Introduction. Professional ethics of a restaurant worker Psychology and ethics of the professional activity of a cook

The essence of professional ethics of restaurant workers. As you know, the moral responsibility of restaurant workers is very high, since their activities are related to people. At the same time, the well-being, mood and health of the visitors interacting with them largely depend on their work. The work of restaurant workers cannot be strictly formalized. They are required not only to be highly qualified, but also to have a deep awareness of their moral duty to their guests. Here duty turns into a moral need. In other words, in professions of the “person-to-person” type, in addition to the general moral requirements, there are specific requirements and moral norms. These include, of course, the professions of a waiter, bartender, head waiter, etc.

The professional ethics of restaurant workers expresses the practically established morality of service activities in a restaurant. What is its essence?

Professional ethics of a restaurant worker- this is a set of specific requirements and moral standards that are implemented when performing professional duties in serving guests. It is based on the psychology of restaurant service. Professional ethics has as its goal the formation of professional duty and honor in a waiter (bartender), instilling the skills of a culture of communication, both with visitors and with his colleagues, etc. It serves as a guide for the waiter to the existing samples (standards) of morality. Thus, cordiality, politeness, tact, and friendliness are mandatory qualities of a restaurant employee. Each of them should strive to achieve this exemplary set when serving visitors. In order to develop the habit of complying with the requirements of professional ethics, a restaurant worker, especially a beginner, must initially control his every step. Then this will not be necessary, because he will no longer be able to do otherwise.

A waiter (bartender) must be able to control his mood and not succumb to a momentary impulse of irritation. A bad mood should not affect your attitude towards visitors and work colleagues. As experienced workers note, you should “leave your bad mood” before entering the restaurant.

Only a rude and dissolute person can fall into a state of passion over trifles, insult visitors, and take out anger on them. He has no respect for himself or others and is professionally unfit for service activities. A restaurant employee must be able to correctly evaluate his own behavior and be self-critical. Only such a restaurant worker can maintain the prestige of his profession at a high level.

Violations of professional ethics, such as counting, weighing, and others, are immoral. Such actions are not only condemned by public opinion, but the people who committed them are subject to punishment. But, unfortunately, in the restaurant service industry there are still workers who see only this kind of benefit in their activities. These are people with a tarnished reputation, lovers of easy money and long rubles. Of course, such people are random in restaurant service, unsuitable for working in a restaurant.

Code of Professional Ethics. The professional ethics requirements of restaurant workers are recorded in a special document (code).

Let's look at the main provisions of the code in the memo “Rules for the culture of service in a restaurant”:

Every guest should feel that they are welcome in the restaurant.
Every visitor is a potential guest.
A friendly look, a kind smile, combined with business-like behavior helps to establish contact with the guest and facilitates his service.
Accept the guest as he is. Don't try to change him in a few minutes of communication with him. Be tactful, polite and welcoming, but politeness should not turn into servility. Politeness is the most reliable means of communicating with people of different ages, character and temperament.
The attentiveness of the waiter is one of the main conditions for a favorable moral and psychological climate in the restaurant service area. Inattention is the greatest evil in relationships with visitors.
Nothing mentally traumatizes, depresses and embitters a visitor more than indifference and a disdainful attitude towards him.
Know how to control yourself, show restraint and patience. Take care of yourself, don't let yourself get overly irritated.
Respond to rudeness with restraint and politeness.
Never ignore guests' complaints and objections.
A sincere and timely apology is not humiliation, but a worthy recognition of a certain guilt and a sign of culture.
Every action of a restaurant employee must be motivated and not cause the guest to doubt his fairness.
Stay upright and don't hang your head down when you're in public or talking to a guest.
Try to evenly distribute your physical and mental stress, do not forget about the hours of the main flow of visitors.
Stick to the time of arrival agreed upon with the guest.
Take care of the honor of the restaurant and your fellow workers.

It is not enough for a restaurant employee to just learn the provisions of this memo. These provisions must become his beliefs, become his “second nature.”

However, some restaurant workers, unfortunately, do not comply with the requirements of professional ethics. Visitors still have to encounter callousness, callousness, an arrogant attitude towards themselves, shortchanges, non-return of change, etc. Of course, all these deviations should be fought with both administrative and educational methods.

Business communication plays important role in the life of restaurant service workers. It defines relationships between people and is built on the basis of ethical norms and rules. The activities of managers and staff in the provision of public catering services should be assessed from an ethical standpoint. This area is based on direct contact between restaurant workers and consumers, which requires increasing the level of organizational culture.

In modern conditions, much attention is paid to specifying organization-wide behavioral standards. Ethical requirements are reflected in the Internal Labor Regulations, job descriptions and contracts.

The practice of introducing behavioral standards in Russia and abroad shows that the basis of business behavior should be official, business and speech etiquette.

Office etiquette in the restaurant business - a set of norms, rules, regulations that determine the relationship between restaurant employees in the process of joint activities.

The rules of office etiquette provide for:

– equal awareness of the state of affairs within the competence of vertical officials;

– correct attitude in the communication process: when formulating a message, you need to think through the progress of its implementation, the possibilities of implementation;

– compliance with the rules of objectivity, as well as the principle “nothing can be higher than business and business cooperation”;

– the basis of official etiquette is speech etiquette and compliance with the rules of behavior in society;

– encouraging employees in the form of bonuses, awards, gratitude and compliments;

– the punishment of the employee must be objective, correspond to the degree of responsibility, degree of awareness; it is important to learn to condemn the offense, not the person;

– official etiquette should be directly related to the principles of team management.

The basic principles of team management include:

– setting clear (prospective and current) tasks for the team as a whole and each employee;

– conducting internal consultations in order to achieve the required results in work

– development of job descriptions that are maximally adapted to solve specific problems;

– delegation of authority by transferring to a subordinate the tasks or sphere of action of the manager. In this case, rights, competence and responsibility are delegated. However, full or partial delegation of authority does not relieve responsibility from the manager;

– use of oral instructions as the most important element of business communication; it appears in the form of a direct proposal to perform a certain action; given personally to the performer.

The basis of office etiquette is the style of relationship between the manager and his subordinates, which determines the level of the restaurant’s corporate culture (a system of values, moral and ethical standards, rules, and customs common to all its employees).

In a restaurant where the leader and managers treat their subordinates kindly, delegate authority to them and provide them with the opportunity to act at their own discretion in appropriate situations, employees feel more confident and convey a good mood to consumers.

Employee motivation is a person’s willingness and desire to perform their work in the best possible way to achieve their personal goals and the goals of the enterprise. In a motivation or incentive system, achieving the correct balance between reward and punishment is essential.

Collectivism, teamwork, corporate values, and a motivation system contribute to the successful work of the team and the creation of a team of like-minded people.

When developing rules or regulations for restaurant employees, it is necessary to describe the norms of behavior and communication in the team, and explain existing traditions. This helps speed up the adaptation process and choose the right position in communicating with team members. The most common way to train junior and mid-level service personnel is to attach new workers to experienced ones who have work experience at the enterprise and conduct training.

Business Etiquette– a set of characteristics (commandments) of the business world, which are based on respect for a person’s personality and recognition of his individuality. The business etiquette of an entrepreneur in the restaurant business includes standards of professional behavior—professional ethics.

Modern entrepreneur in the restaurant business:

– I am convinced of the usefulness of my work not only for myself, but also for society as a whole;

– proceeds from the fact that the people around him want and know how to work, strive to realize their capabilities together with him;

– believes in the restaurant business, its attractiveness, treats it as art;

– recognizes the need for competition, but also understands the need for partnership in business;

– respects himself as an individual and appreciates the personality in each of the people around him;

– respects state power, any property, social order, laws;

– trusts not only himself, but also others, respects professionalism and competence;

– values education, science and technology, culture, ecology; strives for technical progress and innovation;

– demonstrates humanism (humanity, love for people).

When shaping yourself as an entrepreneur, you need to be polite, tactful, friendly and be able to manage your emotions; It is important to create an image of a business person who will ensure success.

Business person etiquette includes:

– rules of introduction and acquaintance;

– rules for conducting business conversations and negotiations;

– rules of business correspondence;

– procedure for conducting telephone conversations;

- requirements to appearance, manners;

– mastering speech etiquette.

Speech etiquette as a set of general cultural norms of communication includes:

– ability to formulate your thoughts;

– using the rules of greeting, introduction, farewell, expressing gratitude, wishes, apologies, requests, invitations, advice;

– the ability to make subtle compliments that create an atmosphere of goodwill and trust;

– the ability to exclude the following words and expressions from speech etiquette: “no”, “impossible”, “no empty seats”, production is overloaded”, etc.

– the ability to use phrases: “let me offer you”, I can recommend”, “it’s customary with us”, etc.

Compliance with professional ethics by restaurant employees is the key to a high service culture. The desire to show oneself on the good side and the ability to restrain negative emotions is the main task of restaurant service workers.

The word is of French origin and literally translated into Russian means “a set of rules of behavior in society.” Etiquette and ethics are closely related concepts.

There are two sides to etiquette: 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 have relative independence. You can be, for example, a good, kind person, but show your spiritual qualities in an ugly, ungraceful, rude manner. 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 form a single whole. It is no coincidence that Ancient Greece The social ideal was the harmony of a person's internal qualities - nobility, beauty, kindness, honesty - and the external manifestation of these qualities - elegance of manners, ease of movements.

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 of human communication and behavior. IN Everyday life Both sides of human behavior - ethical and aesthetic - are inseparable and united.

The aesthetic side of behavior - the beauty of manners, skills and abilities in communication, i.e. external forms of behavior, became a subject of public concern in ancient times.

