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English to French: Food and Beverage General field: Other Detailed field: Food & Drink
Source text - English 1 00:00:07,665 --> 00:00:08,940 2 00:00:08,960 --> 00:00:12,150 Body Language - The Basics 3 00:00:12,170 --> 00:00:15,570 In this lesson we're going to look what you say to other people 4 00:00:15,590 --> 00:00:19,710 without even speaking - body language. 5 00:00:19,730 --> 00:00:24,250 Body language is simply how we communicate to others with our body. 6 00:00:24,270 --> 00:00:27,780 Have a look at Matt here - how do you think he's feeling? 7 00:00:27,800 --> 00:00:31,890 He's obviously tired, and he didn't have to say a word, 8 00:00:31,910 --> 00:00:35,550 you only needed to look at him. On the other hand, 9 00:00:35,570 --> 00:00:40,630 look at Matt now (show happy waiter). He's upbeat and keen to help. 10 00:00:40,650 --> 00:00:46,230 From this example it's easy to believe the research - 11 00:00:46,250 --> 00:00:50,890 55% of what we communicate to others is through body language - 12 00:00:50,910 --> 00:00:56,800 not our words, but rather through posture, gestures and movements. 13 00:00:56,820 --> 00:01:01,840 Only 7% is made up of the words you use - what you say. 14 00:01:01,860 --> 00:01:07,780 The other 38% is your tone of voice, or how you say something. 15 00:01:07,800 --> 00:01:09,800 We'll be focusing on the following areas 16 00:01:09,820 --> 00:01:13,000 and the different ways in which they communicate: 17 00:01:13,020 --> 00:01:14,600 Your posture. 18 00:01:14,620 --> 00:01:16,600 Eye contact. 19 00:01:16,620 --> 00:01:18,610 Your expression. 20 00:01:18,630 --> 00:01:20,230 Your hands, and. 21 00:01:20,250 --> 00:01:22,970 Movement. 22 00:01:22,990 --> 00:01:30,180 Let's take a look at these in some more detail by starting with your posture: 23 00:01:30,200 --> 00:01:33,170 Your posture refers to the way you carry yourself - 24 00:01:33,190 --> 00:01:37,270 the position of your body when you're standing or sitting. (Freeze frame:) 25 00:01:37,290 --> 00:01:42,890 Good posture is to stand up straight, shoulders back and chin up. 26 00:01:42,910 --> 00:01:47,670 It shows that you are confident and proud to be representing your establishment! 27 00:01:47,690 --> 00:01:51,840 When interacting with Guests, particularly if they are seated, 28 00:01:51,860 --> 00:01:55,600 lean in slightly to show you are listening carefully! 29 00:01:55,620 --> 00:01:59,310 Bad posture is when you slouch (freeze frame) - 30 00:01:59,330 --> 00:02:04,410 your shoulders are drooping, your back is curved and your head is down. 31 00:02:04,430 --> 00:02:06,960 This shows that you are not interested in the Guest 32 00:02:06,980 --> 00:02:09,330 and you don't care about them. 33 00:02:09,350 --> 00:02:12,560 Be aware of where your arms are. 34 00:02:12,580 --> 00:02:16,270 Stand up tall with your arms in front of you, or at your sides. 35 00:02:16,290 --> 00:02:20,280 This shows that you are alert and ready to help the Guest, 36 00:02:20,300 --> 00:02:22,610 but when you have your arms crossed in front of you - 37 00:02:22,630 --> 00:02:26,880 which is closed body language - or behind you like a soldier, 38 00:02:26,900 --> 00:02:30,600 it makes you look unfriendly and unapproachable. 39 00:02:30,620 --> 00:02:35,450 On the other hand, open body language shows a readiness to face the world! 40 00:02:35,470 --> 00:02:39,390 When serving a meal or presenting the Guest with the menu, 41 00:02:39,410 --> 00:02:44,360 always do so with open body language - love the Guest! 