Allando Walters is a 25 year old food service manager at the Something Sweet

Restaurant. Allando is responsible for supervising and managing all employees in the back of the house. Employees working in the back of the house range in ages from 16 to 65 years old. In addition, the employees come from diverse cultural and ethnic backgrounds. For many, English is not their primary language and so they struggle daily to fully comprehend instructions.

Allando 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 Allando in his food safety efforts because they know if unsafe practices were ever linked to their restaurant; it would likely put them out of business. Still, the owners note that their training costs are escalating every day.

One day Allando 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. Allando 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.

Immediately he summons his two food production supervisors and without even

inquiring about the situation he launches into a tirade, accusing them of sabotage and of deliberately doing things to let him appear unfavourable in the eyes of the owners. This could lead to him losing his job. The supervisors were dumb struck but eventually found their voices and labeled him a despot and an unthankful manager. The decibel rose to a crescendo as he expelled the supervisors from his office.

Employees on the kitchen floor had gathered to witness the scenario. A hush fell over the entire floor as they made their way back to their stations.

Allando was furious as he had 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 take the temperature of foods. Hand sinks, soap, and paper towels are available for employees so that they are encouraged to wash their hands frequently.

Question:

Identify and describe six communication challenges/barriers Allando faces. use examples from the case study

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