Transcript TRAINING
Train The Trainer TRAINING PROGRAM What will we cover? What is training? Who benefits from training? What’s my job? How adults learn The communication process Barriers to effective communication Four step training method/OJT Training How the program works…administration, responsibilities, etc. – You were selected because of… What is Training??? Training is the transfer of skills and knowledge Skills Skills are defined as the “how” you physically perform certain tasks Knowledge Knowledge is defined as the “why” you perform certain tasks. What is the purpose of Training?? Train NEW Team Members (MITs) Re-train existing staff Introduce new programs, menus, roll-outs Training to the 3 S’s Standards Service Safety STANDARDS Specific job tasks Acceptable Standards of performance • Measurable • Objective • Clearly Communicated… more to come Service (Hospitality) What makes hospitality different from service? Guest feedback External & Internal Guests (Customers) Safety Food Safety (Sanitation, Contamination) Personal Safety Guest safety Recognize safety hazards Handling emergencies Benefits of Training To the Trainee… To the Guest… To Scott Enterprises… To the Trainee… Prepare the employee to do their job Improve self-confidence Improve motivation Improves moral Prepares for promotion Reduces tension and stress Provides an opportunity to succeed To The Guests High quality products High quality service Visit more pleasant Value Safety To Fort Rapids Consistency Increased productivity Reduces cost Team building Better image Builds Guest loyalty Attracts potential employees Reduces turnover Reduces absenteeism RECIPE for… Training and Service All recipes have…. Mixing Instructions Quality Ingredients Quality “Ingredients” –begin with the right people A smiling face and a willing worker Procedures… “the mixing instructions” The Training program The better the recipe, the better the product… What happens if you have poor ingredients and great mixing instructions? OR What happens if you have good ingredients and poor mixing instructions? Five Principles of Learning Intensity- This means that clear, exciting learning is more likely to be remembered. Exercise- Repetition of new skills is necessary for learning to take place. This is how most of our trainees tell us that they learn the best. Effect- People/trainees accept and repeat pleasant experiences (successes) and avoid unpleasant ones (failures). Primacy- First impressions are most lasting. It is hard to recover from a bad first impression Disuse- Skills not practiced and knowledge not used are forgotten. Our SUCCESS Can be based on: The quality of the interaction between the employees and the Guests The consistency of our product The key to this SUCCESS is a well trained staff The Cost of Training “If you think training is expensive - try ignorance” NEA The most expensive training is no training at all! The Gap... Managing “The Gap” Leading, Coaching and Training to Operational Requirements of your operation and Scott Enterprises The Guest Experience Gap H ow W e See It P olicie s, P roce d u re s, S ta n d a rd s… GAP E x e cu tion of th e … P olice s, P roce d u re s S ta n d a rd s The Guest Experience Gap H ow T he G u e st S e e s It… EX PECT A T IO N S GAP ACTUAL EX PERIEN CE Trainers Qualities Compelling purpose…committed to the training process Convincing passion…for hospitality, service, product quality and the training process … … ... Who are we training? The Adult Learner • Self –directed • WIIFM? How adults learn Adults remember: 10% of what they read 20% of what they hear 30% of what they see 50% of what they see and hear 70% of what they talk over w/others 80% of what they use and do 95% of what they teach others! Stages of Learning 1. Unconsciously Unskilled 2. Consciously Unskilled 3. Consciously Skilled 4. Unconsciously Skilled The Communication Process Senders and Receivers Listening MANY TRAINERS don’t listen, they just wait their turn to talk! Always TWO Sides… Trainer or “Sender” Learner or “Receiver” Thinks of meaning of message Expresses meaning in words or symbols Transmits message tells or writes and sends Receives message hears, sees or reads Translates words or symbols Understands and accepts - utilizes information The Elements of Communication 1. 2. 