Shift Lead Essentials (Level 2)

A complete 90-minute session on the people side of running a shift: five short moments every lead meets, each with a clear method and realistic practice.

Who it is for

• Shift leads and supervisors who can run the operation but find feedback, conflict and coaching harder.

• Small-business owners who want their leads to handle people issues on the floor instead of passing every one upward.

• Managers of new leads who were promoted from the crew they now lead.

• Trainers, HR and L&D professionals who need a ready-to-run session for frontline leaders in retail, restaurants, clinics, warehouses and service businesses.

The problem it solves

Most of what a shift lead does for people happens in one- or two-minute moments: a coworker who is stuck, a mistake that needs a word, two people who clash during a rush, good work that goes unnoticed, a new hire who looks lost. Without a method, leads answer every question themselves, avoid feedback, take sides, forget to say thank you and leave new hires to watch whoever is free. This kit gives leads a short, clear method for each of the five moments and lets them practice each one in groups of three with cards from different workplaces.

What is inside

Five moments on the floor: Coach in the moment, Give quick feedback, Settle a conflict on shift, Recognize good work, Support a new hire. Built on KA Company's own methods: PULL™ for coaching, LOOP™ and the Replay Test™ for feedback, and Teach a Task™ for new hires. PULL™, LOOP™, the Replay Test™ and Teach a Task™ are proprietary methods of KA Company.

In-person kit

• Facilitator guide, 45 pages (Word): how to use the kit, session overview and agenda, a plain-language primer, the five moments in depth with examples for five kinds of workplace, answers to the questions participants ask, a preparation checklist, eight timed segments with SAY / DO / ASK / WAIT cues, three demo scripts, answer keys, the practice cards at a glance, tricky moments, a 30-day follow-up plan and ways to adapt the session.

• Slide deck, 26 slides (PowerPoint), with speaker notes that repeat the guide's cues and timing.

Virtual kit

• Virtual facilitator guide, 33 pages (Word), with a producer cue sheet, polls, chat prompts and the breakout texts for every practice card.

• Producer run sheet, 4 pages (Word).

• Virtual slide deck, 27 slides (PowerPoint), with PRODUCER actions in the notes.

Workbook and handouts

• Participant workbook, 20 pages (Word and PDF), including a floor plan for the next two weeks and a 30-day floor log.

• One-page job aid: five moments on the floor (1 page).

• Handout 1: Quick coaching on the floor, with a worked example and question bank (2 pages).

• Handout 2: Feedback in a minute, with Replay Test practice and a feedback planner (2 pages).

• Handout 3: Nine practice cards for coaching, feedback, coworker conflict and pushback, set in a tire and brake shop, coffee shop, support team, restaurant, dental clinic, warehouse, grocery store and clothing store (5 pages).

• Handout 4: Conflict on shift, pushback, and backing up an employee with a customer (2 pages).

• Handout 5: Specific recognition, with rewrite practice and a recognition tracker (2 pages).

• Handout 6: New hire shift plan, with a filled-in example (2 pages).

• Handout 7: Observer checklist (1 page).

• Answer key for the facilitator (2 pages).

How to use it

1. Read the facilitator guide and complete the workbook yourself (about three hours).

2. Print the workbook and handouts, and cut one set of practice cards per group of three.

3. Run the 90-minute session in person or online. Every step tells you what to do, what to say, what to ask and when to wait.

4. Use the 30-day follow-up plan so leads use the five moments on real shifts.

No training experience is needed. If you can run a team meeting, you can run this session.

Formats and file types

• Word (.docx): facilitator guides, producer run sheet, participant workbook. Fully editable.

• PowerPoint (.pptx): in-person and virtual decks with speaker notes. Fully editable.

• PDF: participant workbook, job aid, handouts and answer key, ready to print.

• Fonts: Fraunces and Nunito Sans (free from Google Fonts).

• Licensed for internal use by the purchasing organization.

Frequently asked questions