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

Manners. This tin comes from the French “maniere”, which means “technique”, “mode of action”, i.e. a way of holding oneself. As downloaded above, manners are an external form of behavior and treatment of others. Manners are a person’s gait, gestures, and facial expressions, as well as the properties of his speech (expressions used, tone, 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 behave in front of visitors, to behave in a conflict situation is a manifestation of good manners. Generally accepted manners, including in the service sector, appear involuntarily. Good manners do not appear in a person on their own; they must be cultivated. The success of this education depends on the internal plasticity of a person, his gift to adapt to the most unexpected changes in the situation, to new conditions. Here, the peculiarities of the human psyche, his character, temperament, inclinations and dislikes also play an important role. Thanks to his flexibility, a person can develop such qualities as discipline, hard work, will, patience, observation, which form the foundation of human behavior.

The manner of service personnel is based on the principle of caring for others. His behavior should indicate attention to the consumer and his needs. The waiter (head waiter, bartender, barman, cook) must show, first of all, hospitality. Experience shows that a waiter with bad manners, as it were, pushes people away and extinguishes the feeling of festivity in people when visiting a restaurant or cafe. Excessive obsequiousness of the waiter cannot arouse the sympathy of the guests.

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 shake hands, but if the visitor himself wishes, then he should do so. The waiter greets the guest with a slight tilt of the head and a smile. All the waiter's behavior should express friendliness, correctness and restraint.

A smile in this case plays a strictly defined role. A waiter or bartender should not forget that perhaps a person has come to visit them after a hard day, is tired, and a smile will help in this case to create an atmosphere of hospitality and sincerity and will lift their spirits.

The next requirement is beautiful posture and gait. Beautiful posture means light and graceful movements, without sharp turns, waving your arms, or protruding your chest and abdomen. Even the waiter's gait attracts the attention of guests. You should move around the hall quickly, but quite measuredly, not running, but with light steps.

Of course, the overall appearance of a catering worker largely depends on well-tailored uniforms and shoes. High or crooked heels can change your gait beyond recognition, making it unnatural and mannered.

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

An unpleasant impression is made by a waiter or bartender who, during the process of explanation, waves his arms or listens indifferently to the visitor. You need to look your interlocutor in the eyes and listen carefully 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 neglect and indifference. Etiquette requirements prohibit a waiter, bartender or bartender from slobbering on his fingers when counting out bills or cracking his fingers. In general, the waiter must keep his hands “under control.”

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

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

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

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

Alcoholic drinks are not served, the menu is limited, and spouses of businessmen are not invited.
2. Breakfast: starts at 12.00-12.30. Duration - 1-1.5 hours. Clothes are business casual.

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 formal and more businesslike than evening receptions.

3. Cocktail, 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 supplemented by several more buffet counters, where drinks are offered to those who wish. The reception starts at approximately 17:00.

4. “A la fourchette” (“a la fourchette” - French - 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 of reception; the start time of the reception is also about 17 hours.

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

Clothes for cocktail receptions, a glass of champagne and a la buffet - a regular suit, but of a darker color; women's suits are more elegant, with less stringent requirements for jewelry.

5. Buffet lunch - a reception, the beginning of which is scheduled for approximately 18-20 hours. The fundamental difference from the “cocktail” and “a la buffet” receptions, in addition to the start time and duration (2.5-3 hours), is that although the food and cutlery are on a large table that plays the role of a buffet, this reception takes place not standing, but sitting. Tables are set up in the hall, and the guests, having chosen their own snacks, sit down at the tables.

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

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

6. Lunch is the most formal form of reception. Note that some of the most respected guests, for example, top officials of a company, may be invited to dinner with their spouses (spouses are not invited to all other listed forms of business receptions).

INVITATION.

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

Invitations are usually made typographically, and additional information (last name, first name, patronymic of the invitee) can be entered by hand.

The invitation does not include a date of departure or a signature.

The first lines of the invitation provide information about who (what organization) is inviting you to the reception and for what reason. Usually the phrase “invites” or “has the honor to invite” is used, followed by the surname, first name, patronymic of the invitee.

Sometimes the host company sends an invitation to another company without indicating the names of the invitees. The text might be something like this: “Company M invites twenty employees of Company N to a banquet on the occasion...” This is quite common in modern business practice. In such a situation, the company whose employees are invited determines the names of those who will attend the reception and transmits the list of names to the inviting company. Employees whose names are on the list must present security at the entrance to the premises where the business reception will take place, an identification document (however, the first person of the invited company

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Introduction 3
6

1.1. The main ideas in S. Freud's views on man and his personality 6
1.2. Freud's structure of the psyche 11

2.1. Psychology of service 21
2.2. Psychology of waiter work 24
2.3. Psychology of work of a bartender 27
2.4. Psychological functions of catering workers when communicating with consumers 32

Conclusion 36
Bibliography 38

Introduction

In the history of spiritual culture and scientific creativity, it is hardly possible to find a teaching that would cause such sharp differences in assessments than the teaching of the Austrian psychiatrist and psychologist Z. Freud, the creator of this teaching is often compared with Aristotle, Copernicus, Columbus, Magellan, Newton, Goethe , Darwin, Marx, Einstein, he is called a “scientist and visionary,” “the Socrates of our time,” “one of the great founders of modern social science,” “a genius in action,” who took a decisive step towards a true understanding of the inner nature of man.

And at the same time, Freud is called a fanatic, a charlatan, an anti-illusionist, “the tragic Wotan of the twilight of bourgeois psychology,” and the psychoanalytic theory he developed is compared with palmistry. Having emerged as a theory and method of treating neuroses, Freud's psychoanalytic teachings evolved over time into an extremely influential philosophical and anthropological concept that claims to be a universal worldview.

The history of the development of philosophical thought clearly demonstrates that interest in understanding the human soul manifests itself already at the earliest stages of the formation of philosophical knowledge - in ancient Greek, ancient Chinese and ancient Indian philosophy.

The saying “know yourself,” which belonged to the founder of ancient philosophy, the ancient Greek thinker Thales, and which later became the central thesis of the philosophy of Socrates, shows how much importance was attached in the ancient world to understanding man and his spiritual life.

Many thinkers of the past tried to understand the inner life of a person, the content of his soul hidden from direct observation, the innate and acquired qualities, properties, and character traits of an individual in the process of education. They were concerned about the question of what kind of person is: is he by nature good or evil, reasonable, capable of controlling his actions, or a creature that is unable to restrain and curb his passions? When resolving these issues, philosophers expressed a variety of, sometimes opposing, opinions. The dilemma “is a person by nature good or evil” confronted the thinker with the problem of the relationship between reason and passions, reason and feelings, conscious desires and unclear drives. Already the ancient Greek philosophers noticed that the human soul cannot be reduced only to the rational principle.

The problem of the relationship between reason and passions was constantly raised in philosophy and psychology in the future, gradually moving to the plane of consideration of the relationship between conscious and unconscious perceptions, ideas, motives, and motives of human behavior.

Freudian psychoanalysis, to a certain extent, was an attempt to synthesize two planes of research into human nature, considering the natural elements of a human being, revealing a person’s mental drives, his inner world, the meaning of human behavior and the significance of cultural and social formations for the formation of a person’s mental life and his psychological reactions. The methods of “descriptive” and “explanatory psychology” are organically intertwined in Freud’s teachings, forming a unique method for the psychoanalytic study of human nature, a special approach to the analysis of man.

The topic of the work is relevant in modern conditions; today every sphere of life interacts in one way or another with human psychology. I believe that this issue is interesting within the catering professions, since the field of catering is based on communication at different levels. In modern times, it is very important in one’s profession to be emotionally restrained and psychologically adequate and balanced.

Chapter 1. Structure of the psyche according to Freud

1.1. The main ideas in S. Freud's views on man and whether he h ness

According to Freud, the beginning and basis of human mental life are various instincts, drives and desires that were originally inherent in the human body.

Underestimating consciousness and social environment in the process of human formation and existence. Freud argued that various types of biological mechanisms play a leading role in the organization of human life. In particular, he believed that every person from birth has inherent inclinations of incest (incest), cannibalism (cannibalism) and a thirst for murder, which have a great influence on all mental activity of a person and his behavior. Brown D.J. Freudian psychology and post-Freudians. - M.; Kyiv:, 1997. P.26.

Having formulated a psychoanalytic paraphrase of the Haeckel-Müller phylogenetic law, Freud insisted that the spiritual development of an individual briefly repeats the course of human development, due to which in his mental structures each person bears the burden of the experiences of distant ancestors.

According to Freud's teachings, the dominant role in the organization of human behavior belongs to instincts. Freud's speculative theory of instincts was based on the understanding and interpretation of instincts as a “mental reflection” of the needs of the human body and as a unique biological and mental indivisible stereotype of human behavior.

Freud argued that two universal cosmic instincts play a particularly important role in the formation of a person and his life: Eros (sexual instinct, life instinct, instinct of self-preservation) and Thanatos (death instinct, instinct of aggression, instinct of destruction, instinct of destruction).

Presenting human activity as a result of the struggle between two eternal forces of Eros and Thanatos, Freud believed that these instincts are the main engines of progress. The unity and struggle of Eros and Thanatos, according to Freud, not only determine the finitude of an individual’s existence, but also very significantly determine the activities of various social groups, peoples and states.

While engaged in the therapy of psychoneuroses and the study of the causes that give rise to them, Freud discovered neuroses possible reason the emergence of which was a conflict between sexual drives and desires, on the one hand, and moral and volitional restrictions, on the other. In this regard, he suggested that neuroses (and other neurotic conditions) may arise due to the suppression of erotic desire. Taking this assumption as a proven fact, he put forward the hypothesis that a person’s mental disorder (inevitably leading to a change in his personality) is caused either by direct erotic experiences, or by these same experiences inherited by the individual from previous generations, or by a combination of direct and inherited experiences.

