As organizations continue to tighten their belts with the overwhelming concerns of the economic crisis, it is time to consider "green" training strategies with e-learning.
Now more than ever is the time for organizations to take advantage of the opportunities associated with training programs delivered through easy-to-use learning management systems (LMS). Integrating e-learning into a training curriculum has never been more optimal for your strategies. Whether you are a part of a small, medium or large company, these resources are realistic and promising.
We've talked about the power of going green and the cost savings associated with it. Today, going green is also a way to attract and retain the best and brightest employees to maintain competitive edge. An example is the members of Generation Y, also called Millennials, who place a high value on the environmental ethics of prospective employers. According to Experience Inc., an Internet-based career services provider, a recent nationwide survey of 2,774 college students found that 81 percent believe it is important to work for a green company.
Furthermore, research also indicates that corporations with increased social responsibility tend to have longevity. E-learning makes environmental and financial sense because it reduces time away from the job, classroom energy use, costly travel and other resource use.
The need for communicating about and training employees on new business objectives in order to help them succeed in a more complicated business environment is imperative. It is also much easier to achieve these days because of the ease and immediacy of using technology. A Watson Wyatt Communication ROI Study 2007/08 of companies worldwide found that "firms that communicate effectively are four times more likely to report high levels of employee engagement than firms that communicate less effectively."
The tools used for communication and training enhance the business environment and are particularly important to younger employees, who have grown up with the use of computers and the Internet. I see this becoming a green engagement with employees --- a new partnership between the employee and the organization.
Leveraging Green in Your Organization
The world of electronic capabilities and portable computing and communication connected through wireless networks has facilitated mobility in learning. Mobility enables instruction and learning to extend far beyond the traditional classroom, thereby eliminating traditional inhibitors and boundaries. It offers increased flexibility and opportunity for interaction for those who might otherwise not receive the training they need.
E-learning supports experiences that are accessible to, collaborative with and integrated with the business environment. What can green learning bring to your organization?
• Increased training for busy employees
• Anytime, anywhere access to new content
• Enhanced interaction between and among learners and trainers
• Just-in-time training or a review of content
• Enhancement of student-centered training
• Greater engagement of tech-savvy participants in a media-rich environment
• Support of personalized learning
• Collaboration through asynchronous and synchronous communication
Researchers also indicate the benefits of training occurring in the individual's environment rather than in the classroom. It enables reinforcement of learner recall and reflection with others in the same technology space online. Some organizations can also use e-learning to increase learning within team environments.
A Green Strategy
Greener strategies may not have reached your organization yet, but chances are they will. If they haven't, then you may have an opportunity to take a leadership position. Obviously, global warming, high energy prices and other issues have many people wondering how they can make an impact. Organizations are beginning to incorporate green initiatives into their strategic planning initiatives. This is a great time to suggest e-learning as a greener approach to delivery.
The following are some reasons to consider e-learning in your organization's green strategy:
• Eliminate paper-based marketing materials and tools for inviting participants by replacing them with electronic components and the use of learning management system (LMS) tools.
• LMS tools offer self-service registration and confirmation components that save time, staff and paper.
• Offer training materials and resources through the online program.
Because training in classrooms requires time and gas commuting and time spent off the job, organizations can save energy in a variety of ways. Consider shifting to more e-learning components through blended learning, online coaching, performance support and stand-alone courses. While helping the environment, this also helps make training more transparent and efficient as well as increase skills development.
Consider moving course evaluations and assessments online.
Researchers indicate that greener training must start at the top by promoting a clear commitment to it as an overall organizational strategy to social and ethical responsibility. Nick Van Dam, Ph.D., suggested in his article, "Time for Green Learning!" suggested that this strategy involves early communication and planning for a green learning environment, and it requires the support of the organization's learning community. Again, transparency is important addressing trainee concerns in the shift from paper use and traditional classroom settings. Finally, specific goals and objectives for green learning must be matched with measurement of progress.
Go Green With Vital Learning
Vital Learning is doing its part to enable organizations to commit to green learning practices by offering online learning programs through a comprehensive LMS. With programs that incorporate e-learning and blended learning methods, your organization can save time and money while ensuring that your employees receive the training they need. Your local Vital Lerning training consultant can show you the best way to go for the green with e-learning for your organization.
