| There's a common phrase used by | | | | price in the world of your competitors. You |
| Organizational Development and Human Resource | | | | will have to continually compensate with |
| professionals, when identifying kinks in the | | | | special promotions, additional advertising, |
| growth of an organization or company - "It's | | | | increased hiring and give-aways to |
| a training issue." The same phrase can be | | | | disgruntled customers. Good service is |
| applied to almost any group of human beings | | | | linked to happy, valued employees that |
| that are working together to achieve a common | | | | provide the service. Training is a crucial |
| goal. When progress stagnates and obstacles | | | | tool in helping employees feel valued in the |
| appear, you can retrace the path of movement | | | | work environment.How do you use training to |
| and discover that things started to go wrong | | | | solve the problems mentioned above? It's all |
| when someone wasn't trained properly.Have you | | | | about having a training program that is set |
| ever experienced any of the following | | | | in place and held as a priority. Don't fall |
| situations?Fast Food Nightmare:You pull up to | | | | into the "training out of desperation" |
| a fast food drive through window and a voice, | | | | category and only offer training when you |
| with a foreign accent quickly spews out some | | | | have to put out a fire. Remember that |
| inaudible words that you assume are probably | | | | training can be a form of giving your |
| akin to "May I take your order?"The waitress | | | | employees attention and recognition. If done |
| from hell:After being seated for thirty | | | | well, they will appreciate it and feel |
| minutes at a local restaurant, a waitress | | | | affirmed.Always have some type of training |
| finally approaches your table and asks if | | | | scheduled. It can be as infrequent as once a |
| you'd like to order. When you politely | | | | quarter or as frequent as once a week. You |
| explain that you're frustrated because you've | | | | can do it in house or outsource it. Having |
| been waiting thirty minutes, she | | | | scheduled training opportunities will prevent |
| condescendingly responds with a sigh, "The | | | | the development of service problems that cost |
| kitchen is backed up and I just had a party | | | | you big time in the long run.New Hire |
| of fifteen in the other room."Know-nothing | | | | OrientationThe most important training you'll |
| Receptionist:You miss a much anticipated call | | | | ever do with an employee will be when he or |
| from service person you've been trying to | | | | she first comes on board. Here's an example |
| reach about a product you purchased that | | | | of training to put in place for new hires.1. |
| doesn't work correctly. When you call the | | | | As a company policy, be sure to have |
| person back, a receptionist says the person | | | | specific, written job descriptions for each |
| is not in and you should try back later. The | | | | employee, and a system established for |
| receptionist is not sure when would be the | | | | continually updates. Job descriptions should |
| best time and - no - the person you seek | | | | focus on competencies rather than |
| doesn't have voice mail.Travel Trauma:After | | | | functions.2. Develop an Orientation Training |
| being on the road for twelve hours, you | | | | Program for each new employee that is hired. |
| arrive at the hotel where you have a | | | | The program can last anywhere from one half a |
| reservation for the night. The check in time | | | | day to a week, but it should include the |
| is posted as 3:30 pm. You arrive at 4:30 pm | | | | following:Introduction to the rest of the |
| but the room is not ready. You are politely | | | | staff.Thorough review of the job description |
| encouraged to check back in about an hour to | | | | and company policies with the direct report, |
| see if the room is available. The front desk | | | | clearly laying out expectations and processes |
| clerk has no idea what you should do with the | | | | for recognition and correction. Allow time |
| hour of "kill time" and can't guarantee that | | | | for questions and answers.Site tour - where |
| the room will even be ready in an hour.Office | | | | are the bathrooms, kitchen, parking spaces, |
| Chaos:You work in an office and have a large | | | | emergency exit, etc.Employee paperwork - W4, |
| amount of administrative tasks that bog you | | | | benefit forms, waivers, copy of Personnel |
| down. There is an administrative assistant | | | | Regulations and job description, etc.New hire |
| working ten feet from your desk who is | | | | should be given a thorough briefing on what |
| supposed to offer support to your team. His | | | | the organization does, its goals, its vision, |
| understanding of "support" and yours differ. | | | | who it serves and the role of the new hire's |
| It appears that some members of your team get | | | | position in the grand scheme of things.If |
| more support from this guy than others. You | | | | possible, assign another staff person to be |
| express the inequity of support to your boss | | | | on call for questions that arise by the new |
| who sees the conflict as "personality | | | | hire.Be nice and have that staff person or |
| differences." You just want your darn copies | | | | yourself take the new hire to lunch their |
| made in a timely fashion.All of the instances | | | | first day.Have a 30 day review set up (mark |
