Steamboat Landing

1. Steamboat Landing Train The Trainer TRAINING PROGRAM

2. 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… • Your knowledge • Your ability to communicate • Your ability to motivate • Your patience (most of the time) • Your enthusiasm • Your understanding • Your desire to train • Your ability to learn how to train and understand Trainee skill levels & abilities

3. What is Training???

4. Skills Skills are defined as the “how” you physically perform certain tasks Knowledge Knowledge is defined as the “why” you perform certain tasks. Training is the transfer of skills and knowledge

5. What is the purpose of Training?? • Train NEW Team Members (MITs) • Re-train existing staff • Introduce new programs, menus, roll-outs

6. Training to the 3 S’s • Standards • Service • Safety

7. STANDARDS • Specific job tasks • Acceptable Standards of performance • Measurable • Objective • Clearly Communicated… more to come

8. Service (Hospitality) • What makes hospitality different from service? • Guest feedback • External & Internal Guests (Customers)

9. Safety • Food Safety (Sanitation, Contamination) • Personal Safety • Guest safety • Recognize safety hazards • Handling emergencies

10. Benefits of Training • To the Trainee… • To the Guest… • To Quaker Steak & Lube…

11. 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

12. To The Guests • High quality products • High quality service • Visit more pleasant • Value • Safety

13. To Steamboat Landing • Consistency • Increased productivity • Reduces cost • Team building • Better image • Builds Guest loyalty • Attracts potential employees • Reduces turnover • Reduces absenteeism

14. RECIPE for… Training and Service All recipes have….

15. Procedures Mixing Instructions Ingredients Quality

16. Ingredients • Quality “Ingredients” • begin with the right people • A smiling face and a willing worker

17. Procedures… “the mixing instructions” • The Training program

18. 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?

19. 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).

20. 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.

21. 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

22. The Cost of Training • “If you think training is expensive - try ignorance” NEA • The most expensive training is no training at all!

23. The Gap... • Managing “The Gap” • Leading, Coaching and Training to Operational Requirements ofyour operation and Quaker Steak & Lube

24. The Guest Experience Gap

25. The Guest Experience Gap

26. Trainers Qualities • Compelling purpose…committed to the training process • Convincing passion…for hospitality, service, product quality and the training process • … • … • ...

27. The Learning Process

28. Who are we training? • The Adult Learner • Self –directed • WIIFM?

29. 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!

30. Stages of Learning • Unconsciously Unskilled • Consciously Unskilled • Consciously Skilled • Unconsciously Skilled

31. The Communication Process • Senders and Receivers • Listening • MANY TRAINERS don’t listen, they just wait their turn to talk!

32. Trainer or “Sender” Thinks of meaning of message Expresses meaning in words or symbols Transmits message - tells or writes and sends Learner or “Receiver” Receives message - hears, sees or reads Translates words or symbols Understands and accepts - utilizes information Always TWO Sides…

33. The Elements of Communication 1. VOCAL Voice of the Speaker 2. VISUAL What we see of the Speaker 3. VERBAL The words of the Speaker ______% ______% ______%

35. Barriers to effective communication • Bias • Cultural • Education • Age • Gender • Language • Prior Experience • Misunderstandings

36. The Power Of PRESENCE • A State of mind Free of Distractions • Presence and SERVICE • Presence and ENJOYMENT

37. 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!!

38. Test Your Adult Training Know-How

39. 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 ability-deteriorate. • 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

40. 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 learners-which is IMPORTANT to learning. • True

41. SPACED LEARNING • Training “spaced in 20 min blocks • OJT…practice can follow each block Transfer of Learning…2 things • Similarity between what is taught and what “really happens.” • How easily the trainee can blend into the job what they have learned.

42. Methods of Training 5 • Lecture • Guided Discussion • Demonstration • On The Job Training (OJT) • Role Play

43. LECTURE

44. 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 Short

45. 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

46. Lecture Examples???? • Jump Starts…introducing new information • Product rollouts • Employee orientations • Certification/educational courses • Introduce role-plays or pre-demonstration training

47. Guided Discussion

48. 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

49. Guided Discussion Examples? • Jump Starts…introducing new information • New Product rollouts • Guest Service Meetings • Managers/Trainers Meetings • Problem Solving

50. DEMONSTRATION