Wrongfully extending the particular conclusions of his clinical practice to humanity as a whole (according to Freud, the difference between a neurotic and a healthy person is not of fundamental importance), he elevated these conclusions into the dogma of his metapsychology and proclaimed the sexual instinct the main determinant of human activity.

According to Freud, the suppression and implementation of the sexual instinct, consisting of partial instincts stemming from a variety of organic sources, form the basis of all manifestations of mental activity, as well as the formation of personality, the motivation of its behavior and the formation of the most essential features of a person. Wittels F. Freud. His personality, teaching and school. - L., 1991. P.54.

Trying to substantiate these views, Freud put forward several more hypotheses designed to explain the mechanisms of the sexual instinct and the reasons for its exceptional influence on the formation and functioning of personality,

According to Freud, the carrier of the sexual instinct is the universal psychic energy that has a sexual connotation (libido), which he sometimes interpreted as the energy of sexual desire or sexual hunger.

In Freud's theory, the concept of libido plays a very important role. Taking this into account, it should be noted that Freud was unable to develop an unambiguous interpretation of libido and, depending on certain turns of theoretical research, interpreted libido in one sense or another.

In some cases, Freud spoke of libido as a quantitatively changing force and stated that we distinguish this libido from energy, which should generally be the basis of mental processes. In others, he argued that libido, at its deepest basis and in its final result, is only a product of differentiation of energy acting in general in the psyche. He defined libido as sexual hunger, reflecting the sexual needs of humans and animals, as a universal sexually colored psychic energy. (Later, Freud also suggested the existence of another important moment of mental life - mortido - the death drive, the aggressive drive.)

Freud interpreted libido as an extremely powerful motivational principle that has a decisive influence on human behavior. He believed that the energy of sexual attraction can be sublimated (transformed and transferred) to various objects and find outlet in a variety of human activities acceptable to the individual and society. At the same time, Freud attributed an extremely wide range to the forms of manifestation of libido - from elementary physiological acts to scientific and artistic creativity. Subsequently, the energy of sexual desire and the mechanism of sublimation were proclaimed by Freud as the basis and engine of human life.

This position predetermined the nature of his teaching, one of the distinctive features of which was pansexualism - the explanation of the phenomena of human existence primarily or exclusively by the sexual aspirations of individuals.

An important part of Freud's teachings was his theory of complexes. Borrowing from C. Jung the idea of a complex as a group of ideas connected by one affect, Freud developed the concept of complexes as a set of unconscious, emotionally charged ideas that influence human behavior and health.

Believing that the source of psychoneuroses are the peculiarities of experiencing and suppressing erotic desire, Freud paid considerable attention to the development of Oedipus complexes, castration and inferiority.

According to Freud, the Oedipus complex plays the most important role in the formation and functioning of a person. While examining the dreams of his patients, Freud noticed that a significant part of them reported to him with indignation and indignation about dreams, the main motive of which was sexual intercourse with their mother.

Seeing a certain tendency in this, 3. Freud suggested that such dreams provide certain grounds for believing that the first social impulse of a person is directed towards the mother, while the first violent desire and hatred are directed towards the father.

Thus, as Freud believed, in the human psyche there are diametrically opposed conscious and unconscious feelings directed at the same object, which in itself explains the well-known inconsistency of the human mental organization.

According to psychoanalytic theory, the Oedipus complex is a biopsychic phenomenon that is inherited and manifests itself in every person upon reaching a certain age. It was assumed that the typical manifestation of this complex occurs when sexual desire reaches a certain degree of maturity and is no longer directed towards its own carrier, but towards an object, in the role of which the parents act. During this period of formation of the human psyche and personality, according to Freud, the mechanism of the Oedipus complex comes into play, characterized by a collision of innate (subliminal) and acquired (conscious) attitudes, depending on the outcome of which either normal or abnormal personality development is possible, accompanied by the emergence of feelings guilt and neuroses.

Freud's ideas about the conflict nature of man were developed by him in the structural theory of personality. According to this theory, personality is a contradictory unity of three interacting spheres: “It”, “I” and “Super-I” (“Ideal-I”, “I-ideal”), content and action, which are reflected by its essence and diversity .

1.2. Freud's structure of the psyche

Human consciousness consists of three levels: Superconsciousness ("super-ego" - rules of conduct, parental prohibitions, moral censorship); consciousness (“I”) and the unconscious (“It” is a set of instincts, complexes, the most significant here are the sexual instinct and the instinct of aggression. It is both the personal unconscious (repressed experiences) and those complexes that we inherited from our animal and the primitive state. From above the ego is pressured by the demands of society, from below - by complexes and instincts. It is impossible to suppress and subjugate the super-ego - this leads to neuroses or mental disorders. Dodeltsev R.F. Freudianism: cultural studies, psychology, philosophy. - M., 1997. P.74.

The most adequate expression of the contradictions of the psyche is the Oedipus complex. Two curses over the human psyche are parricide and incest. A normal person gets out of this difficulty by sublimating (embodiing) the enormous energy of his unconscious into science, creativity or social activity. Religion is a type of hysteria, when a person transfers his childhood sexual complexes associated with his father to the Heavenly Father; religious fanaticism is a mental illness.

Based on Freud's structural model of the psyche (triune model), only the Ego, part of which has consciousness, is guided by the principle of reality. The super-ego encourages one to follow imperatives (categorical demands), which, although presented as the demands of reality or the demands of society, are essentially a legacy of demands from parents. The super-ego is a source of anxiety that is in no way caused by external circumstances (or only seems to be caused by external circumstances) - it is the all-seeing eye of parents or God. The id is guided exclusively by the principle of pleasure, being the “animal” part of the human psyche. The id absolutely does not “want” to be guided by the principle of reality, thereby creating a conflict between its own “animal” drives and the demands of reality. The ego (our Self) thus finds itself between a rock and a hard place, torn apart by contradictions between the demands of the Super-Ego and the Id. The Ego, Super-Ego and Id should not be considered as some kind of anthropomorphic (humanoid, similar to an individual personality within the total personality of a person) executive organ or as part of the brain. Rather, these concepts reflect a useful way of thinking about the basal aspects of human behavior.

In modern usage, the term Ego is usually correlated with the later Freudian definition of the Ego as one of the three components of the psyche (Ego, Super-Ego and Id). In Freud's earlier works the concept of the Ego is closer to what is today called the Self. In Freud's early works in Russian translation, it is customary to use the term I in this sense.

In Russian, the concept “I” is usually compared with the conscious part of the psyche. We say I want, but I want. Although the ego has conscious components, much of what we attribute to our conscious desires and the results of thoughtful decisions is derived from unconscious mechanisms of the psyche. A large part of the ego is unconscious. First of all, the defenses of the Ego are unconscious. The basic “desires” of the Ego (i.e., essentially, our desires), which are a compromise between the demands of the Super-Ego and the drives of the Id, are also unconscious. Therefore, we can say that the conscious part of the Ego is very relative, just as the line between the word forms I and I (I want and I want) is unsteady.

The newborn child exists in an undifferentiated mental state from which the ego gradually develops, which occupies a position between the primary drives (demands of the id), based on physiological needs, and the demands of the external world (educational role of parents). The ego serves as a mediator between the individual and external reality; its important task is to achieve optimal satisfaction of instinctive aspirations while maintaining “good relations” with the outside world. The functions of the ego are numerous, and only a few individuals learn to use them to their fullest extent. Some people function very poorly in some areas but are clearly successful in others (for example, ambitious, energetic, successful leaders who cannot tolerate the demands associated with their parents; or educated and excellent scientists who are ridiculously ill-adapted in everyday life). In addition, there are people who achieve noticeable success thanks to disturbances in the sphere of the Ego (fanatical paranoids who can ignite millions of people with their delusional beliefs). Thus, adaptation to reality, being one of the most important functions of the ego, can take the most unusual forms.

Another important function of the ego is thought (mental) processes. But they are not exclusively conscious either. This can be confirmed by a typical expression: A thought came to my mind. Where? It must be admitted that the bulk of human mental activity is also unconscious. This is confirmed by examples from the history of science, when the solution to a complex problem came in a dream (the periodic table, Kekule’s benzene ring).

But discursive thinking (formal-logical) belongs exclusively to the conscious part of the Ego. This main achievement of the evolutionary development of the human psyche, the discovery of which is credited to Aristotle, today is the only way of scientific thinking, despite the fact that creative thinking itself is almost completely unconscious. That is why (according to Jung) the discovery of logic by Aristotle (and the study of logic in higher educational institutions) turns out to be of little significance for a creatively thinking person.

Super-Ego (Super-Ego, Super-I, superego, superego). A concept used in psychoanalysis to designate one of the instances of the structure of the psyche (Ego, Super-Ego and Id).

In the work “Ego and It,” Freud first identified three structural components of the psyche; later this system was called the structural or triune model (previously, Freud had already described the first economic, dynamic and topographic models of the psyche). There, the concept of Super-Ego is first encountered, and the second economic model of the psyche begins its development. Jones E. The Life and Works of Sigmund Freud. - M., 1997. - P.201.

In a metaphorical sense, the Super-Ego acts as a conscience, an inner voice or a judge (in Freud’s early works, especially “The Interpretation of Dreams”), this psychic authority is called the censor, and it is the censor who initiates repression. But, of course, the concept of the Super-Ego is not limited to what we feel as conscience - the manifestations of the Super-Ego are much broader than the pangs of conscience that can frighten us, guiding our actions. In general, the consequence of the formation of the Super-Ego is our conscious experience of our own guilt in something and the experience of undifferentiated anxiety (incomprehensible anxiety, which may be attributed to some dangers from the environment). But the most important consequence of the existence of the Super-Ego is an unconscious feeling of guilt, which can doom a person to chronic failures as an unconscious atonement for guilt before the Super-Ego (bad luck is not the fate of fate, but the result of the “persecution” of one’s own Super-Ego).

