Academy Retail Excellence - Training Directory 2018 - Musgrave Learning Academy

 
Academy Retail Excellence - Training Directory 2018 - Musgrave Learning Academy
Musgrave   Learning
   Retail Excellence
   Academy
  Academy

Training Directory 2018

                 1
Academy Retail Excellence - Training Directory 2018 - Musgrave Learning Academy
WELCOME TO THE MUSGRAVE LEARNING ACADEMY 2018
Dear Retailer,

This booklet outlines the courses and workshops available for you and your team in 2018. More information
is available on the Musgrave Learning Academy http://musgrave.learnskills.ie

Following on from the success of Service Excellence and the Real Experts programmes in 2017, we are
delighted to present to you our plans for 2018.

We really stepped up the Service Excellence standards during 2017 and made great progress. Our research
showed that delivering exceptional service in SuperValu resulted in customers spending on average 15.4%
more! So the priority and focus on Service Excellence will continue into 2018.

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
2018 will include the following:

•      Service Excellence In-store Support
•      HR Fora’s
•      Real Experts Programmes’
•      In excess of 30 E-Learning 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

**Pages 13-28 give a full explanation on what the above entails.
Please note the cost of the new recuitment support will be in addition to the charge.

As always, the directory contains a suite of additional training programmes that you and your team can avail
of outside of the inclusive training package. These are available to book via our Musgrave Learning Academy:
http://musgrave.learnskills.ie

CIT Special Purpose Awards – 2018
We are excited to confirm we have developed a brand new bespoke Delicatessen programme in conjunction
with CIT. 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.

We will also continue to run our highly successful Bakery Programme – this teaches candidates to bake
breads, cakes and pastries from scratch. This programme has been described by one retailer as “having
taken the witch-craft out of bakery”. 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.

                                                        2
Academy Retail Excellence - Training Directory 2018 - Musgrave Learning Academy
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 2018 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 2017 and we look forward to working with you all
again during 2018! 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 Training Team.

                                                      3
Academy Retail Excellence - Training Directory 2018 - Musgrave Learning Academy
WELCOME TO THE MUSGRAVE LEARNING ACADEMY 2018

Create the best Team
•   Maximising the Effectiveness of Your People ...................................................................................                         7
•   Pre-Training Brief ..............................................................................................................................       9
•   Post -Training Brief ............................................................................................................................      10
•   Planning to Develop your In-Store Expert ........................................................................................                      11
•   S.P.A.R.K. .........................................................................................................................................   12

E-Learning
•   SuperValu E-Learning Courses ............................................................................................... ......                    13

Retail Excellence Training 2018
•   In-Store Service Excellence Support Programme .............................................................................                            20
•   I-CARE Tools – Available on the Retailer Toolkit ...............................................................................                       21
•   Real Experts – Meat .........................................................................................................................          22
•   Real Experts – Delicatessen .............................................................................................................              23
•   Real Experts – Bakery ......................................................................................................................           24
•   HR Forum ........................................................................................................................................      25
•   General Data Protection Regulations (GDPR)Workshops ...............................................................                                    26
•   Other Training & Development Tools ...............................................................................................                     27
•   Fresh Food Training Tools .................................................................................................................            28

Additional Courses 2018
Food Leadership Courses
•   BIM Fish Filleting & Cookery Programme ........................................................................................                        31
•   W.S.E.T Wine Appreciation Level 2 .................................................................................................                    32
•   W.S.E.T Wine Appreciation Level 3 .................................................................................................                    33
•   IINH Introduction to Nutrition & Health ........................................................................................                       34
•   IINH Nutrition and Wellness Training ..............................................................................................                    35

