Training Will Fix It
Leader: “We need training. Our customers are complaining that it takes days to get a return call, if they get one at all. My team is not communicating with their stakeholders. Meetings are unproductive. Projects are not getting completed on time and there is a lack of focus. We need a training course.”
I cannot tell you how many times in my career I have heard this from business leaders. Leaders are quick to jump to training as a solution before they even know the problem. There is a belief that employee performance issues stem from a lack of skill or knowledge. The fact is, there are many reason why employees don’t perform and training is just one of them. I guarantee that employees know how to make phone calls. Taking a class on how to make a phone call is not going to change behavior because training is not the issue.
There are many reasons why employees don’t perform.
When employees lack either knowledge or skill, that is the only time Training is the best solution.
Training is often prematurely determined as a solution for performance issues, only to discover the issue still exists after the training is complete. This can be a very costly and disruptive course of action that does not change employee behavior or solve the performance problem.
Leader: “I don’t understand, we have invested in our employees. We have trained everyone on telephone etiquette and the importance of following up with customers, communication with stakeholders, and even provided project management training. Our customers are still complaining and projects still aren’t getting done on time.”
If training won’t fix it, then what will?
When your employees are not performing, it is important to evaluate the root cause of the performance issue. Consider each of the following components:
Capacity - do they have the mental / physical capacity to complete the task?
Standards - is there clarity around what the the task is, how it is to be completed, and when it is to be done? Are they aware that they will be evaluated against those standards?
Knowledge and Skill - do they have the skills needed to perform the task, know how to perform it, and why they are performing it?
Measurement - is their performance consistently being measured based on standards? Are measurements objective?
Feedback - is regular feedback provided on their performance measures against the standard? Is the feedback specific, timely, accurate, and given in a way that is accepted?
Conditions - is their work space organized efficiently? Do they have the time available to complete the task? Is the equipment needed to do the task available and operational? Are distractions minimized? Can the task be reasonably accomplished?
Incentive and Motivation - Does the benefit of doing the task outweigh the cost? Is the task viewed as worthwhile? Do they have the confidence and incentive for performing well? Is the incentive contingent on good performance (do they know the link)? Is there an unintended “reward for poor performance” or a “punishment for good performance”? Is task unpleasantness or stress within acceptable levels?
The only time training is a solution is if there is a lack of knowledge and / or skill. For everything else, training will not help and will possibly make things more frustrating for everyone. Make sure you take the time to thoroughly analyze performance problems before jumping to a solution. By doing so, you can save time and money.
Other Resources
Analyzing Performance Problems - Book
10 Reasons Your Employees Don’t Care - Article
