“Too Afraid to Ask”: Managers’ and Employees’ Perceptions Regarding Food Safety Communication in the Food Service.

Introduction: Communication is the key building block to a positivefood safety culture. To design effective approaches for food safetyimprovement in food service establishments, it is important tounderstand the food safety communication among the food servicepersonnel; and the social norms regarding the intervention behaviourwhen food is handled unsafely.

Purpose: To explore the stakeholder perceptions regarding the foodsafety communication, social norms and the intervention strategies in afood service team.

Methods: A mixed method study was conducted: qualitative interviewswith managers, employees and food safety experts (n=24); andquantitative questionnaire distributed to food service managers (n=54)and employees (n=14). The thematic findings were triangulated using aninterpretative approach.

Results: Although the majority of managers (94%) reported workingalongside their team, communicating appropriate food safety practicesvia setting a good example, and being approachable, 7% of employees confirmed
“being afraid” to report food safety malpractices or mistakesto the manager. In the interviews the employees stated being “too afraidto ask” questions regarding correct food handling. Importantly, foodsafety experts stated that employees need to be able to correct themanager who handled food unsafely, but the employees shared thatthey would feel “intimidated” to intervene. Ways to address food safetymalpractices through communication were suggested by thestakeholders.

Significance:This study determined a potential cognitive dissonanceamong the food service employees, whereby the fear of speaking upand the fear of repercussions may be negatively impacting food safetycommunication in food service teams. As a result, less experiencedemployees may abstain from intervening when food is handled unsafelyby a senior colleague or manager. It is suggested that to support theculture prioritizing food safety, food service managers should commit tocultivating open two-way communication among the food servicepersonnel, regardless of hierarchical positions.