| There are many aspects of training that can only be | | | | this sort of training are well-versed in explaining that |
| effectively carried out on the job. Yet when you | | | | you have get the knowledge before you put it into |
| look around, you will find hundreds of thousands of | | | | action. Yes, it does sound logical but the thinking is |
| training courses and training programs that attempt | | | | flawed. The transition between knowledge and action |
| to train people in skills that involve other people | | | | is very low. |
| without the other people. See how many training | | | | We waste millions of training dollars on ineffectual |
| courses you can find on customer service. On Google | | | | training that has no or little effect of behavior in the |
| there are 114 million entries. Just think about it. How | | | | workplace. To some extent we are the victims of a |
| can you learn customer service without actually doing | | | | training marketing exercise that is very effective in |
| it? Without facing the customer? What about selling? | | | | making us buy but not very effective in training our |
| On Google, under sales training courses there are 18 | | | | staff. They leave the training course knowing more |
| million entries. How can you learn to sell without | | | | about what they already know but are not equipped |
| facing a customer and selling? Finally, how can you | | | | with the tools to implement it. Just consider the last |
| learn about leadership without actually doing the job? | | | | training course you attended. Ask yourself, what did |
| On Google, under leadership training, there are 11 | | | | you do differently as a direct result? Are you still |
| million entries. | | | | doing it? |
| It's an interesting exercise to go through some of | | | | In our quest for efficiency, we hold larger and larger |
| these entries at random and just look at what | | | | training courses and that insurers that the transfer of |
| they're offering. The majority of them offer short | | | | training to the workplace is diminishing. We need to |
| courses and long courses on the subject. Very few | | | | demand better quality training that gives us the |
| even offer on-the-job training and coaching. This | | | | results that we want and refuse to accept |
| means you have to question the value of the training | | | | sub-standard training that is purely designed to make |
| programs that are conducted solely in the classroom. | | | | money for the training companies. We need to |
| Common sense must tell you that you cannot learn | | | | protest more loudly against the "one size fits all" |
| customer service in the classroom, selling in the | | | | training we are constantly being offered. |
| classroom or leadership in the classroom. People selling | | | | |