Grow Your Business With More Effective OnThe Job Training
Grow Your Business With More Effective OnThe Job Training
A key reason behind high turnover is that workers often don't know how to do their jobs. A lot of on-the-job training is unstructured, resulting in a "sink or swim" mentality. All too often new employees are simply told to "follow Mary around and do what she does."
This is the worst kind of training. It is unplanned, unsystematic, inefficient (because it needs to repeated over and over), and consequently ineffective. This is asking for trouble when customer satisfaction (and repeat business) depends heavily on worker attitudes as well as competence.
There is an alternative. What is needed is to provide your workers with some structured job training to enhance their customer service skills.
The model below is a simple, team-based approach that employees can use as they are learning on the job. You can also use it to develop your own in-house “training modules” to make future training sessions more efficient. Here’s how to do it in 10 easy steps:
Assemble as many employees as possible for a team meeting. One hour per week is sufficient.
Make sure the team consists of both experienced and newer workers, even trainees. (This way, experienced workers discover better ways to do the job, and the inclusion of trainees helps ensure the training is at the right level of detail.)
Ask them to brainstorm all the tasks required for the job, then list them on a flip chart.
Help them in writing short, step-by-step modules on how to do each task. Encourage discussion so that all can contribute.
Use a two-column format. Column one should be entitled "What" (to do); Column two should include these headers: "Why," "When," "Where," "How," "Safety," and "Quality."
Use simple words.
Use graphics or sketches as much as possible.
If you are unsure whether to include some fact (such as how, when, where, etc.), include it.
Type it up, keeping the language as simple as possible – as close as you can to how it was given.
Try out your “modules”, revise them wherever necessary until they accurately fit the job, then use them for future staff training.
It is important to this approach that training materials for low-skill jobs be written by the workers themselves in their own language. This gives instant credibility to the material and guarantee its use.
It's also a great source of employee pride, because your workers are able to see that what they produced is being put into action. This will impact positively on workplace morale.
If you are located in Greater Melbourne and need initial assistance with workshopping this process in your workplace, I can deliver it with you. (It is vitally important to the ongoing success of this process that you are present throughout the session, and appear formally in charge of it. Price on application.)
Grow Your Business With More Effective OnThe Job Training - To learn more about this author, visit Susan Regier's Website.
Like this article? Share it with your friends
In many small businesses, such as fast food restaurants, the majority of training is on the job. These workplaces are often fast paced and have a high staff turnover. Yet their profitability depends on making sure staff are taught key skills as effectively and efficiently as possible.
A key reason behind high turnover is that workers often don't know how to do their jobs. A lot of on-the-job training is unstructured, resulting in a "sink or swim" mentality. All too often new employees are simply told to "follow Mary around and do what she does."
This is the worst kind of training. It is unplanned, unsystematic, inefficient (because it needs to repeated over and over), and consequently ineffective. This is asking for trouble when customer satisfaction (and repeat business) depends heavily on worker attitudes as well as competence.
There is an alternative. What is needed is to provide your workers with some structured job training to enhance their customer service skills.
The model below is a simple, team-based approach that employees can use as they are learning on the job. You can also use it to develop your own in-house “training modules” to make future training sessions more efficient. Here’s how to do it in 10 easy steps:
Assemble as many employees as possible for a team meeting. One hour per week is sufficient.
Make sure the team consists of both experienced and newer workers, even trainees. (This way, experienced workers discover better ways to do the job, and the inclusion of trainees helps ensure the training is at the right level of detail.)
Ask them to brainstorm all the tasks required for the job, then list them on a flip chart.
Help them in writing short, step-by-step modules on how to do each task. Encourage discussion so that all can contribute.
Use a two-column format. Column one should be entitled "What" (to do); Column two should include these headers: "Why," "When," "Where," "How," "Safety," and "Quality."
Use simple words.
Use graphics or sketches as much as possible.
If you are unsure whether to include some fact (such as how, when, where, etc.), include it.
Type it up, keeping the language as simple as possible – as close as you can to how it was given.
