Donald Burns argues restaurants waste money training only hard skills. A 60/40 split favoring soft skills like communication and accountability fixes emotional outbursts, poor communication, and lateness that the standard 95/5 approach ignores.
I teach frameworks, Stephanie. Always. You gotta. Yeah, I bet you have a frame for that. Yeah, I got a frame for that. You know, I always have a frame for a frame for a frame. It's always a frame within a frame. It's basically what the TRC method is. It's a frame within a frame. That's all it is. And then we have horizontal frames, we have vertical frames. We stack the frames so we have. We start. We start getting advanced stuff. We start doing what we call a frame stacking, which just gets crazy. But 64 to protocol is that most restaurants train mostly for hard skills. What we say is that you should train 60% for soft skills. Those communication, time management, just. Just teaching people how to be better human beings. And then 40 should be the hard skills. Where most restaurants are like 90, 10, or maybe not even 95. 10, 95 hard skills. Only 5%, like, teach anything. And then what's the normal problems we have is that they can't manage their soft skills. They can't manage their communication. They have outbursts, emotional outbursts. They can't communicate. They don't know how to manage their time to show up late. They don't have any accountability for themselves. So we've been making this big switch in our training protocol to this 6040 switch, which I think is going to really help change the game.
If your restaurant only works because you work 80 hours a week, it doesn't work.
