making the case for sdi training and certification
TRANSCRIPT
Making the case for SDI training & certification
APMG International Webinar
Thursday 20 October 2016
Presenter: Jo Johns, Chief Examiner
SUPPORTING WEBINAR RECORDING AVAILABLE AT: WWW.APMG-INTERNATIONAL.COM/WEBINARS
What this session covers
• Managers who are reluctant to spend on training – the probable impact
• Managers who are willing to spend on training – the probable impact
• Some persuasive arguments - but not infallible
• It’s not just what you say – but how you say it
What is training?
‘Training’ – a definitionThe activity of learning or teaching the skills and knowledge needed for a particular job or activity. – Cambridge Dictionary
What is training?
• To do a job well we need to be shown how to do it correctly
• Training courses are a reward and statement of belief in the individuals
• Training courses can and should be a great motivator
Quick Quiz 1
Important questionsWhat training do my team need to enable the team to succeed?- Now?- Future?
What training will also contribute to their individual personal development?
Reluctant spenders
• What are the first things that get cut back when an organization is in the doldrums?– Recruitment– Training
Noooooo!
Reluctant spenders
The impact? No recruitment leads to staff shortages.Result? Greater work load for those that remain. This can lead to stress…. stress leads to sick leave… leads to more stress…
No training means that staff are not properly equipped to their job well ….. leads to stress …. leads to …. (see above)
Reluctant spendersGet caught out by the ‘use it or lose it’ principle:
‘I saved $12,000 on training this year.’
‘Great – you clearly don’t need it so we’ll give you $12K less on next years training budget.’
Fight for your training budget, manager!
Use your training budget, manager!
Sensible spenders
• Identify training needs for their team
• Identify training needs for the individuals
• Map training to business requirements – now and future
Sensible spenders• Listen to their staff
• Look for training that delivers what their team members need personally and professionally
Sensible spending – the key outcomes
• We feel recognised, appreciated, and rewarded
• We feel more motivated • We feel happier • We know how to perform our role properly• We work even harder – willingly
Quick Quiz 2
Some arguments for1. Training
- is a recognition and a reward - leads to happier, motivated staff 2. ‘All our staff hold SDI Qualifications’ - looks
great on the team or company CV/resume3. Well-trained staff = competent and
knowledgeable staff4. Strong focus on customer service and support
– all SDI products
Some arguments for5. Customers notice the positive impact of
training6. Excellent management content - SDM
and SDC7. SDI curriculae – ‘the practical application
of theory’8. Direction and clarity of purpose9. Value for money - slicker, smoother, more
professional service delivery and support
Remember…..
Training to the required level of expertise and knowledge for Analysts and Managers will
make your path to valuable SDI Certification SO much simpler.
It’s not just what you say…..
A demanding, strident, overly-
assertive approach will probably not
work.
…but how you say it
Factual, polite, enthusiastic
reasoning will get you further!
Want to know more?
The SDI Standards can be found here: http
://www.servicedeskinstitute.com/best-practice-standards/
Summary1. What happens when we are reluctant to
spend on training and education for our teams
2. What happens when we spend wisely and well on training and education for our teams
3. Sensible arguments for training and certification
4. Your approach to persuasion
Thank you
Thank you for your time today – it’s been a pleasure to talk to you.
If I can help further please do contact me:
