Panera Bread Training Plan
This is the first page of the Cashier Training Plan. It outlines each shift and breaks each one into sections. This is used in conjunction with an online eLearning program called Baguette University. Each position has several eLearning courses to complete online as well as hip-to-hip training with a certified trainer or manager. The eLearning courses on Baguette University incorporate the multiple intelligences by being visually stimulating and interactive. Everything that is written is also spoken aloud by the narrator, making it easier for both audio and visual learners, and clicking on pictures and icons, and participating in interactive practice 'builds' giving the kinesthetic learner something to manipulate.
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This is the second page of the cashier training plan; Shift 1. All associates start off on one training plan, and then once they are certified and comfortable in that area, they cross-train in at least two additional positions. This cross-training ensures that associates work as a team and can help out in as many areas as necessary. Shifts 1-3 are designed to be accomplished with a certified trainer or manager acting as a guide and facilitator of knowledge. They must model appropriate behavior and practice proper procedures at all times. Shift 4 is practice, individual practice and role-playing assistance from trainer or fellow associate.
CLICK on the page for an ENLARGED VIEW Below are some examples of the Baguette University eLearning Program. Each associate has their own account and every associate, new and those fully trained, are regularly taking new courses to stay up to date with new products and procedures. CLICK on each picture for an ENLARGED VIEW |
After a few shifts of hip-to-hip training with a certified trainer, the new associate practices ringing in orders on a register that is in training mode. The training plan includes practice orders and the receipts print out at the end just like in a real transaction. The receipts are reviewed by the trainer and kept with the training plan in the associate's file. The trainer may give the associate a few more practice rings, or point out certain buttons that modify or adjust an order without deleting it completely. The register is complicated and can be very daunting for a new associate, they need a lot of time to familiarize themselves with all the categories, pages, and buttons. It helps to have a trainer there to guide them through the process, but it is also important to give them time to 'play' with it on their own.
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The second part of the cashier ringing practice involves the trainer or a fellow associate acting as a customer. Role-playing helps the new associate get used to the actual interaction with the customer. They practice greetings and steps of service while the trainer plays the role of customers; sometimes acting like they're in a hurry, or they don't know what they want. Other times changing their order several times, modifying sandwiches or salads, or being impatient with the cashier. Role-playing is a great strategy to help the associate (student) become more comfortable with the 'real-world' application of all the knowledge they have gained through the training process. I really enjoy being involved in this part of the training process because I get to 'act out' a lot of the customers that come in everyday. I supply a lot of scenarios so that the new associates have a good idea of what will be expected of them.
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Once practice is over, the new associate works regular shifts with guidance and assistance from fellow associates when needed. They are observed closely by their trainers and once they have had the chance to get comfortable with the position, the trainer completes a Position Observation Form or POF, which certifies the new associate in that position. Each certified trainer is an irreplaceable instructional tool. In order to become a trainer, an associate must show excellent customer service and product knowledge, as well as proper steps of service, procedures, and specifications. They must also attend a workshop designed to 'train' the trainer, where they are instructed on the process of the training plan and shown different instructional strategies to use while training the new associates.
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