Technology: Leaps and Bounds
Tech-based training lets Spanish-speaking employees learn English at their own pace.
By Christine Zimmerman, Contributing Editor -- Chain Leader, 10/1/2004
The Palm Restaurant Group had tried it all to help its Spanish-speaking employees learn English: bringing instructors into the restaurants, offering classes at a local community college, even considering a proposal from language-translation company Berlitz.
 The Sed de Saber program offers a multisensory experience in which users hear a word, record themselves saying it and then listen to their attempt at the word. |
But nothing has helped the fine-dining establishment boost the skills, morale and careers of its Spanish-speaking workers like the Sed de Saber (Thirst for Knowledge) program, says Scott Vasko, vice president of human resources at The Palm Restaurant Group. Sed de Saber uses a self-paced, interactive laptop pad based on LeapPad, a children’s toy that promotes reading, to offer a multisensory experience in which users hear a word, record themselves saying the word, and then listen to their attempt at the word. The company first got involved in the program through MultiCultural Foodservice & Hospitality Alliance President Gerry Fernandez. “He told me about the pilot and that they were looking for a fine-dining partner,” Vasko says. “I almost leapt over the table.”
Because 54 percent of The Palm’s work force is made up of Hispanics, “This program is a no-brainer,” Vasko says. Six employees went through the pilot. One, a pantry cook who never spoke a word of English to anyone, started showing his new skills after one day. The Palm has promoted some dishwashers who have graduated from Sed de Saber to line cooks now that they can communicate on orders. “The initial results are very encouraging,” Vasko says. The laptop pads are also reusable, which promotes cost savings, he adds.
MFHA presented Sed de Saber to the industry at its conference in August after The Palm and Brinker International, among other chains, tested it this summer. In August, the California Restaurant Association recognized Sed de Saber as the best technology innovation of 2004.
The program will roll out this January. A kit costs $275. It includes six books, batteries, one Quantum Pad, one built-in microphone with recording technology, one headset, AC adapter, instructions and an 800 number for user assistance.
Behind-the-Scenes Technology
Sed de Saber’s technology stays completely out of sight, so that it is not intimidating to users. The program is meant to be completely intuitive and user-friendly. It comprises a laptop pad called the Quantum Pad with an electronic pen attached. Users place different curriculum books on the pad, which then can “read” the book and let users work along. Sed de Saber includes a six-book bundle that teaches about 500 vocabulary words and 340 phrases related not only to the foodservice industry but to everyday life skills.
Each Quantum pad contains proprietary technology from manufacturer LeapFrog Enterprises, including a touch-sensory, radio-frequency technology that makes the books seem to come alive; and TrueSpeak, which offers articulate, friendly and real-sounding voices. Users touch the electronic pen on the page of a book and it reads stories, sounds out words and plays games.
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Bill Groux, founder and chief executive officer of Retention Education, the work-force development company that created Sed de Saber with LeapFrog, says it takes about three to four months for an employee to get through the program. His firm provides support for the participants. Before beginning, participants call an automated system that evaluates their level of English proficiency. After completing three books, the participants call again to go through a midterm evaluation. From there, they either move onto the next three books or spend more time on the first few. After the sixth book, if users pass the post-evaluation, they receive certification.
“We hope then we have established a path to lifelong learning. Either the employees will move to Sed de Saber 2, with new curriculum, or maybe they’ll have enough confidence to take a course,” says Groux.
Seeing the Power
Jose Gomez, director of diversity at Brinker International, says Sed de Saber stands out from other English as a Second Language programs he has seen over the years from both professional and personal experience. “I came to the United States at age 13 and didn’t speak any English. I attended ESL classes at the junior high with my mom. And here I find myself today,” says Gomez.
“I have found within the industry that ESL has been an ongoing issue for several years. The focus has been to find an effective program to place at the forefront,” he says. “Now we have that.”
Brinker tested the technology at its Chili’s, Corner Bakery Cafe, Romano’s Macaroni Grill and On the Border concepts. The concepts were receptive. Gomez says one area director at a Chili’s unit had 100 percent employee response to the offer of testing Sed de Saber.
 LeapFrog’s technology comprises a laptop pad called the Quantum Pad with an electronic pen attached. Users place different curriculum books on the pad, which then can “read” the book. |
Gomez explains that Sed de Saber can help an individual and affect that person’s entire family by enhancing his or her self-esteem, economic potential, personal goals and career development. Operators benefit through improved, efficient communications, which leads to increased food safety and improved customer satisfaction.
Another benefit, Gomez notes, is boosting employee retention: “The Hispanic community, in general, is extremely brand-loyal,” he says. “Sed de Saber directly relates to increased retention. Companies can build a management force from within.”
In speaking with Brinker team members, he realized some highly educated, motivated employees were not progressing at the rate they are capable of achieving because of their lack of English skills.
“I have seen the power of this program at work,” says Gomez. “A few individuals cried when they turned in the pad. One woman who worked with us for five years, and whom everyone thought was extremely shy, was a completely different individual, making conversation with customers and co-workers.”
Brinker already has budget committed for continuing the program, but the company still needs to set goals for the program, develop a support system, identify fast-track employees and figure out how many Quantum Pads it will need.
Gomez says Brinker will pay the entire cost and not charge employees to participate: “This is an investment in our work-force development—in our future.”
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