Business Excellence, Management Systems
Kanika Kapoor
Soft And Behavioural Skills Trainer

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Dear All,

I am with a .com industry now, in client servicing vertical, working as training co-ordinator,

We use to organise refresher trainings on our services to give them knowledge about services,
How to convince client, what are benefits of our services etc..

Basic knowledge they hav already as new recruit undergo to induction training what is 7 day long,
then they start working,

Here my concern is that in last some weeks we are noticing drastic decrease in attendance,
perhaps they losing interest in refresher, or they are thinking that they know all,,

So kindly help me how we can improve trainings?????
and what could be the possible reasons which r responsible for their disinterest??

Again i would like to clear that they gone through the basic trainings, they have started working on the same services, now we are organizing refreshers where we facing this issue,, where senior person are suppose to talk about the services, so that they can talk with more conviction,

Meetu Singh

From India, Delhi
Hi Meetu
In my opinion any training program works on following principals
a. Participant needs to be convinced that he/she is getting some newer knowledge.
b. If it seems repetitive, the keenness world go down. So there has to be a connect.
Try getting new role plays devised. you will have to think out of the box.
Rajesh mehta

From India, Delhi
Thank you Mr.Mehta,
Got your point, exactly same is happening with us,,
But management want to organise trainings based on services only,
coz they want to see sudden rise in, revenue and sales,
We could evolve some behavioral training also but that may require professional trainers, and we do not have that budget, Coz in refresher trainings we ask vertical heads or regional heads of the certain service to lead program,
And they only could talk about particular service or product,, as they are proficient in service selling,,
1 thing i noticed that participants are sales persons and very much occupied with the work,
and continuosly persuing their revenue target,
so they just do not want to cum to corporate office and give their time as they think they may go on sum meeting instead,,
So what kind of training programme can we think of, to develop positive attitude toards training,
Thanking you

From India, Delhi
As a matter of fact, we conduct many training programs in our training center with internal trainers, good attendance is a problem there too. Contrary, attendance is not a concern for external trainers conducting trainings at our training center. This may be one potential cause at your organization. You can try with external trainers. “Ghar ki mugh dal barabar (Hindi)” syndrome may be working.
From India, Bellary
Hi Meetu
If its the sale team than you have your work cut out for you. But you will tread into unchartered waters for that. For next training do something drastic and opposite of what your objective is.
The underlying fact which every sales guy believes like a gospel is " Company is not bothers about our feedback and voice of the customer" . Now its your job to prove them wrong. In next session encourage them to speak, teel them its new initiative by management to reach out to and hear what client says ( who better person to answer than the sals team ) Allow them to went our their feeling for some time. Note all the points conciously and let them feel that it is two way street. You will see them warming up to the task in 15 minutes. After its done and by than you have their complete attention is the time for you to launch your actual program. Ask for their ideas and suggestion. Hope that should work.

From India, Delhi
Really Sir,
It may be potential reason for taking our trainings casually,
But at this point we do not have budget to invite external trainers,
And whoever are taking as of now those are proven professionals of our company,
But as they are also sales professionals not certified trainers,
So they may unable to conduct lucrative programes, though they have tremendous knowledge of the subject,
perhaps when it comes to transfer the knowledge,,,they may not be found effective,
So can we provide them some input?,, to make program attractive and crispy,
or how can we read participants what repels them??,
Though i take feedback at the end of the program and they give satisfactory rating always,,
So nothing is coming out why they losing interest..

From India, Delhi
Why we have to transfer the knowledge? Organization wants it, or the employees want it? Knowledge transfer in one-way is very ineffective way of communication. One Chinese proverb says "teacher appears, when student is ready". Your employees are not ready for knowledge inputs, I do not know WHY. You have to fiind out why they are not ready. Once they are ready, however boring trainer or training may be, they will learn.. it's a truth.
From India, Bellary
Dear Meetu,
You may try the following:
-Keep duration of refresher training 1-2 days
-Share some feedback (per-evaluation) before starting the session (so that the employee knows y he/she is made to sit thru the session)
-Also you may follow the style of "ask rather than tell" (Ask questions and make them explain)
-You can also ask them to prepare presentations based on previous sessions and make them present and finally you can summarize.
-Add some activities
-Provide some chocolates/gifts to candidates/groups who present well...etc
Hope it helps..
Kanika Kapoor

From India, Delhi
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