Click here to close now.

SYS-CON MEDIA Authors: Liz McMillan, AppDynamics Blog, David Sprott, tru welu, Blue Box Blog

News Feed Item

Customer Service Keynote Speaker John Tschohl Asks "Do You Make These 10 Employee Training Mistakes?"

MINNEAPOLIS, Jan. 21, 2014 /PRNewswire/ -- Most of the money and time companies spend on training is wasted. That's because the majority of companies use outdated training ideas and boring training methods, according to John Tschohl, president of Service Quality Institute.

"Training that is poorly presented goes in one ear and out the other. It's no wonder employees don't change their attitudes or behaviors after they attend a badly presented training session," said Tschohl, described by Time and Entrepreneur magazines as a customer service guru and service strategist. He presents strategic keynote speeches on customer service topics to companies worldwide. 

After working in the training field for more than 40 years on six continents, I've seen 10 reasons why group training fails," said Tschohl, author of "Achieving Excellence Through Customer Service."

1. Large groups: You can't have a good group discussion if 100 people are in the room. Try to limit training sessions to 15 people so everyone has a chance to participate. If the group size is larger, most employees will not participate and hence will not change their behaviors or learn new skills.

2. A small number of people dominate the conversation: It's natural in groups for three people to speak up while everyone else stays silent. Facilitators must call on everyone in the room to participate. If people don't talk, they won't buy into the training goals.

3. Stupid games: People don't like role-playing games. Games and exercises have to do with something that builds success as a team. People need to be actively involved in the exercise.

4. Complicated training materials: If the material is not easily understood, it will not be implemented. Make sure the information is easily comprehended. Test the material on several small groups. Make adjustments and then roll out the final version to the entire organization.

5. Facilitator dominated: Facilitators should be seen and seldom heard. They should steer the conversation, but they should not dominate the discussion. They should ask leading questions of the participants and make sure everyone talks at some time. The facilitator is a juggler. He/she needs to keep the conversation going. The more discussion there is, the more likely attitudes and behaviors will improve.

6. Lectures: Remember how you fell asleep when boring professors spoke in college? Your employees are no different. Lectures are not an effective way to get people to change their attitudes and beliefs.

7. Irrelevant Information: If the material is not relevant to their jobs, people will not accept the information. They want ideas they can use immediately.

8. Bad physical environment: Learning can't take place if people are not comfortable. Invest in a room that looks pleasant and professional. It sounds basic, but make sure the room is well heated or cooled and has comfortable seats. Offer refreshments. Add audio and video presentation equipment. Make sure there aren't any outside distractions, such as noise.

9. Repeating the same training programs and materials: A child can watch the same program 50 times, but an adult can't watch the same training materials twice. Companies need to bring in new trainers who have new information and different teaching styles. Companies should also invest in new training materials to spice things up.

10. Not taking today's young people's learning styles into mind: The vast majority of workers are young people. They learn differently than previous generations and they get bored easily. Look at the games they play on their phones. They want to be entertained. If the training isn't entertaining, you lose the participation.

"Training costs a lot of money and takes a lot of time. Labor time is your single biggest cost. If participants aren't listening, then you've wasted all your money. If you do it right, then training is a wise investment. If you make mistakes, it will hurt the company and the employees," he said.

To see other training programs, go to http://www.customer-service.com  

To hire John Tschohl to present keynote speeches on employee training, go to www.JohnTschohl.com

About John Tschohl

John Tschohl, internationally recognized service strategist, is founder and president of the Service Quality Institute in Minneapolis, Minnesota.

Dynamic, hard-hitting, and inspirational, Tschohl has been featured on ABC, CNBC, and PBS and in articles in newspapers and magazines in almost every corner of the world. He creates an emotional buy-in, using measurable data that CEOs respond to and that results in improved productivity and customer service.

About Service Quality Institute

Service Quality Institute is the global leader in helping organizations attract and keep customers, build market share, improve the performance of the entire workforce, and create a culture of delivering superior customer service.

For information, go to http://www.customer-service.com

Read more news from Service Quality Institute.

