Companies spend thousands each year on training hoping for improved performance and productivity. However, they fail to see any significant return on their investment. Articles and network posting discuss topics such as resistance to change, motivating the learner, providing a vision of success, and tweaking the environment.
One area that warrants more discussion is coaching and feedback. Research validates what I have learned from 30 plus years as a trainer and instructional designer. Will Thalheimer, principal learning, performance and research consultant, found, training results are mediocre at best without feedback and effective coaching. It is only through effective coaching and feedback that the employee can develop new behaviors and significantly improve performance. Effective coaching helps him know when and how to apply new concepts or make adjustments in the application of the skill that result in successful outcomes.
What We Know and Do
Much has been written about the need for post seminar training, so, most training programs include some combination of webinars, self-paced training on PC or tablet, as well as face-to-face seminars. Typical sales and customer service training may include some generic role plays and other exercises, but they are not tailored to the specific solutions and customers your employees will be facing. Typical training programs don’t include developmental performance coaching by managers trained in the skill. Much of the current thought about training is that the program was delivered, the employees are “fixed,” and it is now up to them to apply what they’ve learned.
Transformation Training Results
Training that transforms the behavior of the employee, must include management training on the skill and sessions on how to observe and coach the skill. Research confirms that this powerful combination is twice as effective as just coaching alone. The manager must be proficient in the skill to provide examples in one-on-one coaching sessions or in performing the skill on the job. Studies by several well know research groups validates that the impact of a training program that includes this strategy provides a 32 to 55% improvement in the employee’s ability to apply the skill in a work situation. Studies have also shown that just encouraging managers to coach was only 7 to 10% effective in improving employee performance. So, there must be skill and coaching processes and feedback training for the manager to achieve the desired outcomes.
Research by McCarthy and Milner (2013) emphasizes the importance of upper management creating a culture that supports training and creates a continuous learning culture.
The Road to Success
There is no silver bullet for success. And people can’t take a quick fix training course and experience long-term results. It takes lots of small steps. Continually focusing on individual elements builds performance and leads to success. Without effective developmental performance coaching, this is almost impossible for people to improve performance.
Words of Wisdom From the Experts
As the legendary coach John Wooden explained: “You must establish a plan to develop excellence.” Proper coaching helps each person establish and execute a plan for excellence. Coach Wooden provided feedback, tools, and coaching to his teams to support them as they consistently improved, and it paid off in winning championships year after year.
As Darren Hardy, publisher of Success magazine, says: “Practicing bad habits only reinforces them”. The most value-added training program will include, skills and developmental performance coaching by training experts for both the people and the managers responsible for supporting them after they have completed the formal training.
About the Authors
Phyllis Mikolaitis and her business partner John Switzer are sales coaches and training developers, each with over 30 years’ global experience. They are dedicated to helping you learn the latest persuasion techniques incorporating insights and stories to win the sale.
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