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Tips On
Holding Team Members Accountable
This last year I continually
observed that many food service team members, both management and non
management, are not held accountable for getting the job done in the
proper manner (following departmental standards). Why not? Here are the
reasons I usually find:
1. Holding people accountable is a time
consuming, uncomfortable, process that is often simply avoided.
2. Some Managers are concerned that if they
hold people accountable, then some team members may quit.
3. Some Management team members just really
have a hard time confronting people.
4. Lot's of Managers delude themselves into
believing that they don't have time to hold people accountable. In their
mind they're doing the best they can.
But there's a major problem here. You can't
excel without holding your entire team accountable.
Here's my main message. Winners don't make
excuses. They hold their people accountable and as a result they win.
Here's the formula;
Standards
+
Accountability
=
Excellence
If you want to get to 10 you need to
develop very specific standards, and then hold your team members
accountable for following the standards.
Tips On
Holding Team Members Accountable
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If the standard is not followed, coach
the team member and make the correction ASAP, otherwise bad habits
develop, your "resolve" is questioned, and you lose
credibility. It also creates an unfair work environment, because
some folks are doing their job, and some folks are not.
-
Make sure that you maintain updated
comprehensive, time and duty schedules for every employee. These
standards should include cleaning assignments in detail. Then make
sure that everyone follows these time and duty schedules to include
breaks and meal periods. Without this, kitchens tend to be
disorganized and chaotic.
Remember - Loyalty from a team member is
good, but it's not good enough to allow you to win.
If verbal coaching isn't working, perhaps
you could evaluate each management team member monthly using a performance
monitor form. I'll send you a sample management performance standards
monitoring form in the next e-mail. Of course, this form should be
personalized for your situation. When using this form, try not to make it
seem like discipline. Instead, it's just something that we need to do to
get to the next level, or "kick it up a notch". But, on the
other hand, if you can't get someone to do their job, then perhaps they're
in the wrong job. The monthly performance monitor form then provides
documentation to validate the existance of performance deficiencies.
Until next time...
Keep on Winning (getting to 10)
Don Miller, R.D., C.E.C.
Nancy Yezzi, R.D., L.D.
Bill Klein, C.I.C.
Success Coaches
Don Miller and Associates
346 Crestview Drive
Bonita, CA 91902
(619) 656-2100 PST
(619) 656-1321 fax
chefdon@cox.net
http://www.chefdon.com
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