Vol. 7, No.2 February-~arch 1981 Employees Participate In Training Conference,_--, I Provide Input For Future Training Some 100 employees, representing In the past, between 75 and 150 crafts to improve overall service to a cross section of the passenger ser­ new employees have been hired to the customer. vices department, spent three-and-a­ jobs in those areas and were then Until now all training was done by half days attending the department's trained on the job. the department's seven trainers, with first-ever "National Conference on Participants also helped manage­ some assistance from other field Training" from Tuesday, February ment determine what roadblocks exist employees. It was directed primarily 24, to Friday, February 27. for employees in performing their at newly hired employees or at ac­ By all accounts, it was a resounding jobs effectively and ways to gain quainting existing employees with success . ..and a beginning, not an cooperation, through training and new equipment as it arrivied on the end, to improved training communi­ communication, between the various property. Less formal training in- cations. The conference represented a ra­ dical departure from the past in deter­ mining the training needs-and the actual training programs-for the several thousand contractual em­ ployees in the passenger services department. The conference also represented a commitment from Am­ trak's top management to draw on the skills and experience of employees themselves to shape the best, most in­ novative and effective training pro­ grams for the future. Participants were chosen from con­ tract employees at stations, com­ missaries and on-board crew bases from across the country. They either Rima Z. Parkhurst, vice president, passenger services, speaks to participants early in the con­ volunteered or were picked by field ference. "/ have the utmost respect for each of you, " she said. managers and the department's seven trainers as some of the top employees in the company, those who could des­ cribe well the skills, qualities and qualifications needed for their posi­ tions, then determine the best training for both new and existing employees in the department. Most immediately, the conference will result in a new training program for the approximately 300 employees who are hired each spring to meet the summer demand for increased forces on board Amtrak trains. But the con­ ference participants also will help shape the first-ever formal training program for new employees hired to Yvonne Thompson, lead service attendant, at flip chart, leads a mixed craft workshop. Trainer work in the department's stations and and Group Leader Willie Holder, at right, worked with her to keep discussions going after set­ commissaries. ting forth the group's task. \ Joy Smith Jim Brown Paula Donnelly H H reawakened the old team spirit " . started a heartbeat here. " H rather be part of the solution " troduced employees to new proce­ qualitative skills as well. Thanks to you there is a new spirit at dures, such as food provisioning Conference participants also sug­ Amtrak. Let's look at each other, see systems. This was done on an as­ gested ideas for formal recurrent what the solutions are and then let's needed basis, through briefings and training of existing employees. Such do something about it. on-the-job experience. training will upgrade skills and stan­ " Training is the most important And although training, until now, dardize new information employees process of involvement. Employees has covered such aspects of service as need periodically to assure their pro­ have a piece of the action and this is hel in handicapped passengers, it fessional d~velop-ment and to im­ your chance.....to~k~ur.e-Il1istake generally focused on technical skills, prove service to the passenger. don't happen in future training. such as equipment operation, rather In his opening remarks to the "It is the most important thing we than qualitative skills, such as com­ group on Tuesday, Clark Tyler, can do at'Amtrak." municating with passengers. Parti­ group vice president, passenger ser­ Participants worked from Wednes­ cipants in the conference helped vices and communications, said, "We day morning through mid-day Friday determine what training is needed in have a product we can brag about. in a series of 10 workshops, four comprised of mixed crafts, six of single crafts. They were guided by the seven trainers, by several skilled con­ sultants and by Washington-based managers who are not in supervisory positions. Each group was also guid­ ed by a co-leader from the group. After each workshop, each group produced a written summary of its findings and recommendations. These will result in a comprehensive report on the entire conference in ear­ lyMarch. To insure that participants were as candid as possible during the work­ shops, no top management was pre­ During the week prior to the conference, Amtrak's trainers took part in some training sent. sessions of their own. In one, they underwent blindness awareness training, produced by At the conclusion of the sessions, Washington's Columbia Lighthouse for the Blind and the passenger services depart­ Rima Parkhurst, vice president, pas­ ment. Trainer Dan Gardner, left, and Ernest Ford, train attendant, Washington, on special assignment to help in retraining, wear masks simulating tunnel vision and senger services, told the group, "This cataracts. Directing the exercise is Opthamologist Dr. Joanne Economon. conference is a beginning, not an end. "As you have recommended, after 2 you leave here you will meet as "It's a very simple vision," he said. comradeship. We've come so far to groups with your regional manage­ "It's that together we can establish know we're so close. Our passengers ment to brief them on what was the best transportation company in need us ...and we need them." covered, what was recommended and the country. Brown echoed the theme. "We've how those recommendations can have "And we are on the way to doing started a hearbeat here. Our training an effect in your regions. Then, with­ just that. Our progress isn't swift, or is the heartbeat. This means as much in two months, we'll hold a similar even. We aren't on a steady in­ to us as it does to Amtrak." conference to involve first-line super­ cline ...but we are climbing. We are Donnelly took another tack. vision in the same process. heading for that goal and when that "Some of us have been called trouble "I hope, too, that you will also happens, it will be because of people makers," she said. "However, we'd take the messages, hopes and work of like you." rather be part of the solution than this past week to your co-workers. Joy Smith, lead accounting clerk, part of the problem. We'd rather Our role here at headquarters will be Washington; Jim Brown, chef, Los cause change than cause trouble. to help and support you in this ef­ Angeles; and Paula Donnelly, com­ "We've always been told we are fort. ..and insure that progress con­ missary clerk, Chicago, presented the part of the team. Thanks to this con­ tinues. " participants' impressions of the con­ ference, we now feel a part of that Speaking to the group at a dinner ference at the dinner. team. on Thursday night, Amtrak President Said Smith, "This conference has "At last, the arrow is finding its Alan Boyd told of having a vision. reawakened the old team spirit and point. " (Below) Trainer Wimpy Isaacs, left, along with Ken Dejidas, ticket agent, Philadelphia, and Ken Bunetta, ticket agent, Hollywood, Florida, go over topics for the first workshop. (Right) Trainer Dan \ (\ 21" Gardner makes a point \ .>.1-\ '\v>', on passenger "turn \ \ \ ons" and "turn offs" during one of the first workshops. (Below) Baggageman Len Wachniak, Milwaukee, ponders a point made during the free and , open discussions. (Left) Participating in a mixed craft workshop are, clockwise from far left, Floyd Beacham, steward, and Arlene Barry, service attendant, Oakland; Bill Beck, train attendant, Boston; Jay Fountain, steward, New Orleans; Trainer Sandy Thompson; Mary Hester, ticket agent, Chicago; Gerald Mungin, commissary worker, Miami; Fred Hardin, redcap, Chicago; and Mar­ garet Sander, lead accounting clerk, New York. (Below) Susan Weiss, lead service attendant, Chicago, presents her view as Richard Ruffin, train attendant, New Orleans, Sue Gaede, manager, service standards, and group leader; and Mick Savkovich, ticket agent, Alexandria, listen. (Right) Virginia Croder, ticket agent, Los Angeles; Diane Vetock, lead ticket agent, Cleveland; and John Gorham, ticket agent, Boston, consider the discussion during one of the workshops. Florida Family Days __________--. I Attract 50,000 To Equipment Exhibit Successful Family Days were held board Coast Line employees and their Beech Grove shops; a Superliner in Jacksonville, Florida, on Saturday families were invited to a special pre­ coach, sleeping car and diner; a tran­ and Sunday, January 17-18; Orlando view on Saturday from 9 to 11 a.m. sItIOn dormitory-coach; an Am­ on Tuesday, January 20; and Miami Two free excursions were available dinette; and Seaboard Coast Line and on Saturday and Sunday, January for employees. Public showings were Southern Railway cabooses. Special 24-25. Almost 50,000 persons attend­ from 11 a.m. to 6 p.m., Saturday, stairs were provided so visitors could ed the three events. and 10:30 a.m. to 6 p.m., Sunday. walk through the cab of an F40PH Although crowds were compara­ Cost to the public for the LRC locomotive. tively smaller because of unusually rides was $3 for adults, who could br­ Exhibits by the Jacksonville Tran­ cold weather on both Saturdays, tem­ ing along one child free.