Are Soft Skills Programs Effective for Office Boys Struggling with Low Pay? Let's Discuss

Dear All,

Just want to know, how beneficial is it to organize "Attitude Management, Culture, Motivation, etc." programs for Office Boys? I had a lengthy debate with my training manager on this topic. I expressed that these soft skills are necessary for them. However, Office Boys are individuals who are struggling for very minimal pay, and salary is a significant issue.

My standpoint is, "If the basic needs are not met, soft skills programs are ineffective." What do you think?

Regards,
Amit

Dear Amit,

I do agree that office boys may not respond to a soft skills training program since the motivation factor for them is money. But training is imperative even for them, not just for soft skills but also on the way they dress and greet employees and guests in the organization. Personally, I think that if housekeeping staff is treated with respect, they will respond positively and you won't really need to train them.

Regards,
Wooster

Hi Amit,

A soft skills program is definitely good for office boys. In fact, they should definitely be trained in proper office etiquette. Giving them the knowledge (without hampering their duties) is definitely a boon to them as they cannot afford to get it otherwise. Knowledge is priceless, and it would help them throughout their life. It's a good thought, just go ahead.

Hi Amit,

Good inputs! However, I am not satisfied. Could you please let me know how many people will turn up if I organize a session today at 5:30 PM on communication skills? Keep in mind that India and Pakistan are playing in the World Cup final today.

Looking forward to your response.

Best regards

Hi Amit,

A good debate has started. I agree that for many boys, money is a motivator. However, giving them respect and treating them well will lead to a positive response. In terms of training, it is beneficial for your organization as well. It is important for them to understand general office etiquette. Therefore, you should consider this for your company. It will be beneficial for both parties, but it should not be on a cricket match day.

Regards,
Shilpi

Hi Shilpi,

So, you agree that a cricket match is more important than training for office boys, right? Now, tell me, an office boy has to arrange money for his child's school fees, and today is the last date. Should I expect his presence?

Remember, folks, I am not against training, but I think it should be given when people are in a receptive mode.

Regards,
Amit

Hey Amit, they wouldn't come to you. I don't think they at least understand what soft skills are. We will have to approach them only when they are at leisure. Start off informally, like while having coffee, sit with them, build a good rapport, let them trust and realize you. They are not all that educated to understand formal training. Explain the importance; it would take time but definitely not tough.

I agree with you, Sari!

I think this is the better way of conducting training activities. But my question is a bit different: "Will it be good to give them inputs when their basic needs are unanswered?" Remember, their average salary is around 3000/- PM.

If they are made to realize that this is an additional benefit (apart from the salary), I think that should be all right.

Hi Amit,

I don't know about "Chak De!" I didn't watch it to comment on it.

We have three office boys at our office. Last time when one of our clients visited, one of the office boys carried three uncovered coffee cups. In fact, he didn't count the PM who was with him and went back to get one more cup. This happened many times. I realized I should help them.

I called all three boys, asked them about their duties and timings. They all said they are free from 5 to 5:30 after the tea break. I went to the canteen, sat with them, had coffee, and explained the importance of etiquette to them. I told them to get a new set of cups with saucers, explained how to analyze the number of people, how to greet them, how to open the door, and how to clean up once they are done serving the tea (including the time duration to take back the cup). I didn't tell them that this was all training. They haven't realized it yet, but they are doing a lot better now. In fact, it is not a one-day or two-day program. You need to have a lot of patience, especially when talking to them. As and when required, it's all about mutual trust and respect. In fact, our office boys are paid Rs 1800.

ALL THE BEST

Dear Amit,

The issue is not to give the training for the sake of improving performance. It is, in fact, needed for the performance of the job itself. Mannerism is a critical matter for the person working at this level, and he should learn the same and also practice it without which there is no meaning of having a person there. This is the core issue of the problem. If you tell them your training is to improve their performance, maybe they won't understand the need for the same. However, if you tell them and convince them that this is the basic requirement to ensure being in the job, they will understand. Your concern that only 3000rs is their salary itself is the strength of this issue. A person with such a low salary and coming from such a background would not have learned the need to wear neat clothing when in a professional environment (for example). Here is where you have to play your skills.

