CRUNCHTIME - Greenfrog Creative · 4 CRUNCHTIME • FACILITATOR TIPS LEADER FACILITATOR GUIDE This...

The Leader’s Facilitator Guide

CRUNCHTIMEChange at the Core

THIS is the day your jobs got BETTER.

THIS is the day we

changed PRODUCE.

THIS is change at the CORE.

THIS is the day our

customers got HAPPIER.

developed by Media Zoo Learning & Development15B The Boulevard Imperial Wharf London SW6 2UB

2014

Welcome toCRUNCHTIME

Facilitator Tips

IT’S CRUNCH TIME

Course Introduction

SMASHING SERVICE

Starting at the Core

POLISHED TO PERFECTION

Standards & Cleanliness

EPIC APPLES

The Power of Abundance

SUSTAIN YOUR CHANGE

Planning activities

P. 4

P. 6

P. 15

P. 29

P. 44

P. 53

Contents

CHANGE IS NO SMALL POTATOES

FACILITATOR TIPS

ROUGH GUIDE TO TIMINGS

ICONS AT A GLANCE

SLIDE TO DO TO SAYThe SLIDE icon indicates which PowerPoint slide to display with each activity.

The TO SAY icon indicates suggested script. We’ve scripted this session fully, but

feel free to make the words your own!

The TO DO icon calls out activities & instructions.

INTRODUCTION30 minutes

STANDARDS50 minutes

SERVICE90 minutes

ABUNDANCE50 minutes

CLOSING10 minutes

CRUNCHTIME • FACILITATOR TIPS LEADER FACILITATOR GUIDE4

This guide is built flexibly so you can adapt to audience size, engagement levels and learning styles and schedules.

Activities and sessions can be delivered together or separately - or practiced on the shop floor.

PREPARING FOR YOUR SESSION

YOUR TRAINING TOOLKIT

• Multiple produce items for service/greengrocer contests

• Facilitator and participant guides

• Party poppers &/or confetti cannons

• Greengrocer straw hat and apron

• Fascinating Fruit Fact card set

• Bouncy ball or orange

• Blindfold

• Dirty apron & clean apron

• Grubby plate & apple + fresh display of apples

• 3 sample sets of produce for ‘Sampling’ activity

• Projector

• Speakers

• Flipchart and markers

FACILITATOR TIPS • CRUNCHTIME 5LEADER FACILITATOR GUIDE

Before your session, be sure to:

• Check your toolkit.

• Gather the produce you’ll need for the CLEAN GROCER, GLOBE’S GREATEST GREEN

GROCER and SAMPLING activities.

• Check you’ve got all the equipment you’ll need & it’s all working (monitor or projector,

speakers, CD, DVD).

• Preview the Standards and Abundance practical activities, survey your shop floor and

plan which mods you will assign to colleagues to clean and improve the displays for.

• Communicate this plan to the produce manager, and in his absence the duty or deputy

manager.

Course Introduction

IT’S CRUNCH TIME

30minutes

THIS IS THE DAY YOUR JOBS GOT BETTER! THIS IS THE DAY WE CHANGED TESCO PRODUCE TOGETHER.

TO SAY

THIS is the day your jobs got BETTER.

THIS is the day we

changed PRODUCE.

THIS is change at the CORE.

THIS is the day our

customers got HAPPIER.

COURSE INTRODUCTION • CRUNCHTIME 7LEADER FACILITATOR GUIDE

SLIDE 1: CELERY-BRATE GOOD TIMES

Shake hands and congratulate people as they enter the room.

How do we change

at the core?

TO DO

(Participants are asked to join the revolution

by firing off party poppers, confetti cannons.

Exciting music plays.)

What’s the celebration about? The whole of

Tesco is changing - and produce is leading the

way, improving the bits of it that didn’t workfor our customers, for ourselves and for our

colleagues - and building something NEW and BETTER, TOGETHER.

COACHING TIPAfter the warm up, introduce yourself and tell

participants we’ll get to know each other in

the following icebreaker.

CRUNCHTIME • COURSE INTRODUCTION LEADER FACILITATOR GUIDE8

FILM SET UPWe’ve put together a video to get us started thinking about what makes an excellent customer experience. Since this is CHANGE AT THE CORE, we’ve done something a little different.Hope you enjoy!

