Many people do not understand the difference between education and training. Education is to provide information and communicate to their trainees. Training is on the practice and capacity building. Today the younger generation of employees wants to be trained, not educated.
Problem is, if you do not educate them train before they can lead to problems. Think about how you learned to drive. You need the knowledge of laws, and training to get behind the wheel. Same can be said for learning about the birds and the bees – the part of education is not effective, the training could lead to unwanted results!
Marcos Flores, director of operations Chuck E. Cheese ’s, use the macaroni and cheese example to demonstrate the difference. All we have done a lot of mac and cheese of times in our lives, but if you follow the instructions exactly, we could get soup, macaroni, macaroni crunchy, or anything else other than what they intended. How do we deliver education and training to ensure consistency?
Manuals. Boooooooooring! The documentation we need, but it is fun! They include tons of photos and minimal text so it is more of a comic book look. People are more likely to remember what they see versus what they read, so the retention of information is better. Furthermore, it is easier to translate into other languages.
Videos. Better than reading for most employees, but they must be short segments (3 – 5 minutes maximum) with tons of visual changes. Our employees now use to watch videos of talking to CNN, a crawl message at the bottom, and the weather on the side – all with four, while chatting online with friends. Long videos quickly lose your attention. Watch and see a segment of practice what you learn. You can see the next segment after that.
Online. Golden Corral, White Castle, Isle of the Sea Shrimp House, Buffalo Wild Wings, and Chuck E. Cheese ’s are all the evidence or the use of e-learning. Since it is their own pace, going at the speed of the student. Be careful: As we have seen e-books, which is not comfortable reading a book on a PC, so keeping the text to a minimum. Consideration of issues can be built at a checkpoint for the student to advance to the next section. Great way to replace the video and print, but still is not "training."
Evidence. We all hate tests! To ensure consistency in testing, keep it simple and visual (use as many photos as possible), and the use of multiple choice, ordering, or true-false format to ensure consistency in the classification. Most of our employees and have no filling in the blank or evidence. Ensure they have the foundations down. Making all their teachers grade tests in the same way?
All these forms of "training" are really just education, but I think most managers training. We did not get our license after reading the book, watching the video, and passing a test – we had to prove our skills to the authorities prior to receiving the license. Education is the necessary evil that must come first, however.
Is it follow the same format with our employees? Many companies do not – just memorize a bunch of useless information the guest cares little about, then we are ready. You need to be validated in the skills needed to do the work and periodically re-validated in the future. Knowing and doing the work are two totally different things – and the host ads.
Skill Validation
Having used the new techniques to show a manager it shows two things: how good was the coach, and that the employee can do the functions of the job. Might think that we all have the same definition of "to greet the guests" or "suggestive selling", but when we see our people in action, we find that across the board. If we do not coach through the ability to simply do what they see in other restaurants (which often is not good). Implement these validations at 90 – 180 days to maintain higher standards of the mind.
People training. Just because someone is a good worker does not mean to be a good coach. The right tools will help to educate, but the reward is to show the coach, coaching, and to validate the ability of a new employee. To illustrate this point for your team, ask your instructor to train you on how to tie shoes or put on a shirt. Act like you know nothing about it. Point being, it is easy we can all do in our dreams – as signs of orders or make burgers – but it’s incredibly difficult to train someone how to do it.
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