Este artículo se publicó originalmente el 3 de abril de 2018. Se ha actualizado periódicamente para mantener su pertinencia.
When we talk about an unsavory work environment, we often use the adjective “toxic” to describe it- and for a good reason. “Toxicity” implies danger, poison, sickness, and even (when taken to its literal conclusion) death. In turn, toxic substances and environments are those known to do us harm, physically, mentally, or emotionally. Imagine the signage you’d see on a nuclear waste site: Skull and crossbones. “Danger!” and every other cautionary tactic to warn people of the risks inside. Similarly, work environments can be noxious to one’s health and don’t come with the easy-to-identify warnings they should.
Working in the restaurant business, you know the importance of maintaining a germ-free space. If you’re running a filthy kitchen, your food quality will suffer, as will the guest experience and overall rep. If your environment is toxic, no one will want to work there, and you’ll never create coherent synergy in your restaurant. In determining your restaurant’s status, you should look for these signs of a toxic work environment.
Disciplina inexistente/Reconocimiento inexistente
Sometimes referred to as the “all carrots, no sticks” dilemma, any environment that places heavy emphasis on mistakes and little upon achievements can be toxic. However, in restaurant work, procedure and protocol are essential for a healthy workflow, so this is not to say there’s no room for correction or redirection in managing a restaurant.
What we do suggest, though, is that you pay attention to the types of criticism that are most prevalent in your work environment, as well as the overall frequency. If you’re only ever told what you do incorrectly and never what you are doing well, it can be challenging to know where you stand, creating feelings of anxiety and resentment that don’t help anyone improve. Also, remember that in the heat of the moment, criticism (and emotions!) can fly. So don’t let one bad day sour your entire attitude, but do look for patterns in how you receive criticism.
Para directivos:
Practica la regla de "intercalar" la crítica con el elogio. No siempre podrá hacerlo en el restaurante, pero intente estructurar sus críticas con elogios, críticas y, a continuación, un reconocimiento positivo. Haz que tus empleados sepan por qué los estás reorientando, que no es para hacerles sentir mal sino para ayudarles a mejorar en su trabajo. Haga críticas prácticas y evite las críticas personales: céntrese en las acciones. Otra cosa que debes recordar: si tus empleados sólo asocian la reunión contigo como motivo de pánico y alarma, podría haber algunas incoherencias en tu modelo de reconocimiento/recompensa. Por último, no dude en reconocer las "victorias". Haga saber a los empleados que usted es un observador; destaque lo bueno y lo malo.
Quejarse, quejarse y más quejarse
Todos hemos tenido esos días de trabajo que nos llevan al borde de la cordura. Desde luego, no negamos el valor catártico de una buena sesión de quejas con los compañeros de trabajo. Tal vez sea un desahogo rápido en la mesa de 8 con los niños gritando o el invitado que sigue devolviendo la tortilla porque no es lo suficientemente "estilo California" - lo entendemos. La bandera roja que hay que identificar: cuando tus compañeros de trabajo no pueden hablar de otra cosa y aprovechan cada momento no laboral en el trabajo para expresar su descontento con él. Presta atención a por qué se quejan. ¿Las quejas son "agudas" (relacionadas con un caso concreto) o más generalizadas? Ten en cuenta que el ambiente de trabajo de tu restaurante probablemente esté bastante contaminado si tus compañeros están insatisfechos de forma tan constante, atrapándolos en un bucle interminable de negatividad. Por último, recuerda que quejarse no es intrínsecamente malo, pero cuando se convierte en el único estado de la existencia de alguien, mina la energía y la voluntad de cualquier equipo.
Para directivos:
While you cannot eliminate griping outright (let’s be honest: you need a release valve), you can help show empathy, so employees don’t feel alone or isolated. On stressful nights, do your best to be encouraging. Acknowledge the obstacles, but don’t give clearance for “throwing in the towel” on decorum. When an employee has a nasty interaction with a customer, try and boost them up. These acts of empathy and teamwork help foster a feeling of team unity, one which will supersede “gripey” feelings when the heat turns up. Be a source of inspiration for your employees by not griping when the going gets tough.
If you find your team constantly wracked with stress, you might try some stress management activities and worksheets. Seriously! These structured exercises help you ground and center yourself, a few minutes of respite from the rigamarole.
