Kitchen Communication Armaghan Sadeghbeigi Where is the word

Kitchen Communication Armaghan Sadeghbeigi

Where is the word communication coming from?

The word communication comes from the Latin word “communis, ” which means common.

Communicating Effectively

The aim of communication is to achieve a common understanding and to achieve a balance between listening and sharing

- We spend over 70 % of waking hours sending/receiving messages. - Different people interpret what you say in different ways - No one has found a best method or set of communications principles guaranteed to be 100 percent effective - There is no formula of best communication that will work everywhere, every time, and for everybody - However understanding the communication, why it fails, what can be done it will increase the chances for success.

Effective Communication Leads to Effective Management

Different Types of Communication Interpersonal From one person to another Organizational Affecting an organization as a whole Two-way/open Up the ladder and down the ladder Interviewing Conversation with a purpose Small group Between three or more group members Mass Message sent out to many people

1 - as the manager requested it 2 - as the purchasing ordered it 3 - as the marketing wrote it up 4 - as the designer designed it 5 - as the supervisor implemented 6 - as the employee really wanted!

Why Communication is so Important in a Hospital? Give instructions, and assign tasks Provide information Train people Give feedback Recruit and interview Hire and fire Discipline Employees want to give ideas and information, tell problem, reflect anger and frustrations. Customers want you to listen

Obstacles to Communications Differences in sender’s and receiver’s: Background Education Past experiences Intelligence Attitudes Opinions Values Perceptions of importance Other Reasons Prejudices Expectations Emotions of the sender and/or receiver

Problems in Sending the Message 1. Timing – wrong time, soon or late 2. Receiver’s attention 3. Right person – “No one told me” Right means of sending 1. Announce it in a meeting 2. Sending email or personal note 3. Post it on the bulletin board 4. Tell individually in person

What are the right ways of sending messages in a hospital?

Removing Obstacles to Communication 1. Build a climate of trust and respect 2. Send your message clearly and explicitly 3. Send your message at the best time 4. Send your message to the right person 5. Choose the best means of sending your message (respectful) 6. Check that your message has been understood 7. Listen, listen 8. Never communicate someone when you are angry.

The Kitchen Team Hierarchy Executive Chef/Supervisor Sous Chef garde manger (cold foods and pantry) patisserie (bake shop) legumier (cooked vegetable and garnishes) entremetier (sauced and roasted dishes) potager (soups and stews)

When talking about a central kitchen (Building new one or renovating ) there are several factors and probable challenges that must be considered to ensure its efficiency and effectiveness.

So the Challenges are

• Human resource issues • Layout and design of the facility • Equipment • Maintenance • Purchasing • Warehousing • Transportation • Waste management • Computer systems • Miscellaneous operational issues ; Challenges/problems in operating a central kitchen • Changes directors would make in their central kitchen

Communication with HRM

Why did I mention Kitchen Hierarchy in the beginning?

Because it brings • Leadership • Control • Consistency • Ability • Skills • Qualifications • Experience Based on?

Why HR Dep. is important to a hospital Kitchen? -Reducing Employee Turnover -It is a framework to develop programs to retain employees (Employee Empowerment) -It’s a channel to get feedback from employees; Open two way communication

So What are the functions of a Hospital Human Resource Department with kitchen?

- Recruitment and Staffing - Training and Development - Performance & Performance Measurement - Reward & Recognition - Measuring employees satisfaction - Top priorities in the human resource department

Recruiting and staffing - STRUCTURED INTERVIEW FORMS - BEHAVOURIAL INTERVIEWING (like find people who are willing to learn, willing to multi-task, …. . ) - INTERVIEWERS TRAINED TO UNDERSTAND WHAT TO LOOK FOR - PROBATION PERIOD - STRUCTURED APPLICATION FORMS - DRUG TESTING BEFORE STARTING WORK

The main goals is to hire the right people for the right job

What are we looking for… - Talents and Attitude over EXPERIENCE…. . - Smiling faces, smiling voices - Service minded people - People who look smart and natural. - People who have a positive outlook - Team players - Family values - Good work ethics - Flexibility - Develop teams well rounded of diverse personality types - ZERO TOLERANCE FOR DRUGS, ALCOHOL ABUSE OR TRAITS OF VIOLENCE

Training and Development - ORIENTATION - JOB DESCRIPTIONS & STANDARDS - TRAINING METHODS - Hospital Kitchen TRAINING - GROUP TRAINING - MEASUREMENTS , TRAINING BUDGET

Every employee will undergo a 2 days orientation program, where we inform all new employees of: -Who are our owners/GMs of the hospitals -About the Group -About the Hospital -Positioning of the Hospital -Business Philosophy -Operating Culture -History of the Hospital -Services -Tour of the hospital

PERFORMANCE AND PERFORMANCE MEASUREMENT Increased productivity is achieved through - Use of technology - Multi-skilled workforce - Process planning and measuring

What is KPI? We are using the KPI or Key performance indicators for all our graded employees

What are the KPIs for Kitchen Staff? - Food Quality (taste, temperature, safety, food value, presentation) - Patients Satisfaction - Multi-tasking - Ability to lift heavy things and work long hours - On-time Service - Teamwork

REWARD & RECOGNITION COMPANIES WILL START TO BECOME MORE INNOVATIVE THAN JUST PAYING SALARIES, SERVICE CHARGE AND FIXED BONUSES TO RECOGNIZE, MOTIVATE AND SATISFY EMPLOYEES.

- Employee of the month - Employee of the year - Rewards for best quality score achievers - Rewards for best trainers and best trainees

Social rewards Staff outings Staff party Sport days

TOP PRIORITIES IN THE HUMAN RESOURCE DEPARMENT AND DEVLOPMENT The role of HR is not always clear in today's hospitality industry. HR is described as -Administrator -Business Partner -Employee Champion Hospitals who want to have the best employees must have the best and most creative HR department who will make sure that the hospital takes care of its people in terms of benefits, work environment, career planning , good rewards and competitive salaries.

Total Quality Management Training and Human Resources Development Total quality human resources management (TQHRM)

is “an approach to human resources management that involves many of the concepts of quality management especially on Training and Development. The primary goal of TQHRM is employee empowerment and training. Engage =job rotation Enable =training Enhance =knowledge =Empower

Issuing - Kitchen completes an storeroom request to storeroom - storeroom issues requested products Purchasing - storeroom sends purchase request to purchasing dept. - purchasing department completes purchase order and sends to 1. Receiving, 2. Accounting, 3. Supplier - provides products and delivery slip/invoice to receiving Receiving - checks products against necessary documents - sends documents to first control, then accounting Accounting -pays supplier according to documents

Purchasing Proper Quality Suitability of a product for its intended use Requirements for Quality 1. quality standards should be determined 2. standard purchase specifications should be documented Purchase Specifications Accurately describe minimum quality requirements Clearly and simply indicate operation’s needs Realistically define needs/don’t limit number of acceptable suppliers

What is the role of kitchen after purchasing?

The End of the Communication Seminar Q&A from me?