how to make the workplace a learning place
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Making the work place a learning placeTRANSCRIPT
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Making The Workplace A Learning Place
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Every day hundreds of training providers …
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Are running hundreds of training courses…
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For thousands of learners…
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… sitting in classrooms throughout the country…
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Not doing their jobs…
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Not serving customers…
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Being trained…
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SO…
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Why is there still a skills shortage?
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Why are managers still saying….
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We’ve sent them on training… but they still
can’t do it!
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It’s not the learners’ fault.
The truth is….
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Conventional training methods don’t
work….very well
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Removing groups of learners from the workplace
to receive instruction by content "experts" for one or two days does not achieve
lasting changes in behaviour.
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How else?
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Workplace as learning place
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Don’t assume role of content expert
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Draw on existing knowledge and practical experience of
what really works
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Supplement with additional information and advice
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Break content into bite-size chunks
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Make it Fun
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Create energy and excitement
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Allow time to practice
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And reflect
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Link to performance metrics
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How?
All at the work place
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www.lbd.co.za/
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A competition to find out who could have made the sale
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Before: Alignment with strategic objectives and targets
Agree expectations and measures
Create customer scenario
During:
Create Teams
Customer service investigations
Teams present results
Rewards and recognition
After:
Who made the sale?
Evaluate
Overview
Award prizes
Did we meet expectations?
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Example of Customer Service Investigations
Who made the sale!
CSI 1:
Who understood the customer’s needs?
CSI 2:
Who made the customer feel most at ease?
CSI 3:
Who was there when the customer needed help?
CSI 4:
Who fixed things when the customer wasn’t happy?
CSI 5:
Who worked as a team to get the customer’s business?
Evidence gathering activities to determine…
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Timetable of Activities
• Planning meeting 30mins• Workplace activities 45 mins /day• Feedback meeting 1hr 30 mins• Plus preparation for group activities
• Total for typical investigation = 8hrs
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Planning and Feedback Meetings
Feedback MeetingsWhy: Teams present results of investigationsWhen: Held every other ThursdayWho for: All team members; managersHow long: 1hr 30minsWhat happens?: see agenda
Planning MeetingsWhy: Plan activities for next investigationWhen: held every other FridayWho for: Whole teamHow long: Strictly 30minsWhat happens?: see agenda
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Draw on existing knowledge
• Email surveys and games, e.g., what’s the best way to show respect to customers?
• Score results• Post best suggestions• Recognition in the Hall of Fame
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Provide Additional Input
Thirty ways to show respect to customers
How To Remember Names and Faces
When Customers Criticise…
Five ways to satisfy an Angry Customer
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Evaluation
Pre-course evaluation
Form
Course Evaluation
Form
Practical Application
Post-course
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Recognition & Reward
• Prizes• Best individuals• Best Team• Best Branch