Training Tip By Chris Crew
Building and Implementing a Training Plan for Your Team
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want to put a dispatcher in the same training as an outbound caller, a salesperson with a tech- nician, or a technician with an installer. The reason? While some por- tions of the topic might be relevant to both, the rest generally isn’t. The result will be team mem- bers tuning out when it does not apply to them and never tuning back
ne of the biggest traps we face when building and implement- ing a training plan is to subcon- sciously overlook the basics. Why?
Because they’re just so obvious. Our brains love to focus on the challenging aspects of a strategy, and as a result, the details are often afterthoughts. Trust me, I’ve seen way too many otherwise savvy companies tank their trainings because they were fix- ated on content and just expect the rest to fall into place. It rarely does. To help you structure the founda-
tional aspects of your training, here is a brief checklist:
Identify the Skill Gaps
Before creating a trаіnіng program, уоu should first determine what the skill gaps are within each department. What are their current strengths and weaknesses? What do уоu hope thе trаіnіng will pro- vide? What will be the next step for those who embrace the opportunity to skill up? This analysis will help you determine what type of training should be imple- mented and for whom.
Identify Your Audience
Though it may seem like a time saver to lump overlapping departments together into one training, that mistake can actu- ally cost you more time (and probably some revenue) down the road. You don’t
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in when it does. Save yourself the effort of having to retrain down the road by focus- ing on one group at a time. Bonus: It will also make each department feel valued when the attention is just on them.
Identify Your Modality
There are multiple ways to deliver a train- ing, and you can conduct your training to appeal to the various types of learners. Auditory learners absorb more by listen- ing, kinesthetic learners respond best by doing, and visual learners are most engaged when information is presented in a visual format. Since you are likely to have team members from all of these categories, make sure that your presen- tation includes a clear and concise verbal presentation backed up by a PowerPoint and/or infographics and followed by a workshop or demo segment. Covering all your bases will help ensure that your message gets through.
Identify the Frequency
Will this be an ongoing training, a train- ing series, or a one-off? Really evaluating the frequency with which your trainings occur is key to its successful planning and implementation. Too often, companies make the mistake of trying to achieve too many goals in one sitting. By knowing how to space out each aspect of what you want them to learn, you can better strat-
egize your structure and keep them from being blocked by a sense of overwhelm. Let me also add that many companies
abandon training plans when it gets busy. I can’t stress enough how important it is to be consistent. A training plan is not just for the slow times. If training during slow times is the only thing that takes place, what you’re saying to your team is train- ing is not really that important. A true commitment to training is a 365-
day approach. If that sounds like a lot, just take a look at what training will do for you. You are providing better customer service to your customers. You’re creat- ing a raving fan of a team member who is gaining a sense of pride (along with the revenue impact that goes with it). And the bonus for you? The manager’s job is a lot easier and less stressful when you have fully trained team members. One final thought — don’t forget to
reward your team for their hard work! Acknowledging the efforts of your team after a successful training session can help keep them motivated and inter- ested in furthering their development. It’s also important to make sure that everyone is given an opportunity to pro- vide feedback on the training sessions so that any issues can be addressed and resolved. With these steps in place, you’ll be prepared to build and implement an effective training program for your team. Happy training!
After selling his successful, multi- locational electrical business, Chris dedicated himself to training and coaching those in the plumbing, electrical, and HVAC trades. As president of The Blue Collar Success Group, Chris continues to share his knowledge and passion for accelerating the path of success for home service companies. You can reach Chris at
thebluecollarsuccessgroup.com.
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