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9/12/19 1 Using food safety as a case study, Present the importance of communica:ons to mee:ng organiza:onal goals and objec:ves. Describe the manager’s four faces of communica:on and how these can be implemented effec:vely. Give strategies for improving the effec:veness of communica:ons in a foodservice organiza:on. “Communica:on is a skill you can learn. It’s like riding a bicycle or typing. If you work at it, you can rapidly improve the quality of every part of your life” Brian Tracy, Author 1. Source 2. Encoding 3. Message 4. Channel 5. Receiver 6. Decoding 7. Noise 8. Feedback Verbal/Oral: What We Say & How We Say It Word choice Tone/volume Nonverbal: Our body language, gestures, facial expressions, and dress Accounts for about 65-90% of our communica:on, dependent on what is being conveyed (Birdwhistell,1970; Mehrabain,1970). Wri/en: Employees as audience o i.e. SOPs Customer/consumer as audience o i.e. Menu disclaimer (allergen)

Webinar 4 - Communication in Food Safety-FINAL · 2019-09-12 · [email protected] Title: Webinar 4 - Communication in Food Safety-FINAL.ppt Author: Paige Resendiz - Bunzl

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Page 1: Webinar 4 - Communication in Food Safety-FINAL · 2019-09-12 · FoodSafety@foodhandler.com Title: Webinar 4 - Communication in Food Safety-FINAL.ppt Author: Paige Resendiz - Bunzl

9/12/19

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Usingfoodsafetyasacasestudy,•  Presenttheimportanceofcommunica:onstomee:ngorganiza:onalgoals

andobjec:ves.•  Describethemanager’sfourfacesofcommunica:onandhowthesecanbe

implementedeffec:vely.•  Givestrategiesforimprovingtheeffec:venessofcommunica:onsina

foodserviceorganiza:on.

“Communica:onisaskillyoucanlearn.It’slikeridingabicycleortyping.Ifyouworkatit,youcanrapidlyimprovethequalityofeverypartofyourlife”BrianTracy,Author

1.  Source2.  Encoding3. Message4.  Channel5.  Receiver6.  Decoding7.  Noise8.  Feedback

Verbal/Oral:WhatWeSay&HowWeSayIt•  Wordchoice•  Tone/volume

Nonverbal:•  Ourbodylanguage,gestures,facial

expressions,anddress•  Accountsforabout65-90%ofour

communica:on,dependentonwhatisbeingconveyed(Birdwhistell,1970;Mehrabain,1970).

Wri/en:•  Employeesasaudience

o  i.e.SOPs•  Customer/consumerasaudience

o  i.e.Menudisclaimer(allergen)

Page 2: Webinar 4 - Communication in Food Safety-FINAL · 2019-09-12 · FoodSafety@foodhandler.com Title: Webinar 4 - Communication in Food Safety-FINAL.ppt Author: Paige Resendiz - Bunzl

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•  Email•  Text•  Mee:ng(face-to-face)•  Phonecall•  Poster

Employee Manager

??

Clean and sanitize your work

area, please.

Employee Manager

OK What are all these

crumbs?

Employee

Manager

You told me to clean it.

•  Physical•  PerceptualandPreference•  Emo:onal•  Diversity•  LanguageandLiteracy

Howmanyofyoueverhadadirec:vetoothersintheopera:onsmisunderstood?

Page 3: Webinar 4 - Communication in Food Safety-FINAL · 2019-09-12 · FoodSafety@foodhandler.com Title: Webinar 4 - Communication in Food Safety-FINAL.ppt Author: Paige Resendiz - Bunzl

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•  Foodsafetymessagesandtraining

•  Recogni:onforfoodsafetyprac:ces

•  Coachingifnoncompliancewithfoodsafetyprac:ces

•  Distance•  Equipment•  Accessible

1.  Talkinaquieterareaofthekitchen.

2.  Movecloserratherthanyellingacrossthekitchen.

3.  Makeinforma:onavailableataplacethatisaccessibleandconvenient.

Managersshouldrecognize:

•  Stress•  Anger•  Excitement•  Sadness•  Fear•  Anxiety

Managersshould:•  Consider:meofcommunica:on•  Prac:ceempathy•  U:lizeemo:onalintelligence

skills

“Peoplewillforgetwhatyousaid,peoplewillforgetwhatyoudid,butpeoplewillneverforgethowyoumadethemfeel.”MayaAngelou,Authorandac:vist

•  Genera:ons

•  Ethnicity

•  Disabili:es

Page 4: Webinar 4 - Communication in Food Safety-FINAL · 2019-09-12 · FoodSafety@foodhandler.com Title: Webinar 4 - Communication in Food Safety-FINAL.ppt Author: Paige Resendiz - Bunzl

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•  Aboutthesourceorsender•  18-29yearolds:Preferredcoworker•  30overolder:Preferredamanageror

“outsider”(Arendtet.al,2014)•  Aboutthemedium

•  18-29yearolds:Workplacein-services,workshops,YouTubevideos

•  30-49yearolds:Computer,workplacein-services,andinformalmee:ngs

•  50-59yearolds:Workplacein-services,workshops

(Arendt,et.al,2014)

Managersshould:•  Recognizeownbiasand

percep:ons•  Considerbestsourcefor

audience•  Considerbestmediumor

mediumsforaudience

Managersshould:•  Learnaboutgenera:onaldifferences•  Respectethnicdifferences•  Makeaccommoda:ons

