Training--More of a Bottom-Line Issue Than You Think.

I once followed a panel when I spoke at a bank presidents' convention where one panel member shared with the group I that he doesn't train people because he's afraid they might leave. Here is a scarier thought--what if they stay?

Research by ASTD has proven that training is the highest return on investment transaction in business today--higher than investments in equipment, buildings or even technology. Knowing that, you cannot go wrong on an investment in training. However, the way in which you deliver your training will make a huge and measurable impact on your profitability. So, how do you get the best possible return on investment from your invested dollars? Here are five tips on how to maximize your return and get the best change of behavior.

1 Know what you're trying to change: A good place to start in your training assessment is to ask yourself, "What exactly is the problem?" Is the problem an issue of the people not having the skills, or is it an attitude problem? A good question to ask to get to the source of the problem is: "If a gun was held to their heads, would they be able to do what you're asking them to do?" If the answer is yes, it is not a skills training issue; it is an attitude issue.

Most training needs to address both the skill set deficit along with the attitudinal issues that get in the way of the employee committing themselves to doing what you're asking, and doing it with passion and soul. However, based on which is more of an issue, you should alter your training approach. See tip #2.

2 Use the right method of training: You want to use the most cost-effective method of training that gets the best results. Often, managers choose training methods because they are "hip" or new, only to later find that the results were less than spectacular.

Start by asking if your primarily goal is to change skills or change attitudes. Skills can be learned through books, facilitator-led training sessions and CD ROM training. Changing cultural issues, such as customer service or sales culture, however, can best be learned by group training sessions and have minimal results from individual training methods.

Think of it this way. People are very driven by peer pressure. If an entire group is sitting together and examples of horrible telephone techniques are discussed while group members laugh and commiserate about how awful those types of behaviors feel when you're a customer, it's a little difficult for an under-performer ...