People-oriented management is the foundation of management. Effective rules and regulations can improve the deficiencies in management more systematically and avoid the management defects brought by some personal subjective consciousness, which is the guarantee for the success of management work. Although the rigorous and perfect system and information-based catering software can bring results to the management of enterprises, it is not the master key of management. Many software problems cannot be solved by the system, especially the internal contradictions among employees that are common in catering enterprises, that is, interpersonal problems.
if we regard it as a group, then this group is first made up of people. Due to the large number of employees in catering enterprises and the low entry threshold, the quality of personnel is uneven, and there are many internal contradictions in this kind of collective because of the differences in world outlook, values and personality among employees. Once these contradictions intensify, they will evolve into conflicts between employees, ranging from quarrels to fists. Therefore, how to deal with the contradiction between catering employees is a thorny issue for the leaders of catering enterprises, which may affect the overall work. So, how to deal with and resolve the contradiction between catering staff?
1. Conflicts arise from different handling strategies
There are also differences among students born from the same mother, not to mention colleagues from all corners of the country. Personality and cognition determine a person's handling strategy, and everyone's personality and cognition are often inconsistent, which leads to differences in handling strategies between people. If these differences are not effectively reconciled, conflicts will arise. In other words, people's ways and methods of dealing with things and their attitudes and attention to problems are different, which will lead to contradictions between people to a great extent.
second, the unclear attribution of responsibilities leads to conflicts
The responsibilities of departments are unclear, or the responsibilities of each position are unclear, which will also lead to conflicts. Unclear responsibilities are mainly reflected in two aspects: first, some work has not been done, and second, some work has overlapping contents.
3. Contradictions and conflicts arising from personal emotions
Contradictions and conflicts arising from personal emotional factors are relatively difficult to handle. Emotional contradiction has its temporality, just like emotional changes, but if it is not taken seriously, it will also leave deep scratches on the harmony of organizational interpersonal relationships.
iv. Competition for limited resources
Limited resources are scarce, which leads to various forms of competition. This kind of competition will lead to conflict to some extent. For an organization, its financial resources, material resources, human resources and promotion opportunities are limited, and the competition for these resources by different departments will inevitably lead to conflicts between departments.
V. Role conflict
Conflicts can also arise because the role orientation of the enterprise is unclear or the catering staff themselves have not clearly understood their role orientation. For example, a former minister interferes with the normal work of the kitchen department without authorization, and there will definitely be conflicts between the two departments. In the enterprise, the root of role conflict lies in the unclear role orientation of the enterprise. Because the leaders have not made effective job analysis, the documents about the post responsibilities of the enterprise copy the models of other enterprises, and do not seriously consider whether it conforms to the actual situation of their own enterprises, which will definitely lead to the unclear role orientation of the enterprise.
As far as the overall effect is concerned, persuasion is better than coercion, and influence is better than punishment. Only by gaining the trust of catering employees and understanding the truth of their inner contradictions can we find the key to solving the problem. Of course, in practice, catering managers should also consider the actual situation and degree, and punish each other according to the rules, with kindness and kindness, in order to resolve various psychological contradictions among catering employees. Therefore, handling methods are particularly important.
1. It is not advisable to play fifty boards for everything.
Contradictions have a process of brewing and accumulating. The publicity of contradictions means that one or both parties will go beyond their psychological limits, because everything has a cause and effect. When dealing with this kind of problem, many executives are used to beating 51 boards each, and then asking both sides to make a gesture and gently wipe it off. In fact, the problem has not been solved. If it is so easy to solve, it is not a psychological contradiction, and we don't need to deal with it. With the washing of time, the misunderstanding will disappear. If there are internal contradictions among catering staff, the supervisor will not pay attention to them at the initial stage of the contradiction, and will not eliminate the problem in the bud or handle it hastily. Over time, small problems will brew into big problems. Our work depends on the cooperation of the team. It is cooperation, and there must be collisions and misunderstandings. As a supervisor, you should guide and deal with it, and really play the role of lubrication and reconciliation.
The sanitation here is obviously not cleaned by Zhang Ming. Why did the supervisor punish me with him? Why didn't the supervisor give us half a crime without knowing the situation clearly? We have also heard complaints from these catering staff about our supervisor from time to time. Because we are used to playing fifty boards each when dealing with things to show fairness and justice. As a result, the mutual cooperation and trust between catering employees has dropped sharply, misunderstandings have increased and contradictions have escalated. On the surface, we think that we have achieved absolute fairness and justice, eliminating injustice and misunderstanding. In fact, this is the most sloppy and unfair way to do things, which will also kill the enthusiasm of catering staff and, in a sense, be irresponsible. As supervisors, we should deeply understand people's thoughts and the causes of contradictions through careful ideological work, and invite the two sides to talk and solve them. If it is simple, it is likely that the contradiction will not be solved, but the catering staff will have distrust and blame for the supervisor.