42 00:02:44,380 --> 00:02:47,490 This means, if you are serving the Guest from the right side, 43 00:02:47,510 --> 00:02:51,760 you should serve them with your right hand. In the same way, 44 00:02:51,780 --> 00:02:56,160 if you are serving from the left, you should use your left hand. 45 00:02:56,180 --> 00:03:00,650 Look what happens when you serve the Guest with closed body language - 46 00:03:00,670 --> 00:03:05,810 your back is turned to them and they have to look at your back instead of your face. 47 00:03:05,830 --> 00:03:11,250 Now let's talk about eye contact. 48 00:03:11,270 --> 00:03:15,400 You should always look Guests in the eye when you speak to them. 49 00:03:15,420 --> 00:03:21,130 This shows the Guest that they have your full attention and that you are confident. 50 00:03:21,150 --> 00:03:25,200 If you look down, or start looking everywhere except at the Guest, 51 00:03:25,220 --> 00:03:27,920 they will think that you have somewhere more important to be, 52 00:03:27,940 --> 00:03:30,640 or that you're thinking about other things. 53 00:03:30,660 --> 00:03:32,680 When you're with the Guest, 54 00:03:32,700 --> 00:03:36,980 look at them to show that they are the only person on your mind! 55 00:03:37,000 --> 00:03:41,010 Eye contact is incredibly valuable during service. 56 00:03:41,030 --> 00:03:43,920 Guests will often communicate through eye contact 57 00:03:43,940 --> 00:03:47,000 so be on the lookout for Guests trying to catch your eye, 58 00:03:47,020 --> 00:03:51,210 and respond immediately to show that you saw them. 59 00:03:51,230 --> 00:03:54,630 You'll also use eye contact to communicate with your colleagues - 60 00:03:54,650 --> 00:03:58,640 by using your eyes you can quickly and silently communicate 61 00:03:58,660 --> 00:04:03,040 that you need help or signal towards a table. 62 00:04:03,060 --> 00:04:07,030 Next is your expression. 63 00:04:07,050 --> 00:04:11,080 A smile is possibly the simplest way to make your Guest feel welcome, 64 00:04:11,100 --> 00:04:16,430 comfortable and at ease immediately. So the moment you spot a Guest, 65 00:04:16,450 --> 00:04:20,410 show them your warmest, brightest smile! 66 00:04:20,430 --> 00:04:23,440 Sure, there are days where you're tired or stressed, 67 00:04:23,460 --> 00:04:27,510 but it's your responsibility to make the Guest feel welcome and relaxed - 68 00:04:27,530 --> 00:04:31,340 after all, the Guest is paying to be there. 69 00:04:31,360 --> 00:04:36,690 Frowning, looking annoyed or bored tells the Guest that you don't want to be there 70 00:04:36,710 --> 00:04:41,160 and may make them unwilling to ask you for assistance. 71 00:04:41,180 --> 00:04:44,520 Now let's look at hands. 72 00:04:44,540 --> 00:04:49,720 How you use your hands can signal many different messages to the Guest. 73 00:04:49,740 --> 00:04:59,668 Have a look at the following sequence (Seating the Guest): 74 00:04:59,688 --> 00:05:09,669 75 00:05:09,689 --> 00:05:13,600 76 00:05:13,620 --> 00:05:15,280 In the first example, 77 00:05:15,300 --> 00:05:18,460 the waiter greeted and seated the Guest with good body language 78 00:05:18,480 --> 00:05:23,460 and gestured towards the chair using an open palm. 79 00:05:23,480 --> 00:05:28,470 In the second example, the waiter used his finger to point to the chair. 80 00:05:28,490 --> 00:05:31,520 Pointing is considered very rude and aggressive 81 00:05:31,540 --> 00:05:35,810 and makes it look at though you're accusing the chair of doing something wrong. 