By Henning Lubbe & Claire Strydom
Directors, Education and Training Portfolio – Specialty Coffee Association of Southern Africa
Coffee people—we get up early, stay up late, thrive on the hustle, and keep the vibe high even when the espresso machine is giving attitude. But let’s face it: even the best single origin can’t fix a toxic team dynamic. So what does? Strong, respectful, and effective working relationships.
Whether you’re running a bustling café in Braam, managing a mobile cart in Durban, roasting beans in Stellenbosch, or pulling shots in Gqeberha—how your team works together can elevate your business or quietly grind it down.
Let’s take a lesson from SAQA’s Unit Standard 11235: “Maintain Effective Working Relationships with Other Members of Staff.” Sounds like HR fluff? Not at all. It’s actually packed with wisdom we use every day in our industry—and probably don’t give enough credit to.
Here’s how to take the principles behind this standard and brew them into your coffee business.
☕ 1. Clear Roles = Clear Results
Ever had four baristas all respond to “One cappuccino, please”? Or a food order slip sit in the kitchen while the floor staff assume someone else took it?
Knowing your area of responsibility is essential. Every person in your coffee shop—from barista to back-office—should be able to answer these questions:
- What am I responsible for today?
- What’s the chain of command if something goes wrong?
- Who do I report to, and who relies on me?
When each team member knows where they fit in, service becomes fluid. Customers don’t feel the chaos, and the team doesn’t waste energy stepping on each other’s toes.
➡️ Pro tip: Start each shift with a quick role call. “You’re on till, I’m on milk, you’re on floor, let’s roll!”
💬 2. Communication Is More Than Calling Out Orders
An effective communication system is the backbone of a successful team.
This means:
- Verbal cues that are short, clear, and respectful.
- Written notes for handovers, daily checklists, and stock issues.
- Digital comms like WhatsApp, Trello, or Slack (yep—even baristas use project tools now).
But communication isn’t just about talking—it’s about understanding. This includes:
- Listening to instructions.
- Clarifying when you’re unsure.
- Giving feedback (upwards, sideways, down).
➡️ Real-world tip: Hold a 5-minute “pre-service briefing” to align the team, and a 2-minute “debrief” at the end to spot improvements.
⚠️ 3. Conflict Happens. Let’s Not Lose the Latte Over It.
No matter how vibey your café culture is, conflict will show up. It might be:
- A disagreement between front-of-house and kitchen.
- Tension between a new junior and a seasoned barista.
- Frustration about shift rosters or tip distribution.
That’s life. But what sets professionals apart is how we handle it.
Every workplace should have simple conflict resolution procedures:
- Don’t ignore it—small issues become big ones.
- Talk to the person involved, not about them.
- Escalate if it can’t be resolved informally (to the manager or owner).
- Keep it respectful and focused on the issue, not the person.
➡️ Leadership tip: Create a “conflict resolution ladder” and train staff on how to use it. This builds maturity and reduces drama.
✨ 4. Treat Your Team Like Gold (Even Before Coffee)
This one should be obvious, but still—treat colleagues politely and helpfully, always. Whether it’s a supplier dropping off stock or the kitchen porter doing dishes in the back, respect builds morale and productivity.
The unit standard reminds us: internal relationships matter just as much as customer service. In fact, they’re part of customer service. You can't deliver a world-class experience to a guest if your team is arguing over who's restocking the milk fridge.
➡️ Culture hack: Celebrate teamwork wins, not just individual performance. Try a “Staff Shoutout Board” where team members can recognize each other.
🎯 5. Prioritize Like a Pro (Especially During Rush)
The coffee world doesn’t run in straight lines—it runs in rushes. That’s why being able to prioritize tasks is a superpower. Whether you’re slammed with a ten-ticket docket or juggling a maintenance issue and a surprise stock delivery, your team must be able to:
- Make quick decisions.
- Ask for help when needed.
- Shift focus without meltdown.
The unit standard literally says: “Given a specific workload, prioritize work and give reasons why this order is selected.” This means:
- Customers waiting = higher priority.
- Health and safety = urgent.
- Admin = do it when it’s quiet.
➡️ Team tip: During training, throw in a few “rush simulations” to help new team members practice under pressure.
🛠️ 6. Struggling? Ask for Help—That’s Strength.
If someone is falling behind, seeking help shouldn’t be taboo. In fact, it should be encouraged. The most productive teams support each other, especially when it gets tough.
This might look like:
- A barista calling in backup when the queue is long.
- A junior asking a senior to double-check the grinder settings.
- A staff member being open about personal issues affecting work.
➡️ Wellness tip: Check in with your team regularly. Create a culture where vulnerability is okay and mental health is respected.
🔄 7. Keep Learning, Keep Adapting
Whether you're moving into a new location, changing your menu, or onboarding new hires, adaptability is key. One of the unit standard's most overlooked gems is this:
“Given an entirely different field (e.g. banking, retail, or tourism), describe how performance would be adapted.”
Why is this relevant in coffee? Because our industry touches all those sectors! Coffee shops exist in airports, malls, hotels, hospitals, and creative hubs.
➡️ Growth mindset: Regularly review your systems and ask, “What could we do better? What are others doing that we could learn from?”
❤️ 8. Strong Relationships = Strong Coffee Business
At the end of the day, your espresso machine can be world-class, your beans ethically sourced, and your latte art flawless—but if your team’s relationships are poor, your customers will feel it.
So let’s invest not just in equipment and training, but in people skills.
Let’s celebrate teamwork.
Let’s train for emotional intelligence.
Let’s build café cultures that care.
Because in this industry, our relationships are the real secret ingredient.
Training Resource:
Use this article to create your own 8-week training program weekly for staff Vibe meeting, you only need 15 to 20 minutes, and it will create food for thought.
Handouts:
Email us at info@scasa.coffee if you want to receive the training handout.
