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Recently I was asked:
“Is it fair that trainers be held responsible for improving employee performance? Although training may be seen on the surface as a “cause and effect activity” i.e. you train an individual and their performance increases until they reach a certain standard - I think we all really know that a person’s learning (and performance standard) is a result of a wider range of systemic influences.”
Trainers are and should be accountable to the bottom line like everyone else in the organization. The reason why we struggle with this is because of our outdated notion that training is what happens in the classroom.
Training is a business solution and should be measured like any other business solution. If a company invest time and money to design, develop, and deliver training their should be demonstrated return for the effort.
Classroom training is an event that should only be undertaken because there was clearly identified business need (not training need). Before one dime is spent on the development side of training we should know exactly with the training should produce.
Much of the trouble can be linked to using the wrong training measures: number of people in the class, the number of training days…Our inability to say that we are going to spend $25,000 to train and the gain will be $50,000 -$100,000 is what diminishes our position in the organization.
The only reason to train anyone in an organization is so that they deliver more RESULTS. We have to know what we are hoping to improve, increase, or reduce before taking up the time and spending the money.
Training that is tested only in the classroom is of no benefit to the organization. Training that is delivered to gain behavioral changes that can be viewed in the classroom is of no benefit to the organization. The only training that matters is the training that closes the specified performance gap so that the business results improve. Before you can impact the bottom line you must define the bottom line.
There are two important questions that must be answered:
QUESTION #1 - What does the company need more or less of?
All companies are looking for the same things like faster processing times, fewer mistakes, less rework, more sales, or less waste. It doesn’t matter what job title employees have, their jobs or operations are expected to return more to the company than it takes away.
QUESTION #2 - What do employees need to know and do differently in order for the company to realize their goals?
If the company needs more sales, teaching your customer service agents to say please and thank or smile while they dial is not enough. The skill that employees need is to listen and solve the customers problem more efficiently.
All training should be designed and delivered to transfer directly to the workplace because that is the only place that it counts.
Training will never add value if the focus remains on skill development instead of appropriate skill application. We have to stop teaching people about “communication” and teach them how to communicate differently to improve relationships and business results.
It’s less important that customer service agents know about the role of customer service and don’t know how to truly serve customers.
There is a chasm of difference between the two.
For more information you may want to read: “Easier to Predict the Weather than Training ROI.” http://think6results.com/showarticle.php?article=easitopr#beginning
Valarie is CEO of Think 6 Results — a knowledge broker passionate about learning and improving performance in organizations. She’s a writer, presenter, and executive coach on a mission to get every employee and organization focused on and thinking about the SIX business driving goals that matter.
Looking for just the right SPEAKER for your special meeting or event; we offer full-day presentations, training workshops, and keynote addresses. This high-energy presenter is ready to cover topics like: strategic thinking , career strategy,leadership, change management, teambuilding, employee engagement, or organizational learning. Let us customize a presentation for you. You won’t be disappointed.
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Contact Valarie at washington@think6results.com or by calling 630-705-1189. Visit us at http://www.Think6Results.com
Everyone knows the importance of having a positive attitude, especially in the health insurance industry. Even negative people say that they have a positive attitude.
All agents have seen it one time or another. They are at a meeting, and in the hallway during one of those five minute breaks they notice a woman on the telephone. In fact, she’s on the phone on every break. Finally one agent says, “calling your husband, huh?” to which she quickly responds, “No! Setting appointments.” She’s obviously protecting or insuring her ‘good attitude’. She’s making sure that the outside influence of a meeting will not affect her production goals or her ‘good attitude’.
Or, what about the guy who’s sitting at a table by himself at the Monday morning ‘turn-in’ meeting. He’s busy wrestling with a pile of papers and hasn’t said a word to anyone. Someone goes up to him and says something about the monsoons or scorching heat or earthquake in China last week and he barely acknowledges their presence. “All those papers must be apps”, he mutters to the group in the hall.
An example of Attitude Insurance:
Sam, a new agent, rode with John, a seasoned pro, for a week. Monday, John finished setting up his week. He already had about eight appointments and added another 7 or 8. It didn’t look too difficult, people just seem to like him. On Tuesday, things started going bad. The first appointment wasn’t there so they just introduced themselves to a few other businesses. The next person didn’t qualify medically, but they did sell the NBA membership and a critical illness policy. Wednesday they encountered severed thunderstorms. Their first appointment was the owner of a tow trucking company and was a no-show. They went next door to a beauty shop and found five beauticians and a receptionist looking very bored because all their customers had canceled due to the weather. They took to them immediately, offering coffee and a place to dry off. During the three hours before their next appointment, they wrote up every one of those ladies.
