CRUNCHTIME - Greenfrog Creative · service/greengrocer contests • Facilitator and participant guides • Party poppers &/or confetti cannons • Greengrocer straw hat and apron

CRUNCHTIMEChange at the Core

The Colleague’s Facilitator Guide

THIS is the day your jobs got BETTER.

THIS is the day we

changed PRODUCE.

THIS is change at the CORE.

THIS is the day our

customers got HAPPIER.

developed by Media Zoo Learning & Development15B The Boulevard Imperial Wharf London SW6 2UB

2014

Welcome toCRUNCHTIME

Facilitator Tips

IT’S CRUNCH TIME

Course Introduction

SMASHING SERVICE

Starting at the Core

POLISHED TO PERFECTION

Standards & Cleanliness

EPIC APPLES

The Power of Abundance

P. 4

P. 6

P. 14

P. 36

P. 54

Contents

CRUNCHTIME • FACILITATOR TIPS COLLEAGUE FACILITATOR GUIDE

CHANGE IS NO SMALL POTATOES

FACILITATOR TIPS

ROUGH GUIDE TO TIMINGS

ICONS AT A GLANCE

SLIDE TO DO TO SAY

This guide is built flexibly so you can adapt to audience size, engagement levels and learning styles and schedules.

All activities can be delivered together, or separately. Indeed, it is imperative that participants understand that they leave each session with clear plans for

practicing the activities.

The SLIDE icon indicates which PowerPoint slide to display with each activity.

The TO SAY icon indicates suggested script. We’ve scripted this session fully, but

feel free to make the words your own!

The TO DO icon calls out activities & instructions.

INTRODUCTION15 minutes

STANDARDS50 minutes

SERVICE1hr 45mins

ABUNDANCE40 minutes

CLOSING10 minutes

4

PREPARING FOR YOUR SESSION

• Multiple produce items for service/greengrocer contests

• Facilitator and participant guides

• Party poppers &/or confetti cannons

• Greengrocer straw hat and apron

• Fascinating Fruit Fact card set

• Bouncy ball or orange

• Blindfold

• Dirty apron & clean apron

• Grubby plate & apple + fresh display of apples

• 3 sample sets of produce for ‘Sampling’ activity

• Projector

• Speakers

• Flipchart and markers

Before your session, be sure to:

• Check your toolkit.

• Gather the produce you’ll need for the CLEAN GROCER, GLOBE’S GREATEST GREEN

GROCER and PALETTE PATROL activities.

• Check you’ve got all the equipment you’ll need & it’s all working (monitor or projector,

speakers, CD, DVD).

• Preview the Standards and Abundance practical activities, survey your shop floor and

plan which mods you will assign to colleagues to clean and improve the displays for.

• Communicate this plan to the produce manager, and in his absence the duty or deputy manager.

YOUR TRAINING TOOLKIT

FACILITATOR TIPS • CRUNCHTIME 5COLLEAGUE FACILITATOR GUIDE

Course Introduction

IT’S CRUNCH TIME

15minutes

THIS IS THE DAY YOUR JOBS GOT BETTER! THIS IS THE DAY WE CHANGED TESCO PRODUCE TOGETHER.

SLIDE 1: CELERY-BRATE GOOD TIMES

Shake hands and congratulate people as they enter the room.

TO SAY

THIS is the day your jobs got BETTER.

THIS is the day we

changed PRODUCE.

THIS is change at the CORE.

THIS is the day our

customers got HAPPIER.

How do we change

at the core?

TO DO

COACHING TIPIntroduce yourself and participants in the room.

(Participants are asked to join the revolution

by firing off party poppers, confetti cannons.

Exciting music plays.)

What’s the celebration about? The whole of

Tesco is changing - and produce is leading the

way, improving the bits of it that didn’t work

for our customers, for ourselves and for our

colleagues - and building something NEW

and BETTER, TOGETHER.

COURSE INTRODUCTION • CRUNCHTIME 7COLLEAGUE FACILITATOR GUIDE

FILM SET UPWe’ve put together a video to get us started thinking about what makes an excellent customer experience. Since this is CHANGE AT THE CORE, we’ve done something a little different.Hope you enjoy!

Is this what goes on in a typical Tesco produce aisle when we walk through it today?

(Obviously not. We are not asking you to do forward rolls whilst rescuing children and veg. But…)

What did he do well? (examples: teamwork, awareness, multi-tasking)

What keeps us from superhero service today?

How can we help to transform our colleagues and our customers’ experiences?

It’s our task to support our produce colleagues in becoming Green Grocer Superheroes.

THE DEBRIEF

SLIDE 2: DOING SOMETHING DIFFERENT

Set up the film, play the film and discuss.

TO DO

COACHING TIPNote (in two columns) the barriers to service and how to overcome them on a flipchart.

GREENGROCER SUPERHERO FILMPurpose: to show an exaggerated (not behavioural) portrayal of excellent service.

Remember, this is not behavioural training. We don’t expect colleagues

to actually do forward rolls!

