Alliance
Encourage everyone’s participation
  • Engage in each Activity.
  • If called upon, you can say "I'll pass"
Be physically and mentally in the room.
  • Turn off cell phones
  • Every idea is a good idea
  • One conversation at a time.
  • Raise your hand
Everyone’s time is valuable.
  • Comments are limited to 3 mins.
  • Facilitator can give 30 sec wrap-up warning.
  • Activity time may be adjusted via consensus
MODULE 2
UNIT 3 – Utilizing LLMs for Conflict Resolution
Unit Overview
Learn how to use Claude (AI) to improve communication and resolve conflicts calmly and clearly in the workplace.
Learning Objectives
Open a Claude account
Use Claude to resolve conflicts
Spot moments when Claude can help
Use Claude for perspective-taking
Try Claude's conflict prompts
Practice using Claude in real scenarios
Using Claude as a Neutral Mediator
Key Points:
  • Offers an neutral perspective
  • Helps you understand other's viewpoint
  • Useful when you're emotional
  • Always available 24/7
Activity:
Create a Claude Account
What are 2 challenges you'd like more ideas on how to address?
Prompt Templates for Conflict Resolution
1
Template 1: Understanding Perspectives
"I'm having a conflict with a coworker about [specific situation]. Here's what happened from my perspective: [your story]. Can you help me understand what might be going through their mind and why they might have acted this way?"
Bonus:
"What questions do you have about the situation or my coworker
2
Template 2: Communication Planning
"I need to have a difficult conversation with my coworker about [issue]. I want to be respectful but also address the problem. Can you help me plan what to say and how to say it in a way that won't make them defensive?"
3
Template 3: De-escalation Support
"I'm in a heated situation with [coworker/customer] right now. I need to respond but I'm feeling [angry/frustrated/upset]. Can you help me craft a response that addresses the issue but keeps things professional?"
Claude Demo
Mini-Activity: - Claude Use Agreements (3 mins)
Claude Use Agreements / Ground Rules:
  • Always keep coworkers' names private and anonymous (can use fake name)
  • Always be transparent
  • Don't copy Claude word for word, use your own words.
→ Would you add anything?
MAIN Activity:
AI-Assisted Problem Solving
(20 minutes)
Directives
1
Solo Work
2
Using your previously selected challenge
3
Use 2 of the prompts
Debrief
When NOT to Use Claude for Conflicts
Group Discussion Questions (3 mins):
  • "When would using Claude for conflict help be inappropriate?"
  • "What are the risks of relying too much on Claude for workplace communication?"
Key Points:
  • Claude is a tool, not a replacement
  • Use your own words
  • Some conflicts need immediate, in-person resolution
  • Serious Issues should go to HR
  • Claude doesn't understand your specific workplace culture
Action Step

This week, try using one of these templates for a minor workplace frustration
MODULE 3
UNIT 1 – Effective Problem-Solving Approaches
Unit Overview
Master a step-by-step method to solve real workplace problems.
—> Focus on fixing root causes, not just symptoms.
Learning Objectives
Know symptoms vs. root problems
Use the 7-step method
Spot recurring workplace issues
Spot recurring workplace issues
Spot recurring workplace issues
Spot recurring workplace issues
Problems vs. Symptoms
Key Points:
  • Symptoms are what you notice
  • Problems are the root causes what's creating the symptoms
  • Fixing symptoms = temporary relief
  • Solving problems = permanent solutions
5 "WHY" Process:
Ask yourself why up to 5 times to get to the root cause of the problem
Group Discussion: Real Workplace Problems
Examples
  • Customer problems
  • Inventory issues
  • Food prep challenges
  • Hours and scheduling
  • Equipment problems
  • Training gaps
  • Health and safety compliance
Mini-Activity:
Symptom vs. Root Cause Identification
Directives
  • Pair up.
  • Write down a persistent workplace issue.
  • Determine if its a symptom or root cause
  • If a symptom, Use the 5 WHY process to get to the root cause
The 7-Step Problem-Solving Framework
MAIN Activity:
Group Problem Analysis
(40 minutes)
Directives
  • Form pods of 3
  • Select One problem
  • Use the 7-Step Process
  • 90 seconds to present
Activity Debrief
Key Takeaways
  • Slow down to speed up
  • Address root causes
  • Follow the process = more confident
Action Step

This week, pick one persistent problem in your workplace.
Use steps 1-2 to really understand what's going on before jumping to solutions.
UNIT 2 – Leadership in Decision-Making
Unit Overview
Learn how to take initiative, know when to act, and make smart decisions using clear frameworks.
Learning Objectives
Sort problems by responsibility
Use the Decision Matrix
Prioritize tasks with a matrix
Know when to lead or defer
Make confident decisions
Manage tasks with less support
Decision Authority
Key Points:
  • Not all problems are created equal
  • Different types of decisions require different levels of authority
  • Taking initiative impresses leadership
Key Questions to Ask Yourself:
  • "Does this affect other people's work?"
