Gaining ground
Outstanding! Making your organization exceptional
Every day, outstanding organizations do things and promote standards that ensure they will retain customers, grow revenues, increase market share and build their reputations. John G. Miller, author of Outstanding! 47 Ways to Make Your Organization Exceptional, has identified the principles and behaviors that distinguish such organizations. Each of the 47 chapters of his book focuses on one of the principles and behaviors, with practical ideas on how individuals and teams can integrate them into their own work.
Chapter 34 explains the process for helping people within organizations grow through formalized training. “We must train people to be outstanding,” says Miller. “That doesn’t mean that we should just do any training. If we know what to look for, training that pays off can be acquired or developed.”
7 characteristics of viable training
Miller uses the word PROCESS to identify the seven characteristics of viable training.
Practical content
Well-designed, common-sense content elicits action and behavioral change. Excellent content is content that helps people know what to do (concepts and principles) and how to do it (techniques and methods), and why they should do it that way (purposes and reasons). Miller notes, “the best compliment people can give a training course is to say, ‘Thanks! It was practical!’”
Repetition
People need repetition to learn. At first we might feel awkward when implementing new ideas, but if we keep applying them, we become comfortable. With enough repetition content becomes so much a part of us that it’s instinctively applied and becomes a skill.
Ownership by management
Though internal staff trainers provide value, ultimately it is the manager’s job to train and develop people. Lack of management support and follow-up is the fastest way to kill effective training. When managers are actively involved in the training process, they’re better able to coach the content and set the right example.
Consistent message
Training must present the same core messages over and over for all to hear. Training Group 100 needs to hear the same message that Group 1 heard, or confusion will result.
Easily customized
Tailored training connects practical material to the problems, language and culture of an organization. Remember this equation: Problems + Practical Content + Conversation = Customization.
Support tools
When it comes to tools, often less is more. Too many handouts or impractical material never gets touched outside the classroom, and ends up in the bottom file cabinet drawer among piles of paper.
Specific plans
Training needs to be followed up with a plan. It also must fit individuals’ development needs. Without a plan, training becomes a shot in the arm with little long-term impact.
“These seven criteria for an effective training process are a great way to evaluate any training program,” says Miller. “Lots of organizations espouse ‘People are our greatest asset,’ but only the outstanding ones support those words. You have to keep developing and training people.”
Be outstanding!
After you have read the book Outstanding! 47 Ways to Make Your Organization Exceptional, Miller suggests revisiting the Table of Contents and finding your favorite “way” or the one that’s critical to your organization. Try principles such as “keep mission top of mind,” “fight the fat: in good times and bad,” “compete with competitors, not each other.” Go to that chapter, study it, then ask yourself:
- What specific action will I take to apply this idea?
- When will I do it?
- Who will I ask to follow up with me to ensure I have done it?
Choose another chapter and repeat the process until you’ve worked your way through the book.
“Use the book as a guide and a handbook to help your organization fulfill its potential,” advises Miller. “You can help your organization be one of the great ones — one that people want to buy from, sell to, invest in, volunteer and work for and one that never gets fired. When your organization becomes outstanding, you will stand out, too.”
Learn more at OutstandingOrganization.com.
John G. Miller is the author of Outstanding! … 47 Ways to Make Your Organization Exceptional, QBQ! The Question Behind the Question and Flipping the Switch…Unleashing the Power of Personal Accountability. He first entered the training and development industry in 1986 and quickly became the #1 salesperson for his firm. Over nine years he personally facilitated 10,000 hours of training with senior and middle management teams. In 1995 he began his own speaking, writing and consulting firm, QBQ, Inc., an organizational development firm based in Denver, Colorado. QBQ is dedicated to helping organizations make personal accountability a core value.
