Sometimes, the words 'coaching', 'training', and 'mentoring' are used loosely. Dictionary definitions are: [1] Coaching is goal-oriented and focuses on individuals' performance. [2] Training imparts structured, specific knowledge and skills to individuals or groups. [3] Mentoring is personally focused on the needs of the trainee(s). An experienced individual trains a less experienced colleague.
Apprenticeship training courses and sandwich courses, which include a university degree and a work placement, are a combination of training and mentoring.
Just as an aeroplane that is not regularly serviced will not work, your firm, without trained staff, will lose productivity and competitiveness and be on the runway to failure. Your firm would shut down, and you would lose the capital invested.
Mentoring is ideal for on-the-job training. [1] It increases job performance. Employees become confident and mature at their jobs. [2] It develops their problem-solving abilities. [3] The knowledge and experience gained make employees more resourceful.
Mentoring helps to: [1] prepare employees for a new role; [2] fill gaps created by annual and sick leaves; [3] develop wisdom and maturity for handling duties of customer service and complaints management; [4] train staff who have been identified as having high potential and who would benefit from accelerated development; [5] train employees on an individual or group basis for any need that has arisen in the organisation; [6] train a colleague of an equal grade so the learner can learn the best practices whilst performing a similar job.
Training staff to develop characteristics such as punctuality, flexibility, basic manners and politeness in intercommunications, including telephone manners, an organised style of working, prioritisation of work, valuing teamwork, extending co-operation, completing tasks without supervision, and taking consultative initiative goes a long way in creating an efficient organisation.
We live in a world of technology. Mentoring can be used to train employees in computer applications, video conferencing, and the use of handheld devices such as mobile phones and tablets for spontaneous, informal, and planned face-to-face communication. Such technology has eliminated the travelling time required to reach meeting venues.
When I started my banking career, I was fortunate to be designated as a trainee employee. This enabled me to work across all departments and become a head of department within 7 years. Moreover, I studied the Chartered Institute of Bankers course during evening classes, so my training was similar to a sandwich course. Subsequently, armed with technical knowledge and practical experience, as a branch manager I could offer a wider range of services at my branch. This provided greater momentum for my employer's business development and growth. Moreover, the experience gained helped me to conduct international business communications more confidently during my next job abroad, as the Country Representative for my Bank.
Crucial for a firm’s success is the quality of the staff dealing with Customer Services. Recently, at an outlet of well know opticians a girl served me. She said I could use my existing half-frame for my newly prescribed lenses. She sent the frame to their manufacturing unit with the order to build new lenses for it. After a fortnight, I went to the shop to check how far the work had progressed. Another receptionist said, " Your new lenses have arrived, but the lenses are thicker, so a half-frame cannot securely hold them.” I agreed to select a new full-frame, but the new lenses did not fit the new frame. So, I said you will need to make new lenses. She said, “Sir, you will have to pay for the second set of lenses.” I said, if the fitting is the problem, then your colleague I met earlier should have pointed out that the new lenses are better ordered after the new frame is selected”. She said, “Sir, you need to pay for any new order you give. Nothing can be done about the lenses which we have made.”I felt very disappointed and asked to see their manager. The manager took measurements of the new lenses. Then he said, “Sir, there is no problem; we can alter these lenses to fit the new frame you have selected!” He further explained that both girls I met are new, and they are not aware of altering lens sizes.
This hassle could have been avoided, and the firm’s image protected, if the two girls were fully trained. Such care is crucial for the growth and survival of a business.
Employees should be like rose plants, which are regularly watered and fertilised [consistently trained]. Look lush and give out the desired smell [service].
Dear readers, this is my last article in the series. I thank you all for your interest in these articles, and I wish you the very best.