Management Development
•   Breakthrough Programme .............................................................................................................                   37
•   Store Manager Programme ............................................................................................................                   40
•   Trainee Manager Programme .......................................................................................................                      42
•   Step Up to Supervisor Programme ................................................................................................                       44
•   Coaching for Performance .............................................................................................................                 45
•   An Introduction to HR Management .............................................................................................                         46
•   Introduction to Employment Law .................................................................................................                       47
•   Service Excellence Leader Workshop ...........................................................................................                         48
•   Impact & Influence ........................................................................................................................            50
•   Instructor Training Skills ..............................................................................................................              52
•   Addressing Issues of Bullying & Harassment Training for Managers .............................................                                         53
•   Conducting Investigations .............................................................................................................                54
•   Anti-Bullying & Harassment Training for Contact Persons ............................................................                                   55
•   Recruitment Workshop .................................................................................................................                 56

                                                                               4
Academy Retail Excellence - Training Directory 2018 - Musgrave Learning Academy
Further Education
•    CIT Special Purpose Award in Bakery ...............................................................................................                    58
•    CIT Special Purpose Award in Delicatessen Food Service .................................................................                               60
•    DIT Diploma in Retail Management .................................................................................................                     62
•    DIT Diploma in Professional Butchery ..............................................................................................                    63
•    DIT Honours Degree Bachelor in Business Studies ...........................................................................                            65
•    IINH ITEC Certificate in the Provision of In-Store Health & Nutrition Advice ..................................                                        67

Store Operations & Management Courses
•    Social Media ......................................................................................................................................    70
•    Visual Merchandising ........................................................................................................................          71
•    Gold Best Practice Sessions–(Experienced Users) .............................................................................                          72
•    Security Awareness (In-store Session) ...............................................................................................                  73

Health & Safety Courses
•    Manual Handling Instructor Course ..................................................................................................                   75
•    Health and Safety Officer Training .....................................................................................................               76
•    Health & Safety for Managers ...........................................................................................................               77
•    Fire Warden Training ........................................................................................................................          78
•    Occupational First Aid Certificate & Refresher ..............................................................................                          79

Food Safety Training
•    Retail Food Safety Training Programme ..........................................................................................                       82

S.P.A.R.K. ..............................................................................................................................................   85

Contact us ..........................................................................................................................................       88

                                                                               5
Academy Retail Excellence - Training Directory 2018 - Musgrave Learning Academy
Create the
Best Team!

    6
Academy Retail Excellence - Training Directory 2018 - Musgrave Learning Academy
Maximising the Effectiveness of Your People
Stores are finding it increasingly harder and harder 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 a Training Needs Analysis (TNA)?
A 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 courses 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.

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?
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?

You can access the TNA document on the SuperValu Toolkit: http://supervalu.visualid.
com/?lbid=N7516ee2cbc83d977 or go to Brand Guidelines > HR > Retailer Training & Dev
> Training Needs Analysis > Diagnostic Tool

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
  • College                            department or store                   • Mentoring
                                    • Step Up Roles                          • Coaching
                                    • Secondments                            • Performance Mgmt
                                    • Coaching Trial &Error
                                    • Sideways move
                                    • Leading a project
                                    • Networking
                                    • External Bodies
                                    • Shadowing Rotation

                                                      7
Academy Retail Excellence - Training Directory 2018 - Musgrave Learning Academy
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 maximised!
See the following pages for examples of forms which will help to guide you in these discussions!

                                                Identify the
                                               Training Need
                                                 -TNA/Who?

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

                                                  Implement
                                                 the Training
                                                     -How?

