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SVSP Mentor Train-the-Trainer

CONTACT INFORMATION Cohort Number: Trainee: Email Address: Week 1 Service Specialist Email Address: Phone Number: Field Training Specialist Email Address: Phone Number: Week 6 Service Specialist Email Address: Phone Number:. SVSP Mentor Train-the-Trainer. Purpose, Process, Payoff. P. P.

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SVSP Mentor Train-the-Trainer

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  1. CONTACT INFORMATIONCohort Number:Trainee:Email Address:Week 1 Service SpecialistEmail Address: Phone Number:Field Training SpecialistEmail Address: Phone Number:Week 6 Service SpecialistEmail Address: Phone Number:

  2. SVSP MentorTrain-the-Trainer

  3. Purpose, Process, Payoff P P P Purpose:Provide the new associate with a more realistic view of what the position entails and the opportunity to directly work with an associate from their district. Process: All trainees will spend 2 weeks of their in-field training with someone from their local district. (Weeks 1 & 6) Payoff: Trainees receive a firsthand view of: • The speedof service needed for running a route • How SVSPs respondto customer(s) and messages • How SVSPs adapttheir schedule to changing conditions • How SVSPs provideserviceexcellencein the environment

  4. NEW 7 Week Academy Format

  5. SVSP Mentor Responsibilities • Model for safety, adherence to our QRGs and the Ecolab culture • Wear all PPE • Dress to the uniform standards • Follow pest protocols, uses the correct products and equipment • Execute 3 call process • Schedule route effectively • Is a role model for our culture • Assess trainee performance and provide feedback to DM and FTS • Adapt to different learning styles • Evaluate trainee’s comfort level/capacity for assisting in a “hands on” approach versus just observing • Will not leave trainee alone or ask them to perform services independently without their supervision

  6. Work Hours for Week 1 • Starting and end times are flexible, but should not exceed 40 hours • Must be done at 11:59 pm on Friday • Overtime must be approved by DM • Trainee will spend 1-2 hours each day doing required eLearning modules in Week 1 (See eLearning schedule below) • SVSP should plan to spend approximately 6 hours per day with trainee • Goal would be for trainee to shadow with SVSP Mentor in their future route type (Day, Night, Utility)

  7. Work Hours for Week 6 • Starting and end times are flexible, but should not exceed 40 hours • Must be done at 11:59pm on THURSDAY (Trainee will need to travel to St. Paul on Saturday this week) • Overtime must be approved by DM • SVSP should plan to spend approximately 8 hours per day with trainee • Goal would be for trainee to shadow SVSP Mentor in their future route type (Day, Night, Utility)

  8. Trainee’s Responsibilities • Observe and assist with service when comfortable and possible (legal) • Write down any questions • Ask the SVSP Mentor to print an additional copy of their service report for you so that you can compare your version with theirs • Send a daily re-cap email to DM and Field Training Specialist during weeks 1 & 6 • Accounts visited • Pests observed • Sanitation, structural issues • eLearning modules completed • Will not conduct ESRs • Will not perform independent inspections or steps in a service

  9. SVSP Mentor Responsibilities • Confirm with trainee via email the location date and time for Weeks 1 and 6 • Remind trainee to do required eLearning modules and to send daily email recap to DM and FTS • Print extra service report at each account for trainee to view • Notify DM and FTS if there are concerns with trainee’s performance or behavior during the shadow period

  10. Training Techniques

  11. Prepare Yourself • Review the QRGS to ensure you are servicing with the correct products and equipment for each program • Set a good example in EVERYTHING you do! • Come with a POSITIVE attitude every day! • Refresh yourself on the BeSafe model and remember to do an on-site safety assessment at every account

  12. Safety and PPE • Safety should be a focus every day. Please model that expectation, utilizing the BeSafe cards and Foundational Safety Standards. • Standard PPE is used at every account and includes the following: nitrile gloves, safety glasses, bump caps, knee pads, and meeting uniform standards. • Refresh yourself on the labels. Orthene requires the use of a respirator and rubber gloves; the label also has additional user recommendations that state we should be washing our gloves before removing them.

  13. Successfully Mentor the New Hire • Establish a positive learning environment • Encourage active participation • Give clear and concise instructions • Coach and lead by example • Give effective feedback

  14. Tell – Show – Do – Review • Tell • Simply state the purpose of a particular task and how it is to be performed. Solicit questions and ask the new hire to summarize the key points. • Show • Demonstrate the task. Explain the key points and emphasize how performance will be evaluated. Think through the steps in advance and always present in an organized manner. • Do • Ask the new hire to perform the task you’ve just demonstrated. Be patient and allow the new hire to make mistakes. Provide feedback that encourages the new hire and redirects as necessary to perform the task correctly. • Review • Finally, orally review the task and provide constructive feedback as necessary. Ask questions that will reinforce learning. Review areas of concern to ensure that the new hire is clear about the desired outcome and procedure.

  15. Coach and Lead by Example • Direct the new hire through the learning process ensuring all services are trained to protocols not to personal preferences and methods. • Explain and reinforce the need for exceptional customer communication and follow-up; drive it home every day! • Perform as coach and mentor providing feedback (both supportive and corrective/areas of opportunity) based on your interactions and observations. • Coach using the tell, show, do and review method. • Connect the experiences in the field to their work – explain why the process/procedure/content is important and how it will help them do their job. • Value the participant’s knowledge and experience.

  16. Coach and Lead by Example • Model the “Ecolab Difference”: Deliver value and service excellence to our customers. • Understand every customer’s business, care about their success. • Proactive elimination of any pest issue. • Educate and train the customer about pest problems before they occur. • Communicate regularly. • Set a positive example for: safety, timeliness, appearance, professionalism, driving, communication. • Use correct language and terminology. • Set an expectation with the new hire that you will continually correct improper terminology. Do it in a non-aggressive fashion but make it clear that you are serious. Do not use the following terms as they are “No No” words at the Academy: roach, truck, and chemicals. These are words that should not be used when communicating with the customer so reinforce that behavior daily through training.

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