Is this what goes on in a typical Tesco produce aisle when we walk through it today?

(Obviously not. We are not asking you to do forward rolls whilst rescuing children and veg. But…)

What did he do well? (examples: teamwork, awareness, multi-tasking)

What keeps us from superhero service today?

How can we help to transform our colleagues and our customers’ experiences?

It’s our task to support our produce colleagues in becoming Green Grocer Superheroes.

THE DEBRIEF

SLIDE 2: WHAT IS SMASHING SERVICE?

Set up the film, play the film and discuss.

TO DO

COACHING TIPNote (in two columns) the barriers to service and how to overcome them on a flipchart.

GREENGROCER SUPERHERO FILMPurpose: to show an exaggerated (not behavioural) portrayal of excellent service.

Remember, this is not behavioural training. We don’t expect colleagues

to actually do forward rolls!

Explain and lead ‘Icebreaker’ introduction activity.

SLIDE 3: GET LOCAL

• Engage with active listening.

• Share your local knowledge.

THE GUIDELINES

THE GAME

Instructions Coaching Tips

Ask participants to find the photo or artifact they prepared to represent their store.

Give participants 5 minutes to share and explain with someone at their table.

At the end of 5 minutes, ask large group to share most interesting Tesco trivia heard.

Encourage participants to share what they’ve heard from others rather than their own facts.

Use this activity as a chance for participants to introduce themselves and their local stores.

Getting local is key to becoming a greengrocer. This is the change we’re here to make happen. Ask participants about the character of the greengrocer.

TO DO

GET LOCAL ICEBREAKERPurpose: to introduce each other and connect to the role of the greeengrocer as a local ‘character’ who understands his/her neighbourhood and customers.


1. Who is the character of your neighbourhood greengrocer?2. What did he/she look like? Act like? Do?3. How do we help our managers and colleagues embody this role?

Customer Insight tells us that the produce aisle has the biggest effect on customer perception of Tesco’s quality.

Lead a discussion, using the ‘To Say’ section below:

TO SAY

SLIDE 4: FROM RED ROBOT TO GREENGROCER

TO DO

People need to hear TESCO and think LOVE! That’s the radical change we need.

Here are some facts from our Customer Insights:

• Produce is the number one factor in determining how a customer feels about a grocery store.

• It is the place where we can change customers’ minds.

We can make a big difference by doing little things.

Be visibleJust because you’re

green doesn’t mean you need to blend into

the veg!

Be a GreengrocerAsk what a green

grocer is like, what are their traits, what do they

know, how do they act?

Be humanShare a smile.

Recognise customer needs. Chat with them. Enjoy their company.

Help.

COACHING TIPUse this conversation to talk about where

we are at vs. where we want to be.


TO SAY

SLIDE 5: LEARNING OBJECTIVES

SD, SM and Deputy Managers need to support and enable change from the core...

1Demonstrate

understanding of the

desired changes in

service, standards &

abundance.

4Celebrate success and

recognise improvement

in service, standards

and abundance.

2Identify and remove

barriers to change.

5Drive and sustain progress

by ensuring service, standards and abundance

are topics of discussion at the top of everyone’s

agenda.

3Directly challenge poor

service, standards and

abundance.


EXPECTATIONS

To help us make this transformation, we have a few ground rules:

Jump inYou will get out of this training what you’re willing to put into it, just as you will get out of your day what you put into it. So bring your personality, your questions, your ideas, your reality to the floor today. It’s all welcome. In fact, it’s

necessary to make this session work. We are asking you to get involved.

Learn something new You can’t make a Bolognese without squashing a few tomatoes. In this session, it doesn’t matter if you look silly or if something you do or say doesn’t work. In fact, we encourage it. This is your chance to try new things, let go and have fun. There are no exams in real life or in this session. There is only the chance to try

something new and learn.

Teach it backOur job is to give you the tools you need to inspire and support your managers and colleagues in making a change. Modelling and teaching the behaviours we need are key aspects of change, so today we’ll give you practice in leading teach

back sessions.

