The sad lack of training in the workplace
Roger Simpson
Retail Training and Consulting | Customer Service and Sales Improvement | Coaching and Leadership Training | Check out what we have to offer at our website below.
A recent report from Deakin Co. and Deloitte Access Economics has found that there is a massive gap between business investment in recruitment relative to the investment in formal training. Australian businesses spend $7.5 billion each year on recruitment, but only $4.5 billion on training. That’s a staggering $2.5 billion training gap over 12 months. What makes this worse is the research also uncovered that by 2030, two-thirds of jobs in Australia will be “soft-skill intensive”.
In my opinion, it is these “soft-skills” that are sadly lacking when it comes to retail and the ability of store managers to get the best out of their people. Over the past 25 years, I have delivered training courses to thousands of front line managers and the biggest skills lacking are their ability to communicate effectively, motivate and hold their teams accountable.
These skills are rarely taught at school or university, and although some managers innately have these skills, most managers need training to learn these critical skills. I have talked before about the challenges associated with promoting team members based on their success in their current role, which has often little to do with managing and leading a team.
The research clearly shows that Australian businesses are more focussed on recruiting (hopefully the right people), yet stop short when it comes to investing in their people by training them. I understand that retailers need to heavily invest in new technology to keep pace with their competition, however the best way to utilise new technology is also to invest in people skills at the same time. Not doing this is short sighted and will lead to performance issues down the track.
One very important “soft-skill” area that most managers need help with, is in how to provide effective feedback on the job. All too often I see team members offering at best average service, under the nose of their manager, yet nothing is said. The reason for this is two-fold, managers either are completely unaware their team members aren’t performing to the required level, or if they do, they don’t know how to give feedback to get the team member back on track.
Having recently completed a very successful training program for my longest client, the Beechworth Bakeries, where we combined training the frontline team with training the supervisors how to coach their team back on the job. Added to this, I spent a few hours helping the supervisors put in place the coaching on the job which has resulted in an immediate uplift in sales – an increase of 8% on their average sale compared to last year.
An increase in sales is just one of the benefits, an increase in loyalty card sign ups and an overall improvement in customer service have also been achieved.
This training is all about giving the supervisors more “soft-skills” and these skills can’t be learnt by watching a video or reading a book!
Why do you think businesses don’t invest in training their team?
#rogersview #onjobtraining #workplacetraining
Beauty Salon Mentor / Beauty Content Writer / Beauty Secret Shopper/ Luxury Facial Curator/ Skin Expert
5 年Training is an extremely expensive investment when it is difficult to retain staff. Some industries, especially in the small business beauty arena, just can’t afford to up skill their staff. As much as they would love to spend $2000 for a trainer to teach IPL on their machine over a 5 day period it is too expensive when this staff member immediately jumps ship to a competitor after being certified. (This did happen to me and lots more examples where that came from) we aren’t all tight ogres we just have children to feed.... and there is a responsibility on the part of staff members to take the initiative to upskill for themselves if they have a clear career goal that will not benefit their current employer.
Beauty Insurance Professional, Insurance Strategist, Key Note Speaker
5 年I remember a quote while reading your post. That is “Never stop to learn and never learn to stop.” Continuously strive to learn new things and never be contented with what you know. ?
I help manufacturers create a global footprint
5 年Learning is a never ending process so training is very important
Award-winning Lawyer | Resumption and Property Law Specialist | Keynote Speaker | Business Coach | Our clients achieve two outcomes ? a great understanding of their rights & what they can achieve ? great customer service
5 年I think while businesses have a pretty clear idea of what it costs to train their team they ignore the real question which is what is the cost not training their team. I believe the problem is that they see training as an expense and not as an investment. All businesses need to keep in mind that they should invest in their team because they are a crucial part of their businesses.
Project Management and Consultancy I Career Transition Coach for Mature Age Career Changers
5 年"they don’t know how to give feedback to get the team member back on track"...it's hard to confront people, isn't it? i was waiting at the Deli counter at my local supermarket recently...one wirh really high countertops so I couldn't see what the server was doing. She walked right past me and I assumed she was getting something for another customer (although I was the only one waiting)I knew she knew I was there, but she did not acknowledge me AT ALL...finally I went over to her...she was bagging up hot BBQ chickens...but a nod, or an "I'll just be a minute" would have been great!