Academy Retail Excellence - Learning & Development Directory 2019 - Musgrave Learning Academy

 
Academy Retail Excellence - Learning & Development Directory 2019 - Musgrave Learning Academy
Musgrave   Learning
   Retail Excellence
   Academy
  Academy

Learning & Development Directory
2019

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Academy Retail Excellence - Learning & Development Directory 2019 - Musgrave Learning Academy
Musgrave Learning
                              Academy
       WELCOME TO THE MUSGRAVE LEARNING ACADEMY 2019

Dear Retailer,

This brochure outlines the courses and workshops available for you and your team in 2019. More
information is available on the Musgrave Learning Academy http://musgrave.learnskills.ie

Building on the success of Service Excellence and the Real Experts programmes in 2018, we are
delighted to present to you our plans for 2019.

We really stepped on the Service Excellence standards during 2018 and made great progress.
Almost all stores are achieving excellence consistently. Our research showed that delivering
exceptional service in SuperValu resulted in customers spending on average 15.4% more! Checkout
is one area all customers visit when in store, and it is also the lowest scoring area. So, the priority
and focus on Service Excellence will continue into 2019, with particular focus on checkout.

There is a flat store charge of €650 for the inclusive training and support which is highlighted below.

The programmes and tools available to you and your employees as part of our inclusive training
offer in 2019 will include the following:

•      Service Excellence Support
•      Real Experts Programmes
•      PCI – Credit Card Security Training
•      HR Fora
•      In excess of 40 eLearning modules to support all departments as well as reduced rates for Online
       Manual Handling courses- All of these can be accessed through the Musgrave Learning Academy
       - http://musgrave.learnskills.ie
•      Unlimited use of the Cut-e Situational Judgement Questionnaire to help you
       screen job applicants for an I-CARE attitude

Please note the cost of the new recuitment support will be in addition to the inclusive training charge.

We are delighted to continue to offer you additional training programmes to help you develop your teams.
These can be availed of outside of the inclusive training package and are available to book via our Musgrave
Learning Academy: http://musgrave.learnskills.ie 2
Academy Retail Excellence - Learning & Development Directory 2019 - Musgrave Learning Academy
CIT Special Purpose Awards

We are excited to continue to run our highly successful Bakery Programme in conjunction with CIT.
This teaches candidates the skills of baking breads, cakes and pastries from scratch. This
programme has been described by one retailer as “having taken the witch-craft out of bakery”.
For the first time ever, this programme will run in Athlone!

In addition, we are pleased to confirm we will continue to run our bespoke Delicatessen programme. This
programme will develop employees’ knowledge in a wide range of Deli products and will give them
practical food preparation skills e.g. making soup, sandwiches and salads etc. It is an accredited
educational programme and as such staff will learn many of the theories behind why and how
things are done, rather than simply focusing on our recipes and toolkits. This will develop their
confidence and ability to talk to customers with credibility about the products in the Deli.

Individuals who complete both the Delicatessen and the Bakery programme will be awarded with
a Certificate in Retail Food Operations. Details of all CIT accredited courses can be found in our
“Further Education” section.

Please note that for any additional training courses we need minimum number of attendees (for
most courses this will be 8 people – for CIT and DIT it is 16 people). This is to ensure that courses are
run in a cost effective manner and that participants get the most from the programme.

Please remember that you can also arrange to run any of our training programmes specifically for
your store or group of stores. This can be organised by contacting any member of the Retail Training
team.

If there are training programmes you would like to see in this directory in the future or if you have a
current training need which is not covered as part of our 2019 offer please contact us as we can
advise and organise different types of training for you.

In this directory you will also find tools and support templates which will help you to get the most
from your training spend. These include a Training Needs Analysis and a Training Evaluation
template, along with a user guide to help you add new users onto the Musgrave Learning Academy
website and book them on to a course.

Thank you for all of your continued support and input in 2018 and we look forward to working with
you all again during 2019! If you wish to enquire about any of the information within this Directory
please don’t hesitate to email us on learning1@musgrave.ie or alternatively through the Retailer
Service Centre on 021-4803777.

Kind Regards,

The Retail Learning & Development Team
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Academy Retail Excellence - Learning & Development Directory 2019 - Musgrave Learning Academy
WELCOME TO THE MUSGRAVE LEARNING ACADEMY 2018
Create the best Team
•   Maximising the Effectiveness of Your People ...................................................................................
•   Pre-Training Brief ..............................................................................................................................
•   Post -Training Brief ............................................................................................................................
•   Planning to Develop your In-Store Expert ........................................................................................
•   S.P.A.R.K. .........................................................................................................................................

eLearning
•   Train & Retain with eLearning……………………………………….
•   Benefits of eLearning Course....................................................................................................
•   SuperValu eLearning Courses………………………………………………………………………

Retail Excellence Training 2018
•   Service Excellence Support Programme .............................................................................
•   Real Experts - Bakery…………………..
•   Real Experts - Bakery Masterclass.....................................................................................................
•   Real Experts - Produce .............................................................................................................
•   Real Experts - Seafood ......................................................................................................................
•   Health & Wellness Product Knowledge………………………….
•   PCI – Credit Card Security Training………………………………….
•   HR Forum ........................................................................................................................................
•   General Data Protection Regulations (GDPR)Workshops ..............................................................
•   I-CARE/Service Excellence Tools………………………….
•   Other Training & Development Tools ...............................................................................................
•   Fresh Food Training Tools .................................................................................................................

Additional Courses 2019
Food Leadership Courses
•   Wine Masterclass……………………………………….
•   BIM Fish Filleting & Cookery Programme ........................................................................................
•   W.S.E.T Wine Appreciation Level 2 .................................................................................................
•   W.S.E.T Wine Appreciation Level 3 .................................................................................................
•   IINH Introduction to Nutrition & Health ........................................................................................
•   IINH Nutrition and Wellness Training for Fresh Food..............................................................................................

Management Development
•   Retailer Leadership Development including Breakthrough……………………………………………………….
•   Store Manager Programme ............................................................................................................
•   Trainee Manager Programme .......................................................................................................
•   Step Up to Supervisor Programme ................................................................................................
•   Coaching for Performance .............................................................................................................
•   An Introduction to HR Management .............................................................................................
•   Introduction to Employment Law .................................................................................................
•   Service Excellence Leader Workshop ...........................................................................................

