Build a positive workplace culture

It can take a lot of courage for staff to report concerns to their superiors, and if there’s no action afterwards, it can feel like their complaint fell on deaf ears.

Heidi Moore, chef and senior food producer on MasterChef Australia and Dessert Masters, says it’s the follow-up in the reporting process that really makes the difference to staff wellbeing and kitchen culture.

“Oftentimes people are happy to raise concerns but it’s the lack of follow-up that causes issues – that’s a very common feeling across the industry,” she says.

“There’s a sense that concerns can be downgraded by managers [who are] not trained in follow-up procedures.”

If you’re experiencing a high staff turnover instead of a strong and stable team, Moore suggests reviewing your follow-up procedures.

Chef and restaurateur,Darren Roberston , co-owner of Three Blue Ducks, says that mastering follow-up really comes down to clear communication.

“If you’re not following up with an issue that’s been raised, this will add more frustration – you have a responsibility to act upon it,” he says.

“And if you can’t change it right there, then communicate that.”

Nick Cross, culinary trainer and chef of 12 years, says written procedures that staff can follow can really help in dealing with conflict or concerns.

“Then [the issue] can be put to a higher-up to set a plan and – crucially – a timeframe for resolution,” he says.

“It’s important to have a clear pathway to follow instead of just an ‘Okay, I’ll fix it’ or muddled words that don’t give a solid end point.”

While it’s important for chefs to keep expanding their cooking skills, Heather Rush, Internal Communications Manager for TEEG, the parent company of Timezone, Zone Bowling, and Kingpin, says often training managers in conversation skills can be equally important.

“A lot of businesses have one-way communication strategies,” she points out.

“That doesn’t allow for a flow of conversation, or for your team to feel encouraged to talk to their leaders. [We need to] support our managers in learning how to have better open conversations with their teams [beyond just] performance management.”

Often it’s the staff on the ground who will have the most telling insights about business operations, so valuing feedback from your most junior team members can really enhance workplace culture.

“I’m here most days – just being around, being present in the venue, hearing the conversations, you get a sense of what’s going on,” Robertson says.

“Personal catch-ups and staff days are important, and we’ve also got WhatsApp groups for different sections, where people can voice things and communicate.”

Have you put time into identifying your business’s core values to help set the tone for your culture?

Whether it’s about innovation, inclusivity or integrity, Rush says making your values people-focused will help your team feel appreciated.

“If you define what you want to achieve and who your people are, that helps you navigate everything else,” she says.

Of course, if you can get your team humming smoothly behind-the-scenes, your customers will reap the rewards.

“It’s your people that are making you the money,” Rush points out.

“It’s your people that are going to give that great experience to your customers, so you need to give that great experience to your team.”

Whether you hire a permanent people and culture manager or a consultant for an overview of current practices, the chefs we spoke to are unanimous that it can be difficult for owner-operators to cover all HR bases.

“When you’re in amongst it, you can’t always be objective. It can be helpful to outsource if you’re unsure of your current systems,” says Moore.

“There are so many resources, companies and specialists that you can get help from. Smaller teams would be wise to start utilising even basic AI technology to start the process.”

Three Blue Ducks employed a human resources manager a few years ago, and Robertson says it’s been a game-changer.

“They can just read the room and get a lot more out of it … [spreading] positive culture and having an impact,” he says.

Rush says smaller businesses can even use AI technology to get started.

“There are so many resources, companies and specialists that you can get help from,” she says.

“In this day and age smaller teams would be wise to start utilising even basic AI technology to start the process.”