training

What if we train them and they leave? learn through reading and research. There are those who like to observe and reflect. Finally there are those who want to get on with the job and get feedback. Considering this preference and tailoring your training accordingly is likely to help the message land successfully. In truth a blended approach that appeals to all the styles is the safest. The risk is that we may train our staff in the way that suits us, instead of defining the best method for them. Often I see induction training delivered as a manual crammed with useful information and instruction, but unlikely to engage. There may be compliance issues that need to be communicated formally and signed off, but these should be blended with more collaborative learning such as discussions, observation and feedback. If you’re in retail or service, then encouraging a new starter to mystery shop your competition can raise their self-awareness and give you valuable insight. Secondly, we need to consider how we can ensure the learning is applied? If you choose to invest in formal training then do involve your staff member in selecting the course and

This fear is often expressed by small business at the thought of investing in their staff training. In reality the cost of retaining under-trained staff is far more alarming. made at the point of offer. High churn take time ahead of that course to of new starters is highly disruptive. discuss with them what they hope to In recent conversations with business It brings down the experience base get from it, before explaining what leaders I have heard the following in your organisation and can unsettle you’d like to see. examples… established staff. On return, discuss what they learned • There was a customer advisor A well designed induction will give a and agree the difference it will make. who didn’t know the product new starter a clear understanding not Perhaps most importantly watch and lost a big customer. just of their day to day job, but also out for how they are applying the • A sales consultant who didn’t an insight into the values and ethos of learning and grab any opportunity know the questions to ask missed the entire organisation. to ‘catch them doing it right’ countless opportunities. Ambitious new starters will want to (or nearly right) as this is the best way to reinforce any learning. • A coordinator who struggled with see what their next step could be, the computer took three days to whether this is promotion or the For many of us staff development do a job that should take one. development of new skills. In smaller slips down the ‘to do’ list and we may organisations much of this will have to underestimate our own influence on • The maintenance operative who be learned on the job, but we should our team’s development. We can fail failed to follow due process landed his company a claim for compensation and damaged their reputation. always build in the support structure that provides them with guidance when they need it and recognises their progress with praise. to spot the opportunities each day presents for development through a new project, an extra challenge, some balanced feedback or some These may be dramatic examples but any of them would have been avoided with the appropriate training. This demonstrates an incredibly strong return on A weekly coffee chat that allows a new starter to reflect on their development is arguably a more powerful induction tool than a well worded manual. old fashioned praise. Ask yourself the question now - “What can I do today to invest in my team?” investment. The other impacts Most of us will enjoy a developing role of failing to develop your staff that brings extra responsibility and this include stress, low morale, and high challenge is identified as a key driver attrition. Research shows a strong in raising employee engagement. link between a robust development plan and high staff retention and employee surveys always show a correlation between regular training and good staff morale. This extra responsibility or challenge can feel exploitative if it is not accompanied by sufficient support and recognition. Not only will the right training enable them to do the It is often mistakes or a crisis that job better, but it is also an obvious highlight training needs. Many of the investment in them. It is a strange large financial institutions and utility paradox that more people will leave companies responded to large fines an organisation because they have with the promise of a rigorous training not received sufficient training than review - could regular training have will leave because they want to use prevented the mis-selling that earned their transferable skills elsewhere. the fines in the first place? It’s important to consider two So, the message is clear and not a questions to ensure that we are surprise; we need to invest in our truly investing in our staff… staff’s training and we shouldn’t wait for a crisis for us to do it. Firstly, let’s consider how they The first step in most employees’ learn best? learning journey is the induction and We are probably all aware of how we many organisations forget that the best process new information and “impression curve” works both ways. learn new habits and this is rarely As we are watching to see if they are achieved by just being told stuff living up to the promise shown at (even if it’s repeated several times!). interview, they are checking to see if Many learn best through activity, we are delivering on the promises we simulation or challenge. Some will

Will Blanksby

BlankCanvas Learning www.blankcanvaslearning.co.uk Teach your old dogs some new tricks... ...at the LifeCentre, Sale on Tuesday July 8th 235 Washway Road, Sale M33 4BP BlankCanvas Learning are offering a unique, full day workshop specifically aimed at customer facing employees. The workshop is designed to help staff show confidence, adopt the service mind-set, use the optimal service language and apply these skills in every customer situation. Cost for the full day course, including lunch and all course materials, will be just £175 per person. If you’d like to find out more about the course, please contact Will on 07710 066177, or email e-will@blankcanvaslearning.co.uk www.blankcanvaslearning.co.uk changing the way we think