Staff Training

by Frank Mitchell

TRAINING—FEEDBACK

Feedback is used in training to assist the learning process, guiding and correcting participants.

After each practice and after the final assessment, we tell the participant what they did well so that they will keep doing it. We also tell them what can be improved, how to improve it, and why our way is better. Corrective feedback that does not include an explanation and a suggested alternative, amounts to little more than criticism and will be perceived as such. “You must do better” is of no practical help whatsoever to the student.

The format for positive feedback is to tell them what they did that was good and why. “You aligned the edges well which will give you a neat fold.” Feedback for improvement starts with what they did wrong, followed by an alternative and an explanation of why the alternative is better. If this explanation is properly done, it is not necessary to include an explanation of why their original action was wrong. “You did not hide the seams of your napkin. If you ensure that all seams are facing inward, the end result will be much more presentable.”

Constructive feedback is concise, accurate, timely, objective and above all, respectful.

Next month we will look at how we follow up our POPPER training in the workplace.

Frank Mitchell’s background is as a private-service butler who then became a head butler at a hotel, and then a butler trainer with the Institute. While he continues to train butlers for the Institute occasionally, his focus for the last decade has been on training hotel, resort, and palace staff in general. He has written several well-received columns for the MBJ over the years and can be contacted via the Institute. 

The Institute is dedicated to raising service standards by broadly disseminating the mindset and superior service expertise of that time-honored, quintessential service provider, the British Butler, updated with modern people skills, and adapted to the needs of modern employers and guests in staffed homes, luxury hotels, resorts, spas, retirement communities, jets, yachts & cruise ships around the world.

Staff Training

by Frank Mitchell

POPPER – REVIEW

Once the participants have completed their practice and you have asked questions to check their understanding, they are ready for assessment. Before you begin, reset everything to zero and check that they have enough materials for the test.

In order to make it fair, you must tell them that the test is starting. Say “You are ready for your assessment. I know you will do well. Please start when you are ready.” Express confidence in them – positivity is infectious. You know they will do well because you would not assess them before they are ready. Test staff members individually, using identical tests.

Time the assessment to check that they meet the performance standard. Do not slow them down by asking them questions or stopping and correcting during the test. Let them complete the task unless they are going to damage something or hurt themselves. After completion, stop the clock and inspect the quality standard. First, tell them whether or not they have passed. They need to know this so that they can relax and concentrate on your feedback.

If there is a written training record to sign (which I strongly advise), indicate the outcome of the assessment, have them sign it and sign it yourself.

This concludes POPPER. Next month we will look at giving feedback.

Frank Mitchell’s background is as a private-service butler who then became a head butler at a hotel, and then a butler trainer with the Institute. While he continues to train butlers for the Institute occasionally, his focus for the last decade has been on training hotel, resort, and palace staff in general. He has written several well-received columns for the MBJ over the years and can be contacted via the Institute. 

The Institute is dedicated to raising service standards by broadly disseminating the mindset and superior service expertise of that time-honored, quintessential service provider, the British Butler, updated with modern people skills, and adapted to the needs of modern employers and guests in staffed homes, luxury hotels, resorts, spas, retirement communities, jets, yachts & cruise ships around the world.

Staff Training

by Frank Mitchell

POPPER – EXPLORE

Questions are vital. They help the trainer gauge the depth and extent of the participants’ understanding. Failure to question students can lead to duplication of action without understanding. They may pass the assessment but be unable to apply the training in real-life.

Ask questions throughout but be aware that asking questions during your demonstration of the required pace for competency may slow you down. For the same reason, ask questions while the participant is practicing, but not during their assessment.

Any time you think to share info, stop and rephrase it as a question. Instead of saying; “Do not rub too hard.” ask; “Why do you think it is important not to rub too hard?” Open questions are far more effective than closed questions.

After the practice, it is important to ask at least two questions that check understanding. These questions are not part of the assessment and cover a scenario not addressed in training.  So, in napkin folding, you might ask; “What will you do if you find a loose thread on a napkin?” Can the participant think and apply? If they answer incorrectly, the participant may still pass the assessment, but require closer supervision in the first few weeks after training.

Next month we will look at the ‘R’ of POPPER which stands for ‘review’.

Frank Mitchell’s background is as a private-service butler who then became a head butler at a hotel, and then a butler trainer with the Institute. While he continues to train butlers for the Institute occasionally, his focus for the last decade has been on training hotel, resort, and palace staff in general. He has written several well-received columns for the MBJ over the years and can be contacted via the Institute. 

The Institute is dedicated to raising service standards by broadly disseminating the mindset and superior service expertise of that time-honored, quintessential service provider, the British Butler, updated with modern people skills, and adapted to the needs of modern employers and guests in staffed homes, luxury hotels, resorts, spas, retirement communities, jets, yachts & cruise ships around the world.