From assessment to application: An effective approach to training

Effective training is crucial to ensure that employees are equipped with the skills and knowledge they need to excel. This training can be equally effective online or in person. However, at John Kerr Consulting we do not believe that a one-size-fits-all approach to training is effective, and can have a negative impact on the team.

We believe in a tailored training approach that begins with understanding where each employee stands today. By asking the right questions, we can identify those who are already excelling and those who need further development. This ensures that training resources are used effectively and that all team members are capable of supporting customers with the highest level of expertise.

Step 1:

Assess current knowledge

The first step in effective training is to assess the current knowledge and skill levels of your employees. This can be achieved through a combination of surveys, interviews, and practical assessments. Establishing a baseline helps tailor their training to their specific needs.

Key questions to consider include:

Are they able to communicate the top three reasons our customers choose us as a company, or a specific product or service offering?

What are their usual opening lines to engage a prospect on a sales call?

Which sales methodologies do they use?

These questions help paint a clear picture of each employee's capabilities. Those demonstrating excellence and a thorough understanding of necessary skills may not require further training and are unlikely to achieve major benefits from attending the training. Instead, their expertise can be leveraged through mentoring or leading by example.

Step 2:

Identify training needs

For employees who can benefit from additional training, it is crucial to ensure they attend appropriate sessions. This targeted approach ensures that only those needing development invest their time in the training they require, rather than all the subjects available. It is unusual for a salesperson to be at a consistent level across all topics, and therefore we need to identify the areas they will gain the greatest benefit. This also helps keep training groups smaller and more focused, facilitating a better learning environment.

Step 3:

The training

Training sessions must be interesting and engaging. All too often, people are subjected to long PowerPoint presentations with no clear takeaways or interaction. Clearly outline expectations for the session and provide practical information, such as scripts, that can be used after the training.

Step 4:

End of training assessment

At the end of the training event, it is essential to ensure participants have absorbed the key components. This can be achieved through quizzes, practical assessments, and feedback sessions. The assessment should cover all critical aspects of the training to confirm employees have gained the necessary knowledge and skills. This step reinforces learning and identifies any areas needing further clarification or practice. Additionally, trainers should seek feedback on the session using a rating system and comments to understand its value.

Step 5:

Continuous monitoring and support

Knowing something doesn’t necessarily mean employees will proactively use it. Managers play a vital role in this final step. It is essential for managers to continually check that employees are applying what they’ve learned to support customers effectively. Regular check-ins, listening to calls or travelling with external sales people, performance reviews, and customer feedback can provide valuable insights into how well employees are utilising their new skills. By actively monitoring and supporting employees, managers can ensure training translates into real-world improvements in customer service and overall job performance.

Conclusion

Effective training is not just about delivering information but ensuring that employees can and do apply what they’ve learned in their roles. By starting with a clear understanding of each employee’s current capabilities, providing targeted training, and following up with thorough assessments and continuous support, organisations can maximise the return on their training investments. At John Kerr Consulting, we advocate for this holistic approach to training, and can support the process, which enhances individual performance and drives overall business success.