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Academy Retail Excellence - Learning & Development Directory 2019 - Musgrave Learning Academy
•    Impact & Influence ........................................................................................................................
•    Instructor Training Skills ..............................................................................................................
•    Addressing Issues of Bullying & Harassment Training for Managers .............................................
•    Conducting Investigations .............................................................................................................
•    Anti-Bullying & Harassment Training for Contact Persons ............................................................
•    Recruitment & Retention Workshop ...............................................................................................

Further Education
•    CIT Special Purpose Award in Bakery .......................................................................................................
•    CIT Special Purpose Award in Delicatessen Food Service ........................................................................
•    DIT Diploma in Retail Management .................................................................................................
•    DIT Diploma in Professional Butchery......................................................................................................
•    DIT Honours Degree Bachelor in Business Studies ..................................................................................
•    IINH Certificate in the Provision of In-Store Health & Nutrition Advice ..................................................

Store Operations & Management Courses
•    Harmony – Replacement for Retailer Dashboard
•    Pyramid – Replacement to Proclarityf
•    Visual Merchandising ...............................................................................................................................
•    Gold Best Practice Sessions–(Experienced Users) ...................................................................................
•    Security Awareness (In-store Session) .....................................................................................................

Health & Safety Courses
•    Manual Handling Instructor Course .........................................................................................................
•    Health and Safety Officer Training ...............................................................................................................
•    Health & Safety for Managers ..................................................................................................................
•    Fire Warden Training .....................................................................................................................................
•    Occupational First Aid Certificate & Refresher .......................................................................................

Food Safety Training
•    Retail Food Safety Training Programme ...................................................................................................

S.P.A.R.K. ............................................................................................................................

Contact us ......................................................................................................................

Cancellation Policy
It is the policy of Musgrave Retail Partners Ireland that any training cancellations made by phone must be followed by an immediate email at least
5 working days prior to the course. This will eliminate any dispute regarding cancellation charges for non-attendance. Failure to provide adequate
notice will result in a charge to the store and it may also result in disappointing other course candidates if the entire course has to be cancelled.

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Academy Retail Excellence - Learning & Development Directory 2019 - Musgrave Learning Academy
Create the
Best Team!

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Academy Retail Excellence - Learning & Development Directory 2019 - Musgrave Learning Academy
Maximising the Effectiveness of Your People
As the labour market continues to tighten, stores are finding it increasingly more challenging to recruit
skilled and experienced individuals, so it’s important to be able to “grow your own”. Training and
developing your people is a key way you can do this and is an important investment in the future of
your store. It will help people improve their performance and develop skills for current and future roles.
This will help drive your business forward and will support your succession planning. But…. if Training
is not planned properly it will not deliver the best return on your investment. Planning your training
starts with completing the Store Training Needs Analysis.

What is Training Needs Analysis (TNA)?
Training Needs Analysis is simply identifying what people need to learn to improve their current
performance and be ready for future changes (e.g. someone leaving, a new business initiative or a store
revamp etc.) People learn in lots of different ways, so it’s important to choose the most appropriate type
of learning. This might be a Training course or perhaps another way of learning. These include giving
people an opportunity to step up or take a sideways move, to lead a project or get some coaching. One
thing we can all benefit from is to get some feedback – so remember to talk with people about what
they are doing well and where specifically can they improve.

On the SuperValu Retailer toolkit you will find a copy of the TNA tool. This should be used each year as
part of your business plan to determine where the team need to improve. Each departmental
supervisor or manager should be asked to review each employee and discuss with the HR Manager
and Store Manager. The training gap is the difference between the skills your employees actually have
at the moment and the skills they need to keep your store competitive.

                                      Identify the Training
                                              Need
                                       Who needs what?

                     Evaluate the Training                 Plan the Training
                     -De-brief LearnerWhat                 -When, What &
                        happened since?                       Where?

                                         Implement the
                                            Training
                                      -How? Brief Learner

How do you carry out a TNA?
The TNA will need to be carried at 3 levels in the store to identify gaps:

1. The Store Level – What training is required to support the store’s objectives/ strategies?
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Academy Retail Excellence - Learning & Development Directory 2019 - Musgrave Learning Academy
2. The Department Level – What training is needed to support change/ improvement
   in each department?
3. The Employee Level – What is needed to support individual employees?

Where can you find the TNA document?
You can access the TNA document on the SuperValu Toolkit:
https://supervalu.visualid.com/filedownload/?i=b3JsYS5mYXJyZWxsQG11c2dyYXZlLmll$AC1E02E81b97a127E2uIRD518ACA$Te4b0545008c2b17c
or go to Brand Guidelines > HR > I-CARE Training Needs Analysis

Below is a sample of an appropriate ratio for a Learning & Development Plan.
Learning is composed of the following:

    Education 10%                       Experience – 60%                            Learning From Others 30%
    • Courses                           • Working in another                        • Feedback
                                           department or store                      • Mentoring
    • College                           • Step Up Roles                             • Coaching
                                        • Secondments
                                                                                    • Performance Management
                                        • Coaching Trial &Error
                                        • Sideways move
                                        • Leading a project
                                        • Networking
                                        • External Bodies
                                        • Shadowing Rotation

Evaluate the Training by Briefing and De-Briefing your People
One of the things that is likely to lead to people being more likely to change following the training is
the involvement of their manager.

This starts with briefing the person before the course about:

•       Why the trainee is going on the programme
•       What the content of the programme will include
•       What their own objectives are from the training
•       How they might apply the learning back in store

Then after the Training:
Once the trainee has attended the programme meet with them to discuss and review the training
that has taken place. This should include:

•    What did the trainee learn (including action plans)
•    How can they apply the learning
•    How can the Manager support the learning application
•    Have an informal chat after they return from the training and then 2-3 weeks after the training
     meet with them to see how they have applied the learning.

If you don’t do this, much of the learning will be lost and your investment will not be maximized!
See the following pages for examples of forms which will help to guide you in these discussions!
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Academy Retail Excellence - Learning & Development Directory 2019 - Musgrave Learning Academy
Pre-Training Brief

Name:                                                Course:

Overview of programme agenda?

Agreed Learning Objectives?

