Ending Conversations

We want to foster a sense of clarity and certainty in every conversation, and we do this by following specific steps to end every interaction. Use this structure when speaking with Guests and Team Members alike, and you'll always have everything you need to know at the ready. You can also use this structure with yourself for planning your own projects and tasks. Define the purpose Always reiterate why this task is important. Define Next Steps and who will do what Next steps should be Specific, Measurable, Attainable/Achievable, Relevant, and Time-bound. DO THIS "Tina will sketch 3 of each for the ProtoRice Cooker, Maisu Raisu and Hot Pot Ott Taste Tests by 1PM Wednesday, so that the Taste Test Survey can be made on schedule." NOT THIS "Draw some sketches for the Taste Test" DO THIS "I will look into why this issue is happening and who I need to talk to to fix it. I will email you again by 3pm Wednesday, whether I have be able to fix it or not." NOT THIS "I'll get back to you later" Commit to Work Slots & Deadlines by entering them in the Shared Google Calendar. Discuss when the task can be completed, and enter timeslots into the department calendar for dedicated task time, and invite the assignee so it appears on their calendar. EXAMPLE: For Art Department tasks, Tina blocks off one hour to sketch new recipes on Tuesday. EXAMPLE: A Guest Services person blocks off one hour on Thursday to commit to following up on all guests waiting for updates. Purpose: This allows us all to understand what's being worked on this week/month. If you are having a conversation with another Team Member, and the other Team Member does not follow these steps, then it becomes your responsibility to ensure the procedure is followed.

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Ending Conversations

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