                                                       8
Academy Retail Excellence - Training Directory 2018 - 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:

                                                 9
Academy Retail Excellence - Training Directory 2018 - 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:

                                                10
Planning to Develop your In-Store Expert
The following is a list of programmes or development interventions that may support your In Store Expert.
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 employees in                   •         Customer Service & Selling              •         I-CARE Trainer
 section                                      Skills
                                    •         Product Knowledge                       •         Expert in store
                                    •         Operational Knowledge                   •         E-learning
                                              New initiative training                 •         SuperValu Retailer toolkit
                                    •         Refresher training HACCP                •         Sales/supplier where
                                              training (in fresh                                applicable
                                              food areas)                             •         In store food safety training
                                    •         GOLD Training                           •         Other GOLD users in store
                                                                                      •         GOLD training organised by
  All employees in
                                                                                                 Musgrave IT
  section
                                                                                      •         Real Experts or Category Work shops
  Experts & no. 2
                                    •         New initiative training                           as scheduled
                                                                                      •         Real Experts
                                    •         Operational training                    •         Participants to visit another
  Expert &                                                                                      SuperValu store
  no. 2                                                                               •         Supplier training
                                    •         Technical Skills & 		                   •         Attend local colleges for relevant
                                              Knowledge Development                             skills training as relevant to individual
                                                                                                (e.g. bakery programmes, chef
                                                                                                programmes etc.)

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

  In store expert                                                                     •         Certified and Accredited Courses:
                                    •         Career & skills development                       Wine Spirits & Education
                                    •         – 3rd level qualification in                      Trust Level 2
                                              area of 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

E-Learning

     13
Benefits of E-Learning
             •   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- going to page 16 for details

             Communicate;

             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 17 for details

             Report;

             Run “Course Completion Report” to report on who has accessed and
E-Learning

             completed the training. Go to page 18 for details

                                                             14
SuperValu E-Learning Courses
 TOPIC                                                                         TARGET AUDIENCE
 Bread 					                                                       All Bakery staff and checkout staff
 Cakes & Treats
 Maintaining your Frank &                                          Anyone working with the Frank & Honest
 Honest coffee machine                                             coffee machine

 Oily Fish Product Knowledge                                       All 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                                           All staff working in office licence

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

 Cooks Ingredients                                                 Cooks Ingredients

 Bullying & Harassment                                             All staff in store

 SuperValu Online Brand Induction                                  SuperValu Online Brand Induction
 SuperValu Real Food, Real People                                  SuperValu Real Food, Real People
 Health at SuperValu                                               Health at SuperValu

 Manual Handling Online                                            Manual Handling Online

 SuperValu Get Ireland Cooking                                     SuperValu Get Ireland Cooking
 SuperValu Meal Occasions                                          SuperValu Meal Occasions

 The SUPER The VALU                                                All staff – to help them learn about
                                                                   the Super and the Valu

 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
 Hake & Cod PBOF                                                   and/or Prepared by the Fishmonger range
 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 Charcuterie & Speciality Meats                          Staff who have completed other deli
 Cheese (Level 2)                                                  e-learning courses

We continue to develop and build our library of E-Learning courses. All Store Managers and
HR Managers are automatically enrolled on new courses. Please review and enrol your staff on courses
relevant to them.
Email learning@musgrave.ie if you have any queries on any of the above courses.

                                                             15
Add New User
             Step 1: Select booking tab

             Step 2: Add User

             Step 3: Select relevant E- Learning course & Click Save

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

                                                      16
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

                                           17
Booking a course

             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

                                                        18
Musgrave Learning
   Academy

Retail Excellence
 Training 2018

        19
In-Store Service Excellence Support Programme
                                                We 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.

                                                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. 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
In-Store Service Excellence Support Programme

                                                products, new ranges and recipes – resulting in additional sales. Our updated 2018 in-store support
                                                programme will run over a minimum of 3 days and will give you the skills and 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. When the Musgrave Retail Partners I-CARE Trainer & Advisor 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. The Musgrave Retail Partners trainer & advisor will
                                                also train key employees in our 2018 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. To support
                                                this we will offer a Service Excellence Leader Tools Workshop programme in 2018 – please see page
                                                47 for information

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

                                                Duration
                                                The level of support will run on average over a minimum of 2 days, depending on the individual needs
                                                of your store (revamp stores will receive additional time).

                                                Outline of the Service Excellence In-Store Support Programme:
                                                Below is a sample of the types of activities the Trainer 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,
                                                Trainers may carry out some but not all of the below activities during the support programme.

