcomes them into the restaurant and seats them.

Pair work
4 Discuss these questions with a partner
1. When does Jenny’s shift start?
.........................................................................................................................................
2. What is Jenny’s job in the restaurant?
.......................................................................................................................................
3. What does Jenny have to do from 1 p.m to 6 p.m?
........................................................................................................................................

Basic English vocabulary for restaurant

https://www.youtube.com/watch?v=_mw9-uk_QFk
Vocabulary free exercises
http://www.englishformyjob.com/ell_foodandbeverage.html

25
 Unit 3 Monitoring Personnel
Building vocabulary
5
Draw a line from the word to its correct definition.

Work A small period of time when a person can stop working to eat
schedule or rest.
When you work more than the regular working hours in a day
Break
or week.
To telephone your workplace to let them know that you are
Shift
going to be absent or late.
A chart that presents a list of employees, the days of the week
Overtime
and times of the day they are required to work.
Call in The time of the day when a person works.

6 Look at the schedule and answer the questions below

Tue Sept 5 Wed Sept 6 Thu Sept 7 Fri Sept 8 Sat Sept 9
Laura Kitchen manager Kitchen manager Kitchen manager Kitchen manager
12:00 pm-06:00 pm 12:00 pm-06:00 pm 12:00 pm-06:00 pm 12:00 pm-06:00 pm Day off
30 min break 30 min break 30 min break 30 min break
Tomas Dishwashing Dishwashing Dishwashing Dishwashing
12:00 pm-06:00 pm Day off 08:00 am-01:00 pm 12:00 pm-06:00 pm 12:00 pm-06:00 pm
30 min break 30 min break 30 min break 30 min break
Sofia Bartender Bartender Bartender
04:00 pm - 11:00 pm 04:00 pm - 11:00 pm 04:00 pm - 11:00 pm On vacation On vacation
30 min break 30 min break 30 min break
Carlos Training Server Server Server
08:00 am - 06:00 pm 08:00 am - 06:00 pm 08:00 am - 06:00 pm 08:00 am - 06:00 pm Day off
1 hour break 1 hour break 1 hour break 1 hour break

1. Who is in charge of purchasing food from Tuesdays to Fridays?

2. When is the dishwasher’s day off?
3. How long is Tomas’ break?
4. What is Sofia’s job in the restaurant? When is her vacation?
5. When is Carlos on training? What is his schedule on Fridays?

Your Turn Share

7 In pairs, use the model above to create a basic
8 Share your schedule with the class.
schedule for five employees at your company.
Self-assessment

Now, I can interpret the information presented in a staff schedule chart...

c Independently c With occasional help c Only with help

26
 Unit 3 Monitoring Personnel
I will be able to... Let’s start
1
provide effective strategies to avoid overstaffing and How difficult is it to organize staff schedules?
Are computers a good tool to create
understaffing.
effective schedules for employees?

2 Take turns practicing the model conversation.

Gilbert: Laura, how do you keep the schedule

organized? My staff is always
complaining.
Laura: I use an online service so that the staff
can see their schedules from their
phones.
Gilbert: That sounds like the most efficient way.
I bet it saves a lot of time.
Laura: Yes, it is the best way to keep your staff
organized and on time.

3 Pair work

1. How does your company organize schedules?

..................................................................................................................
2. In your opinion, what is most efficient way to avoid
overstaffing and understaffing?
..................................................................................................................

4 Pair work
Look at the conversation and answer the questions.

1. That sounds like _______ ___________ ____________ way.

2. It is __________ ____________ way to keep your staff organized and on time.

How to Handle Overstaffing and Understaffing

http://www.timeforge.com/site/blog/business-overstaffed-understaffed/
6 Steps to Writing a schedule to control labor cost
https://www.youtube.com/watch?v=x7_rpcKIjFU

27
 Unit 3 Monitoring Personnel
How to use superlative forms of adjectives
5
Look at the examples in the box.

Use the superlative form of adjectives to compare more than two persons or things in a group.
Jack is the fastest server. Kitchen managers have the best schedules.
That was the saddest moment in the shift.
The busiest hour is during lunch. I usually receive the worst tips.

The most interesting customers come to our

restaurant.
The superlative form for one-syllable adjectives is
made of the + adjective + est
Adjectives that are two or more syllables long, use
the + most + adjective for their superlative form.
Adjectives like good and bad are called irregular
adjectives because their superlative forms do not
follow the -est rule.

