Assessments are the Key to Designing Training that Works

A team is made up of individuals…each with different backgrounds, different strengths, different weaknesses, and different motivators. Why, then, would you think that the same training or coaching approach would fit all?

When you decide to address shortfalls in your team’s performance, begin with a proven training needs assessment to determine individual skill and performance gaps. Then adjust your intervention to suit the individual’s unique situation, working style and needs. This is the key to unlocking individual potential so each team member can perform.

A recent client ran a customer service training program across the entire organization to improve customer loyalty, growth, and satisfaction. They did not assess participant skills, knowledge or attitudes before the course. While the overall program was well received, 68% of participants felt that the content and pace did not fit their specific needs. After conducting a few post mortem focus groups, we learned that the training did not meet the needs of two specific participant types.

1. Low Level Lisa, a customer service superstar, delights customers by handling low level requests with ease. The skills are all there but Lisa needs more of a challenge to stay engaged. Lisa would benefit from additional challenges, responsibilities, compensation and skills. It is time to promote Lisa and to provide the training and coaching required to effectively serve a higher level of customer problems and solutions. She wanted and needed more advanced skills from the training.
   
   
2. Problem Pat, the newest team member, has been well accepted by teammates and wants to do a good job. But he is unable to quickly and effectively complete customer calls to their satisfaction. Pat needs additional training and coaching on the basics of being a customer service professional, managing the customer interaction and enhancing the connection with the customer. The problem is not in motivation but in a lack of the skills needed to succeed. The training was above his head.
   

The next phase of the training was designed to better meet the needs of the diverse target audience – all of which could have been accomplished the first time around with a proper upfront training assessment.

Are you designing training that fits?

Learn more at: http://www.lsaglobal.com/training-needs-assessment/