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Certified Trainer and Coordinator

“Everybody wants to be the chief before they have done everything else to be a brave.”

- Lou Holtz, former Notre Dame head football coach

What is this role?

This is the first step in leadership is as a Certified Trainer or an Area Coordinator.

The Certified Trainer Handbook

What is required?

Model | Train | Care | Support

Certified Trainer Job Description

What is in it for you?

Personal and professional growth that is useful in the business and life.

A first step in to a leadership role.

Potential for a pay rate change to between $11.00-14.99 per hour.

Key Responsibilities

Model:
- Set the example for Chick-fil-A culture and Winning Hearts Every Day strategy with the following:
  - Chick-fil-A Inc and Vicksburg's Core Values.
  - Clean & Safe Environment: modeling safety and cleanliness standards
  - Great Food: preparing food according to food safety and operational standards as found in Pathway and on Sidekicks
  - Fast & Accurate Service: working with speed and efficiency to deliver the correct order
  - Genuine Hospitality: caring personally for every Guest, especially if a Guest is unhappy
Train:
- Conduct Team Member training according to Chick-fil-A, Inc. brand standards.
- Connecting with Team Members personally to welcome them to the Chick-fil-A family
- Proactively engaging in issues that could negatively impact operations
- Using the demonstrate, imitate, repeat method and rotational training to equip Team Members
- Identifying and correcting any variation from Chick-fil-A, Inc. brand standards in a way that is clear, kind, and encouraging
Care:
- Caring for them personally and answering questions
- Inviting them to watch your rotational training and how you use demonstrate, imitate, repeat
- Working together to ensure they can locate and model Chick-fil-A, Inc. brand standards in Pathway and on Sidekicks
- Modeling cleanliness and personal appearance standards
- Train, encourage, and support Team Members.
- Working alongside Team Members in a way that is kind and builds confidence
Support:
- Tracking Team Member training using the tool provided and identifying any additional training needs
- Assisting Team Leaders and Supervisors to identify Team Member training needs

The 5 Competencies

Knows and Executes the Restaurant
- Follows corporate operating and brand standards (Food Safety, Food Quality, Cleanliness, Hospitality, Fast Service, etc.)
- Anticipates and resolves Restaurant issues promptly
- Properly uses and maintains equipment and facilities
Embodies Core Values
- Chick-fil-A Inc
  - Here to Serve: Serves others to grow our business and enrich our culture
  - Better Together: Fosters teamwork by building trust, authenticity, community and mutual respect
  - Purpose Driven: Seeks to have a greater impact no matter the size of the task
  - Pursue What's Next: Has a growth mindset about the future
- Chick-fil-A Vicksburg
  - Commitment to Excellence
  - Integrity
  - Others First
  - Fun
  - Stewardship
  - Working Together
Communicates Clearly
- Leverages resources and tools (Pathway, Sidekicks, Quality Photos, ORG, etc.)
- Is patient and creative by adapting the style and speed of their communication to the needs of others
- Prepares well to ensure they know what they are talking about
- Expresses self clearly, directly, and accurately and remains calm under pressure
Connects Personally
- Notices, interprets and anticipates others' concerns, needs, and motivations
- Quickly builds trust and credibility with others
Shows Ownership
- Holds self-accountable for performance in both their assigned role and the team's results
- Follows through on things they said they would do

Pathway

Pathway is your most important operational and training resource. We expect you to leverage Pathway, Sidekicks, and other Chick-fil-A job aides to ensure that you and those you train are following Chick-fil-A operating standards. You should:

Prepare for your operational and training positions by reviewing relevant Pathway content.
Use Pathway videos during the demonstration portion of training; and
Direct Team Members to Pathway and other job aids to answer their questions so that they are familiar with these resources when you leave.
Be 100% in all of your assigned training.

It is essential that you do not pass along local practices— “This is how we have always done it.”—while you are working or training others.

Certified Trainer Test - FOH

Certified Trainer Test - BOH

Key required tasks or learnings

Everything from all previous Growth Path steps before plus:

4-Step Training Model: Tell them, Show Them, Let Them, Coach Them
Knowledge and proficiency in procedures, recipes, and requirements
eRQA and SAFE Daily Critical Execution
Opening/Closing safety, food safety, and security procedures
Pathway Training Plans management

Complete the below activities and then complete the "Self Investment Activity form" for each item. This will keep track of your development progress and be able to help you apply what you have learned.

Self Investment Activity form

The 4 Stages of Leadership.

Watch this video as a thought primer to your leadership development journey. Do you see yourself at one stage currently? What will it take to move to the next stage?

Read

If you want to change the world, start off by making your bed.

On May 17, 2014, Admiral William H. McRaven addressed the graduating class of the University of Texas at Austin on their Commencement day.

"Leaders must be direct" article by Alex Vann

Listen

Manager Tools Podcast

https://www.manager-tools.com/2009/11/owning-inputs-part-1

Watch

This book, the 7 habits of highly effective people by Stephen Covey, has touched millions of people's lives – it's one of, if not THE, most well know success books out there. There are literally 1000's of success books out there, so why should this one be any different? Stephen Covey researched the last 200 years of success literature and found something interesting.. In the last 50 years, most of the books have been focused on the personality ethic - Things like public image, how you dress, how you perform in social interactions, positive mental attitude, skills and techniques to get people to behave in certain ways. These books focus on how to appear rather than how to actually be.

The 7 habits of highly effective people takes an inside out approach – it focuses on the character ethic rather than the personality ethic.

1 - be proactive

2 - begin with the end in mind

3 - put first things first

4 - think win win

5 - seek first to understand then to be understood

6 - synergy

7 - sharpen the saw

Articles to read and discuss with your trainer/mentor/coach

Giving Feedback When You’re Conflict Averse.pdf

Giving Feedback When You're Conflict Averse

The Feedback Model Shownotes.pdf

The Feedback Model

20141003143653.pdf

No more excuses

Pay Attention To Behavior Shownotes.pdf

Pay attention to Behavior

Intro to Leadership. Lead Self

Your capacity to grow determines your capacity to lead. Complete this self-directed course to learn what it takes to lead self before leading others, teams or organizations. Complete the training course as a group or self-paced.

Lead Self website

Responsibility Expression of Interest

It is highly recommended that you complete the ColorCode.com Personality Assessment, the free Tony Robbins DiSC assessment and read the Heart of Leadership prior to completing this expression of interest. Please email reports to 03037@chick-fil-a.com to include with this form.

Responsibility Expression of Interest Form

How to move up:

Be in good employment standing
Show mastery of all assigned positions, roles, training, and coaching
Complete 100% of the Pathway
Pass the Certified Trainer test for FOH and BOH
Complete and document all above-assigned developmental tasks promptly
Complete and document all next-level developmental tasks for promotion
Recommendation from the Managers
Approval by Directors

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