The Capital GrilleCertified Trainer Program

CT Expectations

• Our goal is for each of us to have superior company and product knowledge so that each of us can be brand ambassadors.

• To continuously develop our own skill set and to train and develop skills of new and current team members.

• Empowerment to guide and influence all team members in salesmanship, specifications, standard operating procedures, EDGE opportunities, and guest connections.

CT Requirements• Constant positive attitude and crisp, clean image• Excellent training and people skills and respected by team members• Takes pride in career performance• Passion for delivering personalized guest experiences• Knows and teaches the company brand promise and lives our core

values• Confidence and competence to train their position• Attendance to regular CT meetings to review updated material.

CT Responsibilities

• Conduct new team member training, ensuring new team members are capable of performing their role to the best of their ability.

• Supports management team in providing ongoing training to hourly team members.

• Personally adheres to and role models operating company standards.

• Works team member positions as scheduled, filling critical roles.

CT Leadership Skills

• Focuses on guest service - takes personal responsibility for service excellence

• Acts with character and integrity - never turns one’s head on a standard

• Sets high standards of excellence - ensures all systems and procedures are followed without exception

• Connects and engages with others - develops a climate of respect and remains approachable to answer questions

• Demonstrates team orientation - contributes to strength of the team

CT Best Practices

• Training means you work your shift as a Trainer. It does not mean that you work your regular shift and just have the team member shadow you.

• Teach as you work, explaining the hows and whys of each step.

• Be sure the new team member gets extra practice in the tasks they need. This is their only opportunity to learn their new job.

• Ensure you know the most up to date information presented in the regular CT meetings.

Training OverviewThe Certified Trainer

Trainer Expertise

• DASH POS functions• Group Dining• The Spiel• Menu Descriptions and Plating• EDGE language• Expert Salesmanship

Training Expectations

• Present the knowledge and skills needed for success• Coach and evaluate performance• Provide honest, specific, and constructive feedback• Follow and teach our core values• Use your EDGE card to make the best decisions• Provide solutions when faced with challenges

Training Guide

• Every team member consistently gets the same great training experience

• Don’t skip information• Use the schedules and checklists to organize information• Give specific and constructive feedback to the new team

member• Answer all questions. If you do not know, find out• Use the communication tool to convey progress,

strengths, and opportunites

Trainer Checklists

• Make a good first impression and show that you are an expert and a leader.

• Confirm that all training materials are brought to each shift.

• Read and follow the Focus for each shift, making appropriate comments.

• Grade and keep all quizzes in the trainer packet.• EDGE must be a constant focus throughout training. • Review the EDGE Basic 10, Team Service Goal, and Core

Values.

Typical Training Day• Starts with… clocking in under Trainee job code• Verify Dress and Appearance standards are met• Discuss and answer questions about prior training day• Teach the execution of sidework and standards of working clean• Ends with… you and the new team member briefly meeting with

the manager to “report out” about that day’s training• Utilize CT communication tool to share the progress made with

other CTs

Training Class

• Before or After Completing the Shift• Review of EDGE card and Training Manual, Answers to

Quizzes, Presentation of Menu Items, Descriptive and Suggestive Selling

• Utilize the menu checklist to ensure the new team member experiences and can precisely describe every menu item

• New Trainers sit in on an experienced Trainer’s session before teaching their own class

Trainer Packet

• Trainers Checklists for each day• Shift Focus• Menu Checklist• Quizzes• CT Communications• Specific Feedback

The Capital GrilleTrain The Trainer Workshop

You Will Learn Today• Training Techniques and Styles• Adult Learning Characteristics• Benefits and Obstacles of Training

Objective: Successful ongoing training will maintain high standards in

the restaurant, ensure food quality, excellent service, and a true concern for the Guest.

An Individual’s Performance

Components of Performance:• Knowledge – Has all the necessary facts and information• Skill – Ability to use and apply knowledge• Attitude – Has a good and positive attitude that is

supportive of The Capital Grille’s goals

Identify Performance Problems

If knowledge, skill level, or attitude does not meet The Capital Grille standards, develop a plan to impact the problem area.Knowledge – Have Trainee review information in the manual and re-test. Learning through repetition.Skill – Trainee should go through additional on-the-job training. More practice.Attitude – Explain how important having a good attitude is and explain that The Capital Grille encourages us to use our unique personalities.

