SMART Training –Shifting the Paradigm on Corporate Training

GearsCorporate training continues to be a difficult topic to describe, mainly because everyone seems to “know” what training is, but cannot understand what it is not, even when receiving inferior corporate training. As an adult educator, schooled and experienced in corporate training, let’s discuss corporate training, the principles, the need, and the student.

One aspect of organizational development needs to be considered at the outset, the difference between active and reflective listening. In active listening, the person not currently speaking pays attention to content and intent, engages in emotional meaning, focuses on removing barriers, and remains non-judgmental and empathetic. In reflective listening, the speaker and the listener take active listening and employ two-directional messaging to ensure mutual understanding. The central aim in reflective listening will always be the desire to achieve mutual understanding in communication.

The importance of understanding listening in training remains the utmost concern as the process of engaged, reflective listening producing the environment for the most potential positive training results. The needed 360-degree or two-directional communication to safely and more efficiently operate is critical in training and necessary in communication. Trainers must be able to gather anecdotal evidence and hard data to check for validity and veracity in training operations. Without a quality control mechanism that includes open and honest feedback, the trainer is operating in a vacuum and wasting corporate resources.

The majority of adult educators in the US today, and possibly much of the world, have become convinced of several untruths because the colleges teaching adult education seem fixated on teaching misleading concepts that ultimately do more harm than good. For example, ADDIE, as a methodology tool used to govern training, is useless without a quality control and a return and report function, both of which must be added to the basic ADDIE model; thus changing the design and interposing more personal opinion and bias into what became, with the addition of quality control and two-directional communication, an untested model. Colleges continue to press the ADDIE methodology as the only proper method for instructing adults, without changing or testing the basic ADDIE model. Other untruths include Maslow’s “Hierarchy of Needs,” which has been researched and found not entirely accurate, nor does it explain the natural needs and the current model of the world; thus, remaining just Maslow’s opinion.

By teaching untruths to the soon-to-be-adult educators, the adult educators go forth professionally to train other adults, using the same untruths. Thus fulfilling the axiom of GIGO, programmer’s aphorism meaning, “Garbage In results in Garbage Out.” Hence, the untruths are disseminated into future classrooms, and the company and the adult students lack proper training, resources are wasted, and the potential in training is lost.

Putting the value of training in dollars and cents is difficult, but the following will give an idea of the problem. Two kinds of money govern business, blue and green. Blue money is all about the potentblue-moneyial for good or ill to the bottom line of an action, process, tool, employee, etc. Green money is cold, hard, cash, and the food of bottom line health. What is the potential of cross-training employees? If done properly, incalculable positive results and consequences are forthcoming. If done incorrectly, immeasurable adverse effects and consequences will abound. Leading to a stunning observation; if enough blue money is burned, green money evaporates, and the business leaders have no idea how or why the bottom line is vanishing, and market share is shrinking. Since training is all about increasing an employee’s potential and runs the risk of the employee leaving the company, the potential costs and benefits remain difficult to quantify in dollars and cents.

As a newly hired operations manager, I made three expensive presumptions: 1. All the production employees were cross-trained. 2. The machine maintenance had been done properly, and the production machines were in top order. 3. The production employees knew the jobs they were being paid to accomplish. The presumptions cost a lot of blue and green money until rectified, which cost the plant valuable production time, temporary staff increased costs, and the need to perform the production floor manager’s position as well as the operations manager’s role until these three presumptions were corrected. Total cost from my hire date until resolved, 3-months of 50-hour weeks, and more than triple my annual salary in green money. With the total savings from higher potential after addressing the deficiencies, the annual salary of every employee in the plant multiplied by five.

Leading to how to increase potential, decrease blue money evaporation, and develop SMART Training, I have found the following ideas helpful to consider in creating hybrid solutions:

