Terminology Tuesday: Tell, Show, Do

Back when I was working through my undergraduate degree, I managed a busy Starbucks. It was an incredible experience because it allowed me to foster some of my longest standing friendships, and I had a pretty friggin’ amazing staff.

With management comes training. This was one of my first tastes of training and professional development (of others), and I take some of the principles used in this corporate training experience with me as I move throughout my current role and even my life.

One such training principle that Starbucks introduced me to is: Tell, Show, Do.

Tell, Show, Do?

The idea behind tell, show, do is exactly how it sounds. You begin your training experience by telling the trainee what they will learn. You then show them what they will learn. Finally, you let the trainee try their hand at whatever it is you’re training them to do.

As a kinaesthetic learner, especially when it comes to procedural training, I found this training method extremely effective.

Great. Now I know what you’re talking about, but how would this type of training look?

You know how Starbucks comes out with new drinks every now and again, or even re-introduces old favourites (hey, Pumpkin Spice Latte, amiright?)? Well, every time there’s a new product launch, an old drink is reintroduced, or a recipe changes, a whole training requirement comes down the pipeline. Each employee needs to complete the training, regardless of time spent at the company or proficiency.

Scenario: A new employee is learning to make a latte.

• Step 1 – Explain to the trainee that they will be learning to make a latte, that the recipe card is located in x location, and explain the procedure for making the latte.
• Step 2 – You, as the trainer, make a latte, explaining each of the steps as you make the latte. Steps will align with the recipe card.
• Step 3 – Finally, you let the trainee make a latte, in accordance with the recipe card specifications.

Once the training session is completed, the trainer will assess the training and will provide constructive feedback to the trainee. Such feedback will allow the trainee to improve their performance on the next attempt. Ahead of the next attempt, the trainer should use Tell, Show, Do as they emphasize elements of the training where the trainee missed the mark. This feedback should also help the trainee improve performance in their next attempt.

Stay tuned next week for another training tip I learned at Starbucks and continue to bring with me!