                                                •   Informal Mystery Shop Visit
                                                •   Initial Owner/Manager briefing to draft store plan and review your store’s Training Needs
                                                •   Analysis and Plan
                                                •   Management Team & Key Influencers – vision update, overview of consumer experience
                                                    and how to use this to drive service, service recovery, delegation, top 8 service
                                                    practices,and action planning
                                                •   Observation, behavioural assessment and feedback of team in store
                                                •   Owner/Manager Coaching sessions
                                                •   Training and support for in-store ICARE champion / Service Excellence Leader
                                                •   Employee I-CARE Training - focus on 2018 Selling through Service – this is for key hallmark
                                                    colleagues e.g. Fish, Deli, Bakery, Health & Wellness, Off License
                                                •   Checkout Employee I-CARE training
                                                •   Coaching with each of your Senior Team post training – focus on giving effective feedback
                                                •   Follow up maintenance visit post support
                                                                                               20
What Will We Be Able to Do After the Support Programme?

•      Review the store’s 2018 Service Excellence vision.
•      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 train others on our new Service Excellence behaviours
       and give them feedback to enhance the overall customer experience in your store.

NOTE: The Musgrave Retail Partners I-CARE Trainer and Advisor has limited time available for each
store – unfortunately in the event of a store cancelling at short notice the Trainer is unlikely to be
able to reschedule training for that store.

                                                                                                          In-Store Service Excellence Support Programme
I-CARE 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 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.

                                                      21
Real Experts – Meat
                      The Meat Counter gives us a real opportunity to wow our customers. We have the best quality
                      butcher service in Irish grocery retailing (source: Red C, 2017). The knowledge, expertise and passion
                      of our Butchers is key to driving sales. The Real Experts 2018 Meat programme aims to further up-skill
                      our Butchers.

                      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 Head Butcher and the next most senior person. Places are limited
                      and priority will be given to Head Butchers. Places will be allocated to other personnel on a first come
                      first served basis.

                      Duration 1-3 days

                      Outline of Programme/Support

                      •   Regional Training Cluster on Meat
                      •   Follow up in store support by Fresh Food Advisors
                      •   When the ICARE trainer is in store they will work with the Head Butcher
                      •   E-learning to support product knowledge

                      Topics Covered Include
                      The detailed agenda is yet to be confirmed

                      What Difference Will the Course Make?
Real Experts – Meat

                      To be confirmed

                      Date(s)                    Venue                      Trainer                    Cost
                      February to April 2018     In your region &           Musgrave Fresh Food        No additional fee
                      (dates will be finalised    in-Store                  Advisors (FFA) /
                      by your FFA)                                          I-CARE Trainers

                                                                       22
Real Experts – Delicatessen
Delicatessen teams with excellent product knowledge, expertise and passion are key to driving sales
by delivering Service Excellence for our customers.

The Real Experts Delicatessen programme aims to up-skill our senior Delicatessen teams. This pro-
gramme will build on the work done in 2016 and 2017. It will focus on further building the skills and
knowledge of our Delicatessen teams around the new Delicatessen ranges. This will help develop
their ability and that of their teams to speak confidently to customers and engage in a genuine real
way to deliver Service Excellence and grow sales.

Target Audience
This programme is suitable for the Delicatessen Chargehand 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 1-3 days

Outline of Programme/Support

•   Regional Training Cluster
•   Follow up in store support by Fresh Food Advisors
•   When the ICARE trainer is in store they will work with the Deli Chargehand
•   E-learning to support product knowledge
•   Supplier Training – Meals / Chill Speciality

                                                                                                          Real Experts – Delicatessen
Topics Covered Include
The detailed agenda is yet to be confirmed

What Difference Will the Course Make?
•   To be confirmed

Date(s)                   Venue                      Trainer                   Cost
May – July 2018           In your region & in        Musgrave Fresh Food       No additional fee
(Your FFA will confirm    store                      Advisors (FFA) /
the dates                                            I-CARE Trainers

