Training Is Not Always the Answer

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Impact Learning Systems InternationalP.O. Box 14110San Luis Obispo, CA 93406Toll Free: 800.545.9003Voice: 805.781.3283Fax: 805.545.9075Email: info@impactlearning.com www.impactlearning.com

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Training Is Not Always the Answer

Certain problems and issues that affect employees can only be addressed by a change to a businessprocess, policy, etc. For this reason, when planning your training,

it’s important to determine whether or

not the problem can actually be solved by training. Sometimes it can; sometimes it c

an’t. For example, if there’s not enough money in the budget for new equipment, no amount of training is going to help an

employee better hear customers through a faulty headset.Knowing the difference between what is and what is not a training issue can save you considerable time,

money, and grief. What’s more, it can help you to determine exactly what course of action

will

bringabout a solution to the problem.The table below gives some additional examples of training and non-training issues for a typical team of sales agents.

Examples of Training and Non-training Issues

Problem Training Issue Non-training Issue

Faulty computer X

Agents don’t know how to use phone system

XCustomers are upset about price increase XAgents are having difficulty dealing with customerswho are upset about price increaseXAgents are consistently late to work XInsufficient software XAgents need better call control skills X

Commission structure doesn’t support sales goals

XAgents know how to do the job

but aren’t motivated

to do itXAgents need better closing skills X

Agents’ monitoring scores peak after training but

begin to drop over time.X