The first day of the program equips participants with essential communication skills vital for thriving in fast-paced food service environments. Through practical exercises and role-playing, participants master verbal and non-verbal cues, active listening, and non-violent communication techniques. They learn to clarify and calibrate expectations, provide constructive feedback, and overcome common communication barriers. These skills immediately translate to fewer misunderstandings, smoother operations during rush periods, and stronger team cohesion, reducing workplace tension and enhancing customer service quality & satisfaction.

• Unit 1: Fundamentals of Communication – 1.5 hrs

  • Description: Learn about the key elements of effective communication, including:
    • Verbal and non-verbal cues
    • Active listening
    • The impact of tone and body language.
  • Learning Outcome: Participants will understand how to effectively communicate in various professional scenarios, with empathy and understanding for coworkers.

• Unit 2: Clear Expectations – 45 mins

  • Description: Learn to understand and clarify expectations better, understanding one’s role & responsibilities, and those of teammates. 
  • Learning Outcome: Participants will learn how to develop clarity on what is expected of them in the workplace and the roles & responsibilities of their position.

• Unit 3: Feedback Mechanisms – 1 hr

  • Description: Explore techniques for giving and receiving constructive feedback to improve workplace interactions and performance.
    • Asking for Permission
    • Asking for Feedback
    • Receiving Feedback gracefully, acknowledging the Ego and defensive patterns.
  • Learning Outcome: Participants will be skilled in using feedback to enhance individual and team effectiveness, and encouraged to support each other in professional development & team cohesion ability.

• Unit 4: Communication Channels and Barriers – 30 mins

  • Description: Identify 5 key workspace communication channels and learn how to select the most appropriate one. Understand the 7 common barriers to communication and how to overcome them.
  • Learning Outcome: Participants will efficiently select appropriate communication methods and learn to overcome communication barriers.

• Unit 5: Principles of Non-Violent Communication – 1 hr

  • Description: Non-Violent Communication (NVC) developed by Marshall Rosenberg teaches how to express oneself honestly and clearly while also receiving information from others empathetically, understanding others without blame or judgment.
  • Learning Outcome: Participants will learn to apply NVC techniques to enhance understanding and resolve conflicts, ensuring communications are productive & respectful while fostering a supportive team environment.

Activities & Exercises – 2 hrs

• Active Listening Circles – 1 hr
  • Participants form small groups (3-4), and each member shares a workplace challenge while others practice active listening, followed by responding using skills taught and response prompts.
• Feedback Role-play – 1 hrs
  • Pairs practice giving and receiving both positive and constructive feedback using mock scenarios provided, focusing on delivery and response

Day two equips participants with essential emotional intelligence skills critical for navigating workplace tensions. Through interactive exercises and role-plays, participants master advanced conflict resolution techniques and learn to utilize LLMs to gain perspective in challenging situations. Business owners benefit from fewer disruptions and less time resolving conflicts between staff. At the same time, employees gain valuable skills to maintain positive relationships, reduce daily stress, and position themselves as emotionally intelligent team members who can transform conflicts into collaborative solutions, fostering a more collaborative and supportive work environment.

• Unit 1: Emotional Intelligence Basics – 1 hr

  • Description: Introduction to emotional intelligence, focusing on self-awareness, self-regulation, motivation, empathy, and social skills.
  • Learning Outcome: Participants will develop their emotional intelligence to improve their interpersonal relationships and self-management.

• Unit 2: Advanced Conflict Resolution Techniques – 1.25 hrs

  • Description: Learn strategies for effective conflict resolution, including understanding the source of conflicts and applying resolution techniques.
  • Learning Outcome: Participants will be equipped to handle and resolve workplace conflicts constructively & respectfully.

• Unit 3: Utilizing LLMs for Conflict Resolution – 45 mins

  • Description: Explore how LLMs can help coworkers better understand each other’s perspectives, manage emotions, and offer mediation support.
  • Learning Outcome: Participants are provided AI prompt templates and learn to use LLMs to enhance their conflict resolution skills and process.

