Situation 1: If an employee is responsible for handling 40 clients of a company. However, whenever a client approaches him with queries or complaints, he runs to his manager for solutions. If the manager asks relevant questions about the issue, the employee goes back to his desk to check the details and returns to the manager with a specific answer. He lacks the skill to address clients' queries independently and is unable to have all the necessary information ready before presenting the query or complaint to the manager.
Situation 2: There is a team of 15 employees from different departments. Their manager wants them to understand the importance of providing correct data to their managers without the need for follow-up questions from the manager.
What training can be arranged or designed for the above two situations?
From India, Mumbai
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Situation 2: There is a team of 15 employees from different departments. Their manager wants them to understand the importance of providing correct data to their managers without the need for follow-up questions from the manager.
What training can be arranged or designed for the above two situations?
From India, Mumbai
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Dear member,
Situation-wise replies are given below:
Situation 1: In this case, the employee lacks technical skills. However, before imparting the technical skills, please find out whether the systems and processes of his section/department are well-documented or not. If not, then first prepare the process manual. Conduct the training on the execution of the processes.
Partially, it could be a recruitment problem too. What if the employee has low IQ? In that case, even if you conduct the training, it may not yield promising returns. Just because a process manual is not provided does not mean that employees start fumbling at other places. He could have devised his own manual. Therefore, the first thing you need to do is to take an IQ test of this person. Secondly, take a lesson from this instance and include IQ tests in your recruitment process.
Situation 2: In this case, there is a cross-functional team, and the manager wants the data provided by the team members to be authentic. If there is a mismatch in what the manager had asked and what information was provided, then it is a communication problem. To avoid confusion, managers need training on principles of communication and barriers in communication. Please do not include training on topics like tone, tonality, body language, etc., in this training.
As an immediate measure, the manager may start providing a format in which he wants the information. I say so because when a senior seeks information from a junior, the senior is also responsible for providing the report format. Many times seniors just ask for information without providing the format. When the juniors submit the information, they start expressing their displeasure for the exclusion of a few points.
By the way, seeking information from juniors is old hat. Why do you not devise software whereby managers get updated information at the click of the mouse?
Thanks,
Dinesh Divekar
From India, Bangalore
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8219Situation-wise replies are given below:
Situation 1: In this case, the employee lacks technical skills. However, before imparting the technical skills, please find out whether the systems and processes of his section/department are well-documented or not. If not, then first prepare the process manual. Conduct the training on the execution of the processes.
Partially, it could be a recruitment problem too. What if the employee has low IQ? In that case, even if you conduct the training, it may not yield promising returns. Just because a process manual is not provided does not mean that employees start fumbling at other places. He could have devised his own manual. Therefore, the first thing you need to do is to take an IQ test of this person. Secondly, take a lesson from this instance and include IQ tests in your recruitment process.
Situation 2: In this case, there is a cross-functional team, and the manager wants the data provided by the team members to be authentic. If there is a mismatch in what the manager had asked and what information was provided, then it is a communication problem. To avoid confusion, managers need training on principles of communication and barriers in communication. Please do not include training on topics like tone, tonality, body language, etc., in this training.
As an immediate measure, the manager may start providing a format in which he wants the information. I say so because when a senior seeks information from a junior, the senior is also responsible for providing the report format. Many times seniors just ask for information without providing the format. When the juniors submit the information, they start expressing their displeasure for the exclusion of a few points.
By the way, seeking information from juniors is old hat. Why do you not devise software whereby managers get updated information at the click of the mouse?
Thanks,
Dinesh Divekar
From India, Bangalore
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Both situations speak of improper recruitment and inadequate training. Special training to update employees on procedures and processes is necessary. Otherwise, the manager will receive inadequate and inaccurate data. Additionally, the manager will spend more time supervising routine work of employees. Therefore, a review of the whole process and working will be needed.
From India, Pune
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From India, Pune
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Dear Mr. Distraught,
Something was initially very wrong with the recruitment. Coming to the scenario - it underlines the need for clear, complete, and comprehensive flow of timely information (communication). The back-up to the process must come from clearly stated and designed SOPs, including the line and staff roles that must provide answers to the client's queries/issues. At the responding end, the environment must be real, right, and responsible. There really is no quick fix, but talking of training, it must be designed to help develop soft skills, people's skills, technical skills coupled with IQ and EQ.
In the short term, there may be some staff shuffles, and services of corporate consultants may be hired; but for the long term and sustained needs of responses, they must come through a comprehensive, tailor-designed training program. This would be one of the best investments that the company could make.
There is always a solution, smile.
Arif ur Rehman
From Pakistan, Karachi
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Something was initially very wrong with the recruitment. Coming to the scenario - it underlines the need for clear, complete, and comprehensive flow of timely information (communication). The back-up to the process must come from clearly stated and designed SOPs, including the line and staff roles that must provide answers to the client's queries/issues. At the responding end, the environment must be real, right, and responsible. There really is no quick fix, but talking of training, it must be designed to help develop soft skills, people's skills, technical skills coupled with IQ and EQ.
In the short term, there may be some staff shuffles, and services of corporate consultants may be hired; but for the long term and sustained needs of responses, they must come through a comprehensive, tailor-designed training program. This would be one of the best investments that the company could make.
There is always a solution, smile.
Arif ur Rehman
From Pakistan, Karachi
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Recruitment, induction training, on-the-job training, cross-functional training, and performance assessment are a few guidelines that need to be established. And of course, for all of the above, the company should have a training policy and dedicated trainers for handling this department. Our experts here have provided valuable information on training.
Please ensure that from hiring to exit, a company must have a well-defined, clear policy and guidelines for successful employee onboarding and organizational growth.
From India, Vadodara
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Please ensure that from hiring to exit, a company must have a well-defined, clear policy and guidelines for successful employee onboarding and organizational growth.
From India, Vadodara
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Dear Colleague,
In the first situation, it appears that the person lacks basic knowledge/skills of the job as seen from his running up and down from client to manager for resolving problems or giving data. The person also appears to be disorganized and confused. This reflects on the poor selection process which needs to be revamped. Instead of introducing IQ tests, I suggest a practical test for performing representative tasks or a questionnaire test based on practical day-to-day problems by the incumbent would greatly help in hiring decisions provided the task/questionnaire test is well-designed. In my view, you have selected a misfit and training him will take much longer unless he demonstrates good ability to learn faster.
In the second situation, it relates to cross-functional team working. I share the same view that the data needed by the Manager should be in the specified format to obtain uniform information and also to avoid likely different individual interpretations. The Manager can hold a training session in which he can explain the need and purpose of this data, and how their individual contribution in giving accurate data is valuable in making some critical decisions.
Regards,
Vinayak Nagarkar
HR Consultant
From India, Mumbai
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In the first situation, it appears that the person lacks basic knowledge/skills of the job as seen from his running up and down from client to manager for resolving problems or giving data. The person also appears to be disorganized and confused. This reflects on the poor selection process which needs to be revamped. Instead of introducing IQ tests, I suggest a practical test for performing representative tasks or a questionnaire test based on practical day-to-day problems by the incumbent would greatly help in hiring decisions provided the task/questionnaire test is well-designed. In my view, you have selected a misfit and training him will take much longer unless he demonstrates good ability to learn faster.
In the second situation, it relates to cross-functional team working. I share the same view that the data needed by the Manager should be in the specified format to obtain uniform information and also to avoid likely different individual interpretations. The Manager can hold a training session in which he can explain the need and purpose of this data, and how their individual contribution in giving accurate data is valuable in making some critical decisions.
Regards,
Vinayak Nagarkar
HR Consultant
From India, Mumbai
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