6 Underline the correct word or phrase.

1. The most important / the more important thing is to find a substitute for sick employees.
2. Don’t use the best / the goodest schedules as a reward.
3. Jane is the fastest / fastest waitress.
4. Delivery orders are the most popular / the more popular right now.
5. This restaurant has the prettiest / the most pretty decorations.
6. The kitchen manager works the longest / longest shifts.

Your Turn Share

7 Which of these strategies do you and your partner consider 8 Discuss your choices with the
effective to avoid overstaffing and understaffing? class.
1. Provide the schedule to your employees quickly.
2. Find a method to communicate quickly with employees.
3. Take working preferences into account.
4. Schedule having your employee’s strengths in mind.
5. Allow for changes in the schedule.
6. Prevent absenteeism using phone reminders.
Adapted from: https://getsling.com/blog/post/employee-scheduling/

Self-assessment

Now, I can provide effective strategies to avoid overstaffing and understaffing...

c Independently c With occasional help c Only with help

28
 Unit 3 Monitoring Personnel
I will be able to... Let’s start
1
give advice on tips to monitor personnel and How are employees monitored at your
company? What kind of documentation
improve workplace operations.
is used in your company to make sure
employees are doing a good job?

2 Take turns practicing the model conversation.

Kitchen Where’s Mario? He is late for his shift.

manager:
Mary: Mario? Goodness! I got a call that he is
very sick. I should have told you earlier.

Kitchen Don’t worry. He should have called me

manager: directly. If he had called to my phone, I
could have found a substitute by now.

Mary: I have time this afternoon. Let me cover

for him.

Pair work
3
Look at the conversation and complete the
statements .
1. I _______ ________ _______ you earlier.
2. He _______ _______ _______me directly.
3. If he had called to my phone, I _______ _______
_______ a substitute by now.

Pair work
4 Have you ever gotten a last-minute notice about a member of your staff not going to work?
How did you handle the situation? Did you get a substitute? Did you assume some of the
absent employee’s responsibility?

Monitoring online reviews

https://www.youtube.com/watch?v=leq3iCiczoM
Monitor food safety
https://www.youtube.com/watch?v=GpadLlVONXc
Monitor staff when you are not around
https://www.youtube.com/watch?v=0jR73kTsOnY

29
 Unit 3 Monitoring Personnel
How to use perfect modals
5
Look at the examples in the box.

Use perfect modals to express regret or remorse about past actions.

Use should have + past participle to talk about Could and would have are often used with
regrets. if + had + past participle

I should have sent the report sooner.
I shouldn’t have asked her to carry those boxes.
If I had known you were sick, I could have gotten a
substitute.
The manager could have fixed your schedule if you
had mentioned it to him.
I would have come to work if I had received the
schedule on time.

6 Complete the sentences with should/could/ would have + past participle.

1. If the servers had received proper training, they could have answered the customers’ questions.
2. The bartender _________________ (should not /take) that bottle of wine without permission.
3. The servers ____________________ (would/be) in trouble if they had been late for the meeting.
4. You ____________________ (should/ask) the manager for a day off.
5. The cashier _________________________ (should not/ take) that money from the register.
6. I ________________________ (should/call) to let the manager I was sick.

Your Turn Share

7 Read the following situations and discuss with a partner 8 Choose with the class the best
about the actions a manager could have done to improve or ideas to solve the problems.
to solve them.

1. Money has disappeared from the register machine, but I can’t tell who is taking it.
2. Someone broke three bottles of the best wine in the restaurant, but none of the servers has
reported the issue.
3. My customers complain that my servers take too long to deliver the food.
4. The kitchen manager has been taking stuff from the storage room.
5. The schedule is a mess, and it is very difficult for staff to understand it.

Self-assessment

Now, I can give advice on tips to monitor personnel and improve workplace operations...

c Independently c With occasional help c Only with help

30
 Unit 3 Monitoring Personnel
I will be able to... Let’s start
1
discuss advantages of employee surveillance How would you define an inadequate crisis
programs in restaurants management plan?
identify key information about the advantages of Could a lack of communication cause a crisis
employee surveillance program in a reading passage management plan to fail in mitigating financial loss?

2 Read the following passage about surveillance technology

Most of the public discussion of surveillance technology and its use revolves around the question: Is it
spooky or reassuring? But a different issue is the effect of surveillance on behavior. And a new research
paper shows in detail how significant the surveillance effect can be.
The researchers measured the impact of software that monitors employee-level theft and sales
transactions, before and after the technology was installed, at 392 restaurants in 39 states.

