The Importance of Software Training - Save Money While Improving Workplace Morale</h1> <article> <h1>The Importance of Software Training - Save Money While Improving Workplace Morale</h1> <p>Ellen DePasquale — Tue, 21 Jul 2009 23:34:01 GMT</p> <p><strong>The Costs of Software Problems<br /> At What Price? </strong></p> <p>Frustrating experiences waste an average of 42-43% of the time employees spend at their computers, according to the User Frustration with Technology in the Workplace study co-sponsored by Carnegie Mellon University, Towson University, and the University of Maryland. This calculation includes time lost trying to solve the problem and time spent recovering any lost work. <br /> <br /> The Employment Situation: June 2009 report, dated July 2, 2009, issued by the United States Department of Labor, Bureau of Labor Statistics, states the average earnings of “production and nonsupervisory workers on private nonfarm payrolls” was $609.37 per week. <br /> <br /> If we estimate in an average week that an employee spends 20 hours at their computer, then 8.6 hours (or 43%) are unproductive and frustrating. For a 40 hour/week employee, that equals $131.01 weekly or $6,550.50 annually (50 weeks) in lost payroll.<br /> </p> <p style="margin-left:80px;"> <table style="border-right:medium none;border-top:medium none;border-left:medium none;width:4.45in;border-bottom:medium none;border-collapse:collapse;" cellspacing="0" cellpadding="0"> <tr> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:windowtext 1pt solid;padding-left:5.4pt;padding-bottom:0in;border-left:windowtext 1pt solid;width:1.7in;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">Number of Employees</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:windowtext 1pt solid;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">Total lost payroll per week</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:windowtext 1pt solid;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">Total lost payroll per year</div> <div style="margin:0in 0in 0pt;">(50 weeks)</div> </td> </tr> <tr> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:windowtext 1pt solid;width:1.7in;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">1</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$131.01</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$6,550.50</div> </td> </tr> <tr> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:windowtext 1pt solid;width:1.7in;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">3</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$393.04</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$19,652.18</div> </td> </tr> <tr> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:windowtext 1pt solid;width:1.7in;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">10</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$1,310.15</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$65,507.28</div> </td> </tr> <tr> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:windowtext 1pt solid;width:1.7in;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">20</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$2,620.29</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$131,014.55</div> </td> </tr> <tr> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:windowtext 1pt solid;width:1.7in;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">50</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$6,550.73</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$327,536.38</div> </td> </tr> <tr> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:windowtext 1pt solid;width:1.7in;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">75</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$9,826.09</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$491,304.56</div> </td> </tr> <tr> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:windowtext 1pt solid;width:1.7in;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">100</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$13,101.46</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$655,072.75</div> </td> </tr> <tr> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:windowtext 1pt solid;width:1.7in;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">200</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$26,202.91</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$1,310,145.50</div> </td> </tr> <tr> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:windowtext 1pt solid;width:1.7in;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">300</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$39,304.37</div> </td> <td style="border-right:windowtext 1pt solid;padding-right:5.4pt;border-top:#ece9d8;padding-left:5.4pt;padding-bottom:0in;border-left:#ece9d8;width:99pt;padding-top:0in;border-bottom:windowtext 1pt solid;background-color:transparent;"> <div style="margin:0in 0in 0pt;">$1,965,218.25</div> </td> </tr> </table> </p> <p> <br /> <strong>Some Things Are Beyond Price!</strong><br /> <br /> Lost wages and productivity are only one side of the issue for businesses; frustration and workplace interruption are the other. When those two issues combine, as what typically happens when employees have problems with their software, the cost is incalculable.<br /> “Every computer user encounters problems with technology. Frustration is a common theme among computer users,” according to research done by the Department of Sociology, University of Maryland.