Vocational training with real-life examples

Hospitality training is a material intended for training and education in the workplace. The educational material is based on real-life examples, but there are various stories of scenarios that have taken place under certain circumstances. The material is available in Icelandic, English and Polish. The authors are Sigrún Jóhannesdóttir and Margrét Reynisdóttir.

Cleaning and handling

Maintenance aut

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Catering

Squirting and chewing

Sightseeing and driving

sightseeing and driving

Service in Restaurants

Restaurant

Reception and warunki

Reception

Housekeeping

Front Desk / Reception

Car Rental

Car rental

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Instructions for managers on the use of real-world examples

The purpose of real-life examples is to prepare staff for different situations by discussing possible solutions with colleagues. Remind employees that there is no right or wrong answer, but the goal is to foresee the situation and be able to deal with it if it actually happens in the workplace. 

  1. Decide where you are going to work with the real problems, for example in the restaurant, in the reception, in the meeting room, etc. Choose a place with a projector or print out the real-life examples for the staff.
  2. Choose categories and real-life examples that suit your business situation.
  3. Select a language. You can choose Icelandic, English or Polish.
  4. If you have a large group of employees, divide the staff into smaller groups. It is a good idea to aim for a maximum of four in each group.
  5. Choose a leader for each group. The group leader leads the conversation within the group and summarizes the results at the end.
  6. As a moderator, you read the first example to the group.
  7. Give the groups 5 minutes to discuss each example and the questions that follow.
  8. Open the conversation with the group as a whole, where you go through the questions and the staff share thoughts.
  9. When the discussion is over, move on to the next example and repeat steps 6-8.

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