1. CONTACT INFORMATION Cohort Number: Trainee: Address: Week 1 Service Specialist Address: Phone Number: Field Training Specialist Address: Phone Number: Week 6 Service Specialist Address: Phone Number:

2. SVSP Mentor Train-the-Trainer

3. Purpose, Process, Payoff
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 speed of service needed for running a route
How SVSPs respond to customer(s) and messages
How SVSPs adapt their schedule to changing conditions
How SVSPs provide service excellence in the environment P

4. NEW 7 Week Academy Format
Day 1 – Fridays w/DM
Week 1, In Field Shadow SVSP Mentor
Week 2, In Field – FTS
Week 3, In Field – FTS
Week 4 – Classroom
Week 5, In Field – FTS
Week 6, In Field Shadow SVSP Mentor
Week 7, Classroom + Graduation

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. SVSP to Train in Future Route Type
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)
Week 1 – SVSP Mentor
SVSP to Train in Future Route Type
Day 1
Day 2
Day 3
Day 4
Day 5
PPE - 30 min Be Safe - 60 min Respiratory Protection - 45 min
MyHR - Set Up Account Logbook/ELD - 60 min Driver Safety - 30 min
Fall Prevention - 45 min Workplace Respect - 30 min
Hazard Comm - 45 min Lockout/Tagout - 45 min
Problem Solving Model & Inspection - 60 min RM Check In

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)
Week 6 – SVSP Mentor
SVSP to Train in Future Route Type
Day 1
Day 2
Day 3
Day 4
Day 5
Shadow SVSP Mentor RM Check In (Day 5 of Week 6)
Week Ends at 12 Midnight on Thursday

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 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 the location date and time for Weeks 1 and 6
Remind trainee to do required eLearning modules and to send daily 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. SAY: Before we jump into this session, there are a few training techniques we want you to think about as you prepare to coach and mentor the new hires.
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
INTRODUCE these key factors to successful training delivery.
SAY: We will do a couple activities to help you better understand what each of these means.

14. Tell – Show – Do – Review Tell Show Do Review
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.
EXPLAIN that giving clear and concise instructions can easily be done by following the Tell, Show, Do, Review method of learning.
EXPLAIN what should happen in each step of this method.

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.