<br /> <br /> Frustration is an important workplace issue because it is not isolated. When frustration is felt in the workplace, the actions taken can be long-lasting, far reaching and disruptive, “which can adversely affect work performance as well,” states a Carnegie Mellon University and University of Maryland joint study, published in Computers in Behavior 22 (2006).<br /> <br /> This study revealed that a single computer problem has the potential to reduce the employee’s productivity for the remainder of the day. Frustration is not limited to the length of time the problem occurs, but also leads “to a longer term mood state that might last hours.” <br /> <br /> The effects of software-based frustration are also not limited to the individual. In most cases, they engaged one or several other employees to either help solve the software issue or to be an emotional support. Either way, other staff members, as well as the initially frustrated employee, are accumulating unproductive time.<br /> “Computer Rage” is a term coined by the Laboratory for Automation Psychology and Decision Processes, at the University of Maryland. In their (2005) survey, they collected comments from survey participants regarding their frustrating computer experiences. Here are just a few:</p> <p><em>“I hate not being able to understand things. It makes me feel inferior, computers have a way of doing that sometimes.”<br /> <br /> “I’m also very frustrated by people’s frustrations with computers.”</em></p> <p><em>“I constantly cursed aloud (some REALLY bad words) and I think my colleague is still scared of me for that. It must’ve not been easy for her…”<br /> <br /> “…I’ve slammed a keyboard a few times but haven’t caused any permanent damage. Sometimes I feel like I want to scream when something doesn’t work but I’d say I’m pretty good at suppressing my anger.”<br /> There are a wide range of reactions to coworker computer rage. Some employees may shut it out, literally, by closing their office doors or even leaving the office. Other employees may feel frustrated or angry as a result of the rise in overall tension in the office. Unfortunately, the energy generated by computer rage has the potential to spread to communications with customers, either by salespeople or customer service. This is when the cost of computer rage becomes unbearable.<br /> </em> <br /> <strong>Software Training Redefined:<br /> Educate Your Employees – Train Your Software</strong><br /> <br /> A bilateral approach to reducing employee frustration from software issues includes user education and improving the software’s interface.<br /> <br /> <strong>Employee Education: Make It Personal</strong><br /> <br /> An employee’s frustration level is directly related to their self-efficacy. Employees who believe they can solve the problem will become less frustrated because they approach the issue as a challenge instead of a problem. Education that instills confidence and knowledge will result in fewer issues and lower levels of frustration. <br /> Targeted materials and curriculum delivered by an experienced instructor are the keys to success. Adults become annoyed and even frustrated when they feel the material being taught is irrelevant (Science, 1992), so classes need to be built around the employees’ responsibilities, needs and goals.<br /> <br /> <strong>Software Training: Customization without Programming</strong></p> <p>“Training” the software involves utilizing built-in functionality to personalize menus and layouts to the employee’s role and responsibilities in the organization. Employees across different departments utilize software functionality in very different ways to accomplish their tasks. Customizing interfaces makes repetitive tasks easy and quick, and organizes important information for easy access.<br /> <br /> The features and functions employees use most should be at their fingertips. Templates, macros, screen views, and menu options are other features that make software more intuitive to the needs of the employee. The use of those elements enables employees to more easily complete computerized tasks in less time.<br /> </p> <p>Copyright © 2009 Ellen DePasquale All Rights Reserved<br /> All trademarks or registered trademarks are the property of their respective owners. All rights reserved.<br /> <br /> This white paper if available at <a href="http://www.eocomputing.com/whitepapers/the_importance_of_software_training.pdf">http://www.eocomputing.com/whitepapers/the_importance_of_software_training.pdf</a> and is available for free distribution.<br /> <br /> Ellen DePasquale, The Software Revitalist™, is founder of Efficient Office Computing, a New York-based software consulting and training company.