Freud called the superego a “sediment” of the Oedipus complex, which “dissolves” by the age of 6-7 years. In this sense, the Super-Ego is nothing more than the quintessence of the demands of the parents, internalized towards the end of the existence of the Oedipus complex (perceived and integrated as part of the psyche). Until the final formation of the Super-Ego as an instance of the child’s psyche, the role of the Super-Ego is performed by the parents (external Super-Ego). In the process of raising their child, parents perform the function that the Super-Ego will perform in the future: they demand that certain principles be followed, despite the fact that they may go against the child’s instinctive desires, they appeal to generally accepted norms of society, they shame and threaten punishment, causing anxiety. In the absence of parents Small child often violates the demands of the external superego. This happens less and less often, as the child learns to anticipate the reaction of his parents to certain actions. The desire to receive approval from his parents and the fear of punishment makes him obedient to their demands. Over the years, most of the parents' demands turn out to be the child's internal principles - the external Super-Ego is internalized. This process is not just a deep “perception” of parental prohibitions and commands, not just the result of the translation of the external into the intrapsychic, but a consequence of overcoming the Oedipal conflict. The completeness of the formation of the Super-Ego and its integration into the system of worldview and conscious beliefs of the individual depends on the extent to which this conflict is overcome and resolved.

Of course, it would be wrong to say that the Super-Ego as an instance of the child’s psyche is fully and finally formed by the age of 6-7 years. The process of development of the Super-Ego continues until the end of adolescence and does not fully end until the end of life, however, by the age of 6-7 years the core of the Super-Ego can be considered formed. It is also incorrect to believe that the process of formation of the Super-Ego begins at the age of 3, with the beginning of the formation of the Oedipal conflict. Further research by psychoanalysts, primarily Melanie Klein and her followers, showed that the Oedipal conflict in its early, archaic form arises at a very early age, just as the formation of the Super-Ego occurs much earlier and can be the result of a child’s own fantasies. Psychoanalytic practice has also shown that the so-called sadistic Super-Ego may not be a consequence of internalized strict demands of parents, but be the result of the child’s own fantasies about sadistic parents. The influence of the archaic sadistic Super-Ego can have its consequences, guiding and rigidly determining the behavior of an adult, severely limiting his freedom of choice and the possibility of obtaining pleasure, leading to anhedonia and alexithymia and so-called moral masochism, forming a masochistic character. A very tough Super-Ego can exhaust a person, forbidding him to receive any pleasure - and then the only thing he is allowed to do is suffering. Based on these studies, it is now customary to distinguish between the classic Oedipus complex and the classical Super-Ego, and the early, archaic Oedipus complex and the archaic Super-Ego. The early Oedipal conflict thus becomes the basis for the development of the classical Oedipus complex, and the archaic, Super-Ego turns out to be the inner core around which the later, classical Super-Ego is formed.

The concept of the Super-Ego is fundamental to the psychoanalytic concept of intrapsychic conflict. The Ego mainly protects itself from the demands of the Super-Ego by forming its psychological defenses, a compromise of which can be neurotic symptoms, also Education, When they talk about school maladaptation, as well as Brenner’s article The Role of Mental Conflict in Mental Life and in particular the Super-Ego, Instinctive impulse and Oedipus complex, and Psychological defenses.

One of the three components of the human psyche (Ego, Super-Ego and Id), a model that was proposed by Freud in 1923. (work “I and It”) when revising his own theory of the mental apparatus. The concept of the id covers mental representations (conscious and unconscious ideas) of instinctual drives and some, but not all, contents of the unconscious system. The concept of the unconscious was already considered by Freud in previous models of the functioning of the psyche: dynamic and topographical. (It must be emphasized that many ego functions and most superego functions are also unconscious.)

In a broad sense, the id includes all desires generated by perceptions and memories of the satisfaction of basic physiological needs. In his “Essay on Psychoanalysis” (1940), Freud notes that the id “embraces everything inherited, given from birth, laid down by the constitution, that is, first of all, the drives arising from the somatic organization and here (in the id) finding their first psychic expression in the forms known to us ".

In the same work, Freud postulates the existence of an undifferentiated matrix giving rise to both the Id and the Ego.

In his Continuation of Lectures on an Introduction to Psychoanalysis (1933), Freud emphasizes that the id is the dark, inaccessible part of our personality... We approach the id through analogies: we call it chaos, a seething cauldron of excitations. Both in this work and in subsequent ones, he appeals to impressions that were repressed into the Id and would be eternal, if not for the therapeutic effect of psychoanalytic treatment, which is to make the repressed conscious: Where the Id was, the I must become. Attitude between the Id and the Ego is also described using a colorful metaphor: a rider and a horse - when the much greater power of the horse (Id) must be kept under the control of the rider (Ego).

The superego is also described by Freud as immersed with its "tail" in the id and drawing strength from it (in Freud's second economic model, the superego is the representative of the death instinct, a further development of this concept was made by Melanie Klein and her followers of the British school of psychoanalysis).

The id functions on the basis of the primary mental process, contains free psychic energy and operates in accordance with the pleasure principle.

This is the dark, inaccessible part of our personality; the dark things you know about it we have learned from the study of dream work and the formation of neurotic symptoms, and most of this information is of a negative nature, capable of being described only as the opposite of the Ego. We approach the id by comparison, calling it chaos, a cauldron full of seething excitement. We imagine that at its limit the id is open to the somatic, absorbing from there instinctual needs that find their psychic expression in it, but we cannot say in what substrate. Thanks to drives, the id is filled with energy, but has no organization, does not reveal a general will, but only the desire to satisfy instinctive needs while maintaining the principle of pleasure. For id processes there are no logical laws of thinking, especially the thesis of contradiction. Opposite impulses exist next to each other, without canceling each other and without moving away from each other, at best to discharge energy under the pressure of economic coercion, uniting into compromise formations. There is nothing in the Id that can be identified with negation, and we are surprised to see also an exception to the well-known philosophical position that space and time are the necessary forms of our mental acts. There is nothing in the Id that corresponds to the concept of time, no recognition of the passage of time and, what is extremely strange and awaits explanation by philosophers, there is no change in the mental process over time. Impulsive desires that never cross the id, as well as impressions that, thanks to repression, have descended into the id, are virtually immortal; after decades they behave as if they had arisen anew. It is possible to recognize the past in them, to be able to devalue them and deprive them of a charge of energy only if, through analytical work, they become conscious, and the therapeutic effect of analytical treatment is based to a large extent on this.

So, to summarize the first chapter, it can be noted that having initially created a new psychotherapeutic method for the treatment of psychonervous diseases - psychoanalysis, the Austrian doctor and psychologist, Professor Sigmund Freud (1856-1939) developed his ideas, in particular, in such works as “Totem and taboo. Psychology of primitive culture and religion” (1913), “Psychology of the masses and analysis of the human “I” (1921), “Anxiety in culture” (1929), etc., and brought them to the level of a unique psychosociological doctrine of human existence in normal and pathological conditions .

Freud's philosophical and sociological doctrine (Freudianism, “depth psychology”) significantly transformed the dominant traditions of the psychological direction of Western sociology, contributed to a certain synthesis of its various currents and their modernization.

The most essential part of Freud's psychoanalytic sociology is the doctrine of man, which is a set of multi-order concepts about the nature and essence of man, his psyche, the formation, development and structure of personality, the causes and mechanisms of human activity and behavior in various social communities.

One of the distinctive features of Freud's teachings was the affirmation of the principle of universal determination of mental activity, which led to a significant expansion of research horizons and a multidimensional interpretation of the motives of human behavior.

Chapter 2. Labor psychology of catering workers

2.1. Psychology of service

The optimal work regime in any profession is based on the rhythm of work, which is usually understood as a certain temporal and semantic sequence of labor operations. The latter are a necessary condition for the development of working skills and professional excellence.

Professional skill is formed through the acquisition of skills (for example, for a cook, cutting vegetables, meat, fish and other products). IN in some cases training and exercises are necessary, as a result of which a certain level of mastery of food processing techniques, movements, and operations is achieved. In this case, constant assimilation and consolidation of knowledge is important. This may be information about physical and chemical changes in processed products, about the qualitative and quantitative composition of products used for the preparation of various dishes and culinary products. The cook's knowledge is increasing, including about optimal techniques and methods for processing raw materials, organizing technological processes, taking into account the laws of biochemistry and recommendations of physiology and food hygiene. Ivanova E.M. Psychology of professional activity: Proc. allowance. - M.: PER SE, 2006. P. 202.

Thanks to the knowledge gained, a highly qualified chef achieves in his work a reduction in overall energy costs and the precise execution of each operation.

Working skills are formed in the following sequence: initially, excitatory processes spread in the cerebral cortex, then large muscle groups are involved in the work.

Observations show that a beginner, due to inexperience, makes many unnecessary movements, sometimes fussing around unnecessarily, i.e., the effectiveness of his work, as a rule, is very low. As skills and abilities are formed, his work process becomes more stable, but is still characterized by indecisive behavior, uncertainty of movements, slow reactions, frequent errors and inaccuracies when processing products.

Usually, a novice cook has to strain his attention and bring various nerve centers (visual, olfactory) into an active state, and only over time, as he masters the methods and methods of controlling technological processes, conditioned reflexes are formed and strengthened, and working skills are strengthened. Mental arousal is concentrated mainly only in those cells of the cerebral cortex that differentially control conditioned reflexes. The general and, to a certain extent, gross activity of the visual and taste analyzers, as experience in preparing dishes and culinary products accumulates, becomes more subtle and differentiated. Working movements become definite, clear, indecision and mistakes disappear. Tension is decreasing. Ivanova E.M. Psychology of professional activity: Proc. allowance. - M.: PER SE, 2006. - P.203.

