Priya Chauhan

ABS/PGDM/20/031

Case Study
Barry and Communication Barriers
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 then compare
your answers to the Notes to Supplement Answers section.
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 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. 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 and barriers Barry faces?
Ans.1 The communication challenges and barriers Barry faced are as follows:
 Foremost challenge was that not all the employees were able to speak English,
which sometimes made the verbal communication difficult.
 Cultural difference in food safety practices was also a challenge for Barry.
 Different employees from different age were also creating a generation gap
challenge.
 Barry body language was giving others an expression that he doesn’t care about
others.
 Barry came to work place after a hard start at home, those negative feeling affected
the way he was communicating with his employees.

2. What solutions might Barry consider in addressing each of these challenges and barriers?
Ans. Some of the solutions Barry can consider are as follows:
 For language barrier, Berry might learn some simple words in the employees' basic
language to help in showing some interest.
 For generation gap barrier, as there were different generations and everyone’s
mode of communication was also different. As the younger generation employees
referred text messages as mean of communication, for older generation employees
this method wasn’t appropriate. In this situation he should prefer employee’s
preference while conveying message in different ways.
 For cultural barrier, Barry needed to work to identify cultural beliefs and understand
racial barriers to food security.
 For non-verbal challenge, Barry’s offer is a nonverbal gesture for employees. Barry’s
appearance is important because he is a role model for his employees and his
actions and conduct should be in accordance with them.
 For emotional barrier, this can be solved by effective communication. It is important
for Barry to control his emotions before starting work. Self-knowledge and possible
search for outside help are possible solutions here.

3. What Standard Operating Procedures (SOPs) would be helpful for Barry to implement and
enforce?
Ans. Standard Operating Procedures serves as a written document of best practices and
a framework for organizational policy and structure. SOPs identify the who, what,
why, when and how of food service practices for employees. Part of the manager's role is
to ensure that SOPs are in place, employees are informed, and followed. There are two
subsidiary SOPs in this case.
  New Employee Orientation SOP: Due to "busy days" and punctuality due
to high fluctuations, it is currently a challenge for Barry to
orient new employees. Although it may take some time to start, the payout
can be good and save time in the long run.

 SOPs for Employee Health and Personal Hygiene: Although SOPs are generally

intended for employees, it is important to note that supervisors / managers should
generally follow company SOPs as role models. Barry's own lack of compliance
with personal hygiene standards indirectly shows employees that appearance
and cleanliness are not important. Barry's personal hygiene and appearance should
serve as a role model for employees - clean, wrinkle-free clothes, clean
hands, greasy and dirt-free hair with trimmed hair. Very good for Barry to inspire his
employees and the good ones are for cleanliness. Currently, their non-
verbal communication states that personal hygiene and appearance are not
important. 

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

Ans. Some of the effective communication Barry may use are as follows:

 When employees follow safe food handling behavior, use sincere and encouraging tone
of communication as well the motivational words while communicating with them.
 Using correct communication method for an employee, so the supervisor gets to know
about the employee.
 Serve as a role model through verbal as well as nonverbal communication. As it is
said that tasks speak louder than the words, so Barry can deliver message to
employees through his actions. Like, wearing a clean uniform.