How many times have you been on a great training course and gone back to work really motivated and wanting to put your newly acquired knowledge into practice? How often have you then found, that after only a few days or weeks, that same motivation has gone, as the flames of passion for your subject is quelled by the disinterest of your manager or peers?
All too often businesses invest time and money in training courses, whether face to face or e-learning, in the belief that those few hours spent in that learning environment will produce miraculous results and change peoples skills and behaviours from the moment they complete the course and go on to have a miraculous and long lasting effect on their role and subsequent business performance.
If only this were true – then certainly a lot of training businesses would have gone out of business themselves long ago.
I call this ‘Slippy’ training because the knowledge slips out of our memories over time.
I believe that those first few hours or days in the training ‘room’ are in fact just the beginning of the learning journey and not the end. In terms of Customer Service training, the theories and skills learned during the training now need to be put into constant practice.
The most effective learning is where joint responsibility for learning is taken within a team and is supported culturally within the business itself. The responsibility to learn from each other and encourage and recognise successes, as well as the ongoing coaching and support from managers and leaders is a key component to success. Having ongoing refresher training, in whatever form that might take, also helps embed the learning messages and is a key component of helping learning stick.
If you’re thinking about embarking on a new round of training – before you do, ask yourself these two key questions:
– Have we already trained our people in this before?
– What’s going to be different that will keep the learning alive this time around?
If the answer to either of these questions is ” I don’t know” i’d recommend you find out and save yourself some money in the longer term, as well as significantly increasing the effectiveness of any learning program you do implement. And if you’re unsure what you could do differently to make your training ‘sticky’ we’d be happy to help.
New Chapter Learning Ltd are learning experts who help businesses enhance their training by offering bespoke training review services. They make sure that any training solution you have is the most cost effective, efficient and ‘sticky’ it can be, thereby enhancing the learning experience and saving you money in the longer term.