Pizza Today - December 2015 - 32

servers most proficient at their job).
"Just because you're
Barry Childers, owner of Barry's
Pizza and Italian Diner in Houston,
a good server doesn't
says that a hands-on approach allows
mean you're a good
pizzeria leadership to observe the
conduct and skills of potential trainers. trainer, so (look for) a
Manager evaluations are also used to
person who has good
identify over-performers and talented
training capabilities."
future trainers.
And both Jeff Constance, COO of Pi - Aaron Noveshen The Culinary Edge
Pizzeria, and Childers observe leaders
organically emerging at their pizzerias
when employees gravitate to a specific
member on the serving team for help
materials like Leadership 101 by Robert
and information.
Maxwell and teaches trainers effective
"That is a natural phenomenon in a
communication techniques.
team - somebody is going to rise to
"When a trainer opens their mouth,
the top as a leader," says Childers.
there's an intent behind it," says
From its inception in 1983, Barry's
Childers. "They should have a good idea
Pizza and Italian Diner used shadowing of what the end result of a conversation
to train servers. The training program
is going to be or what they want it to be
has evolved from unstructured -- where before they start that conversation."
Childers simply chose his best server
Noveshen takes a different approach
and had a trainee learn from them -- to -- he recommends developing a "traina structured seven-day program. At the
the-trainer" course, which he describes
end of each shift, a test on the knowlas "... like training to be a teacher." He
edge imparted by the trainer throughexplains that this type of course should
out the shift is administered, with the
have a seminar-style format, which
knowledge of each day building on the
includes role playing various situations
last.
involving how to teach people with
"For the first several shifts, the trainthe trainers, and equipping them with
ee follows (the trainer)," says Childers.
knowledge on elements like different
"And then we flip them once they know types of learning styles and how to
their menu items, which is a test during motivate people.
the process, and the trainer follows
Using a testing process is the optimal
the trainee and critiques, coaches and
way to determine if a trainee is ready to
teaches."
serve unsupervised. Noveshen suggests
While the trainers use the seven-day
that the test contain both a written --
training program as a basis for their
most suitable for testing menu knowlteaching, Childers uses an interactive
edge, like "What are the ingredients in
and intimate approach to ensure that
this dish?" or "What are the allergens
the trainers have the information and
associated (with this dish)?" -- as well
skill set they need to be constructive in
as oral and demonstrative components,
their training.
where an employee might be tested on
"It's very frequently one-on-onetheir knowledge of serving according
conversations with management so that to the company's brand or their wine[the trainers] get the specific informaopening skills.
tion that we want to impart in the
way that we want to impart it," says
Before they hit the floor solo at
Childers. "So there's a lot of contact
Pi Pizzeria, trainees complete a quiz
with management as your trainers are
on product knowledge and general
learning and as your trainers are traininformation (like directions to the store,
ing."
the details of why the concept is called
He also asks his servers to read
Pi, their location's Web site and Twitter
3 2 / P I Z Z AT O D AY. C O M / D E C E M B E R 2 0 1 5

handle and at which location President
Barack Obama dined) after typically
training/shadowing for five to seven
days. Managers and trainers, along with
the trainee themselves, also discuss
whether they feel the trainee is ready.
At Barry's Pizza and Italian Diner, a
written test is administered, including a
menu knowledge and skills test. If this
uncovers weak points, training may be
extended by one or two days to address
the skills needing improvement.
And, when they're ready to work
alone, these servers are given a smaller
section and supervised.
"We watch them grow up," says
Childers. n
CARIMÉ LANE is a freelance writer based
in Vancouver, B.C. She specializes in
restaurants and health articles.

Critiques that count
Constructive criticism is an integral element during the shadow training process.
Jill Anthony, president and owner of
Extraordinary Servers, shares four keys
to effectively delivering constructive
criticism:
* Start positive. Lead with encouraging
comments about what your trainee did
well - then, elaborate on areas needing
improvement.
* Be specific. Rather than giving a vague
critique, pinpoint a specific action. For
instance, don't tell your trainee to improve
their tableside manner, tell them they
need to work on their positive energy, or a
specific step of service.
* Provide tools. Give employees
practical means to fix their mistakes. If
they need to work on their spiel at the
start of service, for example, the trainer
should help by role playing and providing
feedback.
* Refer to written guidelines. Circle
the skill the trainee needs to work in
the training program curriculum and talk
about it. The trainee then knows what
to re-study at home before the next shift
starts.

http://www.PIZZATODAY.COM

Pizza Today - December 2015

Table of Contents for the Digital Edition of Pizza Today - December 2015