Trainer-Training System at AHS

Presented by Dickson Fung, Executive Housekeeper at Pullman and Ibis, and Kerry Mallon, Operation Manager SA

Motivation for Involvement

Drawn from past experiences working in diverse teams, we have gained invaluable insights into the intricacies of collaboration among individuals with varying backgrounds, perspectives, and skill sets. These experiences have not only shaped my understanding of teamwork but have also highlighted the importance of harnessing the strengths that each member brings to the table. By engaging with colleagues from different cultures, industries, and educational backgrounds, I have learned how to navigate challenges and leverage our differences to achieve common goals.

We have recognised the positive impact of diversity on team dynamics and morale, as teams that embrace a wide range of viewpoints tend to be more innovative and effective in problem-solving. The richness of ideas generated through diverse perspectives fosters creativity and encourages out-of-the-box thinking. Moreover, such environments often lead to higher job satisfaction and employee engagement, as individuals feel valued and understood, which significantly enhances overall productivity and team cohesion.

Our aim is to foster a supportive and comfortable environment for all employees, where everyone feels safe to express their thoughts and ideas without fear of judgment. This involves actively listening to team members, providing constructive feedback, and ensuring that all voices are heard during discussions. By creating a culture of respect and openness, we strive to empower individuals to share their unique insights, ultimately leading to a more collaborative and harmonious workplace.

We promote growth by challenging team members to learn from one another, encouraging a culture of continuous improvement and development. This can be achieved through mentorship programs, collaborative projects, and knowledge-sharing sessions that allow team members to teach each other new skills and perspectives. By facilitating these learning opportunities, we aim to help individuals expand their capabilities and confidence, which in turn enhances the overall competency of the team.

We actively encourage inclusivity, allowing everyone to contribute uniquely to our collective efforts. This means recognising and celebrating the diverse talents and experiences that each person brings, and ensuring that all contributions are acknowledged and appreciated. By fostering an inclusive atmosphere, we aim to dismantle barriers that may prevent individuals from fully participating, thus enriching our collaborative efforts and driving innovative solutions that reflect the diverse needs of our clients and stakeholders.

Overcoming Challenges:

Strategies for addressing emotional challenges include a variety of techniques that can help individuals navigate through their feelings and experiences effectively. Support groups can also be beneficial, as they offer a space to share experiences and gain insights from others facing similar issues.

The importance of open communication and understanding different perspectives cannot be overstated in both personal and professional relationships. Open communication fosters an environment of trust and respect, allowing individuals to express their thoughts and feelings without fear of judgment. It is essential to actively listen to others, acknowledging their viewpoints even when they differ from our own. This practice not only enhances mutual understanding but also helps to resolve conflicts amicably.

Overseeing housekeeping operations involves a multifaceted approach to ensure that cleanliness, organisation, and maintenance standards are upheld within an establishment. This responsibility includes developing and implementing cleaning schedules, monitoring the quality of work performed by staff, and ensuring that all areas meet health and safety regulations. Additionally, overseeing inventory management for cleaning supplies and equipment is crucial to maintain operational efficiency. Regular training and performance evaluations of housekeeping staff are also necessary to ensure that they are equipped with the latest techniques and best practices in the industry. This role requires strong leadership and organisational skills to manage the team effectively and to address any issues that may arise promptly.

Coordinating staff recruitment and training is a vital function that plays a significant role in the overall success of any organisation. This process begins with identifying staffing needs and creating detailed job descriptions that outline the skills and qualifications required for each position. Once candidates are sourced through various channels, such as job postings or Disability Employment Service (DES) providers, the selection process involves conducting interviews and assessments to find the best fit for the team. Following recruitment, developing a comprehensive training program tailored to the specific needs of new hires is essential. This training should encompass both technical skills related to the job and soft skills that promote teamwork and communication.

Ongoing training and development opportunities should also be provided to ensure that staff remain engaged and up-to-date with industry trends.

Lesson Learned from Diverse Team

• Diverse employees (e.g., refugees and people with disability) have diverse communication styles influenced by their cultural backgrounds and past experiences. Some communicate directly, while others use indirect methods, relying on context and non-verbal cues. The trauma of displacement can affect their workplace reactions, making them sensitive to criticism or reserved. Understanding these styles is essential for an inclusive workplace.

• Patience and personal connections are crucial when working with diverse employees. Patience helps them adjust to new norms, while personal connections foster comfort and support. Listening to their experiences builds trust, enabling open dialogue and a harmonious work environment.

• Recognise diverse employees as individuals with unique stories and challenges. Understanding their backgrounds and resilience promotes empathy and respect, empowering them and enhancing job satisfaction and performance.

• Building personal connections is key for effective communication and teamwork. Trust and belonging encourage idea-sharing and open discussions, crucial in diverse teams. Relationship-building activities enhance cohesion, empowering all employees to contribute unique perspectives, driving innovation and creative problem-solving.

Support and Success

• Using a trainer-training program pairs experienced employees with new hires to enhance skills through mentorship. This hands-on approach provides practical insights and personalised guidance, accelerating learning and fostering a collaborative environment. Regular check-ins and skill assessments reinforce confidence and competence.

• Showing appreciation is vital for a positive workplace culture. Recognising newcomers' contributions enhances their sense of belonging and motivation. Appreciation can be verbal praise, formal recognition, or small gestures like thank-you notes, boosting morale and team cohesion.

• Using accessible information ensures all employees have necessary resources. Offering diverse materials like videos, posters, and apps caters to different learning styles, empowering employees to actively engage and retain knowledge, easing their transition into new roles.