<br /> Sage Certified Consultant<br /> KnowledgeSync Partner<br /> Microsoft® Partner<br /> NetSuite Referral Partner<br /> American Society for Training & Development<br /> Queens Chamber of Commerce (IT Committee Member)</p> <p>References:<br /> <br /> The Employment Situation: June 2009<br /> United States Department of Labor, Bureau of Labor Statistics<br /> <a href="http://www.bls.gov/news.release/pdf/empsit.pdf">http://www.bls.gov/news.release/pdf/empsit.pdf</a><br /> <br /> User Frustration with Technology in the Workplace<br /> Jonathan Lazar and Adam Jones<br /> Department of Computer and Information Sciences, Center for Applied Information Technology, & Universal Usability Laboratory<br /> Towson University, Towson, Maryland, 21252<br /> Katie Bessiere, Human-Computer Interation Institute<br /> Carnegie Mellon University, Pittsburgh, Pennsylvania, 15213<br /> Irina Ceaparu and Ben Shneiderman<br /> Department of Computer Science, Human-Computer interaction Laboratory, Institute for Advanced Computer Studies & Institute for Systems Research<br /> University of Maryland, College Park, Maryland 20742<br /> <br /> Social and Psychological Influences on Computer User Frustration (Newhagen book chapter)<br /> Katie Bessiere and John Robinson, Department of Sociology<br /> University of Maryland, College Park, Maryland 20742<br /> Irina Ceaparu and Ben Shneiderman<br /> Department of Computer Science, Human-Computer interaction Laboratory, Institute for Advanced Computer Studies & Institute for Systems Research<br /> University of Maryland, College Park, Maryland 20742<br /> Jonathan Lazar, Department of Computer and Information Sciences, Center for Applied Information Technology<br /> Towson University, Towson, Maryland, 21252<br /> <br /> Computer Rage Survey<br /> Of the Laboratory for Automation Psychology and Decision Processes<br /> University of Maryland, College Park, Maryland 20742<br /> <a href="http://lap.umd.edu/Computer_Rage/Tech_Report/written_comments/frustration">http://lap.umd.edu/Computer_Rage/Tech_Report/written_comments/frustration</a><br /> <br /> A model for computer frustration: the role of instrumental and dispositional factors on incident, session, and post-session frustration and mood</p> <p>Computers in Human Behavior 22 (2006) 941-961<br /> Katie Bessiere, Human Computer Interaction Institute, School of Computer Science<br /> Carnegie Mellon University<br /> 5000 Forbes Avenue, Pittsburgh, PA 15213<br /> John E. Newhagen, Philip Merrill College of Journalism<br /> University of Maryland, College Park, MD 20742<br /> John P. Robinson, Department of Sociology<br /> University of Maryland, College Park, MD 20742<br /> Ben Shneiderman, Department of Computer Science<br /> University of Maryland, College Park, MD 20742<br /> <br /> Enhancing Adult Motivation to Learn; A Comprehensive Guide to Teaching All Adults<br /> Third Edition 2008<br /> Raymond J. Wlodkowski<br /> <br /> Dependence of Cortical Plasticity on Correlated Activity of Single Neurons and on Behavioral Connext<br /> E. Ahissar, E. Vaadia, M. Ahissar, H. Bergman, A. Arieli, M. Abeles<br /> Science, 1992</p><div style="clear:both;"></div> </article> <article> <h1>Should You Cut Employee Training During a Recession?</h1> <p>jen mercer — Fri, 16 Jan 2009 13:45:55 GMT</p> <p> <p class="MsoNormal"><span style="font-size:10.0pt;font-family:Arial;">Employees want training to help retain their positions, and with the country in a recession, what is a business to do?<span style="mso-spacerun:yes;"> </span>Most companies cut their training budget during the lean business years.<span style="mso-spacerun:yes;"> </span>However, training your employees is a very valuable asset that should never be eliminated.</span></p> <p class="MsoNormal"><span style="font-size:10.0pt;font-family:Arial;">Training is an investment in your business.<span style="mso-spacerun:yes;"> </span>By providing training during the recession period, you will have an advantage over businesses that have cut their training programs. Unlike their employees, yours will have enhanced skills and will work more efficiently.</span></p> <p class="MsoNormal"><span style="font-size:10.0pt;font-family:Arial;">Training also improves employee loyalty. It shows your employees that you are investing in them – that you believe in them – and they will return the favor.<span style="mso-spacerun:yes;"> </span>When you provide training, your employees’ morale and confidence are elevated.<span style="mso-spacerun:yes;"> </span>When employee morale is up, the work environment is better, fewer errors are made and more work is accomplished.</span></p> <p class="MsoNormal"><span style="font-size:10.0pt;font-family:Arial;">You are probably wondering how to pay for all this training.<span style="mso-spacerun:yes;"> </span>Not all training programs are offered off-site.<span style="mso-spacerun:yes;"> </span>Many online training programs, such as webinars and podcasts, are free. Most cost less than off-site<span class="msoIns"> </span>conferences.<span style="mso-spacerun:yes;"> </span>In addition, there are no travel expenses or time away from the office to incur with e-learning.</span></p> <p class="MsoNormal"><span style="font-size:10.0pt;font-family:Arial;">E-learning allows your employees to build their skills – from the convenience of their home or office and often whenever they choose. It gives them ultimate flexibility.</span></p> <span style="font-size:10.0pt;font-family:Arial;mso-fareast-font-family:'Times New Roman';mso-ansi-language:EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA;">With the current economic recession, you may have to make drastic changes to stay afloat. However, keep in mind that employee training is still very important and can be cost-effective.<span style="mso-spacerun:yes;"> </span>The long-term results of investing in your employees during this time are immeasurable.