CFA Trainer Authority

CFA Trainer Authority

By Stephanie Harris

Multiple Choice

What shouldn't you do while handling team members?

• Stay calm and level headed

• Stay consistent

• Use your position to your advantage

• Listen, then provide clear feedback/expectations

• Enforce rules (explain why) + check in with everyone involved

Handling team members

1. Stay calm and level headed

   1. Remain a 3rd party and neutral.

2. Listen and provide clear feedback or expectations

   1. Understand both sides w/o picking a side then set clear expectations​

3. Be consistent

   1. Hold true to your expectations and treat everyone equally​

4. Enforce rules (explain why) and check in with everyone involved

   1. Tell them why the rule is in place and afterwards make sure everyone is okay and there are no hard feelings.​

Multiple Choice

You notice two team members arguing (bickering, squabbling, etc.). What do you do?

• Step in and separate them

• Find leadership

• Make a funny comment to lighten the mood

• Pull them aside alone to talk about the issue

Find leadership as soon as possible to handle the situation because this calls for serious discipline.

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Leaders are equip to dig deeper into the real issue because this is likely an ongoing problem between the team members. ​

Team Member Conflict

Multiple Choice

You overhear some team members talking negatively about another person on the team. What do you do?

• Get leadership

• Use our CFA models to correct their behavior

• Tell the person what was said about them to let them handle it

• Spread the gossip around

If the behavior is repeated more than once, notify leadership for discipline matters. This is above your pay grade, you don't have to be a bad guy.

​Take it to Leadership

Lead by example! Be polite when correcting and utilize your tools (ASPYRE, Civility Code) that they signed off on.

​Trainer

Gossiping/Chatting

Multiple Choice

During training, your trainee has a negative tone. What can you do?

• Get leadership

• Lead by example with CORE 4

• Share their tone

• Tell them to leave

If tone is continuous, leadership can have a conversation with them to discuss personal matters and see if there is anything we can do to help. ​

​Leader

Use CORE 4 + Civility Code.

Ask questions

• How are you

• Is there something you do understand

​Trainer

Negative tone

Multiple Choice

While training a new team member, they do things their own way (even after simple correction). What do you do?

• Explain why we do things a specific way

• Get leadership

• Let it slide/Ignore it

• "I'm the trainer, I know how this position works!"

Use your tools to explain why we do it the way we do!

• Pathway

• Food safety

• Guest safety

• Equipment or store safety​

Trainers should all be training the same (Pathway Way)! Was it a team member, a leaders, a previous job? Identify how they got that info.

​Ask where the info came from

Tries to undermine trainer

​Explain why

Multiple Select

Your trainee isn't understanding how to properly handle their position. What can you do?

• Discuss with training team

• Use pathway

• Keep trying to explain in different ways

• Pinpoint where they're struggling

Ask fellow trainers or leadership for ideas ​on what to do.

Discuss w/ training team

​

Utilize pathway to allow them to read it themselves and gain a better understanding.

Don't give up! The most discouraging thing ever is to have no support. Support your trainee to the best of your ability.

Identify the problem to work on it. Once you know it, allow trainee to practice without stress and then let them try again.

Use Pathway​

Keep Trying

Pinpoint Problem

​

Trainee Doesn't Want to Take Over

Eventually they have to just do it! Tell them to step into position and try their best. You will be right there to support them for anything! Be their support!

​Get Them to Do It!

Is there something they are afraid of, don't understand, not sure of?

​Find Out Why

​Put Yourself in Their Shoes

How did you overcome that fear? Share that with them. Remind them that they aren't supposed to be perfect, otherwise they wouldn't need you there for support!

Multiple Select

The new team member that you are training is quiet and reserved. How can you get them to warm up to you/the team and come out of their shell?

• Put yourself in their shoes

• Ask questions and get to know them

• Include them on conversations with other team members

• Use their first name

​Quiet Team Member

1. Put yourself in their shoes

   1. Young, new environment, first job​, etc.

2. ​Ask questions and get to know them

   1. Getting to know them will help break the ice ​

3. ​Include them on conversations with other team members

   1. Introduce them to others so they feel like part of the team

4. ​Use their first name

   1. By using their first name, you make more of a connection and it helps others around you learn their name as well.

Multiple Choice

You correct a team member and they ignore your correction. How do you handle this?

• Use your position to your advantage

• Let them keep doing it

• Yell at them

• Get leadership

Team Member doesn't listen

Is it not your job to discipline team members, but you should be enforcing rules. When the team member says no or won't listen, that is beyond you, that is leadership.

​Get leadership

Multiple Choice

Your trainee is getting behind in their position. What should you do?

• Check on them; Tell them to move so you can get caught up

• Check on them; Ask them if they need help getting caught up

• Check on them; Don't step in, let them handle it

• Check on them; Tell them you're gonna help them get caught up then step back again

Know when to step in and help

Once the screen gets yellow or on the 2nd row it's time to jump in.

This happens quickly, so you need to be right there! Ask them questions and keep them engaged to help work through stressful moments and identify when to help them.

Multiple Choice

As a trainer, can you just refund orders as a part of H.E.A.R.D.?

• Yes

• No

Leaders are supposed to find the receipt and verify the items are correct. They can look up by items, time/date, last 4 card #, & how it was taken (IPOS, register, mobile).

Receipt Viewer

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Once the order is verified, the leader puts it into the Guest Care Log spreed sheet with date, name, missing items, and the leader who took the call.

Guest Care Log

​

Leaders have to check the care log to see what items need promo-freed, and to hold guests accountable. ​

Verify care log at Pick Up

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Open Ended

How can you demonstrate the CORE 4 and other CFA models daily?

Multiple Select

A team member is being too playful. How can you handle this?

• Lead by example. Know when to goof around and when to get serious

• Find 'busy work'

• Tell them to knock it off

• Put them somewhere else

​Too Playful

Lead by example! Know when to play and when to work.

Find something proactive for them to do:​

• ​Checklists

• Stocking

• Ask them questions (about position, life, work, etc.)​

Multiple Choice

While working in the Drive Thru, a team member asks a question over the walkie talkie. Who can answer it?

• Leaders only

• Trainers and up

• Anyone who can answer the question

• Drive thru bagger only

Multiple Select

What are bad examples of talking over the walkie talkie?

• Animal noises

• Yelling

• Name calling

• Evaluated language

• Order questions

Elevated Language throughout the Store

Lead by example

​Be polite, kind, and aware of your surroundings. Guests, team members, and more are listening to the things you do and say while you're working. Team members will even repeat your actions in the future.

​Know when to have fun and when to get to work

Our team is super playful! However, sometimes we have to reign that in to focus on the task at hand. Conversations can be had while work is getting done!

Multiple Choice

Trainers do not have to listen to leadership

• True

• False

Listening to Leadership

Trainers have to listen to leadership and help enforce rules and set ups put into place.

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For example, ​lines ups and the training schedule are not suggestions. They are put in place for a reason, so please follow them unless told otherwise by a director.

Open Ended

My favorite part of being a trainer is...