The role of psychology in the activities of a catering technologist. Professional ethics and psychology in catering

Subject objectives: determining the most effective methods and ways to improve and improve working conditions at public catering enterprises; rational organization of customer service; relationships between people in the course of their labor activity(psychological microclimate in the team); organization of the labor process of a catering worker (cook, bartender waiter) and ways to reduce fatigue.

Knowledge: what are cognitive processes (sensations, perception, memory, thinking, imagination), with the help of which a person cognizes the world and himself; attention (no cognitive process can proceed without it, since it allows you to focus on something); feelings and emotions that reflect a person's experience of his attitude to the phenomena of the surrounding world; will, providing conscious regulation of behavior; temperament, character and abilities of a person; about ethics, etiquette and their purpose in professional activity because a culture of service helps keep customers and visitors loyal; about verbal and non-verbal means of communication - the culture of speech, its importance in serving the visitor;

Ability to establish contacts with visitors; understand the individuality and diversity of customers; show goodwill, sincere and interested attitude towards visitors, based on the observance of ethics and etiquette; use their potential, knowing their own capabilities, abilities and personal qualities.

The concept of psychology as a science Psychology is a science that studies the psyche, the inner world of a person. The human psyche is a mental reflection of reality, i.e., images of the environment, feelings and thoughts, needs, actions, gestures, facial expressions. Mental reflection is a complex, active process. During its course, the external influences of the surrounding world are refracted through the inner spiritual world. Each person perceives the surrounding reality in his own way, as a result of which he has reflected mental images.

Mental phenomena are any manifestations of the human psyche. All mental phenomena are divided into three categories Mental processes Mental states Mental properties

The concept of mental processes Mental processes are the fastest, short-term mental phenomena. They are in response to current events. Mental processes are closely interconnected and merge into one process of the psyche. The interconnection of mental processes lies in the fact that perception is impossible without sensations, memory without perception, and attention without thinking. Mental processes include: sensation, perception, attention, memory, thinking, speech, imagination.

Sensation is a reflection of the properties of the external environment arising under the influence of the action of various stimuli on the senses. Charles Sherrington identified three types of sensations: 1. Interoceptive - reflect the state of the internal organs (hunger, thirst, pain). Receptors are found in the heart, walls of the stomach, and blood vessels. 2. Proprioceptive - receptors in muscles and tendons. They reflect human movements (kinesthetic) and the state of balance. 3. Exteroceptive. Receptors are located on the surface of the body and communicate with the external environment. These are the five senses

Distant and contact sensations Distant sensations include vision, hearing, and smell. To contact taste, touch, pain, temperature and organic sensations (from internal organs) and motor. Also vestibular and vibratory.

Perception - the processes of receiving and processing information in order to create a holistic subjective image of an object based on sensations. Perception includes sensations and their comprehension. Perception forms an image from different sensations, for example, the image of a cup of coffee may include its appearance, the smell of coffee and its taste.

Internal factors of perception Experience - perception in accordance with past experience. Needs - what a person needs. I am a concept. The perception of the world is grouped around the perception of oneself. Perception setting. We see what we expected and are ready to see. The effect of sweet porridge. Personal characteristics. Optimism forms the positive features of the image.

Attention is the selective focus of perception on a particular object. Attention arises when there is an interest in something, reflects the orientation of the needs of the individual. Described by focus and focus. Concentration means the concentration of perception and its abstraction from other objects or properties.

Attention properties Switchability - conscious complete transfer of attention from one object to another Volume - the number of objects covered simultaneously Stability - the ability to maintain concentration for a certain time Concentration - the ability to arbitrarily direct attention to a specific object

Types of attention Involuntary Attention forms the figure of attention - the background also appears. In the figure you can see both a girl and a skull regardless of the will. man. Arbitrary - associated with volitional effort and is accompanied by tension. Post-voluntary - is based on a conscious choice of an object and is associated with the presence of interest.

Classification of memory According to the content, memory is divided into: Sensory, Figurative, Verbal-logical, Emotional. By duration, they distinguish: Short-term Long-term memory.

Laws of memory Law of repetition Law of meaningfulness Law of edge Law of setting Law of incompleteness Law of action Law of optimal row length Law of context Law of inhibition Law of interest

Short-term and long-term memory Short-term memory allows you to store information without repetition for several minutes George Miller conducted experiments and found that an average of 7+ -2 elements remain in short-term memory. Today, the volume of 4-5 elements is more often called. Grouping effect - memory capacity increases if objects are grouped by meaning in threes. "Ebbinghaus Curve" - ​​the longer the time interval, the less information is stored.

Thinking is the highest level of cognition, reflection. In its course, a person comprehends those properties, connections and relations of objects that cannot be perceived directly. Thinking uses both the accumulation of information and its comprehension through judgments and conclusions.

Levels of thinking Visual and effective. Sensorimotor intelligence according to Piaget. Thought is inseparable from action. It occurs in children from 1 to 3 years of age. Specifically figurative. It is associated with the formation of images of specific objects and the possibility of operating with images separately from objects. Formed from 3 years. Abstract-logical. The ability to form abstract (generalized) concepts and the formation of hypothetical constructs. It appears from the age of 7 and fully develops by the age of 15-16.

Operations of thinking Comparison - establishing similarities and differences Analysis - dividing an object into parts to study its properties and structure. Synthesis is a way to assemble a whole from parts or phenomena. Abstraction is a distraction from non-essential properties of objects and the creation of generalized concepts reflecting important properties. A concrete concept is a category of objects. Abstract concepts reflect properties, such as "wisdom". Concretization is the selection of the particular from the general. For example, from the concept of a person - a man and a woman. Idealization is the selection of some property of an object and bringing it to fullness, to the maximum.

Operations of thinking Hypothesis Induction - the ascent in the process of thinking from the particular to the general. Deduction is the movement by reasoning from the general to the particular. Classification Generalization

Stages of Creative Thinking Graham Wallace identified the stages of creative thinking. 1. Accumulation of information 2. Incubation 3. Insight 4. Verification.

Speech is the way people communicate using language constructs. It involves the formulation of thoughts by linguistic means and their understanding. A verbal sign has a meaning - a connection with objectively existing objects and their properties. Personal meaning is the subjective experience of the content of the word.

Speech IP Pavlov believed that only speech activity makes it possible for a person to abstract from reality and generalize, which is a feature of human thinking. Language serves as a means of preserving social experience, a means of communication and an intellectual tool for thinking.

Imagination The ability to create images and concepts and manipulate them. Modeling, planning and playing depend on it.

Imagination is divided into: Reproductive (reproduction of reality) Productive (creative); with relative and absolute novelty of images. Imagination operations: Agglutination is the creation of a whole from parts of different objects. Hyperbolization is an increase in scale. Litholization - reduction. Typification is the identification of similarities. Repeating in different phenomena

Representation is the process of mentally recreating images of objects and phenomena that this moment do not affect the senses. It is also called the mental image itself. Representation can be defined as a visual image of an object or phenomenon, presented in front of the mind's eye of a person.

Representation Representations based on perception. Such representations can be close to visual images and have different degrees of generalization. They form the image of the human world. Thinking-based representations are abstract and have few concrete features. Representations can be formed on the basis of imagination and be a product of creativity.

The word of French origin, literally translated into Russian means "a set of rules of conduct in society." Etiquette and ethics are closely related concepts.

In etiquette, two sides are distinguished: moral and ethical (norms of behavior) and aesthetic external forms of manifestation of these norms, i.e. grace and beauty of manners. These two sides are relatively independent. One can be, for example, a good, kind person, but to show one's spiritual qualities is ugly, inelegant, rude. And, on the contrary, it happens that a person who is evil by nature behaves outwardly beautifully, quite attractively. Meanwhile, the ethical and aesthetic aspects of human behavior constitute a single whole. It is no coincidence that in Ancient Greece The social ideal was the harmony of the inner qualities of a person - nobility, beauty, kindness, honesty - and the external manifestation of these qualities - elegance of manners, ease of movement.

Thus, in etiquette, ethics is combined with aesthetics. We can say that etiquette is a beautiful, "aesthetic" ethics. Manners are elements of etiquette, manifested in certain types human communication and behavior. In everyday life, both sides of human behavior - ethical and aesthetic are inseparable, united.

The aesthetic side of behavior - the beauty of manners, skills and abilities in communication, that is, external forms of behavior, has become a subject of public concern since ancient times.

Much attention was paid to this in ancient Egypt, Persia, Assyria, Babylon.

Manners. Tin comes from the French "maniere", which means "reception", "mode of action", that is, a way to keep oneself. As downloaded above, manners are an external form of behavior, treatment of others. Manners are both gait, and gestures, and facial expressions of a person, as well as the properties of his speech (used expressions, top, intonation).

In the work of service personnel, manners play a paramount role, they are an indicator of the external and internal culture of the employee. The beauty of hand movements, gait, the ability to stay in front of visitors, to behave in a conflict situation is a manifestation of good manners. Common manners, including in the service sector, appear involuntarily. Good manners do not arise in a person by themselves, they must be educated. The success of this education depends on the inner plasticity of a person, his gift to adapt to the most unexpected changes in the situation, to new conditions. Here, the features of the human psyche, his character, temperament, inclinations and antipathies also play an important role. Thanks to his flexibility, a person can develop in himself such qualities as discipline, diligence, will, patience, observation, which form the foundation of human behavior.

