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Last updated on 2024年7月28日

You're facing communication challenges during service. How do you handle unexpected issues effectively?

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In the fast-paced environment of culinary management, communication is the cornerstone of a smooth service. When unexpected issues arise, such as a sudden change in a customer's order or a missed allergy alert, the ability to handle these challenges effectively is crucial. The key lies in remaining calm, being clear and concise, and maintaining a positive attitude. Whether you're the head chef or the front-of-house manager, your response to these situations can make the difference between a minor hiccup and a full-blown service meltdown.

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Ankit Chandel

Chief Executive Officer @ Shree chandel group | Civil engineer
John Benson-Smith

F&B Hospitality Consultant, former judge BBC MasterChef, 40+ years experience Restaurants, Hotels & Stadia. F&B…
Theloshni Govender

Expert in Food and Nutrition (Cum Laude) | R&D | Advocate for Consumer Wellness

1 Stay Calm

When an issue crops up, your first step is to stay calm. Panic spreads faster than wildfire in a professional kitchen, and it can quickly affect your team's performance. Take a deep breath and assess the situation. Remember, your staff will look to you for guidance, so a composed demeanor will reassure them and allow for clearer thinking and communication. By maintaining a level head, you can more effectively troubleshoot the problem and convey your instructions without adding to the chaos.

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Ankit Chandel

Chief Executive Officer @ Shree chandel group | Civil engineer
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One thing I have found that’s during difficult times staying calm is very important because mind is like water calmer it is deeper you can look through it

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John Benson-Smith

F&B Hospitality Consultant, former judge BBC MasterChef, 40+ years experience Restaurants, Hotels & Stadia. F&B industry columnist for 13 years, previously 20 years Consultant Chef to MCFC. Member of society of authors.
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Leadership, take control and using your experience and wisdom solve it, sort it and promise me that it never reoccurs again - reoccurring threats are the monsters in our industry

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Theloshni Govender

Expert in Food and Nutrition (Cum Laude) | R&D | Advocate for Consumer Wellness
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Remaining calm during challenges allows for a more constructive and efficient solution. I find being calm during challenges greatly reduces anxiety.

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MD Shahnawaz

Restaurant Supervisor at Gastronomica ME
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Facing communication challenges during services- - Rendering impeccable and memorable services to the Guests is the urge of the revolutionary Hospitality Industry however facing communication challenges can lead to compromise in the quality of the services rendered. - Staying calm and composed while the disruption occurs should be the prime focus. A calm and composed demeanor can generate more Innovative ideas than a frickle and unsteady mind. - Assessing the situation quickly and clearly helps in extending the required assistance to the Guests at the earliest, remember to approach the Guests emphatically and generously. - A clear communication amongst the team members helps in resolving the problem with the solution.

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Bill Baker, EMSL, SNS

Dedicated Leader excited to begin my new role at UCCS!
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Stay calm is a given in proper leadership. Think proactively, "step back" from the situation and do a proper assessment, then act. Note, this can take all of 5 seconds depending how severe the instance. And with experience, a lot is muscle memory. Practice and failure help build resilience and success.

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2 Assess Quickly

Once you've kept your composure, it's time to assess the situation quickly. Identify the root of the problem and its potential impact on service. Is it a miscommunication about a dish's preparation, or has an important ingredient run out? Time is of the essence, so you need to gather all necessary information promptly. This allows you to make informed decisions on how to proceed and minimizes the disruption to both your team and your guests.

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3 Communicate Clearly

Clear communication is essential, especially during a service challenge. Use direct and simple language to avoid any further misunderstandings. If you're relaying instructions to your team, make sure they are specific and actionable. For instance, if a dish needs to be remade, provide clear directions on what needs to change and how quickly it should be done. This clarity helps ensure that everyone is on the same page and can work together to resolve the issue efficiently.

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Joshua Voelker

Ophthalmic Technician and Surgical Assistant, Restaurant Manager, Bartender, Server.
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When communication issues arise it's imperative that you get the situation under control as quickly, efficiently and clearly for your staff to understand what their specific duties are and how you want them to proceed. Sometimes physically showing them exactly how you want something plated, or served it the order in which courses are presented. I find that giving visual examples when possible will reduce the margin for errors exponentially and almost ensure that things will go smoothly, as planned.

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4 Adapt Swiftly

An effective culinary manager knows how to adapt swiftly to unexpected issues. Flexibility is your ally in these situations. If an ingredient is unavailable, can you offer a substitute? If a customer is unhappy with their meal, how can you rectify it promptly? Being able to think on your feet and come up with quick solutions is vital. It's also important to communicate any changes to your team immediately so they can adjust their workflow accordingly.

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5 Support Your Team

Supporting your team is crucial when facing communication challenges. Ensure that everyone knows they can come to you with issues without fear of reprimand. Foster an environment where staff feel comfortable speaking up if they notice something amiss. This open line of communication can prevent small issues from becoming big problems. Additionally, acknowledging your team's hard work and quick thinking during these times can boost morale and encourage a collaborative effort.

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6 Learn and Improve

Every challenge is an opportunity to learn and improve for the future. After service, take time to review what happened and why. Discuss with your team what worked and what didn't in handling the issue. This reflection is a chance to fine-tune your communication strategies and procedures, ensuring that you're better prepared for the next unexpected challenge. Continuous improvement is part of culinary management, and learning from each service will only strengthen your team's performance.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You're facing communication challenges during service. How do you handle unexpected issues effectively?

1

2

3

4

5

6

7

1 Stay Calm

2 Assess Quickly

3 Communicate Clearly

4 Adapt Swiftly

5 Support Your Team

6 Learn and Improve

7 Here’s what else to consider

Culinary Management

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You're facing communication challenges during service. How do you handle unexpected issues effectively?

1

2

3

4

5

6

7

1 Stay Calm

2 Assess Quickly

3 Communicate Clearly

4 Adapt Swiftly

5 Support Your Team

6 Learn and Improve

7 Here’s what else to consider

Culinary Management

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感谢您的反馈

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