By Perminus Wainaina
Why don’t most trainings have a positive effect?
How do you effectively train professionals at your organization?
If you want to advance, you ought to learn a new skill.
Most managers view training as a relatively costly activity that does not achieve the desired results.
Some companies will have endless trainings, but the issues being addressed don’t get any better.
Such was the case of Peter, who is the COO of a fintech company based in Upper Hill. The company has a customer service department of 13 employees.
Peter identified gaps in customer experience that were costing the company. Clients complained about the service. The company was also losing a lot of potential customers because of the customer experience offered.
This was seven months ago, and since then, Peter has organized three trainings for the customer service department. However, the situation doesn’t seem to get better after the training.
He was referred to try our Excellent Customer Service Training. When we first met, he was skeptical about yet another training.
“We’re wasting money on trainings that don’t have a return on investment.” Said Peter.
Many leaders struggle with ineffective trainings for their employees.
Have you had training for your team and yet there was no change?
This is because most trainings follow the same technique used to teach younger children at school.
When training employees, you have to change the technique you use for maximum efficiency.
Why is it different to train adult professionals than it is to train children?
1. Employees learn with a direct goal in mind.
When teaching a child, the goal may be to educate them or to help them pass an exam. However, when it comes to a professional, they need to know what benefit they will help.
For instance, if your sales team needs training, they might be looking to increase sales, learn how to prospect the most promising customers or deal with rejection. With such clear goals, it’s clear to excite the employees into learning.
Before you hold training for your employees, first ask ‘how will this training benefit the employees?’
A training should have contain one goal. If you’re training a sales team, for instance, you can focus on prospecting clients. This will have more effect as opposed to training on multiple sales-related topics.
Each training should contain one goal.
2. Most employees are afraid of failure
An employee wants to ensure they perform their tasks and succeed in their work. Most professionals shy away from tasks they might fail at.
As a result, many don’t practice most of the lessons from the trainings –especially if the lessons are new and not part of what they are used to.
3. Professions relate the lessons they learn to their daily work
For a child, they are looking to fill up with as much knowledge as possible. For a professional, on the other hand, they only want to learn lessons that will directly influence the task they perform.
If a professional feels the lesson is abstract, they likely won’t internalize the lessons for later use.
After I had shared this with Peter, he wanted to know how we could customize the training to fit his team.
I shared with him the approach to take when you want to have effective trainings for your employees;
1. Have a pre and posttest for evaluation
Before you decide to have the training, you should first see it is needed. To accomplish this, you need to have a pretest. In this test, you want to examine what your employees know. Moreover, the pretest will guide you know which areas the training should focus on.
2. The trainings should be practical
You don’t want to have training that deals either in abstract or theoretical lessons. The employees will pick little form such training.
Effective training should include real-life practical examples and case studies. This will help the professions see a real situation where they will need the lessons.
3. Clearly outline the objectives
What should the employees take out of the training?
When someone walks in with an expectation, it’s much easier to focus on what they have learned, and how it will come in handy in everyday tasks.
We carried out an Effective Customer Service Training at Peter’s organization. It has been two months since the training, and the results are already showing.
After a survey, 89% of the clients were impressed by the customer service. The number of potential customers being closed had also gone up.
Do you need training to help the employees and grow your organization? Get in touch with us today. Send an email to our General Manager, Muthoni Ndegwa at email@example.com to inquire about our various customized trainings.
Perminus Wainaina is an experienced HR Practioner with over 15 years experience in executive recruitment and selection, training, performance management, and Kenyan labour laws.
He has consulted for firms such as Safaricom Sacco, Oxfam, Un Women, Pacis Insurance, Windsor Golf, Muthaiga Country Club, etc. Currently, he represents the private sector at KEBS in the HR standardization committee.