Review the expectations and ask participants what they need from the

session to succeed.

COACHING TIPWrite participant responses on a flipchart.

TO DO

TO SAY


BRAND INSIGHTS

Film Debrief

1. What is the perception of produce in my store?

2. What is my store’s SWOT analysis? How does this compare to my competitor?

3. How do we inspire great performance?

4. What hurdles do we need to overcome?

Key takeaways from training pilot

• 18 core stores trialed this training.

• Results included a 2.7% sales increase.

• 7% improvement in customer viewpoint measure

• New approach to training: fun, empowering, active.

• We have engaged every level of employee from the CEO to the shop floor.

• We are sustaining success through continuous improvement plans.

• The change is not just about profit. We are creating happiness for our colleagues and our customers.

TO SAY

BRAND INSIGHTS FILMPurpose: to learn about Tesco’s position in the market and the place of produce in influencing customer perception and loyalty.

Show brand insight film; lead group discussion; discuss pilot results.

TO DO COACHING TIPIntroduce the film by explaining that this is a sneak peak into research to inform Tesco’s strategic plan.


IT STARTS WITH SERVICE

Preview the session and the schedule.

LOVEABUNDANCE

LOVESTANDARDS

LOVESERVICE

TO DO

TO SAY

The 3 factors that influence customers’ perception and opinions are:

Service


Abundance

Our session today starts with service - change at the core.

We’ll take a break after that and finish up with Standards and Abundance which involve practical shopfloor activities.


PIP-STOP SUMMARY

Key learning points

Review key learning points of this section, and transition to next

section.

TO DO

In this section we covered:

• The change that Tesco is undergoing

• Our role in that change

• How to be a greengrocer

Next up?SMASHING SERVICE!


Starting at the core

SMASHINGSERVICE

SUPPLIES FOR THIS SESSION

• Fascinating Fruit Fact cards• 3 sets of ready to eat fruits or veg for sampling

• Various fruit and veg for ‘Globe’s greatest greengrocer’

QUICK GUIDE TO SECTIONS AND TIMINGS

WARM UP

10 minutes

SERVICE SESSION TEACH BACKS

35 minutes

RECOGNISING CUSTOMER NEEDS

25 minutes

COLLEAGUE TYPES ACTIVITY

15 minutes

WRAP UP

5 minutes

P. 17

P. 19

P. 22

P. 25

P. 27

90minutes

SMASHING SERVICE

TO SAY

Preview and position service session.

TO DO

WARM UPCONGRATULATIONS, YOUR JOBS GOT BETTER

10minutes

Right now, our customers see us as focused on tasks and processes more than the service we give to them - a little bit like robots.

We have the opportunity to change this perception. Our vision is to provide a memorable shopping experience to every customer we serve by giving excellent service and showing we know and care about the products we sell.

By bringing ‘ourselves’ to work and letting our personalities be seen, we can give the best experience possible to all our customers.

In this section, we’ll do some mini-teachbacks on activities your produce managers have been trained to deliver to their colleagues.

We’ll also look at customer needs and colleague needs to help us coach for excellent service.

CRUNCHTIME • STARTING AT THE CORE LEADER FACILITATOR GUIDE18

SERVICE SESSION OVERVIEW

TO SAY

Summarise the service training and activities.

TO DO

Colleagues and produce managers will practice excellent produce service through 5 main activities.

These activities focus on:

• Non verbal communication.• Product knowledge.• Sampling.• Being a greengrocer.• Recognising customer needs.

Let’s take a look at the first 4 activities. We are challenging you to examine them and present them back to us.

Teach back activities are one of the primary drivers to support and sustain change in our produce departments.

SERVICE SESSION TEACH BACKS

35minutes

Remember

Get samples and supplies ready

before this section.

STARTING AT THE CORE • CRUNCHTIME 19LEADER FACILITATOR GUIDE

Explain guidelines; coach participants during preparation; and facilitate teach

back presentations.

• Ask questions.

• Engage fellow participants.

SLIDE 12: TEACH BACKS

THE GUIDELINES

THE ACTIVITY

Instructions

Divide participants into 4 groups, and assign one activity to each group.