                                                     23
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 2018
                        Real Experts Bakery programme focuses on further up-skilling Bakers in Operational Management.
                        The content of this programme is to be confirmed

                        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 Cluster
                        •   Follow up in store support by Fresh Food Advisors
                        •   When the ICARE trainer is in store they will work with the Deli Chargehand
                        •   E-learning to support product knowledge

                        Topics Covered Include
                        The detailed agenda is yet to be confirmed
Real Experts – Bakery

                        What Difference Will the Course Make?
                        •      To be confirmed

                        Date(s)                    Venue                      Trainer                  Cost
                        Aug – Oct 2018 (dates      Workshops will be run      Musgrave Retail         No additional fee
                        will be confirmed by       on a regional basis and    Partners Ireland –Fresh
                        your FFA)                  in-store                   Food Advisor & I-CARE
                                                                              Trainer

                        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 57 for more information.

                                                                         24
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
•   Recruitment
•   General data protection regulations
•   Working hours and related legislative changes
•   Mandatory retirement

What will I be able to do after the course?
•   Understand the direction of pay in Ireland and the retail sector
•   Understand and be able to access the new recruitment solution
•   Understand how to prepare for the general data protection regulations due in May 2018
•   Manage mandatory retirement in my store

What difference will the course make? (If I implement learning)
•   You will be better equipped to manage your stores pay agenda
•   You will be able to put an action plan in place to prepare for the
    general data protection regulations
•   You will be able to apply and use the new recruitment solution in store
•   You will be prepared for any new legislative changes around working hours

Locations                  Dates                          Trainer
Cork                       March 6th                      Musgrave HR Department
Dublin                     March 8th
Sligo                      March 13th
                                                                                                       HR Forum

Athlone                    March 14th

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

                                                     25
New to 2018
                     General Data Protection Regulations (GDPR)Workshops
                     General Data Protection Regulations (GDPR) will come 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 the learning!)
                     •     Your store will be better equipped to deal with GDPR when it comes into effect in May 2018
                     •     You will be able to implement
GDPR Workshops

                         Locations                 Dates                          Trainer
                         Cork                      April 10th                     Grant Thornton
                         Claremorris               April 19th
                         Dublin                    April 26th
                         Dublin                    June 14th

                                                                         26
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 > Retailer Training Dev
•   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
Learning Academy
Home > Brand Guidelines > HR > Retailer Training Dev Retail Workbooks
•   Trainee Manager programme
•   Food Safety Updated Workbook
•   Full set of Department Workbooks
Performance Dev. Reviews
Home > Brand Guidelines > HR > Recruitment & Selection
•   Employee PDR

                                                                                                   Other Training & Development Tools
•   Employee Guidelines
•   User Guidelines for Managers
•   Managers Review Form
Recruitment & Selection
Home > Brand Guidelines > HR > HR Policies & Procedures
•   Letters
•   Recruitment Docs
•   Induction
•   Contracts
•   ob Descriptions
•   Person Specifications
•   Uniform Brochure
•   Link to Online Recruitment tool:

Local Marketing Toolkit > Brand Guidelines > Hr > Recruitment &
Selection > On Line Test
(we recommend you use this to help you screen for employees with an ICARE attitude)

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 2018 so at times may not be available – in the
case of any queries please contact us.

