Post on 13-Jan-2017
Training Your Trainers
Chuck Nicosia UB Campus Dining and Shops
Edited by Cassie H and Laken W
What’s the Plan Today?• Choosing a Trainer
• What to look for in your team• 4 Personality Types
• Teaching a Trainer• Coaching Model
•Feedback from Trainer•Always and Never
• Consistency of a Trainer• Set the Standard
• Follow up with a Trainer• Communication
Choosing a Trainer• The best DO NOT always make the best teachers
• Attitude, Patience, and Effort
• Management Team’s input
• Interview Process
4 Personality Types• Controller• Persuader• Stabilizer• Analyzer
Controller• Strengths• Result-focused, make fast decisions, generate ideas, take action, big-picture
• Blindspots• Listening, being patient, expressing feelings, paying attention to detail
• Stereotypes• Bossy, cold, mean
• Tension-Reaction Behavior• Explode, blame, dictate, take over, suppress emotions
• How to Communicate• Present facts, ask direct/clear questions, stay on task
• Why They’re Important• Use conflict to get results, bottom-line
Persuader• Strengths• Person-focused, optimistic, stimulate others into action, verbal skills
• Blindspots• Detail work, following through, becoming overly emotional, setting realistic time frames
• Stereotypes• Always talking, easily bored/distracted
• Tension-Reaction Behavior• Verbally attack, talk about everything, cry, “dump” it & forget it, overreact emotionally
• How to Communicate• Get to know them personally, ask for opinions concerning people, socialize
• Why They’re Important• People like them, can motivate others, others trust them
Stabilizer• Strengths• Relationship-focused, maintain harmony, warm and friendly, dependable
• Blindspots• Avoiding conflict, initiating quickly, spends too much personal time on others, taking
risks, letting go of past wrongs, • Stereotypes• No backbone, unsure, is a “yes” person, dependent, easily offended
• Tension-Reaction Behavior• Wait too long to act, tell others, avoid, give in and get even, worry emotionally
• How to Communicate• Casual/informal way, be patient, ask questions to get them to share opinion
• Why They’re Important• Maintain harmony, concerned about others’ feelings, juggle multiple tasks
• Strengths• Quality/accuracy/perfection-focused, logic, quality control, self-discipline, uses
facts/data, detail-oriented• Blindspots• Declaring a position, lose sight of big picture, working in teams
• Stereotypes• Robotic, overly cautious, serious
• Tension-Reaction Behavior• Nitpick, leave situation, prove they are right, pull away, withhold emotions
• How to Communicate• Be organized, keep all promises, give sufficient information to support ideas
• Why They’re Important• Tasks get done, keep busy, give 110%
Analyzer
Coaching Model• Explain
•Clearly state task you are going to teach
• Show•Demonstrate while explaining pitfalls
• Practice• Watch while trainee completes task
• Feedback• Give feedback on task accuracy
Show
Feedback
Practice
Explain
Train the Trainer; Explain/Show• Stick to “Need to Know”
• They’ll figure out “Nice to Knows”
• Most people do well with this part
• State pitfalls and how to avoid
Train the Trainer; Practice• You have to be there!
• Multitasking in Training•Prioritizing and being aware of all tasks
• Investment in Time
• Sub Class
Feedback; Always and Never• The Hardest to Teach
• The Always and the Never
• Always-Be Specific/Clear
• Never-Sugarcoat
Feedback; Lesson 1• Lesson 1: You’re Great! Is NOT Feedback
• Why?--No value
• Trainees know BS• Great job is like a joke told too often
• Trainees respond better when feedback isn’t generic
Feedback; Lesson 2• Lesson 2: You Stink! Is NOT Feedback
• Why?--How are they going to get better?
• What are your expectations?• Were they made clear before this?• Did you show them how and why?
• What is the next step if a trainee still isn’t doing well?
Feedback; Be Clear• Never Sugarcoat
• We have to make expectations clear•SS’s have to set standards AND FOLLOW THEM
• They do not see the problem
• Do not give them an “out”•“Well, we’re busy” or “It’s not usually like this”
Feedback; ScenarioJohn is a new DSA and is working dining room for the first time. Billy is John’s SS. In the middle of the shift, a milk spilled in the cooler because John did not prep the milk properly. Billy approaches John and says, “Hey, I know it’s your first day. It’s okay.”
Where is the poor feedback?What could Billy have said differently?
Feedback; Two Types• Two Types of Feedback
• Feedback #1-Immediate•Gives clear guidelines during the shift•No Surprises
• Feedback #2-Big Picture•#2-Is a conversation to work together•Everyone on the same page?
Feedback; Ask 3 Questions • How do you think you’re doing?
• You KNOW how they did but do they see the same things? • Are you on the same page?
• What could you have done better?• Let them be a part of their development! • Having a voice gives them confidence.
• How can I help you?• Everyone should ask this question• Have answers when the employee has none.
Train the Trainer; Consistency• Training set at a standard• Each new SS group comes in with the same expectations • Checklist slightly change each semester• Focus is still Explain, Show, Practice, Feedback
• Standard is important• Each SS has their own unique way of completing a task or approaching a situation • But consistency will help prevent confusion and conflict• A lot of Rialto problems come from conflicting information
Train the Trainer; Follow-up• The true knowledge comes from the trainer
• Follow-up after each training shift•Orientation is a key training shift•Discuss what the trainee did right
•And how they can improve
• Good training never stops
• “If you’re not talking you’re not Training”
Train the Trainer; Follow-up• Confirmation in Training
• SS Communication Book• Checklists• Evaluation of trainee
• The basics steps• Step 1-Glue
•Stick by trainees side/pair them with solid DSA• Step 2-Shadow
•Observe but let trainee do tasks alone• Step 3- Support
•Trainee is alone but trainer is available
Train the Trainer: Closing• Choosing a Trainer
• Be aware of others’ personality types, skills, weaknesses• Attitude, patience, effort
• Teaching a Trainer• Set the Standard• Coaching Model
•Feedback from Trainer•Always be Specific•Never Sugarcoat
• Consistency of a Trainer• Communicate the Standard
• Follow up with a Trainer• Keep the Message Going
Questions?