82 00:05:35,830 --> 00:05:39,840 You'll also use your hands when communicating with the Guest 83 00:05:39,860 --> 00:05:42,460 about menu items to help describe the dishes 84 00:05:42,480 --> 00:05:45,840 and show the Guest that you are excited about the food. 85 00:05:45,860 --> 00:05:50,550 This will help get the Guest excited about the food too. 86 00:05:50,570 --> 00:05:54,430 Let's move on to movement. 87 00:05:54,450 --> 00:05:59,170 The way you move through the dining area also communicates to the Guest. 88 00:05:59,190 --> 00:06:03,760 There are two extremes we want to avoid here. Firstly, don't run. 89 00:06:03,780 --> 00:06:11,030 This is obviously dangerous, but it also creates a sense of panic and chaos. 90 00:06:11,050 --> 00:06:15,250 Secondly, you don't want to walk too slowly - 91 00:06:15,270 --> 00:06:17,650 this can create the impression that you're lazy 92 00:06:17,670 --> 00:06:21,800 or you're not treating the Guests' requests as serious. 93 00:06:21,820 --> 00:06:27,280 To get your movement just right, walk, don't run, but walk with purpose. 94 00:06:27,300 --> 00:06:28,920 Also move lightly - 95 00:06:28,940 --> 00:06:34,290 stomping around in the dining area looks inelegant and is noisy. 96 00:06:34,310 --> 00:06:36,160 When it comes to foot traffic, 97 00:06:36,180 --> 00:06:38,480 an accepted rule in service is to pass 98 00:06:38,500 --> 00:06:42,050 moving members of staff by keeping to the right - 99 00:06:42,070 --> 00:06:46,790 this keeps collisions to a minimum and avoids this type of situation. 100 00:06:46,810 --> 00:06:53,480 Always stand back for Guests and acknowledge them. 101 00:06:53,500 --> 00:06:59,170 The Guest will feel very uncared for if you push in front of them or ignore them. 102 00:06:59,190 --> 00:07:04,370 It will be useful for you as a team to make a rules about who has right of way. 103 00:07:04,390 --> 00:07:05,990 One example would be: 104 00:07:06,010 --> 00:07:08,490 Guests always have right of way, 105 00:07:08,510 --> 00:07:11,650 then waiters accompanying Guests, 106 00:07:11,670 --> 00:07:14,580 next waiters with hot plates, 107 00:07:14,600 --> 00:07:17,930 after that, waiters with cold food, 108 00:07:17,950 --> 00:07:21,890 followed by,waiters with empty plates and finally 109 00:07:21,910 --> 00:07:30,120 empty-handed waiters. 110 00:07:30,140 --> 00:07:36,280 So, to recap, there are five main areas when thinking about your body language: 111 00:07:36,300 --> 00:07:37,750 Your posture. 112 00:07:37,770 --> 00:07:39,470 Eye contact. 113 00:07:39,490 --> 00:07:41,360 Your expression. 114 00:07:41,380 --> 00:07:43,090 Your hands. 115 00:07:43,110 --> 00:07:46,090 and your Movement. 116 00:07:46,110 --> 00:07:48,680 Good luck perfecting your body language - 117 00:07:48,700 --> 00:08:03,460 remember it's these types of details that make your establishment great!	Translation - French 1 00:00:07,665 --> 00:00:08,940 2 00:00:08,960 --> 00:00:12,150 Notions de base sur le langage corporel 3 00:00:12,170 --> 00:00:15,570 Dans cette leçon, nous parlerons de ce que nous communiquons aux autres 4 00:00:15,590 --> 00:00:19,710 parfois sans ouvrir la bouche. En d'autres termes, nous étudierons le langage corporel 5 00:00:19,730 --> 00:00:24,250 qui désigne simplement tout ce que nous disons aux autres à travers notre corps. 6 00:00:24,270 --> 00:00:27,780 Regardez Matt ici - Comment se sent-il à votre avis? 7 00:00:27,800 --> 00:00:31,890 Il semble fatigué alors qu'il ne vous a rien dit. 8 00:00:31,910 --> 00:00:35,550 Vous n'avez eu qu'à le regarder pour le savoir. En revanche, 9 00:00:35,570 --> 00:00:40,630 regardez Matt maintenant (apparaît la photo d'un serveur souriant). Il est accueillant et toujours prêt à servir. 