Training employees in just 2 minutes

You’ve only got two minutes today to contribute to your employee’s training – help!

We did title this the Two Minute Trainer for a reason: you can be effective – today – in just two minutes.

What outcome would help your team step it up a notch, in terms of performance and outcome?

Consistently better customer service?

More sensitivity to the cultural differences of their co-workers?

What would improve your team’s performance? Write down one thing, and then focus on that for a full week, just a couple of minutes each day.

Let’s say “customer service” is your focus. What can you do, in just a couple of minutes each day? Here are some ideas:

1) When the phone rings today, listen to how it is answered, every time it rings. Make notes of how that process could be improved. Gather the people responsible for answering the phone and start by saying what they’re doing well. If you can recognize people by name it will help you set the stage for their learning: “Sara always has a smile in her voice when she answers the phone;” “Naomi switched to Spanish for a caller – that was awesome!” Sara and Naomi will be ready to learn the one or two new things you teach them today, because they will want more of the public praise.

2) Walk through your building once in the morning and once in the afternoon, looking at it with the eyes of a first-time visitor. What looks crowded or out-of-place? What feels less home-like and more institutional than you’d like to be perceived? What do you see your team members doing? Each time you walk through, note one thing and change it. Explain to your team, in a quick, stand-up gathering, what you’re doing (walking through with the eyes of a visitor) and why (how visitors see us is how they’ll think about the service we provide). Ask them to do the same thing as they go through their day, and be open to their observations, suggestions and ideas. Verbally praise people who stop to straighten a chair or cushion, pick up a towel that has fallen to the floor, or smiled at a visitor.

Two quick, easy steps you can take. The time investment is minimal; the pay-off may be immeasurable!