Try out your “modules”, revise them wherever necessary until they accurately fit the job, then use them for future staff training.
It is important to this approach that training materials for low-skill jobs be written by the workers themselves in their own language. This gives instant credibility to the material and guarantee its use.
It's also a great source of employee pride, because your workers are able to see that what they produced is being put into action. This will impact positively on workplace morale.
If you are located in Greater Melbourne and need initial assistance with workshopping this process in your workplace, I can deliver it with you. (It is vitally important to the ongoing success of this process that you are present throughout the session, and appear formally in charge of it. Price on application.)
Grow Your Business With More Effective OnThe Job Training - To learn more about this author, visit Susan Regier's Website.
Like this article? Share it with your friends
 | |
 |
No article feedback found. |
| |
Leave Your Feedback |
 | |
| |||
John BrennanJohn Brennan Ed.D. Dr. Brennan is President of Interpersonal Development, LLC, a training and development firm. Interpersonal Development has provided sales training and coaching to more than 3,000 sales reps from over 100 companies. A native of Australia, Dr. Brennan received his doctorate from the University of Rochester. His dissertation researched the effectiveness of Behavioral Modeling Technology in training people in interpersonal skills. While he has spent most of his career designing or delivering training, he was also a Vice-President of Sales of a training and development franchise with operations in 25 markets. Dr. Brennan has designed and delivered sales training in North America, Asia, Europe, Australia and the Middle East. He has been a guest speaker at numerous national and regional professional conferences. When Microsoft wanted Best Practices articles on sales for their web site, they called Dr. Brennan. The results are at http://office.microsoft.com/en-us/FX011387391033.aspx His firm’s clients have included Volvo, The Prudential, Merrill Lynch, Eastman Kodak, Gannett, Equifax Europe, the Economist Group and countless small businesses. - Visit John Brennan's Website |
|||
Linda RichardsonLinda Richardson is the Founder and Executive Chairwoman of Richardson, a global sales training and performance improvement company. As a recognized leader in the industry, she has won the coveted Stevie Award for Lifetime Achievement in Sales Excellence and she was identified by Training Industry, Inc. as one of the “Top 20 Most Influential Training Professionals.” Ms. Richardson is credited with the movement to Consultative Selling and is the author of ten books on selling and sales management, including Sales Coaching — Making the Great Leap from Sales Manager to Sales Coach, and Stop Telling, Start Selling. She teaches sales and management at the Wharton Graduate School of the University of Pennsylvania and the Wharton Executive Development Center. Linda is a frequent speaker at industry and client conferences, has been published extensively in industry and training journals, and has been featured in numerous publications, including The Wall Street Journal, Forbes, Nation’s Business, Selling Power, Success, and The Conference Board Magazine. Learn more about Richardson's sales training and performance improvement solutions at http://www.richardson.com web - Visit Linda Richardson's Website |
|||
David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
|||
Kim CastleWith nearly two decades in the advertising and design business, with clients like Domino's Pizza, General Motors, Direct TV, Pedigree, Wolfgang Puck, Higher Octave Music, Hollywood Celebrity Products, Disney, and Paramount, as well as thousands of entrepreneurs around the world define, structure, communicate, and position their business for greater profits, BrandU(R) co-creators Kim Castle and W. Vito Montone discovered that entrepreneurs could experience the same power that big brands command for a fraction of the cost with the world's only process-based results-drive Integral approach to business creation. BrandU(R) is helping entrepreneurs grow with the power of extreme clarity from idea...to brand...to market(TM) and helping one million entrepreneurs become successful and whole so that they can make a difference in the world. Are you one of them? If you want to experience clarity all the way to the bank(TM), get started now at http://www.brandu.com. - Visit Kim Castle's Website |
|||
