BACKGROUND: One common complaint employee’s voice about supervisors is inconsistent messages – meaning one supervisor tells them one thing and another tells them something different. Imagine you are the supervisor/manager for each of the employees described below. As you read their case, give consideration to how you might help communicate with the employee to remedy the conflict. Answer the critical thinking questions at the end of the case. THE CASE: Barry is a 27-year old who is a foodservice manager at a casual dining restaurant. Barry is responsible for supervising and managing all employees in the back of the house. Employees working in the back of the house range in age from 16 years old to 55 years old. In addition, the employees come from diverse cultural and ethnic backgrounds. For many, English is not their primary language. Barry is ServSafe® certified and tries his best to keep up with food safety issues in the kitchen but he admits it’s not easy. Employees receive “on the job training” about food safety basics (for example, appropriate hygiene and hand washing, time/temperature, and cleaning and sanitizing). But with high turnover of employees, training is often rushed and some new employees are put right into the job without training if it is a busy day. Eventually, most employees get some kind of food safety training. The owners of the restaurant are supportive of Barry in his food safety efforts because they know if a food safety outbreak were ever linked to their restaurant; it would likely put them out of business. Still, the owners note there are additional costs for training and making sure food is handled safely. One day Barry comes to work and is rather upset even before he steps into the restaurant. Things haven’t been going well at home and he was lucky to rummage through some of the dirty laundry and find a relatively clean outfit to wear for work. He admits he needs a haircut and a good hand scrubbing, especially after working on his car last evening. When he walks into the kitchen he notices several trays of uncooked meat sitting out in the kitchen area. It appears these have been sitting at room temperature for quite some time. Barry is frustrated and doesn’t know what to do. He feels like he is beating his head against a brick wall when it comes to getting employees to practice food safety. Barry has taken many efforts to get employees to be safe in how they handle food. He has huge signs posted all over the kitchen with these words: KEEP HOT FOOD HOT AND COLD FOOD COLD and WASH YOUR HANDS ALWAYS AND OFTEN. All employees are given a thermometer when they start so that they can temp food. Hand sinks, soap, and paper towels are available for employees so that they are encouraged to wash their hands frequently. Answer all the Questions, total carries 50 marks. 1. What are the communication challenges and barriers Barry faces? 2. What solutions might Barry consider in addressing each of these challenges and barriers? 3. What Standard Operating Procedures (SOPs) would be helpful for Barry to implement and enforce? 4. What are some ways Barry might use effective communication as a motivator for employees to follow safe food handling practices?

1. Communication Challenges:
Language Barriers: As English is not first language of all employees
Age barriers: There were group of young people as well as old age employees working together
Non Verbal challenges: The appearance of Barry
Cultural barriers: The differences may be there in food and safety practices
Emotional barriers: Negative emotions of Barrys when coming to work.
2. Solutions for Barry:
Language Barriers: He should learn some commonly used words. he must also use Signage. Understanding the primary language of employees
Age barriers: He should try rather learn to communicate with the people to the generation to which they belong to to ease of performing his routine tasks
Non Verbal challenges: He has to work hard to have a smart appealing look. He should work on cleanliness specially. This non verbal challenge will reduce half of its problem as it reflects positivity or negativity at the work space.
Cultural barriers: Barry must learn to identify cultural priorities and differences with the group of people he is working for. He must understand it and make rule as per their thinking so as to avoid clashes in the future.
Emotional barriers: He must check his attitude and behavior before starting to work He has to develop a positive attitude to succeed and must learn to think business when he is not at home and working in the organization with his colleagues.
3. Standard operating procedures: He must devise SOPs and should implement them for the benefits of employees as well as new joineres. This will help in giving proper direction to the company and will create a desired set rules to be followed by everyone. Hence, he should make SOPs for the following:
Employee orientation for new joinees
Employee health and personal hygiene
4. Ways to use effective communication in motivating employees:
Must be sincere himself when it comes to hygiene
Encourage when employees follow safe food handling behavior
Use proper way of communication and tone when talking to people of desired age group
Be a role model specially in Non verbal communication
 
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