1

2

3

How will development be reviewed?
(EG: Outline frequency of meetings, Competencies, Expected Behaviours)

1

2

3

Agreed By:

Employee:                                       Date:

Manager:                                        Date:

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Academy Retail Excellence - Learning & Development Directory 2019 - Musgrave Learning Academy
Post -Training Brief
 Name:                                          Course:

Agreed learning objectives prior to training
 1
 2

 3

What did you learn on the training?
1
2

3

How have you applied the learning? What have you done differently at work?
 1
 2

 3

What impact has this made?
 1
 2

 3

Manager Comments.
 1
 2

 3

Agreed By:

Employee:                                      Date:

Manager:                                       Date:
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Planning to Develop your In-Store Expert
The following is a list of programmes or development interventions that may support your employees’ learning
needs. Remember it is important to do a training needs analysis before nominating someone to attend training
and to do a pre and post course briefing!

    Who?             What?                                       How?

    All        ❖ Customer Service & Selling Skills                   ❖   Your In-Store I-CARE Trainer
    employees ❖ Product Knowledge                                    ❖   E-learning & Expert in store
    in section ❖ Operational Knowledge                               ❖   SuperValu Retailer toolkit
               ❖ New initiative training                             ❖   Sales/supplier where applicable
               ❖ Refresher training HACCP                            ❖   In store food safety training
                 training (in fresh food                             ❖   Pyramid training organised by Musgrave IT
                 areas)
               ❖ Pyramid Training
    Experts & ❖ New initiative training                              ❖ Category Workshops as scheduled
    no. 2      ❖ Operational training                                ❖ Bakery Masterclass
                                                                     ❖ Participants to visit another SuperValu
                                                                       store
    Expert &       ❖ Technical Skills & Knowledge                    ❖ Supplier training
    no. 2            Development                                     ❖ Attend local colleges for relevant skills
                                                                       training as relevant to individual (e.g.
                                                                       follow on bakery programmes, chef
                                                                       programmes etc.)

    Experts &      ❖ Developing to the next level –                  ❖ Feedback
    no. 2            supervisory and management                      ❖ Coaching
                     skills                                          ❖ Training as identified by the TNA e.g. Step
                                                                       up to Supervisor, Coaching for
                                                                       Performance, Instructor Skills etc.

    In store         ❖ Career & skills development                   ❖ Certified and Accredited Courses:
    expert           ❖ – 3rd level qualification in area of            Wine Spirits & Education Trust Level 2
                       expertise                                     ❖ Irish Institute of Nutrition & Health
                                                                     ❖ Apprenticeship TBC
                                                                     ❖ Bord Iascaigh Mhara training
                                                                     ❖ Cork Institute of Technology e.g. Retail
                                                                       Delicatessen Food Service, Retail
                                                                       Bakery
                                                                     ❖ Dublin Institute of Technology e.g.
                                                                       CIPD Diploma or Degree in
                                                                       Professional Butchery or Diploma in
                                                                       Retail Management

    Cancellation Policy
 It is the policy of Musgrave Retail Partners Ireland that any training cancellations made by phone must be followed by an
immediate email at least 5 working days prior to the course. This will eliminate any dispute regarding cancellation charges for
non-attendance. Failure to provide adequate notice will result in a charge to the store and it may also result in disappointing
other course candidates if the entire course has to be cancelled
                                                               11
To really maximise the effectiveness of your people

 You have to create a SPARK!

  S-Select the right people by using the Training Needs Analysis tool
  P-Passion – Bring your passion through by briefing your people (Pre-
  Briefing Tool)
  A-Appraise them when they return and agree the action plan (Post
  Training Brief)
  R-Review their performance, give feedback that will build confidence and
  drive sales
  K-Knowledge – Ensure knowledge transfers to all of your team and
  shoppers

                Take every opportunity and
                 use SPARK to work these
                tools hard in your business.
                                       12
Musgrave Learning
 Academy

eLearning

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Train & Retain with eLearning
A strong culture of continuous development will allow your store to both attract and retain an
effective, engaged workforce. eLearning is the perfect platform to develop your staff.
eLearning is one of the best ways to demonstrate your commitment to staff development. It allows
you to deliver tailored, personalised and engaging learning content that’s relevant for your store.
Most of our eLearning content is developed inhouse which ensures content is up to-date and relevant
for the end user.
Today’s learners are impatient – and in this case, impatience is a virtue! More than ever before, we’re
seeing people in the workforce display a real appetite for continued development within their role.
Plenty of companies offer fringe benefits to their staff, but if you want to get the best people – and
get the best out of them – you need to offer them development opportunities at all career stages.
It is important to demonstrate your commitment to developing the skills and knowledge of your staff.
Show people you care about their development by giving them the opportunity to grow in their
careers, and they’ll feel empowered, valued and capable of contributing more to your store. In turn,
your store will benefit from a group of motivated, loyal staff delivering increased productivity and
less need for constant supervision - whilst being far more likely to stay and grow further with your
business.

NEW FOR 2019
To make is easier for you in store, we have introduced training plans for several roles. For example;
if you have a new person in your Deli Counter you can now enroll them on a specific Deli Assistant
Training Plan. You can tailor the plan to suit the individual learner and their job role in your store.
The advantage of training plans is it increases motivation, job satisfaction and moral amongst your
employees. It will also allow you to easily track who has completed their training and more
importantly who has not completed their training. It is a great tool to use when inducting new
employees in your store (go to page 20 for instructions).

We have also added another new function where you can now track and record all your instore
training on the Musgrave Learning Academy. This will make it easier for you to centralize all your
                                                                                                          E-Learning
staff training in one location (go to page 23 for further instructions).

We continue to develop and build our library of eLearning courses. All Store Managers and HR
Managers are automatically enrolled on new courses. Please review and enroll your staff on Training
Plans and courses relevant to them.
Email learning1@musgrave.ie if you have any queries on any of the above courses.