Each group should use the following pages in the Leader’s Participant guide to review their activity and plan a 5-7 minute teach back.

• Non verbal communication (pages 21-26).• Product knowledge (pages 27-28).• Sampling (pages 29-31).• Being a greengrocer (pages 32-34).

Each teach back should:

• Summarise the activity.• Communicate the key ideas and service behaviours in the activity.

Invite participants to use sample sets, produce and fruit fact cards in their teach backs.

They may also use flip charts and markers for supporting visuals.

TO DO

SERVICE SESSION Purpose: to acquaint participants with key activities from colleague and manager service sessions - and to give them practice in leading and reinforcing key service behaviours.

COACHING TIP

Circulate and check in with groups during

prep time. Ask questions and offer

guidance.

COACHING TIP

Encourage participants to ‘show’ instead of

‘tell’. Involvement is key to changing behaviours.


Keep to the scheduled time frame.

Involve your audience.

Summarise the activity.

Communicate key ideas.

REMEMBER

Support each group during teach back; debrief activity.

SLIDE 13: COACHING TIPS

THE DEBRIEF

Key points for each activity:

• Non verbal communicationPhysical gestures lead to emotional states. Being deliberate about our body language influences the way we feel and the way our customers feel.

• Product KnowledgeIt’s just as important to be aware of our environment as ourselves. Product knowledge is key.

• SamplingSampling is a great way to engage with customers. Encourage your managers to make sampling happen.

• Being a greengrocerColleagues need comfort and confidence in communicating to engage with their customers.

Key questions: How can we use these ideas and activities in our stores?

How can we support managers in coaching to these desired service behaviours?

What are our priorities for Great Performance?

How can these activities help fill those gaps?

TO DO

COACHING TIP

Ensure the essence of

each activity comes

across in the teach

backs.


What are our customers looking for when they come into our produce departments?

Being the GREENGROCER instead of the RED ROBOT will automatically help us meet these customer needs. But let’s go one step deeper and put ourselves in our customers’ shoes.

SLIDE 14: CUSTOMER NEEDS

TO SAY

RECOGNISINGCUSTOMER NEEDS

CUSTOMER NEEDS DISCUSSION

25minutes

COACHING TIPParticipants may give obvious answers like

apples, tomatoes, etc - but push them to think

about environment, experience, service, all

five senses.


CUSTOMER NEEDS

TO SAY

CUSTOMER NEEDS ACTIVITY - FILMS

Click on each customer type to play brief video.

TO DO

To help managers and colleagues understand customers, we’ve created a framework of 5 customer priorities.

These are a guide to some of the customers we might come across, but they are not definitive labels, and the most important thing is to connect to each person as an individual.

COACHING TIPBefore each customer type video, ask participants to look for non verbal cues that help them identify each customer type.

Purpose: to simplify and help us sort through a cacophony ofcommunicative signals; to provide a ‘lens’ we can look through to help us connect with customers.

COACHING TIP

Individuals have different priorities in different

moments. If we connect with a customer but ignore their priorities, we could go horribly wrong. Let’s take a

look at customer priorities.

Tell participants to find the Customer Priorities Table in their participant

guides.

SPEEDY

CHOOSY

THRIFTY

CHATTY

NEWBIE

SAMPLING


Discussion questions for each film:

1. How do we recognise this customer type?

2. What do they want?

3. What can we do to meet their needs?

4. How can we use this framework to support our managers and colleagues in store?

Have participants note answers in their tables so they can review this information later.

Behaviours & traits Needs How to meet their needs & how to sample

Speedy

Choosy

Thrifty

Chatty

Newbie

THE DEBRIEF

CUSTOMER NEEDS TABLE

COACHING TIPSampling is a great way to connect with

customers.

How do we sample for each customer

type?

COACHING TIPNo matter the customer type,

everyone deserves a smile and a

‘hello’.


COLLEAGUE TYPES

COLLEAGUE TYPESACTIVITY

15minutes

Lead a large group discussion and coach participants to complete their

service solution matrix.

TO DO

COLLEAGUE TYPES ACTIVITYPurpose: to help plan activities for sustained change.

