Training your staff on the job

How adults learn

Small to medium retail businesses are usually unable to find the time or the budget to send their staff off to training workshops. Instead they rely on training staff in the skills and knowledge required to do their jobs safely and efficiently by coaching them on the job.

If this process of on the job training or workplace coaching isn't happening or is not happening appropriately then the business could be suffering in the following areas:

  • Staff continue to make costly mistakes
  • Work needs to be redone - usually by the supervisor
  • Customer service is below par - running the risk of lost business
  • Legal risk - prosecution/fines and litigation
  • Injury and damages
  • Lack of motivation by the staff member - doesn't feel part of the team

Adults learn very differently from school students

It is important to understand that everybody has their own way of learning. Some people are fast learners, others take more time; some learn by doing, others by reading or listening and some by watching or asking questions. A major part of the role of a Workplace Trainer is ensuring that the right conditions, learning materials and the learning environment are used to match the learning style and needs of their staff.

There are three key elements in on the job training:

1. TELL

Clearly explain what the task outcomes are all about. Obviously we need to explain how a task should be done and when it needs to be done. It is equally important that we explain and discuss "why" it needs to be done correctly and on time. All too often this step is overlooked by the supervisor.

For example, before showing a staff member where to locate and how to use fire extinguishers, you would need to explain:

  • The importance of safety on site.
  • Why there is a range of different fire extinguishers.
  • Why they are located in certain places.
  • The consequences that may occur if the incorrect fire extinguisher is used on a particular fire.

This approach enables the staff member to associate with and retain the information you are providing.

2. SHOW

Show the staff member what you want them to do as you explain what you are doing and why. It is important that they see it being done correctly before attempting it themselves.

3. DO

Ask the staff member to perform the task while you observe them. Ask them to tell you as they do it; what they are doing and why. This reinforces their learning and also allows the Workplace Trainer to assess whether they have gained the necessary skill and an understanding of the underpinning knowledge required.

The Workplace Trainer should then give feedback on the staff member's performance.

Providing effective feedback

When a staff member is having difficulty with their learning, a workplace trainer should use questions to get them to identify and correct errors they may make.

For example, if a staff member operates the point of sale equipment in the wrong way, you might ask:

  • "What could be the consequences of doing that?"
  • "How would a customer react to that?"

This gives the staff member the opportunity to 'work it out' for themselves rather than you saying:

  • "I told you to do it this way"
  • "You haven't done it correctly, I'll show you again"

People who are given the opportunity and guidance to 'work things out for themselves', will often learn faster and remember procedures correctly because they have had ownership of their learning process.

During training, staff respond positively if feedback is given in a constructive manner. Make it a rule that each time you give feedback, you also include positive reinforcement.

For example:

"I really liked the way you spoke to that customer, Jo. What else could you have said to encourage the customer to purchase something additional?"

This approach is much better than saying to Jo:

"Why didn't you ask the customer if they wanted to purchase anything else?"

Remember to record and document your training

Many small businesses train their people appropriately on the job, but then fail to create the required records and documentation for file evidence of the staff member's competency and knowledge especially in compliance areas like Retail Trading Laws, Food Safety and Workplace Safety.
 

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