Category Archives: Coaches Corner

Why Staff Training is Important?

It’s really quite simple to keep good people working for you. You start by putting them through a comprehensive staff

training program, and then you continue to foster their professional development and give them a reason to stay.

Start by creating a comprehensive training system for your new and existing employees.

If you don’t have a training program in place, it’s time to start one. Haphazardly training new employees usually results in each person starting with a different level of understanding of their role and knowledge of the company. This creates nothing but confusion and inefficiencies.

A strong training program will:

  • Give new employees all the information they need to be successful in their roles
  • Allow you to seamlessly implement new policies and procedures
  • Show your staff that you are invested in their employment with you
  • Allow you to establish performance standards
  • Give both you and your staff an opportunity to ask questions and receive feedback

Your training program sets the tone for each person’s employment with your business. It is their first impression of your company, the systems within it, the leaders who run it, the organization level, and the performance standards expected. If you give the impression that the company is sloppily run, then your new employee will think that sloppy work is accepted.

A clear system or ‘curriculum’ for new employee training not only results in stronger employees, but also makes your job easier. The subjects and skills that each employee is expected to learn are clearly outlined, and nearly anyone in your office can pick up the training manual and get started.

A strong training program will also help you keep employees, and reduce turnover. The cost of hiring and training staff members can be high, and you want to maximize that investment by keeping employees happy and learning throughout their employment.

So, first I’m going show you how to create a training system for new employees. In the last section, I’ll show you how to make sure that training system is ongoing throughout the staff member’s employment.

  1. Design your training system by asking yourself (and answering!) the following questions:

What is the knowledge level of the new employee?
Decide what you are going to cover in the training program with awareness of the new employee’s prior knowledge and skills. If you are not sure on some areas, ask them, or plan to “review” key skills and understanding.

Who will be doing the training?
Choose who will lead the new employee’s training, and who are the people who will assist. These people need to be qualified and experienced enough to cover the each section of the training. For example, administrative staff should not be charged with training an employee on the sales floor; instead, a sales staff member should handle training for that specific period. Make it clear who is responsible for what information.

What materials do you need to train new employees properly?
Make a list of the materials you need to cover and give to the employee. If you have reference material, make sure it’s handy. Anything that will contribute to the training process should be accessible: company manuals, industry reference materials, product knowledge binders, work samples, etc.

What tools do you need for the new employee?
Gather the tools your new employee will need to perform their role, and assemble it where the training will be held. Stock their workstation with the supplies they’ll need to be successful, like software, technological equipment, and role-specific materials. A lot of training time can be wasted looking for key items.

How much time will training take?
Decide how much time it will take your new employee to learn and become comfortable with the new role. Include time for questions and feedback, and be generous with the time you allot to each task or section of training. Avoid rushing the training process, since it will cost you time and money later on.

How will you test or check to make sure the training is working?
Provide ‘checkpoints’ or tests within the training material to confirm that the employee understands and is comfortable with the topics covered. These don’t have to be formal tests, but could be small, job-related tasks performed on their own using the skills taught in the training program.

How will you incorporate the company’s big picture into the training program?
Explain to every new employee how their role fits into the overall structure of your business, and how their work impacts the performance of the business. Show them where they can go for information about the company, as well as other departments, if applicable.

What opportunities will the trainee have for feedback and clarification?
While it may be assumed that the trainee can ask questions at any time, be sure to build opportunities for clarification into the training process. Also, make it clear to the trainee that questions and feedback are welcome at any time, not just during the training process.

  1. Schedule regular one-on-one meetings between staff and managers to evaluate performance and identify areas for development.

As part of their ongoing training, hold an individual meeting with each staff member at least twice a year to review their performance, gather feedback on the business, and identify opportunities for growth and development.

Conduct these meetings one-on-one, or two-on-one, with the staff member, yourself, and their immediate supervisor (if they have one). When held regularly, these meetings become an important opportunity for communication between staff and management, and encourage honest and open dialogue.

Create an agenda that everyone in the meeting can follow, and be sure to include the following items:

  • Review of performance over past time period (six months, three months, etc.)
  • Review of goals or targets set at last meeting
  • Achievements and successes
  • Opportunities for growth and development
  • New goals or targets set for upcoming time period

Build a two-way dialogue during the meeting, and make it clear to the employee that they can provide their own feedback. These should be positive experiences, and issues or challenges should be handled in a constructive way.

