Teaching the skills and providing the tools to make your organisation self sufficient
We employ a 6-step process at CC Leisure Solutions
How will you measure the work that we do? The training must exist to drive business outcomes. If it can’t be measured you are setting up to fail. don’t leave the outcomes to chance, make sure you decide in order to get the best results possible. The outcomes can come in the form of assessments, increased skills, better standards or more consistency.
Build the complete package
What happens before and after the event is just as important as the training itself. Example for a Customer care course – Outcomes you may consider: Improved Mystery shop, increased product knowledge, better data capture. A bespoke course aimed at making the team think differently, getting them to realise that some changes may be good. After would be things to practice, tools to use to keep consistency and ways to make the course live.
During the training it is important that you cross the learning-doing gap, there needs to be practice and not just theory. Active learning with practice and feedback is essential if we want new behaviours to continue. Content covered is not content learned. If we can get the team to enjoy the day and get involved there is more likelihood of the course being remembered, and therefore being used.
This is normally the missing link between training and results. Imagine the training is worth 10 marks and transfer is worth 10 marks perfect result would be 10 x 10 = 100% if there is no transfer and the training day was perfect the result would be 10 x 0 = 0%. for most organisations this is the biggest area to concentrate on. It is essential that managers support training and the training transfer or the likelihood is wasted training which results in loss of goodwill.
Tools & Support
Essential when trying out new skills; it’s the support that allows the behavioural change and consistency. tools such as: Check sheets, Job aids, Assessment tools, Instruction manuals, Flow charts.
If these can be used during the training there the practice can then be more realistic, allowing better understanding.
Did the training add value? We must be able to prove value and show how the results improved the business.
What worked? What didn’t? Do we need to add more transfer or cover things again for certain individuals?
Have we planned re-cap training?