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Training Effectiveness |
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Carr explains training effectiveness in great detail. He argues that even the world's greatest training initiative will be worthless, unless managers require the use of that training on the job. Training customer service personnel in the fine points of customer service excellence, will not make the slightest difference, unless the work systems and conditions are also changed to allow and require the trainee to fully apply what they have learned.
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Managers must still evaluate how the new skills are being put to work, who is not performing up to the new standard, and how to bring deficient performance up to par. But in order to get the most out of your company's training dollar, a greater measure of authority must go along with the greater knowledge and skill.
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This is why the "structure" of how we work together, must stretch to carry and support us all, as we learn and grow. Even the most highly trained customer service representative cannot produce customer satisfaction, unless they also have the authority to act in the customer's interests, without delay, and without seeking approval from someone higher up.
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Carr, Clay. Smart Training: The Manager's Guide to Training for Improved Performance. McGraw-Hill. New York. 1992.
This potent little book packs in all the most important information that managers need to know about delivering effective training to their people. Whether the training initiative is developed in-house or contracted out, Smart Training has important information that will help your company reap maximum benefits from its training efforts.
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Carr is careful to point out that training is only one option that companies can use to close performance gaps. He goes on to show how a comprehensive approach to performance enhancement, including intelligent training, can produce lasting benefits for your company. This book will be a great help to managers who must evaluate training proposals from either internal or external sources.
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