Repeated repetition of labor operations leads to the formation of a chain of conditioned reflex associations in the brain. If necessary, the cook can mentally reproduce the chain of these associations in sequence, distracting himself from the specific implementation of all elements of the labor operation. The second stage of developing working skills begins. During this period, the worker quickly and clearly concentrates excitatory processes in the cerebral cortex. As a result, well-coordinated movements appear and a motor stereotype is developed. Nervous reactions become more efficient and perfect. Labor efficiency increases.

The next stage is the automation of a working skill, when the working stereotype is not realized or is partially realized. During this period, professional skills are developed, work becomes effective and enjoyable. At this stage, the working skill becomes a dynamic stereotype, i.e., an automatic way of achieving a certain chain developed and reinforced by training - performing an operation, technological technique, etc. Based on the dynamic stereotype, the existing coordination of conditioned reflexes becomes as stable as possible. The participation of the cerebral cortex in the implementation of conditioned reflexes is sharply limited. Only the function of control and evaluation remains with the brain. Thanks to the developed working skill, muscle and nervous energy is saved.

In the work activity of a worker, a dynamic stereotype manifests itself as a system of motor conditioned reflexes, which is formed as a result of repeated repetition of the same work operations in a given sequence. Thus, preparing borscht consists of the following stereotypical operations: 1) straining the broth; 2) bringing the broth to a boil; 3) add shredded cabbage to the boiling broth and cook it until half cooked; 4) adding stewed beets and sautéed vegetables; 5) introduction of white roots; 6) adding spices; 7) bringing the borscht to taste.

The formation and consolidation of a dynamic stereotype occurs as a result of repeated repetition of all these operations in a given sequence, at certain intervals (2-3 times a week). We can assume that for a highly qualified chef, his actions to some extent become routine due to the fact that the system of these actions is simple in structure. With frequent repetition, it is easily absorbed and reproduced economically.

On the other hand, a dynamic stereotype reflects the ability to be restructured in accordance with changing conditions, that is, it is characterized by dynamism. Thus, the weekly menu may include the preparation of borscht of several recipes. For example, the technology for preparing Ukrainian borscht involves using, in addition to the above products, pork lard, garlic, and bell pepper; For Moscow borscht, it is necessary to additionally cook ham bones or smoked pork belly in the broth.

While maintaining stereotyping, i.e. given the repeatability of technological techniques, the cook must at the same time take into account differences in the recipes of dishes and change the stereotype of his actions. Improving the technology of cooking can serve as the basis for the further formation of new creative approaches to the development of cooking.

Occupational psychology, as an applied branch of psychology that studies the human psyche in the process of work, makes it possible to achieve increased labor efficiency and the formation of professionally necessary personality qualities.

Work has always been and remains a means of expressing the best qualities of a person: intelligence, erudition, talent. A person who is passionate about his profession receives great aesthetic pleasure from the work he performs. Passion for work depends on the talent and vocation of the employee, on the work environment, and the conditions in which he works.

The professions of a cook and a waiter are the most responsible in the industry; the quality of customer service primarily depends on them. The psychology of the labor process of these professions has its own specifics. It is determined not only by professional abilities, but also by certain patterns of development of labor skills related to serving consumers.

2.2. Psychology of waiter work

Work in public catering consists of two main elements: 1) material-objective (processing of products) and 2) communicative (communication with consumers and other participants in the service - head waiters, bartenders, service buffet workers, etc.). The first element is the basis of the work activity of a cook, the second is characteristic of the work of a waiter, bartender, bartender. Leibin V.M. Freud, psychoanalysis and modern Western philosophy. - M., 1990. P.312.

When choosing a profession as a waiter, you should keep in mind that in most cases, interest in this profession and material rewards for work do not yet provide sustainable job satisfaction. The waiter must realize that his work is needed by people and that his profession is valued in society. After all, the waiter represents to the consumer the entire complex chain, including such intermediate links as harvesting, storage and processing, transportation, and cooking. In this chain, he serves as its last link, the only living representative of a huge army of farmers, livestock breeders, transport workers, food industry workers, cooks, confectioners, mechanics, who have direct contact with the consumer. The waiter can “beautifully” present the results of the work of all these people, or he can also “lubricate” them, i.e. cause dissatisfaction in the consumer with their incorrect behavior. On the other hand, sometimes undeserved reproaches are addressed to the waiter regarding the quality of the dishes. Thus, the waiter is, as it were, responsible not only for a specific catering enterprise, but also for related sectors of the national economy.

The work of a waiter is impersonal. Consumers, in principle, do not care who will serve them, what is important is that their needs are met. The contact time between the waiter and the consumer is limited to a minimum of words and actions. Their relationship is purely business in nature. Establishing personal contacts between a waiter and consumers is unlikely due to the constantly changing flow of visitors at catering establishments.

The short duration and randomness of meetings with the same visitors leads to a sharp predominance of formal relationships over personal ones.

The formal nature of the relationship between the waiter and the consumer is further aggravated by the opposing direction of their immediate personal interests. The consumer strives to receive a fresh dish, only prepared to his order. When fulfilling an order, the waiter largely depends on the quality of the kitchen. However, regardless of this factor, he strives to sell as much product as possible per shift, since this affects the size of his salary. The waiter is forced to take the consumer’s dissatisfaction and irritation personally and react accordingly. As a result, consumers often have quite visible discrepancies between their ideas about what the level of service in a restaurant or cafe should be and the real picture. Waiters often perceive consumer complaints as a manifestation of excessive demands, pickiness and even capriciousness.

Arriving at a restaurant or cafe, visitors care little about the impression they make on the waiter or bartender, while the latter are very concerned about what those served think of them. The impersonality of communication (in our restaurants it is not customary to call waiters by their last names), as well as the low level of mutual importance of its participants, create the basis for a lack of concern for the impression they make on each other. As a result, subjective conditions appear for the manifestation of inattention, tactlessness, lack of restraint, and rudeness.

In the eyes of the consumer, the waiter is the person who bears full responsibility both for the quality of service and for other aspects of the enterprise’s activities, often not related to official duties. Conflict situations arise because consumers express their unfounded claims to the waiter.

The waiter's mental state is negatively affected by noise in the hall, the source of which is visitors and the orchestra. During part of their working time, waiters are located in other production areas, where they are exposed to noise from technological equipment and ventilation devices.

2.3. Psychology of work of a bartender

When a young person chooses the profession of a bartender, his immediate interest in this type of work is important. However, as has been noted, in most cases, interest in work and sufficient remuneration do not yet ensure a person’s sustainable satisfaction with his activities. He also needs to realize that his work is needed by people.

Most often, when choosing professions related to activities in the field of medicine, biology, physics, these professions are favored by their social prestige, attention and respect that society, the press, and television give them.

Due to prevailing public opinion, catering workers often have to defend the honor of their profession. It is no secret that many of them are embarrassed by their profession and consider it “not prestigious.” Thinking this way, they forget that the prestige of a profession and an enterprise is the sum of the prestige of each individual representative of the industry.

Writer V.V. Lipatov said: “Prestige is a metal that is forged with your own hands, at every workplace. The higher your personal self-awareness, the wider your horizons, the more serious your tasks, the more lofty your goals, the more significant contribution you make to the foundation of prestige their comrades, the profession as a whole." Thus, the attitude of others to work, to business largely depends on how the person himself treats him, how interested he is in the high assessment of his work. Zelichenko A.I., Shmelev A.G. On the issue of classification of motivational factors of work activity and professional choice // Bulletin of Moscow State University. Ser. 14. Psychology. - 1987. - No. 4. - P. 33.

In the understanding of some philistine-minded people, a bartender is, first of all, a profitable profession. In their opinion, the bartender secretly despises his clients, shortchanges them, and it benefits him if the visitor “drank too much.”

This idea of the bartender profession has existed for a long time. Once upon a time, the word “bar” (translated from English as “fence”, “outpost”, “stand”) meant a place that separated the seller of alcoholic beverages from customers. When bars first appeared in the United States, the seller was separated from the buyers by an ordinary wooden block - a kind of barrier, which over time turned into an elegant and comfortable bar counter.

In Rus' in the 19th century. The predecessors of the bar, taverns, became widespread. In them, visitors were served by taverns - people who sold tavern drinks (including honey and beer). Since the innkeepers were behind the counter during work, i.e. a kind of counter, they were also called “zastoichniki”.

For both the bar and the tavern, the common device that made them similar was the counter behind which wine and vodka products were sold. And the seller standing behind this counter began to be called a bartender. At one time this word fell out of use and was replaced by “bartender”, and then returned again, but with a new meaning.

Needless to say, both bartenders and innkeepers in those ancient times were by no means examples of morality and decency. Rather, on the contrary, their profession was identified with such concepts as “inflatable beast”, “scoundrel”. In the popular consciousness, the words “tavern” and “tavern” have always had an acutely negative social meaning, which also extended to the people working there.

Nowadays, a bar is not a wretched wine bar or a hastily equipped beer hall. A bar is a special world, beautiful and romantic, a place for quiet conversations, relaxation, and entertainment. A bar is a mood created not by wine, but by an atmosphere of communication. Achieving this impression is the meaning of every bartender's job.

The function of the bar itself has also changed. In our country, a wine bar is a rarity. It was replaced by other types of these establishments - non-alcoholic bars, in which the main drink is vegetable and fruit juices, fruit drinks, syrups, lactic acid and a number of other drinks. Ward bars are one of the buffet options.

