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