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Benefits of eLearning
             •   Consistently building employee knowledge yields higher sales
             •   Cost effective, flexible and allows you to run training at a time that suits you
             •   Can be used on a PC, laptop, tablet or mobile device
             •   Easy way to book, track and report on learning, one system for managing
                 training
             •   Content delivered to the end user, on time, relevant
             •   The learner can learn at a pace that suits them

             How to get started?
             Add User; Make a list with employees details
                         Name
                         Personal email
                         Job title
                         Add new user to Musgrave Learning Academy- go to page 17 for
                         details

             Communicate;
E-Learning

                 •   Identify courses required to close skill gaps
                 •   Allocate time – roster time to support the
                     employee development
                 •   Communicate to employees your Learning
                     plan
                 •   Book courses - go to page 18 for details

             Report;
             Run “Course Completion Report” to report on
             who has accessed and completed the training. Go
             to page 19 for details

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SuperValu eLearning Courses

TOPIC                                                 TARGET AUDIENCE
SuperValu Online Brand Induction                    All new staff

Bullying & Harassment                               All staff in store

Manual Handling Online                              All staff in store

Retailer GDPR                                       Staff who handle personal data

Health at SuperValu                                 Staff working on health section

SuperValu Real Food, Real People                    All staff in store

Oily Fish Product Knowledge                         Staff working on the Fish counter,
Shellfish Product Knowledge                         or anyone interested in learning more about
White Fish Product Knowledge                        seafood
PBOFM (prepared by our fish monger)
salmon, hake & cod

Introduction to Spirits                             Staff working in office licence

Moo’d Ice Cream                                     Anyone working on the moo’d ice cream counter
Green Kitchen                                       Staff working on the chopped salad counter

Cooks Ingredients                                   Staff working in produce
Maintaining your Frank & Honest                     Anyone working with the Frank & Honest coffee machine
coffee machine
Bread                                               All Bakery staff and checkout staff
Cakes & Treats
Do you know your cuts of Beef                       Staff working on meat counter
Do you know your cuts of lamb                       Staff working on meat counter
Are you getting enough vitamins                     All staff in store

SuperValu Get Ireland Cooking/Meal Occasions        All staff with an interest in food

SuperValu Prepared by the Butcher Christmas         Anyone working on the Meat Counter who
Premium Prepared By Our Butcher (PBOB)              will be making the Prepared by the Butcher
Premium PBOB Corn Fed Chicken Range
Hake & Cod PBOF                                     Staff working on the fish counter
Salmon PBOF

SuperValu Deli Daily Counter Maintenance            New Deli staff
SuperValu Delicatessen Gourmet to Go                New Deli staff
SuperValu Delicatessen Fine Foods                   New Deli staff & Off Licence staff
SuperValu Hot Counter                               Deli Staff
SuperValu Charcuterie & Speciality Meats            Deli Staff
Cheese (Level 2)                                    Deli Staff
H&W Benefits Food                                   Staff working on health section
Are you getting enough vitamins                     Staff working on health section
Exotic Fruit                                        Staff working in produce
An Introduction to Autism                           All staff in store
What’s New on the MLA                               HR Manager/Store Manager

                                               16
Add New User
             Step 1: Select booking tab

             Step 2: Add User

             Step 3: Select relevant eLearning course & Click Save

             Step 4: Tick relevant eLearning courses & select
E-Learning

                                                     17
Booking a course

Step 1: Select booking tab

Step 2: Select “New Booking”

Step 3: Tick employee and relevant course(s) and select “book now”

                                                                     E-Learning

                                           18
Run a Course Completion Report

             Step 1: Select booking tab

                         Step 2: Select course completion

                         Step 3: Select relevant filters or export file to excel, pdf or print
                                                                                  Filters
E-Learning

                                                      19
New for
                                             2019

Add Learner to a Training Plan

Step 1
Select Training Plan Management

Step 2
Select “Add Learner to Training Plan

                                                      E-Learning

                                       20
Step 3
Select learner and training plan and select book now

                                                21
Step 4
All courses highlighted in green are mandatory, you can customise course as per your stores
requirements. Once you are happy with the training plan for this learner, select assign users to this
training plan.

Step 5
The learner receives an automated email inviting them to the training plan.

                                                  22
New for
                                                    2019

Add in-store training
  1. Select “In-store Training Management”

  2. Select “Add In-store Training”

  3. Select course type and fill in details

  4. Press Save

                                              23
New for
                                                                         2019

Add several dates to an in-store training session
1. Select In-Store Training Course Management

2. Search course & click on calendar to add additional dates/location

3. Add additional location/dates

                                                                                  E-Learning

                                                24
New for
                                                                                             2019

Add an employee to in-store training course/program
1. Select “In-store Training New Booking”

2. Select employee & in-store training course by ticking relevant option. Select date & location by
   clicking on drop down list

3. Select ‘book now’
4. The learner receives an automated email with details

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Musgrave Learning
 Academy

Retail Excellence
Training 2019

      26
Service Excellence Support Programme
                                                As you know when shoppers in SuperValu receive exceptional service they spend on average 15.4%
                                                more! We have seen some fantastic improvements in our mystery shop results and continue to lead
                                                on service in the Red C surveys. However we have also seen our competitors continue to focus on
                                                improving their service and all are now delivering the basics.
In-Store Service Excellence Support Programme

                                                                             Across most SuperValu stores, our results show the biggest opportunity
                                                                             for improvement is at checkout… which is also one of the most
                                                                             important areas for our customers. Therefore in 2019 there will be an
                                                                             increased focus on checkout in the mystery shop with some questions
                                                                             being worth more points. We also need to continue to maintain and build
                                                on our results in other areas.

                                                Service Excellence differentiates our stores by ensuring all our shoppers receive genuinely friendly
                                                efficient service and experience our passion and love of food. This will inspire them to try new
                                                products, new ranges and recipes – resulting in additional sales. Our updated 2019 in-store
                                                support programme will give you the tools to deliver Service Excellence in your store.

                                                As you know stores are responsible for training their own staff on Service Basics and Service
                                                Excellence. To support this we will offer a Service Excellence Leader Tools Workshop programme
                                                in 2019– please see page 59 for information.

                                                When the MRPI Learning & Development (L&D) Specialist goes into store their role is to re-focus the
                                                senior team on service, provide them with tools and some training to help them re-focus their staff to
                                                deliver service excellence. Resources are limited so please contact us to agree a date for your store.

                                                In revamping stores the MRPI L&D Specialist will focus on the Top 8 People Practises which will help
                                                drive the culture forward. They will also train key employees in our 2019 content. This helps ensure
                                                sustainability of the programme, support for staff after training and that new staff are trained up
                                                as they join the business.

                                                Target Audience
                                                Elements of this visit are aimed at the Store Owner / Manager whilst other parts are focused on the
                                                Charge hands / Assistant Managers and Store Employees.