  1. Quantify and Qualify blue money loss. This sounds technical but is quite easy to implement.   I suggest the following principles for review and application:
    1. Respect those around you as potential superstars. Respecting includes employees or customers, vendors or shareholders, deemed less useful. Respect first, last, and always. People will always rise to the level of respect shown.
    2. Change your perception. How valuable or costly is a hammer when directly proportionate to the amount of training in the hands of the operator? If you, as the business leader, are not willing to change how you see the hammer, then it will be impossible to see the worker differently.
    3. Focus on people. Processes are how work is accomplished. Products and services support the company, but the people remain the variable requiring attention. Get out of the office, get onto the production floor, interact, ask questions, and know people.
    4. Freedom to act is a blue money saving principle. If the actions taken by individuals are rigidly controlled, the customer is not served, the problems multiply, and the result is wasted potential. Remember, for every dollar in potential money spent, five dollars in cash evaporates.
  2. Believe in cross training. It is said that Soldiers, Sailors, Airmen, and Marines love to train. They might grumble, moan, and complain, but the training helps lift the morale, empowers the individual, and enhances the individual self-image and self-worth. The same is true in business and every other human endeavor; embrace a love for training.
  3. In accordance with item two above, make sure that the training is valuable and SMART. Relevant training is a knowledge object that can be used immediately, often, and is easily recognized by other employees as something to aspire to obtain.
    1. SMART training is specific; if the employee is to be a cashier, do not include forklift training with cashier training.
    2. Measurable, can the employee feel they learned a job-ready skill. Attainable training is training that can be achieved. For example, not everyone needs to be a nuclear physicist to perform well in customer interactions. Scale the training to meet the tasks at hand. Yes, training should be tough, but attainable.
    3. Realistic training is directly applicable to daily tasks, not trying to cover 20-years of hypothetical nuance, but realistic to daily production goals.
    4. Timely training means to train the employee to the job standard, as it is designed currently, not 5-10 months down the road.
  4. Training has a shelf life; thus training must adapt and change as the business changes. Allow training to live and die as needed to meet the business needs. This also requires cognizant and purposeful planning for strategic and tactical goal realization. Nothing is worse than receiving training in a classroom, then needing to receive different training on the floor because the trainers do not know current operations.
  5. Organizational design. This topic seems peculiar to mention in an article regarding training, but please note, many times, the disconnect between training and operations is not the training or operations, but how the organization is designed. An example, during a project recently concluded, I saw this principle first hand; a common theme on the production floor was a feeling of disconnect between higher levels, e.g. director level and up leadership and senior manager level direction and down. Because of the perceived disconnect, e.g. front-line employees thinking and feeling the higher level leaders are not interested and engaged, and the real disconnect, e.g. the leaders changing methods of work without understanding the processes, procedures, and technology in the work performed, many problems on the floor were never discussed and resolved, simply Band-Aid solutions applied with the hope the core problem goes away, while complaining that the leaders did not have a clue. Use the following to improve organizational design concerns:
    1. Problems in organizational design are easy to spot and discern during process reviews; this is a valuable time; use it well. Thus, never let a process age beyond 18-months and always ensure each process has a single individual responsible for the shelf life of the process.
    2. Use the quarterly, semi-annual, and annual employee events to listen to employees, talk with staff, and take these thoughts back to strategic and tactical planning meetings to direct resources to qualify and quantify the comments from employees, then act promptly, and keep the employees in the communication loop.
    3. Stop the Band-Aid solutions. If the problem needs a Band-Aid, the problem is bad enough to invest actual time and resources in fixing properly. Communicate using reflective listening to achieve two-directional communication with mutual understanding.blue-money-burning
  6. The student in corporate training can be the customer, a shareholder, a vendor, another employee, etc. Training should be an ongoing topic looked forward to as an enabling event. Want to quickly see if the training is SMART? Listen to the comments made by employees when annual compliance training is announced. If there remains a monumental lack of enthusiasm, training is not SMART, not valuable, and blue money fire pits are raging, burning potential directly and green money by remote. Hence, the following tips should help in understanding the student more completely:
    1. Regardless of mode, make sure the student is known before training occurs. Knowing the student ensures the proper language is employed in offering training, and the trainer and the student can relate to each other and the topic under discussion.
    2. Know what the student expects to receive from the training and then adapt the training to meet the expectation. Even if the student does not know what they desire in post training, allow the student to vocalize and establish expectations.
    3. Confidence in training comes from trainers knowing who they are and what they offer. If teachers are not confident, students will never be confident and will have been taught how not to be confident in acting upon the training principles.
    4. “Enthusiasm,” per Henry Chester, “is the greatest asset in the world. Enthusiasm “beats money, power, and influence.” Enthusiasm is sourced in confidence and trust. Faith in the topic is acquired by being trained and trusting in the application and organizational design to support the issue being taught. Enthusiasm is easily taught; teach by example and others will follow!

Employ voice-of-the-customer (VoC) surveys more completely. Make a team of highly professional, and soon to be promoted to team leader, employees and have them administer the VoC program. Employ the VoC as a tool to improve the business processes, procedures, and organizational design. Possessing inputs for training topics, directing customer interaction resources for marketing, and understanding the role of potential (blue money) inherent in the business products and services, as well as the employees delivering on the company promise for customer interaction, improves the business processes, procedures, and organizational design. By employing seasoned employees, the VoC becomes an organizational tool worthy of the customer and the cost of collecting the customer’s input.