CRUNCHTIME • COURSE INTRODUCTION COLLEAGUE FACILITATOR GUIDE8

1. Who is the character of your neighbourhood greengrocer?2. What did he/she look like? Act like? Do?3. What is the difference at Tesco?

Customer Insight tells us that the produce aisle has the biggest effect on customer perception of Tesco’s quality.

Lead a discussion, using the ‘To Say’ section below.

TO SAY

SLIDE 3: FROM RED ROBOT TO GREEN GROCER

TO DO

People need to hear TESCO and think LOVE! That’s the radical change we need.

Here are some facts from our Customer Insights:

• Produce is the number one factor in determining how a customer feels about a grocery store.

• It is the place where we can change customers’ minds.

We can make a big difference by doing little things.

Be visibleJust because you’re

green doesn’t mean you need to blend into

the veg!

Be a GreengrocerAsk what a green

grocer is like, what are their traits, what do they

know, how do they act?

Be humanShare a smile.

Recognise customer needs. Chat with them. Enjoy their company.

Help.


TO SAY

SLIDE 4: LEARNING OBJECTIVES

Acting like a greengrocer will make customers feel good about shopping with Tesco!


1Greengrocers bring the

best of themselves to

work.

2Greengrocers connect to

others and provide great

service.

3Greengrocers take pride

in their environment.

SLIDE 5: EXPECTATIONS

To help us make this transformation, we have a few ground rules:

Play alongYou will get out of this training what you’re willing to put into it, just as you will get out of your day what you put into it. So bring your personality, your questions, your ideas, your reality to the floor today. It’s all welcome. In fact, it’s

necessary to make this session work. We are asking you to get involved.

Try something new You can’t make a Bolognese without squashing a few tomatoes. In this session, it doesn’t matter if you look silly or if something you do or say doesn’t work. In fact, we encourage it. This is your chance to try new things, let go and have fun. There are no exams in real life or in this session. There is only the chance to try

something new and learn.

Speak upOur job is to give you the tools you need to inspire your colleagues - to turn produce around - to make a change at the core and take others along with you.

Don’t walk out that door until you are ready!

Review the expectations and ask participants what they need from the

session to succeed.

COACHING TIPWrite participant responses on a flipchart.

TO DO

TO SAY


SLIDE 6: IT STARTS WITH SERVICE

Preview the session and the schedule.

LOVEABUNDANCE

LOVESTANDARDS

LOVESERVICE

TO DO

TO SAY

The 3 factors that influence customers’ perception and opinions are:

Service


Abundance

Our session today starts with service - change at the core.

We’ll take a break after that and finish up with Standards and Abundance which involve practical shopfloor activities.



SLIDE 7: PIP-STOP SUMMARY

Key learning points

Review key learning points of this section, and transition to next

section.

TO DO

In this section we covered:

• The change that Tesco is undergoing

• Our role in that change

• How to be a greengrocer

Next up?SMASHING SERVICE!

Starting at the core

SMASHINGSERVICE

SUPPLIES FOR THIS SESSION

• Fascinating Fruit Fact cards• 3 sets of ready to eat fruits or veg for sampling

• Various fruit and veg for ‘Globe’s greatest greengrocer’

QUICK GUIDE TO SECTIONS AND TIMINGS

WARM UP

10 minutes

NEW POLICIES, NEW POTATOES - BODY LANGUAGE

15 minutes

FASCINATING FRUIT FACTS MATCHING GAME

15 minutes

SAMPLING SQUAD ACTIVITY

10 minutes

LOVE WHAT YOU SELL

10 minutes

RECOGNISING CUSTOMER NEEDS

30 minutes

THE TOOLS OF ENGAGEMENT - BUILDING YOUR

MARKET STALL

15 minutes

P. 16

P. 17

P. 21

P. 23

P. 26

P. 29

P. 32

1 hour 45 minutes

SLIDE 8: SMASHING SERVICE

TO SAY

Preview and position service session.

TO DO

WARM UPCONGRATULATIONS, YOUR JOBS GOT BETTER

10minutes

Right now, our customers see us as focused on tasks and processes more than the service we give to them - a little bit like robots.

We have the opportunity to change this perception. Our vision is to provide a memorable shopping experience to every customer we serve by giving excellent service and showing we know and care about the products we sell.

By bringing ‘ourselves’ to work and letting our personalities be seen, we can give the best experience possible to all our customers.

What is superhero service?

We’ve imagined the most stupendous, amazing produce superhero and created a glimpse into how he goes the extra mile and beyond...

Let’s take a look at how a Greengrocer superhero keeps his eyes on service, standards and abundance to make every customers’ experience positive and memorable.

CRUNCHTIME • STARTING AT THE CORE COLLEAGUE FACILITATOR GUIDE16

NEW POLICIESNEW POTATOES

What can we do now that we didn’t use to do?

SLIDE 9: NEW POLICIES... NEW POTATOES

TO SAY

Because we’ve got these new policies in place, how did your jobs get better? What are the things we can do now that we didn’t do before?

15minutes

Offer customers samples.