                                                     27
Fresh Food Training Tools - All available on the Retailer Toolkit
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

                                                                    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 WallChart
                                                                    •   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

ADDITIONAL
 COURSES
   2018
      29
Musgrave Learning
               Academy

        Food Leadership
           Courses

      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

                         30
BIM Fish Filleting & Cookery Programme

                                                                                                         Fresh Food Training Tools - All available on the Retailer Toolkit
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 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 practise:
•   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                    March 6th &7th                  BIM                €250 per person
 Dublin                    May 22nd & 23rd
 Dublin                    October 2nd and 3rd
 Cork                      September 19th &20th

*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 equip-
                                    ment 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                 Apr 10th, 17th &24th        Mary Gaynor, Wine        460pp (based on 7/8
                                    Cork                   May 15th, 22nd & 29th       Academy Ireland          minimum participants
                                    Donegal                Sep 5th, 18th &25th

                                    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
W.S.E.T Wine Appreciation Level 3
Target Audience
This qualification is open to students who hold the WSET Level 2 Award in Wine & Spirits.

Topics Covered Include
The aim of the course is to provide detailed analysis of the principal wines and spirits of the world.
Students will benefit from in-depth tastings where they will learn to identify product styles and quality

Duration 6 days

Subjects Covered:
•   Viticulture
•   Vinification
•   Matching Food & Wine
•   Labelling Regulations
•   Wine Storage, Maturation & Bottling
•   Information and Advice for Customers and Staff

Wines:
• Bordeaux & South West France
• Burgundy & Alsace
• Loire Valley & Rhone
• Italy, Spain & Portugal

                                                                                                             W.S.E.T Wine Appreciation Level 3
• Germany, Central & Eastern Europe
• South Africa
• Australia
• New Zealand
• North America
• South America
• Sparkling Wines
• Fortified & Liqueur Wines
• Spirits & Liqueurs
•
Exam:
• 50 Multiple Choice Questions
• Questions paper requiring short written answers
• Blind Tasting of Two Wines – Evaluation Quality, Style & Price

What Will I Be Able to Do After the Course?
They will be able to give advice to Customers, train staff in their stores, conduct tastings for staff and
customers. They should be able to write short wine articles for local paper about Supervalu wines and
special offers.

Locations & Dates            Trainer                                Cost
Please register your         Mary Gaynor, Wine Academy              €800pp
interest with the HR         Ireland
Training Team through
RSC.

                                                      33
IINH Introduction to Nutrition & Health
                                            We are all much more aware of the impact of what we eat on our health. As a result many stores have
                                            put in place a Health & Wellness section or they have increased their range of Free From foods and
                                            benefit foods. Many have also added ranges such as vitamins and food supplements.
                                            In order to ensure employees provide correct advice to customers and to help maximise sales, it is
                                            important any employees working in this section are fully trained. This means they receive training
                                            from the supplier on the products they are selling; and as a minimum they should also be trained
                                            in understanding the basics of health & nutrition. Partnering with the Irish Institute of Nutrition &
                                            Health (IINH) we have developed a 2 day introduction programme.

                                            Target Audience
                                            This programmed is aimed at anyone working in the Health & Wellness section of the store
                                            or anyone with an interest in Health & Nutrition.

                                            Duration 2 days

                                            Topics Include:
                                            •   Food & Health: Overview of current challenges, understandings & developments
IINH Introduction to Nutrition & Health

                                            •   Carbs, Sugar, Fats, Cholesterol, Salt: the headline problems. Understanding labels: formats,
                                                ingredient lists (incl. additives), nutrition terms & data, nutrition & health claims.
                                            •   Wholefood Nutrition: Food groups (meat, fish, dairy, vegetables, fruits, nuts & seeds, fats/oils) &
                                                their nutrient profiles. Impacts of processing on nutrients.
                                            •   Special Diets & Products: intolerances to gluten, wheat, lactose, milk proteins, other
                                                common ingredients. Learn how to check labels to assist customers.

                                            What Will I Be Able to Do After the Course?
                                            •   Provide basic advice to customers
                                            •   Know when to refer the customer to a third party e.g. health professional

                                            What Difference Will the Course Make? (When I implement the learning!)
                                            •   Improved mystery shopper
                                            •   Increased sales
                                            •   Less likelihood of providing incorrect advice to customers

                                            NOTE: Stores with a large health & wellness section may wish to have this programme run
                                            in house. Please contact the Training Department for more information.

