Generations and Training

Generational theory is for all intents and purposes deceptively simple yet the effects of intergenerational differences on training within the workplace are anything but simple and increasingly are having a profound effect on the roll-out of training in organisations. This is prompting those responsible for the training portfolio to reassess how to train, how often and in what subject.

Gone are the days of pure technical training where the outcome is centered on learning a skill intended to directly improve performance on the job. The need for increased emotional intelligence in the workplace has brought about a far greater need for programmes that offer development in areas like assertiveness skills, negotiation and how to handle difficult conversations which are aimed at Engineers and Sales Consultants alike. So while course content needs to be relevant to the job at hand, it should also bear relevance to personal lives which are as, if not more, important.

Traditional classroom learning too is being tossed out of the proverbial window. The new buzz word is impact learning, which requires trainers and teachers to act as facilitators – knowledgeable experts who, while imparting course content, develop relationships with their delegates, entertain and are able to adapt their personal training style and techniques to the requirements at hand.

Within this context and conscious of the changing profile of those sitting in the training room, it is important to have an understanding of the different generational attitudes to training and development. Without this framework the ability to connect and appeal is defunct. … Continue Reading

Are there still Heroes out there?

Being part of a Headmasters conference today brought up some interesting talking points, specifically around generations. The teachers were saying that they have found the school kids of today, don’t have heroes. When Grade 10s were set a project to choose a hero, say why and what you could learn from them, most the kids really battled to even get started, and very few finished the project.

Is the ability to surf the net, gather info, cut and paste into homework…..preventing kids from reading, and processing material or information, and almost owning their own thoughts and ideas? Is this a trend of the Y generation?

Stumbling Blocks as Stepping Stones?

During my daughter’s prize giving on Friday, one of the phrases that jumped out at me was “ The difference between a stumbling block and a stepping stone is how you use themâ€?.

I was reading a magazine in a client’s reception not so long ago, about a man called Sam, who had bought a home in an area that was surrounded by industry and was becoming more seedy and with a rapidly climbing crime rate. Opposite his home was an open field with all the obvious problems – overgrown, litter, attracting bad crowds and their drinking problems. He decided this was his project – gathered neighbours, and with many hours of work raised funds from companies, Sam turned this field into a park. Companies started noticing and donated plants, benches and tables. Locals from the area built a small wall and named the park. This park has become a community gathering area for it’s diverse community, a safe place for kids to play, and you guessed it, because of the community spirit – a noticeable reduction of crime in the area.

While I was reading this article, it reminded me of “The broken Window Theory” in Galdwell’s The Tipping Point (get it at Amazon.com or Kalahari.net): If a window is left unrepaired, soon people will conclude that no one cares, and soon more windows will be broken… Using this theory, they cleaned up the NY subways of graffiti and the crime rate decreased.

Sam tipped his community, by using a field, which most would see as a stumbling block, he used it as a stepping stone to clean up and raise the standards and spirit of his community.

What we do is so relevant

Yesterday while out riding at 6 am…(the things we choose to do to de stress ourselves) I rode along watching the sun rise over the sea – beautiful to say the least.

But during the ride I started unpacking the last few days, and what a week it has been for KZN.

Thursday the team did a Horse Whispering showcase. Watching people connect and build relationships with the horses and the in that process see Leadership principles that jump out and almost bite them is awesome.

Friday- started out with a meeting with Barrie and I at a food retailers, basically they were listing areas that they wanted TT.Biz involved in their group, from Logistics to Exec level. Barrie and Ziggie went on to a meeting with a clothes retailer group, who are asking for a bigger team involvement in a wellness project they want to launch. Keith and I went to a Credit branch of a bank, who want Generational impute into their whole Advertising and Marketing departments after what they learnt at our Mind the Gap workshop last month. I then joined up with Barrie to do a Enneagram workshop for the afternoon.

During all this I got 2 phone calls, one old and one new client, who both want Keith to do some strategic planning and facilitation with their Exec teams.

Why am I writing all this?

… Continue Reading

Client Service

Today I’ve an incredible experience for service beyond the call of duty.
I broke down, called the AA, who arrived 20 mins quicker than they had estimated. He assessed the problem, tried to fix it, with out much joy. While he was deciding where he should tow the car to, he said if he had the part he could fix it, in the time it would take the tow truck to get to us. To cut to the chase, he ordered the part from the local VW supplier from a cell phone, drove me there, in his car to pay for it, drove us back and replaced the faulty part, and woolaa, my car was purring again.

What impressed me was that he got another call-out while we were driving, knew he couldn’t get there immediately and so referred the call to another technician.

When I asked why he didn’t just tell the new client he would be there, but in 45 mins. (I thought a reasonable time to wait for roadside assistance)
His answer was “We can’t be so busy that we don’t service our client’s needs as soon as possible. If I can’t do it now, then for the client and the AA, I’d rather refer it�

What a great message to all of us in client service. We can’t make our own “Busy-ness� the client’s problem.
What kind of service are we offering on a day to day basis?