t n e l l e c Ex ice
v r e S e c rodu Facilitator Notes
e h t f o n r u t Re Grocer n e e r G Celery-brate good times! Congratulations because today is the day your jobs just got better! In the past, Tesco has focused on training our colleagues to carry out robotic processes as efficiently as possible, but today we are doing something different and we are asking for your help. Weâ€™re inviting you and your colleagues to bring the best of yourselves to work and to enjoy the people and lovely produce around you - just like your neighbourhood green grocer used to do. Following the instructions in this guide, you will be able to deliver the Return of the Green Grocer course to colleagues in your produce departments.
s t n e t n o C Using this Guide
Orientation for Training Facilitators
Presenting Course Introduction, Aims and Objectives
Expectations and Ground rules
Preparing Participants for a Successful Session
The Roots of Communication
Two Games to Help Colleagues Use Body Language and Nonverbal Communication to Connect With Customers
The Globeâ€™s Greatest Green Grocers
Produce-Centered Contest to Help Colleagues Embody the Traits of the Green Grocer
Peeling the onion: Connecting to Customer needs
Discussion and Activity to Explore and Relate to Customer Needs and Priorities
The tools of Engagement: Building your Market Stall
Building a Specific Personal Plan to Accomplish the Return of The Green Grocer
Wrap-Up of Main Points
s i h t g n i s U e Guid This guide contains everything you need to build your own GREEN GROCERS! To help you easily present the activities and concepts we cover, there are a few symbols used throughout.
Say It! This symbol indicates scripted instructions or discussion for you to present to your colleagues
Do It! This symbol marks instructions to help you run your session
Use It! This symbol shows you where you need to use a handout, a slide or some other prop to conduct an activity with your colleagues
Time It! To help keep your session organised, we give timeframes for each activity and exercise
g n i t t Ge d e rt a St Do It!
If you choose to run a full Return of the Green Grocer session, gather your materials and set up the room before your colleagues arrive. As colleagues enter the room, have music playing. Make sure you present what’s about to happen as a celebration because today is the day your jobs just got better.
Before your session starts, you may want to gather and set up:
Congratulations because today is the day your jobs just got better! In the past we’ve asked you to carry out robotic processes as efficiently as possible. But that is changing. We’re inviting you to bring the best of yourself to work and to enjoy the people and lovely produce around you like a neighbourhood green grocer used to do.
• Slide presentation deck • Kraftwerk We Are Robots video if you choose to play it as colleagues enter the room • Robot toys and party poppers • Robot masks • Be the GREEN GROCER reminder cards for each participant • Flip charts or white board and markers
Time It! Room and materials set up - 1 hour Greeting and party popper celebration - 5 minutes
New policies… New potatoes... We all have a choice when we go to work. We can see it as drudgery that results in a pay check, or we can enjoy our days, have a laugh, appreciate where we’re at and who is with us. We’re here to help you find ways to do this. We’re here to discover the difference between working with a task-based mindset versus working with pleasure and a genuine customer focus… to help us move from RED ROBOT to GREEN GROCER.
d n a s Aim ves i t c e j b O
Time It! 10 minutes
Use It! Flip charts and markers, aims & objectives slide
Get your flip charts and markers ready. Ask colleagues to share ideas about the neighbourhood green grocer, or what it’s like to go to a fruit and veg stand. As they offer ideas, write them down on the flip chart or white board. If comfortable, get a volunteer from the audience to act out the GREEN GROCER role (or do it yourself) as colleagues offer ideas about what a green grocer might be like. Examples: They are friendly (“How are you today, Mrs Hoffer?”); they are knowledgeable (“I know you like your bananas quite green. We just got a whole new crate in this morning. Let me show you.”) they smile...
Say It! Let’s imagine walking into a neighbourhood market stall full of fruit and veg. What is your neighbourhood green grocer like? What are his traits? What does he know? How does he act?
Write down the traits people offer and act out each trait with a customer. Ask further questions like, “What are all the things the green grocer knows about?” Examples, his customers’ lives, food preferences, where products are, varieties, etc.
Review the traits of the green grocer from the slide. These are the course outcomes and what we’re expecting colleagues to do when they leave the course after today.
