As trainer, have you been frustrated about why some of your best students and well intentioned trainees at a training programs return back to their desk and fail to implement any change in real life, receding quickly to old habits and “BAU” – Business as Usual
It comes as no surprise, if the answer to the above question for you is in the affirmative.
We at Tvameva, a small team of passionate training/learning professionals, set out on a journey to change the world, were rudely jolted to this ‘nirvanic’ realization a couple of years into the life of our enterprise! We left each training session feeling we had delivered a more skilled, more empowered set of trainees and delivered a huge client ‘WOW”. Unfortunately, our client organizations did not quite experience the benefit, we believed they would.
This realization got the entire Tvameva team to the drawing board – to reconvene and think – what were we missing? How could our efforts translate into client benefit and real learning and development for our trainees? The answers slowly emerged – and slowly merged to a singular theme – THE POWER OF COACHING.
Let me illustrate this to help you understand the real power of how to help participants make the change. Research shares that for learning to be applied confidently and to create a habit change, requires a 3-month gestation period, so we work with our clients to simplify this process of transition. At, Tvameva a Learning Solutions firm, we go a step ahead by conducting coaching sessions post the classroom interventions. This helps in hand-holding participants to apply the learning back at the shop-floor. Some clients prefer small group coaching sessions, others like a 1-0-1 approach, while some others prefer to keep it over a phone call or skype.
For e.g., Building Capabilities: For a Global Bank major, where we had all their trainers witness and experience the workshop. They were our participants. The client wanted the trainers to train the sales officers as well as their Team Leads. The Team Leads in turn were expected to guide the sales team and create a supportive environment at the work place to ensure sustainable change. So this was a 2 part project. We administered the Built-Operate-Transfer Model. So our participants (Trainers) had to play the dual role of Trainer and Coach
For the first part, they went through an intensive Train The Trainer certification process. For the second part, we created Tool Kits that will be used to train the Team Leaders, to master the learning themselves and then prepare, practice and apply the scenarios with their team members by using the Tool Kit. This ensured techniques were not merely learnt, they were practiced and mastered, it became a part of their DNA and a new way of working emerged resulting in over 400% increase in sales in some countries. Thus building internal capabilities by creating coaches within the establishment.
For e.g., Persistent Intervention: Another client a - Contact Center, struggling with low call quality scores, engaged with us to demonstrate improvement on the performance parameters. The standard of performance was 92%. We worked with a sample of 25 officers with scores below this standard. A multi layered diagnostic approach was used for Coaching.
We worked with the team for over a period of 3 months, using structured Coaching approach – of AS-IS, Go-To, Action/tactics, Checking and giving feedback and importantly offering support. We monitored and had conversations with these people individually over an extended period of 3 months. The duration of the sessions was 1 hour at first and then weaned down slowly to 45 minutes and then 30.
Result: All 25 officers showed 100% improvement, 100% above 90% standard, 3 officers at 100% score, 22 out of 25 above 92% standard. This resulted in raising the bar for the entire team and new standards for the platform were established.
This shows the power of Coaching and how it helps people to overcome the BAU syndrome.