Tuesday, May 25, 2010
Tuesday, May 18, 2010
E-Learning Buzz to Your Training Toolbox
It's learning in a widely networked world. It's green, it's in cyberspace, it's blended and unblended, it supports change. It can save your organization money, it fosters interaction and collaboration, it's global, scalable, adaptable and part of the new learning fabric that goes hand-in-hand with revolutionary and technological change. That's the buzz of e-learning. But is e-learning in your training toolbox?
Content and Providers
The e-learning market is expected to surpass $52.6 billion by 2010, according to a May 2008 industry article. Shorter business cycles, mergers and increased competition are driving businesses to incorporate of e-learning in their training curriculums. Other drivers include quality instruction, cost effectiveness of new technology and increasingly supportive cultures of e-learning.
Another trend is not only in the purchase of software but also the added value of training vendors who can provide online facilitation, blended approaches and coaching. This increases engagement and customer learning satisfaction leading to outcomes contributing to the bottom line.
Scenario: A data processing company is rolling out supervisory training for its 200 managers. The company wants to deliver the same training to all managers, but because the participants are in five locations in three states, classroom-based training is not feasible due to the cost of bringing participants to one location.
The decision is made to use e-learning. A training vendor supports online training by interacting with students through threaded discussions. The online trainer is also available to answer participants' questions. Thus, students feel supported. They apply their learning on the job for a defined period and return to the online course fur further discussion and coaching with the instructor based on their real-life experiences.
Productivity levels are measured before and after the training, as well as at six months and one year. The results show that turnover is reduced and productivity has increased.
Learning 2.0 and Social Communities
According to research, the future of e-learning may be in workplace communities using social learning, which is a major change for business training. As a training professional or chief learning officer, you are responsible for managing and delivering training with classroom, online or blended approaches. The prospect of socialized learning adds to the formal approaches. E-learning lends itself well to this because it is already delivered via technology and uses features such as chat, asynchronous threads and document sharing.
How they do it: Social networking sites and blogs can be easily embedded into e-learning formats. The accessibility of posts for best practices and ideas are built upon and archived over time, becoming a wealth of collaborative knowledge for the organization.
Another way inject social learning is to wrap it around existing formal content and link to social forum spaces where they can discuss the training. These are public spaces where additional outside experts contribute so learning is further enhanced.
Learning Management Systems
Learning management systems (LMS) need not be expensive. They allow companies to register, track and catalog available courses for participants within the organization, allowing them to manage the function.
Choosing the right content and provider can bring resources to you without the expense of building or investing in large-scale systems beyond your reach or budget. This makes it easier to deliver value to your organization and mange results. For example, tracking the number of participants, courses delivered, and time spent in courses compared to the return on increased customer service or productivity following training.
Scenario: An auto parts store chain has rolled out training to its 257 stores nationwide. Through its LMS, the chain can track those who have received customer service training. Because the store also tracks customer service levels, it can draw correlations between those who completed the training and increased customer service ratings. Further return-on-investment has been shown through this tracking.
Vital Learning Brings the Buzz to Your Toolbox
Organizations are increasingly examining the incorporation of e-learning and the vast array of technology and Web-based tools strategically. Resources include planning and evaluation methods.
Vital Learning has been delivering online training courses and tools since 1996. With its affiliated training partners, Vital Learning offers a sate-of-the-art LMS and courses that can be delivered as stand-alone modules for self-paced learning or for blended learning solutions. Contact your Vital Learning training consultant today to discover how you can add e-learning to your toolbox.
Content and Providers
The e-learning market is expected to surpass $52.6 billion by 2010, according to a May 2008 industry article. Shorter business cycles, mergers and increased competition are driving businesses to incorporate of e-learning in their training curriculums. Other drivers include quality instruction, cost effectiveness of new technology and increasingly supportive cultures of e-learning.
Another trend is not only in the purchase of software but also the added value of training vendors who can provide online facilitation, blended approaches and coaching. This increases engagement and customer learning satisfaction leading to outcomes contributing to the bottom line.
Scenario: A data processing company is rolling out supervisory training for its 200 managers. The company wants to deliver the same training to all managers, but because the participants are in five locations in three states, classroom-based training is not feasible due to the cost of bringing participants to one location.
