There are many reasons we train our teams. The onboarding activities of the businesses we work with focus on performing duties at a consistently high standard.
This provides for reliable work and of course to meet the myriad of compliance and OH&S training needed for the safety of staff, clients and the public.
Much of this training requires the adoption of systems in the performance of repetitive tasks. But the training is a system of itself and has a few key components that are needed for it to drive your business toward delivering excellence with consistency.
Keep training delivery simple
If we read the training literature we would now launch into a discussion on identifying needs, define objectives, program design…etc. This may be important for formalising your overall training plan, but it is equally important to focus on some things you can do every day to reinforce delivering training information and improve your training effectiveness.
Identify your repetitive activities that impact customer value
Take it as given we need to meet all the regulatory obligations we carry, but beyond that we want to be excellent at the activities our customers care about.
Identify these activities by reviewing customer feedback, asking customers and talking to our team. By doing this we can have a greater effect on improving the perception of excellence in our service delivery.
Establish procedures for excellence
For each activity you will want to very simply and clearly articulate how each should be completed and reported against. The simpler the better and a means to have the team confirm completion and compliance will reduce the risk of omissions of quality failures.
Reinforce training regularly
A challenge reported by managers in delivering training is the difficulty at getting the team together. This can lead to training during onboarding but challenges getting the team together readily.
Use of digital tools to communicate with the team at the start of shifts that focus on certain client or task needs can embed learnings and reinforce earlier training.
Provide frequent, smaller snippets of information
Avoid requiring big blocks of extended time for the whole team with snippets of information regularly. Numerous communications tools allow management to message staff with the latest techniques for improved quality of work and adhering to regulatory requirements.
Avoid training fatigue
Training does not need to be intensive and excess information delivered in one session. This can overwhelm the staff and lead to low recall. Capture training for each team member in a mobile workforce management system to help your staff have a ready reckoner for specific activities, clients and tools.
Monitor and provide feedback
Now you have repetitive, high value activities identified and have helped your staff with clear procedures on the ideal approach for each, you need a way to capture ongoing feedback.
Continued use of mobile workforce software to provide clear instructions to your team and capture feedback from your staff in the field will provide an ongoing training system.
This will provide an environment that consistently delivers work to an increasingly higher standard over time. Involving clients and staff in this process can only help you and build trust and transparency in the quality for you and the team.
Mark Jones is a director of www.GetFreshOps.com, an Australian-made, mobile workforce application and management portal built purely for cleaners by cleaners. Questions or feedback welcome to firstname.lastname@example.org.
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