The Nod is Not Always Comprehension
In my former role as a manager in the restaurant industry and my current role as a faculty member, I have the pleasure of working with employees, and now students, from many different countries. In both of these positions, communication is crucial. I am sure you have experienced this before yourself. You finish walking a new dishwasher through the three-compartment sink procedure, you ask, “any questions?”, and you get a nod. A week later, the sanitizer is way over the correct concentration, and nobody can tell you why.
…the nod was not a lie. It was politeness, or embarrassment, or the reasonable calculation that admitting confusion on day three is a good way to lose a job…
In a kitchen where a meaningful share of your staff works in their second or third language, “any questions?” is nearly useless. And comprehension is the whole point. The Food Code doesn’t ask whether you delivered the training. It asks whether your people know what they’re doing.
The most common mistake I see is a manager translating the SOP binder into Spanish, or whatever other language is spoken in the kitchen, filing it, and considering the problem solved. Three things go wrong with that.
First, not all of your staff may speak Spanish. Depending on your market, you may have Haitian Creole, Nepali, Somali, Mandarin, Arabic, Tagalog, or Mam speakers on the same shift.
Second, literacy in a first language is not guaranteed. Some of your best cooks may read very little in any language, and a translated wall of text helps them no more than an English one did.
Third, food safety vocabulary is technical, and technical vocabulary is exactly where translation breaks down.
In research, when we build questionnaires for speakers of other languages, we don’t just translate them. We have a second translator take the translation and put it back into English, so we can confirm that the question we meant to ask is the one that was actually asked. It’s called back-translation, and it catches things you would never catch otherwise.
Just for fun, I ran “priority violation” through an online translator. It came back as infracción de prioridad. I translated that back to English and got “failure to yield right of way.”
Not quite what we were hoping for. And that’s a term you’d find on an inspection report. Now imagine what happens to a cooling procedure.
Should you translate? Absolutely. But treat it as one layer of several.
Stock clip art of a generic thermometer does not teach anyone anything. Photographs of your equipment, walk-in, prep table, and sanitizer bucket do.
Build your critical SOPs as photo sequences. Four to six images, shot on a phone, showing the actual steps in the actual space. Correct glove change. Correct cooling setup for the pans you actually own. Correct sink setup with your chemicals and your test strips. Post them where the task happens, not in a binder in the office.
A photo of your own dish pit beats a paragraph in any language, and it beats a translated paragraph, too.
Another thing to consider is implementing the color-coding system you learned about in your food safety class. This works because it removes reading from the decision entirely. It fails when it’s inconsistent.
Cutting boards, cleaning cloths, brushes, scoops, and containers should all follow a single system across your entire operation, including catering and any off-site operations. If the red cutting board is used for raw meat on Tuesday, red should be used for raw meat on Saturday, and at all locations in your operation. Purple is the widely recognized convention for allergen-specific equipment, and I’d encourage you to adopt it rather than invent your own, because staff who move between employers will already know it.
Then make the key visible. A laminated chart at eye level showing each color next to a photo of the food it belongs to. No words are required.
When it comes to temperature logs, visual design is important. Numbers are already universal. Your job is to make sure that reading a number is the only literacy the chart demands. Print target temperatures large and bold, in numerals. Color-band your ranges so green is the safe zone and red requires action. Put a photo of the specific unit on its own log sheet so there’s no ambiguity about which cooler the reading belongs to. Replace written corrective-action instructions with a visual path.
Same principle for cooling. Two clock icons and two numbers communicate the two-stage requirement far better than a sentence about 135ºF to 70ºF in two hours.
Several accredited food protection manager programs offer training materials and certification exams in languages other than English, and food handler courses are often available in an even longer list. Language availability varies a lot by provider, so check before you buy rather than after.
In the end, stop asking “any questions” and replace it with “show me.” Watch the employee perform the task. Have them set up the sink, take the temperature, and change the gloves while you stand there. Then have them teach it back to the next new hire.
Demonstration is language-independent, and it’s the only reliable evidence you have that training happened. It’s also exactly what an inspector looks for when evaluating whether your food employees have the knowledge required by the code. The goal isn’t a binder that proves you trained people. It’s a kitchen where the right thing to do is obvious to everyone standing in it, no matter what language they think or speak in. Risk Nothing.
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Developing Good Food Safety Habits
Good habits and habit development are something that has fascinated me for several years. If you’ve attended any the training programs or presentations that my colleagues and I have conducted through our Center for Food Safety in Child Nutrition Programs, you’ve likely heard me opine about the importance of habits and how habits are created. Many times, in foodservice operations we wonder why our staff don’t follow the food safety practices we have established in our operation. Perhaps they don’t wash their hands when they are required, perhaps they just don’t use the proper method of handwashing, or perhaps we find that they don’t complete our HACCP logs as often as our program dictates should occur. And while we can stomp our feet and say “it is their job, they should just do it”, it really isn’t that simple. We can’t order people to change, although if we could, business and human resources would be so much simpler.
Getting Your Playbook for Food Safety Organized
As anyone who has ever worked in a foodservice operation knows, from the time food is received in your establishment to the time it is served to your customers, following proper food safety practices is crucial. What many don’t often think about is this time really should extend from the time the manager places their orders with their suppliers (including which purveyors you utilize), through the time the food is consumed – even if that consumption occurs off your premises and days after the original order was picked up by the guest. This is something that has certainly been highlighted by the pandemic as customers across the nation are utilizing take-out, curbside to go, and third-party delivery options more so now than ever before.
Getting Started with Building the Infrastructure
Hopefully in our first January blog, we convinced you of the importance of establishing an infrastructure within your operation to support a safe food culture. So, how does one go about doing this? Well, like any major project, break it into small bites. In our opinion, having a written guide for employees that documents expectations related to food safety basics of employee health and hygiene, temperature controls, and cleaning and sanitizing is the first step. Having this documentation serves as a reference for training and helps fulfill the mission of most foodservice operators which is to serve safe, quality food.
Food Safety Resolutions for the New Year
Finally, 2020 is in our rearview mirror and we can all turn the page to 2021! Resolutions for the new year might be more of the same from prior years (lose weight, exercise more, less screen time, etc.) OR you may have identified new practices to implement in your operation. If the latter, likely goals included some practices related to food safety – especially given the turmoil of 2020 and heightened concern by customers. It is our philosophy that attention to safe food handling practices is a win-win for any operation because of the direct relationship between food safety and food quality, which in turn leads to customer satisfaction. This past year has also demonstrated that attention to safety can affect the bottom line. Thus, the topic of our first SafeBites webinar for 2021 is on the topic of the return on investment of food safety, it is scheduled for January 20, so register now and please plan to attend.
