"Why train 'em? They'll only leave!"

Those were the very words my department head Lenny, said to me some decades ago when we told him we wanted more training. Can you believe it? Of course you can. You've heard the same thing from bosses yourself.

This was misguided then and it's even more so now.

We're coming out of a very tough period for most companies. Everyone knows that when budget cutting is on the table, training gets the ax first. So what's new?

According to a new study published in the Harvard Business Review and highlighted in the Kansas City Star, high achievers who are 30 and under are abandoning ship in droves with an average stay of 18 months. Why? Simple. Lack of training and mentoring for growth.

Imagine that? Young workers want to grow and develop? Isn't that what every management guru since the beginning of time has been telling would-be managers? "Your job is to grow your people." Didn't managers get the memo? Evidently not.

People who have been following the discussions about the millennial generation (Gen Y) have decried the fact they grew up thinking everything they did deserved a "good job" and they all got a prize. But guess what, the reality is that every employee needs and deserves the chance to grow and develop. This isn't a new phenomenon. We are Homo sapiens -- the thinking ones. These young workers are just acting on what is deep-seeded in everyone. We want to learn and grow.

Although my old boss is long gone, his attitude isn't. Here are a few ideas to reverse the trend.

1. Spend time with all employees finding out what their interests and talents are.
2. Figure out how to develop those interests and talents for mutual benefit.
3. Provide formal and informal training and mentoring.
4. Encourage individual initiative and growth.
5. Be ready to say "goodbye."

The best boss I ever had was Joe Caccavo. He reported to Lenny but he was not going to allow his views to affect our team. Joe developed a team of dedicated people who would have followed him to the ends of the earth. (Note: we were also civil service and unionized. Joe could not give us promotions or raises.) So how did he do it?

1. Joe spent time with each of us just talking. He was genuinely interested in understanding our aspirations and talents and then doing what he could to fostering them.
2. Joe kept looking for ways to give each of us opportunities to develop our talents on the projects we worked on. He allowed us to try different roles and tasks and discover where our real contributions lay.
3. Joe set up "lunch and learn" sessions in the conference room one a week. They were voluntary but we never missed a one. He supplied the pizza and the knowledge. There was no budget but he found some local professors who were willing to come in once a month and give us more advanced training -- roast beef sandwiches on the menu for those sessions!
4. He encouraged us to take additional courses on our own and join professional groups that provided educational programs. He attended those meetings with us and helped us network. He let us know when we made mistakes and inspired us to correct them. He was no "softy" and knew how to deliver tough love when we needed it.
5. No one wanted to leave Joe's team. But Joe knew we needed to move on if we were going to continue to grow and develop. When I went to tell him that after 5 years I was going for a corporate position, Joe was thrilled. Because Joe had supported my development, his team had 5 years of results that benefited the organization. Other teams seldom kept people more than a year (yes even in that protected world.)

So which sort of boss are you? Joe or Lenny? I always tried to follow Joe's example and I still encourage my clients to do the same. If fact, my first advice when times are tough and budgets need to shrink? Increase training! After all, if you want people to do more with less, you need to train and mentor them to do that. Otherwise, they'll hit the road as soon as they can.
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(c) Rebecca Staton-Reinstein, president, Advantage Leadership, Inc.
Author: Conventional Wisdom: How Today's Leaders Plan, Perform, and Progress Like the Founding Fathers. (This link takes you to a special page for a special offer not available publicly.)

 

Customer Service Ain't Dead Yet! 3 ways to make it work!

When the phone rang late one afternoon, I was surprised to hear the appointment person from the diagnostic center on the other end. She was calling to find out where my request for records was. OK, let's back up.  

I recently changed doctors and, because the medical industry lives in the 19th century, I had to take care of getting my medical records from Dr. A to Dr. B. When I did this about 6 years ago, I ended up transporting them myself. I'd called the diagnostic center, talked to a very helpful woman I'll call Rose and she said she'd fax me the request form.

Somehow the request form got deleted on my end but I didn't know. So at first I was surprised to get Rose's call. No problem - she'd send another one. OK - first surprise; she had followed up. But it gets even better. She gave me a direct phone number to call when I faxed the form back. She told me to tell the receptionist to come find her as she was usually away from her desk. OK - second surprise.  

When I called Rose, the receptionist said she'd go find Rose. OK - third surprise. Then I heard the receptionist put down the phone - no holding muzak hell - and after about 5 minutes Rose picked up the phone and proceeded to find the form, check it, and assure me she'd get the records sent that day. All pleasant, all helpful, and all the extra mile. OK- fourth surprise. 