THE ACTIVITY

Instructions COACHING TIPS

Ask participants if they can identify ‘colleague types’ or patterns of behaviour and needs in colleagues like we have done for customers.

Draw the table of ‘Colleague Needs’ on the flipchart and complete an example with the group.

Put participants into pairs or groups and have them identify and plan for further colleague types.

Offer examples such as ‘newbie’. What are the particular behaviours and needs of a new employee? What is important to give a new employee to inspire great service?

COACHING TIP

As participants work in pairs, check in on their progress and ask open

ended questions to spur their thinking.


Colleague type Behaviours & traits Needs How to meet their needs

?

?

?

?

?

COLLEAGUE NEEDS

Have participants present their colleague types and ideas for inspiring great service from each type.

Key questions:

• Do we have the same colleage types in every store?

• Which of these ideas will you implement in your store?

• How can we help our managers to challenge poor service, recognise improvements and sustain progress?

THE DEBRIEF

CHALLENGE POOR SERVICERECOGNISE IMPROVEMENTS

SUSTAIN PROGRESS


ROBOTS VS. GREENGROCERS

WRAP UP

1. What are our main take-aways from the session?2. What are our priorities for change?3. What are the next steps we take?4. Other questions?

We want you to have fun and be creative in the workplace - because today is the day your job got better. We encourage you to bring the best of YOU to work and Love Every Minute-ful. Best of luck on your journey to becoming a GREENGROCER.

Show ‘down with red robots’ clip.

Break and prepare for next sessions.

TO DO

TO SAY

WRAP UP

5minutes

BE MORE VISIBLEBE THE HOST

BE A GREENGROCERAND HAVE A BETTER DAY!


PIP-STOP SUMMARY

Key learning points


section.

TO DO


• What it takes to give smashing service

• Understand and practice being a greengrocer superhero

• Responding to ustomers needs

• Understanding colleague types

• See the difference between robots and grocers, and become that change

Next up?POLISHED TO PERFECTION!




50 minutes

WARM UP10 minutes

IN THE ZONE GAME10 minutes

SPOT THE HAZARD10 minutes

PRACTICAL APPLICATION20 minutes

P. 31

P. 33

P. 36

P. 40

SUPPLIES FOR THIS SESSION• Cleaning supplies ready for practical session

• Clean & dirty apron

• Blindfold

• Apples or orange for tossing

• Chopped apples or other fruit for sampling


SLIDE 20: CLEAN IS KEEN

THE SET-UP

Set up props and costumes.

Brief volunteers & play game.

This is a blind taste test. We need 3 volunteers.

• The first volunteer gets blindfolded and asked to leave the room until ready.• The second volunteer gets a clean apron and a gorgeous plate of food. This volunteer should say their fruit is on a special offer.• The third volunteer gets a filthy apron and a disgusting plate of fruit - for instance with fake vomit, bugs and worms. This volunteer should sell the fruit like a superhero greengrocer.

TO DO

WARM UP

10minutes

Welcome participants back after break and preview the activities in this section.

THE CLEAN GROCER GAMEPurpose: warm-up to communicate learning objective — that a lack of cleanliness can lose a customer completely.

STANDARDS & CLEANLINESS • CRUNCHTIME 31LEADER FACILITATOR GUIDE

THE GAME

Get the blindfold out!

• Get your blindfolded volunteer and coach each grocer to sell their fruit.• Your volunteer should listen and choose the plate of fruit from the most persusive grocer.• Once the volunteer has chosen, remove the blindfold and see if they would change their mind based on visuals.

COACHING TIPVisuals matter. If our stores aren’t spotless this could turn customers away.

Would you ever have a party without cleaning your house?

If you are the host of your zone, every day means getting ready for your favourite guests.

We all know that clean is keen, so why are our produce departments less than sparkling?

SLIDE 21: OWN YOUR ZONE

TO SAY

CRUNCHTIME • STANDARDS & CLEANLINESS LEADER FACILITATOR GUIDE32

InstructionsParticipants will stand in a circle.

The person with the ball starts off by saying any word then throws the ball to a new person.

The person who catches the ball must say the absolute first thing that comes to mind and throw it to the next person, with no delay.

