Sample Case and questions for reference:
One common complaint employees 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.
Barry is a 27-year old who is a food service 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.
Questions:
1. What are the communication challenges / barriers Barry faces? (Write at least three
challenges)
2. What solutions might Barry consider in addressing each of these challenges / barriers?
3. In what way can Barry use effective communication as a motivator for employees to
follow safe food handling practices?
