THE 4 STEP TRAINING METHOD

PURPOSE: The 4 Step Training Method has been used for years to train employees in companies that use on the job training. At Maggiano's, we
need to get large numbers of employees trained quickly, to help transform ordinary dining experiences into ones full of hospitality. Visual training tools or job
aids, like process guides, create more opportunities for one on one coaching discussions. By implementing this method and new training tools, Managers will find
themselves interacting more with everyone they train.

BENEFITS: • Easy to understand and use

• Helps your staff when they train a new employee
• Works well on the job
• No classroom or special equipment needed
• Can be applied individually, creating a more personal learning experience
• Drives employees to the dining room and work areas quicker

PREPARE SHOW & TELL COACH PRACTICE COACH

PERFORMANCE
1. Prepare yourself (the 1. Present the training 1. Allow the trainee to 1. Designate a training
trainer) content practice buddy for the trainee

2. Prepare your materials 2. Demonstrate the task 2. Observe as the trainee 2. Have the trainee work
practices alone
3. Prepare the training 3. Check for understanding
environment 3. Provide feedback to 3. Observe from a
trainee distance and touch base
4. Prepare the trainee(s) to confirm understanding
4. Help trainee gain speed
and develop accuracy 4. Evaluate the trainee’s
performance and coach
performance gaps
PREPARE
1. Prepare yourself (the trainer)
• Use the L.Q.C.’s (Listening, Questioning & Clarifying) skills and be ready to apply them.
• Review the training materials yourself.
• Refresh your memory on details, including “the WHY’s”.
• Prepare to show the task(s) exactly as the trainee should do it.
• Prepare yourself mentally to take a positive interest in the trainee learning.
• Review the most common areas of difficulty for the material you will be training.

2. Prepare your materials

You will need:
• Any documentation to explain the program, task or process which may include:
» Standard Operating Procedures (SOP) or Franchise Operating Manuals
» / line builds
Recipe cards
• A master set of each training module or series
• Coach’s Guides for each module
• Any job aids that could help them learn the content
• Training videos or DVD’s and the equipment to show them

3. Prepare the training environment

• Clean up any clutter in the training area.
• Wrap up any projects that are taking place in that area.
• Make your materials accessible to yourself and the trainee.
• Share your training plans with the staff.
• Limit or divert distractions like phone calls. Reci
pe

4. Prepare the trainee(s)

• Explain what his or her training experience will be like. How long will it take?
What will he/she learn?
• Explain his or her role in each step of the process.
• Review any pre-work the trainee has completed.
• Set clear expectations of the trainee before, during and after the training.
• Keep the experience informal, so as to encourage his/her participation and questions.
• Ask “What questions do you have about the process?” before starting.
SHOW & TELL

1. Present the training content

• Provide clear explanations, including “HOW” and “WHY”.
• Avoid complicating the process by jumping around in the material, or saying,
“You’ll learn that later.”
• Keep the session energetic: you determine how much the trainee enjoys the
process.

2. Demonstrate the task

• Position the trainee where he/she can see each step clearly.
• Follow the same process the trainee will be expected to perform.
• Explain why it is important to perform exactly as you demonstrate.
• Break the task up into smaller pieces.
• Demonstrate first, according to standards.
• Demonstrate again, slower, to ensure understanding.
• Highlight or emphasize common challenges for others learning this task.

3. Check for understanding

• Have the trainee repeat the process to you verbally.
• Listen effectively.
• Ask for feedback.
• Ask some “Test Your Knowledge” questions to verify comprehension.
• Ask open ended questions to give insight into what he or she has learned.
• Ask “What questions do you have about the process?”
COACH PRACTICE
1. Allow the trainee to practice
• Have the trainee explain as they go, it checks for understanding and
reinforces what he or she knows.
• Have the trainee repeat the task. Multiple practices create habits.
• Be patient.

2. Observe the trainee practice

• Give the trainee the freedom to practice on his/her own, without pressure.
• Praise the trainee when you see positive results to build confidence.
• Take notes on positive performance and opportunity areas for whole task or
one step.
• Prepare specific feedback on a single part or parts of the process.
• Evaluate the end result. Has he or she met the performance expectation?

3. Provide feedback to trainee

• Focus on specific behaviors and outcomes.
• Use positive reinforcement when you see the desired behavior.
• Be honest with him/her, but don’t erode self esteem.
• Step in if he or she may harm themselves or Romano’s Macaroni Grill property.

4. Help trainee gain speed and develop accuracy

• Provide standard best practices that are proven to accelerate the process.
• Set expectations on how long the task will normally take.
• Allow the trainee to practice slowly, but encourage a faster pace with each
practice run.
COACH PERFORMANCE
1. Designate a training buddy for the trainee
• Choose yourself or one of the trainee’s peers.
• If choosing a peer, choose one that has the time and patience to help if needed.
• Choose an employee who will answer questions or solve problems.
• Ensure the training buddy knows the proper procedure for the task and
follows it exactly.
• You may be the best choice. You know the trainee’s strengths & opportunities.
• A trainee may be more comfortable admitting to peers he or she needs help.
She’s doing
GREAT!
2. Have trainee work alone
• Encourage the trainee to work alone.
• Review the task(s) again to verify the trainee is ready to work alone.
• Use positive reinforcement to steer him or her away from bad habits.
• Recognize successes, but don’t ignore mistakes.

3. Observe from a distance and touch base to confirm understanding

• Provide a greater amount of feedback early in his/her development. As his or
her competency increases, the trainee will need less feedback to perform the task.
• Ask questions about specific opportunity areas you are observing and the concepts
behind them.
• Avoid reviewing the entire process again.
• Ask questions that confirm he or she understands the “WHYs”.
• Build trainee confidence by showing him or her how much he/she has learned.

4. Evaluate the trainee’s performance and coach performance gaps

• Be prepared to provide specific feedback to the trainee and his or her
Manager on ways the trainee can continue to develop.
• Review trainee performance with the training buddy.
• Provide evaluation forms to your trainees asking for feedback on the training
experience.
• Keep track of areas that each trainee struggles with to help you prepare for
training next time.
• Review evaluations to identify areas in which you can improve.