  1. Create a human resources system to organize each of your employees training and professional development.

If you have several employees, it is wise to create a human resources system for organizing and managing information about each of your staff and their performance in your company. In a filing system, keep a folder for each one of your staff members, and use it to store information about their employment with your company in a centralized place.

Remember that these aren’t designed to be “secret dossiers” full of incriminating information, it’s a convenient way to record and monitor the performance and development of each of your team members.

In your employee’s human resource folder, keep documents like:

  • A job description, with regular updates to include new responsibilities or tasks
  • Summary of performance evaluations (one-on-one meetings)
  • Goal planning worksheets
  • Resume upon hiring
  • Professional development plan or program

In addition to a comprehensive system for training new staff, you will need to create an employee retention strategy to keep good people in your business.

You can hire and train the best and the brightest, but unless you have a strategy in place for keeping the best and the brightest happy and motivated, you’ll be forever stuck in the hiring and training phrases.

Of course turnover happens in every business, it’s just a part of being an employer. People get bored, or venture over to another company. They make moves to further their career, or try out new industries. Sometimes you can’t do anything to stop it, but with an employee retention strategy you’ll have a better chance of hanging on to your best employees.

  1. Provide a work environment that meets the needs of your employees.

The place you go to work every day makes a big difference to your overall happiness and how much you like what you do. Therefore, the environment you create for your staff will naturally impact your retention rates.

Consider spending a little bit more money on things like office furniture and kitchen or staff room amenities. Do what you can to make every person’s workspace healthy and comfortable. Place cushioned rubber mats at the point of sale, and other locations where staff will be standing for a long period of time. If your staff uses a computer all day, provide comfortable chairs and adjustable keyboard trays.

Draft a list of small (or big!) changes you can make to your office or store that will improve the day-to-day experience of the people who work for you.

Think about the following questions when brainstorming:

  1. How is the staff room arranged and furnished?
  2. What amenities are provided on-site? Does the kitchen meet the lunchtime needs of all staff members?
  3. What is the atmosphere, or people-culture, of the business? What is the noise level or music choice?
  4. Is there a place for congregation and communication between employees?
  5. How is the office or store-space laid out? Open concept or sectioned off?
  6. Are there ample windows and natural lighting?
  7. Does staff gather for social events, or have common interests?
  8. Are there company events for team building?

Remember that little improvements will go a long way, so get creative with how you can improve the environment at your place of work.

  1. Implement a rewards or incentive-based program to recognize strong performance.

The best way to show staff that they are valued and to recognize their achievements is to create a rewards system. This works well for both your business and the employee, because when employees are motivated with incentives and acknowledgement, they will deliver higher results.

Rewards can vary from days off and free lunches, to bonus checks and salary increases. Choose something that your employees will value, and that you can afford to hand out.

Here are a few ways you can structure your rewards program:

Incentive Programs

  • Rewards based on reaching individual or group targets for sales or other measures (conversion rates, average dollar sale, etc)
  • Rewards based on individual improvement targets for sales or other measures

Recognition Programs

  • Employee of the Month, as voted by colleagues, management, or customers
  • Salesperson of the Month, awarded to top seller
  • Most Improved, awarded to employee with the highest growth

Tip: I came across a statistic a while ago that says that most employees value positive public recognition more than bonuses or monetary rewards, and I believe it. Make your rewards system public, and showcase top performers as “employee of the month” or “salesperson of the month.” This type of reward costs your company nothing to give.

  1. Establish a professional development program to facilitate ongoing learning and performance improvement.

When a new employee is finished with their orientation training, their ongoing training continues in the form of professional development. Ideally, your business will have a system or program in place that nurtures each of your employee’s professional growth.

Investing in the development of your employees shows that you are motivated to keep them happy and growing in their careers. This will help your retention strategy, and allow you to promote and cross-train from within, which will save you time and money in the long run.

The feeling of hitting a professional wall, or “outgrowing” a position is one that drives people to change jobs or attempt to apply their skills elsewhere. If you want to keep your best staff, you will need to find a way to help them grow as a professional while contributing to the needs of your business.

