THE MANY WAYS TO TRAIN AND DEVELOP EMPLOYEES

By Karen DiGioia

Follow along as IA&B’s contracted HR consultant takes a deep dive into training and development. From structured training and mentoring, to soft skills training and stretch assignments, there are numerous ways to support and grow your team – and in turn, benefit your agency’s bottom line.

What’s the most valuable lesson that 2020 has taught you? For me, this year has brought to the forefront some “oldies but goodies” about basic hygiene. Wash your hands; cover your mouth when you sneeze – but with your elbow, not with your hands; keep your hands away from your face (not that I wasn’t already doing those things but we can all use a reminder now and then!). 2020 also taught me to be careful how loudly I cheer in the new year when I really have no idea what that new year will bring.

But more than anything, I think that 2020 has taught us that there’s more than one way to do almost everything! We’ve learned that much of the work we’ve typically done in the office can also be done remotely. We’ve learned that, while being face-to-face may be the best way to connect with folks, we can connect without being in the same room. We’ve learned that, when Zoom crashes, there are other options available that will work in a pinch (like Microsoft Teams, or even an “old fashioned” telephone call). We’ve learned that there are many ways to accomplish whatever it is we set out to accomplish. We may be accustomed to one way, but when that one won’t work, there are always other options out there. This is also true with training and development. For the sake of time and wordcount, I’m going to work from the assumption that your agency already has a commitment to training and development of employees – that you understand that an intentional approach to training and development will improve the performance of employees and improve their level of job satisfaction. And in turn, you know that it will increase employee engagement and improve employee retention, ensure that your agency is providing a consistent product and service level upon which your customers can depend, and ensure that you have employees ready to meet the needs of the agency in the future. Before we cover some of the ways that training and development can be accomplished, let’s talk quickly about the difference between training … and development. Training is about teaching people what they need to know to accomplish the task at hand. Development is about providing people with the opportunity for growth and contribution at a higher level which is geared more toward future, rather than present, performance. Both are important, and both can and should be achieved through a variety of approaches. Now let’s talk about some of the ways training and development can happen.

INTERNAL STRUCTURED TRAINING

From an internal training perspective, most organizations have some sort of structured training programs in place. This includes “all employee” training such as a structured onboarding program and other “job specific” and “agency specific” training programs. These programs are typically designed for employees who are new to the agency or new to their role. They ensure that your employees approach their work consistently with the same base of knowledge and a clear understanding of agency policies, practices, protocol, procedures, service levels, etc….

EXTERNAL STRUCTURED TRAINING

External training (in person or online) may include offerings through IA&B or other insurance training organizations. This training is typically geared toward specific subject matter knowledge and may include training for new agents, licensing prep, compliance, and continuing education. While not agency specific, these training programs can be an efficient and effective way to see that your employees gain industry-specific knowledge and expertise.

MENTORING

Mentoring can be a great way to develop employees – both for the mentor and the mentee. This method of training and development utilizes internal expertise and links more experienced employees with those who are newer to the industry. Typically, in these relationships, both employees benefit and learn, and it can help to build stronger connections between employees and strengthen the overall team.

SOFT SKILLS TRAINING

When you’re thinking about training and development, make certain not to forget “soft skills” training. Communication skills, management training, critical thinking, time management, team building (the list really does go on and on). All of these skills are critical for the success of your employees and your agency, but it shouldn’t be assumed that they “come naturally.” Typically, soft skills training is provided through an external provider. While this generally involves a financial investment, the money spent is generally returned many times over in the form of more effective performance, and increased loyalty and morale. And if you’re questioning if these things are truly worth the investment – take a few minutes to think about the impact (and expense) of poor communication, bad management, faulty decision making, inadequate time management … you get the idea.

STRETCH ASSIGNMENTS

Stretch assignments are a great way to develop the talent that you have in-house. By giving employees an opportunity to get involved with work that is outside their job description, you provide the opportunity for development while at the same time increasing the amount of “coverage” the agency has. Especially in smaller organizations, it’s not uncommon for individual employees to hold all the knowledge and expertise in certain areas. What happens when that employee gets sick (one of 2020’s new lessons for all of us that I didn’t mention earlier is that employees should not, under any circumstance, come into work when they are sick!) or goes on vacation (yes, vacations will happen again at some point in the, hopefully, not too distant future), or heaven forbid, retires with limited notice? If you crosstrain employees, you can ensure that you’re never in the vulnerable position of having one person who is the holder of any key piece of knowledge or the only one who can perform a certain task. So as 2020 winds down and we all get ready to cheer for the arrival of 2021 (and, yes, in spite of what I said earlier, I will be cheering loudly and I’m guessing you will be, too), turn your thoughts to the ways that you will be training and developing employees in the new year. If you haven’t already done so, sit down with each of your employees (in person – socially distanced and wearing masks – or remotely). Talk about their performance over the past year (be reasonable – it’s been a rocky road for most of us) and your plans and their interest in training and development in the new year. The more you train and develop your employees, the more ways you’ll have to do almost anything that comes your way!

And if you need to reach me, there’s more than one way to do that, too. Either call 610-779-3870 or email me at karen@mostellerhr.com. As part of your IA&B member benefits, access to HR-related advice and expertise is just an email or a phone call away!

Karen H. DiGioia provided this article on behalf of Mosteller & Associates, IA&B’s contracted human resources consulting firm.