In the initial phase of COVID-19, restaurant leaders were tasked with creating and implementing necessary safety procedures to protect the physical health of workers and customers. Now, as we continue to navigate the chronic phase of the pandemic, the new challenge is to protect the emotional health of a traumatised workforce experiencing elevated levels of anxiety, stress and uncertainty about the future.
In the before times, pre-pandemic, most of us would never have thought of foodservice staff as essential workers, now there is a greater understanding of the importance of our once thriving Kiwi hospitality sector and those who work in it.
Going forward, how can restaurant and café owners promote the culture of resilience and resolve us Kiwis are known for?
The Ministry of Health offers detailed guidelines for re-opening restaurants and cafés safely, including protocols ranging from dining room capacity reduction and social distancing to wearing masks or PPE gear. The Ministry also urges employers to look after the wellbeing of employees, including promoting healthy eating, exercise, getting enough sleep and taking time to unwind.
Create A Psychologically Healthy Workplace
It is important to consider what stressors your workers are facing. Are they responsible for childcare or eldercare? Are they managing their children’s distanced learning? Are they taking public transportation to work? Do they have any underlying health conditions making them more vulnerable to the virus?
All of these factors can have a profound impact on an employee’s mental health and ability to focus at work. A solution is to implement health checks at the beginning of each shift, both physical health checks (such as taking an employee’s temperature) as well as mental wellbeing checks – ask your employees how they are doing. What are they struggling with? What do they need to feel safe at work? Showing genuine concern will go a long way towards building trust and engagement.
Keep Good Communication
At times of crisis and uncertainty, you can’t over-communicate with your people. Lack of information can lead to an increase in anxiety and stress and a decrease in engagement and performance. When information is not forthcoming, people will often “fill in the blanks” with their own fears.
Be clear about direction. Be transparent, when you can. If you don’t know something, share that too. Workers will appreciate your honesty. Lead with a focus on empathy, compassion and humility.
Give Your Team a Mission
Leading with a mission and purpose has enormous adaptive value right now. No one knows when life will go “back to normal,” or what normal will even look like. What we do know is that an entire workforce has been uprooted and connecting people to a greater purpose can help promote resilience and recovery.
Research has shown that a shared vision or sense of purpose is the strongest predictor of organisational effectiveness, engagement, and product innovation. Encourage workers to share their ideas on how to carry out the mission. Given the current environment, are there new ways of doing business? How can you work with what you have?
It is a tough time for everyone in the industry. Be sure to reach out and use the resources available, together we can weather the COVID storm.