Coaching TipThere should be no pause to find something funny or to edit thoughts.

This is not a psychoanalysis exercise, but one to get people pulling down those barriers to creative thinking and commitment.

SLIDE 22: HEROES NEVER DROP THE BALL

THE GAME

Explain purpose & instructions; play game.

TO DO

IN THE ZONE

10minutes

HEROES NEVER DROP THE BALL GAMEPurpose: to improve colleagues’ focus while helping them identify personal barriers to taking responsibility in their zones and daily work.


How does responsibility feel?

• How did you feel when we were playing this game?• What made it difficult? (Fear, distraction, lack of focus?)• How does this same thing happen to us in our stores? • Can we suggest some examples?

What BEST PRACTICES can we share to help produce managers remove obstacles that prevent colleagues from taking responsibility?

What are the

Obstacles?

THE DEBRIEF

COACHING TIPOn their own, participants

can complete a split-column journal entry that lists

Obstacles on one side and Remedies on the other.

These will become part of their plans when they return

to their stores.


What are the

Remedies?

ZONE PLAN REVIEW

Explain that produce managers will be asked to complete a brief assessment of their zone plans. They will be asked to:

• Note any ideas for best practice.

• Brainstorm and share ways of taking more responsibility within your zone & encouraging your colleagues to do the same.

SLIDE 24: THE THREE PEAS


We can use the three Peas to help colleagues own their zones.

• PERCEPTIVE It’s easy to ‘zone out’ instead of owning your zone. One of the first things we need to do is pay attention when we’re working on the floor. This will actually make our jobs more interesting and engaging.

• PROACTIVE When you see something awry, don’t walk by - fix it.

• PERSISTENT Making a change takes time. Keep on keeping on grocers!

COACHING TIP

For each ‘P’ ask participants:

• What are the associated behaviours?

• Why don’t we see them now?

• How do we create them in our managers and colleagues?

COACHING TIP

Ask participants how they can follow up

on this activity post session.

TO SAY

TO SAY


THE FIRST P IS PERCEPTIVE!

Let’s stop and think about all the places we need to make sure look immaculate if we’re going to be the best host we can for our customers.

SLIDE 25: SPOT THE HAZARDS

TO SAY

SPOT THE HAZARD

10minutes

SPOT THE HAZARDS GAMEPurpose: to practice the first P - Perception.

What are the ideal behaviours when it comes to standards and cleanliness?

What does good look like? Suggestion - vigilant cleanliness of all of the following areas:

• Shelves• Base units• Side panels• Kick panels• POS holders• Air grilles• Stripping• Promotion ends• Stacks• High and low peripheral areas

Quickly discuss all the places we should scan for smudges.

Explain and play game.

TO DO


THE GAME

Instructions

• Tell participants to find the spot the hazards activity in their guides.

• Look at each photo we display and in 10 seconds list as many hazards or messes as you can find.

• Reveal the answers and check that participants have identified each one.

Coaching Tip

We walk past messes everyday. This activity is about sharpening our senses so we see them.

The answers to each activity are on the following pages...

COACHING TIP

This activity is about encouraging colleagues

to engage with their environment.


HAZARD PHOTO 1 - ANSWERS

SLIDE 26/27: SPOT THE HAZARDS

Dried spillages on the plastic panels

The kick panels should be examined and cleaned

nearly daily. They are frequently bashed by

trollies and shoes, and can get dirty very quickly.

Products should be displayed the right way up with the front of the

packaging clearly visible and presented for the

customer.

Poor produce display! Does this look

eye-catching for the right reasons?

Tatty sign – neglected labeling represents carelessness for displays. Let customers know that Tesco does care – ensure all labels look neat and tidy.

Pinch & pull bags left on top of the display case.

Temperature indicators – check regularly that

these are working. If they fail to operate this could mean that products will

be stored at the incorrect temperature, and perhaps spoil sooner or impact the

quality of the product.

Produce information – Price, country of origin and any promotional info should be accurate and displayed correctly.

Air grilles – It is important that these are clear from debris and dirt since it can affect the circulation of air to and from the refrigeration unit & is off putting to customers.