So how will being a GREEN GROCER make our jobs better? What are the things we can do now that we didn’t do before? • Talk to customers for five minutes, ten minutes however long it takes to get them what they need and want • Offer customers samples. Rip open a bag of apples if you need to make your point • Bring your personality to the role - do you like your bananas green or when they are sweeter? • Stop what you’re doing and walk a searching customer over to what they’re looking for • Offer help. It will feel good. • If you don’t know the answer to a customer’s question, find a colleague who can help
• Be visible. Just because you’re green doesn’t mean you need to blend into the veg! • Be human. Customers aren’t “Other”. Connect with them. Enjoy their company. Help. • Be a GREEN GROCER.
d n u o Gr es l u R Time It! 5 minutes
Say It! Now that we know what it means to be more like a GREEN GROCER, let’s look at some ground rules that will help make our session more effective.
Use It! Expectations & ground rules slide
Do It! Show the ground rules & expectations slide and review the instructions on it. Add the comments and questions for each ground rule below.
Say It! Play along. You will get out of this training what you’re willing to put into it, just as you will get out of your day at work what you put into it. So bring your personality, your questions, your ideas, your reality to the floor today. It’s all welcome. In fact, it’s necessary to make this session work. We are asking you to get involved. • Dare to fail. For the next hour, it doesn’t matter if you look silly or if something you do or say doesn’t work. In fact, we encourage it, in this session and when you get back to work as well. This is your chance to try new things, let go, enjoy and have fun. There are no exams in real life or in this class. There is only the chance to try something new and learn. • Speak up. Our job is to give you the tools you need to become a GREEN GROCER. But if you need gardening tips, ASK! If you’re feeling uncomfortable or have a concern, SAY SO! Don’t leave this room without shovel and seeds and the confidence you need to know how to sprout them!
s t o o R e Th nication u m m o of C
The Body Language Game
Say It! A study at UCLA found that 93 percent of communication effectiveness is determined by nonverbal cues. So if we want to connect with people our colleagues and our customers - it’s essential that we pay attention to this aspect of our interaction. We’re about to do some exercises to help us think about nonverbal communication. These exercises will also help us get warmed up and engaged. So let’s all stand up and walk about the room. As you do, greet each other. Just say “Hello, how are you” and respond to each other.
Time It! 20 minutes
Now you are going to walk around and you are going to be important, but also be the host of a big party.
At about 30 second intervals, instruct colleagues to walk around and continue greeting each other but to change the motivation they are walking with.
As you walk, think about what a host does to present him or herself in a kind and welcoming way, to be visible and be human. Be these things. Be the GREEN GROCER.
Ask them to notice how they feel and how their movements, voices and faces change.
(Allow learners to walk around as the host for a few seconds, then make the following discussion points).
Ask them to walk around... • Worried someone’s upset with you • Trying to get away with it • Pretending to look busy • Trying to look important Pause after each shift and ask: • How did you change your posture? Your eye contact? • What tension did you feel in your body? How did you feel? • How did your voice and movements change?
What sorts of changes in body language did we notice? How did changing our body language make us feel? What did we ‘read’ from the other players? How do we connect this to our workplace? How did this change the way we interacted? Take-away: physical gestures lead to emotional states. If we are conscious about our body language, we can influence the way we feel, how we influence others and, therefore, how they react to us and feel themselves. Be more visible - be the host. This is how we expect you to be in the workplace. Be a GREEN GROCER.
k s a M e Th ame G Use It! Robot masks, clock or timer, favourite fruit slide.
Time It! 20 minutes
Say It! Next we’re going to take it smaller and focus on the face. You should all have a robot mask in front of you. Find the mask and find a partner. Put on your robot mask. Take a few seconds. How does it feel to be in a room full of robots? Right, now tell your partner what your favourite vegetable is. We’ll take 30 seconds. Start talking when I say GO and focus back on me when I say STOP and raise my arm. (Let people pair up and discuss their favourite vegetable. Say stop after 30 seconds). LET’S SHARE. 1. What was your partner’s favourite vegetable? 2. What did you notice about them when they talked about it? 3. What could you see? 4. It’s quite difficult to read somebody through a mask, isn’t it? When we’re in our daily jobs, the processes and tasks in front of us can act as masks. Our attitudes or the things that distract us can be masks. We can hide behind being busy or important. We can be so focused on stocking the potatoes that we actually treat a customer like she’s in the way. What we need to do is get rid of our masks--the barriers that keep us from seeing our environment and connecting with those around us. Becoming a GREEN GROCER means becoming VISIBLE and being HUMAN. It means taking off the mask!
