PERFORMANCE & DEVELOPMENT CONVERSATIONS

You are invited!

Your Performance REFLECTIONS
WHAT

& Development
Please be prepared to share your
Conversation reflections on the following questions:
1)1 Your purpose,
. What haverole,
you&learned
approachto and where
help you
Date:
WHEN

you can improve? What is going to help

make an even bigger impact to our you
Time: improve?
store’s Purpose?

2)2What
. What
havedo
you learned
you needtofrom
help me
you make
to an
even support
bigger impact
yourto our store’s Purpose?
success?
WHAT TO BRING
3.
Your favorite drink 3) What do you need from me to support your
success?
and any topics you
want to discuss 4)4Where dodo
. Where you hope
you wanttotosee
be yourself in 6the
in the next
next 6months
months(work & personal)?
(at work and personally)?

YOU WILL OWN THIS CONVERSATION! ITS YOUR TIME TO SHINE!

TOOLS TO HELP YOU PREPARE:
Preparing for your PDC – provides more reflection
Preparing
questions for owningfor your
your PDC – provides
development. These questions
more reflection questions for
along with your Approach pages are a starting owning
place for
your own reflection
your and for the conversation you have with
development
your manager.

Barista Barista
and Shift and ShiftApproach
Supervisor Supervisorwith Approach
Reflection
with Reflection pages – enables
pages – enables you to understand the expectationsyou ofto
understand
your role, theindicate
and reflect and expectations
where youofareyour
on the
development path reflect
role, and for the work
andyou are accountable
indicate where for.
you are on the development path for
I have also attached expectations for living our mission &
the work you are accountable for.
values for everyone and how straying away might look
REFLECT AND CONNECT
Preparing for Your Performance & Development Conversation
Regular reflection on your own performance can transform your experiences into learning and growth. You
can take an active role in your growth at Starbucks by incorporating reflection into your daily work, asking
for feedback and taking time to thoughtfully prepare for Performance & Development Conversations.
These questions along with your Approach pages are a starting place for your own reflection and for the
conversation you have with your manager.
Discuss with your leader
• Share what you learned
from your reflection
• Listen to your leader’s
What progress have I In what ways have I How have I demonstrated observations
REFLECT ON YOUR PERFORMANCE made toward my goals? helped others succeed? Living Our Mission & Values? • Talk about upcoming
• Review the Approach • My most significant • I helped someone • I have helped create a priorities and opportunities
for your role accomplishment was… else by… culture of belonging by…
• Complete a Reflection for • I am most proud of… • I supported another’s • I have acted with courage
your role development by… and challenged the status
• I have advanced my
• Revisit your quo by…
capability in...
Development Plan • I have connected with
• Consider these questions... others by…
• I have delivered my best by…
What are
my upcoming
priorities?
PLAN FOR YOUR FUTURE
• Clarify your goals
• What is most important and priorities
right now? • Determine appropriate
development experiences
• What does the team
need from me? • Update your
How does this link to my
Development Plan
career goals?
What do I • The work I find most
meaningful is…
need to be
successful? • What are potential career
opportunities for me?
• What skills do I need to
• What is most develop to prepare?
important right now?
• What does the team
need from me? © 2020 Starbucks Coffee Company. All rights reserved. For internal use only.
 HOW WE EXPECT ALL PARTNERS TO SHOW UP
LIVING OUR MISSION & VALUES
To inspire and nurture the human spirit – one person, one cup, and one neighborhood at a time.
Authentic & Inclusive
Creating a culture of warmth and
belonging, where everyone is welcome
lives
• Are a keeper of our culture, using rituals and
points of connection to honor our heritage
• Embrace diversity in every way
• Speak from the heart
• Create an environment that is uplifting
• Celebrate and share success with humility
Put the needs of others ahead of their own
Connect those who can benefit from working
together or learning from one another
strays from • Struggle to acknowledge and consider the
needs of others
• Intentionally or unintentionally keep
information or knowledge to themselves
• Make decisions without first seeking input
from others
• Disregard points of view that are different
from our own
We are performance driven, through the lens of humanity
Curious & Courageous
Acting with courage, challenging the
status quo
• Demonstrate a growth mindset and
role model personal growth through
self-awareness and reflection
• Are willing to take risks and act boldly to
improve or innovate
• Have the courage to do what is right
Confront the reality of a situation – good
and bad – and resolve conflict constructively
Make decisions clearly and efficiently and
can explain their rationale to others
• Avoid taking risks or trying new things
that are outside of our comfort zone or
feel too challenging
• Avoid giving and receiving feedback
• Dismiss a new idea before fully
understanding or considering it
• Reject or criticize changes in a way that
negatively affects business or team morale
Present & Transparent
Being present, connecting with
transparency, dignity and respect
• Proactively develop relationships to build
a broad and diverse network
• Seek to understand others’ perspectives by
soliciting input and actively listening
• Do what they say they will do and earn trust
through their actions
Appropriately share information to ensure
others have what they need to be effective
Recognize the contributions of others
• Struggle to build positive working
relationships grounded in trust and respect
• Speak more than we listen
• Say one thing, then do another
• Avoid conflict by refusing to listen to, or
share, difficult feedback in constructive ways
Disciplined & Purposeful
Delivering our very best in all we do,
holding ourselves accountable for results
• Focus obsessively on the partner and
customer experience
• Establish clear goals that define success
• Transform failure into learning, moving
forward with purpose
• Are resilient, quickly recovering from
feedback, setbacks, challenges, and changes
Stick with the messy middle of problem
identification before developing solutions
with the end-user in mind
Nimbly adapt to shifting priorities
• Accept mediocrity
• Blame others for our mistakes
• Focus solely on our own success instead of
the success of the team
• Focus on activity vs. outcomes
• Fail to understand the impact our behavior
has on others
Excellence in
Creating the Starbucks Experience