Rip open a bag of apples if you need to

make your point.

Bring your personality to the

role - do you like your bananas ripe or

green?

If you don’t know the answer to a customer’s question, find a colleague who

can help.

Stop what you’re doing and walk a searching customer over to what they’re

looking for.

Talk to customers for five minutes, ten minutes - however

long it takes. Remember ‘Hi 10’ say

‘Hi’ to everyone within 10 feet.

Offer help. It will feel good.

STARTING AT THE CORE • CRUNCHTIME 17COLLEAGUE FACILITATOR GUIDE

SLIDE 10: BODY LANGUAGE TALKS

TO SAY

A study at UCLA found that 93 percent of communication effectiveness is determined by nonverbal cues. So if we want to connect with people, our colleagues and our customers, it’s essential that we pay attention to this aspect of our interaction.

We’re going to do an activity to help increase our awareness of non-verbal communication.

BODY LANGUAGE

TALKS!

COACHING TIPExplain to participants that posture and movement affects mood and interactions with others - it’s the easiest way to change how you feel.

Make sure you have enough room to move around for the next activity.


Explain rules.Lead participants through the game.

Discuss and de-brief the game.

• Say yes to everything - go with the flow.

• Allow yourself to be rubbish. No one is judging.

SLIDE 11: BEING THE HOST

THE RULES

THE GAME

Instructions Coaching Tips

Walk around the room and greet each other with the following motivations:

• Worried someone’s upset with you.• Trying to get away with it.• Trying to look important.

You are important, but now you’re the host. • How do you walk? • What happens to your posture? • Feel the difference. This is the body language we want when we are the GREENGROCER.

Get everybody up and walking and keep them moving while giving instructions.

As people are walking ask them to pay attention to how they feel and what changes they are making to their posture, eye contact and mannerisms.

Get involved! It helps participants to see the coach modelling all activities.

TO DO

THE BODY LANGUAGE GAMEPurpose: to understand that physical gestures lead to emotional states. If we are conscious about our body language, we can influence the way we feel and therefore, influence others as well.


The fact is, green grocers have it easier than you. Their produce is in front of them, so they can talk over the veg and connect with customers. You are sometimes crouched down with your back to the customers as you replenish.

So it is even more important that when you stand up, you are aware of customers. You check around you before you move on to your next task.

Does anyone need anything? Remember you are the host.

BE MORE VISIBLEBE THE HOST

BE A GREENGROCERAND HAVE A BETTER DAY!

Teaching point

What sorts of things

did you do when you were

practicing the different

behaviours? How did you

move? How did you feel?

How did things change?

Teaching point

What sorts of changes in body

language did we notice? How did

changing our body language make

us feel? What did we ‘read’ from

the other participants? How do

we connect this to our workplace?

How did this change the way

we interacted?

THE DEBRIEF

TO SAY

Changing our customers experience starts with connecting to ourselves, and then connecting to our environment.


Prepare Fruit Fact card set. Review game purpose and rules.

COACHING TIPMake sure you’re using the right amount of cards to people, and that each fruit is matched with correct facts.

SLIDE 12: FASCINATING FRUIT FACTS

FASCINATING FRUIT FACTS

MATCHING GAME

TO DO

• Match the fruits to the facts.

• When you’ve found your pair, take a seat.

THE RULES

15minutes

FASCINATING FRUIT FACTS GAME: MAKE A PERFECT PEAR Purpose: To increase our produce knowledge and give us more fertile ground for the Globe’s Greatest GreenGrocer competition.


Play game.Reveal answers on slide 13.

Debrief.

SLIDE 13/14: FASCINATING FRUIT FACTS

TO DO

Half the players in the class will pick up a FIND YOUR FRUIT card with interesting facts on it; the other half will pick up a FIND YOUR FACTS card.

Players will pair up with the person they think their fact/answer corresponds to.

Reveal the correct answers at the end and check that everyone found the right partner.

Whilst checking answers, have each pair read their facts to the group.

Ask for comments on the facts:

• What suprised you?• What other facts can you add?• How can you prepare and serve this item?


THE DEBRIEF

Product knowledge idea Find more information on

products in the Produce Weekly News and Love Campaigns...

... and use these resources to play further review games

with your teams.

TRY SOMETHING NEW.GET TO KNOW YOUR FRUIT.


SLIDE 15: SAMPLING SQUAD

PALETTE PATROL ACTIVITY: TEST YOUR TASTE BUDS

Purpose: To apply produce knowledge in a way that you will be able to use on the shop floor. To increase awareness and appreciation for flavour and taste - the sensory experience of produce.

SAMPLING SQUAD ACTIVITY

Preparation note!Prepare your samples

for this activity ahead of the session and ensure

they are kept fresh (ie, covered or refrigerated).

Offering interesting

contrasts is an idea for

sampling we can use

on the floor.

Option: Show sampling video to set up activity.

Play game & discuss.

TO DO

10minutes


In your stores get your teams

to try all the produce.

There’s more to taste than we typically notice.

So this game tests your taste buds!

