Perspectives
Leadership
Skills Training – The Truth about ROI
Recently, a client of mine conducted
some first-rate leadership training and was disappointed by the outcome.
The courses were well received, but they had little or no impact.
Most participants returned to their comfortable but ineffective habits
within 30 days of the training.
Leaders come to organizations with
interpersonal behavior patterns already thoroughly ingrained.
Some show up as train wrecks and derail the human resources department
with repeated problems ranging from employee complaints to inappropriate
terminations. Interventions of major proportions are often required.
And when the problem rests on high (V.P. and above) the likelihood of
correcting the behavior is slim to none.
After all, the offender is going to stick with what has worked for
him/her in the past because that is how he or she got to their esteemed
position.
So, what needs to happen to modify
leaders’ behaviors? Every
leader possesses a unique portfolio of people skills. Some of their skills are effective while others cause
problems. Like all behavior
patterns, interpersonal skills are “hard-wired” in the neural pathways.
When behaviors are repeated often enough neurons grow dendrites that
reach out to other neurons, making behavior patterns automatic - resulting in
behaviors that feel natural, easy and comfortable.
Introducing a new interpersonal
skill is difficult because it means replacing the old hard-wired skill. The
only way to replace an old pattern is to establish a new one that gets better
results. If a new pattern proves
more satisfying than the old pattern (and if there is enough reinforcement)
there’s a chance that new neural pathways will establish themselves.
The Bottom Line – Tips to Ensure Success
1.
Clearly define the expectations for desired behaviors.
Understand the behavioral competencies required to achieve the expected
behavior and measure how those behaviors are demonstrated.
2
Use 360° feedback to
spotlight needs. Before and after
training use 360° feedback
on an ongoing basis. By starting
with a baseline prior to the training and following up after the learner has
had an opportunity to apply new skills, you can identify real behavioral
change and reinforce the change process.
3.
Reinforcement is key to people skills training.
Plan a 12-month schedule of feedback opportunities to motivate and
measure improvement. The plan
could include a variety of elements, such as:
-
The learner conducts a teach back.
In other words, the learner demonstrates the learning for others in a
formal setting.
-
The learner attends refresher
courses.
-
The learner crafts a personal
development plan that is shared with his/her team members, enabling team
members to provide meaningful, focused feedback in formal and informal
settings.
-
The learner has access to learning
materials designed to reinforce the behaviors.
-
The learner receives 360°
feedback routinely.
-
The learner is surrounded by
knowledgeable coworkers to give ongoing feedback, guidance and encouragement.
-
The learner has a coach to reinforce
skills.
The Top-Down Approach
If executive leaders start by
working on their own people skills, they can then establish the right
expectations and coach their managers. Managers
can coach their supervisors, who in turn can coach their team members.
When everyone is singing from the same hymnal, the harmony crescendos
and cultural change takes place. When
the “right way of doing things” is established and expectations are
reinforced, it is the easiest, most practical and effective way to achieve
behavioral change.
Executives have to really want to
make the right kind of investment. There’s
no magic pill -- no short cut. When
trying to lose weight, you have to create new eating habits and exercise
habits. If you want lasting
changes in your organization, you have to be willing to pay the price.
If you want a return on your investment, assess, train, reinforce, and
reassess.
About
the Author: Barbara
Ashbaugh is the owner of Trade Secrets, a Dallas based performance management
and training company. She can be
reached at www.Tradesecrets-training.com
or by calling 972-578-9000.