The manner of the staff is built on the principle of caring for others. His behavior should indicate attention to the consumer, his requests. The waiter (head waiter, bartender, bartender, cook) must show, first of all, hospitality. Experience shows that a waiter with bad manners, as it were, pushes away, extinguishes people's sense of festivity when visiting a restaurant or cafe. Cannot arouse the sympathy of the guests and the excessive obsequiousness of the waiter.

When meeting visitors at the entrance to the hall, the head waiter or waiter, first of all, greets them. At the same time, he does not give his hands, but if the visitor himself wishes, then this should be done. The waiter accompanies the greeting of the guest with a slight tilt of the head and a smile. All behavior of the waiter should express friendliness, correctness and restraint.

The smile in this case plays a strictly defined role. A waiter or a bartender should not forget that, perhaps, a person came to visit them after a hard day, got tired, and a smile will help in this case create an atmosphere of hospitality and sincerity, and cheer you up.

The next requirement is a beautiful posture and gait. A beautiful posture is light and graceful movements, without sharp turns, waving arms, protrusion of the chest and abdomen. Even the gait of the waiter attracts the attention of the guests. You should move around the hall quickly, but measuredly enough, not running, with light steps.

Of course, the general appearance of a catering worker largely depends on well-tailored uniforms and shoes. High or curved heels can unrecognizably change the gait, giving it an unnatural, mannerism.

The correct posture of the waiter is an indispensable condition for good manners. He should stand straight, not leaning on a sideboard or table.

An unpleasant impression is made by a waiter or bartender who, in the process of explaining, waves his arms or listens indifferently to the visitor. You need to look the interlocutor in the eye, carefully listen to his wishes.

You should not keep your hands in your pockets in the presence of a visitor, this is regarded as a manifestation of complete disregard and indifference. Etiquette requirements prohibit the waiter, bartender or bartender from slobbering fingers when counting bills, crunching fingers. In general, the waiter should keep his hands “under control”.

Of great importance are facial expressions and facial expressions, on which there should be only cordiality and friendliness. The specifics of the work of a service worker requires that his face is always attractive, and his facial expressions are free, relaxed. You should not strain your face when reacting to the actions of the consumer, on the contrary, the facial muscles should be relaxed. It is unpleasant for the consumer to see a waiter with a tense expression, raised eyebrows in astonishment, an underlined expression of bewilderment. When they say about a person that “everything is written on his face”, then in this case “it is written” should be goodwill, but not indifference, not contempt for others, or, conversely, servility.

1. Working breakfast: start at 8.15-9.00. Duration - from 30 minutes to 1 hour.

Clothing - casual business suit. The goal is to resolve fundamental issues on the planned contracts, transactions, etc. simultaneously with breakfast - for reasons of saving time.

A working breakfast is advisable if the number of participants is small - no more than five people.

Alcoholic drinks are not served, the menu is limited, spouses of businessmen are not invited.
2. Breakfast: start at 12.00-12.30. Duration - 1-1.5 hours. Clothing - everyday business.

Menu: cold appetizers, one or two hot dishes, dessert, coffee. Drinks - dry wines, champagne. Spouses of businessmen are not invited (but there may be an exception).

In general, daytime receptions are less solemn and more businesslike than evening ones.

3. A cocktail, a glass of champagne - a short reception (1.5-2 hours), as a rule, takes place while standing. Drinks, as well as hot and cold snacks, are served by waiters. Sometimes this type of service is complemented by several more buffets, where drinks are offered to those who wish. Reception starts at approximately 17:00.

4. "A la buffet" ("a la fourchette" - fr. - with a fork: since "a" is a preposition denoting the instrumental case, and "lafourchette" is a fork). The duration is the same as for the "cocktail" type reception, the start time of the reception is also about 17 hours.

This reception is held standing, but there is the following difference: at the "a la buffet" reception, tables are set with snacks, hot dishes, as well as dishes and cutlery. The guests themselves put the desired dishes on their plates. However, the name of the technique suggests that there are only those dishes on the tables that can be eaten without using a knife, while standing, i.e., holding a plate in your left hand and a fork in your right.

Clothing for receptions such as "cocktail", a glass of champagne and "a la buffet" - an ordinary suit, but in a darker color, women's suits are more elegant, less stringent requirements for jewelry.

5. Buffet lunch - a reception, the beginning of which is scheduled for approximately 18-20 hours. Fundamental difference from the "cocktail" and "a la buffet" receptions, except for the start time and duration (2.5-3 hours), in that although food and appliances are on big table, playing the role of a buffet, however, this technique takes place not standing, but sitting. Tables are set in the hall, and those invited, having independently chosen snacks, sit down at the tables.

Since in this case it would be inconvenient to sit down at one long table (plates in the hands of the guests, different time seating at the table), tables are placed in such a way that each can accommodate 4-6 people.

Although this is an evening reception, however, a tuxedo and evening dress are not required, since the reception is self-catering, the guest in evening dress will feel uncomfortable walking around the hall with a plate in search of a place.

6. Dinner is the most solemn form of reception. Note that some of the most respected guests, for example, the first persons of the company, can be invited to dinner with their spouses (spouse is not invited to all other listed forms of business receptions).

INVITATION.

Speaking about the rules of etiquette taken into account in the organization of business receptions, we should first of all mention invitations.

Invitations are usually made in a typographical way, and additional information (surname, name, patronymic of the invitee) can be entered by hand.

The invitation does not contain the date of departure and signature.

The first lines of the invitation give information about who (what organization) and for what reason invites to the reception. The turnover "invites" or "has the honor to invite" is usually used, followed by the surname, name, patronymic of the invitee.

Sometimes the host firm sends an invitation to another firm without indicating the names of those invited. The text might be something like this: "Firm M invites twenty employees of firm N to a banquet for the occasion..." In modern business practice, this is quite common. In such a situation, the company whose employees are invited determines the names of those who will be present at the reception, and transfers the list of names to the inviting company. Employees whose names are on the list must present to the security at the entrance to the premises where the business reception will be held, an identity document (however, the first person of the invited firms

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2 TABLE OF CONTENTS Introduction Chapter 1. Subject "Professional ethics and psychology in catering”, its structure and tasks Chapter 2. The concept of psychology as a science Chapter 3. Mental processes and states 1. General concept of the psyche 2. Sensations 3. The role of sensations in the work of a cook 4. Feeling of fatigue and ways to overcome it 5. Feeling of fatigue in the work of the cook 6. Feeling tired in the work of the waiter 7. Perception 8. The role of perception in improving the work culture of the cook 9. Memory 10. Thinking and speech 11. Imagination 12. Attention 13. Emotions and feelings 14. Will Chapter 4. Individually - psychological features personality 15. Marxist-Leninist understanding of personality 16. Temperament 17. Character 18. Abilities

3 Chapter 5. Professional ethics of catering workers 19. Fundamentals of Marxist-Leninist ethics 20. Main categories of professional ethics 21. The concept of professional etiquette 22. Speech etiquette of a waiter, bartender, bartender 23. Table behavior etiquette Chapter 6. Psychology of work of public workers nutrition 24. The concept of the types of human activity 25. Knowledge, skills, skills 26. The concept of the psychology of the work of catering workers 27. The psychology of the work of the cook 28. The psychology of the work of the waiter 29. The influence of the mental state of the waiter on labor productivity and well-being during work 30. The labor process of a bartender Chapter 7. Psychology and the main stages of the service process Chapter 8. The principles of professional behavior of a waiter (bartender, bartender) 31. Psychological contacts are the basis of the service process 32. General principles of professional behavior

4 waiters (bartenders) 33. Professional behavior of a cook, waiter, bartender, bartender 34. Conflict situations in service and ways to overcome them Recommended literature INTRODUCTION Public catering in our country is a large branch of the national economy. The main tasks assigned to it by the party and the government are the production of a wide range of high-quality dishes and culinary products, the introduction of comprehensive mechanization and automation of production, and an increase in its economic efficiency, the level of service culture. The solution of these problems largely depends on the training of new personnel and their competence. Those who enter the catering industry today must be comprehensively educated people. The range of their knowledge includes information not only in the field of cooking, commodity science food products but also the psychology of human relations. No matter how perfect modern technology, which is used by public catering workers, no matter what new technologies are used in production, they may not give the desired effect without the ability of workers to establish psychological contact with each other and with the people around them, primarily consumers of their products. The objective of the course "Professional Ethics and Psychology in Public Catering" is to systematically familiarize future waiters, bartenders, bartenders, head waiters, chefs, confectioners with all stages of customer service, methods of establishing correct relationships with them from the point of view of ethics and psychology. Knowledge

The 5 foundations of these sciences will allow workers in mass catering professions to improve the culture of work, to realize their professional capabilities and qualities. CHAPTER 1 The subject "Professional ethics and psychology in public catering", its structure and tasks Every day, thousands of people come to canteens, cafes, snack bars, restaurants to dine, relax, have a good time, celebrate family celebrations, anniversaries. The task of public catering workers is to serve them well, feed them deliciously, and at the same time save them from household worries and troubles associated with the implementation of these activities. Freeing the able-bodied population from the unproductive labor of cooking at home, catering workers contribute to an increase in people's free time and thereby create favorable prerequisites for the comprehensive, harmonious development of the individual. Thus, we can assume that public catering has an impact on the restoration of the strength of workers employed in various sectors of the national economy, and ultimately on their productivity. In our country, a lot of work is being done to transfer public catering enterprises to industrial methods of cooking using highly prepared semi-finished products, chilled and quick-frozen dishes. Thanks to the technical re-equipment of enterprises, new types of processing of raw materials and products are introduced, and the main labor-intensive processes are mechanized. At the same time, the task of improving customer service is being carried out.