Your Role As A Trainer

• Instruct the trainee on his/her job functions• Demonstrate the knowledge, skills, and attitude necessary

to successfully perform the job.• Support the trainee throughout the training process by

providing guidance, coaching, testing, and feedback.Determine methods and styles best fit you. Good trainers can be very different from each other. Establish your training identity.

Your Trainer IdentitySmile Be receptive to better ideas

Take pride in yourself Never have the attitude “that’s not my job”

Be a role model – one who your trainee strives to be like

Never take short cuts – always maintain high standards – all eyes are on you

Be a leader – do not get caught up in petty things

Look for ways to avoid waste

Go above and beyond – do more than is expected

Function effectively and smoothly at all times – maintain your cool and don’t give up

Program Success

• Success of the training programs depends on the people• The Trainers, Trainees, and Managers must possess and

display the proper qualifications and characteristics• New hires must possess the necessary qualifications and

characteristics to do their job.• Trainers must incorporate certain qualities and

characteristics into their training style to successfully develop team members and trainees.

Trainer Qualities and Characteristics

Good attitude, teamwork, take pride in your job and in yourself, have genuine guest concern

Be open minded and receptive to new ideas, have patience and flexibility, and be positive

Know the facts necessary for your job – You must know it to teach it

Be honest, sincere, understanding, and realistic to set a tone for trust and cooperation

Transfer knowledge into performance by developing your skills through practice

Earn respect and support of others by establishing credibility through consistency and dependability

Take pride in your personal appearance

Have the desire to teach, train, guide, and influence

Have excellent communication skills to get ideas across and understand others

Be passionate and enthusiastic about your subject when teaching

Training is Learning

• Understand the needs and characteristics of the trainee• Be acquainted with how people learn• Learning is defined as a change in behavior as a

result of experience• Create a training environment for successful learning

experience• Treat your trainees as you would want to be treated when

starting a new job

Adult Learners

• Adult learners are different than younger learners• They have awareness of their abilities and experience• Requires more involvement in the learning process• Learn best in an environment of low anxiety and freedom

to experiment• Eager when their past experience is used as a learning

resource

Adult LearningIndependent and self-directed, so the trainer is a resource of learning, not a total director of learning

Has high long-term memory, but low short-term memory – prefers problem solving approach rather than subject matter approach

Relates new material to their past experiences and builds on previous knowledge

Prefers accuracy versus speed

Readiness and eagerness to learn is based on current life situations

May underestimate their ability to learn or have a lack of confidence – need to feel comfortable

Needs to be provided with frequent practice opportunities – wants to learn things that have immediate application

Time is of critical importance – always start and finish on time

Learning Principles

• Set Expectations – give the whole picture, clearly defining goals, settling fears, doubts, and questions

• Interest – it’s your responsibility to hold the trainee’s attention and make your sessions interesting by you being interested and enthusiastic

• Motivation – set goals and use feedback and praise to strengthen learning

• Participation – actively involve trainees through asking questions, hands-on practice, quizzes, and group discussions

Learning Principles

• Immediately apply learned procedures – use the four step process of TELL, SHOW, DO, & REVIEW

• Appeal to the Senses – Smell, Hear, See, Touch, and Taste – use normal experience to explain the hows and whys

• Logic – present ideas in a clear matter that makes sense to enable the trainee’s mind to promptly and successfully process new information

• Repetition – practice a skill over and over and present points in various ways

Communication SkillsVOICE

volume – make sure trainee can hear youpace – do not speak too quickly or too slowlypronunciation – pronounce words clearly so that trainee does

not have to concentrate on understandingcomparison – emphasizing similarity between one concept to

anotherdescriptive words – clarify meaning

Communication Skills

LISTENundivided attention – stop and listenunderstanding – take on responsibility to understand

what is saidlisten to understand – do not try to prove the speaker

wrong – first understand, then evaluate and critique

listen for main ideas – use your mind to identify specific facts or statements to support ideas

Communication Skills

EYE CONTACTMaintain eye contact and look directly at the trainee to

assure you are being understood

MANNERISMPresent yourself through gestures or actions in a friendly,

positive manner such as displaying a command presence

Trainee PersonalitiesThe Dominator The Complicator

The Clown The Side Tracker

The Optimist The Talker

The Disputer The Reader

The Quiet One The Late Comer

Asking Questions

• The Direct Question • The Indirect Question

Congratulations!Welcome to the Certified Training

Team