COVER STORY I R ohit, the trainer, entered the conference room looking pensive, pondering who his new bunch of trainees would be. He had been engaged by the client company to conduct a two-day workshop on team-building skills. The conference room was equipped with every possible hi- tech training inventory to assist him. The decision to conduct the session came as a result of the company's employee satisfaction scores which clearly indicated lack of team bonding. Hence, the company hoped that this measure would help to bring some kind of a radical change in the next year's Employee Satisfaction Index. As Rohit stepped in, a class full of curious looking I BY SANNITA CHAKRABORTY SAHA Ten Commandments of Training While training occupies a top spot in the HR agenda for most organizations, ironically, its impact on the bottomline remains questionable most of the times. The answer lies in better structure, sharper vision on the end goals and a tighter focus on the cardinal rules of the game. faces stared at him expecting a boring download on team building. Luckily, Rohit managed to grab their attention with his witty stories, sense of humour and exciting games, which were built into his training module. The session ended, the participants looked happy and it was business as usual. While the company assumed that the training was enough to drive home the sense of team-building, for Rohit, well it was just another session and life moved on There would have been a certain twist in the tale if Rohit had treated the culmination of the training event as the very beginning of the journey. The idea behind the training was to sensitise the participants towards the need for changes. It was a www.humancapitalonline.com September 2013 I 19 I COVER STORY www.humancapitalonline.com 20 I September 2013 COVER STORY I In today's business, with high diversification, matrix structures, globalization and changing market dynamics, it has become essential for leadership to be more dynamic, strategic and agile. Leaders are responsible for improving financial performance, increase organizational agility, attract & retain the right talent and foster a strong ethical performance culture. With leadership taking the center stage of organizational transformation, the importance of their training and development, becomes one of the essential priorities for business survival and sustaining momentum and building continued excellence. The values of an organization express what it stands for and guide the behavior of its internal and external stakeholders. Values establish a foundation onto which expectations and trust are built. They help build core competencies and a unique value proposition (UVP) for the organization. Business drivers on the other hand also play an equally important role as the very existence of the organization depends on business success. Leaders hold business positions and are responsible for not only meeting the business expectations but also are the culture pillars of the organization. Hence, maintaining a balance between both values and business drivers becomes impor tant in leadership programs. It helps organizations sustain its corporate culture while enhancing its market valuation and institution building. Leadership Training Thou shalt focus on values without losing sight of business drivers Rajesh Padmanabhan Chief HR Officer, Corporate Vice President CAPGEMINI INDIA channel that should have effectively created a platform for interaction at different levels. Alas! Unfortunately, this is the fate of most training that is conducted across sectors and organizations. According to Eduardo Salas, a professor of organizational psychology at the University of Central Florida and a program director at Institute for Simulation and Training, who has studied corporate training programs for more than two decades, "The biggest mistake that companies make in training is that they don't take the time to analyse what their training needs are. The next problem is that after they have done that, they don't evaluate how well employees have learned." When it comes to most training, several o r g a ni z a t i o ns simply get an external vendor to conduct the program - like a five hours workshop - and they assume that the vendor will be responsible for designing and incorporating the idea through the very fabric of it. As for vendors, they I 1 2 Look for improvement in scores on your Employee Perception Survey against leadership related questions. This is a direct indictor of a positive change of your leadership program. If you are able to identify successors for leadership position, it is a true reflection of improved leadership programs. MAKE TRAINING COUNT Since participants in leadership programs come with intensive experience and varied business exposure, avoid building expectations of immediate business impact. Link expected outcome to deeper insight in the long term, rather than immediate observable change. Do not offer a standard prescription for all situations. Encourage them to adopt innovative approaches. PRESCRIPTION FOR SUCCESS www.humancapitalonline.com September 2013 I 21 I COVER STORY ensure the program looks engaging and attractive, with lot of frills and horns. However, it is for the trainer and the organization to wake up and realize that