1. 5 Minute Training
Attitude

2. 5 Minute Training
The right mentality starts with the correct attitude. Attitude is important to the customer, to your
colleagues and also for yourself. Work is more fun with the right attitude. To win every day you
need team players who feel responsible and involved. We make a real difference. This is no
ordinary café!
Loyalty
De Refter cannot succeed without loyal employees. Loyal staff means continuity, offers the
possibility to grow as a business and certainly as an individual. We are there for each other and
work together in a welcoming atmosphere.
The correct attitude comprises the following features:
Reliability/integrity
Able to work alone and with discretion
Focused on collaboration
A team player, helpful and always striving as part of a team to achieve the same goals
Flexibility
A considered approach that leads to the best possible outcomes
Empathy
Put yourself in the position of a colleague or customer
Hospitality
Positive attitude, good listener, radiate enthusiasm
Attitude

3. 5 Minute Training
Attitude
Working efficiently
Working quickly and efficiently gives you satisfied customers. This gives the customer and above all you a
good feeling about your work. It motivates you to improve. You can work quickly, you can also work
efficiently, and you can work in a chaotic way or in a structured manner. Which method do you see yourself
in?
Effective working means that you are well prepared and know exactly what you are doing. You can
prioritise. At the end of your shift you evaluate the day and set yourself new goals for your next shift.
Chaotic working means that you are always busy but unfocused. You are multitasking, doing 10 things at
once but finishing nothing. You have no set goal for the day. Too busy doing everything you lose your focus
and you lose productivity.
A structured approach means that you are constantly planning and adjusting. Risks are identified and you
are prepared for any scenario. Everything must go right and nothing can go wrong. Your productivity
suffers because you are too immersed in planning.
This is how we work quickly and efficiently…
 Cooperate
 Know your job
 Set priorities
 Never walk with empty hands
 Focus on customers
 Don’t laugh or chat loudly with your colleagues
 Think first, and then act
 Make a to do list during quiet moments
 Finish the job in hand before you start another

4. 5 Minute Training
Attitude
Step 1 – Situation: What is happening?
In order to have the correct attitude it is important that you
are comfortable with yourself. Ask yourself the following
questions:
• When do you enjoy your work?
• What is a good working attitude?
• When are you an efficient worker?
• How is your work percieved by your colleagues?

5. 5 Minute Training
Attitude
Step 2 - Team: How do your work?
A good working attitude isn’t only important for our guests,
it’s also important for the cooperation within the team.
• At what point in your working day, do you find it difficult to
present yourself well? What can we do about this?
• What can we do that would encourage us to keep the
correct attitude throughout our shift?
• What goals can we link to this?

6. 5 Minute Training
Attitude
Step 3 – Action: What are we going to do today with regard
to our working attitude?
The best and most practical/applicable actions of the team
are the foundations of our approach to our work.
Devise, together with your team 3 action points that you can
work on together to maintain a good working attitude.

7. 5 Minute Training
Attitude
Step 4 – Result: How can we ensure continuity of our
standards and learn from our experiences?
• How can we ensure that our new working methods are
made permanent?
• You and your team can come up with solutions as you
discuss the results of the training session.
• Set a common goal for your team at the start of every shift.
• Clearly define tasks. It doesn’t have to take long: you can cover a lot of
ground in just 3 minutes.