OH 7-1

Training Employees

Hospitality Human Resources Management and Supervision3

OH 8-1

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Differences Between Training and Education

Goal Training—to improve job skills and performance Education—to improve knowledge not connected to a

job

Focus Training—about learning “how” Education—about learning “what”

Timeframe Training—short-term Education—long-term

OH 7-3

This restaurant manager must know and be able to do many things. The task of training employees is one of his most important responsibilities, and the best training practices must be consistently used.

OH 7-4

Benefits of Training

The function of training is to improve the skills, knowledge, and attitudes of employees for their jobs.

Effective training improves the quality of employee work, promotes employee growth, keeps employees challenged and satisfied, and creates talent to help the organization grow.

Foodservice operations of all sizes require trained employees.

OH 7-5

Benefits of Training

Improved job skills

Applies basic foodservice skills

Prepares employees for new assignments

Needed for equipment operation

Necessary for new procedures

Increases job proficiency

Increases sales and profitability

OH 7-6

Other Reasons for Training

Helps non-English speaking employees: part of encouraging a diverse workforce

Transfers values: Every employee represents, in their actions and performance, the company they work for. It is essential that they understand company values.

Creates consistency: The key to success

Increases employees’ morale and confidence: Investing in training our employees communicates their importance to the organization

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Other Reasons for Training continued

Combats turnover: Training helps demonstrate that employees are appreciated and may help to increase job satisfaction and commitment which, in turn, reduces turnover.

Reduces legal liabilities: Having all employees in the same role participate in the same training helps ensure the equal treatment that is the cornerstone of equal opportunity laws.

Increases safety: The cost of accidents outweigh the cost of properly training employees about safety procedures.

Increases guest satisfaction and profitability: Managers can either spend a lot of money regaining lost customers or spend less money for proper staff training.

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Negligent Training

The lack of training or inadequate training

Customers may sue companies for problems they have experienced that are blamed on the lack of effective training.

Special concerns include food safety, equipment care/use, and personal safety/security.

OH 7-9

Safety Training

Hopefully, this employee received the proper training and consistently follows the proper operating instructions when operating this potentially dangerous piece of equipment.

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Elements of Good Training

The most effective training includes

Only things relevant to the job

Presentation of information that employees do not already know and cannot do

Hands-on work to reinforce learning

OH 7-11

When Training Works

Wants to

Know

s ho

w

Motivation/Boredom/Personal Distractions

Resource Problems/Obstacles

Bad Job Fit/Bad Hire TRAIN

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Principles of Good Training

Based on Guidelines and Objectives

Qualified and Thoroughly Prepared Trainers

Sufficient Practice

EffectiveTraining Evaluation

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Principle 1—Content Based on Guidelines and Objectives

Guidelines, standards, procedures, and practices must be the foundation for training.

Skills, knowledge, and attitudes to be learned should be stated as learning objectives that drive the content of training programs.

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Goal/Objective

Learning objectives contain 4 parts Performance: what they will do

Conditions: under what situation they will do it

Standards: how well they will do it

Repetition: how often/long they will do it

Example

Let’s practice………

OH 7-15

Write a Learning Objective

Set table

Fold napkins

Make vodka martini

Prepare Caesar salad

Roast red peppers

Balance cashier drawer

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Principal 2:Qualified and Prepared Trainers

Training skills include

Motivating the learner

Providing constructive feedback

Adjusting the training based on the trainees’ needs

Helping the learner transfer learning back to the job

The trainer must be able to perform the tasks being trained

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Principle 3 — Sufficient Practice

Trainees learn by doing.

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Principal 4:Effective Evaluation of Trainee

Determine if employee meets standards after training: Teach what is actually needed Validation: compares training content and

evaluation methods to the actual job of an employee who can do the work.

