Effective Learning: Training Employees Properly

4/30/2013 by CompleteMarkets Editor

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EFFECTIVE LEARNING: TRAINING EMPLOYEES PROPERLY

Agency managers and staff are bombarded with promotional pieces about seminars, continuing education courses, and training sessions. Rather than thinking in terms of passively being trained, however, focus on committing yourself to effective learning.

Linda Kemp, Franchise Training Designs, Minneapolis, Minnesota, recently wrote in the company newsletter Franchise Training Forum, 'Training Alone Is Not The Answer!' Below is an excerpt of what Linda wrote for managers and business owners:

Training will not:

solve every problem
correct poor performance
increase sales by itself

Training is not:

something to send employees to as a reward
an expense - it's an investment

Training will:

improve an employee's ability to sell or be more productive
change behavior if there are consequences for changing that behavior after training
teach new skills if the employee didn't already possess the skills. (If he or she already has the needed skills, a training program will probably not contribute to the goal of changing behavior.)

Linda's comments about effective training emphasize the fact that you, the learner, are the most critical component of effective training. No amount of assessing, planning, designing, or delivering training will make a positive impact on business without you.

HERE'S WHAT TO DO

First, realize that the organization and people you work for are interested in making an investment in you through training. Management wants you to improve your ability to sell (even if it's only selling yourself) or to be more productive without having to constantly remind you to do so. If management doesn't reinforce new behaviors after training takes place, reinforce your own newfound skills and reward yourself (and co-workers).

Take an active interest in the training available to you by identifying priorities for learning as they pertain to the agency's goals for growth. If you already possess the skills necessary for certain accomplishments, offer to be a teacher.

Attached, you'll find a form called 'Training and Education Survey' along with two 'Procedural Checklists' (one for Personal Lines and the other for Commercial Lines). Make copies of the appropriate forms, and spend time completing them honestly.

The 'Education Survey' addresses general areas of knowledge, while the checklists pinpoint specific customer- service skills. For the procedural checklists, fill in the blanks across the top of the forms prior to completing them. In the far left block, type in the name of your most active company. In the second block from the left, type in your second-most-active company's name. In the third, the third- most- active, and so on.

Then, using the key across the bottom of the form, check only the boxes marking the areas in which you feel completely competent, comfortable, knowledgeable, and adept at completing the identified task. When this is done, make an appointment with your manager to discuss your learning goals and objectives.

These forms are part of a training-needs assessment and are meant to provide you with a foundation for your learning investment.

TRAINING AND EDUCATION SURVEY

We're going to establish a formal plan for our continuing success through an ongoing educational program. To form a better understanding of your personal professional development, we need to properly evaluate your needs. Please take a few minutes to answer the following and return it to me by ________.

Academic education: (Please include your high school, college and/or trade school names, number of years attended, and general course of study.)
Agency-related positions: (Please show position titles and basic job duties you've held here and in previous jobs.)
Technical studies: (Include business and/or clerical courses, insurance schools, and seminars, etc. Please include where and when you studied.)
Employment interests: (What jobs look challenging and/or intriguing to you?)
Career plans: (Where do you see yourself five years from now? In 10 years?)
How is your role critical to the success of this agency?
Why is excellent customer service a must for you on all client contacts?
Do you have a good working knowledge of all products our agency offers? (See coverage checklists.)
Why should you treat call-in clients the same as those who come in?
Why are you proud of your work and of our agency?
Are you as comfortable servicing VIP accounts as you are regular clients? (Why or why not?)
Do you thoroughly understand the extent of your authority with clients? (Why or why not?)
Why (or why aren't) you comfortable with your authority?
How many clients are satisfied with your problem-solving abilities?
How do you survey your clients for product/service satisfaction?

TRAINING NEEDS

Employee ______________________________________________

Date __________________________________________________

Do you have a good thorough knowledge of our agency's:

COMPANIES (List them.) [ ] YES [ ] NO

COMMENTS:

New Business
Underwrite
Rate
Present
Bill
Bind
Submit
Process

Renew
Review
Underwrite
Rate
Present
Bill
Bind
Submit
Process

Endorse
Review
Underwrite
Rate
Present
Bill
Bind
Submit
Process

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