Activities & Exercises – 3 hrs

• Conflict Analysis – 1hr

• • Participants watch & analyse a series of workplace interactions, and breakout into groups of 4-5 to identify triggers, barriers, and beliefs that lead to conflict, proposing how the situation could have been handled differently using the tools developed in the previous 2 modules.
• Conflict Resolution Role-play – 1 hr
  • Participants engage in role-play, applying their newly developed conflict-resolution techniques & tools in real-world workplace scenarios or generated by an LLM.
• Mediation Simulation using an LLM – 1 hr
  • Participants use real scenarios and apply the prompts taught to use an LLM (such as ChatGPT) as a mediator to help resolve a conflict.

The third day develops structured approaches to workplace challenges, enabling autonomous decision-making that reduces reliance on management intervention. By mastering problem analysis techniques and learning to leverage LLMs for creative solution generation, employees become more valuable team members capable of independent action. Business owners gain staff who can efficiently handle operational issues, while employees acquire leadership skills that open doors to advancement opportunities and increased workplace flexibility.

• Unit 1: Effective Problem-Solving Approaches – 1 hr

  • Description: Systematic approaches to problem-solving, including identifying & defining problems clearly, brainstorming possible solutions, comparing and analyzing up to 3 potential solutions, selecting 1 solution, and creating a plan to implement it.
  • Learning Outcome: Participants will be able to identify and articulate problems clearly, then apply structured approaches to solving them effectively.

• Unit 2: Leadership in Decision-Making – 1 hr

  • Description: This unit teaches students to evaluate & categorize problems to determine who needs to be involved in solving them, whether they can solve it autonomously, or by enlisting the help of a coworker or supervisor. 
  • Learning Outcome: Participants will be able to categorize problems based on level of responsibility, understand the stages of autonomous decision-making and leadership in problem-solving, and they will be equipped to take initiative, manage projects, and drive implementation with minimal supervision.

• Unit 3: Utilizing LLMs for Problem Solving – 30 mins

  • Description: Instruction on how LLMs can assist in data analysis, generating creative ideas, and providing a range of solutions to complex problems.
  • Learning Outcome: Participants will utilize LLMs to support and enhance problem-solving processes.

Activities & Exercises – 2.5 hrs

• Group Problem Analysis – 1.5 hrs 
  • Groups are given a complex problem and must break it down into its components, analyze each part, brainstorm solutions, select 1 with rationale, and present their selected solution & implementation plan to the whole class.
• Enhanced Problem-Solving using an LLM – 1 hr 
  • Groups repeat the stages of problem-solving using an LLM to accelerate the process, generating creative solutions and evaluating their feasibility.

Day 4 addresses the high-pressure reality of food service environments by providing concrete tools to identify, prevent, and manage burnout. Participants develop personalized stress management techniques, like breathing exercises and developing personal burnout prevention plans (PBPBs), that contribute to long-term career sustainability. Businesses benefit from reduced absenteeism and turnover costs, while employees gain essential self-care strategies that protect their income stability, work-life balance, and overall job satisfaction.

Unit 1: Preventing Burnout – 1 hr

• Description: Learn to identify the signs of burnout, understand its impact, and learn strategies to prevent it. Participants will learn how to recognize early symptoms of burnout in themselves and others, communicate these signs effectively to managers and coworkers, and implement self-care practices that help maintain a healthy work-life balance and positive mental health.
• Learning Outcome: Participants will gain the tools to prevent burnout by managing workloads, recognizing when to seek help, and maintaining practices that contribute to their long-term health and job satisfaction.

Unit 2: Stress Management Techniques – 1 hr

• Description: Employees will be introduced to various stress management strategies, such as mindfulness, journaling, meditation, deep breathing exercises, and time management skills. They will engage in practical exercises to discover which techniques resonate most with them and learn how to integrate these practices into their daily routines.
• Learning Outcome: Participants will identify personal stressors and learn multiple methods to manage stress effectively, enhancing their overall well-being and productivity.

Unit 3: Creating Your Support System – 45 mins

• Description: Identify and access various support systems. Learn how to establish a support network, including friends, family, therapists, and colleagues. Additionally, explore how to utilize tools like:
  • LLM for emotional support
  • Company health benefits
  • Support groups and online communities.
• Learning Outcome: Participants will create a personalized support system plan that utilizes personal, professional, and digital resources to help manage workplace stress and well-being.

