In: Business and Management

Submitted By lili119
Words 760
Pages 4

Rapport écrit.
Thème 4 : Communication et conflit.
Exercice personnel no8 : Faire l’effort de communiquer.

Remis à : Lucie Poulin
Été 2014

Liana Caceres CACL02618702

Le jeudi 15 Mai 2014
École des Science de la Gestion

1.- Quelles ont été les gestes ou parole les plus difficiles et faciles à faire/à dire lorsque vous avez gratifié/remercie des gens?
En restauration, le travail d’équipe est extrêmement important. Après un rush de service, lors que toutes les parties prenantes se sont complètement donné et ont contribué au bon déroulement du service, des mots d’encouragement sont toujours apprécié. Cependant, je trouve que le geste le plus facile est de juste faire un sourire ou donner une petite tape sur l’épaule et prétendre que les autres comprennent à travers ce geste ma reconnaissance de leurs efforts. Ainsi, dans le milieu nous avons tendances à ressortir les mauvais coups ou les choses qui se sont moins bien déroulé et nous consacrons du temps à nous plaindre du seul client dans la salle qui était insatisfait, c’est-à-dire que nous fessions une critique systématique de la situation sans prendre en considération des points positifs.
Pour moi le geste le plus difficile est de remercier les parties prenantes pour leurs efforts, c’est à dire de verbaliser ma gratitude. Je me sens très timide par rapport à cela et les mots n’arrivent pas à sortir de ma bouche même si je pense et formule plusieurs fois ce que je veux dire dans ma tête. Je n’arrive pas à donner une gratification de façon spontanée et naturelle.

2.- Quelles ont été les réactions des gens?
Les personnes répondent bien au sourire ou à la tape dans l’épaule. Quelques-uns seront porter à retourner le geste et d’autres vont verbaliser leurs bonheur. À travers, cette exercice je me suis concentré et forcé à verbaliser ma…...

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