</span></p><div style="clear:both;"></div> </article> <article> <h1>Employee Training: Ten Tips For Making It Really Effective</h1> <p>MySolutionSpot Editor — Mon, 14 Jul 2008 19:21:42 GMT</p> <p>Whether you are a supervisor, a manager or a trainer, you have an interest in ensuring that training delivered to employees is effective. So often, employees return from the latest mandated training session and it’s back to “business as usual”. In many cases, the training is either irrelevant to the organization’s real needs or there is too little connection made between the training and the workplace.</p> <p>In these instances, it matters not whether the training is superbly and professionally presented. The disconnect between the training and the workplace just spells wasted resources, mounting frustration and a growing cynicism about the benefits of training. You can turn around the wastage and worsening morale through following these ten pointers on getting the maximum impact from your training.</p> <p>Make sure that the initial training needs analysis focuses first on what the learners will be required to do differently back in the workplace, and base the training content and exercises on this end objective. Many training programs concentrate solely on telling learners what they need to know, trying vainly to fill their heads with unimportant and irrelevant “infojunk”. <br />Ensure that the start of each training session alerts learners of the behavioral objectives of the program – what the learners are expected to be able to do at the completion of the training. Many session objectives that trainers write simply state what the session will cover or what the learner is expected to know. Knowing or being able to describe how someone should fish is not the same as being able to fish. </p> <p><br />Make the training very practical. Remember, the objective is for learners to behave differently in the workplace. With possibly years spent working the old way, the new way will not come easily. Learners will need generous amounts of time to discuss and practice the new skills and will need lots of encouragement. Many actual training programs concentrate solely on cramming the maximum amount of information into the shortest possible class time, creating programs that are “nine miles long and one inch deep”. The training environment is also a great place to inculcate the attitudes needed in the new workplace. However, this requires time for the learners to raise and thrash out their concerns before the new paradigm takes hold. Give your learners the time to make the journey from the old way of thinking to the new. </p> <p><br />With the pressure to have employees spend less time away from their workplace in training, it is just not possible to turn out fully equipped learners at the end of one hour or one day or one week, except for the most basic of skills. In some cases, work quality and efficiency will drop following training as learners stumble in their first applications of the newly learned skills. Ensure that you build back-in-the-workplace coaching into the training program and give employees the workplace support they need to practice the new skills. A cost-effective means of doing this is to resource and train internal employees as coaches. You can also encourage peer networking through, for example, setting up user groups and organizing “brown paper bag” talks. </p> <p><br />Bring the training room into the workplace through developing and installing on-the-job aids. These include checklists, reminder cards, process and diagnostic flow charts and software templates. </p> <p><br />If you are serious about imparting new skills and not just planning a “talk fest”, assess your participants during or at the end of the program. Make sure your assessments are not “Mickey Mouse” and genuinely test for the skills being taught. Nothing concentrates participant’s minds more than them knowing that there are definite expectations around their level of performance following the training. </p> <p><br />Ensure that learners’ managers and supervisors actively support the program, either through attending the program themselves or introducing the trainer at the start of each training program (or better still, do both). <br />Integrate the training with workplace practice by getting managers and supervisors to brief learners before the program starts and to debrief each learner at the conclusion of the program. The debriefing session should include a discussion about how the learner plans to use the learning in their day-to-day work and what resources the learner requires to be able to do this. </p> <p><br />To avoid the back to “business as usual” syndrome, align the organization’s reward systems with the expected behaviors. For people who actually use the new skills back on the job, give them a gift voucher, bonus or an “Employee of the Month” award. Or you could reward them with interesting and challenging assignments or make sure they are next in line for a promotion. Planning to give positive encouragement is much more effective than planning for punishment if they don’t change. <br />The final tip is to conduct a post-course evaluation some time after the training to determine the extent to which participants are using the skills. This is typically done three to six months after the training has concluded. You can have an expert observe the participants or survey participants’ managers on the application of each new skill. Let everyone know that you will be performing this evaluation from the start. This helps to engage supervisors and managers and avoids surprises down the track.