6 Workers engaged in the preparation of dishes and culinary products use a variety of equipment that forms the basis of the technological process. Many devices are characterized by such parameters as high temperature, atmospheric pressure, speed and intensification of technological operations. On the modern enterprises public catering, a qualitatively new technology of cooking, new forms of control and management of apparatus and machines are being developed. The labor activity of a cook and confectioner is more and more freed from labor-intensive routine operations, and the share of creative work is increasing. Automated devices are being introduced that transmit information about the state of the production process using special indicators. Creation qualitatively new technology cooking, based on the use of semi-finished products and products of a high degree of readiness, changes the role of the labor functions of catering workers, has a positive effect on their psychology. In the conditions of scientific and technological progress, the requirements for mental labor, the nature of the work of public catering workers are increasing more and more, the ratio of physical and mental labor is changing. In particular, the mechanization and automation of technological processes in public catering enterprises increase the burden on the psyche of workers. The ultimate goal of improving the efficiency and quality of work in catering is excellent customer service. Achieving this goal is impossible without improving, first of all, the general culture of production: improving the working conditions of cooks, confectioners, waiters, bartenders, and technical workers. The concept of "culture

7 production” includes not only technical culture, i.e. production of products and culinary products on the basis of a perfect production technology based on the latest achievements science and technology, the operation of high-performance equipment, but also adherence to the norms of professional ethics. It is well known that the work of cooks, confectioners, waiters, bartenders, bartenders, along with physical effort, is associated with neuropsychic costs and emotional stress. This inevitably affects the well-being of workers and, as a result, the productivity and quality of work. High quality service implies not only friendliness and hospitality when meeting a visitor, but a whole range of specific requirements, among which there are no secondary ones. This is both high quality products and the most favorable conditions for eating, and progressive forms of service, and the aesthetics of the design of halls and table setting, and impeccable appearance employees, their compliance with all the rules of service, i.e. their ideal ethical culture. The labor activity of public catering workers, on the one hand, is aimed at improving the properties of raw materials and obtaining high-quality products for consumption in finished form, and on the other hand, at improving the process of serving consumers. A modern catering worker must have high business qualifications, a general culture, a conscious attitude to work, and master the methods and techniques of service. So, the waiter should be extremely attentive to consumers, but not intrusive, not fussy, not obsequious, have self-esteem. A sense of proportion in service is one of the most valuable qualities. The waiter is in some way both a culinary specialist, an artist, an author of a table composition, and a subtle psychologist. To achieve all these qualities, he needs to know the basics of psychology.

8 labor in catering and the requirements of professional ethics. This knowledge is no less important for a cook, pastry chef, bartender, bartender. Since ancient times, cooking has been classified as an art. To prepare a delicious dish, to give it an attractive appearance, to create a harmony of taste sensations, the composition of aromas is, indeed, an art that can bring pleasure. To prepare such a dish, you will need not only certain products, but also an appropriate production environment. Even the most talented cook is not capable of creating true beauty in an uncomfortable, uncomfortable room. Workshop layout, wall painting, lighting, meteorological environment, i.e. the absence of dust, pollution, kitchen fumes, these are the factors and conditions that are combined in the concept of "production aesthetics". The purpose of the latter is to help reduce fatigue and improve the well-being of workers, increase their productivity, and reduce errors in work. The end product of the chef's labor process are high-quality ready meals and culinary products. Any mistake, negligence, inattention in his work can lead to serious consequences, up to food poisoning. Therefore, such requirements are imposed on workers in this profession as attentiveness, dosage accuracy, quick response, concentration, clarity of action, constant analysis, and the state of readiness of dishes. Creating a comfortable environment in the production workshops will help to protect as much as possible nervous system working from premature fatigue. The same purpose is served by the rational placement of thermal and mechanical equipment, its aesthetic expressiveness. One of the conditions for improving the quality of service is the acquisition by employees of knowledge in the field of practical psychology. This industry

9 studies the mental processes that take place in people working in the specific conditions of the production of public catering enterprises in order to develop such practical advice, which would contribute to the disclosure of the physical and spiritual forces of a person, the use of the achievements of science and technology in the production process. Ensuring a high service culture largely depends on working conditions, which have an impact not only on human performance, but also on social development labor collective. The subject "Professional ethics and psychology in public catering" reveals on a scientific basis the following important practical problems: determining the most effective methods and ways to improve and improve working conditions in public catering enterprises; rational organization of customer service; the relationship of people in the process of their work (psychological microclimate in the team); organization of the labor process of a cook, waiter (bartender, bartender) and ways to reduce fatigue. The specifics of work in public catering, the strict regulation of relationships with visitors require a high speed of mental processes in workers, their quick reaction, the ability to navigate in a difficult environment, constant control and self-control. Therefore, one of the sections of this course is the study of the categories of psychology that determine the professional suitability of people for work in the field of public catering. Knowledge of labor psychology is necessary not only for workers of mass professions in this industry, but also for managers of enterprises. For acceptance

10 well-founded decisions and organization of high-level service requires a certain erudition in matters of interpersonal contacts, creating an appropriate aesthetic environment, both in the trading floor and in production premises. The psychology of work of public catering workers also includes knowledge of the basic motives of people's behavior. Both the waiter and the bartender must be able to determine the nature of the consumer, anticipate his desires, gastronomic tastes, navigate in difficult psychological situations. For a waiter armed with knowledge of the basics of psychology, taking care of consumers will not be a personal favor rendered to them, but a direct official duty. Psychology is an integral element of the scientific organization of labor, contributing to the mobilization of a person's physical and nervous energy, ensuring a more efficient use of material and labor resources, and continuously increasing labor productivity. The psychology of consumer service is closely related to professional ethics, the possession of which is necessary for employees of the service sector, including catering establishments. Their task is not only to welcome guests warmly, but also to serve them taking into account the individual properties of characters, requests and tastes. Professional ethics includes a system of moral norms and rules of conduct in certain situations. The course "Professional ethics and psychology in public catering" studies the conditions and factors for ensuring a high culture of service in restaurants, cafes, bars, canteens and other enterprises in the industry. Moreover, the culture of service is considered as a set of professional rules of courtesy, i.e. ethics (sensitivity, friendliness,

11 courtesy, endurance, smartness) and etiquette (forms of address and greetings, demeanor, gestures, facial expressions, clothing, etc.). CHAPTER 2 The concept of psychology as a science Psychology is a science that studies the psyche, the inner world of a person. The human psyche is a mental reflection of reality, i.e., images of the environment, feelings and thoughts, needs, actions, gestures, facial expressions. Mental reflection is a complex, active process. During its course, the external influences of the surrounding world are refracted through the inner spiritual world. Each person perceives the surrounding reality in his own way, as a result of which he has reflected mental images. The basis of mental activity is the processes occurring in our nervous system, the mental properties (features) of the personality and its condition. Mental processes are sensations, perceptions, ideas, memorization, imagination, memory, thinking, speech, emotions and feelings, will. They show up differently for everyone. The ability of a waiter, bartender or bartender to correctly assess the mental processes of the surrounding people is an important indicator of their professional suitability and high skill. The mental properties of a person are the most significant and persistent mental characteristics of a person that distinguish him from other people. Such properties are temperament, character, abilities, diligence, interests and needs. Knowledge of mental properties is a prerequisite for choosing the tactics of communication between a waiter, head waiter, bartender, bartender, cook with visitors.

12 Mental states of a person (vigor, fatigue, satisfaction with work, activity, concentration, absent-mindedness) characterize his sensual and emotional experiences. These conditions are either short-term or long-term. The mental state of the attendants at catering establishments, their behavior and relationships with visitors, as well as members of the work team with each other, determine the success of the team. Psychology is not limited to describing mental phenomena, but explains them, revealing the patterns that these phenomena obey. The study of the psychology of the service personnel of public catering enterprises gives, for example, an idea of ​​how he feels and perceives the behavior of people, how he recognizes the categories of visitors by their behavior, how he reacts to the influences exerted on him during the service. By systematizing these observations, head waiters, waiters, bartenders form an idea of ​​the temperament, character, and interests of their customers. Knowledge of the basics of psychology gives them the opportunity not only to explain people's behavior, but also to predict it in a given situation. Psychology is a complex science, which is a system of separate branches of knowledge, closely related to each other, physiology, logic, aesthetics, ethics, sociology. The basis of science is general psychology, which studies the patterns of human mental activity. Other branches of psychological science are of a particular, applied nature. These include: social psychology explores mental phenomena that arise when people interact in society, in teams;

13 educational psychology studies the psychological characteristics and patterns of the processes of training and education; labor psychology considers the psychological characteristics of a person's labor activity and the psychological aspects of the scientific organization of labor; engineering psychology studies the distribution and coordination of functions between man and machine. Along with the above, there are other branches of applied psychology: the psychology of sports, scientific and artistic creativity, medical, legal, flight and space, military, trade psychology. An applied branch of psychology is also the psychology of catering. Based on the data of general psychology, which serves theoretical basis of all its applied branches, the psychology of public catering studies the motives that guide visitors when choosing dishes, individual, age and other characteristics of demand for products manufactured by public catering enterprises. The psychological factors underlying the service process, the causes of conflicts and ways to resolve them are explored and explained. A special section is made up of the psychological characteristics of the work of workers in the sphere of bartenders, waiters, head waiters, bartenders. To understand the behavior of people who come to spend an evening, for example, in a restaurant, it is not enough to know only general psychology. In this case, the waiter cannot do without information about such concepts as psychological contact and communication. At the same time, he must not only understand the behavior of the visitor, but also be able to correctly evaluate his

