July FAQ — More Training, Please
One Friday each month, I dedicate the post to looking at some questions I have heard recently from developing leaders. Sharing those questions and my thoughts about them is a way for me to spread the information to as many leaders and future leaders as possible. If you have a question about leadership, or just a situation you would like some additional insight on, please email me at Effective Retail Leader. Let’s take a look at this week’s question.
We have had a lot of change this year so far, and my team often asks for ‘more training’ when I begin to ask questions about embracing new behaviors and raising expectations. I don’t think it is about extra training, so what should I do to ensure they are executing the new standards?
This is a great question, and likely similar to one many of us have had during our career. In fact, this question spans industries, it is not unique to retail. Training is absolutely necessary in every setting. Any new employee is entitled to learn and be shown the skills and processes necessary to complete their work. I have also found that the ‘ask’ for training is a common protection mechanism for fear of failure or lack of clarity in the expectations. The request for training may be associated with performance feedback or the sense of being held to account for the productivity or results of their work. (I resist the word accountability specifically because I do not want to make it sound like a bad thing. Accountability is still doing what you’ve said you would do, or what was agreed to as the expectation for you to complete.)
When being asked for additional training, I would begin by asking back what they are specifically looking for and why. It is critical at this stage to understand why they believe additional training will be the solution to the situation. This is also an excellent opportunity to ensure that the expectations are clear and understood. Training for someone who is already performing the role is likely not the full solution. And, again, depending on the situation may be a request to deflect a performance issue.
Assuming that the expectations are clear and that the employee seeks development or ways to improve beyond their current knowledge or skill set, there are numerous options available to support their growth. These options can help them continue learning and refine their skills effectively.
Practice Sessions
Everyone hates the term ‘role play’. It immediately elicits a strong response, including eye rolls and huffs. I am not one to just rename for the sake of working around responses, but I have also preferred the idea of ‘practice sessions’ versus role play. That is, after all, what the activity should really be. You want to provide an opportunity for others to practice their skills in a safe, helpful environment. It is no different from practicing a musical instrument, or for a sporting event, or even for speaking. Practice helps to be better when you are on stage. Providing the setting and support for productive practice sessions is one of the best ways possible to help people expand their skills and set them up for success.
Observe and Coach
Practice sessions create the setting, but providing the feedback and coaching is where the real magic can happen. You can observe both during the practice sessions as well as when activities are happening in real time. I highly encourage using both as an approach, and lean more into observing during real interactions versus the practice sessions. These are invaluable moments when you can gather a lot of great information to provide support and guidance to any of your team members. This also shows a real investment in their continued development and growth. There is a ton of information available on effective coaching. I’ll provide some great resources at the end of this article for further reading.
Storytelling
Another excellent way to help others learn and see examples of what good looks like is to share stories of successes and failures across the team. Ritz-Carton uses this method as part of their Daily Line-Up process. During these daily meetings, managers or other team members share a story about exceptional service they have witnessed. It is a way to reinforce the service culture that Ritz-Carton fosters above all else and demonstrate real behaviors that people have delivered for the guests. Storytelling is undervalued for what it offers. When done effectively, it allows the entire team to see what reality can be from another’s perspective. Creating a setting where employees can share their experiences for the benefit of others to learn from is extremely powerful. These can be learnings from when something went awry, or how they would do not something again in addition to success stories. As the leader, you can set the tone for how storytelling can be a benefit for everyone’s learning journey.
Training is always more than a workbook, a few videos, or taking an online course. There is almost always more happening behind the scenes when someone asks for more training. Dig in, understand the real ask so that you can provide the best solution for the situation and the individual. Training is foundational, development is growth, both are necessary for well-rounded, skilled employees to be set up for success. Understanding the difference and purpose in the environment is critical to making them effective.
Additional Resources
Coaching Through Positive Feedback — 5 Ways to Succeed
How a Great Coach Can Transform Your Team's Success: You Can Be One Too
Strengthen Your Coaching Impact: Prioritizing Strategies for Success
3 Ways to Make a Positive Impact Through Coaching as a Leader
The 10 Key Coaching Best Practices to Develop Your Team Members
Measuring the Impact of Coaching: 3 Key Steps
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