Ask for a volunteer to test and compare the first sample set.

Coach the volunteer to describe the difference in taste, feel, texture.

Repeat this process for each sample set.

After discussing, create a ‘station’ for each sample set and allow participants to taste for themselves.

Pay attention to the taste, texture and feel. What details can you describe? Offering interesting contrasts is an idea for sampling we can use on the floor.

Get your sample sets ready before the session.

Sample what is in season.

Other suggested comparisons:

• Value kiwi & organic kiwi• Oranges & mandarins• Tomatoes - value vs. finest


THE DEBRIEF

• Do we sample in our stores?

• How and when?

• What keeps us from sampling now?

• How do we remove the barriers?


The order in which we taste and sample matters! Taste the less sweet items first!

Everyday Value/Standard strawberries or raspberries vs The Finest

• Differences: Standard has less sugar content, less sweet (about 5%) versus The Finest, which has about 8% sugar content.• Tip: Strawberries are great with cream or even suggest to customers to try them with balsamic vinegar!

Green, red and black grapes

• Differences: green are the least sweet, red are the sweetest, black are aromatic.

• Tip: Black grapes are the best to pair with cheeses.

Clementines vs Satsuma

• Differences: Clementines are sweeter, have stones. Satsuma are not as sweet, but they peel easily and have no stones.

• Tip: Parents love Satsuma as snacks for their kids because they have no pips & are easy to peel.

SUGGESTEDSAMPLE SETS

Save the sweetest for last!


PRODUCE SLAM - NO FRUIT HARMED!

LOVE WHATYOU SELL

SLIDE 16: THE GLOBE’S GREATEST GREENGROCERS

Explain rules of game & model the activity.

TO DO

THE RULES

COACHING TIPPay attention to your non-verbal communication!

Next we’re going to have a little contest to compete for the title of Globe’s Greatest Greengrocers.

Give an impassioned argument as to why your fruit or veg is the planet’s most pleasing produce.

Model the activity for participants with as much passion for produce as you can muster.


10minutes

THE GLOBE’S GREATEST GREENGROCER GAME

Purpose: to encourage comfort and confidence in communicating; to apply product knowledge in a fun and engaging way.


• Ask 3 or 4 volunteers to come up to the front and take part

• This will be a no-holds-barred, fast-paced, rapid-fire fruit and veg bonanza!

• Each volunteer will be shown a piece of produce and then asked to talk with passion about why they love this fruit or veg

• Encourage each volunteer to give all the greatest qualities and selling points in over-the-top fashion.

• Ask the rest of the group to decide who gave the most convincing GREENGROCER description?

• Be sure to celebrate the winner with a piece of produce

INSTRUCTIONS

SLIDE 17: THE GLOBE’S GREATEST GREENGROCERS

Dare to failBe visibleBe human

Be the greengrocer

GENTLE REMINDER!

Review the ground rules & play the game.

TO DO

GAME PLAY


SLIDE 18: WHAT MAKES A GREAT GREENGROCER

So what makes a GREAT GREENGROCER? Get ideas from the crowd, make sure to include...

Being visible

Being human

Paying attention to body language, connecting, communicating

Great communications are 1/2 about us and 1/2 about the people we are connecting with.

TRANSITION

We’ve talked about relating to people through body language. Now let’s talk about thinking from their perspective.

THE DEBRIEF


What are our customers looking for when they come into our produce departments?

Being the GREENGROCER instead of the RED ROBOT will automatically help us meet these customer needs. But let’s go one step deeper and put ourselves in our customers’ shoes.

SLIDE 19: CUSTOMER NEEDS

TO SAY

RECOGNISINGCUSTOMER NEEDS

CUSTOMER NEEDS DISCUSSION

30minutes

COACHING TIPParticipants may give obvious answers like

apples, tomatoes, etc - but push them to think

about environment, experience, service, all

five senses.


SLIDE 20: CUSTOMER NEEDS

TO SAY

CUSTOMER NEEDS ACTIVITY - FILMS

Click on each customer type on slide 20 to play video - then play sampling video.

TO DO

To help us understand customers, we’ve created a framework of 5 customer priorities.

These are a guide to some of the customers you might come across, but they are not definitive labels and the most important thing is to connect to each person as an individual.

SPEEDY

CHOOSY

THRIFTY

CHATTY

NEWBIE

SAMPLING

COACHING TIPBefore each customer type video, ask participants to look for non-verbal cues that help them identify each customer type.

Purpose: to simplify and help us sort through a cacophony ofcommunicative signals; to provide a ‘lens’ we can look through to help us connect with customers.

COACHING TIP

Individuals have different priorities in different

moments. If we connect with a customer but ignore their priorities, we could go horribly wrong. Let’s take a

look at customer priorities.

Tell participants to find the Customer Priorities Table in their participant

guides.


Discussion questions for each type:

1. How do we recognise this customer type?2. What do they want?3. What can we do to meet their needs?4. Can you think of any ways you would go above and beyond what was in the video to meet this customer’s needs? What would you do differently?5. Was the conversation natural? Was it about the person / the product/ both?