Todo el mundo está enfermo
Are your coworkers and teammates regularly calling in sick? Are there recurring upheavals in the schedule with disruptive absences? Do you see coworkers who are working while they’re sick (they should not be!). Yes, some emergencies and health issues are unavoidable, especially during some seasons. However, what you should look for is the general morale of your coworkers on a day-to-day basis. If everyone is consistently sick all the time, your figurative workplace toxicity may be manifesting itself in a viral reality.
Genuinely toxic workplaces lead to employee burnout, fatigue, and illness. In addition, high levels of stress, primarily when sustained, are demonstrably bad for the human body.
Para directivos:
Si se da cuenta de que siempre está luchando por cubrir las ausencias inesperadas de los empleados, es posible que haya algo más en juego que el típico principio de que "la rotación en los restaurantes es alta por naturaleza". Es posible que tus empleados estén evitando venir.
Comunicación unidireccional
First and foremost: do you know who your superior is? If you needed something from them, do you know how to contact them? Do you have the type of relationship where, if anything were amiss, you’d be able to discuss it with them? Are there resources in place for you to communicate with your managers? Ultimately, a massive sign of workplace toxicity is an inability for employees to communicate with their bosses. One-way communication, where directives and rules rain down from the top, but feedback cannot return, is not only unpleasant but ineffective.
If you find that you’re ever discouraged from contacting your manager about anything or made to feel like a bother for doing so, you may want to evaluate. Yes, a manager is busy and isn’t at your beck and call. Furthermore, they won’t always agree with you, but a workplace that lacks two-way communication is a toxic one.
Para directivos:
Consider how your employees address you: are they proactive in coming to you with concerns or problems? Do they communicate with you? Do they tend to “ask forgiveness or permission?” Are they avoiding you at all costs?
If so, it may be time to send out a signal that you’re open to communication. Maybe you can set up “office hours” or some portal through the company intranet to schedule a time to see you. If there’s a perception that you’re unapproachable, work to reverse it by proactively approaching employees.
Falta de claridad, dirección confusa
When you first start a job, there’s always a bit of a learning curve as you adapt to the “rules” and expectations. However, if you feel you’re often confused with the direction that instructions change “at will,” and you’re usually expected to “read the mind” of your superior, you may be in a toxic work environment.
Try and determine the expectation here. Do you have a clear example of what’s “correct?” Do you know where you went wrong? If you find that you’re often making mistakes yet can’t quite identify what’s “correct,” then you really can’t improve. Try and find where processes and expectations are outlined and documented, or seek clarification. If you cannot get an explanation or you’re discouraged from soliciting it (see the last point), take note.
Para directivos:
If your employees keep making small, “careless” errors yet never bringing any concerns to you, it may be your communication style that’s lacking – not your employees.
Establish a culture where employees feel comfortable asking questions and seeking clarification. Document all your processes clearly and work them into your training program. Have all your employees complete the same training program and update it regularly.
Señales de un entorno de trabajo tóxico - Reflexiones finales
Trust your gut. Identifying workplace toxicity isn’t an exact science like determining nuclear toxicity, but your instincts are a powerful tool. If work causes you to feel panic, anxiety, sweaty palms, and illness, it could be your body telling you something. Job stress is entirely unavoidable, but toxicity isn’t.
Be proactive in identifying toxicity through your job-seeking efforts. When interviewing for a new position, ask questions to get a feel for the manager/employee relationship and their communication style. It’s your chance to survey them! Ask to see the bathrooms and kitchen and take note of the shape they’re in. The idea is if these “less significant” things are in order, the more delicate details will be as well. David Lee Roth/Van Halen had the right idea. Ultimately, think about the way this job will make you feel in the day-to-day grind.
Restaurant work is stressful and filled with wild cards. Of course, you can stack the odds in your favor, like a kitchen display system, to automate your kitchen processes. Still, it’s critical to identify which rigors are “part of the job” and which are toxic red flags you should avoid outright.
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Dylan Chadwick es especialista en marketing de contenidos en QSR Automations. Tiene un pelo increíble y recibe solicitudes de trabajo como modelo a diario. Se licenció en inglés y periodismo en la Universidad Brigham Young y le encanta escribir sobre death metal.
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