First, we hire. Then we train on processes designed before the person was even with the company. Finally, we let our employees go free, continuing to implement the processes on their own.
Processes are great. They allow us to define job roles, always know the next step and tie up loose ends. However, those processes can take on a life of their own and employees find loop holes – or rather short cuts, that can be detrimental to the organization’s real goals.
After the training process is over, when should you check in with that person to make sure they are using, and remember, all of the tools you gave them to do their job?
Real life may have changed since the position was defined. It’s important to check in with your employees to determine what they think should change based on what they do every day. Are the scripts they were trained with relevant? What road blocks are they encountering that weren’t discussed in training?
Your job as a manager is to assist in making your employees better. Challenging your employees to improve their job is a great way to retain a great employee. Continuing training throughout employment will not only make your employees better, but it increases productivity and decreases turnover rates. Whether it’s retraining an employee on a program, implementing a new task, or updating processes to better assist the employee and customer; training employees keeps them engaged.
How is this done? Once you’ve decided to do some additional training with your team:
- Schedule a meeting with each person on your team
- Discuss what challenges they have
- Identify which processes they would like to see updated
- Determine their interests in learning something new
- Put in place a follow-up meeting to share what was discovered and what actions have or will be taken
Part of my job as a Training Manager is to make sure that our training restaurants are up to par. I discussed how to do that with my supervisor. My first suggestion was to visit each, about 65, in every part of the country myself – If you want something done right, you have to do it yourself…right? No, that was unrealistic and expensive. So we determined the best course was to enlist our field staff. The way my predecessors and I were handling the training stores was not efficient, and in some cases not effective for the learner going through training. My boss and I talked about the important days in training and where we needed to set expectations for the learner and mentor relationship. We decided the regional field person would be in the training store the first and last days of training. This has been helpful all around and our regional field team has been completely open to it.
Your job will be to decide what you think needs to improve. You can ask your team to give you a draft of a new process or ideas to make their jobs more efficient and effective. Review it. Make changes. Train it.
There are so many things that change the way we do our jobs every day. As managers, we have to realize that change is important to the overall productivity of the team. Taking the time to check in with them on how they do their job and not what they’re doing, will give you a great team of people committed to coming to work with a positive attitude.
By guest blogger Christina Sorrillo, Training Manager in the restaurant industry, professional business organizer, event planner, blogger…and life lover! Christina is currently a Training Manager at Quiznos. Previously she was a Customer Relations Manager at Land Rover AutoNation and Customer Relations Manager at Northridge Toyota. She currently lives in Denver, Colorado.