Question

SCENARIO ---> You are the manager of an Accounts Receivable unit in a large Accounting firm. You are switching to a new billing system and need to train your staff. The staff includes a Management team (17 people total - 7 on day shift, 5 each on evening and night shifts). Additionally, you need to train the employees which are 6800 total hourly employees on all three shifts. The training is on the new procedures and the new system.

QUESTION --> What steps would you take to initiate the training of all employees? What training methods would you use? Why?

Answer 1

Here are steps I'd take as a manager to initiate the training:

1. Tell trainees what they’re going to cover. Introduce my session with a brief overview of the training subject’s main points.
2. Tell them the information. In the main portion of the session, I'll explain key points, go over policies, demonstrate procedures, and relate any other information trainees need to know.
3. I will conclude with a summary of my opening overview, will use repetition to help trainees grasp and retain information.
4. Always explain what trainees are going to see before I show a multimedia portion. This practice creates a better learning environment by guiding trainees to know what to look for and what to remember. Explaining the purpose of the multimedia ensures an effective reception for its information.
5. Use as much hands-on training as possible. The most effective training uses all the senses to affect learning. Demonstrate and apply teaching points to create greater understanding and knowledge of the subject.
6. Test frequently. Tests are most effective when students know they will be quizzed, because they’ll pay close attention to the material. Testing is an objective way to determine whether training achieved its goals.
7. Involve trainees. For example, ask participants to share their experiences with the training topic. Many trainees are experienced personnel who have valuable information to contribute. All trainees will get more out of sessions by hearing about their co-workers’ experiences with the subject and not just the trainer’s lecture points. Hearing different voices also keeps sessions varied and interesting. Structure interaction time into all your sessions.
8. Repeat questions before answering them. This practice ensures that all participants know what the question is so they can make sense of the answer.
9. Analyze the session as you go. Always be on the lookout for what works best. When you discover a new technique or method that clicks with the group, note it on your training materials so it can be incorporated into the training outline to be used in future sessions.
10. Keep my session on track. Start on time and finish on time. Don’t hold up class waiting for late arrivers. Run the class according to the schedule and don’t get too far off course. Opening up discussion among participants may lead to some pertinent tangents, but don’t let side issues take over. Ask if there’s enough interest to pursue a separate session on that topic, but get this class back to the lesson plan.
11. Put myself in their shoes or seats. Give frequent breaks, especially for half-day or all-day sessions.
12. Solicit feedback on the training session. Critiques work best when they are written and anonymous, unless a trainee volunteers to discuss his or her thoughts in person. Trainee input is vital for making the next session and the overall training program more effective.

Why? Because these 12 steps are the basic foundation for a solid training session that runs efficiently and that conveys the necessary information for meeting the session’s goals. They also incorporate ways to begin improving training on the fly. In other words, you can’t go wrong by following these steps in every training session you run.

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