Starbucks Playbook: Roles and Routines

Overview

Starbucks Teaching Model Overview

Before the training:
 Review the Starbucks Teaching Model
 Review how to utilize the Starbucks Teaching Model to train the new Routines

Starbucks Teaching Model

The Starbucks Teaching Model is the standard way to teach all new and complex Routines,
which require learners to demonstrate multiple repetitions of the Routine being learned.

1. Prepare  Put the barista at ease and encourage them to ask questions.
 Assess the barista’s prior knowledge.
 Tell the barista what you will be teaching them.
 Tell the barista why it is important.

2. Present  Demonstrate the skill, talking through the Major Steps. State the step number
as well as the total number of steps.
 Demonstrate the skill again, talking through Major Steps, Key Points, and
Reasons Why.
 Provide enough information to complete the skill without overwhelming them.
 Provide additional tools or job aids as needed.

3. Practice  Have the barista demonstrate the skill without saying anything. Provide
redirecting feedback as necessary.
 Have the barista demonstrate the skill again, talking through Major Steps. Be
sure to include the step number.
 Have the barista demonstrate the skill a third time, talking through Major Steps,
Key Points, and Reasons Why. Continue practicing the skill until the barista can
demonstrate the skill correctly.
 Provide reinforcing and redirecting feedback through all steps.

4. Follow-Up  Ask the barista for any remaining questions they may have and provide answers.
 Tell the barista where they can go for support.
 Check in with the barista as they perform on-the-job.
 Provide reinforcing and redirecting feedback through all steps.

© 2013 Starbucks Coffee Company. All rights reserved. For internal use only.

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 Starbucks Playbook: Roles and Routines
Overview

Using the Starbucks Teaching Model for Playbook Training:

 Review the table below on how to utilize the corresponding Trainer Guides and
apply the Present and Practice steps of the Starbucks Teaching Model to train the
new routines.

How to Apply Starbucks Teaching Model

Routine
Present Practice Reasons Why

Store  Demonstrate twice
Support o First saying the Major Steps
o Second saying the Major
Steps, Key Points, and
Reasons Why
 Participants demonstrate three  Practicing as a group takes less time
times as a group  Still allows all participants to
o First as a group without demonstrate the full Store Support
saying anything Work Block Cycle and Routines three
o Second with each full times
participant saying the
Major Steps
o Third with each participant
saying the Major Steps, Key
Points, and Reasons Why

Café Order  Demonstrate twice
o First saying the Major Steps
o Second saying the Major
Steps, Key Points, and
Reasons Why
 Participants demonstrate two
times each
o First saying the Major Steps
o Second saying the Major
Steps, Key Points, and
Reasons Why
 Practicing only twice saves time
 Café Order Routine is low complexity
 The third repetition of
demonstrating silently is not needed

Gather  Demonstrate once saying the Major  Optional  Gather Routines are simple –
Routines Steps, Key Points, and Reasons Why practice may not be necessary and is
by choice

Drive-Thru  Demonstrate the Drive-Thru Order
Order and Routine three times
o First saying the Major Steps
Drive-Thru o Second saying the Major
Window Steps, Key Points, and
Reasons Why
o Third saying the Major Steps,
Key Points, and Reasons Why
 Demonstrate the Drive-Thru Window
Routine three times
o First saying the Major Steps
o Second saying the Major
Steps, Key Points, and
Reasons Why
o Third saying the Major Steps,
Key Points, and Reasons Why
 Participants demonstrate the
Drive-Thru Order and Drive-Thru
Window Routines three times each
o First without saying
anything
o Second saying the Major
Steps
o Third saying the Major
Steps, Key Points, and
Reasons Why
 The first participant will practice
demonstrating the Drive-Thru
Order and Drive-Thru Window
Routines consecutively before the
second participant, and then the
third.
 Presenting three times and
presenting/practicing the Drive-Thru
Order and Drive-Thru Window
Routines consecutively allows the
trainer and learner to fully engage
the WPT
o Three repetitions fills the
WPT with items to be
triggered
o Also sets up WPT for
demonstrating the Drive-
Thru Window Routine

© 2013 Starbucks Coffee Company. All rights reserved. For internal use only.