Train the Trainer
Once standards have been clarified and defined, it is critical that managers are guided in the implementation and monitoring process. FreemanGroup’s Foundations™ workshop instructs managers at all levels in the process of implementing standards into a department and maintaining service consistency. The workshop addresses how to efficiently instruct staff to ensure commitment, how to monitor the progress of service within a department, and how to correct substandard performance.
At the conclusion of the workshop, full action plans are drawn up and agreed upon by senior managers who will to monitor and measure progress.
Foundations™ has three fundamental requirements at its core:
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, participants learn and practice how to best communicate the expected standards, as well as how to give feedback that encourages repetition of the correct performance.
Each workshop is limited to 12 participants. This allows each participant to perform a role play and apply the newly learned principles and structure in a controlled environment. We have found that the 12-participant approach helps yield long-term results that have a lasting impact.
Who Should Attend?
Any person in a supervisory/managerial position that is responsibility and/or accountable for staff performance meeting the expected service levels should attend. These individuals typically interact with employees on a daily basis in the actual workplace.
"Initially the management felt that there was not much room for improvement in the services given at Rosedon, but we decided to join the FreemanGroup programme to support the Minister of Tourism in this island-wide initiative. Having had the trainers here at Rosedon, the level of service has definitely increased to a much higher level. This is a direct result of the one-on-one system of training and supervision. I highly recommend the program. I did the Train-the-Trainer course myself and I knew right away that it was a good approach. The concept of taking 15 minutes a day to train is ideal; you'd be surprised how much you can do in 15 minutes."