Have participants note answers in their tables so they can review this information later.

Behaviours & traits Needs How to meet their needs & how to sample

Speedy

Choosy

Thrifty

Chatty

Newbie

THE DEBRIEF

CUSTOMER NEEDS TABLE

COACHING TIPSampling is a great way to connect with customers.

Show the sampling video and ask:

How do we sample for each customer type?

COACHING TIPNo matter the customer type,

everyone deserves a smile and

a ‘hello’.


SLIDE 21: TOOLS OF ENGAGEMENT

THE TOOLS OF ENGAGEMENTBUILDING YOUR MARKET STALL

There are levels to turn RED ROBOTS into GREENGROCERS.

TO SAY

GreetEveryday, say hello to or greet 10 customers and share knowledge

as a side to doing tasks.

ImproveSaying hello and engaging with customers when not busy.

Complete

Carrying out our processes whilst interacting. Challenge yourself to find 3

opportunities to make a real difference for a customer. (Generate examples

of this: your potatoes may need stocking but if a customer is looking for

onions, ask what kind, what for, walk them to where they are and have a

conversation on the way).

15minutes


HOW WILL WE CHANGE AT THE CORE?

PRACTICE, PRACTICE, PRACTICEWe understand that change takes time. So right now, we’re going to start building a personal action plan that will work for each of us in our stores.

SLIDE 22: TODAY IS THE DAY...

Give participants 10 minutes to write 3 ideas for change in their guides.

TO DO

TO SAY

PLANNING ACTIVITYPurpose: to build a plan that will make the changes in this training an easy, fun and required part of daily routines; to sustain and support behavioural change in individuals.

Some ideas:

• Weekly check-ins with colleagues about their action plans.

• Body language – pair with a colleague and observe each other for a shift. Give feedback at the end.

• Have a friendly competition with your colleagues to see who can engage with the most customers.

• Customer priorities- Who are your main types? Does this change over the day?

• Fruit or veg of the week nominations—which fruit or veg is best this week? Why? What’s so great about it?

COACHING TIPCheck in with participants whilst they are planning.

Ask participants to share their plans.


SLIDE 23: ROBOTS VS GROCERS

WRAP UP

1. What are our main take-aways from today?2. What hurdles do we think we’ll have with our plans?3. How can we overcome these?4. Other questions?

We want you to have fun and be creative in the workplace - because today is the day your job got better. We encourage you to bring the best of YOU to work and Love Every Minute-ful. Best of luck on your journey to becoming a GREENGROCER.

Show DVD Extra: DOWN WITH RED ROBOTS.

Break and prepare for next sessions.

TO DO

TO SAY




Key learning points


section.

TO DO


• What our new policies mean to you

• How our body language helps

• Product knowledge activity

• How to apply your product knowledge

• Feeling confident on the shop floor

• Recognising customer needs

• How to engage your customers

• Planning for action

Next up?POLISHED TO PERFECTION!


POLISHED TO PERFECTION



50 minutes

WARM UP10 minutes

IN THE ZONE GAME10 minutes

SPOT THE HAZARD10 minutes

PRACTICAL APPLICATION20 minutes

P. 38

P. 40

P. 43

P. 50

SUPPLIES FOR THIS SESSION• Cleaning supplies ready for practical session

• Clean & dirty apron

• Blindfold

• Apples or orange for tossing

• Chopped apples or other fruit for sampling

SLIDE 25: POLISHED TO PERFECTION

SLIDE 26: CLEAN IS KEEN

THE SET-UP

Set up props and costumes.

Brief volunteers & play game.

This is a blind taste test. We need 3 volunteers.

• The first volunteer gets blindfolded and asked to leave the room until ready.• The second volunteer gets a clean apron and a gorgeous plate of food. This volunteer should say their fruit is on a special offer.• The third volunteer gets a filthy apron and a disgusting plate of fruit - for instance with fake vomit, bugs and worms. This volunteer should sell the fruit like a superhero greengrocer.

TO DO

WARM UP

10minutes

Welcome participants back after break and preview the activities in this section.

THE CLEAN GROCER GAMEPurpose: warm-up to communicate learning objective — that a lack of cleanliness can lose a customer completely.

CRUNCHTIME • STANDARDS & CLEANLINESS COLLEAGUE FACILITATOR GUIDE38

THE GAME

Get the blindfold out!

• Get your blindfolded volunteer and coach each grocer to sell their fruit.• Your volunteer should listen and choose the plate of fruit from the most persusive grocer.• Once the volunteer has chosen, remove the blindfold and see if they would change their mind based on visuals.

COACHING TIPVisuals matter. If our stores aren’t spotless this could turn customers away.

Would you ever have a party without cleaning your house?

If you are the host of your zone, every day means getting ready for your favourite guests.

We all know that clean is keen, so why are our produce departments less than sparkling?

COACHING TIPOn a flipchart, write down the barriers to cleanliness and coach participants to help them think of ways to overcome.

