Th​is presentation addresses the role of franchise training in developing the knowledge, skills and attitudes in franchisees and their staff to achieve franchisor standards.

1. Training:
The DNA of Your
Franchise System
1© MSA Worldwide

2.  Franchisees
 Franchisees’ Managers
 Franchisees’ Employees
 HQ Field Staff
 Other HQ Personnel
Who Needs Training?
2© MSA Worldwide

3. Establishing &
Upgrading Training
Set Training
Objectives
Develop Plan
Develop
Materials and
Visuals
Pilot Test
Implement
Evaluate
and Refine
3© MSA Worldwide

4. Training Objectives
 What should trainees be able to accomplish
after participating in the training program?
 What is the desired level of such
accomplishment, according to industry or
organizational standards?
 Do you want to develop attitudes, skills,
knowledge, or some combination of
these three?
4© MSA Worldwide

5.  Program duration
 Program structure
 Instruction methods
 Trainer’s
qualifications
 Training location &
environment
 Criteria & methods
for assessing
participant learning
and achievement
 Criteria & methods
for evaluating the
program
Elements of a Training Plan
5© MSA Worldwide

6. Time & Interactivity
6
Less
time/More
talking head
More
time/More
interactivity
© MSA Worldwide

7. Planning what Franchisees Need to
Know (Sample Topics)
What When Where How Who
Approved
Marketing
Tactics
Marketing
Planning
Prior to class
Prior to class
In class
Live webinar
Home
HQ
Screen share
and review
items
Complete
Market
Introduction
Plan
Bring for
review in class
Marketing VP
Generating
Leads
Prior to class
In class
Home
HQ
Webinar
Bring for
review in class
Sales Director
7© MSA Worldwide

8. Planning what Franchisees Need to
Know (Sample Topics)
What When Where How Who
Sales calls During class HQ Trainer demo
Role plays and
feedback
Sales Director
Taking Inventory Prior to
opening
On site Trainer Demo
Practice using
checklist
Field Staff
Merchandising Prior to
opening
On site Trainer review
of visual
merchandising
plans
Field Staff
8© MSA Worldwide

9.  A legal term that addresses the
franchisor’s liability in the
event of a lawsuit against the
franchisee.
 Franchisee’s employees or
customers may claim that the
franchisor is at fault in addition
to the franchisee.
What is Vicarious Liability?
© MSA Worldwide 9

10.  Co-employment is a relationship
between two or more
companies, in which both have
rights and obligations as an
employer.
 Franchisors do not have these
rights over franchisees’
employees.
 The “risk” is giving the
appearance of having employer
rights over franchisees’
employees.
What is Co-Employment Risk?
© MSA Worldwide 10

11. DO
 Place disclaimers on manual pages or
sections that pertain to employee
management
Co-Employment
Do’s and Don’ts
© MSA Worldwide 11

12. DON’T
 Provide personnel-related material without
the written caveat that these are what the
franchisor uses; franchisees may choose to
use same with their company name, not the
franchisor name.
Co-Employment
Do’s and Don’ts
12© MSA Worldwide

13. Can Franchisors train
Franchisees’ Managers?
13
YES
Manager
Certification is
often
required.
© MSA Worldwide

14.  Provide materials and training to franchisees
 Train the franchisee’s trainer
 Deliver employee training directly
◦ Webinars
◦ Local Classes/Conferences
◦ eLearning/mLearning
How Will You Support
Franchisees to Train Employees?
14© MSA Worldwide

15. Planning What Franchisees’
Employees Need to Know
(Sample Topics)
What When Where How Who
Menu items
(Restaurant)
Before serving
customers
On site Review and
quizzes
Manager
Sales skills
(In home sales
business)
Before going
into prospect
homes
eLearning on
computer or
mobile
device
Face to face
View video
Role Play and
feedback
Franchisee or
Manager
15© MSA Worldwide

16.  Criteria for selection? Internal vs. external
candidates?
 Where do you begin?
 The role of mentoring
How Will You Train
Field Staff?
16© MSA Worldwide

17. Planning What Field Staff
Need to Know
What When Where How
Interpersonal
Skills
Upon selection
Business
Analysis &
Consulting
Skills
HQ and in
the field
Technical
Skills
Upon selection
if possible
17© MSA Worldwide

18. Evaluating Training
Type of Training How to Evaluate
Franchisee Training  Tests
 Training ratings/end of class feedback form
 Field Staff start-up and ongoing observations
 Launch results: First year to 18 months
 Help Desk/HQ calls from franchisees
 Surveys/Phone interviews
Employee Training  Tests
 Field Staff start-up and ongoing observations
Field Staff Training  Reports to HQ
 Feedback from franchisees
 Territory performance
18© MSA Worldwide

19. Marla Rosner, CFE
Senior Learning & Development Consultant
MSA Worldwide
415-225-8607
mrosner@msaworldwide.com
19© MSA Worldwide