                                            Locations           Dates                   Trainer                          Cost
                                            Cork                Feb 13th & 14th         Irish Institution of Nutrition   €300pp
                                            Dublin              Mar 13th & 14th         & Health
                                            Mullingar           May 23rd&24th
                                            Kilkenny            Jun 12th& 13th
                                            Claremorris         Aug 29th & 30th
                                            Limerick            Sep 25th & 26th
                                            Cork                Oct 16th & 17th

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

                                                                                             34
New to 2018
IINH Nutrition and Wellness Training for Fresh Food
In SuperValu we provide the best customer service in grocery retailing in Ireland. Our competitors are
continuing to improve and one of the ways we can really differentiate our level of service is by offering
customers information that is relevant to them. Like everyone our customers are much more aware of
the potential impact of what they eat on their health, so they really appreciate any hints and tips we
can provide about the food we sell. And when customers are given this level of exceptional service we
know they are more likely to increase their spend in-store!

In order to give those working on the Meat or Fish Counter and the Produce section an understanding

                                                                                                            IINH Nutrition and Wellness Training for Fresh Food
of basic nutritional information about the products they sell, we have partnered with the Irish
Institute of Nutrition & Health (IINH) to develop a 1 day introduction programme.

Target Audience
This programmed is aimed at those working on the Meat or Fish counter, those working in the Pro-
duce section, or anyone with an interest in Health & Nutrition.
NOTE: This programme is not aimed at those working in the Health & Wellness section – they should
do the IINH 2 day programme

Duration 1 day

Topics Include:
•   Offering information to customers – what can you say
•   Wholefood Nutrition: Food groups (meat, fish, dairy, vegetables, fruits, nuts & seeds,
    fats/oils) & their nutrient profiles.
•   Impacts of processing on nutrients.
•   Understanding labels: formats, ingredient lists (incl. additives), nutrition terms & data,
    nutrition & health claims.
•   Portion control – what is a portion size, how much do we need for optimum nutrition
•   Action planning

What Will I Be Able to Do After the Course?
•   Provide basic information on nutrition to customers to help them eat more healthily
•   Know when to refer the customer to a third party e.g. health professional

What Difference Will the Course Make? (When I implement the learning!)
•   Improved experience for customers and increased mystery shopper results
•   Increased sales

Locations           Dates                    Trainer                          Cost
Dublin              Apr 12th                 Irish Institution of Nutrition   €150 pp
Cork                Jun 21st                 & Health
Dublin              Sep 13th

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

                                                       35
Musgrave Learning
                Academy

Management Development
      BREAKTHROUGH BOOSTER MANAGER PROGRAMME
          BREAKTHROUGH INTENSIVE PROGRAMME
          BREAKTHROUGH MANAGER PROGRAMME
              STORE MANAGER PROGRAMME
             TRAINEE MANAGER PROGRAMME
                 STEP UP TO SUPERVISOR
              COACHING FOR PERFORMANCE
           INTRODUCTION TO HR MANAGEMENT
           INTRODUCTION TO EMPLOYMENT LAW
          SERVICE EXCELLENCE LEADER WORKSHOPS
                  IMPACT & INFLUENCE
               INSTRUCTOR TRAINING SKILLS
ADDRESSING ISSUES OF BULLYING & HARASSMENT FOR MANAGERS
              CONDUCTING INVESTIGATIONS
    ANTI-BULLYING & HARASSMENT FOR CONTACT PERSONS
                RECRUITMENT WORKSHOPS

                           36
New to 2018
Breakthrough Programme

Companies and organisations around the world are facing unprecedented change as they prepare
themselves for the future by changing structures, merging and reinventing themselves.
Many see this as a tremendous opportunity for growth, innovation and success – while others can
find it daunting as their familiar world disappears. Yet still, there is the challenge for everyone to
accomplish more – and do it faster!

