People often forget how to communicate with one another.
Many have no problem tweeting or texting but when it comes to spoken and actual written communication some fall short.
After all saying colon, parenthesis after a statement may not be nearly as effective as actually smiling.
In the world of restaurant management one must engage customers, associates, vendors and peers as well as supervisor types.
I'm not saying that texting isn't involved but for the most part speaking in person, email and communication by phone are key to a manager's success.
I have found in my experience being direct works with some and using humor works with others.
I have also found that using either one at the wrong time is a huge waste of time.
You can not be fully understood until you fully understand.
This is a slogan I made up in my early 20's.
I worked in a very diverse and high volume restaurant.
The crew in fact was a Noah's ark of sorts as far as staff member ethnicity.
Thankfully, I was educated by television's greatest devil's advocate...
Archie Bunker.
As I grew with the company they realized my gift was that I see people - not colors and backgrounds.
Thankfully, that has translated in a 23 year span of zero incidents of any kind dealing with discrimination.
Treat people the same.
Criticize in private and praise in public.
Now dealing with performance.
This is a communication variable that is not taught enough.
Documenting your team members' performance is instrumental in the success of your career and theirs.
How many times have you documented good behaviour? I'm not going to say I do it every day but I do try to manage "praise" documentation at least once a month.
Most managers work for corporations and franchise operations.
If you can't get pay raises for your people you can at least take ten minutes out of your monumentally busy day to give praises.
Your algebra lesson of the day...
(P)ay + (raise)=Praise! How cool is that? A simple thank you goes a long way.
To sit down and document good behavior and performance goes a lot longer.
Some are shy so you may want to consider it in a way not to bring attention to the associate.
To the associate that is extroverted you do it right out in the open.
The ripple effect it has on team morale is enormous.
Others will go out of their way to get the praise.
Who wins? The customer.
Nothing is better for a restaurant's atmosphere then a happy team.
In dealing with negative performance issues it is important to handle them as soon as possible.
I do suggest after the shift is complete if at all possible.
It is important to handle the problem as specifically as possible.
Your verbiage and documentation is why the company that you work for trust you and pays you to manage.
If you are a business owner your attention to detail on this will save you from a discriminatory law suit.
Engage the associate with a witness if you can get one.
In detail document the issue.
We will discuss those issues in future articles.
Be SPECIFIC.
Give an alternative to the bad behavior.
Most importantly give the consequences if the behavior is revisited.
This document is our second best friend.
Our first being the positive results document.
This document is asking for help.
If you've ever worked with or for me you know that I end all of my performance documents with "Please Help.
" Essentially, that is what I am asking for.
Help.
By being straight forward (and boy am I) there are no questions.
Please help! It's easy.
Please help me help you keep your career going in a positive direction.
Remember the consequences are not threats.
Do not get too aggressive in this manner.
Your message will be lost in translation as the average human will shut down and filter out what you are saying.
Once they are in defensive mode the battle is lost.
Asking for help gives the associate power.
Empowering those around you...
who would of thunk it.
Make good choices.