A search on Google for "blended training solutions" yields almost 600 results. A search for "blended performance solutions" yields nine results. Which is the hotter topic?

The debate among training experts decidedly is about blended training. Blended training solutions use instructor-led and computer-based instruction to provide the most effective training solution.

LOOKING BEYOND TRAINING

As trainers - and you can count yourself in this company if you develop employee skills - we're missing the point. We need to look beyond blended training solutions to blended performance solutions if we're to significantly impact agent effectiveness. Blended performance solutions encompass:

• Clear expectations and feedback from managers;

• Resources, tools and information;

• Workflow design;

• Recognition and motivation; and

• Skills and knowledge.

A CASE STUDY

A client of mine recently was looking for blended training. It was evident that: (1) his e-learning vendor had made unrealistic promises about e-learning software; and (2) his people weren't performing as well as he would like. His answer: blended training.

The client explained that the vendor's e-learning program substantially reduced training, time and travel costs, but that productivity hadn't changed much. What's more, he was unable to flag non-training issues that might be causing poor performance.

As a solution, I recommended a two-phase approach. Phase Two included developing the blended training he was looking for; Phase One included a business-based needs analysis to confirm the reasons for poor performance. At the end of Phase One, we'd submit a recommendations document with appropriate suggestions.

After interviewing the manager and several exemplary employees, plus a half-day of observation, it became clear that the biggest obstacle to performance wasn't training. On any given day, almost 25% of agents were absent or late or had to leave early. They weren't fired because the company had hired the telemarketing agents (who volunteered for the job) from other parts of the company. To "be fair" to the new group, management relaxed enforcement of the simple metric of being present.

Our recommendations included blended training to improve sub-par selling skills - but only as a long-range solution. For the immediate future, we suggested that management set clear expectations regarding timeliness. We also proposed monetary or non-monetary recognition for those who meet or exceed expectations - and corrective action for those who don't.

When questioned about our recommendations, we explained that blended training near-term would not have helped. In fact, training might only have given agents an additional excuse for being off the phone. If we had created a blended training solution that didn't address the performance problem - and we were sure that it wouldn't - our training may take the blame.

The saying, "To a hammer, every problem looks like a nail," applies. To every training vendor, every performance problem needs a training solution, especially a blended training solution. We found 600 of these blended training hammers in a single swoop using Google.

With all the hype these days on blended training, it's no wonder that performance continues to fall short of expectations. Want real change? Try a blended performance solution.

- Terence R. Traut is president of Entelechy, Inc., which offers performance consulting and customized programs in sales, management, customer service and training. You can reach Terence at 603-424-1237 or ttraut@unlockit.com.

A search on Google for "blended training solutions" yields almost 600 results. A search for "blended performance solutions" yields nine results. Which is the hotter topic?

The debate among training experts decidedly is about blended training. Blended training solutions use instructor-led and computer-based instruction to provide the most effective training solution.

LOOKING BEYOND TRAINING

As trainers - and you can count yourself in this company if you develop employee skills - we're missing the point. We need to look beyond blended training solutions to blended performance solutions if we're to significantly impact agent effectiveness. Blended performance solutions encompass:

• Clear expectations and feedback from managers;

• Resources, tools and information;

• Workflow design;

• Recognition and motivation; and

• Skills and knowledge.

A CASE STUDY

A client of mine recently was looking for blended training. It was evident that: (1) his e-learning vendor had made unrealistic promises about e-learning software; and (2) his people weren't performing as well as he would like. His answer: blended training.

The client explained that the vendor's e-learning program substantially reduced training, time and travel costs, but that productivity hadn't changed much. What's more, he was unable to flag non-training issues that might be causing poor performance.

As a solution, I recommended a two-phase approach. Phase Two included developing the blended training he was looking for; Phase One included a business-based needs analysis to confirm the reasons for poor performance. At the end of Phase One, we'd submit a recommendations document with appropriate suggestions.

After interviewing the manager and several exemplary employees, plus a half-day of observation, it became clear that the biggest obstacle to performance wasn't training. On any given day, almost 25% of agents were absent or late or had to leave early. They weren't fired because the company had hired the telemarketing agents (who volunteered for the job) from other parts of the company. To "be fair" to the new group, management relaxed enforcement of the simple metric of being present.

Our recommendations included blended training to improve sub-par selling skills - but only as a long-range solution. For the immediate future, we suggested that management set clear expectations regarding timeliness. We also proposed monetary or non-monetary recognition for those who meet or exceed expectations - and corrective action for those who don't.

When questioned about our recommendations, we explained that blended training near-term would not have helped. In fact, training might only have given agents an additional excuse for being off the phone. If we had created a blended training solution that didn't address the performance problem - and we were sure that it wouldn't - our training may take the blame.

The saying, "To a hammer, every problem looks like a nail," applies. To every training vendor, every performance problem needs a training solution, especially a blended training solution. We found 600 of these blended training hammers in a single swoop using Google.

With all the hype these days on blended training, it's no wonder that performance continues to fall short of expectations. Want real change? Try a blended performance solution.

- Terence R. Traut is president of Entelechy, Inc., which offers performance consulting and customized programs in sales, management, customer service and training. You can reach Terence at 603-424-1237 or ttraut@unlockit.com.