When two trainers teach a new starter different methods

Separate a preference from a requirement

One trainer starts with the cups, another starts with the till. Those methods may both work. One trainer uses the approved allergen reference while another answers from memory; that is a different kind of disagreement. Identify what result the procedure must achieve before trying to make every movement identical.

Ask each trainer to explain their method away from the trainee and customers. Compare it with current supplier information, equipment instructions and your approved shop procedure where relevant. Do not settle safety questions by seniority or a vote.

Give one person responsibility for the decision

A starter should not need to decide which experienced colleague is right. Name a procedure owner who can resolve ordinary service questions and escalate technical or safety matters to someone competent.

If the correct method cannot be verified immediately, keep the trainee off that disputed activity or use the existing approved safe method under suitable supervision. HSE's guidance establishes the need for clear instructions and adequate training; it does not prescribe the shop-specific method you choose.

Further reading: HSE: information, training and supervision

Write the difference in plain terms

For a non-safety example, suppose staff disagree about when to label a takeaway order. The manager decides labels are prepared after the order is confirmed, then matched at handoff. Explain the reason: it avoids attaching an abandoned or changed order name to the wrong cup.

The instruction should also identify permitted variation. A left-handed worker may arrange their station differently without changing the order checks. Clear boundaries leave room for workable technique while keeping the important control consistent.

Training clarification
Task:
Approved method from today:
Step that must stay consistent:
Permitted variation:
Old instruction withdrawn:
Person who approved the change:
Trainer briefing completed:

Repair the trainee's experience

A trainee who has been corrected by both trainers may stop asking questions. Tell them explicitly that they were given inconsistent information and are not expected to choose sides. Repeat the agreed demonstration, then let them practise without commentary from several people at once.

Use a simple phrase: 'You were shown two versions. We have agreed this one. Please use it, and ask the shift lead if someone tells you differently.' Avoid turning the briefing into an argument about who caused the confusion.

Check whether the conflict was really about capacity

Sometimes the official method only happens during quiet periods. Staff improvise when the queue grows because the written steps do not fit the work. Observe the task during an ordinary busy period and ask what prevents the approved process from being followed.

If the method is impractical, review it properly rather than quietly accepting shortcuts. If it is workable, correct the inconsistent coaching. Keep a short record of repeated disagreements: several conflicts around the same station may show that its procedure needs rewriting, not that every new starter needs another lecture.

Check the agreement on the next shift where both trainers are present. If either person still teaches the old method, address that directly with them rather than asking the starter to enforce the decision.