delivering a training program is not enough; the cycle does not end there. To get a realistic picture of how effective the program has been, it becomes paramount for both the organization and the trainer to measuring the effectiveness. Also, efforts made by trainers/ facilitators to make training session interesting by allowing laughter to seep in, introduce interactive games and practice opportunities which create time for participants to enjoy what they are doing, is definitely a need, however, it needs to go much beyond. In any session, the trainer's accountability is critical in ensuring its effectiveness. Follow-up and keeping track of p o s t - t r a i n i n g implementation act as key differentiator for a trainer. Research shows that programs that end with the participants feeling 'great' about the activity but no commitment to Thou shalt not choose an unstimulating learning environment Real-time learning is a crucial link between knowing and doing, hence the choice of environment is key. Typically, if attention is not paid to the nuances of the sales process, such as the type of calls the salesperson is responding to, who is accompanying him, what is expected of him, etc., a lot of valuable time gets wasted without achieving concrete tangible outcomes. To make this process effective, one must ensure that the learner gets the oppor tunity to experience different stages of the sales process over a period of time, from opening a call to closing the sale. The l earner must understand how the company i s posi ti oned, how customer needs are uncovered, how obj ecti ons are tackl ed and finally a sale is closed. The sales leader has the responsibility to ensure that the entire process occurs under his supervision. He must try and team up the learner with the right set of people who know how to work in accordance to the required process. Finally, a field observation repor t from the learner is a simple and effecti ve tool to facilitate the process. Real-Time Learning II Anand Dewan Sr. VP, Business Impact Group & L & D KOTAK MAHINDRA OLD MUTUAL LIFE INSURANCE LTD 1 2 Create a comprehensive solution which includes diagnostics around people, process, product / productivity and organizational climate to arrive at a complete solution that impacts targeted outcomes. Identify why a specific training is needed. Focus on facts, data, and behavioural indicators that can then be traced for repeat pattern basis data. BANG FOR THE BUCK Though the learner gains all his experiences in a real- WORD OF CAUTION time environment, leaving it all on the environment can be an expensive mistake. Hence, trainers must avoid unstr uctured and unsupervised learning at all cost. www.humancapitalonline.com 22 I September 2013 COVER STORY I Most experiential trainers tend to focus only on the experiential activity. However, effective learning happens when the participant reflects upon his behaviour during the experiential activity, connects it to his previous experiences or to behaviours of those skilled in that area, and consciously determines his new way of operation - and subsequent fine-tuning - in order to achieve the desired results. A successful trainer designs and implements the entire value chain - activity, debriefing, reflection and experimentation - as an integrated par t of the ' Total Learning' Experience. A wonderful trainer in Financial Accounting had taught double-entry bookkeeping and balance-sheet tallying to a team of accountants. He started by explaining the concept in brief, and then made all the par ticipants play the board- game Monopoly. The par ticipants were to record all transactions and create a balance sheet which tallied. He made the participants do this at least three times. When we checked after two years, all the participants recollected the concepts and said they were able to use the learnings effectively in their roles. However, such an approach prove challenging when developing personal and interpersonal skills since the resistance to change is usually very high. In these cases, you would require a highly sensitive trainer to pick the cues and help the participant to reflect and learn. Experiential Learning Thou shalt design for experience, reflection and experimentation 1 2 Performance is measured in terms of speed, accuracy, quality of outcome or a difference in approach brought about because of the intervention. Identify one area of implementation before the training starts. Post the training program, ensure that the participant implements the learning in the identified project / task. ...QUICK TIPS III practice in general have a low ROI, since on an average only 10 per cent of the participants will be self-motivated to implement what they have learnt. Here is a story Ranjit, a team leader in a BPO just had a rough day since his team had failed to meet the sales target for the fourth day in a row. Just as the team called it a day, his manager walked in and announced that there would be a compulsory workshop on experiential learning for everyone over the next four days. The trigger went off when the manager announced that every member had to extend their shift for two hours over the next four days. Most of the team members were seen rolling their eyes in disgust. They instantly dismissed the initiative as another new fad