Untidy produce – don’t just ignore it. When stock gets low and the

trays have been left in a neglected condition, follow the guidelines and present the product to the

merchandise to sell standard.

Empty green trays – check that they are clean, and then if there is more stock that can be placed inside. If not, then place the tray upside down and cover the Point of Sale label and put a out of stock label over the product shelf edge label.

Products should be displayed the right way up with the front of the packaging clearly visible and presented for the customer.


Rubbish and debris – this finds its way nearly anywhere. There aren’t any bins on the shop floor so it is your responsibility to do a regular ‘Clean As You Go’ sweep of your section from time to time, removing any rubbish as you do.

SLIDE 28/29: SPOT THE HAZARDS

Signage needs regular checking. Not only do they need to be accurate in terms of information displayed, but they need to be clean and free from sticky spillage residue.

Messy green trays! Would you pick a carrot from this selection? Remove loose bags and any debris from the customers’ view, especially within trays or sections where the product is unpackaged.

Damaged, faulty or missing equipment – if you find something in

state of disrepair or that it is missing, you will need

to report it back to your helpdesk. Replacement

equipment is available or a technician can come and fix anything that is broken.

HAZARD PHOTO 2 - ANSWERS


Make sure that the gap between mods is clear

of any dust or debris, remember that our

customers can see this!

Produce or rubbish on the floor – this can be a safety hazard as well as

looking untidy.

PRACTICAL APPLICATION

20minutes

SLIDE 30: GO CLEAN!

PRACTICAL ACTIVITYPurpose: to give leaders an opportunity to step into their staff’s shoes.

REMEMBER!Make sure you’ve

checked with managers before this activity and

planned which mods to clean.

CLEANING IS QUICK

BE THE HOST

ALWAYS AIM FOR SPARKLING

NOTICE ANY PROBLEMS


Instructions

Walk out to shop floor. Divide participants into pairs & assign sections to clean. After 5 minutes, call ‘time’ & ask participants back to classroom.

Your aim is to get your mod as sparkling and wonderful as possible.

Take every opportunity to interact with customers.

THE ACTIVITY

COACHING TIPWe are not in a race, but

it’s important to be aware that when we’re proactive, cleaning doesn’t take that

long. It’s something we should keep up on so that it doesn’t get overwhelming.

Explain activity, review pointers and oversee shopfloor cleaning.

TO DO


THE DEBRIEF

Ask any of the following questions...


WRAP UP

Persistance takes planning

Look back to each colleague type discussed.

• Identify the standards behaviours of each type

• Brainstorm their training needs and how to reinforce desired behaviours


• What was found?

• What did you find that you would improve?

• Were you surprised at what you saw when you were paying attention?

• What steps can we take to raise our standards of cleanliness?

• What challenges did we encounter stepping into our colleagues’ shoes?

• What barriers to service do you think you would run into if in the role

of a colleague?

• How can we help our produce managers coach for great standards in

a situation like this? Think of specific ideas.

PIP-STOP SUMMARY


Key learning points


section.

TO DO


• How cleanliness affects the customer

• Taking charge of your zone

• ‘Spot the hazard’ perception activity

• Cleaning practical activity

Next up?EPIC

APPLES!

The power of abundance

EPICAPPLES


50 minutes

WARM UP

10 minutes

WHAT ABUNDANT LOOKS LIKE

10 minutes


20 minutes

WRAP UP

10 minutes

P. 46

P. 48

P. 50

P. 53


• Chairs

Instructions

Have several volunteers play musical chairs,getting more frantic until it becomes a real scramble, hopefully getting people to scramble and push a bit.

WARM UP

10minutes

SLIDE 33/34: EPIC APPLES / ONE CHAIR SHORT

Direct a short game of musical chairs and lead a discussion about how people

react to scarcity and how it feels.

TO DO

THE GAME

ONE CHAIR SHORT - ABUNDANCE GAMEPurpose: shows behaviour and feelings in a scarcity situation so the contrast of abundance is clearly felt. A memorable activity for kinesthetic learners.


Ask any of the following questions...

