SYNOPSIS OF MODULES FOR SECONDARY SCHOOL SUPERVISORS

All the following modules are unique in that they have been designed specifically for unit supervisors employed within Local Authority school catering and are delivered by Hospitality Leadership trainers – all of whom are catering professionals with an in-depth understanding of school catering.  They are of one-day duration, and include all handouts, exercises and evaluation systems.

MODULE S1 – ‘MANAGING YOURSELF IN A CHANGING WORLD’

Module S1 commences with an overview of the history of school catering from its conception in 1904 through to the current ‘post-Jamie’ era. Some time is spent considering how school catering entered the commercial competitive marketplace with Compulsory Competitive Tendering and, in particular, the implications of Fair Funding and the current healthy eating debate.

Recognising that many of the supervisors will not have undergone management development training for some time, if at all, there follows a session exploring the implications and benefits of training, dealing especially with any reservations the trainees may have.  It is accompanied by a BBC training video entitled ‘Training for the Terrified’.  In fact, the programme uses a number of videos from the same BBC series, thus providing a useful continuation of presentation and theme.

The module moves on to include some training on supervisory skills, introducing the concept of a supervisor having to ‘bridge the great divide’ between the various demands placed upon him/her – not least the, often different, requirements of staff,  ‘management’ and customers.

The one thing certain in business today is uncertainty, and the catering industry is no exception: change impacts on us all and the pace of change seems to be increasing at an ever-greater rate.  This module, therefore, concludes with sessions on Change Management, and Recognising and Dealing with the Effects of Stress.

The underlying emphasis of Module S1 is motivation: building the confidence of the supervisors to take a positive approach to the very considerable challenges ahead of them.  Experience has shown the programme to be extremely successful in changing attitudes and opening the minds of supervisors, many of whom have been conditioned to operating in ways that are simply not appropriate for the current school catering environment.

MODULE S2 – ‘LEADING A CATERING TEAM’

Successful businesses recognise that, in a changing world, the one lasting competitive advantage they have is their staff resource.  Moreover, the more further-thinking of them seek to develop a team culture within their organisations; often attempting to flatten their management structure by developing self-empowered teams.  This approach is particularly appropriate to meet the challenges facing school catering departments that have to compete in a commercial environment: giving each unit supervisor more authority to make decisions affecting the service delivery of his/her operation.

The second module, therefore, considers team leadership: identifying the various leadership styles, and the circumstances in which they should be adopted.  It also explores the requirement of a leader to balance his/her commitment between ‘team’ and ‘task’ – developing the ‘great divide’ theme introduced in Module S1.

The day concludes with a session on team building – firstly some theory on the subject and then a group team building exercise to demonstrate some of the implications of working (or not) as a team. The trainees are finally given a means of measuring the effectiveness of their own teams, should they choose to use it.

Throughout this module, the trainer continually seeks to open the trainees minds to consider the requirements of the larger team (the organisation), rather than merely focusing on their own kitchen teams.

MODULE S1/2 – ‘LEADING A CATERING TEAM’

Offered as an alternative to modules S1 and S2, this module gives authorities the opportunity to combine certain aspects of the first two modules, whilst omitting the following sessions:

• The benefits of training
• Change management
• The effects of stress
• The group team building exercise

MODULE S3 – ‘MARKETING THE MEAL EXPERIENCE’

This session involves an introduction to the principles of marketing and where it fits into a commercial catering process.  Trainees are also introduced to research data and sources, specific to the school catering sector, thus opening their minds to successful practice elsewhere within the industry.

The module encourages them to consider their own particular market in terms of:

• Their customers
• Their product and service offering, including undertaking a SWOT analysis
• Business patterns
• Competitor analysis

The impact of continual product development is discussed, including the benefits of involving their kitchen staff in the process (reinforcing the lessons of Module S2).  The module also offers the Authority the opportunity to reinforce, or introduce, marketing concepts and initiatives specific to its own service.

MODULE S4 – ‘COMMERCIAL CATERING OPERATIONS’

Module S4 challenges the supervisors to face up to the commercial pressures affecting school catering.  For example, Fair Funding has forced providers to undertake a major review of their operating procedures, not least the requirement for unit supervisors to control, often for the first time, their own budgets.  The school meals service now has to compete for business in the commercial world: having to prove to Heads and Governors that it can provide a service comparable to, or better than, external providers.

