26/09/2013
Danger! Corporate Training Initiative Ahead
On occasion I come across organizations that feel that they must set up training programs to meet some identified (or ill-identified) corporate need. Whether it is sales, leadership, outbound team building programs, multi-cultural interventions, or any other topic, these across organization programs tend to be top-down driven. That means that the impetus for training comes from senior executives or management, sometimes in conjunction with human resource units.
Is there anything wrong with such initiatives? First, it makes sense that efforts be made to develop a more cohesive organizational culture, or new set of skills across the organization. The problem is that executives are not always in touch with the needs and wishes of employees who will be attending training sessions, and may forget that learning will only take place when attendees see that the training is relevant and useful to their own lives. When participants see the training as irrelevant, or worse, suggestive of skill/attitude deficits on their parts, the result can be wasted resources or worse.
A recent incident illustrates the point. A large MNC arranged for two day seminars for sixty of their employees (human resources employee) in "anger management, mediation, conflict resolution, gender awareness \ diversity, mind mapping and sexual harassment issues". Two anonymous employees in the building emailed to all, including the chairman and board members "What does this have to do with our jobs? This blatant waste must be stopped".
This may be an example of training that has been decided without participant input, and motivated by factors other than enhancing the skills of employee. And it certainly is an example of training which is perceived as unnecessary, irrelevant, and possibly insulting. So what are the consequences?
The top management looks foolish, attracting negative attention from all. Second, what are the effects on the credibility of these, and other training initiatives? In this particular case we don't know, but we can make the general suggestion that training which is not driven by participants, or is communicated badly will have a significant negative impact on the credibility of those that have arranged for the training (management, human resources, etc).
Some Tips:
1. As a general rule, whether training is top-down driven, or driven by properly designed focus groups, surveys or other needs assessment processes, potential participants should be consulted as to the relevance and usefulness of the proposed training. Input is required, not only to keep the training relevant, but also to ensure some level of employee "buy-in" to the issues and the training.
2. In cases where training is mandated by new or revised corporate initiatives (eg. respectful workplace, technological change, new policies, etc) we MUST remember that marketing and framing of the training is critical to ensure that it will be perceived as useful and relevant. Just because management feels the training is necessary does not mean that employee will see it the same way. So the critical part is framing/marketing the initiatives from the point of view of the participants.
In practical terms, these means a communication strategy that focuses on how the training will help employee succeed -- do their jobs better, with less frustration. On occasion, it may seem on the surface that some training endeavors won't bring benefits to employee, but the truth is that almost every training initiative can be framed in a way that focuses on employee benefits.
Look for those benefits, and communicate the purpose of the training in terms of the benefits participants will receive, not just the benefits the organization will receive. Keep in mind that you may have different communication strategies for employee and your customers. The reasons why some change may benefit customers will be different from the benefits to employee.
3. Be aware that employee can be offended by the notion that some manager or executive thinks they need a particular kind of training. This is because the presupposition is that employee need this training because they aren't good enough at something. Most people don't like to admit they aren't good at something! So, it becomes very important, especially when dealing with interpersonal skill development, or attitudinal development, to be vigilant and consistent in affirming the existing expertise while suggesting that "we can all get better".
4. In some situations it may be advisable for managers and executives to attend the same training sessions as employee, and as full participants, not observers. This sends and re-affirms the message that managers and executives recognize that they too can benefit from training on the relevant issues, and helps break down organizational barriers.
5. In some situations, training may be mandated for all employee members. There may be reasons why we might want ALL employees to participate, and sometimes there may be legal reasons why this is necessary (eg sexual harassment). However, when possible, present the training as optional. Allow employee to self-select. At the least, this will confirm your sense that the training is necessary or desired by some.
Conclusion
Setting up training properly, with needs assessments and proper marketing/framing is critical to avoiding the kind of situation cited earlier in this article. That is one reason why we in TPCL ASKS participants ahead of time what they need with respect to their area of development. Yes, the needs assessments guide us, but they also help employee buy-in to the process, and reduce the possibility that employee will be insulted by being asked to participate. We also counsel our management clients that attendance at such workshops should be voluntary, or marketed in terms of employee benefits, not corporate benefits.
The consequences of ignoring basic principles is that large amounts of money can be wasted on employee who feel insulted and demeaned, and resist the training. In addition, considerable embarrassment can occur, when employee take an active hand in resistance.
Cheers
George
The biggest block to progress is not ignorance--it is the illusion of knowledge- AWG
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