How Can We Train Our Blue-Collar Team on Business Etiquette for Client Visits?

I work for a company that specializes in interior solutions, and we have a total of 90 employees. I'm in the process of setting up an HR department here. Our business requires our employees to visit our clients' locations. Unfortunately, some of our employees (carpenters, curtain fixers, carpet fixers—blue-collar workers) are leaving a bad impression by not adhering to company rules. They are not wearing uniforms or safety shoes, and they roam around the place and use the clients' washrooms without permission.

Importance of Business Etiquette Training

I have been contemplating conducting training on business etiquette to emphasize how important it is to represent our company professionally while visiting a client's place. I have researched this subject but couldn't find proper resources.

Please share your inputs or any training material on the same. Thanks in advance.

Regards,

Before I write my reply, I would like to ask you why you prefer to remain "anonymous"? Your query cannot be a confidential matter. You can conduct the training, but then I doubt whether anything will happen. Ideally, you should appoint one field trainer. He should go along with the workers on a rotation basis and give them instant feedback. Employees at that level take a whole lot of time to change. If you expect them to change with just 1-2 trainings, then it is a great myth.

I have observed that even at the managerial level, participants take the training nonchalantly. Therefore, do not expect these people to take things seriously. Let the training happen. I am quite sure to tell you that your field trainer will have a bag of surprises when the workers start behaving as if no training was given!

When you say you did "research" on the subject, then may I know what you did? How many field visits did you do? What feedback did you take from the clients?

Thanks,

Dinesh V Divekar

In addition to Dineshji's advice, I will only add that you should have a Code of Conduct document and ensure that the Field Trainer is suitably versed to enable him to reinforce the code in the field. Your training should include the importance of employees as Ambassadors of the company, and that their good impressions will result in more business, which will keep them employed. Be careful, though, that the Code of Conduct document does not become a set of rules; policies and procedures (these are separate documents), which form part and parcel of the employment contract and are enforceable. While a Code of Conduct is not a contract, it is a code that is to be followed.

I hope the above helps.

Regards,
Harsh

Thank you for your quick response and advice. Apologies for being anonymous; my name is Disney. When I say "research," I'm referring to the material available on the internet to facilitate the mentioned training. Personally, I haven't visited the worksite; these are the complaints (or feedback) we received from the clients. However, considering your suggestion, I will visit the site to get a clear picture.

Code of Conduct and Training Approach

For some time now, I have been considering a code of conduct, but since most of the employees are illiterate, I was thinking of educating them through a PowerPoint presentation.

Mr. Dogra, the company is not willing to engage an external trainer. In case we decide on hiring, we will get in touch with you.

Best Regards,
Disney

I personally hold a different view on the remedy. Sermons (training loaded with preaching or well-crafted codes) do not change behaviors. If that were the case, many wise people would have advised numerous times "how to be a good human being." The world should have changed by now.

Even a whip boy on-site may change behavior in his presence; maybe some of them would change behavior in parts.

Understanding Worker Backgrounds

The real solution would be to understand the backgrounds of these workers. They are likely to have been brought up in a different environment and lifestyle. Project the company's objectives to be achieved by instilling good behavior in a way recognized by them. Also, in a "What is in it for them" manner.

Make them see a reason colored in their set patterns of beliefs and how that is going to affect their own existence, the way they dream.

Designing Effective Instructions

You need to design the instructions with a little pain. Deliver them as group communication therapy. You are likely to see 60-80% of them change. Among the remainder who have not changed, some will see others, feel left out, and change. Some more again will remain adamant; it is best to remove them.

Your goal will be achieved. We have practiced this several times, especially when it involves workers from less educated, less privileged strata of society.

We have always believed, "No human being wants to fail or fall from grace in the eyes of fellow workers/society." Enable them to visualize with clarity "Why should I do it" in their subconscious. Over time, the culture will prevail with gentle, positive guidance.

Defining Desired Outcomes

Defining the desired outcome, training need configuration, recipient profiling, developing the content, method of delivery, designing the delivery, parameters for measuring, evaluation methods make things happen. The quantity of the above parts of building good communication therapy changes from situation to situation because no two situations are identical.

Many training shops may not agree with this. The reason is, "One who holds a hammer thinks of every challenge as a nail." Many of these training shops have one or another kind of hammer in their hands and propose one or another tin-packed training. No offense meant. I believe that there are good organizations delivering value on desired outcomes. I personally know some of them have done a wonderful job.

Good luck! Wish you achieve your goals!

I fully agree with Mr. Learnever. However, my opinion may help as I am also handling such strata of employees in my company. It is indeed a complex process, but I have always felt that they need us, and that is why they are with us. What matters is the way we are going to deal with them. For this, we need to come down to their very level to know them and understand them. Making them realize that they are not in the wrong hands, assuring them 100% return of their performance, and they will be ready to do anything for you. I have many practical examples that have given me an innate understanding to realize that people work for you not only for financial reasons but they live their little dreams with yours.

Thanks,
Bijay

Corporate Image and Employee Conduct

This is a matter of concern for the company since it concerns their corporate image. We faced this challenge while doing interiors for the home of the CMD of a well-known bank. The site supervisor arranged for the uniform, time scheduling, and proper housekeeping at the site, creating a positive image of the company. The site supervisor played a pivotal role. Workers need to be educated on the importance of and motivated to follow discipline and etiquette on the site.

Another MNC has also made similar efforts to groom their blue-collar employees on the theme of being brand ambassadors. They were trained by professionals, keeping their cultural background in mind and understanding how this change will help them personally in addition to their professional work. They showed pictures and videos of pre and post behavior. Though results will come slowly, repeated efforts will set an environment and produce a spill-over effect.

Regards,
Dhiren Vyas

If the workers are illiterate, then I am unable to see how a PowerPoint is going to work. You need to bring them in, sit them down, and discuss with them the fact that they need to wear the uniform, why they need to wear the uniform, how it helps the company, etc. You need to also ask them if there are problems with the uniform and then address those concerns. Do what is necessary to make it easy for them to do the right thing.

Daily Check and Reinforcement

The second thing to do is check each day. I am assuming that they report each morning to the office, are allocated to teams, and then given the jobs to go to. So when they arrive for work each day, you check that they are correctly attired, neat, clean shoes, etc., and send them on their way. There may need to be a bit of "carrot and stick" here to aid reinforcement, i.e., penalties for not complying, and a bonus of some sort if they come to work correctly attired over a period of a month, say.