COMMUNICATING & INFLUENCING
Cheng can delegate tasks to her team, with a clear message to get the task done on time, she needs to ensure she has follow up and gives feedback to the team on a good job and what could be improved. She also needs to continually update her line manager.
Store information must up-to-date especially during Hamper season or special customer orders. All managers need to know what the exact task needs to be done on by when e.g. Customer changes date to come pick up hamper (who need to involved and informed)
Cheng sometimes struggles with the language barrier to customer and her line manager, she can simply fix this by repeating what she understands back to ensure the message she got it correct. Asking when she doesn’t understand is not showing we are silly but that we care. Taking time to speak to every manger English will certainly help
She must learn to use the right channels of communication, especially from manager to general staff. Do Not use line group chats to staff during working hours (staff are not allowed to carry mobile phones). Talking in person with a short briefing during shift start would be much better and allow staff to check understanding.