Employee theft and fraud is a big problem, estimated at up to $200 billion a year across the economy.
Most of the restaurant industry pays its servers low wages and they depend on tips. Employee replacement
is high. In that environment, a certain amount of theft has long been regarded as a normal part of the
business.
A simple example is a bartender not charging for a round of drinks, and urging the customers to “take care
of me” — with a large tip. Other tactics are more elaborate.

But monitoring software is now available to track all transactions and detect suspicious patterns. After the
installation of the monitoring software, income per restaurant increased by an average of $2,982 a week.
Knowing they were being monitored, the servers not only pulled back on any unethical practices, but also
channeled their efforts into, say, prompting customers to have that dessert or a second beer.
Adapted from https://bits.blogs.nytimes.com

Pair work
3
Discuss the answers to these questions.

1. Why do people think surveillance is considered spooky?

2. How many restaurants were part of the research?
3. What is the estimated cost of employee theft and fraud?
4. What is a fraud tactic used by bartenders?
5. What was the increase of income after the installation of
monitoring software?
6. What was the change in behavior in the staff after the monitoring
software was installed?

31
 Unit 3 Monitoring Personnel
Building vocabulary
4 Match the words to their meanings. If necessary, go back to the passage to check your answers.

1. Surveillance ( ) The way someone acts.

2. Reassure ( ) The action or crime of stealing.
3. Behavior ( ) The amount of money paid to an employee.
4. Theft ( ) Something that causes fear or nervousness is ......................
5. Wage ( ) To remove someone’s doubts and fears.
6. Tip ( ) The act of watching someone closely to detect a crime.
To give a small amount of money to someone who has provided a
7. Spooky ( )
service.

Your Turn
5 Write a 10-line paragraph to say whether you are in favor or against employee surveillance at your
workplace. State at least 3 reasons to support your position.

Share
6 Share your paragraph with a classmate and discuss the advantages of surveilling employees.

Self-assessment

Now, I can discuss advantages of employee surveillance programs in restaurants ...

c Independently c With occasional help c Only with help

32
 Unit 4 Personnel Training
I will be able to... Let’s start
1
How do you identify the areas of
identify training opportunities for personnel.
opportunities that require personnel training?
Are there a lot of training opportunities in your
workplace?

2 Read and practice the conversation.

Alex: The dishwasher I hired a month ago wants

to know how to get promoted. He asked me
about training opportunities
Rick: Ah, very good. You see, I want to schedule a
servers’ training for next month, and one for
cashiers. Performance this month was not so
good. Some customers complained about
having to wait for too long.
Alex: Yes, I think servers need a good training. Let’s
identify their skills and knowledge so we can
include everything they need in the training.
Rick: Let’s do that. And don’t forget we have to
evaluate the servers after the training.

3 Pair work
Discuss the following questions with a classmate.

1. Who is asking for a promotion? 3. What staff will receive training?

2. What did the customers complain about? 4. What steps will Alex and Rick take for the training?

4 Pair work
How do you organize training for your staff? Number the steps in the correct order.

( ) Analyze the job ( ) Identify personnel’s current skills and knowledge

( ) Decide skills and knowledge gaps ( ) Evaluate performance after training
( ) Implement training ( ) Identify training solutions

5 Step Restaurant employee training mode

https://www.youtube.com/watch?v=15NUpNeoi4Q
E-learning training possibilities in your restaurant
http://www.restaurant.org/Manage-My-Restaurant/Workforce-Management/Training/Take-ad-
vantage-of-e-learning-training-possibilitie

33
 Unit 4 Personnel Training
Building vocabular y
5
Match these terms related to training and personnel development to their meanings.
Check answers with a classmate.

1. Goal ( ) A quality that makes someone suitable for a particular job.

2. Feedback ( ) An estimation of income and expenses.
3. Budget ( ) Helpful information or criticism about the performance of a person.
4. Knowledge gap ( ) The process of improving the performance of an employee.
5. Coaching ( ) A desired result or possible outcome.
6. Qualifications ( ) An irregular balance of what a person should know.

6 Pair work Identifying training opportunities for personnel.

Label the description of the process with the right heading.

Analyze the job. Identify personnel’s current skills and knowledge. Identify training solutions.
Evaluate performance after training. Decide skills and knowledge gaps.