Thus, the essence of the bartender’s profession is changing before our eyes, and its prestige is rising. In Estonia, for example, the names of bartenders are as famous as popular singers and athletes. They proved with their work that any profession can be degraded or elevated by expressing oneself in it. The bartender's job is to provide guests with a relaxing experience. He must remember who ordered what and how much he drank. Even in wine bars, a good bartender should not have a guest get drunk. After all, this would be tantamount to the owner giving the guest a drink and then calling the police himself.

It is better to let the overly amused guest understand: “Perhaps it’s time for you to move on to tea.” And in a very critical situation, you can reason with him: “Don’t waste time on empty talk. I’m no longer serving you.”

The work of a bartender, like that of a waiter, is not easy. Behind the counter, he walks about 20 kilometers per shift: from the express machine to the washstand, to the tape recorder, to the next guest, who is already sitting on a stool at the counter. The bartender is not allowed to sit down - professional ethics does not allow it. Each bartender develops his own style of service.

Offering the next visitor an assortment of cocktails, juice, coffee, tea, candies, canapés, a good bartender will soften the standard phrase with a slight half-smile and advise which drink to choose for this or that dish in order to get a successful combination.

As already mentioned, the essence of a bartender’s job is to create conditions for guests to relax. His strict style of behavior means a serious attitude towards people's rest and leisure, the ability to create a good mood, and force consumers to fully accept the rules established in the bar. For example, smoking in a bar is allowed only in a specially designated area; If a visitor enters a bar while intoxicated, he must be made to understand that he has the wrong address. A sense of proportion (tact) is the most important psychological quality of the bartender profession. It is clear that not every person can become a bartender, but only those with certain abilities. First of all, he must be sociable, that is, sociable, able to easily and naturally establish contacts with consumers. The bartender needs to be observant in order to determine the character of the interlocutor, his mood, correctly construct a conversation with him, and identify his needs.

A bartender can achieve mastery in his work only if he constantly improves his professional skills and raises the level of service culture.

Knowledge of etiquette is especially important for a bartender: his good manners are immediately noticed and appreciated by visitors. Moreover, what is important here is not only adherence to generally accepted norms of communication, but high professionalism combined with impeccable forms of behavior.

The waiter and the consumer are social individuals, i.e. representatives of a certain social environment. Their social roles are determined by the communication process itself, and their personal goals during communication may not coincide. Therefore, the task of the service personnel of public catering establishments is to achieve an important social goal - to satisfy the needs of those who come to visit them, to apply an individual approach to service. For service to be truly cultural, it is not enough to have modern equipment - you also need to have a staff of qualified personnel who know their job.

Therefore, it is very important that educated people with high culture work in this area. A person deprived of the ability to communicate experiences severe mental stress. He can be considered simply professionally unsuitable for work in the service sector. More often than other employees, he has conflicts with consumers, which leads to stressful situations accompanied by increased irritability.

The process of communicating with consumers for these workers is psychologically forced.

Transcript

2 CONTENTS Introduction Chapter 1. The subject “Professional ethics and psychology in public 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. The feeling of fatigue and ways to overcome it 5. The feeling of fatigue in the work of a cook 6. The feeling of fatigue in the work of a waiter 7. Perception 8. The role of perception in improving the work culture of a cook 9. Memory 10. Thinking and speech 11. Imagination 12. Attention 13. Emotions and feelings 14. Will Chapter 4. Individual - psychological characteristics of the personality 15. Marxist-Leninist understanding of personality 16. Temperament 17. Character 18. Abilities

3 Chapter 5. Professional ethics of public catering workers 19. Fundamentals of Marxist-Leninist ethics 20. Basic categories of professional ethics 21. The concept of professional etiquette 22. Speech etiquette of a waiter, bartender, bartender 23. Etiquette of behavior at the table Chapter 6. Psychology of work of public service workers nutrition 24. The concept of types of human activity 25. Knowledge, abilities, skills 26. The concept of the psychology of work of catering workers 27. The psychology of work of a cook 28. The psychology of work of a waiter 29. The influence of the mental state of a 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. 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 during 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 set for 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, increasing its economic efficiency and the level of service culture. The solution to 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. Their knowledge includes information not only in the field of cooking, food marketing, but also the psychology of human relations. No matter how perfect the modern technology used by catering workers is, 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, cooks, confectioners with all stages of serving consumers, methods of establishing correct relationships with them from the point of view of ethics and psychology. Knowledge

The 5 fundamentals of these sciences will allow workers in mass catering professions to improve their work culture and 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 have lunch, relax, have a good time, celebrate family celebrations, anniversaries. The task of catering workers is to serve them well, feed them tasty food, and at the same time relieve them of household worries and hassle associated with the implementation of these activities. By freeing the working-age population from the unproductive work of preparing food at home, catering workers help increase people's free time and thereby create favorable preconditions 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 the productivity of their labor. In our country, a lot of work is being done to transfer public catering establishments to industrial methods of food preparation using highly prepared semi-finished products, chilled and deep-frozen dishes. Thanks to the technical re-equipment of enterprises, new types of processing of raw materials and products are being introduced, and basic labor-intensive processes are being mechanized. At the same time, the task of improving the visitor experience is carried out.

6 Workers involved 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. At modern public catering establishments, a qualitatively new food preparation technology, new forms of control and management of devices and machines are being developed. The work of a cook and pastry chef is increasingly being 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 with quality new technology cooking, based on the use of semi-finished products and highly prepared products, changes the role of the labor functions of catering workers and has a positive impact on their psychology. In the conditions of scientific and technological progress, the demands placed on mental labor and the nature of the work of public catering workers are increasingly increasing, and the ratio of physical and mental labor is changing. In particular, 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 public catering is excellent customer service. Achieving this goal is impossible without improving, first of all, the general production culture: improving the working conditions of cooks, pastry chefs, waiters, bartenders, and technical workers. The concept of "culture"

7 production" includes not only technical culture, i.e. production of products and culinary products based on advanced production technology, based on the latest achievements of science and technology, operation of high-performance equipment, but also adherence to professional ethics. It is well known that the work of cooks, pastry chefs, 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 consequence, the productivity and quality of work. High quality service presupposes not only friendliness and hospitality when meeting a visitor, but a whole range of specific requirements, among which there are no minor ones. This includes high quality products, the most favorable conditions for eating, progressive forms of service, the aesthetics of hall design and table setting, and the impeccable appearance of employees, their compliance with all rules of service, i.e. their ideal ethical culture. The labor activity of 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, at improving the process of serving consumers. A modern catering worker must have high business qualifications, general culture, a conscientious attitude to work, and master service methods and techniques. Thus, the waiter must be extremely attentive to consumers, but not intrusive, not fussy, not obsequious, and have a sense of self-esteem. A sense of proportion in service is one of the most valuable qualities. The waiter is in some way a culinary specialist, an artist, the author of the table composition, and a subtle psychologist. To achieve all these qualities, he needs to know the basics of psychology

8 labor in public catering and professional ethics requirements. This knowledge is no less important for a cook, pastry chef, bartender, or bartender. Since ancient times, cooking has been classified as an art. Preparing a delicious dish, giving it an attractive appearance, creating a harmony of taste sensations, a 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 chef is unable to create true beauty in an uncomfortable, uncomfortable room. Workshop layout, wall painting, lighting, meteorological environment, i.e. absence of dust, dirt, kitchen fumes; these are the factors and conditions that are combined into 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 at work. The end product of a chef's work process is high-quality finished dishes and culinary products. Any mistake, negligence, or inattention in his work can lead to serious consequences, including food poisoning. Therefore, workers in this profession are subject to such requirements as attentiveness, dosage accuracy, speed of reaction, concentration, clarity of action, constant analysis, and the state of food readiness. Creating a comfortable environment in production workshops will help to protect the nervous system of workers as much as possible from premature fatigue. The same purpose is served by the rational placement of thermal and mechanical equipment and its aesthetic expressiveness. One of the conditions for improving the quality of service is for employees to acquire knowledge in the field of practical psychology. This industry

9 studies the mental processes occurring in those working in the specific production conditions of public catering establishments in order to develop such practical recommendations that would contribute to the disclosure of the physical and spiritual powers of a person, the use of scientific and technological achievements in the production process. Ensuring a high service culture largely depends on working conditions, which affect not only a person’s performance, but also the social development of the workforce. 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 establishments; rational organization of customer service; relationships between people in the process of their work activity (psychological microclimate in the team); organization of the work 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 monitoring 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 to work in the field of public catering. Knowledge of labor psychology is necessary not only for workers in mass professions in this industry, but also for enterprise managers. For acceptance

10 informed decisions and organization of service at a high level require a certain erudition in matters of interpersonal contacts, creating an appropriate aesthetic environment, both in the sales area and in production premises. The labor psychology of 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 character of the consumer, predict his desires, gastronomic tastes, and navigate difficult psychological situations. For a waiter, armed with knowledge of the basics of psychology, taking care of consumers will not be a personal favor provided to him, but a direct official responsibility. Psychology is an integral element of the scientific organization of labor, contributing to the mobilization of a person’s physical and nervous energy, ensuring more efficient use of material and labor resources, and a continuous increase in labor productivity. The psychology of consumer service is closely related to professional ethics, the knowledge of which is necessary for workers in the service sector, including public catering enterprises. Their task is not only to warmly welcome guests, but also to serve them taking into account their individual characteristics, needs 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, service culture is considered as a set of professional rules of politeness, i.e. ethics (sensitivity, friendliness,

11 courtesy, restraint, smartness) and etiquette (forms of addresses 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 real reality, i.e. images 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 (traits) of the personality and its state. Mental processes are sensations, perceptions, ideas, memorization, imagination, memory, thinking, speech, emotions and feelings, will. They manifest themselves differently for everyone. The ability of a waiter, bartender or bartender to correctly assess the mental processes of the people around them serves as an important indicator of their professional suitability and high skill. Mental properties of a person are the most significant and persistent mental characteristics of a person, distinguishing him from other people. Such properties are temperament, character, abilities, hard work, interests and needs. Knowledge of mental properties serves as a prerequisite for choosing communication tactics between a waiter, head waiter, bartender, bartender, and cook with visitors.