•  Language

•  Literacy

•  KISS:KeepItShort&Simple

•  Consideruseofvisualsand/orotherlanguages

Page 5: Webinar 4 - Communication in Food Safety-FINAL · 2019-09-12 · FoodSafety@foodhandler.com Title: Webinar 4 - Communication in Food Safety-FINAL.ppt Author: Paige Resendiz - Bunzl

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Habit5:“SeekFirsttoUnderstandThentoBeUnderstood”(Source:StephenR.Covey,The7HabitsofHighlyEffecLvePeople)

1.  Hearing2.  Understanding3.  Remembering4.  Interpre:ng5.  Evalua:on

HelpsinunderstandingtheWhy

1.  Preventsproblems2.  Iden:fiesexpecta:onstoemployees3.  Helpsmo:vateemployees4.  Promotes“civility”intheworkplace

(Porath,2016)

Howmanyofyouareinworkplacesinwhichyouwouldsayhaveastrongcultureoffoodsafety?

•  Managersspendupto6hoursadayincommunica:on

•  Communica:onshowsthelinkbetweenorganiza:onalgoals,objec:vesandwhatemployeesdoonaday-to-daybasis

•  WIFM-What’sinitforme?

•  WIFO-What’sinitforothers?

Page 6: Webinar 4 - Communication in Food Safety-FINAL · 2019-09-12 · FoodSafety@foodhandler.com Title: Webinar 4 - Communication in Food Safety-FINAL.ppt Author: Paige Resendiz - Bunzl

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1.  Staff(downwardontheorganiza:onalchart)2.  Internalpeers(sidewaysontheorganiza:onalchart)3.  Managers’bosses(upwardontheorganiza:onalchart)4.  Externalaudiencesorcustomers

•  Ourresearchlookedatwhystaffdon’tfollowsafefoodhandlingbehaviors(Arendt,Strohbehn,Jun,2015):

•  forgot/notahabit“Ihonestlyforgottotaketemperatures”

•  don’tlikethenega:veeffects“handwashingdriesoutmyhands”

•  lackofknowledge“IthoughtbecauseIwaswearinggloves,Ididn’tneedtowashmyhands”

•  workplaceculture“herewedon’trequireanything”

Forgot/NotahabitNega:veeffectsLackofknowledge/RetrainingWorkplaceculture

Communica:onremindersCommunica:onsolu:onsCommunicatethroughtrainingCommunicateduringorienta:on&ongoing

Posi:ve:“WashYourHands”Nega:ve:“Don’twearnailpolish”Ra:onaleorMo:va:ontoWhy:“Washinghandskeepsfoodsafeforourcustomers”

Incommunica:ngaboutfoodsafetyprac:ces,employeesdesired:•  Openness•  Consistency•  Respect•  Feedback•  Clarity(UngkuZainalAbidin,Arendt&Strohbehn,2014)

•  Mightbetheeasiestaudienceofmanager’sfourfaces

•  RememberWIFM

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•  Prepare:Iden:fypurposeofcommunica:on•  Requestamee:ng:Formalcommunica:on•  UsetheSandwichApproach:

• Startwiththeposi:ves• Movetochallenges• Proposesugges:ons/solu:ons

•  Setanac:onplan:Iden:fyfollow-upsteps•  Showapprecia:on(someAdapLonsfrom:h[p://top7business.com/?Top-7-Steps-to-CommunicaLng-EffecLvely-with-Your-Boss&id=7319)

•  Understandingcustomers’wantsandneedsregardingcommunica:on•  Menuitemingredients:allergen•  Safetyandqualityoffood:undercookeditems

•  Understandingothers’wantsandneedsregardingcommunica:on•  Inspectors•  Suppliers•  Communitystakeholders

KISS:KeepItShort&Simple

•  Tailormessagetotheaudience

•  Determinebestmode(s)fortheaudience

•  Selectmedium(s)fortheintendedaudience

•  Iden:fywhoisthebestsourceforinforma:on

1.  Recognizeandworktoovercomecommunica:onbarriers.

2.  Usemul:plewaystocommunicatethesamefoodsafetymessage.

3.  Giveclearandconsistentfoodsafetymessageswhencommunica:ngtoemployees.

4.  Reinforcemessageswithmul:plecommunica:onmethods.

Ques:ons?Dr.SusanW.Arendt,PhD,RD,[email protected]

POLL

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OCT16 ControllingCostsWhile KeepingFoodSafe

NOV13 PreparingForAn Emergency/Disaster

Eacharepreapprovedfor1hourofCon:nuingEduca:onCreditbytheSchoolNutri:onAssocia:on(SNA)andtheCer:fyingBoardforDietaryManagers(CBDM)

2019WEBINARS

Cer:ficateswillbemailedoutwithin5-7businessdays,followingtoday’swebinar.

Formoreinforma:onaboutourwebinarsandregistra:on: Downloads •  Daily Temperature Logs!•  Temperature Chart For Safe Food!•  Refrigerator Storage Chart!•  Food Safety Doesn’t Happen !

By Accident!

Videos • Handwashing!• Why To Glove!• When To Glove!• How To Glove!

Past Blogs •  Coaching & Training Staff Productivity!•  Food Storage & Food Contact!•  Glove Use!•  Risk Based Inspections!

Upcoming Blogs •  Checklist approach to Food Safety!•  Communications!•  Cost Control & Food Safety!•  Emergency Preparedness!

Pleasesendusyourques:onsorcommentsat:[email protected]