Say It! So let’s transform right now from RED ROBOTS to THE WORLD’S MOST EXCITING GREEN GROCERS. Let’s get rid of our masks. Take a second and shake out any tension you have in your shoulders, your jaw, around your eyes, your neck, anywhere you feel tense. Relax. Look around your tables. Make eye contact with each other. These are the people in your neighbourhood. Think of your favourite fruit. Make some notes or draw some sketches or just get a really good picture in your head. What is it? (Show the favourite fruit slide with the following questions). Do you remember the first time you had your favourite fruit? When did you last have it? How was it served? What did it taste like? What colour is it? Close your eyes and take a deep breath in. Does your fruit have a smell? What does it look like when it grows? How do you tell when it’s ripe? What is great about it? How would you describe the taste to someone who’s never tried it? Do you have a favourite variety?
Now, open your eyes and with as much commitment as you can, tell each other about your favourite fruit. Use the questions on the slide to help you describe it with as much enthusiasm as you can. This is your chance to sound silly. Describe the wonder of your fruit. Feel the colour, taste the juiciness, turn up the volume about what you like about it. Enjoy the words as you say them. And LOVE EVERY MOUTHFUL. (Give an example to the room of you describing your favourite fruit, then tell them to do this with a partner. Encourage colleagues to be bigger and more excited, exaggerate their movement and voice as they describe. Let them share for several minutes then get attention back). Which is more fun? Being a RED ROBOT or being a GREEN GROCER? If we are enjoying ourselves, our customers will too.
s â€™ e b o l G e Th atest Gre ocers r G n Gree
How do you like them apples?
Use It! 8 fruit & veg items ‘How do you like them apples’ slide
Time It! 10 minutes
Next we’re going to have a little contest, a produce slam, if you will - to compete for the title of Globe’s Greatest Green Grocer. This will be a no-holds-barred, fastpaced, rapid fire fruit and veg bonanza.
Get volunteers to compete for the Globe’s Greatest Green Grocer by holding up two fruit and veg items and asking “Which is better?” and “Why?”
What I’ll do is hold up two items of fruit and veg. What you have to do to win the title of Globe’s Greatest Green Grocer is to answer the questions “Which is better?” and “Why?” There are no right or wrong answers. This is about having fun, having confidence and talking about produce. Let’s review some ground rules for this game: • Dare to fail • Be visible • Be human • Be the green grocer (animated, friendly, visible, connected)
Go quickly, so getting a few volunteers in a line and having several different pairs of fruit and veg ready will help make this fun. Example: get multiple colleagues in a row or have one brave volunteer take multiple tries at the following pairs of fruit and veg: • An apple and a carrot • Fennel and a bag of rocket • Baby carrots and whole carrots • Pineapple and potato You can get creative and use less common produce (like dragon fruit) or two varieties of the same fruit. When you have done a few examples, you can nominate a winner. Who gave the most convincing, most passionate defense? They are the Globe’s Greatest Green Grocer. Give them an apple or some other produce prize.
s ’ t e n a Pl e Th Pleasing t s o M roduce P
Use It! 8 fruit & veg items Planet’s Most Pleasing Produce slide
Time It! 10 minutes
This is similar to the last game but
For this game, you will be given an individual piece of fruit or veg and your challenge is to convince us that that particular fruit or veg is The Planet’s Most Pleasing Produce.
is more like a panel discussion or debate. Take several volunteers. Each person gets one piece of fruit or veg. They must stand at the front of the room and explain why the fruit or veg they are holding is The Planet’s Most Pleasing Produce. They can talk about taste, colour, freshness, health benefits, recipes, where it grows, etc. You can repeat this game with several panels. It works best with at least four people.
You can talk about taste, colour, texture, freshness, health benefits, recipies, aroma, where it grows, personal preferences, or how it is pollinated by unicorns. Our aim is to create the most excited, visible, human advocate for their produce! Again, there are no wrong answers and no way to fail. This game is about having an opinion and backing it with confidence.
Do It! Give an example of an argument for the Planet’s Most Pleasing Produce, then have several individuals or groups try this exercise. Afterwards, you can ask your colleagues: • Who was the most convincing? • Least convincing? Why? • What did we notice about their nonverbal communication? • Body language and gestures? • Eye contact? • How did they relate to the rest of us? After this discussion, you can take the top two GREEN GROCERS as nominated by crowd to do a final battle for Globe’s Greatest Green Grocer.
g n i l e e P ion ht e On
o t g n i t c e Conn s d e e N r Custome
o t g n i t c e n n o C r Needs e m o t Cus
Use It! Peeling the Onion slide
Time It! 5 minutes
Great communications are 1/2 about us and 1/2 about the people we are connecting with. We’ve talked about relating to people through body language.
Get answers from colleagues which
Now let’s talk about thinking from their perspective. What are our customers looking for when they come into our produce departments?
may include ideas like apples, bananas, convenience, etc. Then ask “What else do they need, though?” Show Peeling the Onion slide.