12 A person’s mental states (vigor, fatigue, job satisfaction, activity, concentration, distraction) characterize his sensory and emotional experiences. These conditions are either short-term or long-lasting. The mental states of 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’s activities. Psychology is not limited to describing mental phenomena, but explains them by revealing the patterns to which these phenomena are subject. Studying the psychology of service personnel at public catering establishments gives, for example, an idea of how they sense and perceive people’s behavior, how they recognize categories of visitors by their behavior, and how they react to influences exerted on them during service. By systematizing these observations, head waiters, waiters, and bartenders form an idea of the temperament, character, and interests of their clients. 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 the science is general psychology, which studies the patterns of human mental activity. Other branches of psychological science are of a private, applied nature. These include: social psychology studies mental phenomena that arise during the interaction of people in society, in groups;

13 educational psychology studies the psychological characteristics and patterns of the processes of teaching and upbringing; labor psychology examines the psychological characteristics of human 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, and trade psychology. The psychology of public nutrition is also an applied branch of psychology. Based on data from general psychology, which serves as the theoretical basis for all its applied branches, public catering psychology studies the motives that guide visitors when choosing dishes, individual, age and other characteristics of demand for products produced 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 consists of the psychological characteristics of the work of bartenders, waiters, head waiters, and 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 competently evaluate his

14 inner emotional world in order to consciously regulate one’s behavior. It is known that the task of catering workers is to be able to serve visitors of different ages, personalities, with different gastronomic habits and preferences. Only an employee who is well acquainted with the psychology of the service process can correctly understand the essence of the service, as well as such concepts as treatment, service, without perceiving them as offensive and humiliating. The psychology of public catering is closely related to social psychology and labor psychology, which, considering the phenomena that occur during the interaction of people in teams, have the goal of developing professionally necessary qualities in workers to increase their labor productivity. Psychology of work of a cook. the waiter certainly has its own patterns. In accordance with the specifics of the work of people in these professions, patterns appear in relationships with visitors, constituting the psychology of the service process. Knowing the characteristics of visitors in accordance with character types, 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 part of the activities of the head waiter, waiter, bartender, and bartender. Direct contacts with visitors with varying degrees of sociability require knowledge of the basic principles of communication psychology. Serving

15 visitors, the waiter appears before 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. By expressing their complaints (grounded and unfounded) specifically to the waiter, they often unwittingly provoke conflict situations. The dialogue with visitors, and in the event of a conflict, its outcome depends on the professionally correct behavior of the waiter, his experience and knowledge in the field of communication psychology. Sociological studies show that up to 30% of the time spent by a waiter on basic labor operations is spent on verbal (verbal) communication with visitors and about 40% of the time is non-verbal (facial expressions and gestures). Despite its 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 visitor and the employee of the establishment. Ignorance of the principles of communication psychology, inability to conduct a dialogue with visitors (as a result of professional unsuitability) aggravate these contradictions and can become the cause of a conflict situation. Research shows that in half of 100 cases of conflicts between visitors and employees of catering establishments, waiters are to blame. The main part of the conflicts arises due to the rudeness and tactless behavior of waiters, the indirect cause of which is the lack of the necessary knowledge in the field of communication psychology among many of them. Conflicts cause damage to both the enterprise and the employee himself. Neuro-emotional breakdowns observed in conflict situations can reach such strength that they do not go away (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, allows one to avoid neuropsychic overload. Their reaction when a conflict situation arises does not reveal strong neuropsychic stress, and there are no obvious negative changes in psychophysiological functions. At large public catering establishments, 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, this is necessary for those directly involved in serving visitors. These classes should be conducted with the assistance 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 you to analyze complex patterns of relationships, understand the visitor’s point of view, and contribute to the development of flexible forms of behavior. Test 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 public catering? What are its tasks? CHAPTER 3 Mental processes and states 1. General concept of the psyche The work of workers in public catering establishments: 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 constant influence of mental stimuli. They are generated as a result of analytical-synthetic. brain activity, and are also created in the internal physical and chemical environment of the body. An irritant is a stimulus for all processes and phenomena occurring in the body, which perceives numerous irritations that carry a wide variety of information. This information is processed at various levels of the nervous system. No matter how diverse the information entering the body is, it is represented in it by the same physiological process of excitation. This process occurs in all organs consisting of nervous or muscle tissue that have excitability, i.e. the property of becoming excited under the influence of stimuli. Having arisen in one place of excitable tissue, excitation moves to another area, spreading to the organ or part thereof; the organ is brought into action under the influence of excitation. Nerve impulses that form the basis of the excitation process have a certain frequency. Impulses can occur at regular intervals, that is, follow one another in the form of groups, gradually increase in frequency or become more rare. The emerging nerve impulses contain information about the current stimuli. Human nerve cells perceive nerve impulses of a certain frequency and quality, which determines the selective reaction of nerve centers to stimulation. Another process that plays an important role in the work of people involved in maintenance 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. Does not have braking

18 ability to spread and remains at the place of its origin, i.e. it is local in nature. Inhibition is a process opposite to excitation. More precisely, inhibition is also an active process in the central nervous system, which leads to weakening, suppression or complete shutdown of its activity. Thanks to inhibition, a person economically and rationally controls the activity of his body, i.e. coordinates it. Without the inhibition reaction, people would make chaotic movements that would serve as a reaction to every irritation sent from the outside. Mental 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 a complex structure. It consists of nerve centers and peripheral nerves, intertwining all parts of the body with their thinnest branches. The central nervous system includes the brain and spinal cord. The cerebral cortex serves as an organ of higher nervous activity. It receives stimulation from the underlying parts of the central nervous system and regulates all nervous processes in them. Nerves connect the central nervous system with sensory organs (eyes, ears, sensory endings in the skin, muscles) and working organs (muscles). The human nervous system performs two main functions: it coordinates and harmonizes the activities of different 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 carries out these coordinating and regulating functions in the form of reflexes.

19 A 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 huge number of reflexes. Let us give examples of just some of them. A person, moving from a dark room to a brightly lit trading floor, reflexively squints his eyes: the pupils contract in bright light; in the dark, on the contrary, the pupils dilate. In both cases, a reflex is observed - the body’s reaction to irritation caused by blinding light or darkness. Pulling your hand away when it comes into contact with the hot surface of the stove, flinching at a sudden and strong sound, salivating when eating - these are all reflexes. The reflex consists of three parts. 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 impulses and the response of the executive organ. The great Russian physiologist I.P. Pavlov, developing the teachings of I.M. Sechenov, developed the theory of conditioned reflexes and the second signaling system. The essence of this theory is that reflexes, according to the nature of the underlying neural connections, are unconditioned and conditioned. Unconditioned, according to I.P. Pavlov, are innate reflexes. They are distinguished by the constancy of the connection between the stimulus and the response. They remain almost unchanged throughout a person’s life. Depending on their complexity, unconditioned reflexes are divided into simple and complex. Simple unconditioned reflexes include, for example, pupillary, scratching, coughing, sneezing, complex food, defensive, orientation, exploratory, imitative, etc.

20 Complex unconditioned reflexes constitute the main fund of the body's vital functions. Thanks to the food reflex, the body receives the substances necessary for its vital functions. The exploratory reflex provides a continuous flow of information about the outside world into the brain. The imitative reflex is necessary, for example, in the service sector when transferring individual experience of serving visitors to senior staff to junior ones. The connection between the psyche and unconditioned reflexes is taken into account when organizing service in grill bars. Frying 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 occurs as a reaction to direct chemical influences of a food nature (the aroma of fried meat). The saliva released during this process is also the result of the action of an unconditioned food reflex on the emerging aroma, i.e., 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 consolidated throughout a person’s life with the obligatory participation of the cerebral cortex. These reflexes, unlike unconditioned ones, represent a temporary connection between a stimulus and a reaction to it. When this type of reflex occurs, irritation seems to signal the body about the possible impact of an unconditioned stimulus. Higher nervous activity of a person is based on the functions of two signaling systems. The first signaling system is used for the perception of 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 to the sense organs. Signals directly perceived by the senses serve as stimuli for concrete thinking. As a result, reflex acts in the form of images and actions are formed in the human mind. The second signaling system is based on temporary connections. The conditioned stimuli for her are not objects of the surrounding reality that evoke visual representations, but words heard or read. The anatomical basis of the second signal system is the speech motor analyzer, which is closely connected with the visual, auditory and other analyzers, and the word serves as the stimulus. During the service process, head waiters, waiters, and bartenders activate the activity of the first and second signal systems. The same thing happens with the visitor. The object of purchase and sale is a product, i.e., public catering products. In the process of its implementation, the guest and the waiter seem to be conducting a trading dialogue with each other. But initially they establish contact with each other in order to achieve mutual 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 modeling principle ensures speed and efficiency in the waiter’s behavior and creates the possibility of foresight. In this case, the second signal