Ongoing training and development increases:

  • Productivity
  • Retention rates
  • Safety
  • Staff morale
  • Customer service
  • Sales
  • Your bottom line

Your professional development program doesn’t have to be particularly formal, just a range of options that will support the growth of your business and the goals of your employees.

Some companies give each staff member a budget for professional development expenses that the company will pay for. Others require a percentage of staff time to be dedicated to learning or product knowledge. You could also schedule a monthly “lunch and learn” session on various topics or products.

A professional development program could include any or all of:

  • Presentations by product or service vendors to improve product knowledge
  • Staff training to learn new equipment or technology
  • Courses at continuing learning institutions relevant to the employee’s role
  • In-house or industry mentorship programs
  • Weekend seminars
  • Promotion and training in higher positions
  • Cross-training to learn additional responsibilities or cover others’ roles

Be sure to work a discussion about professional development and your employee’s goals into your one-on-one meetings. Employees will be more invested in your company’s interests if you are invested in theirs.

Invest time in your staff’s training

It only makes good sense that employees who feel they have a stake in your business will work with a greater sense of ownership and perform at a higher level.

Remember, once you hire the right people, it’s entirely up to you to groom them into your ideal employees. Always consider the cost of finding and training new employees compared to keeping your current ones – just like customers, it’s a lot less expensive.

Why is a Vision Statement so Important

Note:  This post is found in a new category, the Coaches Corner.  The information for these posts are compiled from my Corporate Library.

 

You will notice that every major company in the world has a vision or mission statement – a broad, futuristic idea of what the company will achieve and look like in the future. The five-step process can help you achieve there, but you need to know where “there” is first.

I know you must be eager to jump into marketing strategies and get more people flowing through the door, or more sales ringing through the till. Be patient – this is important work that will build and contribute to your amazing success. Trust me!

So, let’s take a look at what a vision statement is, and why it’s important for you to create one for your business.

A vision statement is a broad, inspiring image of the future state a business aspires to reach. It describes without specifying how aspirations will be achieved, or when. It is ambitious, and forward-thinking. It’s not about where the organization is now, it’s about what the organization will be, or aspires to be.

A vision statement needs to:

  • describe aspirations and intent
  • be inspirational for your staff and customers
  • project a compelling story
  • paint a clear picture
  • use engaging and descriptive language
  • be realistic
  • align with your company’s values

The vision statement will also provide a clear criteria or measuring stick for decision-making. When making tough choices, ask “Does this support the vision statement?” If major initiatives do not support the overall business vision, chances are they aren’t worth the investment of time and money.

If your business doesn’t have a vision statement, it needs one. If it does, then this is a good opportunity to strengthen it or make sure it is aligned with the current dream you have for yourself and your company.

You should note that a corporate vision statement – once created, agreed to and perfected – should remain consistent and unchanged for several years. When a vision statement is changed and revised, it is difficult to create a consistent plan that supports the achievement of the vision. In this case, now is a good time to revise your vision – right before embarking on a comprehensive marketing strategy.

But first, don’t forget that your employees, joint ventures (companies you align yourself with – the most powerful marketing initiative on the planet is a Joint Venture) and your customers need to believe in the company’s vision too.

Your employees need a strong, clear vision statement just as much as you do. When creating a vision statement, keep this in mind. The vision will need to be something that your employees can embrace and stand behind. A powerful vision statement that your employees can get excited about will motivate, inspire and build morale on the sales floor and in the office.

Think about how you will communicate your vision to your employees once you have created it. How can you inspire them to nurture and support your vision on a daily basis, in everything they do? How can you empower and motivate them to feel ownership of the company’s future and their stake in it?

Take a look at these corporate vision statements so you can get a better understanding of what we’re talking about.

Amazon.com
Our vision is to be earth’s most customer centric company; to build a place where people can come to find and discover anything they might want to buy online.

Dell
Dell listens to customers and delivers innovative technology and services they trust and value.

eBay
eBay pioneers communities built on commerce, sustained by trust, and inspired by opportunity. eBay brings together millions of people every day on a local, national and international basis through an array of websites that focus on commerce, payments and communications.