14 inner emotional world, in order to consciously regulate their behavior. It is known that the task of catering workers is the ability to serve visitors of different ages, character, with different gastronomic habits and preferences. Correctly understand the essence of the service, as well as such concepts as treatment, service, without perceiving them as insulting and humiliating, can only be an employee who is familiar with the psychology of the service process. The psychology of public catering is closely connected with social psychology and the psychology of labor, which, considering the phenomena that occur during the interaction of people in teams, aim to form professionally necessary qualities in workers to increase their productivity. Psychology of work of the cook and. The waiter certainly has its own patterns. In accordance with the specifics of the work of people in these professions, patterns are manifested in relationships with visitors, making up the psychology of the service process. Knowing the characteristics of visitors in accordance with the types of characters, temperament, value orientations and attitudes, the degree of contact with others, the waiter, for example, can obtain a probabilistic forecast of their behavior in a given situation, and prevent possible conflicts. Moreover, the staff has the opportunity to exert a targeted influence on visitors, as well as consciously manage their emotions. Communication is the most important integral part activities of the maitre d', waiter, bartender, bartender. Direct contacts with visitors with varying degrees of sociability require knowledge of the basic principles of the psychology of communication. Serving

15 visitors, the waiter appears to them as the person who bears full responsibility both for the quality of service and for other, sometimes not related to official duties, aspects of the enterprise's activities. Expressing their claims (justified and unfounded) to the waiter, they thereby often unwittingly provoke conflict situations. The dialogue with visitors depends on the professionally correct behavior of the waiter, his experience and knowledge in the field of communication psychology, and in case of conflict, its outcome. sociological research show that up to 30% of the time spent by a waiter on basic labor operations is verbal (verbal) communication with visitors and about 40% of the time is non-verbal (facial expressions and gestures). Despite the short duration, verbal communication creates quite strong neuropsychic and emotional stress on the waiter during the working day. They mainly arise as a result of psychological contradictions between the individual characteristics of the personality of the visitor and the employee of the establishment. Ignorance of the principles of the psychology of communication, inability to conduct a dialogue with visitors (as a result of professional unsuitability) exacerbate these contradictions and can cause a conflict situation. Studies show that in half of 100 cases of conflicts between visitors and employees of public catering establishments, waiters are to blame. The main part of the conflicts arises due to the rudeness, tactless behavior of the waiters, the indirect cause of which is the lack of necessary knowledge in the field of communication psychology. Conflicts are detrimental to both the enterprise and the employee himself. Neuro-emotional breakdowns observed during conflict situations, can reach such strength that they do not pass (are not compensated) even after the employee is given rest the next day.

16 The presence of professional qualities and deep knowledge of the psychology of communication among waiters, as studies have shown, makes it possible to avoid neuropsychic overload. In their reaction in the event of a conflict situation, strong neuropsychic loads are not detected, there are no obvious negative shifts in psychophysiological functions. At large public catering enterprises, work should be established to study the basics of psychology in the field of public catering, communication skills, and dialogue with visitors. First of all, it is necessary for persons directly involved in serving visitors. It is necessary to conduct these classes with the involvement of professional psychologists. When discussing psychological situations that arise in the process of serving visitors, it is useful to arrange situational role-playing games, during which students act out the proposed situations. Games teach to analyze complex patterns of relationships, understand the point of view of the visitor, and contribute to the development of flexible forms of behavior. Control questions 1. What is the essence of the subject "Professional ethics and psychology in public catering"? 2. What does psychology study? 3. What is the subject of study of psychology in catering? What are her tasks? CHAPTER 3 Mental processes and states 1. General concept of the psyche The work of employees of public catering enterprises: waiters, head waiters, bartenders, bartenders of all those who deal with serving people is of a specific nature. The waiter, for example,

17 in the process of serving visitors is under the constant influence of mental stimuli. They are generated as a result of analytic-synthetic. brain activity, and are also created in the internal physico-chemical environment of the body. An irritant is a stimulus for all processes and phenomena that occur in the body, which perceives numerous stimuli that carry a variety of information. This information is processed at various levels of the nervous system. No matter how diverse the information entering the body, it is represented in it by the same physiological process of excitation. This process occurs in all organs, consisting of nervous or muscular tissue, which are excitable, i.e. the property of becoming aroused under the influence of stimuli. Having arisen in one place of the excitable tissue, the excitation passes to another area, spreading to the organ or its part; the organ under the action of excitation is activated. Nerve impulses, which form the basis of the excitation process, have a certain frequency. Impulses can occur at regular intervals, i.e., follow one after another in the form of groups, gradually become more frequent or become rarer. The emerging nerve impulses contain information about the acting stimuli. Human nerve cells perceive nerve impulses of a certain frequency and quality, which determines the selective reaction of nerve centers to stimuli. Another process that plays an important role in the work of service people is the braking process. This is a complex biological process that weakens and stops the activity of one or another excitable organ or its elements. Braking does not

18 the ability to spread and remains at the place of its origin, i.e., it has a local character. Inhibition is the opposite process of excitation. More precisely, inhibition is also an active process in the central nervous system, which leads to a weakening, suppression or complete shutdown of its activity. Thanks to inhibition, a person economically and rationally controls the activity of his body, that is, coordinates it. If there were no inhibition reaction, people would make chaotic movements that would serve as a reaction to every irritation sent from outside. Psychic phenomena are considered by Soviet science as properties of the brain. They should be studied in close connection with the processes of higher nervous activity. The human nervous system has complex structure. It consists of nerve centers and peripheral nerves, braiding their thinnest branches all parts of the body. The central nervous system includes the brain and spinal cord. The cerebral cortex serves as an organ of higher nervous activity. It receives excitation from the lower parts of the central nervous system and regulates all nervous processes in them. Nerves connect the central nervous system with the perceiving organs (eyes, ears, sensitive endings in the skin, muscles) and working organs (muscles). The human nervous system performs two main functions: it coordinates, coordinates the activities of various organs in the body and establishes and regulates relationships with the outside world. According to the theory put forward by I. M. Sechenov, the nervous system performs these coordinating and regulating functions in the form of reflexes.

19 Reflex is the body's reaction to irritation from the external or internal environment. All reflexes are carried out with the participation of the central nervous system. There are a lot of reflexes. We give examples of just a few of them. A person, moving from a dark room to a brightly lit trading floor, reflexively squints his eyes: there is a contraction of the pupils in bright light; in the dark, on the contrary, the pupils dilate. In both cases, there is a reflex reaction of the body to irritation caused by blinding light or darkness. Withdrawal of the hand upon contact with the hot surface of the stove, startling at a sudden and strong sound, salivation when eating, these are all reflexes. The reflex consists of three links. The first link is irritation of nerve endings in the sense organs and the transmission of signals to the brain, the second is the processing of incoming information in the brain, the third is the transmission of an impulse and a response executive body. The great Russian physiologist I.P. Pavlov, developing the teachings of I.M. Sechenov, developed the theory of conditioned reflexes and the second signal system. The essence of this theory lies in the fact that reflexes, by the nature of the underlying neural connections, are unconditional and conditional. These are unconditional, according to I.P. Pavlov, congenital reflexes. They differ in the constancy of the connection between the stimulus and the response. Throughout a person's life, they almost do not change. Depending on the complexity, unconditioned reflexes are divided into simple and complex. Simple unconditioned reflexes include, for example, pupillary, scratching, coughing, sneezing, complex food, defensive, orienting, exploratory, imitative, etc.

20 Complex unconditioned reflexes constitute the main fund of the organism's vital activity. Thanks to the food reflex, the substances necessary for its vital activity enter the body. The exploratory reflex provides a continuous influx of information about the outside world into the brain. An imitative reflex is necessary, for example, in the service sector when transferring the individual experience of servicing visitors by senior staff to junior staff. The connection of the psyche with unconditioned reflexes is taken into account when organizing service in grill bars. Roasting meat in front of visitors causes them to salivate due to the smell and appearance of the products perceived by the olfactory and visual receptors. The unconditioned food reflex arises as a reaction to direct chemical influences of a food nature (the aroma of fried meat). The saliva released at the same time is also the result of the action of an unconditioned food reflex on the aroma that has appeared, that is, on the stimulus that caused it (meat, as an edible object, is processed and digested by saliva and gastric juice). I. P. Pavlov proposed to call conditioned reflexes those that are formed and fixed throughout a person’s life with the obligatory participation of the cerebral cortex. These reflexes, unlike unconditioned ones, are a temporary connection between the stimulus and the reaction to it. When this type of reflex occurs, irritation, as it were, signals the body about the possible impact of an unconditioned stimulus. Human higher nervous activity is based on the functions of two signal systems. The first signal system serves to perceive specific objects or phenomena. It is based on analyzers of large

