The managerial oversight that guarantees employee training won’t stick

by on July 2, 2010 · 8 Comments POSTED IN: HR Cafe
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Here’s a true story: A Customer Service Manager was working on a major strategy directive to teach her team to upsell more effectively. She trained her staff rigorously. They all seemed to get the new upselling techniques they’d learned and were eager to try them out.

Three months later the CEO came calling and asked, “Why aren’t your people making any upsells?” To which the manager replied, “I don’t know. I TRAINED them.”

Somebody wasn’t doing her follow-up. Which means that all that training time was pretty much a waste. In situations like this one, when managers don’t follow up, employees generally revert right back to their old behaviors.

Unfortunately, poor follow-up is the norm, not the exception. An article in Training & Development magazine in January 2006 reported that the amount of time managers spend on the “three phases” of training breaks down as follows:

  • Phase 1: Preparation — 10%
  • Phase 2: The Training Event — 85%
  • Phase 3: Follow Up — 5%.

That’s right. Managers spend just 5% of their time revisiting training concepts. The result: People forget most of what they learn. Learning doesn’t stick. Training dollars go straight down the drain. And performance suffers.

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8 Comments on This Post

  1. Dan
    July 2, 2010 - 5:44 pm

    Good point. Taking that extra time to follow-up and make sure training sticks certainly isn’t easy and it isn’t very fun either, but it’s far more frustrating to do all that work and then have nothing to show for it a month or two down the road.

  2. Dan
    July 2, 2010 - 5:44 pm

    Good point. Taking that extra time to follow-up and make sure training sticks certainly isn’t easy and it isn’t very fun either, but it’s far more frustrating to do all that work and then have nothing to show for it a month or two down the road.

  3. Dan
    July 2, 2010 - 1:44 pm

    Good point. Taking that extra time to follow-up and make sure training sticks certainly isn't easy and it isn't very fun either, but it's far more frustrating to do all that work and then have nothing to show for it a month or two down the road.

  4. February 17, 2011 - 10:55 am

    Mistreating new managers

  5. February 17, 2011 - 10:55 am

    Mistreating new managers

  6. April 27, 2011 - 10:16 am

    Training is more than a single event

  7. April 27, 2011 - 10:16 am

    Training is more than a single event

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