I know this facility well and have been going there for almost 20 years. It's a very busy place and I'm sure lots of demands on the staff. But Rose took those extra few minutes to take care of a patient as if it mattered.  

I could fill this blog week after week with stories of bad customer service. My business takes me around the world and like any traveler I have horror stories to relate. But that's hardly news. Rose was big news.  

Here's how companies could replicate Rose:

1. Hire for people-skills talent: Anyone who has flown Southwest Airlines knows the result of this rule. Let's face it, the job of flight attendant is tough and only made more so as airlines continue to treat passengers as a pain in the *%# as they cut back on everything except new ways to charge you for the privilege of getting from point A to point B. Instead, those folks at Southwest keep cracking jokes, singing, smiling, noticing, and doing everything they can to make it a pleasant trip.

Rose genuinely cared about people. In spite of the volume of work, she kept up with the requests and when mine didn’t appear, she called. This is different than going through the “have a nice day” check list.  

2.    Involve people in devising better systems to serve customers: The folks who know most about what bugs people are those on the front lines talking to them every day, whether the local barista or person on the phone in a far-off place. Ask them. Let them come up with a way to solve the problem or suggest better ways to help customers get what they want. 

Rose had come up with her own system for making sure patients/customers got what they needed. She convinced coworkers to make sure they let her know when someone needed help and she wasn’t available.  

3.    Recognize talent and let people ‘teach’ others: This institution happens to have a great reputation and sends staff through training for many things. However, each unit and doctor is responsible for additions to the ‘corporate’ initiatives. Savvy managers know they have valuable employees who figure things out and take initiative. Why not recognize that initiative and allow the exceptional person to ‘train’ the others? 

Rose set an example for other people. Caring is contagious. (Believe me; folks outside her area in other parts of this vast medical complex are not like Rose – just the ones in her little corner of the universe.) She took it on herself to see that other people were in cahoots to deliver exceptional service. 

So hats off to Rose! Thanks. You remind me of a young man in the Shanghai lost luggage department for an obscure airline…He called me long-distance a couple of times on his cell to find out if my luggage had been located as I made my way back from an extended trip to Asia. Meanwhile, the main carrier seemed to have trained folks to be as rude and unhelpful as possible…but that’s another story. Today, we’ll glory in the Roses of this world who take a few minutes to care.

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©Rebecca Staton-Reinstein, president, Advantage Leadership, Inc.

Author: Conventional Wisdom: How Today's Leaders Plan, Perform, and Progress Like the Founding Fathers

No great historical links to the founding fathers in this post. Their letters home from the Constitutional Convention hit on all the same themes of poor service business travelers harp about today; poor food, inflated prices, lack of convertible currencies, inadequate expense budgets, slow reimbursements…plus they had to share rooms and sometimes beds with fellow (snoring) delegates! So maybe our complaints aren’t so bad.

Why does Asia keep eating US lunch?

I've just returned from a wonderful week working in Kuala Lumpur, Malaysia. If you've been there, you know its charms...if not, put it on your bucket list. My trip there was not just to revisit a favorite city or to purchase some lovely batik paintings from 2 artists I met there in 2009 or to eat too much great food or even to enjoy the 100+ bear statues contributed by every country in the world.

No, I was there to work with 14 CIOs and IT executives representing Malaysia's major economic sectors; banking and finance, oil and gas, government. These 5 men and 9 women were there to learn how to initiate and implement successful major changes in their companies. (The vast majority of such initiatives fail primarily because folks focus on technology and not on culture and people.)

These leaders were sent by their companies to make sure they were growing and developing their capabilities. And this is where the lunch eating comes in...Their companies were growing and developing their capabilities.

Meanwhile back in the States and Europe the usual scenario is continuing to play out...tough economy? Training and travel are the first things to go in the corporate budget...after all, they are overhead. Forget all the data about the real ROI for investing in training and professional conferences, just cut them out and save a couple of bucks.

I spent most of November in Korea, China, and Singapore -- economies are booming -- just walk down the street and feel the energy -- and seminars are also full of people eager to learn to enhance their management skills.

Oh, and another thing...in any public seminar or even those conducted for companies on site, people end up not showing at the last minute - busy or boss told them they had to stay and work on a project. In all 4 3-day seminars, only 2 partial absentees. And one more thing, people in the US always leave early, especially the last day. They blow off the last half day. In Asia (where I've been working since 1996) they want you to go beyond the scheduled end time...even on the last day.

The point I'm trying to make is this: Asian companies and governments are investing in their people. They are promoting growth and development. They're bringing in external experts and exposing employees to the best practices in the market place. They understand they must expand their company cultures and embrace change and encourage innovation and creativity. They know if you want people to "do more with less" you must train them and support them to do it.