Coming to the timing and day of your training session... Yes, no one will turn up during an India-Pakistan final day... but it is not the people to be blamed for that... the HR guy who does not know the meaning of training should be blamed...

And every day everyone will have urgent work... Do you think none of us have any work so that we are attending the office...

By the way, are you from HR or happened to be in HR?

Sunil

Thanks, Sunil,

Well, for your information, I have been working in HR with a leading software multinational for the last 3 years as Sr. Executive - HR. But why did you ask this?

Regards,
Amit

Hi Amit,

This kind of people is mostly rigid; they do not understand or resist understanding training. You would hardly find them in a learning mood. They just understand money. There are also many office boys who are never satisfied. Even if you give them training, you have to do it continuously. But remember, if they find that such programs are not providing them any benefits or fulfilling their needs, they will lose trust and behave the same way again.

In my company, I have an office boy who has been serving for the last 12 years. The boss is not willing to give him a high increment or take him on a company role. In turn, he is not willing to do other work; he only does the boss's job. I tried to change him a lot by talking to him about his family. Then, he changes for 1-2 days and again behaves or does the job unwillingly. Since he has been working for many years, the boss is also not willing to terminate him. He is getting only 3500/- and always says bluntly, "if my salary is not increased, I would not work more."

So, I think changing this kind of person is difficult, or you may have to make a drastic decision and look for a new boy. For training, you may try to understand it.

Thank you.

Hi Amit & Sari,

The debate is on providing soft skill training to office attendants. I just want to mention one point that I have worked as a Training & Development manager in a company for 4 years. I have seen that even senior officials take the soft skill trainings for granted. I faced several such problems where they were ready to go, also attended the training and then while giving the feedback they say (informally, not on the feedback report), it was a good picnic... In such cases, I can't understand how to deal with them, or how to correct their attitude towards training.

Please suggest.

Priyanka

Dear Friends,

I think firstly the issue of Cricket Match is just an unnecessary diversion. The whole of India - Chairman to Chaprasi come to a standstill when Cricket is on. The issue is - do office boys need training- The answer is Yes. Why Not? Call it soft skills - etiquettes training, etc. Whatever.

When you go to an office of another org, you tend to notice everything about the org - the ambiance - the attitude of staff - the etiquettes, etc. A well-mannered, well-dressed office boy can make a lot of impact vis-a-vis a shabby and ill-mannered office boy. So if he is a part of your org, why not train him to do his job well? It need not be at 5.30 pm. Find some suitable time. If the most indispensable managers and executives can be taken off work for some training, why not the other office staff??

It will definitely make him more motivated and responsive.

Hi,

Office boys come under organized workers; they have this ghetto mentality. I don't feel that office boys will be very receptive to this training if they don't see any benefit in terms of money for them. Check who their leader is; they must have one. It would be easier to negotiate. Tell them that if they perform well in this training, they can get a hike, but don't make false promises, okay? Use more IR than HR skills.

Thank you,
Octavius

Amit,

Most of them are people who need support. When you train with soft skills, they definitely see a mentor in you. They feel motivated.

We have a guy who just passed SSC and joined us as a housekeeping boy. He used to do, apart from filing papers, going to the bank and office. He showed interest in learning computers. Gradually, he learned MS Office. Now he handles email, and we have promoted him and put him on the payroll. It all happened in the span of 3 years. Now the same guy handles some key back-office routine jobs. He has now cleared +2. We are now sponsoring his graduation program.

This has led all other housekeeping guys to be charged up and give more at their work. They are all keen to learn soft skills after office hours. I am amazed by the quality of work and energy level they have. Of course, we don't have frequent turnover, and the boys prefer our office even though they are fully loaded with work, keeping in mind that they have someone for them.

Regards,
Vishwanath

Just want to remind you...

I have not organized any training, just wanted to present a hypothetical case study. So please avoid personal comments as Sunil commented.

I am really overwhelmed with the replies I am getting.

I do regard all the suggestions and understand that training is very important for all the folks. You can also refer to my earlier post saying the same thing at <link no longer exists - removed>.

I was given lots of suggestions on this topic too that I am sounding very negative in the attached PPT, but I wanted to address the actual issue in the post rather than manipulating the things.

Thanks a lot to all the members who replied.

Regards,
Amit

Hi Amit,

Before providing any training, an aspirant should be aware of the benefits he will get after training. If the person does not understand the value of the input, then there is no meaning in any training.

I would like to tell you that I am working in an IT company where a number of clients come every month from the US or UK. In this situation, it's very hard for the office boy or driver to understand their language or what exactly they want. So, the company has organized a program for that, and they have improved themselves. They may not speak fluently, but they can understand and reply to guests, leaving no communication gap.

It's an example of how a person perceives things. Success will be there if passion is present.

Thanks,
Ankita

Hi Amit,

I have not commented anything personally against you. I just inquired whether you are from HR or not. Why do you take such an inquiry so personally? Anyway, if you had created a case study, please, my friend, the work is not done from the right perspective. Please don't take it personally. It is only my viewpoint and just a comment. You had made a good attempt, but more background work would make it perfect.

All the best.

Thanks & Regards,
Sunil

Hi Sunil,

I appreciate and regard your view, thank you very much for your reply. The idea behind organizing an event on "Cricket Day" was to understand what people prefer - "Development" or "Enjoyment". I understand the obvious answer to this would be "Development with enjoyment", but I am not satisfied with that. I believe that people should enjoy gaining knowledge, rather than gaining knowledge while enjoying.

For me, if there was a program on SAP or HRIS at the same time, I would have chosen to attend that over watching a cricket match. Of course, I like cricket, but I am passionate about self-development.

Anyways, I apologize if my inquiry about your statement caused any offense.

Regards,
Amit

Hello Amit,

Here, the issue is not Cricket vs. training or important tasks like deadlines, such as children's fees on the last day against the training session. When you want to educate someone or want to inculcate particular knowledge in someone, it is not an overnight thing.

As far as training is concerned, you can expect a person learning technical things to produce results immediately, but a person going for soft skill training takes time to implement the learnings in routine life. So, the thing is it's a long-term process compared to other trainings, especially when it is with ground-level employees. You can certainly motivate them to learn all those skills and office etiquettes by providing the training during their working time and offering some small monetary rewards.

Regards,
Anal Shah

Hi,

I tried the same with my housekeeping boys. Initially, they responded in a positive way, but after 2 classes, I noticed that they were not very interested in receiving training on soft skills. Their sole intention is only to make money. Some may have an interest in climbing the ladder quickly, but what truly matters is "interest"! You cannot expect them to become big shots, but you can train them in the following areas:

1. Personal hygiene and maintaining hygienic surroundings.
2. Greeting other employees.
3. Time management.
4. Ways to improve dedication towards work.
5. Positive thinking.

These points are the maximum that I believe can be instilled in their minds. They may seem too small for others, but that's what they are capable of.

I do not mean this in a negative sense, but it's a realistic assessment of their capabilities.

Hi Sunil,

I appreciate and regard your view. Thanks a lot for your reply. Thanks, Amit, for your positive approach and understanding in this matter. That should be the spirit required for the development of anyone.

Seeing the concept of organizing an event on "Cricket Day" was to understand what people prefer &ndash; "Development" or "Enjoyment." If you look into Maslow's theory once again, you will gain more insights into this matter, and you yourself will have the answer.

Now, I know the obvious answer to this would be "Development with enjoyment," but I am not satisfied with that. I prefer that "People should enjoy getting knowledge rather than getting knowledge while enjoying." You have that high level of maturity and achievement drive, which cannot be expected from others. Mother Teresa loves to be with underprivileged people; we cannot expect the same from Aish. Look at the other aspect &ndash; what is the purpose of knowledge if there is no enjoyment. It is the individual priority that determines which way one looks at the same.

For me, if there was any program on SAP or HRIS at the same time, I would have been there rather than watching a cricket match. Of course, I like cricket, but I am passionate about self-development. Again, I know a few colleagues of mine who are excellent in their work but they work in an NGO, and given any opportunity, they rush to that activity. I always find it difficult to get these three guys for any company-sponsored get-together because for them, NGO activity is dearer to them &ndash; people vary.

