When it comes to designing your learning and development program, you want to make sure that it’s designed to effectively engage and motivate your employees to use it.
Here are 4 things learners consistently tell us they want in a Learning and Development program:
- To learn in their own language from someone they can relate to. Employees want their learning in their language, not subtitled or voiced over, with culturally relevant examples. Although your global company serves one umbrella mission and has unified values, learning scenarios, customer problems and internal processes may be different depending on global location. It is important for learning to take this into consideration to have the best engagement outcomes for all global employees.
- Quick. Not Boring. Your employees are busy. They don’t want to waste time with long, boring, irrelevant content. For them to be highly engaged with your learning program they want their information in short, succinct, bite-sized doses. This is easier for them to process, practice, and makes for better retention rates, so that they can apply their learning to real-life scenarios. Additionally, when you layer in that short, succinct content over time, repeated and reinforced, I promise you will have significant, measurable learning results.
- Content when they want it, where they want it. To piggy back on the short, succinct delivery, learners want their content in a format that is flexible and convenient for them. In our fast paced connected world, it is critical for your learning program to be mobile capable, so that your employees can learn in time and on demand, when and where it’s suitable for them.
- Skills that they will actually use. Learners want skills that will help them succeed and grow in their current positions. They want skills and competencies that make them more marketable. To make learning actionable the learner must practice, drill and rehearse in a safe environment, and commit to following up and reinforcing those principles. You need to spend 10x the amount of time, energy and resources on follow up and reinforce of your learning principles as you do designing and delivering them.
Find out more about GES’s global, mobile Learning Solutions which layer skills and competencies in bite-sized doses over time with a focus on action planning and reinforcing the learning principles. Here’s a quick preview of our learning design below. Contact us for a 10-minute demo to see the learning in action.
Yesterday I talked about how your workforce is increasingly more part-time workers. Read more about that here.
Many of you are relying more and more on part time or seasonal workers to deliver a stellar service experience to your customers. So how do you motivate them when you both know they might only be with you for a short amount of time? Although it might seem counter intuitive, you must invest in your employees, even though they might only be with you for a short time.
Here are 3 ways you can enable and engage your seasonal and part-time workers:
Provide learning and development opportunities. People want skills and opportunities that will make them more marketable now and in the future. When you provide your part-time employees with learning and development opportunities, several affects will happen. You will attract (and then retain) the best talent. You will give them skills to interact more effectively with your customers and provide better service. You will provide alignment with your company’s culture and values. You will teach and motivate them to provide better customer service.
2. Remove obstacles that get in the way of them delivering exceptional service. Many large companies have too many bureaucratic processes and procedures in place that get in the way of their employees delivering exceptional service to their customers. Because many part-time workers are part of the front lines, often they do not feel enabled to go the extra mile to help a customer; however, this can often mean the difference between losing a customer and creating decades of loyalty. Examine your policies and procedures and assure that they are absolutely necessary to function. Remove those that do not serve your higher company mission. Some of the most successful customer service companies place very little rules on their employees (e.g. Nordstrom, Southwest Airlines, Starbucks, Netflix, Apple, etc.) with very high success and exceptional performance. Plus, when you enable your employees with learning and development (as mentioned above), you set them up to understand your company values and deliver service with those values in mind.
3. Recognize and reward them for exceptional performance. Every employee wants to be recognized for their work and treated uniquely. To motivate employees to continuous levels of high performance you should have an employee engagement recognition program in place. The most successful recognition programs are customized and personalized so that your employees get the rewards and recognition they want, at every touch point. During the holidays, and in December specifically, many people have split focus – thinking about everything they must get done, tired and distracted from holiday parties – and their energy starts to wane. That is why it is critical to motivate them (and especially seasonal workers) with incentives, rewards and recognition to continuously keep their eye on the prize – making your customers happy!
For more information on how to engage your part-time talent check out our book Leading From the Front Line: Learn How To Create Exceptional Experiences on Amazon or learn about our Employee Engagement Programs here.read more
Today’s workforce is becoming increasingly more part time. What I mean by part time is not necessarily the number of hours per week an employee works, but more their tenure at your company. Today’s generation entering the workforce views jobs as opportunities to gather a portfolio of experiences, moving from organization to organization to acquire different skills, sometimes by choice and sometimes by necessity. This part time economy and part time workforce presents both unique opportunities and unique challenges for organizations and their leaders.
As a business leader, you are probably relying more and more on part time or seasonal workers to deliver a stellar service experience to your customers. So how do you motivate them when you both know they might only be with you for a short amount of time? Although it might seem counter intuitive, you must invest in your employees, even though they might only be with you for a short time. This is the key to enabling and engaging them to create an exceptional experience for your customers. And remember, one terrible customer experience can ruin decades of loyalty, so it is critical that you give your employees the tools to serve your customers, even if they will only be with you for a short time.
Tomorrow I will share with you 3 ways you can enable and engage your seasonal and part-time workers. Stay tuned!read more