  • "Is there a policy about this?"
  • "Could this cost money or create liability?"
  • "Am I trained to handle this?"
The 4 Levels of Decision Authority
Mini-Discussion
What's an example of a decision you brought to your manager, that you later realized you could have made yourself?
Decision Brainstorm
List of decisions to be made in restaurants.
Activity:
Decision Authority Sorting
Directives:
  • Pair Up
  • Pick 6-8 decisions
  • Sort them
  • Use the table
  • If you disagree with your partner, discuss why
Task Prioritization
The Eisenhower Matrix
Restaurant Examples:
  • DO FIRST: Customer choking, kitchen fire, health inspector arrives
  • SCHEDULE: Staff training, inventory planning, equipment maintenance
  • DELEGATE: Restocking napkins, answering phone, basic cleaning
  • ELIMINATE: Checking social media, gossiping, perfectionist tasks
Common Traps:
  • The Urgency Addiction: Everything feels urgent during rush periods
  • The Comfort Zone: Doing easy, unimportant tasks to avoid hard, important ones
  • Productive Procrastination: Doing random tasks instead of doing the Urgent and Important ones
  • The People Pleaser: Saying yes to everything, even when it's not your priority
Activity: Task Prioritization Scenarios
It's Saturday morning brunch rush….
You're a server with 6 tables. Here's what's happening all at once...
Serving Scenario List:
  1. Table 4 has been waiting 20 minutes for their appetizer
  1. Table 1 needs their check and wants to pay
  1. Your manager asks you to help train the new server
  1. Table 6 wants to modify their order (again)
  1. You need to restock your coffee station
  1. Table 2's kid just spilled juice everywhere
  1. You haven't taken your required break yet
  1. Your coworker asks you to cover their table while they use restroom
You're a line cook. The kitchen is slammed, and everything's happening at once.
Kitchen Scenario List:
  1. Grill cook calls out - needs you to fire two steaks for table 12
  1. Your pasta water is boiling over
  1. Chef asks you to train the new prep cook
  1. Server says table 8 has an allergy modification you missed - need to remake their dish
  1. You're almost out of prepped vegetables for your station
  1. The deep fryer is beeping - fries are done and will burn in 30 seconds
  1. Dishwasher asks you to help - they're buried and running out of clean pans
Activity:
Task Prioritization Scenarios
Directives:
Individual Work:
  • Plot each scenario on the Eisenhower Matrix
  • Draw your own matrix
  • List: "What would you do first, second, third?"
Pair Discussion:
  • Compare matrices with a partner
  • Discuss differences in prioritization
  • Share strategies for handling multiple urgent tasks
Activity Debrief
Action Steps
  • This week, before going to your Manager, ask: "Can I handle this myself?"
  • "Next time you feel overwhelmed or unsure how to prioritize a set of tasks or decisions,
  • try the Eisenhower Matrix for 2 minutes"
UNIT 3 – Utilizing LLMs for Problem Solving
Unit Overview
Use Claude to think more clearly and find better solutions. Learn when AI helps—and when it doesn't.
Learning Objectives
Use AI at each step of problem solving
Compare AI vs. manual thinking
Get more creative solutions
Weigh pros/cons with Claude
Plan next steps with AI
Know AI limits and best uses
AI as Your Problem-Solving Partner
Key Points:
  • AI doesn't solve problems FOR you —it helps you solve them BETTER
  • Like having a smart coworker you can ask anything
  • Helps you think of different solutions
  • Available anytime
  • Won't judge your ideas
  • Still requires your restaurant knowledge and judgment
How AI Enhances Each Step
Problem-Solving Prompt Templates
1
Template 1: Problem Deep-Dive
"I'm facing a problem in my restaurant: [describe problem]. Can you help me understand this better by asking me questions that might reveal the root cause? I want to make sure I'm solving the real problem, not just treating symptoms."
2
Template 2: Solution Generation
"Here's a problem I've clearly identified in my restaurant: [problem statement]. I've thought of [your initial ideas], but I want to explore more creative solutions. Can you suggest 5-7 different approaches, including some that might be unconventional but practical for a restaurant setting?"
3
Template 3: Alternative Evaluation
"I have these potential solutions for my restaurant problem: [list your options]. Can you help me evaluate each one by considering: cost, time to implement, staff impact, customer impact, and potential risks? I want to make the best decision."