                                                Duration
                                                The level of support will run on average over a minimum of 1 day, depending on the individual
                                                needs of your store (revamp stores will receive additional time).
                                                Due to the level of change, revamp stores will be given additional support.

                                                                                                 27
Outline of the Service Excellence In-Store Support Programme:
Below is a sample of the types of activities the L&D Specialist will work on with you and your team
during the in-store support programme. As each plan will be bespoke to the individual store’s
requirements, L&D Specialists may carry out some but not all of the below activities during the
support programme.

   ➢ Store Owner meeting - including feedback framework
   ➢ TNA review

                                                                                                         In-Store Service Excellence Support Programme
   ➢ Management sessions “from Good to Great” to include:
   ➢ Review of feedback framework
        Developing own plan for future
        Ways of working together
        Blockages /Hygiene factors
        Focus on NPS drivers
   ➢ Service Excellence Leader meeting
   ➢ 1:1s with chargehands
   ➢ Team Building

Note: for revamp stores an individual store support plan will be agreed.

What Will We Be Able to Do After the Support Programme?

   ➢ Review the store’s 2019 Service Excellence vision.
   ➢ Improve priority areas relevant to the store e.g. for many stores this is checkout, for others it
     may be Sundays
   ➢ Develop a plan of action / road map on how to get there with the full team.
   ➢ All Key Influencers delivering and role modelling our updated Service Excellence
     behaviours including resolving customer complaints, proactively offering appropriate information
     or help confidently selling through people.
   ➢ Key Influencers can confidently guide others a b o u t our S ervice Excellence behaviours
     and give them feedback to enhance the overall customer experience in your store.

NOTES:
The MRPI Learning & Development Specialist has limited time available for each store –
unfortunately in the event of a store cancelling at short notice the L&D Specialist is unlikely to be
able to reschedule training for that store.

We encourage you to contact your L&D Specialist to secure your date(s) as soon as possible

                                                   28
Real Experts – Bakery
The way the Bakery is managed operationally can make a real a point of difference to our
customers… and in the delivery of sales and margin. Building on the work done in 2017, the
2019 The Real Experts Bakery programme focuses on further up-skilling Bakers in
Operational Management. The content of this programme is based on trials run in
SuperValu stores.

Target Audience
This programme is suitable for the Head Baker and the next most senior person. Places are
limited and priority will be given to charge-hands. Places will be allocated to other
personnel on a first come first served basis.

Duration
1-2 days

Outline of Programme/Support
   ➢   Regional Training Workshop
   ➢   Follow up in store support by Fresh Food Advisors
   ➢   When the L&D Specialist is in store they will work with the Bakery Chargehand
   ➢   E-learning to support product knowledge

Topics Covered Include
❖ Business Case & current performance
❖ Deliver the consumer needs
      • Execute the basics, planogram, range, flow, POS & must stocks
❖ Ways of working
      • Quality, merchandising, rotas, production planning, sell out codes, costing
          template, staying legal
❖ Sales Based Ordering
❖ Reporting – sales, margin, must stock distribution

What Difference Will the Course Make?
   ❖   Improved standards and availability
   ❖   Increased sales
   ❖   Reduced waste
   ❖   Better control of bakery rotas

 Dates        Venue                         Trainer            Cost
 Jan- Mar     Workshops will be run on      Musgrave Retail    No additional fee
 2019         a regional basis with         Partners Ireland –
              follow up in-store            Fresh Food Advisor
                                            & L&D Specialist

                                       29
Bakery Masterclass (Scratch Stores)
                       During 2018 work was done to help stores improve the management of their scratch bakeries. This
                       was trialled in a number of stores and resulted in significant sales improvements. These
                       improvements will be introduced in the 2019 Real Experts Bakery programme and this Bakery
                       Masterclass provides stores with an opportunity to learn more about the ways of working. This will
                       help Bakers get a much deeper understanding of how these ways of working apply to scratch stores
                       and how they can apply to their store.

                       Target Audience
                       This programme is suitable for the Head Baker and the next most senior person in Scratch stores. The
                       cost for this programme entitles two people per store to attend.

                       Duration
                       1 days

                       Outline of Programme/Support
                          ➢ Business Case & current performance
                          ➢ Learnings from pilot stores
                          ➢ Deliver the consumer needs
                                  o Quality - WIBI
                          ➢ Ways of working
                                  o Day / Week in the Life of the Bakery
                                  o Rota planning
                          ➢ Sales Based Ordering
                                  o Production plan based on actual sales history
                                  o Sell-out codes
         Masterclass

                          ➢ Reporting

                       What Difference Will the Course Make?
       Masterclass

                                   ❖ Improved standards and availability
                                   ❖ Increased sales
                                   ❖ Reduced waste
                                   ❖ Better control of bakery rotas

                        Dates                 Venue                   Trainer                Cost
                        May to October        Workshops will be       Musgrave Retail        €300 per store
                                              run on a regional       Partners Ireland –     (max 2 people
  Bakery

                                              basis with follow up    Fresh Food Advisor     may attend for
                                              in-store                & L&D Specialist       this cost)
Bakery

                       NOTE: We highly recommend stores with a scratch or semi scratch Bakery consider sending at least
                       1 person on the CIT Special Purpose Award in Bakery (Bread) – see page 69 for more information

                                                                       30
Real Experts – Produce
The Produce department gives us a real opportunity to wow our customers. In many stores it
is the customers’ first impression of the store and through our Greengrocers we can truly
differentiate our offering. The knowledge, expertise and passion of our Greengrocers is key
to driving sales. The Real Experts 2019 Produce programme aims to further up-skill our
Greengrocers.
It will support them to consistently deliver new category initiatives, will further develop their
awareness of the market along with sales and profit opportunities.

Target Audience
This programme is suitable for the Produce Chargehand and the next most senior person.
Places are limited and priority will be given to the Produce Chargehand. Places will be
allocated to other personnel on a first come first served basis.

