Why Are We Always Behind?

The norm for training new employees is two weeks of intensive attention, followed by 'Ask if you have any questions.' People learn at different rates and in different ways. Frequently, the result is information overload - total confusion without the ability to even verbalize what's causing the confusion. The new employee is too embarrassed to admit that they didn't understand, or maybe they don't even know that they misunderstood. They start doing the job the way they think they were trained.

After any amount of time, it becomes even more difficult to admit a lack of understanding. In fact, as time goes on and nothing bad happens, they become convinced that they're doing their jobs correctly.

These comments generally bring vehement responses from trainers who insist people were properly trained and could've asked if they were confused. Think for a minute. Did you take golf lessons - formal or otherwise - and then find out that you had the wrong swing, stance, or grip? Were you trained? Did you have an opportunity to ask when you were confused? Or did you just do what you thought was right, only to find out later that it wasn't?

Consider allocating a 30-day period for training new employees. Assign one person as the primary trainer. Have the trainee handle all transactions of a single type, for example, all endorsements for auto, or all endorsements for homeowners. Give the trainee adequate time to learn a particular procedure or task. The trainer should also conduct periodic checks. Have the trainee walk them through a transaction to make sure they've grasped the information before going to something new.

To allow the trainer time to concentrate on training, reassign some of their work to other employees during this period. If the staff wants to grow, everyone has to participate in training.