When business stagnates, or even begins to falter, one of the first organizational responses is to cut costs. Many times that cut occurs in an essential area to creating success: training. However, the correct training delivered consistently can have a dramatic impact on the bottom line by helping your team keep its existing customers through improved customer satisfaction. It can also help reduce operational costs.
How do you know your training program is effective? Here are some ideas from Jack Phillips, chairman of ROI Institute Inc. (Wall Street Journal, April 17, 2007):
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Align training with a business need. Identify what is causing your business problem. If it is process based, new or better training may be the answer.
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Get managers on board. The person who has the most influence on a training program is that person's supervisor. Make sure they are on board with your training plans--in fact, have them participate in its development.
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Seek proof it works. When hiring an outside firm to conduct training, ask for verification to the success of their past efforts. When developing a program internally, determine ahead of time what outcomes will define the trainig as having been successful.
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Set goals and follow up. Consider these 4 levels of objectives:
At the end of any formal or informal training session, always end by asking participants to evaluate the program. Find out if they found it practical and helpful. People wish to be successful and contributing members of your organization's team. It is a manager's first priority to provide them the tools to be successful. Good training is a great way to begin.