FreemanGroup

Training Services

• Foundations™
• Practices™
• Sequence of Service
• Pillars™
• Promises™
• Instructor Development

Some of our clients who have recently used this product:

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• Overview
• Objectives
• Method
• Group Size
• Who Should Attend
• Day 1
• Day 2

Overview

The proposed FreemanGroup workshop has four fundamental requirements at its core:

• It must address the issues of how trainers formally plan, organize, execute, and monitor the training needs within the department on the job, and not in a classroom with flipcharts and overhead projectors.
• It must reflect a large commitment to implementing and monitoring the agreed standards. All staff members must use them in practice.
• It must contain role-plays to model the skills taught. It must, as much as possible, focus individual attention on each participant, recognizing his or her unique background, education, and experience.
• It must be practical and effective for managers.

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Objectives

• To plan and organize the training of staff within a department.
• To conduct short pieces of on-the-job training using the Standards of Performance manuals during a regularly scheduled shift.
• To ensure that all supervision within a department relay the same performance expectations to their staff.
• To coach and correct staff performance in order to maintain the service standards.

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Method

Through instruction and group exercises, participants first learn the theory of training in tasks and the structure for conducting that training so that their staff can more readily and consistently apply the expected performance standards. Through demonstrations and role-plays the participants learn and practice how to best communicate those expectations, and how to give feedback that encourages repetition of the correct performance.

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Group Size

Each workshop is limited to 12 participants. This allows each one to perform a role-play, applying the newly learned principles and structure in a controlled environment. This yields the maximum impact for long-term results.

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Who Should Attend

Any supervisory/managerial position that maintains a responsibility and/or accountability for staff performance meeting the expected service levels. These individuals typically interact with employees on a daily basis in the actual workplace.

Following is a list of recommended participants for the workshop. We strongly recommend a thorough review of the actual number of persons in each position, the exact position title, since this will drive the number of workshops and the scheduling of such. All managers, assistants, and supervisors in these areas should be considered as candidates.

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Day 1

• Introduction
  • Introduction of each delegate to one another.
  • Objectives of the workshop.
• What is a Training Need?
  • Determining priority areas on which to focus the training efforts.
• How People Learn
  • Ascertaining how staff best assimilate, retain, and practice the standards taught.
• Task Identification
  • Understanding the optimum amount of information a staff member can assimilate at any one time.
• Demo Training Session
  • Modeling of the training skills and structure being taught.
• Question Technique
  • Utilizing questions to assist the staff in learning/retaining operational skills.
• Training Structure - Introduction
  • Getting a session started to obtain maximum attention and commitment.
  • Write and role play Introduction for a training session.
• Training Structure - Development
  • Effectively communicate operational procedures and standards to obtain maximum results and retention.
  • Write/customize the Development for a training session.
• Training Structure - Consolidation
  • Finishing a session to ensure the trainee can achieve the information communicated.
  • Write Consolidation for a training session.

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Day 2

• Practice Training Sessions
  • Prepare to deliver the training sessions.
• Deliver Training Sessions
  • Participants model the skills taught and a short critique of each follows. (approximately 20 minutes per role play)
• Maintaining Quality
  • Applying a structure for reinforcement coaching to encourage repeat performance of service that meets the standards.
  • Applying a structure to effectively correct staff on the job to ensure compliance to the agreed standards.
• Organizing Training
  • Determining training priorities and guest critical tasks.
  • Preparing training sessions in the workplace.
  • Organizing, scheduling, and implementing training in the operation.
• Critique of Workshop
  • Feedback concerning workshop effectiveness with a senior executive present.

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