on part of the organization, which would soon vanish into oblivion. The trainer shared inspiring stories of great management gurus and their exceptional ways of functioning, stories all about the mice having their cheese moved or videos on fish mongers tossing fish on to their fellow workersamusi ng and stirring, but failing to keep the participants gripped. Dr. Anita Bandopadhyay Director of the Center for Excellence Corporate HR, RAYMOND Trainers must avoid creating ' experiences' that are not connected with real-life situations of participants. It should be related to their daily work challenges. In experiential learning, a trainer must avoid experiences that are unlikely to enable employees to handle work-related challenges. STEER CLEAR OF www.humancapitalonline.com September 2013 I 23 I COVER STORY Thou shalt not start without thinking it through The truth about effective coaching & mentoring is that there are no quick fixes with these processes. It is a skill-even an art perhaps, that goes beyond good intention. It requires in- depth understanding, high emotional quotient and plenty of practice to deliver to its astonishing potential. Coaching and mentoring works if nurturing is a key value/capability within the organization. Coaches and mentors are authentically positioned to transform individuals/teams and the organization culturewhen there is a genuine commitment to the power of human potential to change, transform, learn and contribute .Where leadership is expedient, here and now, unapologetically task-oriented with a "change the incumbent to change the outcome attitude" , no coaching and mentoring practice can ever succeed. They are expressions of the top leadership style, a belief that people can be transformed and influenced to change their behaviours and perform positively. Coaching & Mentoring Dr. Sujaya Banerjee Chief Talent Officer ESSAR GROUP 1 2 Although it is tough to measure its impact in isolation as it transpires between the coach and coachee, mentor/ mentee, try to gather stories of great coaching & mentoring impact. This is a great way to measure ROI. As a coach or mentor, try to be an emotional anchor to the talents within the organization. This will positively influence retention par ticularly in difficult/remote locations. MAKE TRAINING COUNT IV Star ting a program without thinking it through, can be the fastest way for it to fail. Also, treating it as an event, celebration or an isolated program which is delinked to the organization' s larger agenda or strategic people agenda is deemed to prove unsuccessful. JUMPING THE PITFALLS Most of them looked disinterested as they found it irrelevant to their core job. Here HR and the management committed a major blunder. They tried to implement employee morale building and motivational programs without addressing the employees' everyday work experience. In this situation, the trainer should have avoided creating 'experiences' through the management stories that were not connected with real- life situations of the participants. A successful trainer designs and implements the entire value chain - activity, debriefing, reflection and experimentation - as an integrated part of the 'total learning' experience and which can be imbibed in its true spirit and is of relevance to their craft. The training atmosphere A global major like General Electric Co (GE) spends more than $1 billion in employee training. Even a company like Jamaica-based telecom company, Digicel spent $31 million in 2012 on creating development opportunities and learning sessions for employees. As per industry estimates, the global expenditure on training is around $300 billion plus. Out of this, North America www.humancapitalonline.com 24 I September 2013 COVER STORY I In today's age of fast paced businesses and undifferentiated products, the quality of customer service is an important way to distinguish the organization from competition. It is important for ever y frontline customer ser vice representative to understand the customer experience promise of the organization, what is it that the level of customer service to be delivered and what are the oppor tunities to WoW them. Training needs to structure this and impar t it to all employees. Strong customer service focus means not just a training intervention, but an entire ecosystem focused on customer needs. The frontline is merely the foot soldiers of the entire organization's belief system. A broader customer friendly organizational ecosystem, suppor ting frontline customer service is a must for success. Customer Service Training Thou shalt ensure the training is not just a download Dipankar Das Training Delivery Leader IBM GPS INDIA 1 2 Look for improvement in scores on the Employee Satisfaction Survey which will eventually translate in to higher sales, higher customer loyalty and much better revenue growth. To measure the success of any successful training intervention, it will reflect on effective delivery, enhanced employee satisfaction where the frontline emerge as the foot soldiers of the entire organization' s belief system. BANG FOR THE BUCK V contributes around 45 per cent followed by European countries with a share of 29 per cent. Emerging economies like India and China are not far behind with India alone contributing around 7 per