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What is TGI Fridays?

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by

Kim North

on 9 December 2014

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Transcript of What is TGI Fridays?

Communication Audit
An authentic American bar & grill
Over 900 restaurants in over 60 different countries
"Making every day feel like a Friday"
First restaurant was established in New York City in 1965.. making this year 50 years!
What is TGI Fridays?
Places in Eau Claire
Similar food options
Similar prices
Competition
Better understand communication within a large franchise

Understand the strengths and weaknesses of their communication

Determine a theory
based on our findings
Our Goals
Research Observations
TGI Fridays believes in having a good time, but also in the importance of drinking responsibly. Additionally, its Responsible Business is focused on positively impacting the communities it serves.
Mission Statement
Initial research

Observation

Franchise focused questions
Steps to Achieve these Goals
By: Kim, Michelle, Danielle
Chris and Emily

Media Communication
Website
Design is simple
"Neighborhood Happenings"
Online ordering
Very clear menu
Wide variety of food
Health conscious
Family oriented
Friendly atmosphere
Easily accessible
"In here it's always Friday"
Daily Specials
Other Information
Founded in Pennsylvania
Family Friendly Atmosphere
World Bartender Championship
Social Media Oriented
Sports, Beer and Wings
Not as healthy
Doesn't have a wide variety of food
Families welcomed
Loud atmosphere
Social media oriented
Wide variety of food
Family oriented
Community Focused
Friendly atmosphere
Interview 1: Chad-General Manager
Chad has worked with TGI Friday's for 15 years in 5 different locations. He is now the general manager at the Eau Claire Store.


Main Points of Interest


Communication is primarily interpersonal and brief.
Could not clearly define mission statement.
Training Initiative
Orientation
Online training
Coach Training "Training never ends"
Meetings are held every six to eight weeks with staff.
Information is presented face to face and then documented.
Conflict is addressed directly and resolved.
Outgoing employees are sought out.
Interview 2: Lori-Shift Manager
Lori has been working at TGI Friday's for 5 years and is the shift manager for the Eau Claire Location.
Main Points of Interest
Sample Questions
How flexible are you locally within the huge franchise? Are you able to adapt to the Eau Claire community?

Do you have a way for customers to give feedback about the business? If so, what are they and how effective are they?

Describe the way decisions are made and enforced within this organization
Feedback is highly encouraged internally and externally.
About 25 surveys on receipts a completed each week.
Local store complies with cooperate standards.
Local store has a "credo" apart from cooperate mission statement.
Involved with community events.
"Bar Wars"
Relay for Life
Supporting local organizations with charity nights.
Reward System
Employees receive pins for exceeding responsibilities and having a positive attitude.
Class Concepts
Systems Theory
Cultural Approach
Conflict Management


Systems Theory
Symbols and Cultural Approach
Conflict Management
Ethnography
Problem Identification
Solutions
Micro and Macro Communication Elements
Quality Assessment
High quality service
Excellent food
Health Conscious
Gluten free menu
Allergy menu
Kids menu
Environment:
Active yet calm
Fun and Social Environment
Quick Culture with fast interactions and quick service

Symbols include:
Booths that are close together
Pins for rewards
Dark lighting
Colors (Red and White)

Rituals include:
Monthly meetings
"every day is training"
"treat every day as if it were Friday"
The systems metaphor sees organizations as not self contained or self sufficient machines, but rather as complex organisms that must interact with the environment to survive.

Feedback:
-managers within each franchise rely on their employees to give them ideas to give back to the community
-essential for creating a connection with external stakeholders

-Adaptive Learning
: coping quickly with a situation (everyday is training - learn and move on; fast paced environment)
-Generative Learning
: quickly interact with customers on an interpersonal level (have to charismatic/creative personality trait)

-Permeable boundaries:
set their goals according to their demands they get from their environment

Macro
Micro
Interaction of interdependent people who perceive oppositions of goals, aims, values and who see the other party as potentially interfering with the realization of these goals
Competition Style of Conflict
Managers figure out of the conflict
Talk to both parties in the conflict
Figure out solutions or strategies
Decide what is best for the company
Document it
You might get what you want, but others needs will be satisfied too
When the managers talk to the employees about the conflict, they have the business's image and identity in mind.
For our research, we had to infiltrate the environment as external stakeholders or consumers.
The atmosphere from the outside appears to be fun
Serve staff is very friendly
Bartender was very animated and sociable
Server was the same but definitely relied on phatic communication
Seems as if there might be a distrust between higher management and lower employes
Training was observed:
Interpersonal element with trained employee coaching
Online component
Employees seem to be well versed in the workings of the organization
1. Lack of Observation in Training
2. Distrust of employees
3. Unclear values of an employee
4. Unreached potential with other branches
5. Potential for misunderstanding
1. Longer more detailed training process
Confident employees
Trust worthy employees
More connected employees
Be able to focus on other values besides energetic
2. Reaching out to other Wisconsin branches
Collaboration
Pushing new ideas
3. Follow-up Communication
Ensure no misunderstanding
Positive Communication
Receive feedback from customers
Employees involved in community service
Accept employee input to improve work atmosphere
Implement unique work culture
Effective conflict management
Discussion Questions
What do you think would be some positive and negative outcomes for the solutions provided?

Based on the observation what are other solutions?

What are the overall benefits your company received from this communication audit
Full transcript