3. VOCAL VISUAL VERBAL Voice of the Speaker What we see of the Speaker The words of the Speaker ______% ______% ______% Impact of Nonverbal Communication VISUAL 55% VOCAL 38% VERBAL 7% Barriers to effective communication Bias Cultural Education Age Gender Language Prior Experience Misunderstandings The Power Of PRESENCE A State of mind Free of Distractions Presence and SERVICE Presence and ENJOYMENT It’s the trainers responsibility to ensure the learner has received the message In MOST cases problems in training can be traced back to a failure in the COMMUNICATION process!! Test Your Adult Training Know-How Test Your Adult Training Know-How Adults typically have a more difficult time staying focused on learning tasks than youths True 80% of adult learners prefer straight forward how-to instruction over theoretical learning. True As learners age, their psychomotor skills-such as handwriting abilitydeteriorate. True Adults are prone to taking errors personally. In fact, many adults view training situations as a proving ground where their professional reputation and personal image are on the line. True continued Studies show that work-related adult training is most effective when it takes place within 3-4 weeks of a promotion, change of position or implementation of a new system. False You should avoid associating your training programs with an adult’s formal education experience. Many adults carry bad memories and negative attitudes toward traditional schooling. True By using first names, trainers make themselves more accessible to learnerswhich is IMPORTANT to learning. True SPACED LEARNING Training “spaced in 20 min blocks OJT…practice can follow each block Transfer of Learning…2 things 1. 2. Similarity between what is taught and what “really happens.” How easily the trainee can blend into the job what they have learned. 5 Methods of Training Lecture Guided Discussion Demonstration On The Job Training (OJT) Role Play LECTURE Lecture In most cases, this is telling Trainees about a series of related facts. • Trainee usually does not provide any response unless asked specifically to do so. SOME GUILELINES: Keep segments (about 15 min) Use lots of examples Vary pitch,tone, inflection Summarize often Use visual aids Emphasize & explain why each point is important When would you use LECTURE? When Trainee participation isn’t critical When the trainee has little or no specific knowledge or experience on the subject. Participating in a review or info update Lecture Examples???? Jump Starts…introducing new information Product rollouts Employee orientations Certification/educational courses Introduce role-plays or predemonstration training Guided Discussion Guided Discussion Involves the Trainee Trainers role is a FACILITATOR – Information exchange FACILITATOR MUST: Not dominate discussion Make sure Trainee has all information Uses “quick ignition” questions to start discussion Use “thinking questions to guide discussion LISTEN Deal with objections Handle incorrect answers Guided Discussion Examples? Jump Starts…introducing new information New Product rollouts Guest Service Meetings Managers/Trainers Meetings Problem Solving DEMONSTRATION Demonstration Presenting a new skill to trainee – Trainee observes – Can be given to a group Often used as a beginning point for skill introductions for OJT Follow-up with practice, or role play Demonstration Examples? Shift Meetings…introducing new information New Product rollouts Training processes, procedures, or equipment orientation One-on-one new skills training ON THE JOB TRAINING On The Job Training Most widely used… Most effective because: – – – – Offers immediate application Strong emphasis on skill development Flexible Allows for individual feedback by Trainer Four Step Training Method (OJT) Preparation Presentation Performance Follow Up Preparation Trainer Preparation Learner Preparation Outlines and manuals Tools Recipe books Clean organized work area Review training outline Understand objectives Comfortable with time line Presentation Skills... Trainer presents job: Exactly as the job is to be done Demonstrate only one method Instruct by giving one step at a time Stress the key points Summarize presentation Performance Learner performs task or job: 1st run through - stand by, stop learner from mistakes 2nd run through - smoother, have learner explain 3rd run through - no mistakes, ask “smoke out” questions Follow Up Learner completes job or task on their own Follow up ... Questions ... Taper off ... Evaluations/Coaching Is the training program completed once the evaluation has been done? When does the training stop and normal supervision begin? Correcting Errors Avoid criticism Compliment 1st Let trainee correct himself (herself) Do not over correct DO NOT correct in front of others Don’t be too quick to blame the Trainee Other specifics… • Be Supportive •Allow for enough PRACTICE Giving Feedback The more immediate, the greater value. Documents to assist you: • Observation/Certification/Evaluation Checklists • Trainee Evaluation Reports/Task Sign Off Sheets • Recipes/Workbooks/Operations Manual Do’s and Don’ts Hourly Trainers Evaluation Meetings 10-15 min Communicate Test Listen Agree on actions KEEP IT CONFIDENTIAL Measuring Training Observation Employee stumbles over material he/she appears to master in training. Employee appears confused both in training and on the job. Employee encounters unfamiliar situations not covered in training. Employee repeats incorrect behaviors he/she demonstrated during training Employee does not consistently apply information that was covered during training. Employee does not appear to care if he/she does job correctly Possible Reason Possible Solution Measuring Training Observation Possible Reason Employee stumbles… Not enough practice during training for long retention Employee appears… Barriers to communication or instruction, or training was unclear Employee encounters… Training was incomplete Employee repeats… Not enough coaching or feedback during training Employee does not… Trainee might be confused about when to perform certain tasks Employee does not appear Trainee was not motivated to care… to perform correctly Possible Solution Measuring Training Observation Posbl Reason Possible Solution Employee stumbles… Not enough practice… Allow more time for “hands on” practice Employee appears… Barriers to communication… Look for ways to simplify the points you make. Teach tasks in a simple, step-by-step increments. Employee encounters… Training incomplete… If it’s a fairly common situation, add information that covers it to the training. Employee repeats… Not enough coaching… Provide constructive feedback & coaching during training to guide trainees to correct performance Employee does not… Trainee Confused… Make sure trainees know not only what to do but also when to do it Employee does not appear to care… Trainee motivated… Help trainee feel part of a team. More time helping them see how their job affects others… The Life of a Trainer… Trainers Responsibilities… Be knowledgeable about all information in the Training Hand Book. Be knowledgeable about all information in ALL related employee Handbooks, Position Support Material, Recipes and Policies and Procedures needed to train the position. Organize all Orientation paperwork (see Orientation Checklist) into new Team Player Packets, to aid in the efficient delivery of Orientation. * Responsible for the delivery, completion and recording of all tests as prescribed by the Certification Checklist. Responsible that all new Team Member files are 100% complete at the end of their initial training program, including Task Sign-Off List and Certification Checklist Provide guidance to other Team Members who are key in training delivery. (For example initialing the Task Sign-Off Checklist) Keeps training materials (see Training Materials List) stocked and works with Manager - Coaches to gain newly published materials. Supports all e-Learning programs with OJT Coaching and training. Administer New Team Member records, and explain/review the Training Program. Completes all daily training evaluations and reviews evaluations with assigned Trainee. CONFIDENTIALLY communicates evaluation information with assigned Manager. Attends monthly Trainers meetings. Completes daily Trainers Log as necessary. Provides training support and participates in the training of all new product/program Roll-Outs. Managers Responsibilities… Keep ALL information and materials current for Trainers to use…communicate all updates to Training Staff. Organize monthly and special meetings for Trainers and management. Oversee the Trainer, as they are training the new team members, or supporting corporate roll outs. Coach, train and lead as needed. Responsible for ensuring the completion of each new team members task sign-off list and certification checklist and reviewing both with each new team player. Responsible for ordering Trainer shirts for in restaurant’s Trainers . Communicate all training information and updates to the Trainers. Use Trainers to assist in/with: – New Product/Systems/Material Roll Outs – ONGOING Team Member training and development – Shift Meetings Orientations and Evaluations GM/Training Manager Orientations – Your Job – Your Pay – Communication and Confidentiality – Review of Your Job 6 Month one-on-ones Roll Outs Roll Outs-filling the gap between new information, changes and the Guest experience – A, B & C Roll outs – Meetings and commitments Monthly Trainers Meetings Set day once a month- 1-11/2 hrs. Agendas – New trainees – Updates – Suggestions – Reviews from the Managers Meetings & Corp memos – Projects and updates Advancement… Management Other Training Opportunities – Special Committees – Regional Training