Baristas work together to be the best moment in every

customer’s day while delivering expertly — crafted products.
They bring Our Mission & Values to life — for our customers and
each other — while proudly wearing the green apron.

OPERATIONS ACTIVITY

Be Committed to Customers

Makes the customer their top priority by

genuinely creating a personalized experience
for each customer

GENERATE INSIGHTS Let’s talk about your customer connections.

• How do you get to know customers?

• How do you know that you are creating best

moments for your customers?

• Describe how you ensure you are prioritizing

customers on your shifts.

• How do you ensure that you have the

information you need for each shift?

• Describe how you have recovered an experience

for a customer.
OBSERVE

To Achieve Results, a barista who is in the 'owning' stage of • Creates a warm and welcoming environment
the development path: by taking initiative to greet and thank
customers

• Prioritizes customers and reads customer

cues to create a personalized experience that
delights the customer

• Demonstrates our customer service

commitment (smiling, offering a friendly
greeting, learning customers’ names and
orders, assuming the best in others, saying
thank you) in each interaction

• Actively listens to customers by remaining

present and working in assigned position
to build customer confidence and deliver
exceptional experiences

• Uses the Barista Pattern on each shift

• Follows the LATTE Model to recover the

experience when things don’t go as planned

24 © 2019 Starbucks Coffee Company. All rights reserved. For internal use only.

BA R I STA A P P ROACH
LEADERSHIP ACTIVITY
Be Focused on Quality
Proudly develops expertise in their craft while
diligently maintaining equipment and the
store environment
Let’s talk about quality.
• How do you ensure that you remain present
and consistently deliver quality products?
• How are you working to elevate your craft?
• How do you take care of the physical store
environment?
• Crafts and serves only the highest-quality
products
• Continually hones their craft through
learning and practice
• Follows our standard work methods and
guidelines by working in assigned positions
and routines
• Uses Siren’s Eye as a baseline for display and
merchandises food to ensure food is visually
appealing, stocked and signed appropriately
• Completes responsibilities on station cards
and Clean Plays to keep the equipment and
store environment clean, safe and ready for
customers
Guide to Coaching
Be Dedicated to Each Other
Contributes to the success of the team
and supports others to do their best work
Let's talk about teamwork.
• How do you support teamwork on your shift?
• How do you know what goals the team is
working to achieve?
• How are you elevating your personal learning?
• How do you get to know partners that are
different than you to understand their
perspective?
• Regularly seeks feedback from customers
Builds rapport with partners on shift and
displays a positive attitude that enables the
team to work together effectively
Seeks opportunities to appreciate and
recognize fellow partners
• Checks in with Play Caller to ensure they have
the information they need for each shift
Communicates important information to the
manager and the team in a timely manner
• Understands the impact of change on
themselves in order to embrace the change and
move forward
• Helps create an environment of warmth and
belonging where everyone is welcome
25
Excellence in
Creating the Starbucks Experience

Baristas work together to be the best moment in every

customer’s day while delivering expertly — crafted products.
They bring Our Mission & Values to life — for our customers and
each other — while proudly wearing the green apron.