10 00:00:40,650 --> 00:00:46,230 Grâce à ces exemples, il est facile de donner foi à l'étude selon laquelle 11 00:00:46,250 --> 00:00:50,890 55% de ce que nous disons aux autres se fait à travers notre langage corporel 12 00:00:50,910 --> 00:00:56,800 et non grâce à nos mots, notre posture, nos gestes ou notre façon de bouger. 13 00:00:56,820 --> 00:01:01,840 Pour dire une chose, nous n'utilisons des mots qu'à 7% 14 00:01:01,860 --> 00:01:07,780 alors que le ton de notre voix ou notre manière de la dire représente 38%. 15 00:01:07,800 --> 00:01:09,800 Voici quelques composantes du langage corporel 16 00:01:09,820 --> 00:01:13,000 dont nous verrons la signification: 17 00:01:13,020 --> 00:01:14,600 La posture, 18 00:01:14,620 --> 00:01:16,600 Le contact visuel, 19 00:01:16,620 --> 00:01:18,610 Les expressions du visage, 20 00:01:18,630 --> 00:01:20,230 La gestuelle et 21 00:01:20,250 --> 00:01:22,970 la façon de se déplacer. 22 00:01:22,990 --> 00:01:30,180 Étudions ces composantes en détail en commençant par la posture. 23 00:01:30,200 --> 00:01:33,170 La posture désigne votre manière de vous tenir - 24 00:01:33,190 --> 00:01:37,270 la position que prend votre corps lorsque vous êtes debout ou assis. (Voir Photo:) 25 00:01:37,290 --> 00:01:42,890 Avoir une bonne posture veut dire se tenir droit, avec les épaules rejetées vers l'arrière et la tête haute. 26 00:01:42,910 --> 00:01:47,670 Cela montre que vous avez confiance en vous et combien vous êtes fier de représenter votre établissement! 27 00:01:47,690 --> 00:01:51,840 Lorsque vous êtes en présence d'un client et qu'il est assis, 28 00:01:51,860 --> 00:01:55,600 penchez-vous légèrement vers lui pour lui montrer que l'écoutez avec attention! 29 00:01:55,620 --> 00:01:59,310 La mauvaise posture elle signifie avoir le dos courbé, 30 00:01:59,330 --> 00:02:04,410 les épaules affaissées, la colonne vertébrale voutée et la tête baissée (Voir photo). 31 00:02:04,430 --> 00:02:06,960 Elle est souvent la preuve que vous vous désintéressez d'un client 32 00:02:06,980 --> 00:02:09,330 que vous ne vous souciez pas de son bien-être. 33 00:02:09,350 --> 00:02:12,560 Veillez aussi à bien positionner vos mains. 34 00:02:12,580 --> 00:02:16,270 Tenez-vous bien droit avec elles soit devant vous, soit le long de votre corps. 35 00:02:16,290 --> 00:02:20,280 Cette posture montrera au client que vous êtes à son écoute et prêt à l'aider. 36 00:02:20,300 --> 00:02:22,610 Par contre, si vous croisez vos mains devant vous, 37 00:02:22,630 --> 00:02:26,880 vous adoptez un langage corporel fermé. Et si vous les croisez dans votre dos comme le ferait un soldat, 38 00:02:26,900 --> 00:02:30,600 cela indiquera que vous n'êtes ni accueillant ni accessible. 39 00:02:30,620 --> 00:02:35,450 Toutes ces postures sont à l'opposé du langage corporel ouvert qui montre que vous êtes prêt à accueillir le monde entier s'il le faut! 40 00:02:35,470 --> 00:02:39,390 C'est donc lui que vous devez adopter chaque fois que vous servez un repas à un client 41 00:02:39,410 --> 00:02:44,360 ou que vous lui présentez un menu - offrez au client votre meilleur service! 42 00:02:44,380 --> 00:02:47,490 Cela signifie que si vous servez ce client sur sa droite, 43 00:02:47,510 --> 00:02:51,760 utilisez votre main droite et si vous le servez sur sa gauche, 44 00:02:51,780 --> 00:02:56,160 utilisez plutôt votre main gauche. 45 00:02:56,180 --> 00:03:00,650 Voici ce qui se passe quand au contraire vous optez pour un langage corporel fermé: 46 00:03:00,670 --> 00:03:05,810 vous tournez le dos au client, ce qui l'oblige à ne pas voir votre visage. 