Exercises and Activities – 2.5 hrs

• Breathing Techniques 101 – 30 mins
  • Students will be guided through simple breathing techniques, such as Diaphragmatic Breathing, Box Breathing, and 4-7-8 Breathing.

• Symptom Identification & Observation Exercise –  30 mins
  • Participants watch videos and Practice identifying the physical, emotional, and mental signs of burnout and provide checklists for self-assessment.
• Communication Role-Plays – 30 mins
  • In groups of 2, participants practice scenarios to communicate their state of burnout or stress to a supervisor or peer.
• Support System Mapping Exercise (1/2) – 1 hr
  • Each participant will map out their existing support network and identify gaps where additional support may be needed. This could include personal relationships, professional aids, mental health resources, and digital tools.

On day 5, participants learn to recognize and appreciate diversity while developing communication approaches that support mental health awareness. Through engaging exercises like cultural exchanges and guided conversations, team members build stronger connections that enhance workplace satisfaction. Employers gain a more cohesive team culture that attracts and retains diverse talent, while employees develop a deeper understanding and connection to their coworkers’ cultures and diversity traits, which creates a more supportive, connective, and satisfying work environment.

Unit 1: Embracing and Expressing Diversity – 1 hr

• Description: This unit focuses on understanding and expressing one’s own diversity traits such as assigned gender, gender identity & expression, cultural background, language, neurodivergence, political views, and more. It also emphasizes the importance of recognizing and appreciating these traits in coworkers.
  • Understanding what makes us similar, and respecting what makes us different. 
• Learning Outcome: Participants will learn how to comfortably express their own diversity and actively learn about their coworkers’ diverse backgrounds, fostering a deeper mutual respect and understanding.

Unit 2: Mental Health Awareness in Communication – 1 hr

• Description: Focuses on the implications of mental health on communication and how to increase awareness and sensitivity to others’ mental states, and learning to comfortably express one’s mental state. 
• Learning Outcome: Participants will learn to identify potential mental health concerns and learn effective communication strategies that respect and consider other team members’ mental states, contributing to a healthier workplace environment.

Exercises and Activities – 2 hrs

• Diversity Celebration & Cultural Exchange – 1 hr 
  • Participants are invited to share parts of their culture with others in small groups, highlighting aspects of their identity, stories, experiences, and perspectives. Participants are encouraged to bring items of cultural significance (ex. foods) or personal meaning to share with teammates.

• “The Conversation” – 1 hr
  • Employees are partnered, each taking turns expressing something about themselves and how they would like to be treated by others. If time permits, a few volunteers will be invited to “present” in front of the class.
  • This can be as personal or vulnerable as they would like. 
  • Sharing about diversity traits, mental health, past trauma, etc.

This culminating module transforms theoretical knowledge into practical implementation through personalized action planning. Participants integrate all previously learned skills to address complex workplace scenarios and collaborate on crafting collective “Workplace Agreements”. Staff are equipped with concrete implementation plans for immediate workplace improvement and a clear roadmap for applying their new capabilities to advance their careers and enhance their value in the food service industry.

Activities & Exercises – 4.5 hrs

• Self-care Plan Development – 1 hr 
  • Participants create personalized self-care plans that include daily and weekly activities aimed at reducing stress and preventing burnout.
  • Participants are invited to start a Stress Journal
• Personal Support System Plan (2/2) – 1 hr
  • Participants will select their preferred support resources based on their personal and professional needs. They will outline how they will engage with each part of their support system, setting specific goals for initiating and maintaining support.
• Integration Challenge – 1 hr
  • Participants present a complex workplace issue and use all the skills learned to propose a comprehensive solution.
• Workplace Agreements Roundtable Discussion – 1.5 hrs
  • Everyone contributes to creating a list of agreements that everyone commits to respect. Each agreement must be unanimously agreed upon. If a few employees are not ready to agree, they are invited to express themselves and provide an alternative.