HR Solutions: Tailor employee training to meet specific needs

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Lynne Haggerman is president/owner of Haggerman & Associates, a firm providing outplacement, retained search and management consulting/training on human resource issues.|ret||ret||tab|

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Training staff members is critical to attain profit goals, provide exceptional customer service and ensure employee job mastery with minimal errors. Training budgets are being driven upward as a result of client demands for quality. In addition, internal promotions coupled with education to address weak areas due to the current challenge in finding quality employees. |ret||ret||tab|

The top question asked by management is if the return on investment justifies the dollars spent. Three factors must be in place for the answer to be yes.|ret||ret||tab|

A business must truly need the knowledge being taught. To identify critical topics, list the problems to be solved and goals the business expects to achieve. Does the concern involve a limitation in one employee's personality and/or ability to perform a particular job duty? Do your challenges pertain to many people and affect numerous areas of your organization?|ret||ret||tab|

The program must be solid and the instructor qualified, entertaining and highly experienced in the content.|ret||ret||tab|

Consider off-site seminars if only one worker needs help. Utilize one-on-one executive coaching services if a manager requires assistance.|ret||ret||tab|

If your objective includes several associates, find a seasoned trainer who will come to your location. Topics with company-wide impact include selection, turnover, basic supervision, customer service, performance evaluations, conflict management, team- building and discipline methods.|ret||ret||tab|

You will find in-house education is significantly more cost effective than paying for everyone to attend an off-site course. Familiarize the trainer with the unique aspects of your business and the issues you are currently facing. Provide input on the content to ensure customization to your special needs. Group interaction will be completely relevant to your organization and industry. You will have the assurance everyone heard the same information.|ret||ret||tab|

Make sure the material learned is actually used. Give team members time to incorporate detail into their day-to-day work, and furnish positive reinforcement.|ret||ret||tab|

Have on-site educators develop weekly follow-up modules that allow workers to practice the knowledge acquired during class. Research shows at least 12 weeks of repetition is necessary for a permanent change in behavior to occur.|ret||ret||tab|

All training that focuses on solving identified needs will be worth the money if qualified instructors are used and material learned is reinforced.|ret||ret||tab|

For individual training, review reduced error rates, increased speed at completing duties, and decreased on-the-job coaching time.|ret||ret||tab|

For education conducted at your site, three evaluation approaches are available. One is to statistically look at decreased lawsuits and increased quality, sales, customer satisfaction and retention rates.|ret||ret||tab|

Another is to list everything that should have been impacted. Assign a numerical rating to each item using a five-point scale, with one defined as "Did not impact at all" and five defined as "We now walk on water." Add up the numbers to analyze achievements.|ret||ret||tab|

Lastly, develop and administer surveys to determine if team members believe a positive change occurred.|ret||ret||tab|

Properly selected topics and teachers, with the opportunity for applied learning on the job, will result in a solid return on the investment. The net benefits will far surpass the actual cost of the program.|ret||ret||tab|

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