The decision is made to use e-learning. A training vendor supports online training by interacting with students through threaded discussions. The online trainer is also available to answer participants' questions. Thus, students feel supported. They apply their learning on the job for a defined period and return to the online course fur further discussion and coaching with the instructor based on their real-life experiences.
Productivity levels are measured before and after the training, as well as at six months and one year. The results show that turnover is reduced and productivity has increased.
Learning 2.0 and Social Communities
According to research, the future of e-learning may be in workplace communities using social learning, which is a major change for business training. As a training professional or chief learning officer, you are responsible for managing and delivering training with classroom, online or blended approaches. The prospect of socialized learning adds to the formal approaches. E-learning lends itself well to this because it is already delivered via technology and uses features such as chat, asynchronous threads and document sharing.
How they do it: Social networking sites and blogs can be easily embedded into e-learning formats. The accessibility of posts for best practices and ideas are built upon and archived over time, becoming a wealth of collaborative knowledge for the organization.
Another way inject social learning is to wrap it around existing formal content and link to social forum spaces where they can discuss the training. These are public spaces where additional outside experts contribute so learning is further enhanced.
Learning Management Systems
Learning management systems (LMS) need not be expensive. They allow companies to register, track and catalog available courses for participants within the organization, allowing them to manage the function.
Choosing the right content and provider can bring resources to you without the expense of building or investing in large-scale systems beyond your reach or budget. This makes it easier to deliver value to your organization and mange results. For example, tracking the number of participants, courses delivered, and time spent in courses compared to the return on increased customer service or productivity following training.
Scenario: An auto parts store chain has rolled out training to its 257 stores nationwide. Through its LMS, the chain can track those who have received customer service training. Because the store also tracks customer service levels, it can draw correlations between those who completed the training and increased customer service ratings. Further return-on-investment has been shown through this tracking.
Vital Learning Brings the Buzz to Your Toolbox
Organizations are increasingly examining the incorporation of e-learning and the vast array of technology and Web-based tools strategically. Resources include planning and evaluation methods.
Vital Learning has been delivering online training courses and tools since 1996. With its affiliated training partners, Vital Learning offers a sate-of-the-art LMS and courses that can be delivered as stand-alone modules for self-paced learning or for blended learning solutions. Contact your Vital Learning training consultant today to discover how you can add e-learning to your toolbox.
Thursday, May 13, 2010
Essential Communication Leads to Employee Engagement
If you were to create a formula for productivity it might look something like this:
ESC + EE = P
Essential Skills of Communicating + Employee Engagement = Productivity
A new study from the Institute for Corporate Productivity (i4cp) on the subject of corporate productivity and engagement indicates that higher-performing companies are more likely to involve employees in the process of cost-cutting measures. In these uncertain economic times, it is more important than ever to keep employees involved in critical company issues. Communication plus talent management programs supports forward focus and engagement for the future.
The same study showed that 91 percent of higher-performing companies point to communication at the top as a way to reduce turnover.
One way to define employee engagement is to consider an employee's connection to the work, the organization, the leaders, the customers, performance and results. Engaged employees stay with their employers, have higher levels of job satisfaction and make significant contributions. Employee engagement is not a "nice-to-have"; it's an essential requirement to achieve organizational results.
A Glimpse at the Disengaged
Roger is a midlevel manager at a software sales organization. He heads up a team of salespeople and spends his day communicating with his staff by e-mail, even though they are only a few steps outside his door. Roger's main focus is sales, which are down. In addition, the company is suffering financially. Roger has been told that budget cuts, including staff, are likely. He is worried about his own job and is wholly focused on crunching the numbers and figuring out who he might let go to make his numbers look better.
Roger's team spends the day wondering why he isn't telling them what is going on. They've talked among themselves and have some ideas about customer focus groups to help re-energize their sales territories. Two people have scheduled time with Roger this week to share their ideas, but, for the second week in a row, Roger has cancelled because he doesn't have enough time. The team is deflated. They are worried, too, but at this point, they are not sure that talking to Roger will do any good.
What Could Have Been
If Roger had only come out of his office to talk to his team, he might have prevented the members from becoming disengaged. The fact is, employees are better able to deal with company downturns if they know what is going on.