Say It! Here’s what else psychologist Abraham Maslow said all human beings need. Can our produce department meet all of these? Let’s see if say it we can think of ways.
Do It! Take ideas for each category. Examples include: • self actualisation: creative new recipes, learning new food facts • esteem: feeling respected as a person by our Tesco colleagues • love/belonging: buying the best foods for family, preparing and sharing food for friends • safety: having a department free of safety hazards • physiological: having nutricious and healthy foods available
Custom e Priori r ties
Use It! Customer Priorities Slide
Time It! 10 minutes
Great. Being the GREEN GROCER instead of the RED ROBOT will automatically help us meet these customer needs. But let’s go one step deeper and put ourselves in our customers’ shoes.
Show the customer needs slide. The facilitator and a volunteer will demonstrate a series of customer service scenarios in store.
Individuals have different priorities in different moments. If we connect to a customer but ignore their priorities, we could go horribly wrong. Let’s take a look at customer priorities.
Judging from the body language, questions and overall behaviour of the customer, the colleagues will be asked to name the priority the customer had and discuss ways in which the Customer Assistant’s behaviour could have been better or worse. Scenario videos may be available.
• Speedy: to get in and out quickly, get their stuff and move on • Choosy: to select the best one, to get something really good • Thrifty: to get the cheapest, best value, to save money • Newbie: need help finding things - don’t know where they are • Chatty: want to connect to people, feel they know who they’re buying from
Ask in your store.
POTENTIAL SCENARIOS SCENARIO 1: Customer is in a rush – CA tries to engage them about the seasonality of carrots. SCENARIO 2: Customer is trying to decide what potatoes to buy – The CA comes over and tells them which are his favourite, but doesn’t ask any questions. SCENARIO 3: The customer is in a hurry and cannot find any chillies. The CA realises they are looking for something and offers help. They know there are some out the back and tell them they will be back in 5 minutes. They recommend the customer goes to find the rest of the ingredients for the meal and comes back soon. SCENARIO 4: The customer looks puzzled and they keep walking up and down and can’t decide what to buy. They tell the CA that the doctor has recommended they eat more fruit and veg, but they don’t really know where to start. The CA says they had some cucumber dipped in salsa recently and really enjoyed it – a great replacement for crisps.
You can play a very quick version of this game where a learner draws one of the customer priorities and approaches a GREEN GROCER saying only, “Excuse me, can you help me?” The GREEN GROCER then has to guess by body language alone which customer priority the learner has chosen.
* Scenario videos may be available. Ask in your store.
r u o Y g n i d Buil t e k r Ma Stall
Use It! GREEN GROCER Cards
This change starts today & just keeps going!
The T ools of Engag ement: Your Building Mark Stall et
Creating a Continuous Growth Plan You can use this session as a whole presentation and you can re-use and mofidy separate activities and games to bring fun to your workplace and build reminders into your colleagueâ€™s daily work. Take a few minutes to brainstorm ideas of how you will use the activities and materials in your store to help transform your colleagues from RED ROBOTS to GREEN GROCERS. Write at least three specific action items.
The Key to Change is Practice Practice Practice! Some ideas to encourage continued efforts in your store: 1. Weekly check-ins about the 3 reminders: ask colleagues to track their own progress and keep a diary 2. Body language and mask activities 3. The GREATEST GREEN GROCER contest or microcontests to be held on floor 4. Customer priorities role playing exercise 5. Fruit or veg of the week nominations - which fruit or veg is best this week? Why? Whatâ€™s so great about it?
We want you to have fun and be creative in the workplace - because today is the day your job got better. We encourage you to bring the best of YOU to work and Love Every Minute-ful. Best of luck cultivating your new GREEN GROCERS!
Be the Green Grocer Use It!
GREEN GROCER cards & blank paper for GREEN GROCER goals
This is the day your jobs got better because you’ve just been given permission to have fun, enjoy yourselves and be creative in your workplace. We want you to go the extra mile for our customers and we encourage you to bring the best of yourself to work and Love Every Minute-ful of every day.
Pass out cards to colleagues and review the CONTINUOUS GROWTH plan you’ve developed for your store to help them incorporate these new ideas and attitudes into their daily work.
But we realise we’re asking you to change the way you’re used to doing things at work, so we’ll help you along the way with reminders and support.
Ask colleagues to set 3 goals for themselves in the next week to help them on their way to becoming GREEN GROCERS. Have colleagues share their goals. Ask what help they’d like or need.
Green Grocer Card
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Published on Nov 12, 2013