</p> <p>Organizations waste a lot of scarce resources in conducting ineffective training programs. Employee morale also suffers when employees see managers not really serious about instilling the new behaviors. By following the ten pointers above, you will have actively engaged managers in the training process and provided those all-important links between the training and the participant’s workplace. You can then sit back and enjoy the results; happy and effective employees and satisfied clients. <br />2006 © Business Performance Pty Ltd. All rights reserved.</p> <p>Vicki Heath is the Director of Business Performance Pty Ltd, a company providing practical online information and resources in a range of business areas, including training and development. Her company's guides, tools and templates assist organizations engage and develop people, manage organizational change and improve project delivery.</p> <p>Available resources include a training effectiveness guide and training template packs. Investigate these and other useful resources and download the free Session Plan Template at <a href="http://www.businessperform.com">http://www.businessperform.com</a></p><div style="clear:both;"></div> </article> <article> <h1>Gen Y Challenges Employee Training</h1> <p>MySolutionSpot Editor — Mon, 14 Jul 2008 18:57:36 GMT</p> <p>Take a look at your front-line call center or retail sales employees. Most of these entry level jobs are filled with people under 29 years of age. Nicknamed "Generation Y", this group of 60 million Americans is the most adaptable and computer literate generation the world has seen. But, they think and act differently than previous generations of employees.</p> <p>Why is this generation different from "Boomer" and "Generation X" employees? Eric Chester, the author who coined the term "Generation Why" says, "Generation Y won't automatically offer up their respect just because someone is older or has a title." They won't automatically accept what you teach in your training courses. Instead, you need to tap into the secret that drives them.</p> <p>What is that secret? "They pledge their hearts and souls to causes that they believe in, which makes them very loyal employees." says Chester. "They are idealistic and yet cynical. They won't just follow orders."</p> <p>So if you want to develop professional excellence in your call center or retail sales team, you need to customize your courses to appeal to Gen Y attitudes.</p> <p>Here are 5 tips to train your Gen Y call center or retail sales employees:</p> <p><b>1)</b> <b>Earn their loyalty.</b> Give them training and an opportunity to excel. Tap into their idealism and desire to be loyal. Whatever you do, do not betray that trust or they will quit. They saw their parent, or parents (much of this generation was raised in single parent homes) sacrifice family time in pursuit of a career, only to be eventually downsized. So, Generation Y's are willing to sacrifice their carers in exchange for family and more downtime. They will be loyal to a cause but impatient if they feel betrayed. <br /><b>2)</b> <b>Use facts to overcome their cynicism.</b> These teenagers and young adults are the first generation to be deliberately targeted by mass marketers and TV commercials. They are cynical because they have been lied to before. You need to prove through facts and case histories why they should believe you. <br /><b>3)</b> <b>Don't be surprised if they challenge you</b> or dare to say, "Why should I believe you?" They are not being deliberately rude. But, they need to find out "Why?" before they will accept your advice. They are capable of being loyal but will not give that loyalty easily. <br /><b>4)</b> <b>Get to the point!</b> Raised with the Internet and cell phones, they are used to instant gratification. For example, if you are over 30 years old and wanted music, you probably bought a CD (or for those of us who are over 40, a vinyl record.) Generation Y downloads music instantly via the Internet. As a result, when you hold a call center or retail sales training session, you need to make your point quickly and directly. <br /><b>5) Do not confuse impatience with indifference.</b> If they believe your training session is unimportant, they will interrupt you or tune you out. But, if you can show why your training workshop is important, you will have their full attention. </p> <p>Remember that your new call center or retail sales employees want an energetic training session that appeals to their idealism, answers their questions and shows how their contribution makes a difference. Treat your Generation Y employees with respect. They will reward you with their adaptability, computer savvy and yes, loyalty.</p> <p>© 2008 Reflective Keynotes Inc., Toronto, Canada.</p> <p>Mike Aoki is a corporate trainer and motivational speaker with 20 years of experience in the telecom industry. For more free tips on public speaking, sales and call center techniques, visit <a href="http://www.reflectivekeynotes.com">http://www.reflectivekeynotes.com</a></p> <p>Article Source: <a href="http://EzineArticles.com/?expert=Mike_Aoki">http://EzineArticles.com/?expert=Mike_Aoki</a></p><div style="clear:both;"></div> </article> </main></body></html>