Poor managers fail to communicate. They fail to involve employees in solutions. And because they aren't communicating well, they aren't listening to employees' needs, concerns or ideas.
Good managers share clear strategy and vision. They engage their team in discovering solutions, so employees feel as though they have a stake in making things better. Good managers have a relationship with their bosses, and they want to go the extra mile. They care about their bosses and the organization, and they are armed with the belief that they can make a difference.
Numerous studies indicate that engaged employees work harder to achieve within the organization, and they speak positively about their companies. In the process, they also please customers and are more productive.
One of the Most Important Steps You Can Take
If you are considering where and how to focus your training programs, you should know that choosing to develop managers and supervisors in the area of communication is one of the most crucial steps you can take.
Many managers have never developed skills to deliver clear, concise messages focused on the needs and interests of the listener. These are skills that improve their relationships with individual team members.
In addition to constructing clear messages, Vital Learning's Essential Skills of Communicating teaches managers and team leaders to the following essential skills:
• Communicate with a two-way process.
• Manage nonverbal behaviors to reinforce the intent of the messages.
• Listen actively.
• Create a climate of open communication, which increases team members' motivation and commitment.
The foundation of good communication in organizations rests in managers and supervisors who are open and support an environment that encourages the free exchange of transparent, honest communication. Such managers are able to reflect, probe, support and advise their employees. In return, your employees will respond and become more engaged, happy and productive. Get your managers involved in the essential skills.
Cutting-Edge Customer Service
The Problem
Maybe your organization doesn't make cutting-edge products. You don't necessarily have to. But do your employees deliver cutting-edge customer service?
With today's uncertain economy and belt-tightening occurring on every level, people are scrambling to maintain profitability and grow their businesses. Add to that competition and a world that relies on social networking and word-of-mouth marketing ... well, let's just call it a tough sell.
Retaining and gaining edge hinges on the kind of customer service that brings people to your door, helps you through the economic downturn and creates customer advocacy.
Who should you be training to provide cutting-edge customer service?
• Sales and service representatives
• All employees who deal with your customers
• Anyone who has internal and external customer contact
That sounds like almost everyone in an organization needs training, doesn't it? In truth, every employee can use customer service training. Such training helps an organization shift its culture to one that encourages cutting-edge thinking and progressive service.
The following are examples of organizations known for delivering superb, memorable customer service.
Nordstrom
An American business more than 100 years old, Nordstrom is touted in a destinationcrm.com article as the gold standard for customer service excellence. The company now relies on word of mouth as a primary marketing tool.
Nordstrom makes customer service a priority, and customers know they will be treated special. One longtime employee said that he felt empowered to pave his own career path and to bring customers along with him. Nordstrom also gives employees on the frontline the ability to make decisions.
Ford
Ford was founded in 1903, and remains a leader in the American auto industry. A Ford division customer relationship manager was interviewed, and she said the company has been responsive by listening to what customers want instead of telling them what they need. The Ford philosophy has always been to focus on the customer experience at every touch point.
Men's Wearhouse
A FastCompany.com article, "They Sell Suits With Soul," shares the story of Men's Wearhouse's record of turning "reluctant shoppers into loyal customers." One top executive said that the company's training curriculum is less about how to sell suits than about understanding people. In addition, Men's Wearhouse believes in "the ability to move beyond the initial customer request and to satisfy a true need."
The Solution
Design Customer Service Training and Make it Happen
Consider the level of customer service your organization provides today. What might you consider in the way of training for employees so they feel the kind of empowerment that leads to cutting-edge customer service?
Assessment must be a part of your customer service methodology. Some assessment firms indicate that finding the right operational targets and customer satisfaction information to determine where service and delivery integrate is key. Next, design a CSR training program that builds service levels to satisfy your customers; this will have a direct bearing on your organization's productivity and profitability.
Vital Learning, in conjunction with your training representative, offers a variety of customer service training programs. Each program is flexible to fit your needs and provides both traditional classroom-based and online options.
