Let’s assume you want to introduce a new procedure on how to deal with customer complaints. It seems quite logical to assume that after someone has received training they will get better more confident and better at dealing with complaints, and customer service will increase. Right?
Unfortunately, it is not as simple as that.
The reality is when employees are learning something new like a new business process or procedure or how to use new tools and technology it is normal for general productivity and performance to drop. Even the experienced employees.
The reason is simple; as the new information or skill is learned the employee needs time to process and practice it in the learning environment before they can practice and adapt it to their job. In many cases, they may even need to unlearn old habits to accommodate for the new way of doing things.
"the employee needs time to process and practice it in the learning environment before they can practice and adapt it to their job."
It doesn’t matter if the learner is experienced or new to the role, all employees will have a drop in productivity as they go thought each of the learning stages from awareness to practice to experience and finally to form the new habit.
The challenge is to ensure that the length of time from discovery to competence is as quick as possible.
To make it more challenging this will be dependent on each employee’s current level of ability and their willingness to change.
As an in-house trainer, our job is to provide effective direction and opportunities for them to practice. We then need to consistently reinforce the positive behaviours and correct the negative ones quickly, by providing regular feedback about each employee’s progress.
So next time you are looking to introduce something new into the workplace like technology, software or new procedures make sure you are supporting them adequately to compensate for potential changes in service speed and quality.
If you like what you have read, feel free to leave a comment or feedback below.
I have been involved in Learning & Development for over 15 years in Australia, and the UK. Having worked with a range of public and private business in both private and public sector. I have seen a lot of what works and also a lot of what doesn't. I believe that with the right tools, guidance and support anyone can train better on the job.