Communication Case Study #2.

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Case Study 2 Inconsistent Messages from Irma and Garland
Consistent Communication as a Motivator
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.
Irma is the assistant manager for a family owned restaurant and her counterpart in the evenings or on
weekends she has off is Garland. Garland and Irma have distinct management styles but each seems to
get the job done, but in a different way. Irma tends to be a by the book kind of gal and will strictly
enforce all policies and procedures with all employees, no exceptions. On the other hand, Garland is
more laid back and doesnt mind flying by the seat of his pants.
The restaurant has a big event coming up for the weekend. It is an 80
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birthday party for Grandma
Smith and the Smith family has reserved the large party room to accommodate the 150 guests they are
expecting. Irma will be working the event on Saturday but has the day off on the Friday before and
Garland will be working.
On Friday, the day before the event, Leroy Smith calls into the restaurant to make sure everything is set
and talks with Cora, the hostess for the day. Leroy reminds Cora that they will be bringing in their own
birthday cake so they will need plates and forks for serving it. He explains a good friend of the family
will be making the cake and bringing it over.
Cora remembers something Irma told her about not bringing in outside food so she relays the
message and her concern to Garland. Garland pats Cora on the shoulder and tells her not to worry, its
only a birthday cake and we wouldnt want to ruin Grandma Smiths birthday followed by, you know
how uptight Irma can get at times. Cora is confused and doesnt know what to do; shes worried about
what might happen when Irma comes in tomorrow. So, she persists and asks Garland if he wants her to
call Leroy back and tell him he can not bring the cake. Given the closeness of the event and what
Garland believe is a silly rule anyway (no outside food allowed in the restaurant), Garland brushes off
Coras concern and again tells her not to worry.
The next day, Cora comes to work, although she would rather have called in sick knowing that Irma
will likely be upset with the cake situation. Cora and Irma are scrambling to get set up for the 80
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birthday party when a woman arrives with a large cake and proceeds to march through the dining room
into the kitchen. Cora follows her and puts it into the walk-in cooler noting the delicious looking
custard frosting. Irma sees Cora and asks what shes doing. Cora indicates its the cake for the birthday
party and that the friend of the family who made it, just delivered it. Irma blows up, What do you
mean she just dropped off the cake for the party?
You know we dont let people bring in any food from the outside. Cora is mortified, and states,
Garland told me yesterday they could bring the cake in since it was so close to the event and we
couldnt get a cake made in time for them.
A follow-up to the story: A few days after the event, Garland gets a call from Leroy Smith. Leroy states
over half of the party goers have come down with food poisoning and he is sure it was the food they
ate. Garland tries to respond intelligently and states he will look into it.
A week later Garland learns the cake was the culprit. Some left over cake had been served to friends
not attending the party and they became ill also. The cake contained a custard frosting and had not
been properly refrigerated prior to delivery to the restaurant.
Given the scenario above, consider the following critical thinking questions.
Questions:

1. What effects do inconsistent messages by supervisors have on employees?



2. What solutions might be considered in addressing the problem described in the case?



3. What Standard Operating Procedures would be helpful for the operation to implement and
enforce?





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Notes to Supplement Answers:
1. Inconsistent messages by supervisors can affect employee job performance, morale, and motivation.
Employees are uncertain of the expectations when they receive mixed messages from supervisors. In
Coras case, she did not know how to proceed or what to do. She was concerned and did not want to
show up for work the next day.
2. Potential solutions to the problems presented in the case:
a. Provide orientation and training to supervisors and managers regarding the importance of
consistent communication to employees and between managers.
b. Help employees understand why communication might be different among
supervisors/managers, for example distinct management styles.
c. Strive for consistent communication with employees by implementing communication tools
including brief manager/supervisor meetings, communication notebooks, and use of technology
(ie. computers, texting, cell phones).
3. Standard Operating Procedures (SOPs) serve as the written documentation of best practices and
serves as the framework for organizational policy and structure. SOPs identify the who, what, why,
when, and how of foodservice practices for employees. Part of the supervisors role is to assure SOPs
are in place, communicated to employees, and followed. For this case, three helpful SOPs would:
a. Visitors in the Kitchen: When the women arrived with the cake, she could have been
welcomed and relieved of the cake so that Cora could take it back into the kitchen. A copy of
this SOP is attached or found at: http://www.extension.iastate.edu/NR/rdonlyres/3C8E6FC6-
D77C-4152-917B-1DC7E93ECD70/66862/RSOP31VisitorsintheKitchen1.pdf .
b. Outside Food. The birthday cake came from an outside source; it was not purchased by or
prepared at the restaurant. Ingredients and storage requirements are not known. Therefore,
having an SOP Outside Food is helpful. A copy of this SOP is attached or found at:
http://www.extension.iastate.edu/NR/rdonlyres/1F9A1D4B-5258-4908-BA6F-
9AC1933BFC80/114440/Outside_Food_SOPRestaurants.pdf .
c. Responding to a Foodborne Illness Complaint: Garland did not know how to respond when
Leroy called about the potential foodborne illness outbreak. Having a policy and procedures on
handling these complaints and informing employees and supervisors/managers are important. A
copy of this SOP is attached or found at:
http://www.extension.iastate.edu/NR/rdonlyres/3C8E6FC6-D77C-4152-917B-
1DC7E93ECD70/66858/RSOP30RespondingtoaPhysicalHazardfoundinFood1.pdf .