Anyways, I am sorry if I hurt you by asking for clarification of your statement. Come on, man, we are here to help each other, and even if you hurt me for a good cause, I don't mind at all.

KEEP GOING

Regards to

Amit

from Sunil

I think if we can show a career graph to office boys also, there may be a change in their attitude. But whatever it is, money plays a main part. Let's not think of office boys; most of the professionals in big designations too have this kind of attitude, maybe the range may vary.

Kiran

Dear All,

This is a great channel for HR people to exchange and share ideas. This is a topic for which we need to think about change, after all, we are all change managers.

- Sanjukta

Hi Amit,

Corporate training should always have certain objectives, and these objectives should align with the organizational and individual goals.

If the objective is only to teach etiquette, office boys may not be motivated. On the other hand, if we explain to them that by learning these skills, they can increase their income (e.g., by working in clubs on weekends) and that the best office boy will be rewarded, then they will certainly be motivated.

Training for office boys can also include providing them with skills to take on more responsibilities such as handling bank work, typing, filing, and stock maintenance. This will enrich their job roles and make them eligible for better pay!

What do you say?
Alpana

I do agree with you, Alpana. My point of saying is, "First, basic needs (Maslow's theory) should be addressed, and then we should develop other skills." Regards, Amit.

Hi Amit,

Both go hand in hand. You can't just concentrate on needs based on the hierarchy given by Maslow!! In an organization, basic needs can be provided only based on the contribution from individuals.

Alpana :lol:

Dear All,

Attitude is the outcome of thoughts. First, try to develop a positive thinking approach in the support staff. Give them direction and decision-making on small issues, then you will see how well they deliver, and money matters will decrease. Obviously, it cannot vanish.

Good Luck!

Regards,
Fahd (Pakistan)

Dear All,

I have gone through the discussions, and I personally believe that the office boys are the first persons who come in contact with the visitors and other third persons after the reception area. They too need to have good etiquette and mannerisms as it will add to the overall good image of the company and help them to grow. Not everyone may be interested, but you will help in growing one person. Office boys should be given training.

Bhavna

Imagine the day of an HRIS audit/group presentation, and the office boy most acquainted with your requirements is on leave.

We go through all those things that make us think of kicking him out. The next day he gets a lot more than expected.

Now, who needs soft skills? We don't want our boss to do it with us. We want office boys to respect guests, work hard, listen to every single word from us, and much more like us. We don't even think they are coping with a hundred moods and temperaments, and that too with a calm and fresh mind to some extent.

Can we do it having undergone a number of training classes? Somewhat difficult, right?

Well, that's because of a lack of self-awareness. Chances are there that the soft skills-trained office boy could become egoistic, sometimes over-smart in our view because we don't like juniors smarter than us. This is not an assumption but proven in the field.

Proven solution: We should try to give them better working conditions, what we expect for ourselves.

Though we cannot expect excellent work from them.

Send a thought of the day or mail to all your employees to appreciate the timely and effective work of the office boys. Do not threaten them for mistakes but make them aware of the consequences of repetition.

Final touch:

Be diplomatic.

Take care not to teach them diplomacy.

Money is an issue, no doubt. However, they need to be taught the basics of personal hygiene, grooming, behavior, and communication with other staff, etc. This is a must.

You may not approve of an office boy with tobacco or 'goa' in his mouth, keeping his shirt unbuttoned, wearing dirty and discolored pants due to muck in the lower portion, and talking to you. Training is essential as they are brought up in localities where these behaviors are considered fashionable. Some people may not be able to adjust and may leave on their own. Pay a better salary to others who have made changes.

Thanks,
Shiv.

Hi All,

I do agree with Sari. I think money is the only motivator for them. However, soft skills training is inevitable for the MNC's, especially as there are clients who look at every minute detail when they enter into a business. When they visit your office, they also observe the office employees' etiquette while deciding whether to choose your office as their business location. I believe that the office boys would be the first to serve them, followed by our employees. Therefore, it is necessary, but I agree that it should not be done in an informal way.

