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Training Accountability
Training & Organizational Development
Training Accountability
A forum for exchanging ideas about skills training, leadership training, management training, compliance training, e-learning, as well as organizational development and effectiveness.
Does anyone have a good method for following up with employees on their newly trained duties, in addition to sitting with them while they do them? Some of the areas I'm looking to develop some measura
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Forums » Topic Forums » Training & Organizational Development » Training Accountability
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Training Accountability
posted at 9/18/2000 3:39 AM EDT
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Posts: 5
First: 9/18/2000 Last: 9/21/2000 |
Does anyone have a good method for following up with employees on their newly trained duties, in addition to sitting with them while they do them? Some of the areas I'm looking to develop some measurable accountability processes are for unemployment responses, Mgr/EE consultation phone calls and overall good customer service. Any ideas would be appreciated! Thanks so much! |
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Training Accountability
posted at 9/20/2000 9:14 AM EDT
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Posts: 28
First: 7/5/2000 Last: 11/27/2000 |
Tracey,
I would suggest developing a weekly monitoring sheet that has exactly these tasks on it: Unemployment Responses, Mgr/EE consultation phone calls, etc. Ask for specifice: # requested/# completed/% accuracy, etc. The employee fills these out weekly (if you can attach an incentive for filling it out, you may get more consistency with turning them in) and tell employees you will be following up to verify that they actually completed these tasks. You would then randomly sample their work. Then, provide feedback to the employee: "Let's work on raising the ratio of unemployment responses to the actual number requested." "It sounds like you had a large number of consultation phone calls last week that didn't turn out very well. Let's talk about that and see how we can improve it." Weekly performance monitoring and feedback, along with setting goals (i.e. "improve accuracy from a baseline of 60% to an optimum of 90% over the next quarter") will help your employees see that you are serious about ensuring transfer of training. It will also give you an accurate measure of what's going on "on the floor" of your business, and it will help you identify performance problems and training opportunities. I hope this is what you're looking for. If you'd like more resources or a sample, let me know. Here are some good resources to get you started: p-management.com "Performance Management" by Aubrey Daniels "Performance Engineering" Peter Dean, Editor aubreydaniels.com Good luck! |
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Training Accountability
posted at 10/3/2000 8:59 AM EDT
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Posts: 1
First: 10/3/2000 Last: 10/3/2000 |
What I have seen in the past from managers:
1. Ask them do they feel the training they received was valuable to them. 2. Ask them what they got from the training and ask them to give you examples of how they can apply it to their job. Asking these two questions shows the employee that the manager is concerned for the employee and it also makes the employee accountable to find ways to use the newly acquired information. In my experience, I have seen that if asked what they think about the training they've received, they will give you candid, honest opinions. As far as customer service goes ask: 1. Do they feel that they are providing better service to their customers. 2. Allow customers to rate the service they receive. 3. I've asked my customers to tell my boss when they felt that I gave them exceptional service. |
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