The 22nd system, interacting with the first (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 Lenin’s theory of reflection, the essence of which is that objective reality exists independently of man and his consciousness. Acting on the senses, objects and phenomena of this reality are reflected in the brain. Sensations, perceptions, ideas, thoughts are nothing more than forms of this reflection. By consciously reflecting objects and phenomena, a person cognizes them objectively. The human brain is, figuratively speaking, a wide gate through which a wide variety of information enters. To it is added information of no less volume, which is not only extracted from memory, but also developed in the process of creative activity. This entire wide stream of nerve impulses, carrying various thoughts and actions, relationships and drives in encoded form, rushes to the exit from the brain, i.e. to executive neurons that are directly connected to the working organs. The materialistic understanding of the psyche is based on the interpretation of mental phenomena as derivatives of the influence of the environment, including the social one. The 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 a reflection of objective reality, which depends on life experience,

23 accumulated knowledge and individual state. One and 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 under different conditions. Thus, while 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, his intellectual development. The psyche is characterized by activity. A person carries out mental activity, guided not by passive photographing of reality, but by searching and choosing possible options for action. 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 the moment in the surrounding world and in the consciousness of the person contemplating this world. Sensation is a mental process of reflecting individual properties of objects and phenomena of the surrounding world that directly affect the senses. Sensations serve as the basis of mental activity. Through them, impulses enter 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 about 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 body position in space (in standing, lying positions, etc.). Depending on the stimuli acting on the peripheral endings of the analyzers, on the sensory 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 of sales floors, or the influence of a particular color in a production interior. As you know, color can stimulate or depress a person’s work activity. The visual senses are also indispensable in the work of a cook. For example, a person with an impaired eye is unsuitable for this profession. An eye meter is needed when determining the components of a particular dish and when releasing dishes for distribution. Auditory sensations arise as a result of the influence of sound waves on the auditory analyzer. The ear is the perceiving organ. Auditory sensations are necessary for speech perception. Everyone needs good hearing, but for a waiter it is a professional necessity. Impaired hearing can cause misunderstandings and, as a result, conflicts when serving visitors. Olfactory sensations serve to distinguish all kinds of smells. The organ of smell is the nose, in the mucous membrane of which the endings of sensory nerves are located. Getting into the air with

25 nose, gaseous substances act in contact on the cells of the olfactory receptor. A cook or pastry chef 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, garlicky, 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 confectioners, the ability to develop this type of sensation is a professionally necessary trait, as it allows, like the sense of smell, to navigate numerous flavor combinations of products. Skin sensations are a reflection of the mechanical properties of objects that are detected when touched, as well as when they are pressed on the body, friction, etc. Thus, with the help of the skin sensations of the hand, you can feel the shape and size of an object, the condition of its surface (for example, distinguish starch from flour). Close to skin sensations are tactile sensations, which are combined sensations. Their receptors are located in the skin and muscle-joint apparatus, which makes it possible to determine, for example, the temperature of the body, objects and environment. It is known that neither the cook nor the pastry chef has any instruments for assessing the quality of products. Organoleptic evaluation, i.e. checking the product with visual, olfactory, gustatory and skin analyzers still remains the only and irreplaceable method.

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

27 perception depends on the natural characteristics of the body (sometimes congenital), age, lifestyle, the nature of the food it consumes, the frequency of drinking alcohol or smoking, state of health, etc. For the profession of a cook, sensory training and the ability to focus on one’s senses when identifying the smells of foods are of great importance. 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. Both thresholds are strictly individual in nature for different people. However, even chefs who have naturally average perception thresholds can achieve certain success with constant training, ensuring the discipline of the associative functions of the brain and the ability to clearly formulate their perceptions. The specificity of professions in the catering sector places certain demands on the senses and 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 your own (absolute and discriminative) thresholds of perception, record their changes, and compare them with the height of 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 human adaptation to certain conditions, manifested in an increase or decrease in the threshold of sensations. So, in a confectionery shop, the confectioner smells vanillin only at the very beginning, when entering the workshop. Then sensitivity to

28 this smell seems to be dulled (adapted), i.e. the lower threshold of olfactory sensitivity increases. It is necessary to take into account another pattern, which is called the contrast of sensations (a change in the sensitivity of the analyzer under the influence of a previous stimulus). So, after eating pickled cucumber or herring, it is not recommended to taste other dishes, as they will seem under-salted. I.P. Pavlov proved in his works 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 in a restaurant hall affects the sensitivity of taste analyzers, which manifests itself in increased appetite, better digestibility of food, etc. Let us now consider how the sensations discussed above manifest themselves in human activity at the level of his psyche. It is known that during the technological processing of products, significant changes occur in proteins, fats and carbohydrates. Chemical and physical analyzes make it possible to determine the degree of changes in a substance in dishes and products only to a certain extent. In ready-made dishes and products, a significant number of substances, especially spices and herbs, are contained in barely noticeable quantities that cannot be determined by chemical analysis. A more reliable “tool,” that is, much more sensitive than instruments, turned out to be the organs of smell, taste, touch, vision, and hearing, which I. P. Pavlov designated by the general term “analyzers.”

29 In the human body, analyzers, which are a complex of unique perceptive nerve devices, receive impulses from nerve endings called receptors. Impulses from the 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 includes analyzers of the oral cavity (gustatory) and nasal (olfactory), the second are visual (reacting to optical properties), auditory (reacting to acoustic properties) and, finally, tactile or tactile (determining the structure and consistency of products). All human receptors can also be divided into external and internal. Based on their 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 receptors reaches the cerebral cortex, where sensations arise (visual, olfactory, tactile, etc.). It is in this way, through sensations, that the employee receives data about the color, smell, taste, temperature or consistency of individual products. More holistic, objective images are formed from sensations in his consciousness. 3. The role of sensations in the work of a cook

30 The most significant role in a cook’s work is played by the sense of taste. Physiological basis of taste sensations. A person senses the taste of foods with the help of the so-called taste apparatus, which is a set of taste receptors of microscopic formations in the mucous membrane lining the oral cavity and the surface of the tongue. These formations (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 the basic sensations. Taste buds are scattered across the surface of the tongue extremely unevenly. In some areas of the tongue there are more taste buds, the irritation of which causes a sensation of bitter taste, in others they react more to sweets, etc. Sweet is best felt by the tip of the tongue, salty is equally good by the root, tip, and edges of the tongue, bitter by the root of the tongue , sour at its edges. There are no taste buds at all on 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 conducting 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 the influence of chemical, thermal, mechanical stimuli can fluctuate within significant limits, closely correlating with the nature of the food and its culinary processing. For example, dry foods produce significantly more saliva than wet foods. Therefore, when

31 tasting starchy dishes food must be chewed thoroughly. At the same time, a large amount of saliva is released, which contributes to a more complete hydrolysis of starch. To get the right taste sensations, it is advisable to wash down each sip of food with water. In general, the taste of food is better felt if the tongue is well moistened with saliva: it is as if a water solution, which allows you to determine the fullness of taste sensations. Saliva serves as a kind of solvent, thanks to which taste buds are excited and taste sensations arise. Over the course of a day, 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 in various ways: by rubbing the back of the tongue against the palate, by remembering and vividly imagining the taste sensations of various foods: lemon, apples, etc. Patterns of taste sensations. True taste sensations obtained from tasting a particular product are considered to be those that arise from irritation of taste analyzers, which together form the taste organ. In this case, it is necessary to abstract from other accompanying tactile and temperature sensations. In addition, food in the mouth serves as a source of olfactory sensations. As a result, the taste sensations seem to be “clogged” with the 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 dish or product being tasted. The feeling of saltiness is the longest lasting sensation. It is followed (with increasing duration) by sensations of sweetness, acidity, and 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 irritant, for example sweet, for a long time, then as a result the sensitivity to it sharply decreases. To enhance the sensation of sweetness, it is recommended to make a wave-like movement with the tongue, stirring the flavoring substance. If you are going to taste several dishes, then you should take no more than 3-5 g of food into your mouth. It should be borne in mind that taste sensations can change and new, secondary sensations (“after-taste”) arise. One taste sensation can influence another if the latter quickly follows the former. For example, after eating a pickled cucumber or heavily salted herring, even ordinary water seems sweetish. After sweets, the feeling of sour increases, and sour, on the contrary, increases sensitivity to sweets. With a certain combination of foods that contrast in taste, the phenomenon of taste contrast arises: in salty-spicy foods, sweetness is usually not felt. And in those dishes where, in addition to salt and sugar, acetic acid is also present, the sugar is felt even less (for example, in marinades). The feeling 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 baked goods and some confectionery products. The use of taste sensations in the organoleptic assessment of raw materials is crucial in the successful work of the cook: it determines

33 the taste of the dish, and therefore the consumer’s taste sensations, his appetite and the digestion process. Olfactory sensations. For a cook, the sensitivity of smell to the same odorous substance can vary widely and depend on many conditions. The magnitude of olfactory thresholds is influenced by humidity, temperature, atmospheric pressure and other factors. Emotional arousal is also at the height of the olfactory thresholds. The nature and intensity of the sensation of smell also depends on the state of the olfactory organ. A chef's sense of smell does not remain unchanged during his working career. Long-term professional training develops the ability to recognize odors. Experienced cooks can distinguish a much larger number of smells than beginners. The sensitivity of the olfactory organ is also influenced by the physical condition of a person. Thus, hunger increases the sharpness of smell. Inflammatory diseases of the nasal mucosa reduce the sensation of the olfactory epithelium. In old age, the acuity of smell decreases due to the gradual atrophy of many epithelial cells. At the time the cook tastes the dish, the best or worse sensitivity to smell depends on the effect of other substances on his body (for example, coffee or tea enhances, and a medicine taken, for example, 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, moist warm air. Skin-tactile sensations. It is known that the cook determines the consistency of fish by tactile sensation, and evaluates the quality of raw fish by replenishing the pits that form in places of pressure on its back (in fish that is not fresh enough, the pits disappear slowly). Check the consistency of the meat by pressing lightly with a fork.

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