One by-product of 2020’s rapidly changing world of work is a renewed focus on learning and development (L&D). Some companies have had to quickly train employees on remote work and culture. Others have had to roll out COVID-related safety training pronto. In short, L&D became business critical in a radically new way in 2020. And it’s a wake-up call for many organizations.
To meet their charter, L&D departments must empower their companies to swiftly train people in an ever-evolving world. And for many L&D organizations, that’ll mean investing in better L&D solutions in 2021. Here are three arguments you can use to convince your boss it’s time to modernize the way you train.
1) Remote workers need remote training that doesn’t stink.
A recent Gartner survey found that 82% of business leaders plan to maintain a partial work-from-home structure even after COVID-19 is no longer a threat. In short, remote work is here to stay. And even if your organization plans to resume in-person operations, COVID has made it clear that organizations need remote training capability.
Not only is it risky for L&D to rely on in-person training, but it’s also not smart. Online training empowers an organization to quickly build and deploy training that’s needed now, not 3 months from now. Online training is easily adaptable as needs (or knowledge) evolve. Online training is scalable and cost effective. You build it once, and there’s no limit to how many people can consume it. And, online training is convenient for employees, as they can take it anytime from anywhere.
Let me offer an example of how online training can make a serious business impact. When COVID hit, the phone disinfectant start-up PhoneSoap experienced an unprecedented spike in sales. With the surge in new business, the company desperately needed to train a huge volume of customer service reps. And it needed to do it while people were under government-mandated lockdowns.
With an online training system, PhoneSoap created and disseminated online customer service training in a matter of days. Reps completed the training from the safety of their homes, and PhoneSoap could easily track online who had or had not completed the training. The company can now also update training quickly to make sure reps are always prepared to service customers effectively. “We were able to streamline the training process and train reps quickly and thoroughly,” says Kelli Sprunt, communications manager at PhoneSoap.
2) Culture is a differentiator, and it needs safeguarding.
Today, customers have a lot of choices, and they are increasingly choosing companies that make doing business with them easy, memorable, and pleasant. As customer experience becomes more important, so does L&D’s responsibility to safeguard and transfer the practices, traditions, and styles that define the customer experience. Often, company culture is lived but not deliberately and carefully passed on. It’s propagated through employee-to-employee interactions that are fleeting and can be lost forever when an employee leaves.
Take Sean Ham’s story. In 2015, he took over Iconik Coffee, a local coffee roaster in Santa Fe, New Mexico. Over 5 years, it amassed a binder filled with best practices to keep Iconik “Iconik.” At first, it conducted in-person training and sent around Google docs to train employees on Iconik Coffee’s culture and special way of doing business. “We’d find out three months later that someone had never clicked to do the trainings and were showing up blind to this valuable information,” Ham says.
When COVID hit, Iconik decided to spend the time keeping staff productive, engaged, and employed by transferring all the critical culture content into an online training system. Now the company can easily see who has completed all the training—and make sure day-to-day interactions with customers reflect its mission and values…
Source: HR Daily Advisor