21 hemispheres (visual, auditory, etc.). These analyzers, which are a system of nerve cells, perceive and process the information received by them. Each analyzer is connected by nerve pathways with the sense organs. Signals directly perceived by the senses serve as stimuli for specific thinking. As a result, reflex acts are formed in the human mind in the form of images and actions. The second signaling system is based on temporary connections. Conditional stimuli for her are not objects of the surrounding reality that cause visual representations, but words heard or read. The anatomical basis of the second signaling system is the speech-motor analyzer, which is closely connected with the visual, auditory and other analyzers, and the word is the stimulus. In the process of serving the headwaiters, waiters, bartenders, the activity of the first and second signal systems is activated. The same happens with the visitor. The object of sale and purchase is a product, i.e., catering products. In the process of its implementation, the guest and the waiter, as it were, conduct a trading dialogue with each other. But initially they establish contact with each other in order to reach an understanding about the nature and quality of the ordered dishes, drinks, etc. To achieve contact, the waiter uses a rich arsenal of means of the second signaling system. With the help of words, he establishes a psychological connection with the guest, modeling in the brain the surrounding objects (dishes, drinks, serving items), as well as his actions. The principle of modeling provides speed and economy in the behavior of the waiter, creates the possibility of foresight. At the same time, the second signal

The 22nd system, interacting with the first one (speech, hearing, vision), ensures the development of conditioned reflexes and thinking in certain concepts. The main organ of mental activity that controls various processes is the brain. The brain and psyche are one, but not identical. This phenomenon is explained by the Leninist theory of reflection, the essence of which is that objective reality exists independently of man and his consciousness. Acting on the sense organs, objects and phenomena of this reality are reflected in the brain. Sensations, perceptions, ideas, thoughts are nothing but forms of this reflection. Consciously reflecting objects and phenomena, a person objectively cognizes them. The human brain is, figuratively speaking, wide gate through which a variety of information enters. To it is added information of no lesser volume, which is not only retrieved from memory, but also developed in the process of creative activity. All this wide stream of nerve impulses, carrying various thoughts and actions, attitudes and desires in an encoded form, rushes to the exit from the brain, i.e. to the executive neurons, which are directly connected with the working organs. The materialistic understanding of the psyche is based on the interpretation of mental phenomena as derived from the influence of the environment, including the social one. Mental activity of people is a means of adaptation to environmental conditions. Materialistic psychology asserts: the materialistic world is primary, the psyche is secondary, that is, being determines consciousness. The activity of the brain, especially the cerebral hemispheres, is the basis on which the psyche arises. The psyche is such a reflection of objective reality, which depends on life experience,

23 accumulated knowledge and individual state. The same phenomenon of the objective world is reflected differently in the psyche of different people or in the psyche of the same person, but at different times and in various conditions. Thus, reflecting the really existing objective world, the psyche at the same time has a subjective character. It depends on the individual characteristics of the individual, her intellectual development. The psyche is characterized by activity. A person carries out mental activity, guided not by passive photographing of reality, but by searching, choosing options actions. Thus, mental processes are mental phenomena that represent a dynamic reflection of reality. Mental processes include sensations, perceptions, ideas, memory, thinking, imagination, will, attention, emotions. 2. Sensations Sensations are the simplest mental processes of reflecting reality, signaling what is happening at a given moment in the surrounding world and in the mind of a person contemplating this world. Sensation is a mental process of reflection of individual properties of objects and phenomena of the surrounding world, directly affecting the senses. Feelings are the basis of mental activity. Through them, impulses enter the consciousness that tell us about the world around us. Sensations are divided into external, internal and motor. External sensations are visual, auditory, olfactory, gustatory, skin and tactile. Thanks to them, a person learns the world around him.

24 Internal sensations of hunger, thirst, nausea, etc. They contain information about the state of our sense organs (stomach, intestines, liver). Motor sensations of movement and position of the body in space (in standing, lying, etc. postures). Depending on the stimuli acting on the peripheral endings of the analyzers, on the sense organs, on the organs themselves, external sensations are divided into the following types. Visual sensations are a reflection of the color and shape of objects. For catering workers, this type of sensation is especially important because it gives an idea of, for example, how people perceive color in the interior. trading floors, the influence of a particular color in the industrial interior. As you know, color can stimulate or inhibit a person's labor activity. Visual sensations are indispensable in the work of a cook. For example, a person with a broken eye is unsuitable for this profession. An eye gauge is needed when determining the components of a particular dish and when dispensing dishes for distribution. Auditory sensations arise as a result of the impact of sound waves on the auditory analyzer. The receptive organ is the ear. Auditory sensations are necessary for the perception of speech. Everyone needs a good ear, but for a waiter it is a professional necessity. Impaired hearing can cause misunderstandings and, as a result, conflicts in the service of visitors. Olfactory senses are used to distinguish various odors. The olfactory organ is the nose, in the mucous membrane of which the endings of sensory nerves are located. Entering with air

25 nose, gaseous substances have a contact effect on the cells of the olfactory receptor. A cook or confectioner must be able to distinguish a huge number of smells. According to the existing classification, odors are divided into nine groups: ethereal, aromatic, floral, musky, garlic, burnt, caprylic (the smell of all cheeses), nasty, nauseating. Taste sensations appear when food enters the mouth. The flavoring substances included in its composition cause complex taste sensations. There are four main types of taste sensations: sweet, bitter, sour and salty. In various combinations, they can give a huge number of flavors. For cooks and pastry chefs, the ability to have this type of sensation is a professionally necessary feature, since it allows, like the sense of smell, to navigate in numerous flavor combinations of products. Skin sensations are a reflection of the mechanical properties of objects that are detected by touching them, as well as by their pressure on the body, friction, etc. So, with the help of skin sensations of the hand, one can feel the shape and size of an object, the state of its surface (for example, to distinguish starch from flour). Tactile sensations, which are combined sensations, are close to skin sensations. Their receptors are located in the skin and the musculo-articular apparatus, which makes it possible to determine, for example, the temperature of the body, objects and the environment. It is known that neither the cook nor the confectioner has any instruments for assessing the quality of products. Organoleptic evaluation, i.e. checking the product with visual, olfactory, taste and skin analyzers remains the only and indispensable way.

26 Feelings have their own characteristics. Sensitivity is the ability of a living organism to perceive and respond to even the weakest influences of surrounding objects. Thresholds of sensations is a characteristic of the magnitude of irritation of any analyzer. The smallest amount of irritation that causes a sensation is called the lower threshold. When exposed to very strong irritation, there may come a moment (phase) when a person ceases to be aware of the sensation. This is the upper threshold of sensations. The threshold of discrimination is a change in the magnitude of the stimulus that causes a barely perceptible change in sensation. So, a change in sound is noticed with an increase in irritation by about 1/10, and a change in the brightness of light by 1/100. When organizing service in a restaurant or cafe, the quantitative characteristics of sensitivity thresholds are taken into account: the permissible sound intensity of the orchestra, the illumination of trading floors. Sensitivity thresholds are individual for each person. The threshold of sensations and the threshold of discrimination in people are not the same: each has its own, individual characteristics of the sensation of smells and tastes. If samples of the same product with an equally faint odor are placed in front of two people, then one of them can feel it more or less clearly, while the other does not smell at all. The same is true with regard to taste: one "captures the barely perceptible bitterness of the product, and the other does not. The ability to perceive subtle odors is the professional quality of a cook. A person who distinguishes well even the slightest odors is said to have a low threshold of perception. The height of the threshold

27 perception depends on the natural characteristics of the organism (sometimes congenital), age, lifestyle, the nature of the food consumed by it, the frequency of drinking or smoking, health status, etc. For the profession of a cook, sensory training and the ability to focus on your feelings when determining the smells of products mean a lot. The thresholds of taste and smell are determined by the minimally perceptible difference in the concentration of solutions or olfactory gas mixtures entering the oral cavity. Those and other thresholds for different people are strictly individual. However, even cooks with average perception thresholds by nature can achieve some success with constant training, which ensures the discipline of the associative functions of the brain, the ability to clearly articulate their perceptions. The specificity of professions in the field of public catering imposes certain requirements on the senses, requires their development. Increased sensitivity as a result of systematic exercise is called the phenomenon of sensitization. The chef must constantly develop his sensory abilities, analyze the sensations that arise in the process of tasting products and dishes. It is useful to study one's own (absolute and distinctive) thresholds of perception, record their changes, and compare them with the height of the thresholds of other workers. To achieve professional abilities, it is useful for a future chef to know about the existence of patterns in sensations. One of them is called adaptation, i.e. the phenomenon of a person's adaptation to certain conditions, manifested in an increase or decrease in the threshold of sensations. Yes, in confectionery shop the confectioner feels the smell of vanillin only at the very beginning, at the entrance to the workshop. Then sensitivity to

28 this smell seems to be blunted (adapted), i.e. the lower threshold of olfactory sensitivity rises. It is necessary to take into account another pattern, which is called the contrast of sensations (change in the sensitivity of the analyzer under the influence of the previous stimulus). So, after eating pickled cucumber or herring, it is not recommended to taste other dishes, as they will seem undersalted. IP Pavlov in his writings proved that sensitivity to sensations increases as a result of the interaction of analyzers with each other or their systematic exercise. According to this theory, a weak stimulus causes an excitation process in the cerebral cortex, which easily spreads, activating other analyzers. For example, a favorable aesthetic environment of a restaurant hall affects the sensitivity of taste analyzers, which manifests itself in an increase in appetite, better digestibility of food, etc. Let us now consider how the sensations discussed above are manifested in human activity at the level of his psyche. It is known that in the process of technological processing of products there are significant changes in proteins, fats and carbohydrates. Chemical and physical analyzes make it possible to establish the degree of changes in the substance in dishes and products only to a certain extent. In ready-made dishes and products, a significant number of substances, especially spices and spices, are contained in barely noticeable quantities that are not determined by chemical analysis. The organs of smell, taste, touch, sight, hearing, which I. P. Pavlov designated by the general term "analyzers", turned out to be a more reliable "instrument", i.e., much more sensitive than instruments.