John AlexanderJohn has taught keyword research and SEO skills to small groups of business owners and Webmasters from over 80 different countries world wide since 2002. John is also the Director of Search Engine Academy ; Co-director of Training at Search Engine Workshops offering live, SEO Workshops with his partner SEO educator Robin Nobles, author of the very first comprehensive online search engine marketing courses at SEO Training Online and the SEO Workshop Resource Center. I look forward to hearing from you! - Visit John Alexander's Website |
|||
Staging DivaDebra Gould, aka The Staging Diva®, is President of Six Elements Inc., an internationally recognized home staging company. Inspired by many requests from aspiring home stagers wanting to start similar businesses, Gould created the Staging Diva Home Staging Business Training Program. Gould has trained over 1000 Staging Diva Graduates worldwide to start staging businesses. Buying decorating and selling six of her own homes in four years lead to an interest in real estate staging which she turned into a career with the launch of sixelements.com in 2002. Since then she has staged hundreds of homes in addition to teaching home staging training. Gould is the author of several home staging resources including a series of popular ebooks made up of a Design Guide, Color Guide and Portfolio Guide. For more information about Debra Gould visit stagingdiva.com. - Visit Staging Diva's Website |
|||
Leanne Hoagland-SmithAre your sales where you want them to be? Will you be one of the few who achieves sales or business success or one of the many who have failed to change? Are you tired of being told you are like everyone else? Then you may find my first book on sales of interest. Be the Red Jacket in the Sea of Gray Suits, The Keys to Unlocking Sales available at Amazon or at http://www.processspecialist.com/red-jacket.htm. This book is a reflection of my no-nonsense approach to improving sales to overall business results. If you are truly committed to making sustainable changes, then I can help you secure a positive return on your investment because I focus on executable solutions not telling you the problems you already know you have. From training to corporate (group) coaching to executive one on one coaching, my approach is to assess, create awareness, build a goal driven action plan and then execute. The bottom line question is "Not do you or your employees know it, but do you or they want to do it?" Please call for a free strategy session at 219.759.5601. - Visit Leanne Hoagland-Smith's Website |
|||
David BarrDavid Barr is the President of Venture Opportunities, Inc. David has been a professional business broker/intermediary since 1980 focusing on General Business Brokerage and Mergers and Acquisitions representing client transaction value from $400,000 to $20,000,000. Mr. Barr has handled the sale of over four hundred and fifty companies. David earned a university degree from the State University of New York majoring in economics and business. David holds the Mergers and Acquisition Master Intermediary and the Certified Business Intermediary designations from the International Business Brokers Association. He is also a Senior Business Analyst and a Texas licensed Real Estate Agent. For more information about David and Venture Opportunities, visit www.bizdealmaker.com. - Visit David Barr's Website |
|||
|
To learn more about the Evan Elite Author Program please contact us. | |||
 | |
|  |
Subscribe to Susan's articles
 | |
|
|  |
 | |
|
| |
 | |||||||
|
 | ||
 |
||
|
||
 |
||
|
| ||
 |
| Have you written articles that would be of value to entrepreneurs? Become an expert on our site by publishing them! Expose yourself to a wide audience, drive more traffic to your website and get more sales! Click Here for details. |
|
|
 |
| Modeling the Masters: Learn the true secrets behind Walt Disney's business success factors & grow your company! Video produced by Phanta Media |
|
|
 |
"Learn straight from Evan how you can Make a Full Time Income (And More) from a Website"
Click Here To Learn More |
|
|
|
|
Get advice & tips from famous business owners, new articles by entrepreneur experts, my latest website updates, & special sneak peaks at what's to come!
|
|
|
 Client-Attracting Web Copy Power of Concentration Increase Performance Leadership 3 Networking Skills Radio Campaigns |
|
 | ||
 |
Top 50 Geek Business Blogs
Top 50 Geek Business Blogs | |
 |
The Top 10 GTD Times Posts
Best Posts for Productivity | |
| ||
 | ||||
| ||||
|
| ||||
| ||||
|
|
|
|
|
||||||||||||
|
Email us your ideas on how to make our website more valuable! Thank you Sharon from Toronto Salsa Lessons / Classes for your suggestions to make the newsletter look like the website and profile younger entrepreneurs like Jennifer Lopez and Sean Combs!
|
|
|