Evaluate if training has been successful or needs to be repeated or modified

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Principal 4:Effective Evaluation of Trainer

Training skills include

Motivating the learner

Providing constructive feedback

Adjusting the training based on the trainees’ needs

Helping the learner transfer learning back to the job

The trainer must be able to perform the tasks being trained

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Procedures for Training Evaluation

Create a checklist to include all tasks covered by training and verify with trainees that they were addressed.

Create an evaluation form.

Evaluate progress of the training.

Create an evaluation process.

Make modifications to training materials and procedures as needed.

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Retraining Employees

Good coaching can eliminate some causes of performance problems.

Start with what the employee already knows, and then modify the original training to address deficiencies.

After training, continue coaching and monitoring.

OH 7-22

Determining Training Needs

Observing work performance: Are SOP’s (Standard Operating Procedure)s being followed

Receiving input from employees and customers: performance appraisals and customer comments

Making inspections: Information inspections during work performance

Analyzing information: Actual results/performance against standard/budget

Conducting exit interviews: issues regarding training

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Develop Training Plans & Training Lessons

Training Plans Schedule dates and time Sequence of training Who will present specific lessons Skills of trainers for specific lessons

Training Lessons Why: Training objective What: Content How: Methods of training

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Four-Step Training Method

Step 1 – Preparation - Preparation involves motivating the trainee to want to learn, and involves relating the training content to the job and to the employee’s success on the job.

Step 2 – Presentation - Presentation involves the task of providing the training.

Step 3 – Practice - Practice allows the trainee to practice the task while the trainer observes and advises.

Step 4 – Performance - Performance relates to following up after the training has been successfully practiced to provide feedback as necessary.

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Elements of Good Training

The most effective training includes

Only things relevant to the job

Presentation of information that employees do not already know and cannot do

Hands-on work to reinforce learning

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Thoroughly Prepared Materials

Training materials should

Cover the content of the training

Provide primary and backup content

Provide instructions for conducting the training

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Effective Learning Methods and Sequence

Effective training

Breaks the learning into manageable modules

Teaches each module using a classic model (four-step training method)

OH 7-28

Integrative Training

Some simple tasks (example: presenting a menu to a guest) might be taught as one module. Complicated tasks (example: how to bake bread) might require several modules. For each module, the four step method (prepare, present, practice, and perform) can be used.

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Group Training

Teach same job-related information to more than one trainee

Lecture method with visual aids or handouts

Demonstration

Questions and Answers

Trainee practices a task

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Forms of Training

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Industry-Recognized Training

Many “off-the-shelf” training resources are excellent and cost-effective.

External resources must meet objectives of the program being planned.

There are many sources of external training materials and training programs. OSHA etoolbox

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How Would You Answer the Following Questions?

1. Training is about learning _______, and education is about learning _______.

2. The first step in the four step training method is _______.

3. Trainees (learners) must be motivated to learn. (True/False)

4. Training evaluation should address the objectives of the training. (True/False)

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Key Term Review

• Four P approach (or Four Ps)—same as classic model of training

• Four-step training method —same as classic training model

• Instructional design —systematic process of developing instruction based on adult learning principles

• Integrative practice —final aspect of the classic training model in which the trainee properly demonstrates several training modules in the proper sequence

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Key Term Review continued

• Job instruction training —same as classic model of training

• Learning objectives —skills, knowledge, and attitudes to be learned by trainees during the training program

• Needs assessment —process that determines a participant’s readiness for training and his/her existing skills and knowledge

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Key Term Review continued

• Negligent training —willful lack of training or inadequate training

• Task analysis —process used to determine the proper or best way to perform job duties

• Validation —process of comparing the content of training and its evaluation methods to the actual job done by an experienced staff member to determine whether the content of the training and the correct work procedures are the same.

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Next Week Homework

Read Chapter 4, and Article review for any topic covered today

Project Work: Orientation Process

Training plan for a specific task

The plan should include the following: Goal/Objective Method of Instruction Who will attend training? Who will conduct training? Where will training be conducted Equipment needed Safety information What to do How to do it Additional information Performance standards Evaluation of training