The Manager's Role in Employee Training

Whether or not you're the person who actuallyto build on the knowledge and skills they already have.
conducts the training for your staff, as their manager,- Talk about training as an investment that the
your role in training is a crucial one. Your employees willcompany is making in the employees because the
take their lead from you when it comes to the partwork they do is so important.
training plays in the success of the team. It's essential- Avoid giving the impression that training is solely
for you to be a strong advocate and a vigorousremedial or corrective.
champion of training.- Give training a position of high priority when it comes
It's no wonder so many employees, in contact centersto scheduling. For example, don't keep postponing a
and elsewhere, dread training. It's often poorly plannedtraining session. Doing this sends the message that it's
and even more poorly executed. But training doesn'tnot important.
have to be dry and monotonous. In fact, effective- Praise and/or reward employees who make strong
training - whether it's centered around skills, productcontributions to the success of training sessions.
knowledge, or anything else-is active, informative, and- Let employees know that training provides a great
fun. Yes, fun!forum for them to learn helpful tips and techniques
How to Position Trainingfrom one another.
A lot of "the buzz" about training happens in the days- Remind employees that training provides a break
and weeks prior to the actual sessions. One of thefrom their often-stressful daily routine.
best ways you can show support for employee- Set a team goal for a specific metric (along with a
training (such as customer service training) is by givingteam reward for achieving that goal). Let employees
it some good P.R. Following are some tips forknow that the training is designed to help them meet
accomplishing this:their individual contribution to the team goal.
- Emphasize that employees will have an opportunity