29 In the human body, analyzers, which are a complex of peculiar perceiving nerve devices, receive impulses from nerve endings called receptors. Impulses from receptors go to the cerebral cortex. Analyzers are divided into chemical, i.e., reacting to the presence of certain chemicals in food products, and physical, reacting to the physical properties of products. The first are analyzers. oral cavity(gustatory) and nasal (olfactory), to the second visual (reacting to optical properties), auditory (reaction to acoustic properties) and, finally, tactile, or tactile (determined) the structure and consistency of products). All human receptors can also be divided into external and internal. According to the ability to perceive irritations, external receptors are divided into two groups: 1) remote, perceiving irritations from objects located at a considerable distance (ear, eye, olfactory organs); 2) contact, perceiving irritations in direct contact with them (organs of taste, touch, etc.). Excitation caused by irritation of the receptors reaches the cerebral cortex, in which sensations arise (visual, olfactory, tactile, etc.). In this way, through sensations, the worker receives data about the color, smell, taste, temperature or consistency of individual products. More holistic, objective images are formed from sensations in his mind. 3. The role of sensations in the work of a cook

30 The most significant role in the work of a cook is played by taste sensations. Physiological basis of taste sensations. A person feels the taste of food with the help of the so-called taste apparatus, which is a collection of taste buds of microscopic formations in the mucous membrane lining the oral cavity and the surface of the tongue. These formations (they are otherwise called chemoreceptors) are divided into four groups, each of which reacts to one of the four main types of taste substances: sweet, salty, sour, bitter. Complex taste sensations are combinations arising from basic sensations. Taste buds are scattered over the surface of the tongue extremely unevenly. In some parts of the tongue there are more taste buds, the irritation of which causes a sensation of bitter taste, in others they are more responsive to sweet, etc. Sweet is best felt by the tip of the tongue, salty is equally good with the root, tip, and edges of the tongue, bitter with the root of the tongue , sour its edges. There are no taste buds in the middle part of the tongue. The taste buds of the tongue, of which there are about 2000, are connected to nerve fibers. Taste cells perceive irritations and, with the help of conductive fibers, transmit excitation to the central nervous system, and they are excited only by substances dissolved in water. The excitability of receptors in different areas of the oral cavity is very selective. The quantity and quality (composition) of saliva secreted in response to exposure to chemical, thermal, mechanical stimuli can vary significantly, closely correlated with the nature of the food, its culinary processing. For example, dry foods produce significantly more saliva than wet foods. Therefore, when

When tasting starchy foods, food must be thoroughly chewed. At the same time, it highlights a large number of saliva, which contributes to a more complete hydrolysis of starch. To get the right taste sensations, it is advisable to drink water with each sip of food. In general, the taste of food is better felt if the tongue is well moistened with saliva: in the mouth, as it were, water solution, which allows you to determine the fullness of taste sensations. Saliva serves as a kind of solvent, due to which taste buds are excited and taste sensations arise. During s, a person can consistently experience several types of taste sensations. If there is a lack of saliva in the mouth, then its appearance can be stimulated different ways: rubbing the back of the tongue against the sky, remembering and vividly imagining taste sensations from various products: lemon, apples, etc. Patterns of taste sensations. True taste sensations obtained from tasting a particular product are those that arise when the taste analyzers are irritated, which together form the organ of taste. At the same time, it is necessary to abstract from other accompanying tactile and temperature sensations. In addition, the food in the mouth serves as a source of olfactory sensations. As a result, taste sensations seem to be "clogged" with olfactory and tactile ones. Only a highly professional master can differentiate them. The duration of taste sensations depends on the nature of the substances that make up the tasting dish or product. The sensation of saltiness is the longest lasting sensation. It is followed (with increasing duration) by sensations of sweetness, acidity, bitterness.

32 There are so-called taste thresholds, i.e. the minimum concentration of a substance that can cause a sensation of taste. For table salt, for example, this value is 0.05 g, for hydrochloric acid, 0.003 g. If you feel the effect of any one taste stimulus, for example, sweet, for a long time, then as a result, sensitivity to it decreases sharply. To enhance the sensation of sweetness, it is recommended to make a wave-like movement of the tongue, mixing the flavoring substance. If you have to taste several dishes, then you should take no more than 3 5 g of food into your mouth. At the same time, it should be borne in mind that taste sensations can change, new, secondary sensations (“aftertaste”) arise. One taste sensation can influence another if the latter quickly follows the first. For example, after eating a pickled cucumber or hard-salted herring, even ordinary water seems sweetish. After sweet, the sensation of sour intensifies, and sour, on the contrary, increases the sensitivity to sweet. With a certain combination of products that contrast in taste, the phenomenon of taste contrast arises: in salty-spicy products, sweetness is usually not felt. And in those dishes where, in addition to salt and sugar, acetic acid is also present, sugar is felt even less (for example, in marinades). The sensation of sweetness can be removed or reduced by changing the ratio of salt and sugar, salts and acids. With the addition of microdoses of salt, the sensation of sweetness is enhanced or emphasized. That is why table salt is added to sweet pastries and some confectionery. The use of taste sensations in the organoleptic evaluation of raw materials is crucial in the successful work of the cook: it depends

33 the taste of the dish, and consequently, the taste sensations of the consumer, his appetite and the process of digestion. Olfactory sensations. A cook's sense of smell to the same odorous substance can vary widely and depend on many conditions. The value of olfactory thresholds is affected by humidity, temperature, atmospheric pressure and other factors. At the height of the olfactory thresholds, there is also emotional excitement. The nature and intensity of the sensation of smell also depend on the state of the olfactory organ. The acuity of the chef's sense of smell during his working life does not remain unchanged. Prolonged professional training develops the ability to recognize odors. Experienced cooks distinguish a much greater number of smells than beginners. The sensitivity of the olfactory organ is also influenced by the physical condition of a person. So, hunger increases the sharpness of smell. Inflammatory diseases of the nasal mucosa reduce the sensation of the olfactory epithelium. In old age, the sharpness of smell decreases due to the gradual atrophy of many epithelial cells. At the time of tasting the dish, the best or worst susceptibility of smell depends on the effect of other substances on his body (for example, coffee or tea enhances, and the medicine taken, such as pyramidon, weakens the perception of smell). The atmosphere of the room also plays a role. The smell is better felt when inhaling vapors of volatile substances, wet warm air. Skin-tactile sensations. It is known who determines the consistency of fish by tactile sensation, and evaluates the quality of raw fish by replenishing the pits formed in places of pressure on its back (in insufficiently fresh fish, the pits disappear slowly). The consistency of the meat is checked by lightly pressing with a fork.

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The labor activity of public catering workers, on the one hand, is aimed at improving the properties of raw materials and obtaining high-quality products, and on the other, at improving the process of serving consumers. Any mistake, negligence, inattention in the work of a cook can lead to serious consequences. Therefore, such requirements are imposed on the workers of this profession as attentiveness, dosage accuracy, speed of reaction, and also, not least, the appearance of the cook.

The profession of a cook requires maximum precision and attention. It is necessary to be able to accurately measure the amount of food, correctly observe all the processes of preparing certain foods, and then also beautifully decorate the cooked dish. All over the world it is believed that the best chefs are men. Men in this business are more diligent and self-critical.

Only they can create masterpieces from an ordinary dish over and over again. The profession of a cook obliges to know all the intricacies of cooking and storing food, while being able to distinguish high-quality from spoiled ones. A lot of recipes for a wide variety of dishes should “spin” in memory, sometimes supported by their own invented and modified recipes.

Cooks must be able to use and quickly understand the technical innovations that help to increase the speed and comfort of work. And the profession of a pastry chef, in general, requires the ability to perfectly design the manufactured products - they must “lure” a potential buyer with their appearance.

The aesthetics of workwear presupposes, first of all, cleanliness. A dirty apron or jacket sharply lowers the mood of the worker, and is also regarded as a violation of the sanitary regime. Putting on a neat uniform, a person internally pulls himself up, as it were. A neatly dressed chef always inspires respect and respectful attitude of consumers.

The color and character of work clothes, in addition to their functional purpose, stimulates the desire for cleanliness and order. Therefore, in those rooms where special cleanliness is required, white coats should be the main form of clothing. In large enterprises, it is recommended to have clothes of different colors for workers in different workshops. The nature of the cook's sanitary clothing depends on the specifics of the work. Most often, this is a set of a jacket (or robe), an apron and a headdress.

The headgear included in the set of sanitary clothing is used to remove hair. The form of a high chef's hat has been developed by centuries of practice and is the most rational. This is the traditional headdress of a male chef in all countries of the world. In addition to a good aesthetic appearance, the chef's hat also creates an air gap above the head, which protects it from overheating in conditions high temperature hot shops. For women, of course, a starched scarf is more acceptable.

Women, as you know, tend to desire to decorate their clothes, which is unacceptable in production conditions. On the lapel of overalls there can only be a corporate badge of the enterprise, which, along with other permanent branded elements, serves as a subject of professional pride for employees of a cafe or restaurant.

