Many people do not understand the difference between education and training. Education is to provide information and communication with your students. Training is about exercises and construction skills. The younger generation of employees today wants to be trained, not educated.
The problem is that if we do not teach them before we train, it could lead to problems. Think about how you learned to run. You need knowledge of the law and then the actual training to get behind the bike. The same can be said about learning the birds and bees – if the education team is not done effectively, the training can lead to undesirable results!
Mark Flores, director of ops for Chuck E. Cheese, uses macaroni-and-cheese examples to show the difference. We have made a mate and cheese plenty of times in our lives, but if we do not follow the instructions exactly, we could get macaroni soup, crunchy macaroons or anything other than what we intended. So how do you return education and training to ensure consistency?
Manuals. Boooooooooring! We need data, but make it fun! Take tons of pictures and minimal text so it's more than comic look. People are more likely to remember what they see against what they read, so the retention of information is better. In addition, it is easier to translate into other languages.
videos. Better than reading for most employees, but they need to be short (3 – 5 minutes maximum) with tons of visual image changes. Our employees today are used to watch CNN by talking to videos, tapping the message along the bottom and the weather forecast on their side – all while having four online chat with their friends. Long, extracted videos lose their attention quickly. Look at things and go to practice what you learn. You can watch the next part after that.
Online. Golden Corral, White Castle, Sea Island Shrimp House, Buffalo Wild Wings and Chuck E. Cheese are all using or testing e-learning. Because it is independent, it depends on the student's speed. Be careful: As we've seen with e-books, it's not too convenient to read a book on a computer, so keep the text at least. You can build revision questions as a reference point for the student to go to the next section. Great way to change video and print, but it's not a "training" yet.
Exam. We hate all the tests! To ensure consistency in the tests, keep them simple and visual (use as many images as possible) and use multiple choices, order, or true-false format to ensure consistency in classifications. Most of our employees no longer accept entries or essays. Make sure they have basics down. Do all of your coaches actually score a test in the same way?
All the above types of "training" are really just education, but most managers consider it training. We did not get our driver's license after reading the book, watching the video and testing – we had to demonstrate our talent before we got a license to drive. Education is essential evil that must come first, though.
Are we following the same format with our employees? Many companies do not – we just remember a lot of useless information about quotes little about and then we're ready. You need to be qualified for the skills needed to do the job and repeat regularly in the future. Knowing the job and doing the job are two completely different things – and the visitors notice.
Having a new employee demonstrates the skills of the manager shows you two things: how good the coach was and the employee can do the job. We may all think we have the same definition of "health of the guests" or "meditative sales" but when we see our employees in action we find it all on board. If we do not train them with skill, we will simply do what they see at other restaurants (which is often not good). Perform these validations in 90 to 180 days to keep standards in mind.
People train people. Just because someone is a good employee does not mean they will be a good coach. The right tools to learn will help, but the rest is in the training that shows, training and confirming the skills of a new employee. To show this team on your team, ask your instructors to train you on how to tie your shoes or put on a shirt. Make sure you do not know anything about it. The point is that it's a simple task we can all do in sleep – like calling orders or making burgers – but it's incredibly hard to train somebody else how to do it.
Macaroni and cheese anyone?