Duration 1-3 days
In 2019, there will be two 1 day Regional Workshops in Produce, followed by in-store support

Outline of Programme/Support
   ➢   Regional Training Workshop x 2 on Produce
   ➢   Follow up in store support by Fresh Food Advisors
   ➢   When the L&D Specialist is in store they will work with the Produce Chargehand
   ➢   E-learning to support product knowledge

                                                                                                    Real Experts – Produce
Topics Covered Include (subject to change)
Workshop 1:
Ways of working (TBC based on Retailer Input etc.)
   • Ordering, handling, merchandising, operations, managing waste – focus on examples
       Prepared By, Organics & Horticulture – but principles valid for all areas)
   • Quick Wins
Delivery of Excellence for the Consumer
   • New ranges
   • Flair (learnings from best in class stores around merchandising)
   • Service Excellence when doing a tasting

Workshop 2:
Embedding the standard & stepping it on
  • Check in on Progress
  • Sharing best practise on ways of working
  • New winter planogram
  • TBC based on Apr/Jun roll-out

What Difference Will the Course Make?
   •   Improved standards & sales
   •   Reduce wastage

 Date(s)                      Venue                Trainer                      Cost
 Workshop 1: Apr-Jun          In your region & in- Musgrave Fresh Food Advisors No additional
 Workshop 2: Sept-oct         Store                (FFA) / L&D Specialist       fee

                                               31
Real Experts – Seafood
                         The passion and theatre our Fishmongers deliver, coupled with their excellent product
                         knowledge and expertise are key to driving sales by delivering Service Excellence for our
                         customers.

                         The Real Experts Fish programme aims to up-skill our Fishmongers. This programme
                         will build on the work done in 2016 and 2017. It will focus on further building the skills and
                         knowledge of our Fishmongers and on inspiring them to speak confidently to our customers
                         about seafood. This will help them deliver excellent standards and Service Excellence and so
                         grow sales.

                         Target Audience
                         This programme is suitable for the Fishmonger and the next most senior person. Places are
                         limited and priority will be given to chargehands. Places will be allocated to other personnel
                         on a first come first served basis.

                         Duration 1-2 days

                         Outline of Programme/Support
Real Experts – Seafood

                            ➢   Regional Training Workshop
                            ➢   Follow up in store support by Fresh Food Advisors
                            ➢   When the L&D Specialist is in store they will work with the Fishmonger
                            ➢   E-learning to support product knowledge

                         Topics Covered Include
                         The detailed agenda is yet to be confirmed

                         What Difference Will the Course Make?
                           ➢ Improved standards and sales
                           ➢ Reduce waste

                          Date(s)                      Venue               Trainer              Cost
                          July-Aug 2019                In your region & in Musgrave Fresh Food TBC
                                                       store               Advisors (FFA) /
                                                                           L&D Specialist / BIM

                                                          ****************************

                         Follow on Seafood Masterclasses
                         In conjunction with BIM we will develop a 2019 Seafood Masterclass to help stores further
                         drive on their Seafood Category. The agenda and cost for this Masterclass is yet to be
                         confirmed.

                                                                      32
Health & Wellness Product Knowledge

Workshop
Increasing the product knowledge of those working in the Health & Wellness section will help
to drive sales. Customers are not always familiar with the products in this section and can be
wary of trying new products, especially those with a higher selling price. We are pleased to
confirm that we will be running FREE Health & Wellness Supplier workshops in January 2019.

These will serve as a useful reminder for those who attended the highly successful sessions
last year; whilst also being a great starting point for new staff

Target Audience
The Health & Wellness Advisor or those working in the Health & Wellness Section – each store
should send at least one person

Duration
½ day

Outline of Programme/Support
   ➢    Introduction and What is Possible for 2019
   ➢    Coeliac education: Yvonne Finnegan (Dietician)
   ➢    MRPI training
   ➢    Supplier content x 3
   ➢    Supplier tastings: Multiple

What Difference Will the Course Make?
   ➢    Improve employee product knowledge and confidence when talking to customers
   ➢    Improved service to customers
   ➢    Increased mystery shop results
   ➢    Improved sales

 Date(s)                         Venue                   Trainer            Cost
 16th Jan                        Cork                    Valeo              No additional fee
 22nd Jan                        Dublin                  Yvonne Finnegan
 23rd Jan                        Kilkenny                Paddy Curran
 29th Jan                        Claremorris             MRPI colleagues

Those working in the Health & Wellness section should attend (as a minimum), the Irish
Institute of Nutrition 2 day Introduction to Health & Nutrition course. See page 78 for more
information.

                                                33
PCI Credit Card Security Training                                                         New for
“Shopping with Confidence – Protecting our Customers”                                      2019

PCI Compliance is a mandatory standard set by Visa and Mastercard. Stores must be
compliant in order to be permitted to carry out Credit Card transactions. This course is
designed to facilitate stores reach this standard and understand how to safely and securely
manage Credit Card transactions. Training will be given on the daily checklist required to
handle Cards and Card processing devices. Attendees will get an understanding of the policies
and procedures for Credit Card use and a daily checklist will be provided to manage the
physical inventory of devices.

Target Audience
All Stores are required to attend. The Store Owner, Store Manager and Checkout Manager
should attend
Number of attendees will be set based on the size of the store and credit card volumes

Duration
½ day

Cost
No cost for initial session
(Note: if store does not implement learning, they will not be PCI compliant and are likely to
require further intervention at a cost)

Topics include:
•   What is the PCI standard and what does it mean for my business?
•   Merchant Responsibilities - Credit Card handling in your business
•   Daily routines - What do I have to do to stay compliant
•   Benefits of achieving Compliance
•   What are the day-to-day risks
•   Audit process
•   Completing the PCI Compliance Declaration

What will I be able to do after the course
•   Passing the Credit Card Security module is your licence to use Credit Cards in your
    business.
•   This course will simplify the Annual PCI accreditation process

Dates / Location
Course will be run in centres around the country during March, April and May 2019

Trainer
The Course will be managed by
      • Musgrave PCI Compliance Manager
      • Credit Card Auditor to define the standards required in each store
      • Portal Manager - To deliver instructions on how to use the new Musgrave Credit
          Card Compliance Portal.

                                              34
HR Forum
This programme is designed to give participants an update on key HR developments and issues
relevant to their store. It is also designed to assist retailers in managing some recent and
pending changes in the relevant area of employment legislation.