In the US the opposite is the norm.

When I was first beginning my career, my department head was asked to train us on the latest management practices and technology. His response? "Why train 'em, they'll only leave!" Well, of course people did leave...because they couldn't get any training and couldn't develop.

Lunch anyone?

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(c) Rebecca Staton-Reinstein, President, Advantage Leadership, Inc.
The founding fathers were all great believers in education...so are today's strategic leaders
Conventional Wisdom: How Today's Leaders Plan, Perform, and Progress Like the Founding Fathers

Are companies shooting themselves in the head?

Bersin and Associates (1) have published a study highlighting the changes in corporate training and development in 2010 over 2009 and earlier. The changes are a mixed bag of slight improvements and further decline. Overall:

• Training budgets dropped 21% between 2007-2009 but are now stabilizing
•  Average employee hours spent in formal training was 12.8 - 16.2 hours
•  Average spend per employee was $682
•  Percentage spend on leadership development rose 24%
•  Instructor-led training dropped to 60% of all training hours
• Percentage of organizations using blogs and wikis for learning was 14%.

Jefferson UVA

Smaller companies were increasing training (up 1-3%) while large companies were still on the decline (down 1%). Supposedly, improvements from the prior year show a ray of hope since training began declining with the recession. I’m not convinced.

Everybody knows when times are tough, training is the first thing to go. This recession proved the old adage correct again. But is it a smart strategy? If you want people to do more with less, don’t you need to train them to do that?

If you need people who will think outside the corporate norms and come up with ways to help make the company more profitable, don’t you have to provide time, space, and training for that?

If you need every individual to be more responsible and accountable, don’t you have to train them for that?

Although businesses report a new emphasis on aligning the training with the business and making use of all the ‘learning technologies’ and ‘informal learning’ available, is there really any difference?

My observation, and that of my colleagues in the training arena, is that nothing much has changed. Companies still treat the training experience itself as a transformational mechanism. In other words, they send someone to training and then hope they will perform differently. Here’s a recent conversation:

Ø  Client: The training didn’t work.

Ø  Trainer: What do you mean?
Ø  Client: People didn’t perform differently or better.
Ø  Trainer: What did you do to reinforce the concepts from the class? What was your strategy to help the managers perform better?
Ø  Client:????

This conversation has been repeated thousands of times over. At the height of the quality management movement, Japanese managers averaged 40 hours of training a year within a strategic framework of individual and team development.

The common conversation when discussing training options with HR or training managers revolves around the time factor. If a course is designed for 3 days, the immediate demand is to cut it to 2. If 2 days were the norm, cut it to 1 and so on. Why? The time away from ‘real work’ is the criterion, not the content and the context for the training.

Many years ago when I was a manager at a large company, the entire company went through extensive training. The days in class weren’t the end. I sat with my manager before and after the class to set goals that we periodically reviewed and she reinforced the concepts. We discussed the ideas at staff meetings and were assigned ‘buddies’ to help us as we changed the way we worked and managed.

This approach has been part of work with my own clients – where they are willing to invest in the development of their people. The results are always there with this approach because, as Sophocles pointed out, Knowledge must come through Action. One-off training IS just a vacation from work, no matter how good it is deemed by the participant. Without the context, no training, technology, or ‘alignment’ will be successful.

In the Bersin study managers asked trainers, “What does that mean for us in the next 5 years?” This was seen as a new focus on ‘aligning’ training with the business. I see it differently.

Five years from now, will you have the leadership and managerial capability you need to succeed, to compete in a globalized economy, to reach your goals? A paltry 12 – 16 hours a year won’t do it. For years I’ve asked managers if they had any training before they took up their managerial duties. No matter the situation less than 1% were trained.

Most companies, nonprofits, and  government agencies are failing when it comes to developing the next cadre of leaders. The results are appalling management and leadership and the inevitable poor results. People in the trenches often perform heroics so the company won’t go down – which only reinforces management’s bad behavior. At some point it all collapse on itself.

“Are companies shooting themselves in the head?” If companies, governments, and nonprofits (NGOs) want to be around for the long haul they must invest not only in training but in true education – a structured strategy to develop leadership and managerial capacity, to mentor people, to coach them, and to reward great management and leadership, not heroics.

In another context, Thomas Jefferson said, "If a nation expects to be ignorant & free, in a state of civilisation, it expects what never was & never will be." (2)
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© Rebecca Staton-Reinstein, Ph.D., president Advantage Leadership, Inc.

(1)  Bersin and Associates. The Corporate Learning Factbook 2010, cited by Jennifer Rai via Twitter/LinkedIn
(2)  Jefferson in letter to Charles Yancey, January 6, 1816; spelling from original letter