In a previous blog, we discussed why everyone in your organization needs training. Training provides recipients with valuable knowledge and skills that support them in their daily roles and beyond. However, each group of employees has different needs. Customized training programs for the different levels of employees are the best way to achieve optimal results. Here are our recommendations on the types of training programs best suited for each group of employees.
1) New Hires: All new hires must be provided an engaging and effective orientation (i.e., first 1-2 days on the job), as well as a comprehensive onboarding (first 30-90 days on the job). Orientation should be directed at not only providing essential information for new employees, but also at connecting employees to the company and the brand. We recommend making orientation interactive with games, activities, and discussions to increase participant engagement. Orientation plays a vital role in ensuring employees are set up for success and excited for their new job. Following orientation, each employee should be provided with a detailed onboarding plan that includes a combination of training and coaching throughout their first 30 to 90 days on the job. Training should be a combination of formal (i.e., classroom and e-learning) and informal (i.e., shadowing other employees and coaching from their manager). All too often, new hires are thrown into their new roles without the proper support leading to frustration and turnover.
2) Front Line Employees: Front line employees have frequent and direct interactions with a company’s customers. As such, this group of employees should be supported with proper service training aimed at ensuring that they can deliver on the service expectations from the company and from customers. Service training includes topics such as how to greet and connect with customers, how to deal with upset customers, and how to work as a team to ensure optimal service. Sales training is also a useful training program for supporting employees in their ability to build relationships with customers and increase sales. Sales training includes topics such as how to understand the customer’s needs, how to present options in a way that is valuable to customers, and how to create an effective follow up communication plan with customers.
3) Supervisors and Managers: Leadership is about inspiring people to want to do what you need them to do. Yet, all too often, employees are promoted to a leadership position and not provided with the right support. A comprehensive leadership training program should include training on personal leadership (i.e., self-awareness, self-management, and relationship management), people leadership (i.e., building an effective team culture), change leadership (i.e., how to successfully lead change), and results-based leadership (i.e., how to set and achieve desired objectives).
4) Executives: Those leading the organization can also benefit from training programs and coaching. Intensive workshops and retreats provide executives an opportunity to work on their problem-solving skills, their ability to generate new ideas for their organization, and their overall communication and leadership skills. A one-on-one coaching programing is particularly effective for executives as this provides an opportunity to work through individual challenges or situations with the guidance of a well-trained coach. Coaching can help executives realign their priorities, align their team, develop new strategies, and work through change.
At SGEi, we provide a variety of training programs aimed at supporting the different groups of employees in organizations. We offer training programs, coaching, and communication tools to help set up frontline employees, supervisors, managers, and executives for success. Connect with us to learn how we can help support your employees at all levels.