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Making The Workplace A Learning Place

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Every day hundreds of training providers …

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Are running hundreds of training courses…

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For thousands of learners…

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… sitting in classrooms throughout the country…

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Not doing their jobs…

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Not serving customers…

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Being trained…

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SO…

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Why is there still a skills shortage?

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Why are managers still saying….

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We’ve sent them on training… but they still

can’t do it!

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It’s not the learners’ fault.

The truth is….

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Conventional training methods don’t

work….very well

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Removing groups of learners from the workplace

to receive instruction by content "experts" for one or two days does not achieve

lasting changes in behaviour.

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How else?

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Workplace as learning place

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Don’t assume role of content expert

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Draw on existing knowledge and practical experience of

what really works

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Supplement with additional information and advice

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Break content into bite-size chunks

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Make it Fun

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Create energy and excitement

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Allow time to practice

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And reflect

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Link to performance metrics

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How?

All at the work place

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www.lbd.co.za/

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A competition to find out who could have made the sale

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Before: Alignment with strategic objectives and targets

Agree expectations and measures

Create customer scenario

During:

Create Teams

Customer service investigations

Teams present results

Rewards and recognition

After:

Who made the sale?

Evaluate

Overview

Award prizes

Did we meet expectations?

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Example of Customer Service Investigations

Who made the sale!

CSI 1:

Who understood the customer’s needs?

CSI 2:

Who made the customer feel most at ease?

CSI 3:

Who was there when the customer needed help?

CSI 4:

Who fixed things when the customer wasn’t happy?

CSI 5:

Who worked as a team to get the customer’s business?

Evidence gathering activities to determine…

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Timetable of Activities

• Planning meeting 30mins• Workplace activities 45 mins /day• Feedback meeting 1hr 30 mins• Plus preparation for group activities

• Total for typical investigation = 8hrs

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Planning and Feedback Meetings

Feedback MeetingsWhy: Teams present results of investigationsWhen: Held every other ThursdayWho for: All team members; managersHow long: 1hr 30minsWhat happens?: see agenda

Planning MeetingsWhy: Plan activities for next investigationWhen: held every other FridayWho for: Whole teamHow long: Strictly 30minsWhat happens?: see agenda

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Draw on existing knowledge

• Email surveys and games, e.g., what’s the best way to show respect to customers?

• Score results• Post best suggestions• Recognition in the Hall of Fame

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Provide Additional Input

Thirty ways to show respect to customers

How To Remember Names and Faces

When Customers Criticise…

Five ways to satisfy an Angry Customer

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Evaluation

Pre-course evaluation

Form

Course Evaluation

Form

Practical Application

Post-course

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Recognition & Reward

• Prizes• Best individuals• Best Team• Best Branch