Uncovering the Truth - Why Miscommunication Isn’t Always Your Team #restaurantmanagement #restaurant

11 Jun 2023 · 1 min

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Short excerpt from a YouTube video by Donald Burns (June 11, 2023) addressing miscommunication in teams. Burns frames miscommunication as a two-sided coin: one side is leader responsibility (clear expectations, explicit instructions, check understanding) and the other is employee responsibility (care/intent to follow directions). He advises leaders to first verify they communicated clearly and, if the team member still fails due to not caring, to replace them.

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You did not tell me exactly how you wanted it done, when you wanted it done, exactly every detail you wanted. You did not tell them the expectations. That's the first side of the coin. If I flip the coin over, the other side of the coin is don't care. Now, if they don't care, then that's not your problem. That's their problem. And what you need to do is replace them. So I always look at the coin, two sides. Now, if I have a miscommunication problem, the first part is always on my responsibility as the leader. I look and say, maybe they don't know. Maybe I didn't set the expectations. Maybe I did not explain myself clearly. So I go over, did you understand what I mean? Did you understand exactly what I wanted done, how I wanted it done? Yes. They say yes, demonstrate it. Okay, that's exactly how I want it done. Now they know. Now, if they don't do it now, it's on the other side of the coin. They don't care to follow the directions. And then if my standards are high, what do I need to do?