In 2023, a devastating incident at a Costa Coffee outlet in London, England tragically claimed the life of a 13-year-old girl, who suffered a fatal allergic reaction after consuming a hot chocolate.¹ The recent coronial inquest revealed alarming gaps in employee food allergy safety training, such as the absence of multilingual options and an over-reliance on online modules and quizzes that could be repeated without proper supervision or comprehension checks.

During the inquest, a Costa Coffee barista involved in the incident admitted that they did not fully understand what an allergen was, despite having completed the required training. This tragedy emphasizes the dire consequences of inadequate food safety training and ineffective support systems. It also highlights a dangerous disconnect between theoretical knowledge and practical understanding—a gap that can lead to catastrophic consequences.

Despite widespread implementation of food safety programs and the continual tightening of food laws, food safety incidents and foodborne illnesses remain a significant global threat, with severe economic and reputational impacts. The root of this persistent issue may lie in the food industry's lack of genuine investment in employee training and development. Too often, profit takes precedence over people and safety, leading to superficial compliance rather than meaningful competence.

This article explores the essential elements of high-quality employee training programs that make a lasting impact and also drive business growth. The Costa Coffee tragedy is a reminder of the dire consequences of inadequate training and the urgency needed to elevate food safety standards from mere box-ticking exercises to a culture of continuous improvement and excellence.

The Real-World Gap

Food safety education and training are critical strategies for enhancing leaders' and employees' behaviors, knowledge, and attitudes to ensure that consumers receive safe food. Yet, many food operations worldwide see training and development as little more than a necessary expense—an obligatory box ticked on a compliance checklist—rather than an invaluable investment.

Consequently, the industry often relies on quick-fix solutions like generic online courses, which prioritize convenience and cost over quality. These courses typically offer only theoretical knowledge; the accuracy of information is often missing. They may also fail to engage or challenge, particularly for those who require a deeper, more comprehensive understanding to uphold high food safety standards.

The disconnect between theory and practice in many training programs is glaring. Employees might walk away with a fundamental understanding of food safety principles, yet lack the practical skills to apply this knowledge effectively in their workplace. This gap perpetuates a cycle where employees are ill-prepared to manage real-world food safety challenges, leading to recurring food safety incidents and foodborne illness. To truly bridge this gap, the food industry must embrace a new approach to training—one that emphasizes the practical application of knowledge in real-world settings (i.e., the workplace).

Shifting the Mindset: From Compliance to Competence

To break the cycle of superficial compliance and truly protect consumers, the food industry must undergo a shift in mindset. Instead of focusing on minimal compliance, food businesses need to prioritize meaningful skills development that empowers employees to excel in their roles. The cost-saving allure of cheaper training solutions may seem appealing, but the long-term consequences—lost business, an array of legal issues, and tarnished reputations—far outweigh these short-term gains.

Essential Components of Effective Training Programs

Designing impactful food safety training requires a thoughtful approach that tailors solutions to the unique needs of the food business and its employees. Customization is key to ensuring that training is relevant, practical, and capable of driving meaningful change in workplace practices.

A common pitfall is excluding employees from the decision-making process about their training. When training programs are imposed top-down, they often fail to address the unique challenges and needs of frontline employees. While there is a belief that learning is co-owned by course developers and business leaders, the voices of those on the frontline are frequently overlooked. This disconnect can lead to significant gaps in knowledge and skills, ultimately compromising adherence to food safety.

By involving employees, food businesses can ensure that the content is truly effective and tailored to address the specific challenges and needs of their operations, leading to better engagement and practical application. One important aspect of effective training is ongoing support for employees who need extra help. Not all employees learn at the same pace or possess the same level of prior knowledge, making additional resources, mentoring, or follow-up sessions vital to ensuring that everyone is fully equipped to perform their duties safely and effectively.

The industry must also account for the diverse backgrounds of its workforce. Language barriers can hinder the understanding and application of food safety procedures, particularly for employees who do not speak English as their first language. By offering multilingual options, visual aids, and hands-on demonstrations, training programs can significantly improve comprehension and retention, ensuring that all employees meet the required standards.

Meaningful Learning Leads to Behavioral Change

Achieving meaningful learning requires more than just exposing employees to information—it demands a tangible change in behavior. This transformation is best accomplished through action learning, where employees practice new behaviors directly on the job, within the specific contexts where they will be applied. This hands-on approach fosters real progress, allowing employees to internalize and refine their skills in real-world scenarios.