BA RI STA PAT T E RN
The consistent way to prepare, craft and connect to bring
the Starbucks Experience to life on each shift

CRAFT &
CONNECT

PREPARE TRANSITION

CHECK IN WITH CHECK OUT WITH

Yourself Your Team

• Am I ready to create best moments for • Show appreciation for your fellow partners!
customers and partners?
• Am I in dress code from head to toe with Yourself
my hands washed? • During my shift today, I created best
moments by...
• Am I clocked in with everything I need?
• Did I focus on quality and craft only the
highest-quality beverages?
Your Team
• What position/routines will I be responsible for? • What will I do differently on my next shift
to create the Starbucks Experience for
• What are today’s goals? customers and partners?
• Who is on my team today?

Communications
• Is there any new store information?
• Is there any new company information?

26 © 2019 Starbucks Coffee Company. All rights reserved. For internal use only.
 Guide to Coaching
BA R I STA A P P ROACH

MA I NTA I NI NG THE STA RBU CKS EXPER I ENCE

Creating the Starbucks Experience is a big job. When it comes to

human connection, each person has a unique perspective. The LATTE
Model helps you navigate your interactions with customers in a way
that makes everyone feel valued.

LAT T E MO D E L

A guide for connecting with our customers when we haven’t met their needs

ISTEN POLOGIZE AKE ACTION HANK NSURE

S AT I S FA C T I O N
Ensure the customer Allow the customer Make sure the customer Show the customer Encourage the customer
feels heard as they to feel included as feels supported with you appreciate to return, giving us
voice their concern. you work to make the steps you take. them for bringing another chance to
the moment right. their concern to our delight them.
attention.

27
Excellence in
Creating the Starbucks Experience

Baristas work together to be the best moment in every

customer’s day while delivering expertly — crafted products.
They bring Our Mission & Values to life — for our customers and
each other — while proudly wearing the green apron.

For each of the following statements, indicate where you are on your
development path. Be ready to discuss an example with your coach.

L O A
BA R I STA

I create a culture of warmth and belonging where everyone is welcome.

L O A
I act with courage and challenge the status quo.

L O A
I am present, connecting with transparency, dignity and respect.

L O A

I deliver my very best every day and achieve results.

L O A
I consistently take the initiative to greet customers and ensure they feel
welcome throughout their visit.

L O A

I am confident in restoring the Starbucks Experience when things don't

go as planned.

L O A
I use my tools and training to develop my coffee and product knowledge
so I can help customers find their favorites.

L O A

© 2019 Starbucks Coffee Company. All rights reserved. For internal use only.
 Reflection
BA R I STA A P P ROACH

I use the Barista Pattern to ensure I have the information I need to create
personalized experiences for customers.

L O A
I follow our standard work methods and serve only the highest-
quality products.

L O A
I consistently reflect on how I feel about changes in order to embrace the
change and move forward.

L O A
I continually hone my craft through learning and practice.

L O A
I consistently complete responsibilities on Operations Station Cards and
Clean Plays.

L O A
I am confident in my ability to effectively work together in the play.

L O A
I seek opportunities to create best moments for customers and
fellow partners.

L O A

I ask for and offer help.

L O A

I take the initiative to advance my personal learning and to achieve goals.

L O A
 CAPTURING YOUR PLAN FOR GROWTH
Partner Development Plan (PDP)
Partner Name: Date:
Development Focus Areas Development Actions Conversation Notes
These are the things you're working on to Consider what experiences, people, or As you reflect and plan throughout the
help you be your best self. Within your training will help you grow. What feedback year, consider your progress and what-if
Approach, what dimensions do you want and support do you need from your any-adjustments to make to your
to grow in? Consider where you are on the manager and other partners? development plan.
development path in your current role, as TIP: Most of the experiences that will help TIP: Add notes on your progress before
well as your long- term career aspirations. you develop will be on-the-job. your next Performance & Development
TIP: Focus on specific skills or behaviors Conversation with your manager.
tied to the dimension you identified, such
as “building trust-based relationships” or
“setting work priorities.”

© 2019 Starbucks Corporation. All rights reserved. For internal use only.