There remains a great need in business for SMART training, which includes realizing the potential in people and processes to influence for good or ill. Tooblue-money-burning-2 often the problem in lost bottom-line or dropping market share is not found in green money costs but in blue money waste. When costs need cutting, always look first for lost potential and save the potential first. If the potential waste is not stopped first, the blue money will continue to burn and will morph into different budget areas because the potential lost is a raging forest fire untended and burning green money.

© 2017 M. Dave Salisbury
All Rights Reserved
Copyright for images used is retained by the original creator and used under fair use.

Assimilation: A Plea to All Immigrants and Americans!

America has recently opened its doors to large groups of people from countries around the globe, but especially from war-torn and ravaged lands.  Welcome, I am glad you are here!  The Mayor of London recently came to America and derided, denigrated, and demeaned America for asking immigrants to assimilate.  Yes, America will ask you to assimilate; yes, this request includes those legal and illegal immigrants and refugees; yes, assimilation is hard but worth it.

Assimilation is simply taking the best of your native culture, ideals, values, and beliefs, and adding them to the best America has to offer.  America is not a perfect country; we are asking for your help to improve our country by adding the best of your experiences to our best experiences and build America into a greater nation with greater opportunities for freedom.  Why does America ask you to assimilate, even though it is hard; the answer lies in the principles of unity, responsibility, and achieving the “American Dream.”

What is the “American Dream?”  Simply put, the “American Dream” is to realize freedom, all the benefits of freedom, shouldering all the responsibilities of freedom, and achieving these freedoms through work, education, and self-discovery.  A lesson many Americans need to be reminded of is that the “American Dream” has nothing to do with acquiring stuff.  The “American Dream” has nothing to do with spending money, although great freedoms are found in earning money and spending that money according to our own desires.  The “American Dream” has nothing to do with purchasing a home, even though owning property is a cherished freedom.  The “American Dream” is realizing freedom in all its glory and all of its reality.

The “American Dream” means failure, struggle, hard work, loss, gain, understanding value, and so much more.  The “American Dream” has tragedy and heartache, misery, and the ultimate joy of achievement.  Some of the hardest struggles in understanding the “American Dream” are found in sending loved ones marching to war and not seeing those same loved ones marching back home.  The “American Dream” is to understand and embrace freedom, to see the best and worst of humanity and realize that freedom is still the best form of government available, notwithstanding all the imperfections.  The “American Dream” means unifying around a single standard.

What is the single standard to rally around?  That single standard is the US Constitution and the American Flag.  Does rallying around this standard mean suddenly easy street, riches, and smooth sailing; absolutely not!  Rallying around this standard simply means unifying, dropping the labels, the hyphenations, the separations, and realizing that together we are better than we are separate.  Again, the “American Dream” is all about understanding freedom in all its glory, majesty, and terribleness.

The principles of unity are many, but also very few.  Unity is all about choice, choice is all about freedom, and freedom is all about shouldering the consequences of making choices to either become more unified or less unified.  Simple and complex, easy and difficult, unity is not a paradox; unity is a learned principle.  Consider the young child. Being a child is hard, learning the language, culture, basic standards of education, and growing.  The same is true for immigrants.  Many come here and are overwhelmed.  Like children, simply asking for help becomes a great challenge, and many times that challenge is because immigrants do not realize that help is available and simply requires asking.  Hence, the responsibility is on you, not everyone else; this means the consequences for asking or not asking are also on you; this is freedom.

The principles of unity are found in a common language.  America is the only country on earth where you can keep your language, and the national language, American English, can be a second or non-primary language.  Yet, the choice to learn American English has consequences, and those consequences come with a cost.  Learning American English is hard, requires work, and many times will not make sense until time and experience are added to learning.  Not learning American English is harder, restricts freedoms and the ability to enjoy all America has to offer, and forces you to forever remain outside America’s embrace.

The principles of unity include understanding, learning, and choosing to plot your own path.  No one is going to run your life for you.  Choosing to run your own life requires learning, understanding value, and shouldering the consequences of choices for good or ill.  In America, you can choose to be homeless, and this is perfectly acceptable.  You can choose to chase money; acquiring great riches is possible and completely acceptable in America.  Acquire those funds legally and America rewards greatly.  Acquire those funds illegally, and eventually, American justice will prevail, and those funds will be lost in a very public trial.  Again, we see unity combined with choices leading to coming together under the same standard and enjoying positive consequences or refusing to come together under the standard and enjoying negative consequences.

The principles of responsibility go hand in hand with the principles of unity.  In fact, many of the principles of unity overlap with the principles of responsibility.  For example, failure to rally under the standard of the US Constitution by breaking a law will reveal how quickly the consequence leads to being forced to shoulder the responsibility of failing to unify and how it affects you personally with the full weight and scorn of the American people.  Do illegal actions sometimes not get caught and punished; yes, but eventually society will know and act scornfully.  Justice gets served in myriad different ways.

