I’d like to add to yesterday’s hiring for attitude and training for skills message: that was mostly about hiring for attitude. Today’s message will look at the training for skills part of that concept. The Mirage new employee training program went into great detail about the what, why, and how of the technical skills needed to perform effectively. But then we took it further, teaching employees about the things other departments they regularly worked with did. So that they could see how their efforts complemented one another. And be able to see exactly where, when, and how they could best support each other. We called this “intersection training”, where one job crosses over another. It cemented the concept that they all must work together – as in teamwork, to provide a comprehensive and collaborative customer experience. So, nothing fell between the cracks. And it lifted everyone’s performance – because if you want to lift yourself up, lift others up. Making everyone responsible and accountable. Prior to this, our service training was conducted as if every department was separate; when combined, the multiplier effect was noticeable: seeing employees from multiple departments talking service and how they could do it better together. It unleashed teamwork and team spirit in all the right ways. It took a little extra time, but it was worth it. Don’t just ask your employees to work together, show them how to do it effectively today.
Booker T. Washington (1856 – 1915) was an American educator, author, orator, and one of the founders of the National Negro Business League.
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