Facebook
Facebook is a social utility that helps people communicate more efficiently with their friends, family and coworkers. The company develops technologies that facilitate the sharing of information through the social graph, the digital mapping of people’s real-world social connections. Anyone can sign up for Facebook and interact with the people they know in a trusted environment.

Google
Google’s mission is to organize the world’s information and make it universally accessible and useful.

Other Vision Statement Examples:

  • To develop a reliable wireless network that empowers people with the freedom to travel anywhere – across the hall or across the continent – and communicate effortlessly.
  • To be America’s best quick-service restaurant chain we will provide each guest great tasting, healthful, reasonably priced fish, seafood and chicken in a fast, friendly manner on every visit.
  • To provide high quality products that combine performance with value pricing, while establishing a successful relationship with our customers and our suppliers.
  • To be a profitable provider of high quality software solutions and services that provide strategic value to our customers and create a company that can attract, recruit and retain smart and talented employees.

See what I mean? Let’s start creating your unique vision statement.

  1. Start by looking at your strengths and weaknesses from the perspective of everyone who does business with you.

You’ll start with a bit of analysis on where you stand now. Use the chart as a guide, create your own on a pad of paper (ideally use this same pad for the entire time you are doing the E-Learning process) and fill in your company’s unique strengths and weaknesses. Think about strengths and weaknesses from the perspective of customers, staff, management, vendors or suppliers and owners.

For example, what would your customers say about your customer service standards? Would this area be considered a strength or a weakness? What would your staff say about training and professional development opportunities? What do you think about your income and overall financial growth?

  Strengths Weaknesses
Customers
Customer service
Product or service availability and quality
Business location
Business image
Staff
Training
Salary
Professional development
Benefits
Quality of work environment
Management
Training
Benefits
Staff skills
Vendors / Suppliers
Product or service quality
Owner (You)
Income
Business image
Salary
  1. Analyze your observations, and remember that your weaknesses represent great opportunities for change and improvement, while your strengths need to be nurtured and developed.

Take a look at what you have written, using the chart above as your guide, and answer the following questions on your pad of paper:

What does the overall picture look like?

How does the overall picture align with the dream you have for your business?

What great achievements and qualities exist in the strengths section? (List 10)

What opportunities exist in the weaknesses section? (List 10)

  1. Now that you’ve assessed where your business stands today, where do you want it to be? What opportunities exist?

Here you will take the strengths and opportunities you identified in step one, the analysis you completed in step two, and start describing them in words. Use the chart below as your guide, write three sentences that describe the future state of your business. I’ve included some samples to get you started.

  Vision
Customers To be a regional leader in customer service.
Staff To inspire and develop our professionals.
Management To lead a generation of environmental responsibility.
Vendors / Suppliers To offer only the highest quality sprockets.
Owners To be a profitable and highly respected organization.
  1. What opportunities and aspirations are the highest priorities for you and your business?

Take the sentences you created above, and list them in order of importance to you. You may have to do this several times before you feel the order is accurate. Then, combine duplicate sentences, or ones that describe similar things.

Once you’ve finished your list, take the top three to five sentences and combine them into a cohesive paragraph.

  1. Refine your statements so that they are broad, future-oriented and use words that reflect your values, priorities and dreams.

You need to refine your statement so it is smooth, clear and easy to understand. Here is a checklist to use when reviewing the words you have written:

  • is it inspirational for your staff and customers?
  • does it project a compelling image?
  • does it paint a clear picture?
  • have you used engaging and descriptive language?
  • is it realistic?
  • does it align with your company’s values?

TIP: You can use phrases like:

A leader in…
Support the development of…
Offer opportunities to…
Continually create…
Build on…
Inspire…
Develop…
Facilitate…
Achieve…
Deliver…
Bring together…

  1. Include your employees in the vision creation process, and ask them for feedback.

Do they understand the vision? Do they support it? Does it inspire them? Can they find meaning in their work based on it? Incorporate their feedback, where possible and relevant.

  1. Put your vision statement somewhere everyone can see it – your staff, management, customers and vendors.

Once you have created your vision statement, share it with the world. Your vision is something you have committed to, and can let everyone know where your company is heading. It allows them to see where you want to go, and gives them the opportunity to help you get there.

Now, do you have everything you need to start working towards your vision statement.