This is exacerbated by the problem that Carmen is close friends with the owner Kenneth. Kenneth has a similar conflict management style to Carmen. He can be extremely nice when dealing with people casually, but whenever a problem arises like Carmen he makes excuses, avoids the problem, tries to pass it on to someone else, or resorts to texting or faxing messages rather than confronting complaints. Their favorite 'nonverbal' communication strategy is simply not being there.
A failure to listen is one of the most common workplace communication problems. "When people or groups are in conflict, communication between them tends to get worse and worse. As a conflict escalates, people limit their direct contact with people on the other side, because such conflict is uncomfortable or threatening….Eventually all direct communication between parties may be cut off. Sometimes, communication is cut off in protest" (Lack of communication channels/avoided communication, 2005, OTPIC). The sense that there is no one to appeal to, given Kenneth's alliance with Carmen, has caused many employees to despair of ever improving things at the restaurant.
On several occasions, people have tried to force problems out into the open by talking to Kenneth privately, specifically framing the problem in a manner which they hope is persuasive to him (stressing that for the profitability of the restaurant and the greater good of everyone, he must ensure that there is more effective scheduling and a better way to deal with customer complaints). Kenneth's main response is to say "I'll take care of it," but 'it' never gets taken care of, of course. Kenneth needs to set up a formal schedule for all employees, with strict rules about giving the restaurant notice about calling out sick. He also needs to sit down regularly with his staff and listen to what people say about how to improve service.
There is little secret that tensions run high in restaurant kitchens. Even at the cafeteria at the Olympic Training Center (OTC) in Colorado Springs, according to the publication the Restaurant Door, there was recently a knife fight in the kitchen. "The...
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