STAR Service is a powerful, four-hour program that teaches participants how to achieve the following:
S: Sync up with customers
T: Target customer needs
A: Assist customer needs
R: Reaffirm assistance and the relationship
The STAR Service program offers maximum training in a short period of time to improve CSRs' consistency and create positive and memorable experiences for your customers. It also helps increase customer retention, expand business relationships and drive increased customer referrals.
Vital Learning's Winning Through Customer Service program offers four modules to train participants about professionalism that leads to a proactive, problem-solving culture. The program also focuses on communication skills while using a structured process/model for conducting customer service transactions. Furthermore, participants practice strategies for appropriately dealing with difficult customer situations.
Two complementary online programs, Delivering Customer-Focused Service and Dealing With Difficult Customer Situations, allow organizations to deliver training as either stand-alone, self-paced modules or blended learning to complement to the classroom-based programs.
There has never been a more compelling time to keep your organization moving and on the cutting edge with customer service training.
Maybe your organization doesn't make cutting-edge products. You don't necessarily have to. But do your employees deliver cutting-edge customer service?
With today's uncertain economy and belt-tightening occurring on every level, people are scrambling to maintain profitability and grow their businesses. Add to that competition and a world that relies on social networking and word-of-mouth marketing ... well, let's just call it a tough sell.
Retaining and gaining edge hinges on the kind of customer service that brings people to your door, helps you through the economic downturn and creates customer advocacy.
Who should you be training to provide cutting-edge customer service?
• Sales and service representatives
• All employees who deal with your customers
• Anyone who has internal and external customer contact
That sounds like almost everyone in an organization needs training, doesn't it? In truth, every employee can use customer service training. Such training helps an organization shift its culture to one that encourages cutting-edge thinking and progressive service.
The following are examples of organizations known for delivering superb, memorable customer service.
Nordstrom
An American business more than 100 years old, Nordstrom is touted in a destinationcrm.com article as the gold standard for customer service excellence. The company now relies on word of mouth as a primary marketing tool.
Nordstrom makes customer service a priority, and customers know they will be treated special. One longtime employee said that he felt empowered to pave his own career path and to bring customers along with him. Nordstrom also gives employees on the frontline the ability to make decisions.
Ford
Ford was founded in 1903, and remains a leader in the American auto industry. A Ford division customer relationship manager was interviewed, and she said the company has been responsive by listening to what customers want instead of telling them what they need. The Ford philosophy has always been to focus on the customer experience at every touch point.
Men's Wearhouse
A FastCompany.com article, "They Sell Suits With Soul," shares the story of Men's Wearhouse's record of turning "reluctant shoppers into loyal customers." One top executive said that the company's training curriculum is less about how to sell suits than about understanding people. In addition, Men's Wearhouse believes in "the ability to move beyond the initial customer request and to satisfy a true need."
The Solution
Design Customer Service Training and Make it Happen
Consider the level of customer service your organization provides today. What might you consider in the way of training for employees so they feel the kind of empowerment that leads to cutting-edge customer service?
Assessment must be a part of your customer service methodology. Some assessment firms indicate that finding the right operational targets and customer satisfaction information to determine where service and delivery integrate is key. Next, design a CSR training program that builds service levels to satisfy your customers; this will have a direct bearing on your organization's productivity and profitability.
Vital Learning, in conjunction with your training representative, offers a variety of customer service training programs. Each program is flexible to fit your needs and provides both traditional classroom-based and online options.
STAR Service is a powerful, four-hour program that teaches participants how to achieve the following:
S: Sync up with customers
T: Target customer needs
A: Assist customer needs
R: Reaffirm assistance and the relationship
The STAR Service program offers maximum training in a short period of time to improve CSRs' consistency and create positive and memorable experiences for your customers. It also helps increase customer retention, expand business relationships and drive increased customer referrals.
Vital Learning's Winning Through Customer Service program offers four modules to train participants about professionalism that leads to a proactive, problem-solving culture. The program also focuses on communication skills while using a structured process/model for conducting customer service transactions. Furthermore, participants practice strategies for appropriately dealing with difficult customer situations.
Two complementary online programs, Delivering Customer-Focused Service and Dealing With Difficult Customer Situations, allow organizations to deliver training as either stand-alone, self-paced modules or blended learning to complement to the classroom-based programs.
There has never been a more compelling time to keep your organization moving and on the cutting edge with customer service training.
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