Now it is more important than ever to review and update your company training manual and procedures. Training should not be something offered once with new employee onboarding and never again. To be effective and competitive, a company must train its employees recurrently, providing them with opportunities to learn about new trends, approaches and ways to improve or adapt.
The way we operate, perform a task or complete a project should change and evolve over time. Technology and research informs how a company can improve productivity or the product or service it sells.
Additionally, our world environment can impact business and employees shouldn’t be expected to adjust on their own. In a remote work environment, employees can feel isolated and need reassurance that their problems are still just as important and are a priority for the management team.
Effective, successful companies continuously evaluate its processes and policies to ensure efficiency and growth.
The pandemic presents new challenges especially when it comes to customer service. People are required to do more online or via phone. They are required to wear masks in most places. Social distancing and new cleaning measures are in place. Those on the front lines are now faced with angry, frustrated, confused and scared customers. Many employees have found themselves taking on new job duties or roles as companies adapt to COVID restrictions and pivot operations to meet demand.
According to an article in HR Daily Advisor, “While the impact to many white-collar workers has been limited to learning how to work effectively from home, blue-collar and customer service workers have had to adapt dramatically to a changed workplace, including taking on tasks and responsibilities that were never a part of their original job descriptions… This also includes training for generally low-paid retail workers on how to handle angry and potentially violent customers opposed to store mask policies.”
Frequent communication, continuous feedback, and recognition can help employees feel good about how they are approaching a challenge or making progress in a new role.
Evaluating training manuals and procedures is a critical part of a business’ evolution in a normal environment but even more crucial during a pandemic when the world is upside down. Preparing employees for new job duties and potential challenges to be faced with customers is important to not only to the success of the company but to the morale and confidence of employees.
As we begin a new month and approach the end of the first quarter, take a moment to review your training programs and consider making recurrent training an important part of your overall business strategy.