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21 Cards in this Set
- Front
- Back
- 3rd side (hint)
What are the 4 steps of being a crew trainer?
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Prepare, present, try out, follow up
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P_______
P______ T__ o__ F_____ u_ |
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What is the McDonald's brand promise?
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Crew satisfaction, Quality, Service, Cleanliness, and Value
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Think along the lines of QSC&V!
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What are the parts of crew satisfaction?
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Crew satisfaction is when a crew member feels confident, is projecting a positive attitude, feels a part of the team, and feels like they're treated with respect and valued.
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Page 6 in your crew trainer workbook covers these in detail! 4 parts
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What is quality?
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Hot and fresh food
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What is service?
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Our service should be fast, accurate, and friendly.
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What is cleanliness?
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Our restaurant should be clean and the managers and crew should display good hygiene
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What is value?
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Giving the customer their money's worth
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Why is the brand promise critical?
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The guests leave with a smile, they come back more frequently, and they tell friends
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What is your role as a coach?
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Encourage and support trainees, correct behaviors outside of training, complimenting good behaviors, and encouraging the crew to smile
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Who do crew trainers communicate with?
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Crew, managers, and guests
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How should you communicate in the restaurant?
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With courtesy and respect, speaking clearly, listening actively, and by being patient
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What are some things you can do to better communicate with those who speak different languages?
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Avoid slang, learn key words in that language, user gestures, use training SOC's
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What is appreciative feedback?
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Giving positive compliments on what the person is doing well
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What is constructive feedback?
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It corrects a bad behavior in a positive way
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What is effective feedback?
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Appreciative + Constructive feedback
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What is the first step of being a crew trainer? What does it entail?
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Prepare: Read the trainers notes, trainers tools, and tips job aids
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What is the second step of being a crew trainer?
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Present: Use the e-learning courses, or training SOC's
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What is the third step in being a crew trainer? What does it entail?
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Try Out : Use station guides and service reminders. Refer to Training SOC's for more detail
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What is the fourth step of being a crew trainer? What does it entail?
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Follow up : Use the follow up SOC's for verification
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What is a Foundation Course?
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It's the course that all new employees must take to cover the basics of professionalism and hygiene
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What are the two parts to being an expert?
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Knowing what to do at a station and evaluating the skills of a trainee at the station
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