Developing a Training Strategy for Starbucks: Report and Analysis

This report analyzes a training and development strategy implemented by Starbucks in Vancouver, Canada, to address issues like increasing customer complaints and high employee turnover. The training program's objectives are to improve employee understanding of their tasks, enhance cognitive abilities, and foster positive job attitudes and motivation. The report identifies three key training methods: role play to improve job skills, coaching for professional development and leadership, and lectures to motivate employees and reduce turnover. The report references relevant literature and provides a rationale for each training method, emphasizing their potential to improve employee performance and, consequently, organizational performance. The training program aims to equip employees with better skills and approaches to improve customer service and reduce employee turnover. This report is a comprehensive analysis of a training program designed to address specific organizational challenges faced by Starbucks in Vancouver.

Running head: TRAINING AND DEVELOPMENT
Training and Development
Name of the Student:
Name of University:
Author Note

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Training and Development
Training and development programs are of great importance for a company. Through
trainings, employees get opportunities to enhance their knowledge and understanding.
Employees also get opportunities to develop newer skills which can be used by the company and
be like assets for the company, which will help them better their services. Starbucks in
Vancouver has taken decisions to train their employees and provide them the opportunities for
self enhancement and professional development for being able to develop better services (4). The
problems which they want to address through the training and development program, are poor
customer services, for which the complaints were increasing and a high employee turnover for
the company. The company, thus decided to have training programs for the employees, in order
to address such issues and improve the services which are offered to the customers, as the
employees would get opportunities for acquiring better skills at work.
Objectives
The objectives behind the training and development which have been chosen by
Starbucks, Vancouver are objective oriented. As there have been rise of complaints in the recent
times, the company has decided to facilitate training and development programs which will,
allow the employees to learn about better approaches to work. The objectives of the training
program include the aim that at the end of the training, the employees will have better
understanding of their tasks, as the training program will improve their cognitive ability, as a
result of which, they will be able to understand their roles and responsibilities better, through
which their performances will also enhance. The training process would be of great value, as
the conditions in which the employees receive training determines, how their responses change
for the better. This would ensure that the employees who are being trained are being able to

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retain positive job attitude and motivation. The conditions of practice, should have to be perfect
which will ensure that the employees are motivated and achieve job satisfaction (3). There would
be a criterion for judging the abilities and responses of the employees through the training
program, as it would make certain that the employees have better skills at the end of the program
(1). The training program would be goal orientated ensuring positive characteristics.
Training Methods
The training methods would aim to develop better skills among the employees. At the
end of the training and development programs, the employees should have positive attitude
leading to better performances of the employees. The training methods that should be included in
the program must be to ensure that the employees are able to better perform, achieve goals and
there is an evident decrease of employee turnover in the company. The three methods of training
are Role Play, Coaching and Lecture. Role play will ensure that the learners are able to
understand their work and working conditions for better outcomes, via learning, improving or
developing upon the skills required for a job at Starbucks. Coaching can be effective for the
professional development of the employees, as it allows employees, especially at the position for
supervising to achieve business goals and emerge as leaders by instilling the required skills
for helping employees apply them while working at Starbucks suitably (2). Lectures are
traditional in training and development program, for a large audience, which would, in case of
Starbucks, help to motivate the employees and retain them in the company by lowering the
employee turnover rate. Lecture helps employees make sense of and prioritize their learning
required for Starbucks.
It can thus be concluded by saying, the issues which Starbucks Vancouver is currently
facing, can be overcame with training programs which include role play, coaching and lecture.

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The performances of the employees will improve, which will as, as result increase organizational
performance by reducing the employee turnover rate.

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References
1. Phillips JJ, Phillips PP. Handbook of training evaluation and measurement methods.
Routledge; 2016 May 20.
2. Noe RA, Kodwani AD. Employee Training and Development, 7e. McGraw-Hill
Education; 2018 Jul 21.
3. Shahzadi I, Javed A, Pirzada SS, Nasreen S, Khanam F. Impact of employee motivation
on employee performance. European Journal of Business and Management.
2014;6(23):159-66.
4. Starbucks.ca. Starbucks Coffee Company [Internet]. Starbucks.ca. 2020 [cited 12 March
2020]. Available from: https://www.starbucks.ca/