2. Listen more, speak less, and observe. Don't take it for granted or take it for granted.
most people want to talk to others or vent for a while when they are wronged or encounter something unsatisfactory, so as to achieve psychological balance. Two people are at odds or have an argument because of psychological contradictions. If you only talk about each other's wrongs and criticize each other's wrongs, both sides of the contradiction will not pay attention to your persuasion, but may add fuel to the fire and aggravate the contradictions between the two sides. If you invite one of them to your side first, be a loyal listener yourself, and let him tell his own truth and the other's wrong without scruple. As long as you carefully observe each other's expression and laugh it off, it is the best way to enlighten them. When both sides have finished venting, you only need to get to the point according to the expressions of both sides just observed, and dredge and guide them, so that you can achieve your expected effect. Therefore, looking at the essence through the phenomenon is the key to solving the contradiction. Just like a doctor's diagnosis, we should guide patiently and let the other party open their hearts to speak out their psychological contradictions and thoughts. Only when the root cause is found can we prescribe a good prescription.
3. Put yourself in the other's shoes and eliminate misunderstanding.
There must be a reason for the contradiction. Usually, both sides of the contradiction think that they are reasonable, just because the other side has gone too far. This kind of situation is usually related to misunderstanding. As the saying goes, suspicion breeds dark ghosts, and both sides look at each other with colored glasses. At this time, both sides feel psychologically uncomfortable and hope that the supervisor can stand up for themselves. When dealing with such contradictions, we should pay attention to putting ourselves in the other's shoes, so as to reduce the anger and resistance of the parties, create a peaceful conversation environment as far as possible, grasp the key of misunderstanding and untie the knot of contradictions. Sometimes both sides of the contradiction stand on the edge of conflict resolution, understand their own faults and mistakes, and sincerely want to calm the contradictions between the two sides, but because of face, both sides are unwilling to take the initiative to bow their heads and admit their mistakes. In this embarrassing situation, both sides want each other to give themselves a chance to step down, so it is difficult to break the Xinjiang bureau. At this time, if the supervisor can observe attentively, put himself in the catering staff's shoes and grasp the psychological weakness of both sides, the problem will be solved with one blow.
4. Criticize severely and punish lightly.
We all know that even if a person makes a big mistake, he doesn't want to be punished by his superiors, but if you criticize him on the basis of facts, even if the wording is harsh, the other party can still accept your criticism, and some catering staff will admit their mistakes because of your guilty criticism. If heavy penalties are imposed blindly and frequently, catering staff will have rebellious mentality, or be forced to obey you under the pressure of heavy penalties on the surface, but they have negative ideas in their hearts. On the other hand, a cadre who only knows how to control catering employees by means of punishment is not a competent cadre. Therefore, punishment is a double-edged knife. Proper use of punishment can set an example for others, while abuse of punishment will stab yourself. In a unit, there are often some people with special personalities or situations; Or more absurd, self-righteous people. For this kind of person, you can give way appropriately at ordinary times, and don't care too much for the sake of pure prestige of the supervisor. The more special or pretentious people are, the stronger their self-esteem and vanity will be, and they will have their own advantages, or they will be unruly if they can be independent, have rich work experience or work efficiently. If you insist on playing hardball with such people, even if you win, you will lose both sides. It is better to adopt soft tactics and make some favorable concessions on some small things or sections than to make both sides lose. If it is out of line, don't avoid and tolerate it. On the basis of rationality and evidence, combine hard and soft, and talk education and discipline punishment complement each other. Otherwise, if you are afraid of him, he will become arrogant and the normal management order will be destroyed.
5. forgive others.
contradictions and mistakes will inevitably occur in the work. People are always likely to make mistakes, but don't let subordinates make more mistakes and don't make good mistakes. Therefore, to solve the internal contradictions of catering staff, it is important to tolerate others' mistakes, help problematic catering staff realize their mistakes, and allow others to correct their mistakes, especially those who have opposed themselves. In fact, in life, nine times out of ten, there are unpleasant things. Who hasn't been wronged, frustrated or even wronged? For decades, if you are full of resentment, pain and resentment, wouldn't you be an abnormal person? It's better to put misfortune and sorrow aside as much as possible, and leave more happy and beautiful things and memories in your heart to make your life happy, chic and more meaningful. As the saying goes, the prime minister can punt in his stomach. Being able to tolerate others' mistakes can enhance one's personality strength and help solve the special and complicated problem of internal contradictions among catering staff.
6, a centripetal force, cohesive unit, is generally a good solution to internal contradictions within the team.
The working environment is relaxed and lively. Everyone can learn from each other and respect each other, so that they can experience the fun of work with their hearts. The quality of catering staff and cadres will be improved accordingly, and all production and sales indicators will be achieved well. In this way, our work will be easier and more efficient, and our management will go to a higher level.
The causes and manifestations of various contradictions among catering employees are complex and varied, and vary from person to person, from time to time, and are complex contradictory psychological and ideological problems. It is a realistic and difficult management. Only by doing this kind of management well can we win the hearts of employees, reduce the internal friction of enterprises, enhance cohesion and team spirit, gather people's hearts and accomplish tasks well.