The spacing effect, where learning is spread out over time, is also critical in reinforcing these behaviors. By practicing new skills at regular intervals, employees are more likely to retain information and apply it consistently, leading to lasting behavioral change and stronger food safety practices.

Embedding Training into Daily Operations

For training to be truly effective, it must be incorporated into daily operations, rather than treated as a one-time event. When training is integrated into everyday activities, learning becomes an ongoing process, ensuring that employees continually apply and reinforce their knowledge. This approach enhances retention and performance, as well as strengthens alignment with business goals.

Frontline leaders play a pivotal role in embedding training into daily operations. Their open, positive, and inclusive communication and leadership ensure that training is not just a formality, but a continuous, impactful process for both the individual employee and the business.

Ongoing Education and Continuous Improvement

Continuous education is vital for fostering ongoing improvement within any food business. Learning should not stop after the initial training session; it should be a dynamic, evolving process that keeps pace with the changing needs of the food business and its employees. Regular refreshers, updates, and new learning opportunities help employees stay current with best practices and emerging trends.

Incorporating the spacing effect into ongoing education ensures that knowledge is not only retained, but also deepened through repeated application. Action learning, where employees tackle real-world challenges as part of their learning process, drives continuous improvement by encouraging innovation and adaptability. This approach creates a dynamic learning environment where employees are consistently growing and the food business is continually enhancing its food safety practices. Ultimately, this leads to a stronger, more resilient culture of safety and excellence.

A Learning Culture Drives Business Success

Research consistently shows a strong positive correlation between a robust learning culture and improved business outcomes. A business that prioritizes continuous learning and development consistently achieves better performance, fosters greater innovation, and witnesses first-hand higher levels of employee engagement. This is particularly crucial in the food industry, where the risks are high and the costs of inadequate training can be substantial.

Case Study: From Struggle to Success

Consider the story of a mid-sized bakery chain struggling with food safety compliance. The management realized that its generic training was not effective, especially with the business' diverse team, many of whom spoke English as a second language. The company decided to take a different approach.

The bakery chain invested in a customized training program with multilingual materials, interactive workshops, and hands-on practice sessions. Employees were encouraged to ask questions and practice new skills in a supportive environment. The training also involved regular follow-up sessions to reinforce the learning.

The results were remarkable. Not only did food safety incidents decrease, but employee confidence in handling food safety tasks also improved. The bakery chain's reputation for quality and safety grew, leading to increased customer trust and business growth. This success story highlights the impact that well-designed, inclusive training can have on a company's bottom line and its commitment to safety.

Takeaway

Basic food safety videos and online courses may provide a starting point for education, but they fail to foster significant improvements in food safety practices. Real progress requires a more nuanced, hands-on approach that seamlessly integrates knowledge with consistent practice and application in the workplace. This shift from compliance to true competence is essential in building a robust food safety culture.

By prioritizing what truly drives behavioral change—practical application, continuous support, and the integration of learning into daily operations—food businesses can create an environment where food safety is not just a "box to tick," but a core value that permeates every aspect of the operation. This commitment to continuous improvement and excellence in food safety is vital for safeguarding public health, protecting business reputations, and ensuring the industry's long-term success. The extra investment in higher-quality training will not only pay for itself, but also lay the foundation for a safer, more resilient future.

References

1. BBC. "Confusion may have led to Costa allergy death—inquest." August 13, 2024. BBC News. https://www.bbc.com/news/articles/c77lr0ellddo.

Andrew Thomson is the owner of Think ST Solutions, a food safety consultancy serving the broader foodservice sector. With a career spanning diverse and influential roles, Andrew brings a wealth of expertise to the broader food industry. His extensive background includes holding key positions in food regulation and policy, spearheading quality assurance initiatives, and writing for prominent food industry media outlets in the U.S. and Australia. A passionate educator, Andrew is a member of the Australian Institute of Training and Development and has served as a board member at a nonprofit community foodservice organization.

Matthew Wilson, Ph.D. is a Senior Lecturer in food and nutrition at the University of Adelaide. He has a strong background in research and supervision in food quality, preservation, and shelf life. He has extensive experience teaching at the university level and specializes in food regulations, microbiology, and food processing technologies.

Vanessa Trower is a learning and development professional who specializes in creating learning programs that drive positive change, culture, and performance. With over 15 years of experience in learning and development and a background in human resources, she works across large organizations, franchise chains, and the work skill sectors.