47 00:03:05,830 --> 00:03:11,250 Passons maintenant au contact visuel. 48 00:03:11,270 --> 00:03:15,400 Lorsque vous parlez à un client, regardez-le toujours dans les yeux. 49 00:03:15,420 --> 00:03:21,130 Il comprendra alors qu'il a toute votre attention et que vous avez confiance en vous. 50 00:03:21,150 --> 00:03:25,200 Par contre, si vous regardez le sol ou tout sauf lui, 51 00:03:25,220 --> 00:03:27,920 il pensera que vous avez mieux à faire 52 00:03:27,940 --> 00:03:30,640 ou que vous avez la tête ailleurs. 53 00:03:30,660 --> 00:03:32,680 Par ailleurs, en présence d'un client, 54 00:03:32,700 --> 00:03:36,980 ne regardez que lui pour qu'il sache que lui seul vous intéresse! 55 00:03:37,000 --> 00:03:41,010 Le contact visuel a également une grande importance lors du service. 56 00:03:41,030 --> 00:03:43,920 En effet, le client ne communique souvent que par lui. 57 00:03:43,940 --> 00:03:47,000 Soyez donc toujours à l'affût des clients qui chercheront à accrocher votre regard 58 00:03:47,020 --> 00:03:51,210 et répondez sans tarder à leurs besoins pour qu'ils sachent que vous les avez vus. 59 00:03:51,230 --> 00:03:54,630 Utilisez aussi le contact visuel pour communiquer avec vos collègues - 60 00:03:54,650 --> 00:03:58,640 avec un seul regard, ils comprendront en silence et plus vite 61 00:03:58,660 --> 00:04:03,040 que vous avez besoin de leur aide à une table. 62 00:04:03,060 --> 00:04:07,030 Parlons à présent des expressions du visage. 63 00:04:07,050 --> 00:04:11,080 Il n'y a rien de plus simple qu'un sourire pour qu'un client se sente 64 00:04:11,100 --> 00:04:16,430 tout de suite estimé, à l'aise et le bienvenu. C'est pourquoi dès que vous en croiserez un, 65 00:04:16,450 --> 00:04:20,410 adressez-lui votre plus beau et chaleureux sourire! 66 00:04:20,430 --> 00:04:23,440 Bien entendu, il y aura des jours où vous serez fatigué ou stressé. 67 00:04:23,460 --> 00:04:27,510 Seulement, même en ces occasions, n'oubliez pas que votre mission est de mettre le client à l'aise. 68 00:04:27,530 --> 00:04:31,340 Après tout, il paie pour être chez vous! 69 00:04:31,360 --> 00:04:36,690 Évitez donc d'avoir les sourcils froncés, l'air énervé ou ennuyé car, le client pensera qu'il n'est pas le bienvenu 70 00:04:36,710 --> 00:04:41,160 et hésitera à solliciter votre aide. 71 00:04:41,180 --> 00:04:44,520 Voyons ce que nous pouvons dire sur la gestuelle. 72 00:04:44,540 --> 00:04:49,720 Ce qu'un client comprend dépend de comment vous utilisez vos mains. 73 00:04:49,740 --> 00:04:59,668 Regardez ces images sur comment installer un client: 74 00:04:59,688 --> 00:05:09,669 75 00:05:09,689 --> 00:05:13,600 76 00:05:13,620 --> 00:05:15,280 Dans la première, 77 00:05:15,300 --> 00:05:18,460 le serveur salue le client et le fait asseoir en utilisant un langage corporel ouvert 78 00:05:18,480 --> 00:05:23,460 et lui désigne son siège avec la main tendue, la paume ouverte et tournée vers le haut. 79 00:05:23,480 --> 00:05:28,470 Dans la seconde image par contre, le serveur désigne le siège du doigt, 80 00:05:28,490 --> 00:05:31,520 geste jugé très agressif et malpoli. 81 00:05:31,540 --> 00:05:35,810 En effet, on a l'impression qu'il accuse ce siège d'un quelconque délit. 82 00:05:35,830 --> 00:05:39,840 Veillez aussi à utiliser vos mains pour présenter un menu au client 83 00:05:39,860 --> 00:05:42,460 et lui décrire les plats qui y figurent. 84 00:05:42,480 --> 00:05:45,840 Cela rendra votre présentation plus vivante 85 00:05:45,860 --> 00:05:50,550 tout en donnant au client l'envie de manger. 