with relevant authorities – where appropriate, contact the relevant government office and speak to personnel there about what is currently required in terms of compliance issues Speak to supervisors – get their input about the job and find out what their expectations are about what workers must be able to do to management – find out what they believe should be included in the training. Often they will have valuable input to make regarding future directions of the business and how those new directions might impact on training content. When you have finished gathering information about the training objectives, you should: Prepare written training objectives – if they have not already been prepared Present your newly written (or revised) training objectives to staff and management – to get feedback about whether or not those objectives will achieve what everyone wants. Decide generic and technical skills, knowledge and attitudes for inclusion in training Generic skills Generic skills are skills that most are required to have in accordance with their nominated workplace roles and responsibilities. Generic skills can be used anywhere throughout the organisation and are seen as the basis for operations and the foundation for training in technical skills. Examples of generic skills are: Showing knowledge of company policies and procedures through workplace behaviour Completing internal documentation Answering the phone
Learning Plan Outline Session Number & Title Time Learning outcomes: Learners will be able to… Training Content (topics) Delivery Application/ Assessment Resources 1 Introduction 15 minutes 8.30 am – 8.45 am Introduction Welcome Mobile phones Toilets Class participation LLN Program timeframes for the day Program learning outcomes and how they will be assessed Coffee is classified as a food so hygiene and OHS standards must be maintained Work area familiarisation and OHS inspection. Verbal classroom LLN assessment Learner resource and handouts ABC Hotels SOP’s Coffee DVD Whiteboard 2 Preparation and organisation 30 minutes 8.45 am – 9.15 am Organise and prepare work areas Organise coffee workstation – hazards, visual appeal ABC Hotels work routines SOP’s Mise-en-place – items e.g. Crockery, glassware, cutlery, serviettes, milk jugs, tea pots and condiments e.g. Milk, sugar, coffee, chocolate, marshmallows, syrups, tea and cleaning materials e.g. Tea towels, sanitiser, cleaning cloths and sponges Preparation of espresso machine and grinder to ensure correct pressure, pump and grind – turn on both, run water through group Verbal classroom Practical demonstration Workplace observation Oral Questions Written assessment Espresso machine Grinder Crockery and glassware Condiments Other items Whiteboard
head and handles, release steam, grind coffee to check, and check extraction rate Storage and freshness of coffee and commodities. 3 Customer service and product knowledge 30 minutes 9.15 am – 9.45 am Provide customer service and advise customers on espresso coffee Giving advice to customers History of coffee Botanical notes – coffee species – coffee growing countries – terminology Customer preferences and product knowledge – espresso or short black, ristretto, doppio, long black, macchiato, cappuccino, latte, piccolo, flat white, mocha, Vienna, Coretto, Affogato and decaf Roasting. Verbal classroom Practical demonstration Learner practice Oral questions 3rd party report Written assessment ABC Hotels espresso menu and SOP’s Whiteboard 4 Coffee grinding 30 minutes 10.00 am – 10.30 am Select and grind coffee Grinding – selection and check correct grind What affects the grind – environmental and equipment considerations Adjusting the dose Dosing by sight. Verbal classroom Practical demonstration Learner practice Workplace observation Oral Questions Written assessment Grinder and coffee Learner resource
6 Milk texturing 40 minutes 1050am – 1130am Texture milk Milk selection – skim, low fat, full UHT, soy or enhanced Milk jug – stainless steel and different sizes Steam wand – clean, before using expend steam and cloths exclusively for cleaning Steam milk – always use fresh, cold milk, right size jug and fill to ½ to 1/3 full, use thermometer, expel steam from wand, keep tip of wand just under milk surface, milk should whirlpool, when tem reaches 65 Turn steam off, pour milk immediately Pour milk as per espresso menu. Verbal classroom Practical demonstration Learner practice Workplace observation Oral Questions Written assessment Espresso machine Other items Whiteboard Learner resource 7 Coffee presentation and service 15 minutes 1130am – 1145am Serve and present espresso coffee Present and serve coffee – as per ABC Hotels SOP’s Ensure crockery and glassware is free of chips and cracks, are clean, no spills in saucer, don’t overfill and serve immediately. Verbal classroom Practical demonstration Learner practice Workplace observation 3rd party report Written assessment Crockery and glassware Condiments/Other items Learner resource ABC Hotels SOP’s
10 session 3 hours 130pm – 430pm Learner demonstration and assessment Organise and prepare work areas Customer service and advise Select and grind and extract coffee Texture milk Serve and present coffee Clean and maintain espresso machine. Learner demonstration and feedback Oral questions 3rd party report Written assessment Workplace observation Coffee equipment and condiments
They are in working order You are familiar how to use it them Any accompaniments that are requires including food, ingredients, beverages, napkins etc. Utensils and other supporting operational equipment. Training materials Follow up location of materials that have been transported to the venue before the training session Lay out teaching resources in a logical manner to enable easy access Lay out resources for learners in the specific locations. Catering Right number Timing of catering. Review documents It is a good idea for the trainer to review all necessary documentation so that they are familiar with the scheduling, order, timing and content of the training session. This may include a review of: Learning plan Session plan Training manual or notes. your personal presentation High levels of personal presentation and grooming are an important aspect of making any presentation, especially where you are representing the business. You should always take a minute in the bathroom to check your appearance before the first attendees arrive. Check your teeth, hair, shoes, clothes and general personal presentation. Good personal presentation is important because: It signals respect for those who have come to listen to the presentation Looking good give you a feeling of confidence It sends a message to the audience that you are competent. They will equate high levels of personal presentation with high levels of knowledge, expertise and competency. In the same way they will make an initial negative judgement about you if your appearance is less that professional It indicates that you value the session and have taken the time and trouble to prepare not only the room and materials, but also yourself, for it. Your mobile is turned off – it is acceptable to ask the audience (in most settings) to also turn theirs off too. Overcoming anxiety