SLIDE 27: OWN YOUR ZONE

SAY

STANDARDS & CLEANLINESS • CRUNCHTIME 39COLLEAGUE FACILITATOR GUIDE

InstructionsParticipants will stand in a circle.

The person with the ball starts off by saying any word then throws the ball to a new person.

The person who catches the ball must say the absolute first thing that comes to mind and throw it to the next person, with no delay.

Coaching TipThere should be no pause to find something funny or to edit thoughts.

This is not a psychoanalysis exercise, but one to get people pulling down those barriers to creative thinking and commitment.

SLIDE 28: HEROES NEVER DROP THE BALL

THE GAME

Explain purpose & instructions; play game.

TO DO

IN THE ZONE

10minutes

HEROES NEVER DROP THE BALL GAMEPurpose: to improve colleagues’ focus while helping them identify personal barriers to taking responsibility in their zones and daily work


How does responsibility feel?

• How did you feel when we were playing this game?

• What made it difficult? (Fear, distraction, lack of focus?)

• How does this same thing happen to us in our stores?

• Can we suggest some examples?

What specific steps can we take to minimise the obstacles to taking responsibility in our zones...

• for ourselves?

• for our colleagues?

Obstacles

Remedies

THE DEBRIEF

COACHING TIPOn their own, participants

can complete a split-column journal entry that lists

Obstacles on one side and Remedies on the other.

These will become part of their plans when they return

to their stores.


ZONE PLAN REVIEW

Take five minutes to discuss your Zone Plan with a partner at your table. Listen to their Obstacles and offer ideas for Remedies. Then switch roles.

• Note any ideas for best practice.

• Brainstorm ways of taking more responsibility within your zone & encouraging your colleagues to do the same.

At the end of the pairs activity, volunteers can offer the best ideas they heard to share across the room.

PARTNER DISCUSSION

SLIDE 30: THE THREE PEAS

SLIDE 29: ZONE PLAN REVIEW

We can use the three Peas to help colleagues own their zones.

• PERCEPTIVE It’s easy to ‘zone out’ instead of owning your zone. One of the first things we need to do is pay attention when we’re working on the floor. This will actually make our jobs more interesting and engaging.

• PROACTIVE When you see something awry, don’t walk by - fix it.

• PERSISTENT Making a change takes time. Keep on keeping on grocers!


THE FIRST P IS PERCEPTIVE!

Let’s stop and think about all the places we need to make sure look immaculate if we’re going to be the best host we can for our customers.

SLIDE 31: SPOT THE HAZARDS

TO SAY

SPOT THE HAZARD

10minutes

SPOT THE HAZARDS GAMEPurpose: to practice the first P - Perception.

What should we be scanning? On a flipchart, generate as long a list as we can.

Examples:

• Shelves• Base units• Side panels• Kick panels• POS holders• Air grilles• Stripping• Promotion ends• Stacks• High and low peripheral areas

Quickly discuss all the places we should scan for smudges.

Explain and play game.

TO DO


THE GAME

Instructions

• Tell participants to find the spot the hazards activity in their guides.

• Look at each photo we display and in 10 seconds list as many hazards or messes as you can find.

• Reveal the answers and check that participants have identified each one.

Coaching Tip

We walk past messes everyday. This activity is about sharpening our senses so we see them.

The answers to each activity are on the following pages...


Dried spillages on the plastic panels

The kick panels should be examined and cleaned

nearly daily. They are frequently bashed by

trollies and shoes, and can get dirty very quickly.

Products should be displayed the right way up with the front of the

packaging clearly visible and presented for the

customer.

Poor produce display! Does this look

eye-catching for the right reasons?

Tatty sign – neglected labeling represents carelessness for displays. Let customers know that Tesco does care – ensure all labels look neat and tidy.

HAZARD PHOTO 1 - ANSWERS

SLIDE 32/33: SPOT THE HAZARD

Pinch & pull bags left on top of the display case.

Temperature indicators – check regularly that

these are working. If they fail to operate this could mean that products will

be stored at the incorrect temperature, and perhaps spoil sooner or impact the

quality of the product.

Produce information – Price, country of origin and any promotional info should be accurate and displayed correctly.

Air grilles – It is important that these are clear from debris and dirt since it can affect the circulation of air to and from the refrigeration unit & is off putting to customers.

Untidy produce – don’t just ignore it. When stock gets low and the

trays have been left in a neglected condition, follow the guidelines and present the product to the

merchandise to sell standard.

Empty green trays – check that they are clean, and then if there is more stock that can be placed inside. If not, then place the tray upside down and cover the Point of Sale label and put a out of stock label over the product shelf edge label.


Products should be displayed the right way up with the front of the packaging clearly visible and presented for the customer.

Rubbish and debris – this finds its way nearly anywhere. There aren’t any bins on the shop floor so it is your responsibility to do a regular ‘Clean As You Go’ sweep of your section from time to time, removing any rubbish as you do.

SLIDE 34/35: SPOT THE HAZARDS

Signage needs regular checking. Not only do they need to be accurate in terms of information displayed, but they need to be clean and free from sticky spillage residue.

