Webinar 4 - Communication in Food Safety-FINAL · 2019-09-12 · [email protected] Title:...
Transcript of Webinar 4 - Communication in Food Safety-FINAL · 2019-09-12 · [email protected] Title:...
9/12/19
1
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)
9/12/19
2
• 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?
9/12/19
3
• 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
9/12/19
4
• 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
9/12/19
5
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?
9/12/19
6
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
9/12/19
7
• 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
9/12/19
8
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]