Customer Service Expert Reveals Training Mistakes

Most of the money and time companies spend on training is wasted because the majority of companies use outdated training ideas and boring training methods, says John Tschohl, president of the Service Quality Institute.

Tschol lists 10 reasons why group training fails.

1 Large groups: You can’t have a good group discussion if 100 people are in the room. Try to limit training sessions to 15 people so everyone has a chance to participate.

A small number of people dominate the conversation: It’s natural in groups for three people to speak up while everyone else stays silent. Facilitators must call on everyone in the room to participate.

Stupid games: People don’t like role-playing games. Games and exercises have to do with something that builds success as a team.

Complicated training materials: If the material is not easily understood, it will not be implemented. Make sure the informa- tion is easily comprehended. Test the material on several small groups.

Facilitator dominated: Facilitators should be seen and seldom heard. They should steer the conversation, but they should not dominate the discussion. They should ask leading questions of the participants and make sure everyone talks at some time.

Lectures: Remember how you fell asleep when boring profes- sors spoke in college? Your employees are no different. Lectures are not an effective way to get people to change their attitudes and beliefs.

Irrelevant Information: If the material is not relevant to their jobs, people will not accept the information. They want ideas they can use immediately.

Bad physical environment: Learning can’t take place if people are not comfortable. Invest in a room that looks pleasant and professional. It sounds basic, but make sure the room is well heated or cooled and has comfortable seats. Offer refreshments. Add audio and video presentation equipment.

Repeating the same training programs and materials: A child can watch the same program 50 times, but an adult can’t watch the same training materials twice. Companies need to bring in new trainers who have new information and different teachng styles

10 Not taking today’s young people’s learning styles into mind: The vast majority of workers are young people. They learn differently than previous generations and they get bored easily.

–More info: www.customer-service.com

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