In communicating with the consumer, the chef must control his behavior. At the same time, he is guided by the norms of behavior accepted in our society, as well as professional requirements such as: constant friendliness, courtesy, tact, cordiality to all requirements. The cook must communicate without losing his own dignity. But the ethical culture of communication between a cook and a consumer should not be reduced to formal courtesy, correctness in work, this is not yet a true culture of communication. The benevolent mood of the cook, as it were, obliges the true mood.

Thus, catering workers promote the rules of etiquette, thereby fulfilling a certain educational role. as well as aesthetic tastes, culture of behavior at the table, consultations on the combination of dishes and drinks. In response to friendly service, consumers tend to be moderate in their demands. Of course, kindness must be sincere, because kindness disposes to each other. The best form of hospitality is not a forced natural smile.

A real chef is rightfully proud of his skill, for him there is no higher reproach than the opinion of consumers. That is why the chef is the creator of not only dishes, but also a good mood, because a well-prepared dish is a real work of art.

FOR ACADEMIC DISCIPLINE

LECTURE COURSE

ʼʼPsychology and ethics of professional activityʼʼ

for full-time and part-time students of the specialty

260502 ʼʼTechnology of catering productsʼʼ

Public catering in our country is a large branch of the economy. The main tasks of which are: the production of a wide range of high-quality dishes and culinary products, the introduction of integrated mechanization and automation of production, increasing its economic efficiency, meeting people's nutritional needs, and raising the level of service culture.

The solution of these problems largely depends on the training of new personnel and their competence. Those who enter the catering industry today must be well-rounded people. The range of their knowledge includes information not only in the field of cooking, commodity science of food products, but also in the psychology of human relations. No matter how perfect the modern technology used by catering workers, no matter what new technologies are used in production, they may not give the desired effect without the ability of workers to establish psychological contact with each other and with the people around them, primarily consumers their products.

The course of lectures on the academic discipline ʼʼPsychology and Ethics of Professional Activityʼʼ corresponds to the content of the Work Program for this discipline.

This course of lectures ʼʼPsychology and ethics of professional activityʼʼ is aimed at:

Formation of a future specialist's interest in the knowledge of another person, self-knowledge, professional self-improvement;

Disclosure of the regularity of socio-psychological processes occurring in the process of professional activity, intra-group, interpersonal relations among people;

Formation of skills of professional ethics and the ability to navigate in difficult situations arising in production activities and in the service process, which will provide future specialists with the opportunity to rationally distribute their forces and abilities, to obtain optimal performance results.

Using the acquired skills of business communication with people, knowledge of subordination, conflict situations, graduates will be able to quickly adapt in a professional environment.

The structure of the course of lectures consists of the following sections:

Section 1ʼʼEthics and psychology in the service of a developing professionalʼʼ.

This section discusses the conditions for becoming a professional, focuses on professionally important qualities and the extreme importance of self-knowledge, self-development and self-improvement of a student as a future professional.

In the 2nd sectioneʼʼPsychology of professional activity of a catering technologistʼʼ material is presented on the stages and institutions of personality socialization, the psychological characteristics of cognitive activity are considered, special attention is paid to the study of cognitive processes that are significant in the professional activity of a catering technologist, such as sensations, perception, as well as communication problems, the most common situations of professional communication, ways to prevent conflicts in communication processes.

In the 3rd sectione issues of socio-psychological aspects of the group, the characteristics of working groups and labor collectives, the psychological climate and management problems are considered.

4th sectionʼʼEthics of professional activityʼʼ the main attention is paid to the consideration of issues related to personal morality, autonomous ethics, value orientations of the individual, with the resolution of moral dilemmas and etiquette features in the professional activity of a catering worker.

The course of lectures focuses on the importance of self-knowledge, self-development and self-improvement of the future professional. Much attention is paid to the formation of students' understanding of the system of the relationship of a person with other people, mechanisms, contradictions, driving forces and results of human development. The ethical principles of the profession, the concepts of honor, conscience, morality, office etiquette are considered within the broader concept of spirituality.

Mastering the academic discipline ʼʼPsychology and ethics of professional activityʼʼ requires students to have the skills of abstract thinking and the ability to apply theoretical concepts and concepts to explain real psychological phenomena, as well as the ability and willingness to take part in practical classes, the purpose of which is to form certain behavioral skills. The structure of this discipline is based on the principle of ascent from the simpler, more specific, to the more complex - ambiguous and requiring different approaches and interpretations.

Section 1 ʼʼ Ethics and psychology at the service of the developing professionalʼʼ

Topic 1 Ethical and psychological component in

professional culture of a catering technologist

The ethical meaning of the profession of catering technologist. Profession. Vocation. Professional duty. The education of a person as a combination of his properties and qualities. Life and professional goals. Professional education. The inner (subjective) world of an emerging professional.

KEYWORDS:

Every day, thousands of people come to canteens, cafes, snack bars, restaurants to dine, relax, have a good time, celebrate family celebrations, anniversaries. The task of public catering workers is to serve them well, feed them deliciously, and at the same time save them from household worries and troubles associated with the implementation of these activities. Freeing the able-bodied population from the unproductive labor of cooking at home, catering workers help increase people's free time and thereby create favorable conditions for the comprehensive, harmonious development of the individual.

Everyone who is a client of public catering establishments expects not only qualified (professional) performance of duties from its employees, but also a respectful attitude. This is the basis for the emergence of specific norms of behavior that regulate the performance of professional duties by people and stimulate their attention to self-education.

Professional ethics (as it is customary to call the code of conduct) - ensures the moral nature of those relationships between people that arise from their professional activities. The very word ethics came to us from Ancient Greece. It meant a place of living together - a house, a cave, a lair, a nest. In the future, ʼʼethosʼʼ came to mean certain human qualities. The great ancient Greek philosopher Aristotle (4th century BC) used the term ʼʼethicalʼʼ to describe perfect qualities human soul(moderation, courage, calmness), he called them ethical virtues. Having made the ethical virtues the subject of his study, Aristotle gave the name of a new field of knowledge - ʼʼʼʼʼʼ.

The word ʼʼmoralʼʼ is of Latin origin. Latin nouns mos. Mores almost completely coincide in meaning with the Greek ʼʼethosʼʼ. The Roman orator Cicero, imitating Aristotle, created a new adjective - ʼʼmoralʼʼ.

The word ʼʼmoralityʼʼ is of Slavic origin, in meaning it coincides with both the Greek ʼʼethosʼʼ and the Latin ʼʼmoresʼʼ. There are many similar-root words in the Russian language: good-nature, good-nature, immorality. Often all three words - ethics, morality, morality are used as synonyms. For example, a bad deed can be called unethical, immoral, immoral. At the same time, a tradition has been established in the literature to consider ethics as a theory of morality, morality, and morality as a system of values ​​(as an idea of ​​what is due), which are recognized by man. It is generally accepted that ethical aspects are presented in social interactions, and moral ones - in the internal assessments of the individual.

It is worth saying that for some types of professional activity, in addition to general norms, there are also special norms of behavior. The very word ʼʼprofessionʼʼ (lat. I declare my business) means that for each person labor acts as a limited area of ​​activity that requires certain training. These norms are professional and ethical, because their emergence and assimilation are not directly determined by any institutional conditions (education, job position), and their mastery is ensured mainly by the culture of the individual, her upbringing.

Moral norms are supported by the force of customs, public opinion, or a person's personal conviction. individual morality in professional field implies the realization of professional duty as the utmost importance of a certain self-restraint, without which the professional realization of the personality is impossible. The basis of the moral image of public catering workers should be an honest and responsible attitude to their work, conscientiousness and humane attitude towards people. Responsible attitude to one's work is the professional duty of every employee, no matter in what area he or she works. It presupposes labor discipline, organization, and the desire to work efficiently, be attentive to the needs of consumers, and study demand. The specifics of the activities of public catering workers is to create different kind services. Here, the most useful effect of labor may be a service without visible, tangible results.

The ancient concept of ʼʼto serveʼʼ in our days has been filled with new content. Not to please the consumer, humiliating one's own dignity, but to fulfill one's public duty, to treat the consumer as a worker to a worker, equal to equal. Not to wait at the consumer's table, but to serve one's own business - this is the modern meaning of the profession of a catering worker, the motto of his activity.

The concept of moral principles. The professional ethics of catering workers is based on the general moral requirements and principles of our society.

Devotion to the cause of building a new society is the general criterion of human behavior and the highest chain of moral education. This principle is reflected in such concepts as man's attitude to work, feelings of collectivism, Soviet patriotism, and socialist internationalism.

Humanism (translated from Latin ʼʼhumanityʼʼ) is the basis of the psychology of a moral person. Professional humanism is the respect shown by an employee of a particular profession to colleagues, to those who work nearby. In the service sector, this is, first of all, tolerance for the shortcomings of visitors, respect for the personality of any of them.

A conscientious attitude to work presupposes strict adherence to internal regulations, as well as customer service rules, an elementary form of compliance with this principle.

ʼʼProfessionalʼʼ ethics are the specific requirements of morality associated with the performance of any professional activity. The professional ethics of public catering workers includes a system of moral norms and rules of conduct that indicate how a waiter, bartender, bartender, cook and other categories of workers should act in certain cases, a doorman, a cloakroom attendant, a cashier.

