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Justin Kean

Workforce Training Authority

Defining Outcomes before Training

I find that the hardest part of connecting training to measurable business outcomes is identifying the measurable business outcomes. This means the hardest work takes place before training is even created, discussing the training needs and goals. We first want to weed out anything will not be solved by training, such as a system issue or a manager accountability solution. Next, we want to clearly define what the trainee should be doing differently once the training is complete. The behavior change of the trainee is the business outcome, sell more of a product, deliver better customer service, complete a task in less time, reduce waste. These are all business outcomes that the business is usually measuring already. Most of the time when a training initiative is not well connected with a measurable business outcome, it is because the outcome was not identified clearly in the training request.

Bringing Job Tasks into Training

The most effective workplace training mimics the tasks of the job. An effective training program uses real-world scenarios, case studies, role plays, simulations and hands-on activities to build familiarity with the role and provide opportunity to practice in a safe environment. Let’s say you are training sales staff on a new product. An ineffective training approach would be to give a short presentation on the details of the product. Information is presented, but it is difficult to translate that information into daily performance. A more effective approach would incorporate hands-on activities. If the product is tangible, you could give the sales staff a chance to examine and practice using the product to see the features for themselves. You could also run role plays to give them opportunities to practice selling to a potential client. If the sale needs to be entered a specific way in a point-of-sale system, you could also provide a simulation of entering the product sale into a mock point of sale environment. Additionally, practical training will usually require on-demand resources accessible to the learners. Effective training anticipates the real-world challenges that the learners will face on the job and provides them easy access to answers and support that meet their needs. To support daily performance, the resources need to match the needs, such as a short video or a job aid to demonstrate a task or an FAQ to answer common questions.

“Effective training anticipates the real-world challenges that the learners will face on the job and provides them easy access to answers and support that meet their needs.”

Designing Training around Business Needs

I think the primary factor that will determine the strength of the partnership between training and business leaders is how well training understands the needs of the business leaders. I have found better success converting an employee within a business unit into an effective trainer than hiring an outside trainer and teaching them the business needs. Both can be effective, but the quickest way I have found to build and strengthen a partnership with a business leader is to demonstrate my understanding of their needs and challenges. If I understand the existing roles well and what behavior change is necessary, I can design a training approach that delivers the appropriate change. As already noted, this is critical to training success but business leaders do not always know how to identify the needed change effectively. If I understand the business needs well, I can ask the right questions to guide the business leaders through this process and create a training that delivers the right measurable results.

Using AI Call Simulations to Improve Agent Readiness

AI is an easy answer here, especially in the ability to quickly create, monitor and evaluate hands-on activities. In our call centers we have been reviewing and evaluating service providers that can provide realistic AI-generated phone calls to our agents and evaluate their performance based on our own metrics. This allows agents to get many more opportunities to practice phone calls with customers and see where they need to improve. The feedback is also much more consistent, since we set the parameters, than is the case with role plays completed and scored by other class participants. This kind of AI solution speeds ramp-up time and creates better-prepared and more confident agents.

Building Training Skills through On-the-Job Coaching

Get training and coaching practice in your current role, if possible. This gives you valuable experience and gives you a chance to see if training is something you actually enjoy. If new members join your team, see if there is an opportunity to mentor or coach them as they get started. If there is a new procedure, see if there is an opportunity to train the team on it. Your most likely training opportunity will be in training in the job you currently do, so any experience coaching and mentoring will translate well.