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Standard Operating Procedure

Visitors in the Kitchen

Policy: Visitors in the kitchen are kept to a minimum, and when visitors are present, they must adhere to
the food safety practices followed in the kitchen.
Procedure: Employees and managers must:
1. Limit the access of visitors in the food production areas.
2. Provide hair restraints for all visitors to the food production areas.
3. Ask all visitors to wash their hands following the foodservice operations procedures.

The restaurant employees and restaurant manager will:
1. Post signs to inform all visitors of the following procedures:
Limited access to restaurant production areas
Location of and proper use of hair restraints
Location and proper use of handwashing sinks.
2. Observe to ensure that procedures for visitors are followed.
3. Monitor visitors in kitchen.


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Standard Operating Procedure

Food from Outside Sources
Policy: Managers must be informed and approve all foods brought by a customer for consumption in the
restaurant, a birthday cake made at home. Customers bringing food into the restaurant for consumption
must complete an Outside Food Request Form that identifies where the food was prepared, the use of
any common allergen, and name and address of the food preparer. Any foods brought into the
restaurant for onsite consumption must be in ready-to-eat form.
Procedure: Employees receiving a customers inquiry about bringing in food from an outside source
must contact the manager on duty. The manager will handle all special requests.
The restaurant manager will:
1. Ensure the consumer completes the Special Food Request Form prior to delivery of the product.
2. The Special Food Request Form identifies the product, key ingredients and use of common
allergens, storage requirements, service needs, and location of product production or vendor
name. The manager reserves the right to deny the request based on information provided and
restaurant needs. For instance, the manager might perceive service of this product poses a high
risk for foodborne illness and/or the restaurant may not be able to provide needed storage
space or service.
3. The manager will communicate approval or denial to the customer within 48 hours of the
request submission.
4. The manager reserves the right to deny any previously approved request should information
about the product delivered be inconsistent with the product information provided.
5. The manager will communicate necessary handling instructions to production, storage and/or
service staff.
6. The restaurant is not liable for any contamination of the product or any illness to customers who
consume the food.


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Date of Request: ___________________
Customer/Group: _________________________________________________________
Contact Person: __________________________________________________________
Address: ________________________________________________________________
Telephone: ________________________ E-mail: _________________________
Name of Event: ___________________________________________________________
Day and Date: _____________________ Time: __________________________
Number in Party: ___________________

Product(s): ______________________________________________________________
Key Ingredients:__________________________________________________________
__________________________________________________________
Common Allergens: ___ Eggs ___ Soybeans
___ Milk ___ Wheat Products
___ Peanuts ___ Seafood
___ Tree nuts (walnuts, almonds, etc.) ___ Shellfish (shrimp, lobster, etc.)
Storage Requirements: _____________________________________________________
_____________________________________________________
Service Instructions: _____________________________________________________
_____________________________________________________

Vendor/Source: ___________________ Telephone of Vendor/Source: _____________
Address of Vendor/Source: _________________________________________________

I assume responsibility for any contamination of the product or any illness to customers (my guests) who
consume the food described above.
Signature: _________________________
Outside Food Request Form


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Manager Use Only
Potentially hazardous ingredients and common allergens: _________________________
________________________________________________________________________
Customer Notified: ___ Yes ___ No Request Approved: ___ Yes ___ No
Liability Communicated: ___ Yes ___ No Staff Involved Notified: ___ Yes ___ No



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Standard Operating Procedure


Responding to a Foodborne Illness Complaint

Policy: All restaurant employees will respond to a complaint of a foodborne illness promptly and will
show concern for the individual making the complaint.
Procedure: When a complaint is received related to a foodborne illness, employees will:
1. Indicate concern for the individual and let that person know that the complaint will be referred
to the restaurant manager.
2. Contact the restaurant manager if she/he is onsite.
3. If the restaurant manager is not on site write down the information about the complaint using
the Foodborne Illness Incident Report.

The restaurant manager will:
1. Talk with the individual making the complaint. Get basic information required to complete the
Foodborne Illness Incident Report.
2. Try to resolve the complaint in house.
3. Remove all food from service. Store suspected food item in refrigerator in separated, dated
container labeled DO NOT EAT.
4. If a foodborne illness outbreak is suspected call the local Health Department to report the
possibility of an outbreak and obtain assistance with the foodborne illness investigation.
5. Document:
a. Symptoms
b. Names and phone numbers and address of customers and employees affected
c. Physicians names and phone number
6. Work with the media should they become involved.


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Foodborne Illness Incident Report

Date Occurred: ________________ School:_______________________
Time/Meal: _______________

Childs Name: _____________________________________
Parents Name: _____________________________________
Address: ___________________________________________
Telephone number: __________________________________
Physician contact information : _______________________
Health Dept. contact Name & Date: _____________________

Suspected Food Item(s) & Manufacturers Product Information:
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________

Summary of Incident:
_____________________________________________________________________________________
_____________________________________________________________________________________
__________________________________________________________________________________


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__________________________________________________________________________________
__________________________________________________________________________________

Bag, label, date, and indicate current storage location of food:
_____________________________________________________________________________________
_____________________________________________________________________________________
Supervisor Signature: ____________________ Date: __________________________
Results of Investigation:
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Corrective Action:
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________