1. _______________________________________________________________________________
List all opportunities and areas of improvement where training is necessary to increase effectiveness.
Decide if there is a gap between the knowledge and skills of the staff. Ask employees what areas they
need help with.
2. _______________________________________________________________________________
Find the best way to provide training: One on one coaching, short term and long term trainings,
e-learning. Decide the option that best fits the needs of your staff and company.
3. _______________________________________________________________________________
Ask staff members to use a checklist and evaluate their progress. Look at the work area and check if there
is still evidence of a deficiency in skills or knowledge.
4. _______________________________________________________________________________
Observe what the employee does well, and what needs improvement. Check for qualifications, training
courses, and responsibilities from previous positions. Get more individual information from Human
Resources.
5. _______________________________________________________________________________
Discuss and describe the responsibilities of the position with the employee. Write down indicators of
knowledge and skill that match the position. Identify the processes changed in the description.

Adapted from www.flinders.edu.au

34
Unit 4 Personnel Training
Your Turn
7 Use the process in the previous page to determine your skills and knowledge at work.
Decide if you need to go to training and what training solutions would you prefer.

1. Analyze the job

What activities do I need to perform in my job?

2. Identify my current skill and knowledge

What specific skills do I need to perform my job? Am I skilled to
perform my job?

3. Decide skills and knowledge gaps

Are there any skills I lack and that could help me do my job better?

4. Identify training solutions

What type of training program would be helpful to develop the
skill(s) I lack? What are some traning solutions that do not conflict
with my work schedule and my personal life? Online programs?
On-the-job training? Mentoring?

Share
8 Discuss your conclusions with a classmate.

Self-assessment

Now, I can identify training opportunities for personnel...

c Independently c With occasional help c Only with help

35
 Unit 4 Personnel Training
I will be able to... Let’s start
1
Is it only new employees who need training?
create a basic training needs assessment template.
What do you do if you are a manager and an
employee comes to you asking for training?

2 Read and practice the conversation.

Diego: We will use this chart to analyze the

training needs of our new servers.
Stacy: It says major tasks of the position. Ah,
servers are in charge of handling food
correctly and processing payments
correctly.
Diego: Don’t forget servers have to be friendly.
I think we need to help them with that,
grooming, and personal appearance.
They look a bit messy.
Stacy: OK, let’s have a short training next Saturday
in the morning. I will organize everything
and you send them an email to let them
know.

Complete the training needs analysis (TNA) chart using the information from the box.
3
Check your answers with a classmate.

a. Handling credit cards is difficult c. Practical training in d. Grooming and

b. Kitchen manager
for me restaurant during off hours personal appearance
e. Serve orders by picking up and
delivering patrons’ choices from f. Jimmy Marshall g. Sept. Sat. 10
bar and kitchen

Employee name: Training TNA done by: Stacy Dorr

Skills needed
Major tasks of the position: Y c Nc Date Organizer/Provider

Training Solutions:

What other areas would you like to

improve?

Identify training needs

https://www.youtube.com/watch?v=Y14R-brmFqA
TNA
https://www.youtube.com/watch?v=X3cSAjHDeag

36
Unit 4 Personnel Training
How to use will
4
Look at the examples in the box. Then complete the exercises below.

Use will to make predictions: to say what you believe will happen in the future.
I think a famous chef will come to the event.
The manager will prepare a new training for hosts.
Use will for decisions that you make spontaneously, at the time when you are speaking.
Consumers are complaining about slow service. I will talk to the staff.
That server just spilled the soup on the customer. I will call the manager.
Use will to make a promise or to offer help to somebody.
I will be there at 9.00 a.m.
I will help you prepare the documents for the training.

5 Complete the sentences using will and the verb in parentheses.

1. Don’t worry. I will show (show) you how to process a credit card
payment.
2. I’m sure you _______________ (have) a good time at the training.
3. The training needs analysis _____________ (be) a success.
4. I promise I _____________ (do) my best to get a good score in the
evaluation.
5. She _____________ (not be) late to the meeting.
6. The manager _____________ (work) hard to help us improve.

Your Turn
6
Role play. Create a basic training needs analysis. Take turns to complete the chart with a
partner and choose an area of performance you need to improve at work.

Share
7 Discuss the chart with your classmates.
What is the most popular training solution among your peers?

Self-assessment

Now, I can create a basic training needs assessment template...

c Independently c With occasional help c Only with help

37
 Unit 4 Personnel Training
I will be able to... Let’s start
1
What would you do if you can’t afford
suggest the most appropriate training solution
to give time away to your employees to receive
for personnel after weighing advantages and
training? Do you think online courses are a good
disadvantages of several options. alternative option?

2 Read and practice the conversation.

Felix: I’m having a training next week, but I

have to travel to another city.
Julia: Sounds like you will be busy. I’m taking
an e-learning training on kitchen safety
procedures this weekend, but I can take it
from home.
Felix: Cool! I will ask for e-learning options next
time.
Julia: Yeah, look at the time! I’m meeting some
friends at a conference tonight.
See you later!
Pair work
3 Look at the conversation and complete the sentences.
1. I______ ________ a training next week.
2. I ______ ________ an e-learning training on kitchen safety procedures.
3. I _______ ask for e-learning options next time.
4. I ______ ________ some friends at a conference tonight.