Make sure that the gap between mods is clear

of any dust or debris, remember that our

customers can see this!

Messy green trays! Would you pick a carrot from this selection? Remove loose bags and any debris from the customers’ view, especially within trays or sections where the product is unpackaged.

Damaged, faulty or missing equipment – if you find something in

state of disrepair or that it is missing, you will need

to report it back to your helpdesk. Replacement

equipment is available or a technician can come and fix anything that is broken.

Produce or rubbish on the floor – this can be a safety hazard as well as

looking untidy.

HAZARD PHOTO 2 - ANSWERS


COACHING TIPIf slides are difficult to see, have volunteers

queue at front of room and complete this

activity one at a time.

This is a game of observational skill and speed.

Explain rules and play game.

SLIDE 36/37: WELL DONE / DELICIOUS OR...

TO DO

THE GAME

DELICIOUS OR DISASTROUS GAMEPurpose: to point out that customer perception is influenced in a split second.

Instructions• Take two seconds to examine each of the photographs on the following slides, and decide which one contains a hazard...

• Photo A is on the left. Photo B is on the right. Find the one that contains a disaster.

Coaching TipWe notice a lot more than we are consciously aware of.

That means that even a customer who is running through your produce department to get some emergency crisps will be influenced by how clean and tidy the produce section is.

DISASTROUSDELICIOUS or


The central green tray along the top row is missing. This generally looks untidy and unappealing, and it can expose dirt and debris that lies under the display unit to customers.

The kick panels are dirty. This is unattractive to the customer.

ANSWERS

PHOTO A

MMM... DELICIOUS!

A-OKAY!

PHOTO A

PHOTO B

PHOTO B

SLIDE 38: DELICIOUS OR DISASTROUS


DISASTROUS

DISASTROUS


ANSWERS

AWESOME!

AWESOME!

PHOTO A

PHOTO A

PHOTO B

PHOTO B

Messy displays and misplaced produce can make our department feel like a mess.



DISASTROUS

The tray liners are covering the produce, these should be folded around the tray.

DISASTROUS

DISASTROUS


PRACTICAL APPLICATION

20minutes

SLIDE 42: GO CLEAN!

PRACTICAL ACTIVITYPurpose: to apply concepts learnt; to reinforce learning, aid procedural memory and support behavioural change.

REMEMBER!Make sure you’ve

checked with managers before this activity and

planned which mods to clean.

CLEANING IS QUICK

BE THE HOST

ALWAYS AIM FOR SPARKLING

NOTICE ANY PROBLEMS


Instructions

Walk out to shop floor. Divide participants into pairs & assign sections to clean. After 5 minutes, call ‘time’ & ask participants back to classroom.

Your aim is to get your mod as sparkling and wonderful as possible.

Take every opportunity to interact with customers.

THE ACTIVITY

COACHING TIPWe are not in a race, but

it’s important to be aware that when we’re proactive, cleaning doesn’t take that

long. It’s something we should keep up on so that it doesn’t get overwhelming.

Explain activity, review pointers and oversee shopfloor cleaning.

TO DO


• What was found? • Did you feel any differently when on the floor? • Did you notice more things? • Things you wouldn’t normally observe? • Is that how you normally work in your zone? • Why/why not? • What keeps you and your colleagues from this level of clean? • What are your obstacles? • What did you find that you would improve? • Were you surprised at what you saw when you were paying attention?

THE DEBRIEF

Ask any of the following questions...

SLIDE 43: THE THREE PEAS

WRAP UP

Persistance takes planning

Identify 3 things you can do to...

• Maintain this level of vigilance around standards and cleanliness?

• Continue to raise your standards?

Complete this goal-setting in your participant guides.




Key learning points


section.

TO DO


• How cleanliness affects the customer

• Taking charge of your zone

• ‘Spot the hazard’ perception activity

• Cleaning practical activity

Next up?EPIC

APPLES!

The power of abundance

EPICAPPLES


40 minutes

WARM UP

10 minutes

WHAT ABUNDANT LOOKS LIKE

10 minutes


15 minutes

WRAP UP10 minutes

P. 56

P. 58

P. 62

P. 65


• Chairs

Instructions

Have several volunteers play musical chairs,getting more frantic until it becomes a real scramble, hopefully getting people to scramble and push a bit.

WARM UP

10minutes

SLIDE 45/46: EPIC APPLES / ONE CHAIR SHORT

Direct a short game of musical chairs and lead a discussion about how people

react to scarcity and how it feels.

TO DO

THE GAME

ONE CHAIR SHORT - ABUNDANCE GAMEPurpose: shows behaviour and feelings in a scarcity situation so the contrast of abundance is clearly felt. A memorable activity for kinesthetic learners.

CRUNCHTIME • THE POWER OF ABUNDANCE COLLEAGUE FACILITATOR GUIDE56

Ask any of the following questions...