• How did you feel when you were the person without the chair? • How did you find yourself behaving while the music was playing? • What did you notice about your feelings? • What were you thinking? • What sensations did you notice? (Muscular tension? Racing heart?) • Were you willing to push, shove, rush? • Do you ever act like this in your daily life? • Do you see others acting like this? • Examples? (e.g., tube strike, shop floor?)• How would be behave differently when we have abundance? • What if there were enough chairs? • How would we feel differently?

THE DEBRIEF

Abundance affects how we

feel...

Abundant displays are essential to

make customers happy!

What are the features of an abundant display?

• No gaps - follow the GAP process• Level displays - or overwhelming• Food replenished and replaced across evenly• Multiple layers• Replace empty trays under top

TO SAY

SLIDE 35: WHAT ABUNDANT LOOKS LIKE


WHAT ABUNDANT LOOKS LIKE

SLIDE 36: DON’T BRUISE THE BANANAS

ABUNDANCE GAMEPurpose: shows behaviour and feelings in a scarcity situation so the contrast of abundance is clearly felt. A memorable activity for kinesthetic learners.

10minutes

Instructions

Have participants locate the ‘don’t bruise the bananas’ activity in their guides.

Give participants 10 seconds to list the DO’s and DONT’S of creating abundant displays for each of the following produce items.

Coaching Tip

There are do’s and dont’s for each kind of fruit and veg. This activity should help us review how to best display our most popular items.

THE GAME


CHECK ANSWERS

CHECK ANSWERS

SLIDE 37: BEAUTIFUL BANANAS

SLIDE 38: TREMENDOUS TOMATOES


DoReplenish frequently. Bananas are popular.Clean the hammocks before replenishing.

Don’tDo not overfill or stack bunches on top of each other.Do not display in a draft. Bananas get ruined in the cold.

DoKeep tray liners in place to prevent dehydration where necessary.Maintain tray height levels by replacing empty trays under the top layer.Ensure stock is fully rotated.

Don’tDo not allow the tray to become less than half full.Do not stock above the lip of the tray.Do not put more than half a case on top of full cases.Do not overfill products especially if they can roll off.


20minutes

SLIDE 39: PRACTICAL ABUNDANCE

PRACTICAL ACTIVITYPurpose: to apply concepts learnt; to reinforce learning, aid procedural memory and support behavioural change.

COACHING TIPUse the EPIC APPLES guide book to coach participants during

activity

Instructions

Ask participants to return to the pairs or groups they were in for the Standards & Cleanliness Practical Activity. Each pair will return to the section they cleaned, but this time, they will focus on making it appear more abundant.

Coaching Tips

There are particular things to pay attention to with each type of display we approach.

Colleagues should return ready to report on the changes they made to what they saw - and how they did it.

THE ACTIVITY

Explain shop floor activity and set time limit.

TO DO



SLIDE 40: PIP-STOP SUMMARY

Key learning points

Review key learning points of this section.

TO DO


• How abundance affects the customer

• What abundance looks like

• Top tips for abundant displays

• Abundance practical activity

Next up?SUSTAIN

YOUR CHANGE!

ABUNDANCE TAKE AWAYS

We’re asking produce managers to think

of at least 3 specific actions they can take

to encourage their colleagues to use their

PRODUCE WEEKLY UPDATES and LOVE

CAMPAIGN information to apply abundant

ideas in their work.

How can you support this happening?

What specific actions will you take?


Coaching Tip

Ask participants to think of 3 specific actions, then encourage them to share best practices and ideas with each other. What will encourage, motivate and inspire our managers and colleagues? Contests? Teachbacks? Think outside the mod!

SUSTAIN YOUR CHANGE

SLIDE 42: CRUNCHTIME!

IT’S TIME TO THINK ABOUT OUR ROLE IN IMPROVING CUSTOMER

PERCEPTION THROUGH...

SESSION WRAP UP

This is the day your jobs got better...This is the day our customers got happier...This is the day we changed Tesco produce...

THIS IS CHANGE FROM THE CORE.

Let’s plan what changes when we return to work.

Have participants write top 3 priorities in their guides.

COACHING TIP

Ask participants to plan their post workshop activities.

TO DO

10minutes

THE POWER OF ABUNDANCE • CRUNCHTIME 53LEADER FACILITATOR GUIDE

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