Still raining something awful, they went to their next appointment. It was a mechanic shop on the other side of town. The rain was blowing completely horizontal with no signs of letting up, so they made a mad dash for the door. The ground was so soft that Sam lost one of his brand new shoes in the mud. The owner and one employee helped them in and long story short, was so impressed with John’s presentation that he quickly called his brother over. They ended up selling 3 families. Thursday, John’s car broke down on the way to their appointments. So they had to call Sam’s wife to pick them up and use his car the rest of the day. John had over $20,000 in AV that week. He never once let the elements get in his way. He was constantly thinking of positive solutions to every situation. It was John’s best week to date.
So, where does attitude insurance come from? Attitude insurance comes from the same place things like honor, discipline and integrity come from…inner self. An agent’s friends and co-workers surely help but for him to truly have the good attitude, he will have to be the one to get it and protect it. The agent is the only one who can give himself an Attitude Insurance Policy.
The really great news is that there is no cost associated with obtaining this policy. Not in terms of money anyway. The cost is the agent’s action and their discipline. Agents must discipline themselves to take action against all those outside forces that adversely affect their good attitude.
By not protecting his attitude, an agent’s focus and ability to perform sound reasoning will be destroyed. Failure to protect a good attitude will certainly feed a bad attitude.
If an agent wants to make $4,000 a week selling insurance, he can. But if he sets a goal to make $4,000 a week and doesn’t do his due diligence to gain the proper knowledge and discipline, it won’t happen. And what do happens next? Well, believe it or not, this person is now looking for ways to cancel their Attitude Insurance Policy. They actually seek out other unsuccessful people to confirm their lack of success is justified — again, from another unsuccessful person.
Dropping attitude protection, even for a moment, can cost hundreds or even thousands of dollars. Ironically, highly successful people who encounter great challenges have those really huge Attitude Insurance Policies.
Dan Roberts is the VP Sales and Marketing for Insurance of America Agency, Inc. A marketing leader in the insurance industry, Dan has worked in operations and sales and marketing at some of the nation’s largest insurance marketing organizations. He is the recipient of over 85 industry awards including a coveted ‘Million Dollar’ gold ring from the agency’s founder. Insurance of America specializes in both operational and sales and marketing support for those individuals wishing to build their own successful insurance business or marketing organization.
Dan Roberts, VP Sales and Marketing
Build Your Own Insurance Business
http://www.byoib.com
888-440-4642
“Selling” is often considered a dirty word in the world of ADD Coaching. Many people associate sales with smarmy guys in cheap suits who see dollar signs instead of people.
But selling is not about deceiving people, and it’s not about taking advantage of them, either. Selling your ADD Coaching services is not unethical. Selling in ADD Coaching is about communicating to your potential clients how you can help, and why you’re the right coach.
Believe In Your Product, Believe in Yourself
Any good sales person knows that the first rule of selling is believing in your product. When you believe in the product and you believe that it’s a good fit for a person, you sell the product to that person.
In ADD Coaching, you are the product. So if you lack self-esteem or confidence in your coaching, you’re in trouble!
Convince Yourself That You’re Worth Selling
Rather than weighing yourself down with what you think you’re lacking (not enough training or not enough clients), start focusing on what does make you a good ADD Coach.
Make a list. What are your skills in coaching? What coaching experience do you have? (Note: you may have been an ADD Coach your whole life without knowing it!) What life experience do you have that relates to coaching? Who have you helped and how?
Use this list to convince yourself that you and your ADD Coaching services are worth selling! Refer to it often.
Remember, you’ll never get all the clients you want if you’re unable to communicate how you can help, and why you’re the right coach.
Jennifer Koretsky is an ADD Management Coach who helps adults manage their ADD and move forward in life. She publishes The ADD Coaching Business Report, an eNewsletter that helps other coaches succeed in their business and marketing efforts and create viable coaching businesses. Subscribe to The ADD Coaching Business Report at http://www.addmanagement.com/ACBR.htm