| above show poor service and mismanagement - | | | | it on your calendar) where you will evaluate |
| in some cases "abuse," but it all could | | | | the new hire's performance and inquire about |
| undoubtedly be corrected through proper | | | | their feelings and frustrations related to |
| training. Thus, the root of these corporate | | | | the job. NOTE: If you reschedule or cancel |
| and retail nightmares are addressed as | | | | this 30 day review, you'll send that employee |
| "training issues.""Training" is such a bland | | | | a clear message about the priority you place |
| word. The mere mention of the word conjures | | | | on their training and development. This |
| up visions of boring classroom environments, | | | | meeting is crucial to the new hire and they |
| unenthusiastic training instructors and | | | | anticipate it with great expectation.A |
| wasted time having concepts that common sense | | | | training program, aside from being a way to |
| has already taught you rammed down your | | | | continually dispense needed information to |
| throat. Few people are ever excited about | | | | your employees is also one of the most |
| training.My husband, who is an iron worker, | | | | effective methods for gaining information |
| recently went through training mandated by | | | | about how to improve company infrastructure. |
| OSCA that instructed all the workers on his | | | | It is a safe environment for workers to share |
| team in the safety procedures for operating a | | | | thoughts, feelings and ideas on how to |
| forklift truck. One of the most crucial | | | | improve the company. In addition, training - |
| training points was that "one should never | | | | when done properly - affirms employees, helps |
| leave the driver's seat of the forklift while | | | | them to develop a sense of loyalty to the |
| the motor was running and the forklift was in | | | | company, reduces turnover and creates a prime |
| gear." Duh!Despite the negative karma | | | | opportunity for building consensus.Training |
| training has gained in the corporate world, | | | | and development is an investment, not a |
| and the hype it was granted during the boom, | | | | cost.Fortune 500's lists on top companies, |
| the simple truth is that training is not | | | | Best Small Businesses, Best Companies to Work |
| merely dispensing information about technique | | | | For and Best Bosses have repeatedly displayed |
| and skill. It is also communicates | | | | interest in employee satisfaction as well as |
| expectations and requirements of the job. | | | | training and development. Edward Jones, a |
| People need to be told what is expected of | | | | stockbrokerage out of St. Louis, MO was rated |
| them in clear terms, and relaying that | | | | #1 for the second consecutive year on |
| expectation is a part of the training | | | | Fortune's "100 Best Companies to Work |
| process. Training lays the foundation for | | | | For."According to Fortune it spends 3.8% of |
| affirming performance as well as correcting | | | | its payroll on training, with an average of |
| mistakes.In all of the examples above, the | | | | 146 hours for every employee, and new brokers |
| "untrained" employee has emotionally | | | | get four times that much. When asked why it |
| disconnected themselves from the person they | | | | spends so much on training managing partner |
| are employed to serve. Each has personal | | | | John Bachmann replied, "In order to grow, you |
| issues foremost in their minds which override | | | | have to be trained or you get trapped in the |
| their willingness to adequately serve others. | | | | present." One administrative assistant at |
| If you were to get their side of the story, | | | | Edward Jones was quoted by a Fortune |
| you'd hear some of the following | | | | journalist saying, "I've never experienced |
| responses:"Everything moves so fast around | | | | working for a company that has so many |
| here. It's all I can do to keep up. No one | | | | satisfied employees."(#)A training program is |
| really tells me what to do; they just tell me | | | | an ideal starting point to take action to |
| if I'm doing something wrong.""I could do my | | | | decrease turnover, improve employee |
| job if those I depended on could do | | | | performance and initiate loyalty. It is also |
| theirs.""I'm tired of taking the hits for the | | | | a strong foundation for developing affective |
| poor performance of my superiors.""No one | | | | communication within the company or |
| ever told me exactly what my job is. I guess | | | | organization. If you have no training program |
| they think I'll figure it out. What I know | | | | currently established, start with an |
| of my job expectation has been mostly | | | | orientation training program or look to your |
| communicated by others telling me what I'm | | | | local university or community college for |
| doing wrong. It's every man for himself | | | | training opportunities. Start a training |
| around here"Poor service is not due to poor | | | | library by ordering books, videos and |
| employees, but poor employers.The bottom line | | | | periodicals that address competencies you |
| is that lack of service = lack of growth, | | | | want to develop in your staff. Beginning or |
| lack of productivity, lack of profits. Your | | | | improving a training program shows employees |
| company's lack of service will pay a high | | | | that you care.#. |