First Assignment
Objective of the Assignment is to understand how communication occurs and basic elements involved in the process of communication.
Instruction:
- Understand the communication process and elements involved in it from the discussion with the teacher and from the study of material provided. Write down what you understand as an introduction to the assignment.
- Think of a day-to-day situation where you faced some problem and the reason was wrong communication.Exchange your communication case with your class mate and find the solution to the problem case.
- Solve the following case on communication.
Effective Communication as a Motivator
One common complaint
employees 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 then compare your answers to the
Notes to Supplement Answers section.
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 quality 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 handwashing, 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.
Questions:
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?
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