Still Re-Training Your Employees? Is It A People Problem Or A Training Problem?

“Nothing will work unless you do” – John Wooden

So you trained this person at least six times on how to complete this report and it’s still not the way you want it? I didn’t say this out loud as I was really trying to listen to the issues one of the manager was having with her team. Apparently, she feels that she spends most of her time re-training people on things they should already know. I’ve heard these comments from managers before though. There is re-training on how to make proper phone calls, servicing customers, updating systems or using technology.

Throughout my career I had the opportunity to develop training programs, develop staff members and work on professional development with different groups. Currently, as part of the Leadership Build group, I have the blessing to lead corporate trainings for different companies in multiple industries and I hear the same comments from different managers from different organizations working in different industries. After hearing out the managers I typically ask this question: do you think this is a people problem or a training problem? Can you guess what the typical response is?

Most managers believe they did all they could to train a person or a group of people properly. They claim that they already “told” their team multiple times how to do it. Some might even claim that they specifically “showed” the group how to do something. However, many times, the problem isn’t the group being trained. How do I know this? I was one of those managers. Before giving any consultation, I always dig deeper to find out the root cause of this particular issue.

How Effective Is The Trainer?

Most managers are not trainers. Most managers are also not teachers. Most managers have never been taught how to train or how to teach. This doesn’t mean that there might be some managers that successfully train their team or lead their team, but it is very difficult to find a manager that can manage multiple tasks, lead a group of people, train them, coach them, meet all targets, be empathetic, meet all deadlines and think outside the box to improve a process. We are asking for a lot in managers.

Most of the companies I have worked with do not have a process to effectively evaluate the trainer. Most managers or trainers are left to figure out how to train their employees. Therefore, most managers might put a few powerpoint slides together, or decide to just stand in front of a room and talk. Talking is not training. An effective trainer facilitates the entire process, checking for understanding and has specific goals to achieve during the training. Did the trainer communicate well? Did the trainer show, taught, explained or discussed the content of the training? Was the trainer prepared? Did the trainer give specific examples? Many times, we don’t ask these questions to really understand how effective our trainers might be.

How Effective Is The Training Program?

Similarly, most internal training programs are not evaluated. Many companies do their own training and cross their fingers afterwards, expecting employees to perform per expectations. This might work in certain instances, but many companies I have consulted with struggle as their company grows. The tiny training given at the early stage of the company’s lifespan might have worked, but as the company and industry grow or change, the training requires more structure, standardization and quality. Recycling trainings year after year might not work at this point. These were three characteristics not thought of during the early stages of the company’s training.

Therefore, it is important to ask the efficacy of the training program. Notice that I included “program” after the word training. Most sports teams and successful corporations have a training academy or training program. Training is not a one-time thing. Is there follow up after the training? Was the training adaptive? Was there a reason the training was done in-person as opposed to online? Are we seeing results immediately following the training? Was everyone trained? Are there any learning gaps that might need to filled?

In the end, if you can positively answer all my questions throughout this article regarding your training and you know your trainer and the training program is effective (since you have seen positive results in the majority of the people trained), then maybe we can look at the people problem. Just remember: a heavy focus on developing your people will pay off.

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