• How did you feel when you were the person without the chair? • How did you find yourself behaving while the music was playing? • What did you notice about your feelings? • What were you thinking? • What sensations did you notice? (Muscular tension? Racing heart?) • Were you willing to push, shove, rush? • Do you ever act like this in your daily life? • Do you see others acting like this? • Examples? (e.g., tube strike, shop floor?)• How would be behave differently when we have abundance? • What if there were enough chairs? • How would we feel differently?

THE DEBRIEF

Abundance affects how we

feel...

Abundant displays are essential to

make customers happy!

What are the features of an abundant display?

• No gaps - follow the GAP process• Level displays - or overwhelming• Food replenished and replaced across evenly• Additional layers• Replace empty trays underneath the top tray

TO SAY

SLIDE 47: WHAT ABUNDANT LOOKS LIKE

THE POWER OF ABUNDANCE • CRUNCHTIME 57COLLEAGUE FACILITATOR GUIDE

WHAT ABUNDANT LOOKS LIKE

SLIDE 48: DON’T BRUISE THE BANANAS

ABUNDANCE GAMEPurpose: shows behaviour and feelings in a scarcity situation so the contrast of abundance is clearly felt. A memorable activity for kinesthetic learners.

10minutes

Instructions

Have participants locate the ‘don’t bruise the bananas’ activity in their guides.

Give participants 10 seconds to list the DO’s and DONT’S of creating abundant displays for each of the following produce items.

Coaching Tip

There are do’s and dont’s for each kind of fruit and veg. This activity should help us review how to best display our most popular items.

THE GAME


DoReplenish frequently. Bananas are popular.Clean the hammocks before replenishing.

Don’tDo not overfill or stack bunches on top of each other.Do not display in a draft. Bananas get ruined in the cold.

CHECK ANSWERS

DoKeep tray liners in place to prevent dehydration where necessary.Maintain tray height levels by replacing empty trays under the top layer.Ensure stock is fully rotated.

Don’tDo not allow the tray to become less than half full.Do not stock above the lip of the tray.Do not put more than half a case on top of full cases.Do not overfill products especially if they can roll off.

CHECK ANSWERS

SLIDE 49: BEAUTIFUL BANANAS

SLIDE 50: TREMENDOUS TOMATOES


CHECK ANSWERS

DoBuild up stock to the front of the MU.Ensure product have A4 POS attached to front of MU.

Don’t Do not overfill products into adjoining MUs.Do not overfill to cover stripping on above shelves.

CHECK ANSWERS

SLIDE 51: PERFECT POTATOES

SLIDE 52: AWESOME APPLES

DoWhen decanting apples, always use the place pack in-between the products. All additional layers should be decanted by hand. Maintain tray height levels by replacing empty trays/boxes under the top layer. Ensure stock is properly rotated.

Don’tDo not remove place pack.Do not add more than one extra layer.If you overfill them they will roll off and get damaged


DoMaintain box height levels.Ensure stock is properly rotated.Products face the customer and are the right way round.

Don’tDo not overfill.Do not stack more than one layer high.Do not damage products underneath.

SLIDE 53: GREAT GRAPES

CHECK ANSWERS



20minutes

SLIDE 54: PRACTICAL ABUNDANCE

PRACTICAL ACTIVITYPurpose: to apply concepts learnt; to reinforce learning, aid procedural memory and support behavioural change.

COACHING TIPUse the EPIC APPLES guide book to coach participants during

activity

Instructions

Ask participants to return to the pairs or groups they were in for the Standards & Cleanliness Practical Activity. Each pair will return to the section they cleaned, but this time, they will focus on making it appear more abundant.

Coaching Tips

There are particular things to pay attention to with each type of display we approach.

Colleagues should return ready to report on the changes they made to what they saw - and how they did it.

THE ACTIVITY

Explain shop floor activity and set time limit.

TO DO




Key learning points

Review key learning points of this section.

TO DO


• How abundance affects the customer

• What abundance looks like

• Top tips for abundant displays

• Abundance practical activity

Next up?SUSTAIN

YOUR CHANGE!

ABUNDANCE TAKE AWAYS

Ask participants to think of 3 ways they can

use their PRODUCE WEEKLY UPDATE and

the LOVE CAMPAIGNS to apply Abundant

ideas to their displays.

Have participants record these ideas in their

guides. Ask volunteers to share ideas.


SLIDE 55: SUSTAIN YOUR CHANGE

SLIDE 56: CRUNCHTIME!

IT’S TIME TO THINK ABOUT OUR ROLE IN IMPROVING CUSTOMER

PERCEPTION THROUGH...

SESSION WRAP UP

This is the day your jobs got better...This is the day our customers got happier...This is the day we changed Tesco produce...

THIS IS CHANGE FROM THE CORE.

Let’s plan what changes when we return to work.

Have participants write top 3 priorities in their guides.

COACHING TIP

Ask participants to plan their post workshop activities.

TO DO

10minutes


Media Zoo Learning & Development

Documents

CRUNCHTIME - Greenfrog Creative · service/greengrocer contests • Facilitator and participant guides • Party poppers &/or confetti cannons • Greengrocer straw hat and apron