 

SOURCE Service Quality Institute

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
"People are a lot more knowledgeable about APIs now. There are two types of people who work with APIs - IT people who want to use APIs for something internal and the product managers who want to do something outside APIs for people to connect to them," explained Roberto Medrano, Executive Vice President at SOA Software, in this SYS-CON.tv interview at Cloud Expo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
SYS-CON Events announced today that O'Reilly Media has been named “Media Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9–11, 2015, at the Javits Center in New York City, NY. O'Reilly Media spreads the knowledge of innovators through its books, online services, magazines, and conferences. Since 1978, O'Reilly Media has been a chronicler and catalyst of cutting-edge development, homing in on the technology trends that really matter and spurring their adoption...
WebRTC defines no default signaling protocol, causing fragmentation between WebRTC silos. SIP and XMPP provide possibilities, but come with considerable complexity and are not designed for use in a web environment. In his session at @ThingsExpo, Matthew Hodgson, technical co-founder of the Matrix.org, discussed how Matrix is a new non-profit Open Source Project that defines both a new HTTP-based standard for VoIP & IM signaling and provides reference implementations.
There will be 150 billion connected devices by 2020. New digital businesses have already disrupted value chains across every industry. APIs are at the center of the digital business. You need to understand what assets you have that can be exposed digitally, what their digital value chain is, and how to create an effective business model around that value chain to compete in this economy. No enterprise can be complacent and not engage in the digital economy. Learn how to be the disruptor and not ...
2015 predictions circa 1970: houses anticipate our needs and adapt, city infrastructure is citizen and situation aware, office buildings identify and preprocess you. Today smart buildings have no such collective conscience, no shared set of fundamental services to identify, predict and synchronize around us. LiveSpace and M2Mi are changing that. LiveSpace Smart Environment devices deliver over the M2Mi IoT Platform real time presence, awareness and intent analytics as a service to local connecte...
The 5th International DevOps Summit, co-located with 17th International Cloud Expo – being held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA – announces that its Call for Papers is open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the...
Thanks to widespread Internet adoption and more than 10 billion connected devices around the world, companies became more excited than ever about the Internet of Things in 2014. Add in the hype around Google Glass and the Nest Thermostat, and nearly every business, including those from traditionally low-tech industries, wanted in. But despite the buzz, some very real business questions emerged – mainly, not if a device can be connected, or even when, but why? Why does connecting to the cloud cre...
An effective way of thinking in Big Data is composed of a methodical framework for dealing with the predicted shortage of 50-60% of the qualified Big Data resources in the U.S. This holistic model comprises the scientific and engineering steps that are involved in accelerating Big Data solutions: problem, diagnosis, facts, analysis, hypothesis, solution, prototype and implementation. In his session at Big Data Expo®, Tony Shan focused on the concept, importance, and considerations for each of t...
Almost everyone sees the potential of Internet of Things but how can businesses truly unlock that potential. The key will be in the ability to discover business insight in the midst of an ocean of Big Data generated from billions of embedded devices via Systems of Discover. Businesses will also need to ensure that they can sustain that insight by leveraging the cloud for global reach, scale and elasticity.
The web app is Agile. The REST API is Agile. The testing and planning are Agile. But alas, Data infrastructures certainly are not. Once an application matures, changing the shape or indexing scheme of data often forces at best a top down planning exercise and at worst includes schema changes which force downtime. The time has come for a new approach that fundamentally advances the agility of distributed data infrastructures. Come learn about a new solution to the problems faced by software orga...
Imagine a world where targeting, attribution, and analytics are just as intrinsic to the physical world as they currently are to display advertising. Advances in technologies and changes in consumer behavior have opened the door to a whole new category of personalized marketing experience based on direct interactions with products. The products themselves now have a voice. What will they say? Who will control it? And what does it take for brands to win in this new world? In his session at @Thi...
Docker is becoming very popular--we are seeing every major private and public cloud vendor racing to adopt it. It promises portability and interoperability, and is quickly becoming the currency of the Cloud. In his session at DevOps Summit, Bart Copeland, CEO of ActiveState, discussed why Docker is so important to the future of the cloud, but will also take a step back and show that Docker is actually only one piece of the puzzle. Copeland will outline the bigger picture of where Docker fits a...
SYS-CON Media named Andi Mann editor of DevOps Journal. DevOps Journal is focused on this critical enterprise IT topic in the world of cloud computing. DevOps Journal brings valuable information to DevOps professionals who are transforming the way enterprise IT is done. Andi Mann, Vice President, Strategic Solutions, at CA Technologies, is an accomplished digital business executive with extensive global expertise as a strategist, technologist, innovator, marketer, communicator, and thought lea...
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo in Silicon Valley. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading in...
If cloud computing benefits are so clear, why have so few enterprises migrated their mission-critical apps? The answer is often inertia and FUD. No one ever got fired for not moving to the cloud - not yet. In his session at 15th Cloud Expo, Michael Hoch, SVP, Cloud Advisory Service at Virtustream, discussed the six key steps to justify and execute your MCA cloud migration.