The Breakthrough Programme will provide an opportunity for you to work on the business and
yourself rather than working in the business. This is working at a different and more powerful level
with a focus on outcomes and possibilities rather than barriers and limitations. You will find that this
gives you the freedom, energy and creativity to collectively design a compelling and dynamic future.

One area that differentiates Breakthrough from other development programmes is that it focuses on
us as human beings, from a holistic perspective, rather than traditional programmes that typically
focus only on our working lives.

The Breakthrough Programme will give each of you a powerful set of principles, strategies and tools
to shape the future of your enterprise and create new worlds and possibilities. You will develop
fresh, innovative strategies to propel you to your chosen destinations. As a result you can command
a greater share of the future for your business and your brands. The Breakthrough Programme is a
highly participative and interactive event that guides individuals, teams and organisations through
the learning, creative and transformational experiences necessary to function in a more powerful
way – faster, more flexible, more innovative and more productive. In this new state your business will
perform as a more powerful system – a dynamic interplay of people, principles and practices that

                                                                                                           Breakthrough Programme
consistently produce exceptional, breakthrough results.

The challenge of the future, with all of its complexities and uncertainties is ultimately a challenge
from within – how do I maintain the balance in my life between self and business, performance and
results, vision and action? We will show you how to achieve this essential balance. On a personal level,
you will find this programme will transform your energy, your health and well-being as well as your
thinking, your creativity, and your productivity for both personal and professional benefit.

                                                      37
Breakthrough Booster Manager Programme

                                                   All Breakthrough programme attendees will be invited to attend one additional booster within 6-12
                                                   moths of their first session. This session is a vital enabler in terms of each store sustainably embedding
                                                   the Breakthrough tools, mind-sets and behaviours into their respective businesses. The booster will
                                                   remind all participants of how each tool is authentically to be used, at home and at work, as well as
Breakthrough Booster Manager/Intensive Programme

                                                   adding a new skill-set which will complement those already known.

                                                   Target Audience
                                                   All previous tools day attendees

                                                   Duration 1 days

                                                   Cost TBC

                                                   Breakthrough Intensive Programme
                                                   Many of you know that we commenced our Breakthrough journey with store owners in 2016. For
                                                   retailers that have not been on Breakthrough we will be delivering a one and half day programme to
                                                   you at various locations around the country. This is a leadership development programme that has
                                                   been both inspirational and impactful for many retailers. It will raise your energy levels and inspire
                                                   you on new ways to lead your team and business in the future. We would strongly urge you not to
                                                   miss out on this leadership development programme as it will make a real impact in your business.

                                                   Target Audience
                                                   Store Owners & Senior store Managers

                                                   Duration 1 ½ days

                                                   Cost €250

                                                                                                    38
Breakthrough Manager Programme
For those retailers that have attended the two day intensive breakthrough programme we are now
inviting you to send your management team on a one day version of this programme.
On this programme your management teams will go through all the key breakthrough tools such as
feedback framework, power time, red train, blue train, full on, line of one and Gossip Success. Partici-
pants on this programme will use the breakthrough tools and develop 100 day plans for their stores.

Target Audience
All levels of Management in store
NB: Managers can only attend if the store owner has previously attended the Breakthrough Intensive
Programme.

Duration 1 day

Cost €100

What Difference Will the Course Make? (When I implement the learning!)
Achieve essential balance, fresh, innovative ways of thinking when dealing with your team, business

                                                                                                           Breakthrough Manager Programme
and personal life. Become a Breakthrough Role Model enabling you to lead and coach your teams to
deliver breakthrough business performance. Identify the Breakdowns that are holding your business
back and turn these into Breakthroughs. Re-fuel and re-energise yourself for the next phase of growth.
Empower your people to generate the best results from the tools, moving beyond ‘show and tell’ to
tangible business outputs. Become some who manages life rather than someone who life manages!!

                                                     39
You can also read
Next slide ... Cancel