Target Audience
Store owners, Store managers and HR managers

Duration 1 day

Topics Covered Include:
   •   Pay
   •   Employment Miscellaneous (Provisions) Bill 2017
   •   Gender Pay Gap Reporting
   •   Diversity and Inclusion
   •   Disciplinary Procedure and Recent Updates
   •   Retention and Engagement
   •   Retail Learning & Development Update

What will I be able to do after the course?
   •   Understand developments in and the direction of pay in Ireland and the retail sector
   •   Understand the impact of the Employment Miscellaneous (Provisions) Bill 2017
   •   Understand the new Gender Pay Gap reporting legislation
   •   Understand how to make workplaces more diverse and inclusive
   •   Understand the recent case law that has had an impact on disciplinary procedures

What difference will the course make? (If I implement learning)
   •   You will be better equipped to manage your stores pay agenda
   •   You will be prepared for new legislative changes relating to the Employment
       Miscellaneous (Provisions) Bill 2017
   •   You will be up-to-date concerning disciplinary procedures
   •   You will be better equipped to manage retention in the workplace

    Locations                Dates                       Trainer
     Athlone                 March 5th                   Musgrave HR Department
     Sligo                   March 12th
     Cork                    March 14th
     Dublin                  March 26th

                                            35
General Data Protection Regulations (GDPR)Workshops
                 General Data Protection Regulations (GDPR) came into effect on the 25th May 2018. The regulations
                 will impact all stores as they enhance data protection rights. They will also impose more onerous data
                 protection obligations on business owners: introduce financial penalties and the right to
                 compensation for employees for certain data breaches. These new regulations will introduce an
                 increased emphasis on transparency, security and accountability.

                 Target Audience
                 Store Owner, Store Manager, HR Manager

                 Duration 1 day

                 Topics Covered Include
                 •   The scope of GDPR
                 •   Key definitions i.e. personal data, data controller, data processor
                 •   The processing of employees’ data
                 •   Privacy notices
                 •   Data access requests
                 •   Breach of GDPR
                 •   Sanctions and compensation
                 •   Minors and consent

                 What will I be able to do after the course?
                 •   Have a greater knowledge of GDPR and how it will affect your store
                 •   Understand how data access requests are processed i.e. your obligations when a
                     request is received
                 •   Put an action plan in place to manage your obligations under GDPR

                 What difference will the course make? (When I implement learning!)
                 •   Your store will be better equipped to deal with GDPR.
GDPR Workshops

                  Locations                  Dates                           Trainer
                 Dublin                      May 23rd                        Sytorus
                 Cork                        Oct 2nd                         €100p.p

                                                                  36
I-CARE/Service Excellence Tools – Available on the
Retailer Toolkit
All of the in-store training tools are available on the SuperValu Retailer Toolkit. Throughout
the year we will develop and add new tools and materials to support you on our new Service
Excellence journey.

Supervalu Toolkit > Brand Guidelines > Retail Excellence > Service > I-CARE Service Tools

For best Practice From Other Stores – Check Out The Toolkit:

Supervalu Toolkit > Brand Guidelines > Retail Excellence > Service
> I-CARE In-Store

If you have questions on any of the materials, please contact a member of the HR &
Retail Training Team.

                                             37
Other Training & Development Tools
                                     You can find additional training and development folders, manuals and support materials
                                     in the Retailer Toolkit. Please follow the instructions below.

                                     Compliance Training
                                     Home > Brand Guidelines > HR > Store HR Support > HR Policies & Procedures > Legally
                                     Required Training
                                        ➢ Paracetamol
                                        ➢ Food Safety
                                        ➢ Tobacco Regulations
                                        ➢ Alcohol Code of Conduct – Training materials to be used face to face are available
                                            on the toolkit or alternatively we recommend you avail of the on line Responsible
                                            Retailing of Alcohol Training option via www.alcohol.ie

                                     Operational
                                     Home > Brand Guidelines > Retail Excellence
                                        ➢ Toolkits, wallcharts etc on each Hallmark, and on areas like Availability, Range etc.

                                     Home > Brand Guidelines > HR > Store HR Support > HR Policies & Procedures > Retailer
                                     Training Dev Retail Workbooks
                                         ➢ Trainee Manager programme
                                         ➢ Food Safety Updated Workbook
                                         ➢ Full set of Department Workbooks
                                         ➢
                                     Performance Dev. Reviews
ls - All available on the Retailer

                                     Home > Brand Guidelines > HR > Store HR Support > Annual PDR
                                         ➢ Employee Review Form
                                         ➢ Manager Review Form
                                         ➢ User Guidelines for Employee
                                         ➢ User Guidelines for Managers

                                     Recruitment & Selection
                                     Home > Brand Guidelines > Musgrave Recruitment Solution
                                        ➢ Access to AMRIS to post vacancies etc

                                     Home > Brand Guidelines > HR > Store HR Support > Recruitment and Selection
                                       ➢ Letters
                                       ➢ Recruitment Docs
                                       ➢ Induction
                                       ➢ Contracts
                                       ➢ Job Descriptions
                                       ➢ Person Specifications
                                       ➢ Uniform Brochure
                                       ➢ Link to Online tool – Situational Judgement Questionnaire to help screen job
                                           applicants for an ICARE attitude)

                                                                                 38
HR Policies & Procedures
Home > Brand Guidelines > HR > Store HR Support > HR Policies & Procedures Policies
   ➢ Disciplinary & Grievance
   ➢ WRC Information
   ➢ Probation
   ➢ Performance Management
   ➢ Long Term Absence Management
   ➢ Redundancy

NOTE: A number of these are being reviewed during 2019 so at times may not be
available – in the case of any queries please contact us.

