S.

no Content Page No
1 Summary
2 Reference
A. Business communication by Shalini Verm
B. Serve Safe- Wiki
C. www.meatsafety.org/ht/d/sp/i/26023/pid/26023
D. Operational standard manual by JETRO
3 Certification
A. Serve safe
4 Questions
1. Communication challenges and Barriers
2. Solutions for Barriers
3. Standard operating procedure
4. Effective communication to motivate employees
 Case Study : 1

Barry and Communication Barriers

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.
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 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. 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.
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.
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.
Reference:

 Business communication by Shalini verma

 Serve Safe In Wikipedia
 www.meatsafety.org/ht/d/sp/i/26023/pid/26023
 Operational standard manual by JETRO
SERVE SAFE:

It is a food and beverage safety training and certificate programme administrated by

the national restaurant. The programme is accredited by ANSI ( AMERICAN NATIONAL
STANDARD INSTITUE) of the conference for food protection as a basic credential for their
management stuff.

Questions :

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

We are pointed out some challenges which Barry faced. They’re:

INTRA PERSONAL:
1. Psychological – Lack of focus
2. Perception - Mental block
3. Attitudinal – Judgement
INTER PERSONAL:
1. Lack of knowledge
2. Lack of respect
3. Lack of attitude
4. Lack of social intelligence
5. Time deficit
6. Under qualification
7. Lack of delivering mode
8. Use of technical jargons
ENVIRONMENTAL:
1. Technical glitches
2. Status
3. Hierarchical
4. Norms of behaviour and attitude

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

S.no Identification Solution

1  16 to 55 years Proper communication
  Diverse culture and ethinic back ground channel and Non verbal
 English is not primary language communication
2  Lack of knowledge Training visual presentation
 Educated or not and Hands on Training
3  Time deficit Proper planning and staffing
 Rush
4  cost for training Shadowing and internal
training
5  Emotional Work life and emotional
 Family issue balance
6  Lack of interest/ knowledge Monitoring, employee
friendly, motivation,
controlling, Timely
observation
7  Language competency and technical glitches Proper selection of words ,
Etymology, syntactical, Non
verbal

3Q. what standard operating procedure would be helpful for Barry to implement and enforce?

Standard operating procedure:

A standard operating procedure (SOP) is a set of step-by-step instructions compiled by an

organization to help workers carry out complex routine operations.

SOPs aim to achieve efficiency, quality output and uniformity of performance, while
reducing miscommunication and failure to comply with industry regulations.

Food becomes contaminated when harmful bacteria are present in food. Below are the
following categories ;

1. Biological Hazard
2. Chemical Hazard
3. Physical Hazard
Barriers identified in the case study and solution based on the SOP :

 Raw meat stored for longer period in the room temperature.

Prior to preparation the temperature of the meat should be at or below 40 degrees Fahrenheit.

Some preventive measures :

Human hands may carry viruses and bacteria. For preventing it is recommended that
restaurant staff wash their hands.

1. Immediately before reporting to shift/work.

2. Immediately after handling raw products, trash or money.
3. After telephone or restroom usage.
4. Before and after eating at break.

For proper hand washing, the following is recommended:

1. The sink area must be properly stocked with disinfectant soap and paper towels.
2. Run your hands under warm water.
3. Lather your hands upto your elbows with disinfectant soaps , scrubbing between
fingers and around nails removing soil, dirt and bacteria.

About personal hygiene :

1. Keep finger nails clean and trimmed.

2. Avoid large jewellery items which may collect and retain dirt, dust/food.
3. Confine from touching food when ill/exposed cuts, wounds or infections.

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

 Creating awareness about personal hygiene on health.

 Frequent meetings
 Rewarding
 Building a positive employee relation environment
 Constructive and positive feed back