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Neighbor Coffee Shop

Managing Sideways:

Conflict and Feedback

Begin

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Your Coffee Shop

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COURSE OVERVIEW

Neighbor Coffee Shop

1: You Are Here

Frustrated? You’re not alone
Results of conflict
Goals for the course

2: The Process

Scenario with Angela
Angela’s approach
Knowledge check

3: Practice

Scenario with Josiah
Scenario with Myka

4: Course Completion

Final quiz

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Your Coffee Shop

Slide objective/learner experience: learner is introduced to each module

Narration: In general, when there is a conflict, it's easy to avoid it altogether or vent to someone who wasn't involved. In fact, research says only 1 in 4 people talk directly to the person involved. However, in a fast-paced customer-facing role like you are taking on, the luxury to ignore conflict does not exist. So, let's gather some tools to change that statistic and ensure a more peaceful working environment. We’re going to do this by following a systematic approach with simple but effective steps you can follow to resolve conflict or give feedback in your job everyday.

Module 1 consists of an introduction that will give you an opportunity for self-reflection and define the goals of the course.

Module 2 will introduce you to Angela, a shift supervisor at Neighbor Coffee Shop. You will follow her through the process of an issue during her shift that requires her to coach a coworker and you will complete a knowledge check that will prepare you for individual practice.

In Module 3, you will use the skills you learned in Module 2 to practice with two more employees: Josiah and Myka.

Finally in Module 4 you will complete the course by demonstrating your knowledge on a quiz.

Let’s get started!

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GOALS OF THE COURSE

Goal 1

Identify the problem

Goal 2

Observe the problem

Goal 3

Address the problem by leveraging the relationship

Goal 4

Demonstrate how to give feedback

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Neighbor Coffee Shop

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Your Coffee Shop

Slide objective/learner experience: learner is introduced to course goals

Narration: We’re going to work through this course by slowly building your skills. We will start with identifying the problem in a situation, then by observing and involving yourself in the problem. You will then learn how to address the problem by leveraging the relationship with your coworker. Finally, we’ll bring it all together by demonstrating exactly how and what sort of feedback to give.

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SELF-REFLECTION

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Your Coffee Shop

Slide objective/learner experience: learner reflects on previous experience

Narration: Chances are that you’ve visited a coffee shop many times – perhaps one of the reasons you want to work for Neighbor Coffee Shop is that you’ve had a positive experience as a customer. Think about a time your drink came out wrong. How was the problem resolved? Hopefully by the staff demonstrating amazing customer service skills. But what happened among staff members after they made a mistake? There must be a conversation or coaching that happens to ensure accuracy in future orders.

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selfreflection.mp3
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