Regards,
Nisha

One of the mandates in HR is development. Everyone within the organization should be included in this. Today's office boy may just be your boss tomorrow, bear that in mind when marginalizing/compartmentalizing staff. Investing in human capital should be the number one criterion of the company.

Go for it! Kashmire.

Got it PVQ,

Just read the post again. I am not against their training, but I just prefer to address their basic needs first and then their development needs... What do you say?

I agree with Amit. Giving training on soft skills won't work out with office boys. Their main intention is to earn money. We can train them regarding their related works. For example, how to greet employees. We can teach them office etiquettes which suit their profiles.

Cheers,
Veena

A lot has been taken care of in the loop.

All that one can draw out is: Keeping in mind all your Maslow's and technical fundas, money has to be kept in mind while dealing with office boys. Still, the point is proven that office boys can in no way be ignored as a part of our organizational team. Thus, if all are getting their salaries, all should receive their share of training as well.

We, in HR, have to understand the human mind. If English can't be spoken in Hindi, let us learn English. One of the ladies in the loop provided a tremendous solution, starting by offering 'informal training' to such employees, so that they can learn things without 'wasting' their important time on formal training. Once you can explain to them the importance of all such behavioral trainings and help them understand that this will assist them in securing better job opportunities (whether here or elsewhere), they may show some interest, even if it's just a little bit to start with. But I think that's more than enough for them.

Cheers!!

Parul

This is a great idea. However, their training session should be conducted on a more informal note with lots of games, etc., and rekindling a sense of self-respect in them. This will make them feel that they are also valued as human beings.

I think training should include attire etiquettes, behavioral mannerisms, etc. It would be better if such staff are provided company shirts or t-shirts; this will help improve their appearance and address any issues with their attire.

My personal feeling is that knowing basic etiquettes is vital, whether you are an office boy, housekeeping staff, or any other personnel. Since we are more qualitatively educated, we possess this essential knowledge. However, not everyone may have had the same opportunity. It is absolutely required.

Organizing and measuring effectiveness are more important and challenging. Plan, plan, and plan. Why call for such training haphazardly? Plan it in advance, keep everyone informed, and proceed. Whether it's a child's school fee or a cricket match, make them feel and realize the importance of the program, and just wait and watch the response you get from them. Amazing, dear. Go ahead.

Hi All,

I agree that it's very important to impart some soft skills to office boys, especially since they may not show much interest in them. An HR manager can address this by first explaining the benefits of acquiring these skills and the personal development that can result from participating in a training program. Additionally, a plan can be implemented where those who acquire these skills will receive a raise in their current position.

Thanks and Regards,
Sumeet

Training for Office Boy... Interesting. If the training covers office etiquette, time management, conflict resolution, and service orientation, then it can prove beneficial to their effectiveness.

According to me, the following points can be considered:

1. Timing Of Such Training: Close to their increment, as they will be in a state of anxiety and more likely to demonstrate positive behavior.
2. Language: Training should be imparted in the local language that is easily understood by them.
3. Duration: Such training should be scheduled for no more than 2 hours at a time, preferably between 3 to 5 pm on a Friday or working Saturday.
4. Benefits: All office boys should receive a letter of participation at the end of the session, along with a vote of thanks.

And voila! You will have a team of office staff all pepped up and feeling worthy... very proud of the Company.

Hi Amit,

Talking about the cricket match and stating that the office boys will not be interested! Forget office boys, how many executives would also be interested in having a training program at that time?

To state that office boys will not be interested because they earn less is something I would not agree with. You already have a preconceived notion that it won't work. Firstly, you need to be positive.

As a consultant to an organization, I had suggested that we train waiters who were unionized by giving them an incentive. The incentive was to call them after their duty timings and give them overtime. The program was a great success. The staff's productivity went up, customer satisfaction improved, and most importantly, the waiters were charged up and totally motivated after they went through my training program.

So look at what makes them happy. How you present it to them, how you motivate them, and how you lead them up to the program and after the program are very important issues.

Regards,