4 Vocabulary building
Match the training solutions to their description.

1. Off-the-shelf training courses 2. In-house training 3. Shadowing 4. Mentoring

______ It involves one employee following another employee, like a shadow, to learn all the aspects of
a job. This is especially suitable for new employees as part of their induction.
______ Cheaper generic courses. The staff will join employees from other businesses on the course.
Some of these courses are designed to achieve or count towards a particular recognized qualification.
______ It involves the informal transmission of knowledge and social capital over a period of time,
with some face-to-face meetings, use of email and telephone communication. It is essential to have a
mentor.
______ It allows people to learn at their own place and to apply new knowledge immediately.
The trainer must be technically able to do the task, and have the patience to teach or coach.

Online courses for staff

https://alison.com/course/hospitality-management-studies-food-and-beverage-services
https://alison.com/course/hospitality-management-health-and-safety-in-food-service

38
 Unit 4 Personnel Training
How to use will vs present progressive
5
Look at the examples in the box
Will Present Progressive
It is used to talk about future intentions that are It is used when plans and arrangements have been
decided at the time of speaking (spontaneous made.
offers, promises and decisions)

I will help with the documents.
They will ask about e-learning options.
We will be on time.
The manager is flying to Los Angeles for the conference.
The servers are having a training this weekend.
He is meeting the boss at the airport tomorrow at 6 p.m.

Complete the sentences using will or the present progressive.

6

1. A: Would you like something to drink?

B: Yes, please. I will have (have) orange juice.
2. I can’t come with you on Sunday. I ____________ (have) a training at the
restaurant.
3. You look tired. I _____________ (help) you finish the documents.
4. The kitchen manager ______________ (fly) to Italy on Friday. Here are the
tickets.
5. The owner ______________ (come) to talk to us about training solutions.
6. He ______________ (not work) next week.

Your Turn
7
Discuss with a partner the advantages and disadvantages of the training solutions in Ex.4 p 38.
Which would work better at your workplace? (In terms of cost and learning quality for the
employees)

8 Share
Explain your choices to the class.

Self-assessment

Now, I can suggest appropriate training solutions for personnel ...

c Independently c With occasional help c Only with help

39
 Unit 4 Personnel Training
I will be able to... Let’s start
1
Are trainings implemented only to correct
design a basic checklist to evaluate the effectiveness
problems with employee performance? How do you
of staff training.
evaluate the effectiveness of training?

2 Read the following excerpt about the importance of evaluating the effects of training programs.
Discuss the questions below with a partner.
Training evaluation:
Asking your employees what they thought of the training is an important part of the evaluation of the
development program. A training evaluation questionnaire that the trainees fill out upon completing the
program is an effective tool. It may be an electronic survey through email, a checklist, or questionnaire
right after the training is over.
A trainee survey focusing on the application of the new skills once your workers have started using them
measures the effectiveness of the training program. Companies must combine such information with
objective evaluations to get a complete picture of training results.
Adapted from: http://smallbusiness.chron.com

1. What are some alternatives to evaluate training?

2. How do you measure the effectiveness of the program?
3. Why should companies combine the results of training and the evaluation of the training?
TRAINING EFFECTIVENESS EVALUATION FORM
Date: Course title:

Name: (optional) Trainer:

How would you rate the overall quality of this training?
How well did the trainer keep the session interesting?
How well did this program accommodate your
background and needs?
How effective were the handouts?
How convenient was the location?
( ) Excellent ( ) Good ( ) Fair ( ) Poor
( ) Excellent ( ) Good ( ) Fair ( ) Poor
( ) Excellent ( ) Good ( ) Fair ( ) Poor
( ) Excellent ( ) Good ( ) Fair ( ) Poor
( ) Excellent ( ) Good ( ) Fair ( ) Poor

The knowledge and skills I gained from this program will be useful in my job? Yes ( ) No ( )
If YES, then list one item from the training that you are going to implement or review when you return to work.
What other trainings would you like management to provide?

Your Turn Share

3 4
Create a basic checklist to evaluate a training Exchange your checklist with a partner and
you received in your workplace.
Use the model above as reference. discuss the differences.

Self-assessment
Now, I can design a basic checklist to evaluate the effectiveness of staff training...

c Independently c With occasional help c Only with help

40
40