Task 3: Improving verbal communication at the café

Based on the scenario only, give examples of how verbal communication between all workers
at the café could be improved.
Verbal communication is defined as the type of communication in which we use spoken & written words
to convey a message from one person to another.
1. Regular Team Meeting: Café in town center can improve their verbal communication by
arranging regular team meeting, such meetings should be held on daily basis before running the
daily operations. We can see from the scenario that there is lack of one to one communication
between the café in town and its worker.
2. Open Door Policy: Café in town center should adopt open door policy so that there is a good
communication in between the workers and the line manager.
3. Shift To Written Instructions: When the owner inform the SM about the coffee machine he
leaves a voice message to convey his message it’s better that he leave a written message so that
the instructions are well delivered.

4. Clear and Direct Instructions: The Shift Manager (SM) should provide clear and direct
instructions to workers, especially during busy times. Instead of simply stating, "Get on with the
job," the SM should specify what tasks need to be done and where.
5. Effective Delegation: The SM should delegate tasks based on workers' availability and abilities.
They could communicate which tasks are a priority and ensure everyone understands their
responsibilities.
6. Supervisor Availability: The SM should be accessible for important matters, such as supervising
contractors. They should communicate their schedule or designate a point of contact in their
absence.
7. Emergency Response Plan: There should be a defined emergency response strategy at the café.
When an accident occurs, employees need to be informed of their duties and obligations, includi
ng how to get in touch with the owner and quickly submit the required paperwork.
8. Information Sharing: Workers should consistently share important information with their
colleagues, especially when it pertains to safety, equipment issues, or unexpected visitors like
contractors.
9. Task Knowledge: Workers should be aware of each other's skill sets and competencies. This
ensures that tasks are delegated to the most qualified person.
10. Verbal Safety Sign: Continue using verbal safety reminders when necessary, such as the "mind
the step" sign, to prevent accidents in the café.
11. Customer Service Protocols: Ensure that all workers understand the standard procedures for
serving customers and how to respond to unique situations, like bringing outdoor furniture
inside during bad weather.
12. Communication Channels: Establish clear communication channels for workers to contact the
owner or the SM when needed. Ensure that workers know how to reach the responsible person
in different situations.
13. Emergency Contact Information: All workers should have access to emergency contact
information for management, medical professionals, and repair contractors.
14. Prioritizing Safety: Emphasize the importance of safety in all communications. The SM's focus
on high turnover should not compromise safety. Workers should feel comfortable raising safety
concerns.
15. Task Progress Updates: Ensure that workers provide task progress updates, especially when
supervising contractors. This ensures that everyone knows what is happening at the café.
16. Dealing with Emergencies: Employees should receive training on how to handle a variety of
emergencies, such as accidents, equipment failures, or unforeseen circumstances. This covers
who to contact and the appropriate course of action.
17. Documentation and Reporting: Workers should be encouraged to complete necessary
documentation, such as the accident book, and report any incidents or issues to management.
18. Consistent Communication: It is of immense importance that the communication is consistent,
a culture of consistent and open communication among all workers, emphasizing the
importance of teamwork and a supportive work environment.