86 00:05:50,570 --> 00:05:54,430 Intéressons-nous à la façon de se déplacer 87 00:05:54,450 --> 00:05:59,170 Votre façon de vous déplacer dans une salle à manger parle au client 88 00:05:59,190 --> 00:06:03,760 aussi, vous devez éviter ces deux extrêmes: courir et marcher lentement. Courir d'un côté 89 00:06:03,780 --> 00:06:11,030 est de toute évidence dangereux et déclencherait panique et chaos autour de vous. 90 00:06:11,050 --> 00:06:15,250 D'un autre côté, marcher lentement 91 00:06:15,270 --> 00:06:17,650 pourrait laisser supposer que vous êtes paresseux 92 00:06:17,670 --> 00:06:21,800 ou que vous ne traitez pas la requête du client avec le sérieux nécessaire. 93 00:06:21,820 --> 00:06:27,280 Pour faire court, il est préférable que vous marchiez à un rythme raisonnable. 94 00:06:27,300 --> 00:06:28,920 Bien plus, dans une salle à manger, marchez à pas de loup car, 95 00:06:28,940 --> 00:06:34,290 le contraire est de mauvais goût et plutôt bruyant. 96 00:06:34,310 --> 00:06:36,160 Pour ce qui est de comment circuler dans la salle, 97 00:06:36,180 --> 00:06:38,480 la règle veut que 98 00:06:38,500 --> 00:06:42,050 le personnel actif passe par le côté droit du client, 99 00:06:42,070 --> 00:06:46,790 ce qui réduit la fréquence des collisions et bien d'autres accidents. 100 00:06:46,810 --> 00:06:53,480 De même, laissez toujours le client passer en premier et saluez-le. 101 00:06:53,500 --> 00:06:59,170 sinon, il ne pourra que penser qu'il n'est pas bien traité. 102 00:06:59,190 --> 00:07:04,370 Il est donc crucial d'établir des règles dans votre équipe pour déterminer leur ordre de passage et celui des clients. 103 00:07:04,390 --> 00:07:05,990 En voici un exemple: 104 00:07:06,010 --> 00:07:08,490 L'employé cèdera toujours passage au client, 105 00:07:08,510 --> 00:07:11,650 puis, viendront les serveurs qui conduisent les client à leurs tables, 106 00:07:11,670 --> 00:07:14,580 ceux qui portent les plats chauds, 107 00:07:14,600 --> 00:07:17,930 ceux qui portent les plats froids suivis 108 00:07:17,950 --> 00:07:21,890 ceux qui portent les plats vides et enfin on aura 109 00:07:21,910 --> 00:07:30,120 les serveurs qui ne portent rien. 110 00:07:30,140 --> 00:07:36,280 En résumé, le langage corporel a cinq composantes qui sont: 111 00:07:36,300 --> 00:07:37,750 La posture, 112 00:07:37,770 --> 00:07:39,470 Le contact visuel, 113 00:07:39,490 --> 00:07:41,360 Les expressions du visage, 114 00:07:41,380 --> 00:07:43,090 La gestuelle, 115 00:07:43,110 --> 00:07:46,090 et la façon de se déplacer. 116 00:07:46,110 --> 00:07:48,680 Perfectionnez votre langage corporel 117 00:07:48,700 --> 00:08:03,460 et n'oubliez pas que ce sont les détails ci-dessus qui feront la renommée de votre établissement. Bonne chance!

Other - Mac Darwin Vocationnal Training School

Years of experience: 17. Registered at ProZ.com: Mar 2013.

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English to French (Mac Darwin Vocationnal Training School)

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Across, Microsoft Excel, Microsoft Word, Antidote, Termiun, Passolo, Powerpoint, Trados Studio, Wordfast

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Serious, dedicated, time-conscious, reliable, fast and accurate English-French-English Translator with more than five years of experience in various domains. Hire me and secure a high quality translation delivered on time.

Keywords: french, english, translation, hospitality, engineering, general, literature, official documents

Profile last updated
Nov 24, 2014

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