cent. These figures are indicator enough that Indian corporates are spending big monies on employee training. But all said and done, mere investment in fancy training will go nowhere if the effectiveness of the learning imparted is not measured. And the onus lies not just on the trainee to implement what he has learnt but on the trainer/facilitator as well to take ownership of keeping abreast with the impact of what was delivered. As Steven Covey rightly said, "True effectiveness is a function of two things: what is produced (the golden eggs) and the producing asset (the goose)." There are three major areas where most organizations and trainers tend to fail. One is their tendency to look at training as a short- term initiative. Secondly, after Much has been written about exceptional customer service orientation, however, the real challenge is replicating those high levels of customer service in any organization, dealing with average customers. It should not boil down to lip service. Hence get your hiring right. Avoid people who have no service aptitude and low emotional intelligence. WORD OF CAUTION www.humancapitalonline.com September 2013 I 25 I COVER STORY Thou shalt set clear, measurable objectives In this competitive business environment, to sustain and enhance the profitability, every organization is doing their best to deliver better than the other in terms of per formance by focusing on internal factors such as opti mi zi ng manpower by enhancing their skillsets. One of the critical success factors for OJT is making the par ti ci pant realise that the trai ni ng i s beneficial for him to fur ther in his career and has not been forced upon hi m. And this will happen, when the organi zati on candi dl y communicates the details and clarifies all queries in a tr ustwor thy work envi ronment. It i s al so impor tant that the organization institutionalizes the process of training as a discipline and not just a ritual or activity limited to data collection and compilation for training man hours. Similarly, aligning the learning with the oppor tunity to job application al ong wi th close monitoring and mapping against the set objectives/ outcome is critical. On the Job Training 1 2 Optimum utilization of the learning in terms of multidimensional deliverables happens when the employee has an abundance of real world skill and knowledge. The biggest measure of ROI of OJT is reflected when an employee shows conviction that the training is impor tant and is benefited personally and professionally. TIPS TO IMPACT ROI VI Ravi Mishra Vice President - HR BIRLA CARBON To avoid an OJT from falling flat, the trainer must be well- trained. If the instructor or the trainer fails to give his trainees the opportunity to practice or apply their newly acquired skills real time it will be meaningless. Also ensure that the work environment is not too distracting for learning to take place. PRESCRIBED SUCCESS training has been conducted, there is often no measurement tool to judge the effectiveness. While the measurement process can be a lengthy procedure one needs to take a long-term view and not lose patience. As Aristotle said 2300 years ago, "One swallow does not make a summer". The third and most important factor is that every trainer must avoid is a pre-packaged program since the 'one-size-fits-all' solution can become a major misfit in a training environment. For any training program to meet its mark, the programs must be tailored to meet the different needs of the audience. For instance, when it comes to the millennial generation, training design and delivery methods have to be re-invented completely keeping in mind the nature of this t e c hnol og y - pr one generation, PowerPoint presentations or a 'gyan' session would fail to work. Since it is the age of mobiles, tablets, and the Internet, learning has now progressed to e- learning and m- learning modules, more in tune with contemporary trainee needs. So, at a www.humancapitalonline.com 26 I September 2013 COVER STORY I Behavioural training focuses on enhancing or changing skills through practice and feedback in an encouraging and experiential environment. The success of such trainings largely depends on the trust, rappor t and mutual respect established between the trainer and the par ticipants. Thus, the trainer must always approach the training with the knowledge that adult learners thrive in conditions that offer respect. Hence, the training should impact practical and real life issues, and not hover in the realm of unwanted theory or passive download. Moreover, adults are self-directed. The objective of the training intervention should be clearly stated so that there is no confusion in the mind of the trainee and remains in line with why (s)he wants to change. The interventions should not be a 'tell' session but a journey, where the individual is able to arrive at what the factors are that result in a particular behaviour. Behavioural Training Raghavendra. K Vice President & Head-HR INFOSYS BPO Thou shalt not stereotype and assume 1 2 Sustainable behavioural change is a good indicator of the success of a training program. However, ensure that the change is aligned with the business strategy either to improve productivity for greater return or win more business. A thorough analysis, clear