HFM Confab Highlights Training, Leadership in Health Care Foodservice
Publication Name: Nation’s Restaurant News
Published Date: 09/04/2006
TAMPA, FLA. -- Improved communication and better training are some of the ways health care food service managers can boost employee morale, production and job satisfaction, industry experts explained at the 2006 annual HFM National Training conference here late last month."The hardest thing for a supervisor to do is explain the why to an employee when that employee is not going to like what the supervisor has to say," consultant Quint Studer told the nearly 1,000 conference attendees during his opening keynote speech. "We must make our employees see they do worthwhile work and why we make the decisions we do." Studer, founder and chief executive of the Studer Group consulting firm, noted that workers need a ratio of three positive, constructive remarks to one negative comment to feel a sense of self worth."In order for a person to feel good ,they need to hear three positives to one negative," he said. "In health care that's tough because we're trained to notice what is wrong, the abnormalities.
Still, we must be more vigilant in noticing the things that are fight. And there's a lot of what's right in health care."According to Studer, approximately 85 percent of performance leadership initiatives in the health care field have failed, primarily because there isn't a good evaluation system for leaders, one that is based only on outcomes and not relationships. "There needs to be a system in place that is totally objective," he said.He also noted that the average amount of time devoted to management training in the health care field is only 6.5 hours a year, compared with the restaurant industry norm of 55 hours a year.
The consultant also suggested that managers institute 30- and 90-day evaluation meetings with their employees in order to discuss what works well and make suggestions on how to improve operations. He also noted that managers must be more willing to terminate workers who do not perform up to par."Approximately 8 percent of employees do not perform up to expectations," he said. "Low performers suck the life out of the operation, and the other 92 percent--the high and middle performers--get tired and discouraged."Attendees also were told that leadership is a quality that can be learned."Anyone has the ability to lead," said Gary McCullough, president of the Ross Products Division of Abbott Healthcare and senior vice president of Abbott Laboratories.
"I've seen people I didn't expect would be great leaders who have emerged as such. You can hone your skills and instincts over time. Though some are predisposed to it, everyone can learn [leadership]."McCullough offered his perspective during a panel discussion, "Harnessing Potential: Executive Leadership Panel," which was moderated by Nation's Restaurant News editor Ellen Koteff and also featured panelists John McDonough, president of ITW Food Equipment Group, and Deb Fratrik, chief operating officer of the BD's Mongolian Barbeque chain.Fratrik told the group that connecting with employees goes a long way toward building respectful relationships."It is important never to forget your baseline teammates," she said. "It keeps people engaged and happy, wanting to keep working for you. Basic courtesy is important on the leadership level."
A good leader allows employees to excel in the leader's areas of weakness, McDonough said."There is no one in any function who can do the job all by themselves," he said. "You have to be able to admit what you don't really do all that well and have the confidence to admit it. Then surround yourself with people who are really good. Create a team where the whole is greater than the sum of its parts ... That's what will build the foundation."For McCullough, the most important thing is to be open and welcoming and to provide a positive work environment."When I work with people who try to lead through fear and intimidation, well, that just doesn't work," he said. "It's a fatal flaw and so is micromanaging. You just can't do everything yourself."
