Coaching is also known as mentoring, instructing or training What is coaching? Coaching is also known as mentoring, instructing or training Designed to support & guide learners to achieve a specific personal/professional goal

Determining training needs Methods to determine needs;  Observations Sales report Mistakes Complaints Staff feedback Stock take Written Q 1 *performance problems (slow service, mistakes) *lack of consistency (table set up) *complaints *poor reviews *increase in incidents (safety, first aid) *high wastage figures *poor sales figures *new staff Reconciliation variances New staff members

Skills you might coach 3-plate carrying, wine pouring, napkin folding Customer service skills Handing complaints Written Q2 Hospitality Industry Skills *order taking *tray carrying *customer service skills *complaint handling *3 plate carrying/clearing *table set-up Sales skills (upselling, add-ons, suggestive selling) Selling or promoting products & services Technical or practical skills, such as operating equipment, making something or completing documentation

Don’t unnecessarily duplicate training KNOW YOUR STUDENT Written Q3 Discuss their past experience, training & courses they have attended Determined perceived gaps and tailor their training to address these gaps or determine if training will address the problem which has been identified Don’t unnecessarily duplicate training – time-wasting and de-motivating!

Where and when? Training should take place at specific times/locations; When the venue is closed When the venue is quiet On-the-job In a simulated environment Off-site facilities Before/after work shifts Written Q4 How to we train staff? *on the job *simulated location *online *off-site facilities *role play *case studies When do we train staff? *before/after shifts *quiet periods *when the venue is closed

Basic principles of coaching 4. Listening to trainee explanation 1. Explanation 5. Observing and evaluating performance 2. Demonstration Written Q5 Explanation- what they are learning & why they need to learn it Demonstration – timeframe, standards required Review – recap steps, resources needed Listening to trainee explanation – quiz, verbal explanation, recall of steps Observing and evaluating performance – repetition, perform task more than once Providing feedback- Should be constructive & helpful 3. Review 6. Providing feedback

Importance of DEMONSTRATION Trainee can form their own opinions and ask questions Can give the learner an idea of how the skill is performed in industry realistic  conditions Gives the trainee an opportunity to see how it is performed correctly Written Qn 6

Coaching demonstration

Learning styles Auditory 20-30% (hear it) Visual 30-40% (see it) Kinaesthetic 20-25% (do it+ write your own notes + draw what you learn) In general we remember about 20% of what we hear, 40% of what we see and 80% of what we do

chunk your training - aids memory 5-10 minutes in duration chunk your training - aids memory  teach employees in smaller chunks over a long period of time instead of cramming all your training in one session 1 or 2 learning objectives per session

Preparing TNA – gap analysis Past experience and current skills Resource requirements Where (on the job, external provider) When (before, after, during work) Who will be training TNA – gap analysis – Verbally explain this Trainee willingness and readiness to train – Explain Adult learners – relevance, feel confident in learning environment Trainee willingness and readiness to train Develop training plan

Training Plan INTRODUCTION *What they will be learning and why they need to learn it  *Address time constraints  *Need to explain the required level to which they are to perform the task   BODY *Structure processes to ensure skill achievement  *Steps of coaching (following side)   CONCLUSION *Feedback on performance and further steps to be undertaken Types of feedback: Positive, constructive, be quick, be specific, put yourself in their shoes, the feedback sandwich *allows you to prepare for points that people might find difficult to understand *allows you to present information in a logical order and helps you visualise each step of the coaching session *can be a brief outline or more complex with scripts etc

Training plan design 7. OHS requirements – no tripping hazards, clutter free, clean/sanitary equipment, steps, ingredients, time to compare task to industry standard of coaching 1. Who will you coach? Names of trainees  2. What will you be coaching & level of competency 8. Key required knowledge 3. Reason for coaching task 9. Overview of coaching 4. Trainees current skill level? 10. Session- 6 principles of coaching with time frames 5. Resources required to conduct coaching 11. Monitoring training progress – post training 12. Difficulties that could arise- time, lack of resources, budget 6. Where/when –date, time, location

Legislation EEO and other anti-discrimination legislation require that: You give everybody in the workplace the same opportunities to learn and to up-skill or multi-skill Do not make assumptions that staff members do not want to learn new skills Meet with each staff member regularly to discuss their performance & what else they would like to learn

"The only thing worse than training your employees & having them leave is not training them and having them stay" Henry Ford, Founder Ford Motor Company