Stephen is a 35 year old food services manager at Queen's University's Hospitality Services. He is responsible for managing all kitchen staff including food prep, dishwashers, chefs etc. that prepare meals for the University's five dining halls. Employees working for Stephen range in age from 18 to 65 years old. In addition, the employees come from diverse cultural and ethnic backgrounds. For some, English is their second language.

Stephen has completed the Ontario Food Handler Certification course and tries his best to keep up with food safety issues in the kitchen but he admits it's not easy. He frequently provides employees with "on the job training" about food safety basics (for example, appropriate hygiene and handwashing, time/temperature, and cleaning and sanitizing). But due to frequent turnover of employees, training is often rushed and some new employees are put right into the job without training.

The University's Hospitality Services management team are supportive of Stephen and his food safety efforts because they know if a food safety outbreak were ever linked to their meal halls; it would likely put the University in jeopardy.

One day, Stephen arrives at work and is upset. Things at his home have been a challenge and he arrived at work having an untidy and disheveled appearance - he was lucky to find a relatively clean shirt to wear for work. He acknowledges that his hair is unkempt and he needs a haircut and that he should clean his hands a little better, especially after working on his car the night before. Walking into the kitchen, he notices several trays of uncooked chicken sitting out in the kitchen area. It appears these have been sitting at room temperature for several hours. He is frustrated and doesn't know what to do. He feels his message about food safety isn't getting through to the employees.

In an effort to get employees to practice food safety, Stephen has posted signs throughout the kitchen that read: Wash Your Hands Before Handling Food; Keep Food Refrigerated; Wear Hair Nets At All Times etc. He has also provided all employees with a thermometer so that they can check food temperature and provides wash sinks, soap, and paper towels so all employees can wash their hands frequently.

1. What are the communication challenges and barriers Stephen experiences and what solutions might Stephen consider in addressing each of these challenges and barriers?
2. What are some of the major forces influencing Stephen's workforce behavior?
3. What strategies Stephen might use to motivate his team to follow safe food handlingpractices? What makes these strategies potentially effective?