                                         39
Fresh Food Training Tools - All available on the
                      Retailer Toolkit
Go to-SuperValu Toolkit-Brand Guidelines-Retail Excellence-Fresh Foods

In addition to e-learning already referenced, the following are training tools that are available
to you on the Retailer Toolkit to support you to deliver Retail Excellence

       Engagement
It is important to engage with your employees so they understand what Retail Excellence
means for them in their job. The following training tools can be found under Engagement to
support you
     ➢ Introduction to Retail Excellence
     ➢ Employee Briefing Guide
     ➢ What’s happening in our Department?
     ➢ Self-Audit and Action planning
       Meat Department
   ➢   Meat Video
   ➢   Daily Operations Procedures for Red Meat
   ➢   Fresh Meat Standard Operating Procedures
   ➢   Fresh Meat Daily Operating Procedures Wall Chart
   ➢   Fresh Meat Charge hand Daily Checklist
   ➢   Manager Daily Checklist
       Produce Department
   ➢   Merchandising Horticulture Video
   ➢   Daily Operations Procedures
   ➢   Produce Standard Operating Procedures
   ➢   Produce Daily Operating Procedures Wall Chart
   ➢   Produce Charge hand Daily Checklist
   ➢   Manager Daily Checklist
       Deli Department
   ➢   Batch Control Sheets for Bakery & Pizza Video
   ➢   Deli Daily Operations Procedures
   ➢   Deli Standard Operating Procedures
   ➢   Deli Wall-Chart
   ➢   Deli Charge hand Daily Checklist
   ➢   Manager Daily Checklist
       Bakery Department
   ➢   Batch Control Sheets for Bakery & Pizza Video
   ➢   Bakery Daily Operations Procedures
   ➢   Bakery Standard Operation Procedures
   ➢   Bakery Wall Chart
   ➢   Bakery Charge hand Daily Checklist
   ➢   Manager Daily Checklist

You can find the Weekly Control sheets to populate the Retail Excellence Visual Board here
as well
                                              28
Musgrave Learning
   Academy

Food Leadership
    Courses

        29
Wine Masterclass
Providing customers with inspiration about Wines is key to drive sales, differentiate the Off Licence
and in particular to encourage customers to spend a little more on their bottle of wine!

Building on the success of the Wine Masterclasses in 2017 and 2018 we are delighted to confirm we
will run a further Wine Masterclass in 2019. This exciting and interactive Masterclass will help develop
your knowledge of wine and your confidence to talk to customers about wine.

Target Audience
The Off Licence Chargehand

Duration
1 day

Topics Covered

                                                                                                           Wine Masterclass
The Wines which will be covered is yet to be confirmed

Note: As the session will include Wine Tasting, please make appropriate travel arrangements!

What will I be able to do after the Training?
   •    Talk confidently to customers about the wines covered
   •    Improve mystery shop
   •    Drive sales

Locations                  Dates                           Trainer           Cost
 Dublin                    September 2019 TBC              Kevin             €50 per store
 Cork                                                      O’Callaghan       (max 2
                                                                             people)

                                                  30
BIM Fish Filleting & Cookery Programme
Fish is a key growth area as customers become more aware of the health benefits of
eating fish. Customers are fearful of buying fish and rely on the fishmonger to provide
advice. The knowledge, expertise and passion of our fishmongers is key to delivering
service excellence and driving sales. In order to deliver margin fishmongers need to be
able to correctly fillet fish. This programme which is run in conjunction with Bord Iascaigh
Mhara programme will equip them with the necessary skills.

Target Audience
Fishmongers or those working on the Fish counter
(* see note below re dress code – participants will NOT be able to attend without
the appropriate clothing!)

Duration 2 days

Topics Covered:
Classroom presentation covering:
• Species identification
• Causes and control of spoilage
• Quality assessment
• Hygiene and safety
• Workstation preparation
• Safe knife handling
• Filleting techniques
• Handling and packing techniques

Demonstration and hands on practice:
•   Filleting techniques for different varieties of fish
•   Removal of all filleted product and waste, scrub down and sanitise equipment
•   Seafood Cookery Demonstration

What Will I Be Able to Do After the Course? (When I implement the
learning!)
They will be able to give correctly fillet common species of fish, handling it correctly

 Locations                  Dates                          Trainer            Cost
 Dublin                     Mar 12th & 13th                BIM                €250 per
 Cork                       April 30th & May 1st                              person
 Dublin                     Oct 2nd & 3rd

*NB: Participants must bring sturdy, waterproof footwear (preferably wellington boots)
and a warm fleece. Without the footwear they will not be permitted to do the course due
to health and safety, and without the fleeces they will be fairly chilly! Also, for Howth a
clean white coat / shop jacket is needed each day, spares are available in Clonakilty but
participants may like to bring their own. Other materials and knives will be supplied

How to Book
Log on to the Musgrave Learning Academy to secure your place on this
course & confirm your choice of location. http://musgrave.learnskills.ie

                                          31
W.S.E.T Wine Appreciation Level 2
                                    This course is suitable for those already employed in the drinks industry / retail environment who want
                                    to further their knowledge of world wines. This course may also be of interest to those who would like
                                    a more in-depth understanding of wine & not currently working in the sector. This is a 3 day course and
                                    the class consists of both wine tutorials and practical tasting. All tasting & exam equipment is supplied
                                    (WSET Bookpack, Exam Paper, glassware, spittoons)

                                    Target Audience
                                    This course is suitable for anyone wishing to broaden their knowledge of wines. You will learn about the
                                    major grape varieties & wine styles from the key wine producing countries of the world, the main spirits
                                    categories and understand the factors that influence the style, quality and price.

                                    Duration 3 days

                                    Topics Covered Include
                                    •   Key Black grape varieties
                                    •   Key White grape varieties
                                    •   Food and Wine Matching
                                    •   Wine Producing Regions of the World
                                    •   Sparkling Wines
                                    •   Sweet and Fortified Wines
                                    •   How to Taste, Storage etc., Label Terminology
W.S.E.T Wine Appreciation Level 2

                                    What Will I Be Able to Do After the Course?
                                    •   Taste and describe wines using the WSET Systematic Approach to Tasting
                                    •   A guide to the key considerations when matching food and wine successfully
                                    •   Learn the correct way to store and serve wine and recognise common faults found in wines
                                    •   A guide to sensible drinking and social responsibility
                                    •   Learn how to decode and understand labels (labelling)
                                    •   Study the factors influencing the style, quality and price of wine in the vineyard and winery

                                    What Difference Will the Course Make? (When I implement the learning!)
                                    •   Ability to interact with consumers in store
                                    •   Structured tastings in store
                                    •   Accredited course qualifications
                                    •   Improved Mystery Shopper Results

                                     Locations             Dates                       Trainer                   Cost
                                     Dublin                Mar 28th, April 4th & 11th Mary Gaynor, Wine          460pp (based on 7/8
                                     Athlone               May 22nd & 29th, June      Academy Ireland            minimum participants
                                     Cork                  12th
                                                           Oct 2nd, 9th & 16th

                                    How to Book
                                    Log on to the Musgrave Learning Academy to secure your place on this course & confirm your
                                    choice of location. http://musgrave.learnskills.ie

                                                                                      32
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