cut objectives, well-thought out design, robust assessment and a seasoned facilitator can contribute to an effective training intervention. TRAINING COUNT VII fundamental level, training design too has to invert its gaze in the face of the millennial challenge. Similarly, what works for the retail sector will not necessarily work for the Auto sector, or what works for the IT & ITes may not work for FMCG. Hence customization of training modules is a key factor in ensuring training effectiveness. Making it interesting Industry observers are unanimous in the opinion that training sessions have to be serious but not boring. In most business environments, where deadlines are razor sharp, a training session is often considered as a respite from the daily grind for many employees. James Sanders, Manager- Innovation at Deloitte Consulting once opined in a media interview that training is a funny thing. No matter how easy you make it for others to access, or how brilliantly the learning programs are designed, training is simply not the first thing people think of doing when they have some free time. Let's face it, for most people, on a weekend, if given the choice between watching a movie, or attending a training session, training will Knowing the target audience prior a session, helps in making the sessions more relevant. Avoid stereotyping the audience as it fosters a threatening atmosphere which is especially detrimental and must be avoided. In addition, the trainer should never impose, rather provide constructive feedback and alternate points of view so that the larger picture is visible to the individual. WORD OF CAUTION www.humancapitalonline.com September 2013 I 27 I COVER STORY Thou shalt focus on strengths & weaknesses Team building and team bonding is critical for the corporation to grow and strengthen. Therefore, the trainer/ facilitator's approach to team building in terms of the design and structuring of the event/tool /game or exercise will have to be customised. For example, if the focus i s tackl e a dysfunctional team, where the approach comprises of issues rooted i n personal i ti es or processes or roles, adopting an approach where the focus is to develop a new group into a winning team or improve their output, is bound to fail. Hence it becomes all the more critical for the trainer/ facilitator to focus on the strengths al ong wi th the weaknesses of the par ti ci pants. The goal i s to bri ng about heal thy relationships with varied personality types and conflicts. The training should effectively create a platform for i nteracti on at different levels. Team Building Training 1 2 Conduct an audit at the end of three months through a survey amongst the par ticipants and the leaders to reflect the learning and application. Measure the impact on statistics per tai ni ng to producti vi ty, per formance, satisfaction and engagement levels in the team and organi zati on agai nst historical data. TIPS TO IMPACT ROI VIII V Ravi VP & Head- Learning & Development Reliance Project Management Group RELIANCE INDUSTRIES LIMITED Avoid entrusting the responsibility of a program to just any individual. Trainers who are unable to convince people that the training will add value or help them to recognize strengths and weaknesses are a no. Such training should serve as a microcosm of the problems (and solutions) that employees face at work, so only experts can successfully deliver. JUMPING THE PITFALLS rarely win. When this happens to be a common perception in employees' world over, measuring training effectiveness can be quite a task. Many training institutes claim that another reason why organizations are unable to measure the effectiveness of the programs at times, is because the nature of the program is not always specific, such as in case of leadership training or behavioural training, and outcomes may differ from employee to employee. In case of skill specific trainings, on the other hand, the impact can more or less be seen. Another reason is failing to check the validity of the training objective prior to the onset of the program. Taking care of these key points helps to avoid mismatch with organization goals and in turn saves time, money and energy. Effectiveness of training programs Certain companies have taken a trailblazing step in learning and development. However, it's also true that me-too- ism has crept up in this area as well. There are a large number of companies which view training as a routine, random, ad hoc exercise, without ensuring long- term benefits. With highly competitive markets, and highly innovative and www.humancapitalonline.com 28 I September 2013 Face to face instructor led training is the best option for teaching basic skills, orienting learners to new content or a new concept, building a team, and teaching communications and social ski l l s. Wi th the worl d becomi ng fast and i mp e r s o n a l , knowledge and skills which are cri ti cal for growth of any busi ness and community, cannot be j ust l ef t to i mpersonal ways. Hence, when in class, there shoul d be one focus area, the knowledge or skill for the par ticipants. Their attention should not get diver ted towards other day routine activities. So it becomes the trainer/facilitator's responsibility to keep them engaged and interested. Similarly, such