Case: Receipt rage: Why food is being served with a side of hate?
Key points and challenges
- Waiters bullying customer with disrespectful words
- Lack of effective staff training
- Servers are not in tune of cultural sensitivity
- Lack of guidelines for dealing with servers who wrote offensive language on receipts
- Damaged brand image
Solutions:
- Training programs for the new waiters
- Build disciplinary procedure in the restaurant
Five Steps for effective disciplinary sessions
- Detriment whether discipline is called for. Consult with HR expert and get some feedback
- Outline clear goals for the discussion in your opening remarks. The employee should gain a clear idea of your expectation for improvement
- Ensure two-way communication. Discussion is much more helpful than a lecture.
- Establish a follow-up plan. Especially the time frame
- End on a positive note. Emphasise the employee's strength, so he/she will leave the meeting believing the company want the employee to succeed.
Progressive discipline
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| Four step progressive discipline |
Preventing the need for discipline with HRM
- Recruitment and selection
- Training and development
- Human resource planning
- Performance appraisal
- Compensation
News related to the case:
- Offensive cake:Bullying manager keeps job https://www.sunshinecoastdaily.com.au/news/offensive-cake-bullying-manager-keeps-job/2563029/
- Many Australian med students being taught by "humiliation" https://www.sunshinecoastdaily.com.au/news/Many-Australian-med-students-being-taught-by-humil/2742064/
Gomez-Mejia, L.R., Balkin, D.B. and Cardy, R.L. 2016. Managing Human Resources. Global Edition 8/E. Pearson. London. ISBN-10: 1292097248
