By the end of this course, you will be able to:

• State the relationship between culture and an organization
• Explain your organization based on the cultural web
• List the attributes of cultural organization
• Define effective organizations and how to create a culture to become an effective organization
• Recognise the relationship between organizational behaviour and the organization
• Describe the evolution of management thought and how this relates to the current thinking on organizational behaviour
• Explain the models of organizational behaviour
• Identify how to shape an excellent organization
• Discuss critical organizational issues
• State critical dynamics that shape the organization and outline the role of groups within the organization
• Describe and implement organizational change

By the end of this course, you will be able to:

• Recognise the different styles of service
• State the equipment required for a successful service
• Distinguish between the various types of crockery and cutlery used in a restaurant
• Discuss the usage and handling of glassware, chinaware and crockery
• Recall how to use service cutlery
• Describe the process of clearing the table
• Explain the method for preparing the table before serving guests at a restaurant

By the end of this course, you will be able to:

• Outline the procedure for preparing the table before service
• Describe how to greet guests on arrival, escort them to the table and seat them appropriately
• List the steps of taking a food order
• Discuss the various restaurant sales techniques and how to increase sales through good guest service
• Summarise the process of up-selling
• Explain the procedure of presenting and settling restaurant bills

By the end of this course, you will be able to:

• Define the key concepts that underpin the organizational structure adopted by all organizations
• Identify the main dimensions of organizational structure
• Describe six models of organizational structure
• Explain the vital importance of the customer to any organization
• Discuss the value of having excellent service for both internal and external customers
• List the factors that can prevent an organization from maximizing customer value
• Summarize how to critically look at the customer service levels and establish if the organization is truly customer-driven
• Distinguish between different customer types and interact appropriately with them
• Explain the dynamic business environment
• Analyze the nature of obstacles that may prevent the organization from being a dynamic entity
• List areas where the processes are not capable of coping with the dynamic environment and suggest ways to improve
• Categorize the phases of group socialisation and classify the stages of group development
• Separate the differences between groups and teams and explain how teams are formed

By the end of this course, you will be able to:

• Define the characteristics of excellent communication
• List five reasons to strive for effective communication
• Identify how verbal communication is used in the workplace
• Discuss strategies for effective listening
• Describe how conversations are the building blocks of professional relationships
• Recognise how to end a conversation positively
• Explain how solid writing skills can play a significant role in your career success
• Establish the purpose of written communication
• Categorise the different mediums of written communication
• Estimate the benefits of writing for your audience
• Outline the use of the ‘broad-narrow-broad’ structure
• Evaluate the need to edit and proofread your writing

By the end of this course, you will be able to:

• Explain the relationship between culture and the organization
• Define ‘effective organizations’ and explain how to create a culture to become one
• Describe the evolution of management thought and how this relates to the current thinking on organizational behavior
• Analyze critical dynamics that shape the organization and outline the role of groups within the organization
• Identify the key concepts that underpin the organizational structure adopted by all organizations
• Recall six models of organizational structure
• Discuss the value of having excellent service for both regular customers and new customers
• List the factors that can prevent an organization from maximizing customer value
• Summarize how to critically examine customer service levels and establish if the organization is truly customer-driven
• Categorize the phases of group socialization and classify the stages of group development
• List areas where the processes cannot cope with the dynamic environment and suggest ways to improve

By the end of this course, you will be able to:

• Recognise the different styles of service
• State the equipment required for successful service
• Distinguish between the various types of crockery and cutlery used in a restaurant
• Discuss the usage and handling of glassware, chinaware and crockery
• Recall how to use service cutlery
• Describe the process of clearing a table
• Explain the method for preparing the table before serving guests at restaurants
• Describe how to greet guests on arrival, escort them to the table and seat them appropriately
• List the steps for taking a food order
• Discuss the various restaurant sales techniques and how to increase sales through good guest service
• Summarise the process of upselling
• Explain the procedure of presenting and settling restaurant bills

By the end of this course, you will be able to:

• Identify the primary gestures of body language and their meanings
• Describe non-verbal communication used to improve customer relations
• Outline good hospitality etiquette while interacting with guests and colleagues
• Highlight the proper postures and behaviours that make a good impression
• Evaluate grooming and personal hygiene standards regarding hair, face, hands, jewellery and uniforms
• Summarise the guidelines of good telephone etiquette
• Explain how good customer service leads to satisfied clients
• Compare communication conventions employed by individuals from different countries and cultures
• Establish the importance of the a guest's impression of your establishment

By the end of this course, you will be able to:

• Analyze status reports containing valuable information about a project’s progress and performance
• Compute a realistic budget that takes all costs of a project into account
• Define project management and state its three constraints
• Describe deliverables and why these are important in scheduling
• Estimate a schedule during the planning phase
• Evaluate the most appropriate communication tool and methods for your project
• Identify techniques for estimating time accurately to prevent you from running over budget and reducing your profit
• Indicate closure when goals are achieved, agreements are fulfilled, and the end-user accepts the project as finished
• List steps for organizing an effective PM meeting
• Outline the requirements that help you decide what work needs to be done and how you might approach critical decisions
• Select a matching framework that suits your project
• Create a plan that details how a project will be executed and controlled