CFL Student Employee Training

When training, we use different "modalities." This means we address as many styles of learning as we can. How this should look:

1. Show them how to do it.
2. Have the DO the task.
3. Remind them to refer back to the training guide and to Teams
   1. WATCH video tutorials
   2. READ instructions such as those in the Instructions folder (on General) or the Student Manual (in Student Policies and Procedures, on General)

This covers four different ways of learning!

Another way of looking at it:

• If it's the first time they observe you doing something, explain it afterwards so they know what you did and why.
  • For example: Checking out a book. Tell them afterwards what you were looking at on the screen and why it matters.
• If you've explained to a new co-worker before / had them watch a few times, offer for them to do it with your help.
  • For example: Checking out a book.
    • Point to what they should be looking at the first time.
    • 2nd time, have them point out what you are both looking at.
    • 3rd time, have them try it, with you watching, and they explain things as they go.
    • 4th time, have them explain what and why they did what they did, after the patron leaves.
  • Remind them to ask questions as they're going through it.
  • Emphasize the whoops and woohoos after each transaction - this helps them learn for the next time!
    • But always wait until the patron is gone! You can ask them to not End Session those first few times so you can review the record with them.

First, make sure they are following the training path. If they haven't finished Interfiling, they shouldn't be doing anything related to checking books.

Next, there are five spots for most items.

For things that are very detailed (like checking out books!):

• The first box is to say "yep, they're now being shown how to do this."
• The second box is to say "they have now successfully completed a few checkouts under supervision."
  • Note: Not one. Not two. Not each separate transaction. It must be one box for a day with multiple successes!
• The third box is to say, "I didn't need to provide any coaching; they kind of rock at this!"
• Fourth box, "Yeah, they've got some skill developing here."
• Fifth box - that might be a supervisor sign off in some cases. Double check it!

The "criticism sandwich" is a good formula when using the project tabs. (Say something nice, explain what the concern was, and end with something nice or an encouragement).

When speaking to a person, this will also work. Another method to try is the "Velvet Hammer" - this will take practice, just like when we went through customer service "yes" roleplay. I suggest you try practicing with another on shift, even if using a made up situation.