The main objective of professional ethics in the field of catering is to contribute to the most successful service to consumers. For this reason, professional ethics is based on the study of the psychological foundations of the process of serving consumers and knowledge of the motives of their behavior, requests, habits, tastes. The professional ethics of employees of canteens, cafes, restaurants is, first of all, a conscious attitude to their duty to create comfort for those who come to their institution, the desire to establish goodwill, honesty, and respect in relationships. The principles of professional ethics are also designed to protect the dignity of the consumer, to accept him as he is.

Professional duty. Duty is a sense of moral obligation, both to individuals and to society as a whole. Professional duty is the awareness by employees of their professional duties in accordance with the requirements of society.

The duty of public catering workers is to be attentive and friendly to the requests of visitors, to show genuine concern for their interests. The specificity of the manifestation of moral duty in the field of public catering is that the requirements of an attentive, respectful attitude towards a person do not serve as some external, additional duties, but form the essence of the professions of those who are engaged in serving people. In order for the consumer to always leave the canteen, cafe or restaurant in a good mood, he must not only be fed deliciously here, but also be served culturally, without making him wait long, especially standing in line.

Conscience is a kind of inner judge of a person. Conscience not only keeps him from evil deeds, but also orders him to act in a strictly defined direction. It provides a person with moral behavior in various situations.

For catering workers, the conscience serves as a guardian that does not allow them to be irresponsible in the work they do. It is the conscience that does not allow the waiter or bartender to abuse the position of the owner: casually throwing the menu on the table to the consumer, for some time generally ʼʼʼʼʼʼ forgetting about the guests sitting waiting for the order, cheating when calculating, appearing in front of the guests in a state of intoxication, being rude.

Conscience presupposes, first of all, the decency of a person. This means that a catering worker will not use his official position for selfish gain.

Of course it works right away. Feedback: ʼʼI'm not your lackeyʼʼ. And of course, there will be a conflict in this situation if the employee succumbs to the mood of the consumer. But it is precisely self-esteem, endurance, and professional ethics in general that suggest that it is extremely important to consciously overcome the negative emotions that have arisen in connection with this. The correct approach is, in fact, not to upset the ʼʼ roaming ʼʼ guest, not to disrupt his fun and festive mood. Calmly and politely continue the service, not paying attention to poisonous remarks - such is professional style behavior.

In the multi-volume work of the American writer Alice Stone, devoted to the description of the rules of etiquette, the network contains the following words: ʼʼKeep your dignity. Don't be like the underdog. Always remember that you must be above him - attire, posture, manners, habitual. You are rich - they should bow before you, fawn, please ʼʼ.

professional honor. This is a form of expressing the concern of a professional worker about his reputation. A sense of professional honor encourages the cook to prepare delicious dishes, and the waiter to take care of consumers in every possible way, not to forget about the authority of the team, the prestige of their profession.

The concept of professional honor expresses the social significance of a person as a person, as a master of his craft. In the field of public catering, it is associated with the individual's awareness of the social significance of his work, the authority of his profession. A sense of professional honor acts as a powerful moral stimulus that encourages workers in this industry to work conscientiously, in every possible way to maintain the prestige of their enterprise, their profession.

The low level of awareness of professional honor among some public catering workers is often explained by a lack of understanding of the social significance of their work. This negatively affects the attitude to work, does not contribute to the growth of moral activity.

For this reason, the most important task of the leaders of public catering enterprises is to develop professional honor and pride in their work among those working in this area. It is important to ensure that every catering worker loves his profession, understands its social significance and extreme importance.

Vocation is a synthetic characteristic expressing the degree of satisfaction with one's work. If the categories of vocation and professional duty express a person's attitude to his work, then the problem of the meaning of professional activity is generated by the interaction of people in society and should be formulated in a simplified form as the question ʼʼFor whom should a person work?ʼʼ Answer options:

For yourself and your material satisfaction;

To meet the basic needs of people;

For the benefit of future generations, etc.

Τᴀᴋᴎᴍ ᴏϬᴩᴀᴈᴏᴍ, only awareness of the universal significance of the goals set, no matter how abstract it may sound, makes professional activity morally meaningful.

Psychology is a science that studies the psyche, the inner world of a person. The human psyche is a mental reflection of reality, i.e., images of the environment, feelings and thoughts, needs, actions, gestures, facial expressions.

Mental reflection is a complex, active process. During its course, the external influences of the surrounding world are refracted through the inner spiritual world.
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Each person perceives the surrounding reality in his own way, due to which he has reflected mental images.

The basis of mental activity is the processes occurring in our nervous system, the mental properties (features) of the personality and its condition.

Mental processes are sensations, perceptions, ideas, memorization, imagination, memory, thinking, speech, emotions and feelings, will. They show up differently for everyone. The ability of a waiter, bartender or bartender to correctly assess the mental processes of the people around is an important indicator of their professional suitability and high skill.

The mental properties of a person are the most significant and persistent mental characteristics of a person that distinguish him from other people. Such properties are temperament, character, abilities, diligence, interests and needs. Knowledge of mental properties is a prerequisite for choosing the tactics of communication between a waiter, head waiter, bartender, bartender, cook with visitors.

The mental states of a person (vigor, fatigue, job satisfaction, activity, concentration, absent-mindedness) characterize his sensual and emotional experiences. These conditions are either short-term or long-term. The mental state of the service personnel at public catering establishments, their behavior and relationships with visitors, as well as members of the work team with each other, determine the success of the team.

Psychology is not limited to describing mental phenomena, but explains them, revealing the patterns that these phenomena obey. The study of the psychology of the service personnel of a public catering enterprise gives, for example, an idea of ​​how he feels and perceives the behavior of people, how he recognizes the categories of visitors by their behavior, how he reacts to the impacts exerted on him during the service.

Psychology is a complex science, the basis of which is general psychology, which studies the patterns of human mental activity. Other branches of psychological science are of a particular, applied nature.
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These include:

Social psychology - explores mental phenomena that arise when people interact in society, in teams;

Pedagogical psychology studies

Psychological features and patterns of training and education processes;

Psychology of labor - considers the psychological characteristics of a person's labor activity and the psychological aspects of the scientific organization of labor;

Engineering psychology - studies the distribution and coordination of functions between man and machine.

Along with the above, there are other branches of applied psychology: sports psychology, scientific and artistic creativity, medical, legal, flight and space, military, trade psychology.

An applied branch of psychology is also the psychology of catering. Based on the data of general psychology, which serves as the theoretical basis of all its applied branches, the psychology of public catering studies the motives that guide visitors when choosing dishes, individual, age and other characteristics of demand for products manufactured by public catering enterprises. The psychological factors underlying the service process, the causes of conflicts and ways to resolve them are explored and explained. A special section is made up of the psychological characteristics of the work of workers in the sphere - bartenders, waiters, head waiters, barmaids.

To understand the behavior of people who come to spend an evening, for example, in a restaurant, it is not enough to know only general psychology. In this case, the waiter cannot do without information about such concepts as psychological contact and communication. At the same time, he must not only understand the behavior of the visitor, but also be able to correctly assess his inner emotional world in order to consciously regulate his behavior.

It is known that the task of catering workers is the ability to serve visitors of different ages, character, with different gastronomic habits and preferences. Correctly understand the essence of the service, as well as such concepts as treatment, service, without perceiving them as insulting and humiliating, can only be an employee who is familiar with the psychology of the service process.

The psychology of public catering is closely connected with social psychology and the psychology of labor, which, considering the phenomena that occur during the interaction of people in teams, aim to form professionally necessary qualities in workers to increase their productivity.

The specificity of the professional activity of a catering technologist involves the mutual influence of a person on a person. In this regard, the professionalism of public catering workers is largely determined by the level of their psychological competence. The end product of the food service technologist's workflow is high quality prepared meals and culinary products. Any mistake, negligence, inattention in his work can lead to serious consequences, up to food poisoning. For this reason, workers in this profession are subject to such requirements as attentiveness, dosage accuracy, quick response, concentration, clarity of action, constant analysis of the state of readiness of dishes.

Also, in the conditions of scientific and technological progress, the requirements for mental labor, the nature of the work of public catering workers are increasing, the ratio of physical and mental labor is changing. In particular, the mechanization and automation of technological processes in public catering enterprises increase the burden on the psyche of workers.

The ultimate goal of improving the efficiency and quality of work in catering is excellent customer service. Achieving this goal is impossible without improving, first of all, the general culture of production: improving the working conditions of cooks, confectioners, waiters, bartenders, technical workers.

High quality service implies not only friendliness and hospitality when meeting a visitor, but a whole range of specific requirements, among which there are no secondary ones. These are high quality products, the most favorable conditions for eating, and progressive forms of service, and the aesthetics of decorating halls and table setting, and the impeccable appearance of employees, their observance of all service rules, that is, their ideal ethical culture.

Creating a comfortable environment in production workshops will help protect the nervous system of workers from premature fatigue as much as possible. The same purpose is served by the rational placement of equipment - thermal and mechanical, its aesthetic expressiveness. For this reason, one of the conditions for improving the quality of service is the acquisition by employees of knowledge in the field of practical psychology. This industry studies the mental processes that take place in public catering enterprises working in specific production conditions in order to develop such practical recommendations that would help reveal the physical and spiritual powers of a person, use the achievements of science and technology in the production process.

INTRODUCTION - concept and types. Classification and features of the category "INTRODUCTION" 2017, 2018.