trainings allow participants with specific problems to di scuss openl y wi th the i nstr uctor i n a cl assroom. In a way, this helps to bui l d mutual rappor t. Face to Face Training Thou shalt focus on credibility of the instructor COVER STORY I Deepika Kinger Head-T&D, Talent Management & Business HR DCB BANK LIMITED IX While the credibility and capability of the trainer is a driving factor for successful trainings, however not being able to address the need of the par ticipant with relatable examples can be the dampener. So trainer must adapt to needs of the participants and provide individual attention wherever required. PRESCRIPTION FOR SUCCESS 1 2 Obser ve the reaction of the participants through the responses to various exercises done in class and or tests administered in class, and his behavioural changes. Conduct small exercises at work, which show the impact of learning through implementation and results, which would reflect on the scorecard/ goal-sheet. MAKE TRAINING COUNT compelling products, constant learning has become essential for all employees. Huge investments are always on the roll when it comes to training in terms of man hours, money and energy. In such dynamic situations, it becomes imperative for not just the organization but the trainer to take ownership for each program conducted, check on its effectiveness on implementation and ensure impact. Unfortunately, there is no single measurement system, which can evaluate the effectiveness of all training programs. In such circumstances, broad guidelines can come handy for trainers and organizations while prioritizing their training outcomes. Have a checklist More often training and development is seen as compulsory exercise rather than a pro-active one. Such beliefs are not restricted solely to the senior management teams, what's interesting is that both the parties - the trainer and trainee also do not realize the benefits of such training sessions. The irony of the situation is that neither HR pros nor employees realize or accept the benefits of training programs or measure the return on investment. Here is a checklist that can help: a) Are participants www.humancapitalonline.com September 2013 I 29 Thou shalt create an organizational context E-learning is a ubiquitous reality in many large organizations more ever than before. It comes with its well- advertised set of advantages and some equally well known disadvantages. Many a times it is put for ward as a surrogate for the instr uctor led classroom training, or at best, is peppered in a blended approach to preface classroom trainings; however, this does not optimally leverage its potential. Several organizations are harnessing the power of social media through internal social media platforms to generate meaningful conversations around the e- learning courses suggested to a target group. These conversations both prior to, as well as after the course build organizational context and empower application, where many a times a canned E-learning course can fall shor t. The discussions are not restricted in time and space as would typically be the case if this were to happen in a classroom environment. Fur thermore, it reinvigorates the role of the instructor to that of a moderator of such a social group. It also allows opportunity for the managers of learners to participate, making the discussions enriching. Hence, each thread of discussion incrementally adds to absorption as well as suggests new ways of applying the content suggested through the e-learning courses. E-Learning I COVER STORY 1 2 Use on going conversations around a given course or set of courses as indicators around absorption and application of the content at the workplace. Consider observing the story emerging out of these discussions and gauge the extent of application. Measurement of application often becomes on going and real-time with room to take corrective action if necessary. TIPS TO IMPACT ROI X Dr. Nandita Mehta Director, Leader & Team Member Development DELL INDIA E-learning courses work best when the content has been distilled and refined to create maximum learning impact within limited time. Lengthy introductions, fillers, gaps should be completely avoided. The worst thing to do is running the face to face learning content as an e-learning course. JUMPING THE PITFALLS convinced that the training will add value in meeting team goals, recognize strengths and weaknesses of individuals and enable openness to discuss and learn from the past? b) Are team leaders able to list at least three outcomes expected from the training? c) Are managers committed to and can support, reinforce and apply the learning at the work place? d) Are the above available and visible during and post training HC up to the point it is decided to audit the outcomes envisaged? To conclude in the words of Jerry Bruckner, author of The Success Formula for Personal Growth, "The lessons from business and sports apply to your life; you can't succeed unless you measure the right things and do something about what you learn from the measurement to bring you closer to achieving your goal." Corporations and trainers can go a long way by considering these guidelines to deliver best- in-class learning experiences and maintain a much-needed global competitive edge.