Case Study Project - Effective Communication as a Motivator

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Case Study Project

Total Marks: 100

Effective Communication as a Motivator

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.

Question.1.         What are the communication challenges and barriers Barry faces?

Answer:Barriers:

a. Language barriers: Most of the employees weren’t Fuent in English which led to verbal communication a challenge at times.

b. Generational (age) barriers :The generation gap difference is another challenge Barry was facing as each age group has a different preferred method of communication. While the younger generation might prefer to receive text messages as their preferred way of communication, older employees may not ²nd this method of communication acceptable. Work values and attitudes may also affect communication between younger and older employees.

c. Cultural and ethnic barriers: Cultural differences in

Question.2.         What solutions might Barry consider in addressing each of these challenges and barriers?

Answer:Barry might consider the following solutions to the identi²ed challenges and barriers:

A) Language barriers: Well this can be addressed by posting signs in employees’ primary language. Putting signage with visuals, not just words.

B) Generational (age) barriers: having employees in various age categories can pose a unique set of challenges. While the younger generation is used to texting and using shortened messaging, their vocabulary may not be consistent with that of older employees. Work values and attitudes may also affect communication between younger and older employees.

C) Cultural and ethnic barriers: Barry may need to

Question.3.         What Standard Operating Procedures (SOPs) would be helpful for Barry to implement and enforce?

Answer:The Business Dictionary states that a Standard Operating Procedure (SOP) must be a written document that can be used as guidance any time a specific task or project is undertaken. In other word, SOP is explaining how policy is implemented to the work place. SOP may be written as a policy or it may also write as document. An effective SOP can be communicate with who perform the ask, what the materials are needed to complete the task, where is the task should take place, when should the task be perform and how the person can enforce the task. In this case study, SOP can identify who, what, where, when and how of food service practices for employees. There are five elements that should include in SOP, which are

Question.4.         What are some ways Barry might use effective communication as a motivator for employees to follow safe food handling practices?

Answer:Communicating openly with your employees is a reliable way to motivate them and improve office morale. If you feel like you already communicate adequately with your employees, think again — your definitions of effective communication may differ from those of your employees. By allowing your employees to determine the boundaries of communication as much as you do, you give them a sense of power, belonging, camaraderie and responsibility that are crucial to fostering a sense of motivation. When the lines of communication are

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