Module S4 aims to provide unit supervisors, many of whom have worked in an institutional environment for a great number of years, the skills and knowledge to financially manage their own kitchens.  The module includes a number of worksheets that the trainees complete to give them practice in understanding income generation, sales mix analysis, profitability and cost control by means of food cost percentages and labour cost percentages.

It is, however, understood that, for many of the supervisors, a day devoted to financial management will be seen as a daunting prospect. Advance Associates trainers are highly experienced in delivering the content of this module in a non-threatening and appropriately paced way.  Indeed, in very many cases the supervisors find that they have enjoyed a day that they thought was going to be far from enjoyable!

As within all modules, trainees are encouraged to adopt a positive approach to the challenges ahead of them: considering them as opportunities to develop themselves as unit managers by embracing the additional responsibilities and authority that the future offers them. 

MODULE S5 – ‘A FOOD SERVICE MERCHANDISING STRATEGY’

Merchandising is defined as ‘influencing the customer’s purchasing decision at the point of sale’ which, in the current climate of reduced meal uptake due, in part, to healthy eating requirements, is of particular importance to school caterers. This module considers in some depth what influences young people today and how school caterers can harness this understanding to devise a successful merchandising strategy. The content covers three aspects of such a strategy:

Understand your Market - where we look at the modern trends in (non-school) catering and consider how they could be applied to school catering, including considering what market research is available to assist us.

Create an Appropriate Environment - where we think about what environment will influence our customers' purchasing decision (both in terms of the physical environment and the staff attitude and approach)

Lead the customer to Action - by influencing their action in a ten-step approach, for example: appealing to the senses; making signage work; positioning the products effectively; labeling descriptively; and involving your staff etc. In this section we project over 30 colour photos showing how high street suppliers merchandise their products. 

The day ends with a frenetic, energizing exercise where the groups fly around the room putting their ideas onto flipcharts (to be subsequently considered at the client’s leisure!)

Additionally, there is an optional project where the trainees are split into two groups and tasked to research what merchandising lessons they can learn from other catering operators and how they could be applied to school catering.  The groups work together (good team-working practice) to organise themselves to undertake this market research over the following weeks and put together a presentation to be delivered to their managers at a future date.

MODULE S6 – ‘COMMUNICATIONS, COMMUNICATIONS, COMMUNICATIONS’

Communications is one of the most important management skills, and yet it is one that is generally applied so badly.  In a future commercial environment, catering supervisors will have to effectively communicate their message to a number of parties; not least their staff, managers, and a whole range of customer groups.  It is essential, therefore, that they have the skills and confidence to do so.

This module considers verbal communications from a number of perspectives, including the importance of giving clear instructions; the effect of body language; and the barriers to effective transfer of information.

Recognising that supervisors may also have to take a greater responsibility for holding meetings, training in convening and chairing meetings is also covered, including a practical exercise on the subject.

Finally, the use and benefits of written communications is discussed.

MODULE S7 – ‘FACING STAFF ISSUES’

In school catering, unit supervisors have often been promoted internally; often without the benefit of adequate management training to prepare them for their new positions.  Over time, some management skills are picked up and practised (not always fully effectively), whilst others are avoided or evaded, often due to a lack of confidence.

Module S7 provides training on skills that, whilst being essential for a successful supervisor, are sometimes lacking in application, namely:

• Decision making
• Delegation
• Discipline
• Conflict management
• Absence management

This module, the last to be added to the programme, was designed in response to the many supervisors (and their managers) who openly expressed difficulties in these challenging, staff-related issues.

MODULE S8 – ‘CREATING A QUALITY SERVICE’

The level of this module is pitched somewhere between the detailed application of Total Quality Management; and a customer care course that encourages staff to adopt a ‘have a nice day’ approach.  It recognises that unit supervisors are the principle influence on the quality of the service delivered within their units and seeks to provide them with appropriate tools that are within their competence and authority to apply.

Trainees are introduced to the broad principles of Quality, and the concept of internal and external customers.  Most of the module content revolves around the role of a manager in identifying and planning to meet customers’ needs, including the adoption of quality standards.  There is, for example, a specific exercise exploring ways in which school catering supervisors can build professional and supportive relationships with their Head masters. Throughout the module, the crucial importance of involving staff in forming and applying policy and practice is stressed.

During the latter part of the day, the supervisors work in syndicates on an exercise to turn around a catering operation that has been allowed to deteriorate over time, due to poor leadership and a lack of customer focus.  The syndicates then present their thoughts to an invited group of their own management team: applying the themes that have been stressed throughout the training programme.  A fitting and highly rewarding way to end the programme!

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