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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)

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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?

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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

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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

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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?

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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,FANDsarendt@iastate.edu

POLL

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OCT16 ControllingCostsWhile KeepingFoodSafe

NOV13 PreparingForAn Emergency/Disaster

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