The training was a failure. All of that time, all of that effort, all of that money, just gone, just out the window and gone. What other explanation was there, after all, for drop after drop in the hard numbers from a talented sales team in the wake of a training and development session?
It could have happened at any business, but for the purposes of this story, it happened at a large technology company with headquarters in the Midwest. The top executives, frantic for answers, called a corporate training firm. “Our sales are down,” the executives said. “We need training.”
That technology company was part of a large percentage of businesses that continued to invest in corporate training, education and development during the last couple of years. Thousands and thousands of others turned away from training, unable or unwilling to spend more money during the recession.
But a panel of more than 30 industry experts and academic professionals agreed that it would have been far better for businesses to continue to spend on training during those tough times to invest in their employees and to show the extent of that investment, to improve the business and keep it up to date, to be in a better position when the economy ultimately turns around than to tighten the budget. The same rule applies now, too.
“It really depends on the company and their organizational culture and beliefs,” says Lori K. Long, associate professor, business division, Baldwin-Wallace College. “When times are tough, a lot of companies immediately cut training because they see training as a perk or a benefit or an extra. But some companies have figured out how to really utilize training to increase their organization efficiencies, how to improve employee productivity and have found out that, when times are tough, that’s when training is most needed.”Make a plan
Members of the corporate training firm arrived the next day and talked with as many employees as possible at the technology company, from executives to engineers to those slumping sales representatives and everyone else in between. They prodded and probed and asked questions. They were curious about what, exactly, had happened.
They wanted to know, before they embarked on another training session, whether another training session was actually necessary.
This is what you should do when you’re in the process of determining whether to invest in training and development for your employees. You should prod and probe and plan, because just as you shouldn’t approach a new business venture without a model and a solid idea of what you want to accomplish, neither should you approach training without thoughts of what you need to tackle.
“There are different ways to approach a needs assessment,” says Barbara Hanniford, dean of continuing education, Cleveland State University. “It could be a full-blown process, even to the point of doing job analyses and task analyses and really sophisticated reviews of performance or something simpler where you’re talking with and surveying managers and employees. You want to find out what competencies are most important for jobs and where the gaps lie between the desired levels of performance and actual performance.”
And even though those needs will vary from business to business, from industry to industry, there are a number of common training areas on which almost all businesses should focus. Leadership development, project management and team building are all increasingly important because of the changing demographics and economy and because general communication and technology skills are as important now as always.
“Where are they feeling the most pain?” says Cynthia Parish, director, business and management programs, Cleveland State University. “Are they having customer complaints? Are they having quality issues? That’s one place to start, with training to fix their pain.”
“The idea is not to view training in isolation but in terms of overall performance and employee and organizational development,” Hanniford says. “You’re trying to train toward various outcomes.”Open your wallet
Those members of the corporate training firm remained in the offices for a couple of days. They wanted to follow every lead and turn over every stone. They wanted to find out what had happened to the sales team after that apparently disastrous training and development session. And the technology company executives had no problem paying to keep them around. They wanted to find out what happened, too.
Do you want to keep your top employees after the job market opens again? Do you want all of your employees to be happy and to enjoy their work right now? Investing in training and education is an important part of helping you do just that. The average business spends about $1,060 on training and education per employee per year, according to research by ASTD.
Businesses that have the most success tend to spend between 2 and 3 percent of their total payroll cost on training, education and development. The average is in the middle, of course, right around 2.3 percent.
There are also effective ways to spend a little less, if your revenue is still down or if you opt to not invest as much in training. Turning toward local colleges and universities to design a custom program for your employees is often less expensive than sending them to open enrollment courses, as are distance learning and online courses. Some businesses opt to look within for employees who are experts in a specific area and can train the rest of the staff.
“Looking internally for subject matter experts, in order to provide training internally, is certainly one approach organizations are looking at,” Long says. “An organization might also develop a mentoring program, as opposed to a more formal training program.”Keep an eye on results
At last, an answer for our corporate training firm and our technology company in the Midwest. That previous training session, as it turned out, was not to blame for lower sales numbers. No, the culprit was instead the fact that the technology company executives had recently installed a drastic restructure of the compensation program. That program encouraged the sales team to try and sell only one of their many products, and that is what changed everything.
The training had not been the problem at all.
In fact, without that recent training session, the technology business might have planted itself in more trouble because of the new structure of the compensation program. The best money spent might well have been the money spent on the training and the worst might have been the money that was about to have been spent unnecessarily correcting that training.
The only way to know where you are is to know where you were. In order to receive a more relevant return on your investment, watch the progress from the planning stages through the training itself, then during the months, even years, beyond.
“If you want your organization to run more efficiently, you have to provide your employees with the tools and the resources to do that,” Long says. “If you want to cut costs, you have to find more effective ways to do your work and only through providing guidance and support to your employees, which is usually in the form of training, can you really accomplish that. Those organizations that will be most resilient in troubled economic times are those that are really focused on continual learning.”