It might be the cockiness of an accomplished cook, the well-rehearsed smile from a seasoned server, the rough and tumble arrogance of a tattooed grill cook, or the quiet demeanor of a dishwasher who shows up and does their job every day. It could be that employee who never says “no” when called in to cover for a sick co-worker, or the overly anxious supervisor who elbows up to the bar after work each night for a few cocktails – you have likely seen them all.

Behind the façade of “workface”, there is a human being with challenges, fears, disappointments, and unknown problems that are kept inside, held prisoner for as long as they can. Working in restaurants is a wonderful career for many, a safe place where they can try to put aside their worries for the length of a shift and focus on what is right in front of them. It is a place where, for a moment, then can shine and feel good about their skill set and their ability to have an impact. At the same time, this “safe place” can also put a damper on a person’s desire and ability to face the dragons that can easily consume them.

The issues might be common and somewhat insignificant until they accumulate, or they might be life-changing and even impactful of life or death, waiting for the individual to decide which way to turn. When dealt with systematically, with advice from seasoned professionals, family members, or friends, these problems might come to a positive outcome, but when not dealt with properly, they can eat away at this person who seems tough to the point of arrogance but is fragile as glass underneath.

Some chefs, managers, or owners might believe that their only concern is whether the person does the job correctly; that personal problems should be left at home and not interfere with work. But here’s the thing – that’s impossible to do. Small challenges or insurmountable problems cannot be put on the shelf and reintroduced at the convenience of an employer. They are there behind that smile, that cockiness that is pervasive in some kitchens, or that quiet dependability that defines those employees we often think of as team players. Behind all of that is a human being who feels, fears, wonders, and hurts.

Beyond the paycheck and the benefit package that consumes our list of position objectives sits the need for compassion, understanding, and concern for an employee’s wellbeing. Creating a culture of caring, a desire to listen and understand the difficulty that people face day-to-day is part of a chef’s job. When this is absent then why would a chef expect loyalty and superior performance? You can demand this if you like, but I guarantee that your team will suffer and staffing will be a revolving door.

You employees are people first and position place card holders second. We need to not just listen to our staff members but be observant as a caring employer. Watch their body language, changes in their demeanor, how they interact with others, any changes in their patterns (suddenly coming to work late, calling out sick, missing items in their mise en place, snapping at co-workers, changes in the quality of their work). When we manage the effects only, and fail to look at the cause, then it is easy to discount the significance of situations and challenges they may have. Sit them down, share a cup of coffee, ask them about their lives and if everything is okay. Sometimes all they need is to know that someone cares.

PLAN BETTER – TRAIN HARDER

www.harvestamericacues.com – BLOG

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