4
Template 4: Implementation Planning
"Help me create a step-by-step implementation plan for [chosen solution], including potential obstacles and how to handle them"
AI Problem-Solving Ground Rules:
  • Keep restaurant details private
  • Don't share personal information
  • Use AI suggestions as starting points
  • Always use your judgement
  • Test ideas on small problems first
MAIN Activity:
AI-Enhanced Problem-Solving
Directives:
  • Form the same pods of 3 from Unit 1
  • Select a NEW complex restaurant problem
  • Use AI assistance throughout the process
AI-Assisted Process :
  • Phase 1: AI Problem Analysis (5 mins)
  • Phase 2: AI Solution Generation (5 mins)
  • Phase 3: AI-Assisted Evaluation (5 mins)
  • Phase 4: Implementation Planning (5 mins)
Presentations (5 mins):
Each pod has 90 seconds to share:
  • Their problem
  • Their solution
  • How AI helped
Debrief:
Manual vs. AI Comparison
When NOT to Use AI for Problem-Solving
Key Points:
  • Emergencies
  • Instant decisions
  • Simple, routine problems
  • Confidential matters
Key Takeaways
"AI makes you a better problem-solver, not a different person"
"The framework is the same—AI just helps you be more thorough at each step"
"Your restaurant knowledge is still the most important ingredient"
"Start with small problems to build confidence with the process"
Action Steps
  • This week, pick one ongoing problem that's been bugging you
  • Try using the prompt templates
MODULE 4
UNIT 1 – Professional Service Standards & Protocols
Unit Overview
Create simple, consistent service habits. Learn to upsell with care and work as a strong front-of-house team.
Learning Objectives
Rate your current service
Use the HEART method
Set clear service standards
Spot great service in action
Upsell without being pushy
Deliver service as one team
Opening Discussion
The HEART Method Framework
Hear
(Listen to what the customer is actually saying)
Empathize
(Understand their feelings and perspective)
Apologize
(Acknowledge any inconvenience, even if not your fault)
Respond
(Take action to address their needs)
Thank
(Express gratitude for their patience/business)
Quick Role-Play Activity
Directives:
  • Pair up
  • Practice HEART method
Scenario:
"Customer complains their food is cold" • 3 minutes total
Setting Service Standards
The 9 Service Categories:
  1. Professional appearance
  1. Customer Greeting
  1. Seating & table management
  1. Order taking accuracy
  1. Explaining dishes / menu knowledge
  1. Dietary restrictions & special requests
  1. Order delivery (right dish, right person)
  1. Communication tone and body language
  1. Complaint handling
CLEAR Standard Format:
SOT:
  • Specific
  • Observable
  • Time-bound
Example of Standard:
"Be friendly," → "greet within 30 seconds with eye contact and smile"
Activity:
Group Standard Setting
(10 minutes)
Directives:
  • Groups of 3-4 participants
  • Each group takes 2-3 categories
  • Task: For your categories, describe what excellent service looks like
Discussion
Video Analysis
What to Watch For:
  • Clear examples of good and poor service
  • Observable behaviors to discuss
  • How HEART method is used
  • Specific behaviors that made the difference
Action Steps
1
Try one new service approach from today in your next shift
2
Use the HEART method with your next challenging customer interaction
3
Pick one service standard to focus on improving this week
UNIT 2 – De-escalation & Complaint Resolution
Unit Overview
Turn upset customers into loyal ones. Use empathy and structure to handle complaints calmly and confidently.
Learning Objectives
Use NVC for customer complaints
Handle tough moments with HEART
Understand why guests get upset
Practice de-escalation in steps
Find real root causes
Solve complaints so they stay solved
Integration with Previous Learning
Frameworks We'll Apply to Customers:
  • Non-Violent Communication (NVC)
  • Active Listening
  • Emotional Intelligence
  • Conflict Resolution
Understanding Customer Psychology
The Real Reasons Behind Customer Anger:
  • Unmet Expectations: "This isn't what I thought I was getting"
  • Feeling Unheard: "Nobody listens to me here"
  • Past Experiences: "This always happens to me"
  • Time Pressure: "I don't have time for this"
  • Money Concerns: "I'm paying good money for this"
  • Special Occasions: "You're ruining our anniversary"
Surface vs. Root Issues
Can you think of some examples?
NVC Model for Customer Complaints
1
Observation:
"I can see your order isn't what you expected"
2
Feelings:
"I can see you are frustrated about this"
3
Needs:
"Youd like to get what you ordered"
4
Requests:
"Let me get this fixed for you right away"
HEART Method for Complaints
Hear
Let them fully express their frustration
Empathize
"I understand how disappointing this must be"
Apologize
"I'm sorry this happened"
Respond
Take concrete action to fix it
Thank
"Thank you for giving us the chance to make this right"
De-escalation Do's and Don'ts
What Works:
  • Lower your voice when they raise theirs
  • Ask questions to understand their real need
  • Offer choices when possible
  • Focus on what you CAN do
What Backfires:
  • "Calm down" (never say this!)
  • "That's not my fault"
  • "It's company policy"
  • Arguing about facts when they're emotional