Training is one of the most profitable investments an organization can make. No matter what business you are in, the steps for an effective training process are the same and may be adapted anywhere.
If you have ever thought about the training program within your organization? Consider the following for any training program to be effective and efficient. Do you have these answers?
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Why is training needed?
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What type of training is needed?
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When is the training needed?
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Where is the training needed?
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Who needs the training? Who will conduct the training?
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How will the training be performed?
Now that you have determined your five W’s (and "how"), what are the most effective ways to implement the training plan? In most cases, each of you will probably follow up with computer-based training and hands-on training. We are not teaching rocket science. It's changing oil!
You can build skilled employees by taking the time during three steps.
The first step is to gain knowledge of your team’s process of service. Most of you will do this by sitting a new hire in front of a computer and letting them go through some mind-numbing training program. Hey, they’re all great tools, but we are not going to pretend that they aren’t somewhat boring.
Some of you will make the mistake of just leaving these new hires on this system and forgetting they are there. If you do this, by the time that you get to the next step, they will have most likely forgotten most of the sections. Start small. Give them a few sections and get them to a point of completion on a position and then pull them off that machine.
Step two is the beginning of the 4 step hands on training process. Many companies use this style. It looks like this: Trainer Does, Trainer Teaches, Trainee Does, Trainer Teaches, Trainee Does, Trainee Repeats, Trainee does, Trainer Watches. In all honesty, this is the absolute most important because it sets the habits and patterns hands-on. I will use training a lower bay technician as a guide below.
Trainer Does, Trainer Teaches
Your team trainer will be downstairs with your trainee. In this time, they will do the work hands-on with the trainee watching. They will point out areas of concern, proper tools and placement and time expectations, all while doing it themselves.
Trainee Does, Trainer Teaches
Now the wrench is handed off and the trainee gets into the action. The trainer will walk them through what to do, how to use the tools and how they will do all of this on their own going forward.
Trainee Does, Trainee Repeats
On your potential third vehicle, the trainee is going to do the job on their own and tell you each step as they go. As the trainer, you will only step in and correct if they are doing something wrong. Let them get a feel for the job as they talk to themselves.
Trainee Does, Trainer Watches
At this point, your trainee is given the reigns and you are to watch. In many companies, this is when someone signs off on proficiency or fills out training worksheets.
On the next vehicle, you should be able to walk away and monitor from a distance or check in from time to time. The only way to build speed and proficiency is to do the work. Here and there, a vehicle will cause a fumble. They encounter a weird skid plate or awkward positioning of an oil filter. Take your time to show them the right way and they will pick it up for next time. Continuous learning each day will create skilled and valuable employees.
Finally, approve the employee to do the job. Some companies have paperwork or computer modules that must be signed off. Take these seriously, as you are saying that this employee can do the job that you have trained them on. Just firing off a signature or a passcode to get them out of your way will lead to more claims and unhappy customers down the road.
This is how we go about training our new hires. Maybe your company does something similar or completely different. All training is valuable. Take what you can and add to your program and watch your skill sets rise and your work get easier. Work smarter, not harder.