Consider dishonest politicians.  Sometimes, dishonest politicians are not apprehended and exposed to the harsh reality of the American justice system, but they lose the respect of voters, lose their title, and remain outcasts and pariahs in American society through the media retelling their stories, through a loss of income, and through American society continually chastising them for their misdeeds.  American society can be very harsh for those choosing to not assimilate because the refusal to assimilate means a refusal to unify under a single standard, which requires everyone to do their part to make America better.

Making America better is not a job that can be shirked, forgotten, ignored, or refused.  America is all about working together.  Work requires sacrifice, learning, and properly using freedoms to achieve more freedoms.  Working together requires a common language; the common language signifies a common bond amongst those striving to achieve freedoms as a symbol of desiring more freedoms.  Please, take the best you have, add it to the best America offers, and assimilate into America.  Unify with us in a beautiful patchwork quilt of diversity and togetherness.

Diversity should never be sacrificed for unity, and unity must never be sacrificed for diversity and individuality.  It takes both diversity and unity to make America.  It requires sacrifice and responsibility to make America.  It requires a willing mind and open heart to achieve freedom and to understand more freedom is possible with assimilation than without assimilation.  The choice is yours; the consequences are yours; choose carefully.

© 2016 M. Dave Salisbury

All Rights Reserved

Confirm thy soul in self-control – Thy liberty in law!

From “America, the Beautiful” by Katharine Lee Bates (1913) comes the principles of this post and its title. This phrase comes from the second verse of the song after requesting “God” to “mend thine every flaw.” While many will consider this either religious or political, the principles being discussed transcend labels and form the bedrock of good followership, which is simply being a good leader without the title and responsibility.

The principles of self-control are paramount to living in any society, but especially in the American Society consisting of a Constitutional Republic. For example, rules and laws exist in a society as they do throughout the universe because there is no right or wrong without them, and tumult, discord, terror, and chaos in the absence of rules and laws result. The principles of self-control will prevent those laws from ever needing to be enforced provided control of selfish desires are properly employed. According to Webster, self-control is all about controlling one’s own emotions and desires or the expression of those desires in one’s behavior.

Self-control is the foundation to freedom. There cannot be any society without self-control of the individual members and that requires a sense of morality. Lack of self-control forms barbaric societies where the biggest/strongest get their needs and appetites fed and everyone else can suffer. We see this style of thinking with President Bill Clinton and the long list of sexual appetites displayed, and President Obama through his long list of vacations, foods, and family trips, along with many other federal, state, and local politicians; lack of self-control leads to barbaric actions, feeds one’s own appetites to the detriment of all other societal members, and ultimately concludes with the frustration and destruction of society as a whole. Rome was a nation that tried to curb appetites using law not moral action, refusing to stress the need for individual self-control in all citizens as a paramount virtue, including its politicians, and fell gloriously. To avoid falling, America needs to remember self-control and the liberty created through proper self-control.

The concept of law being liberating is as foreign to many as saying, “War is kind,” a concept from the poet Stephen Crane. The concept of law as being liberating stems from the foundational principles of self-control and the lessons of Alexis de Tocqueville, “Liberty cannot be established without morality, nor morality without faith.” John Adams said something very similar, “We have no government armed with power capable of contending with human passions unbridled by morality and religion… Our Constitution was made only for a moral and religious people. It is wholly inadequate to the government of any other;” thus, driving home the point that self-control is the first foundational building block of a moral society, the chief cornerstone, and the mortar upon which laws are cemented into the resulting society. If the mortar of self-control becomes cracked and splintered, the entire construction of society crumbles.

Consider ENRON and the debacle that occurred with this organization, which began with flaming success and crashed and burned into abject horror and misery. The business was originally built upon self-control, good leadership, and correct principles. Then, a new leader came into power who lacked self-control, refusing to follow established accounting principles, preferred to be a barbarian feeding individual appetites and lining his own pocket, and launched a meteoric rise in ENRON while also launching the demise and destruction of the same. When leaders lack self-control, followers will abandon self-control and follow the leader into destruction.

Self-control is difficult, but liberating. Self-control is a challenging taskmaster, and choosing to exercise self-control remains the chief lessons of childhood. Consider the story of the “Affluenza Teen;” because the parents did not teach self-control, self-restraint, and consequences for poor behavior, the child abandoned any sense of wrongdoing, and society now must take responsibility to teach the child how to behave. The “Affluenza Teen” learned that a lack of self-control is a good thing from the only teachers available, his parents. This is a replicating story in millions and millions of lives every single day in America currently. Lack of parental involvement advocating a lack of being held accountable and the only lesson learned being feed your appetite without restriction caused the “Affluenza Teen” less liberty, less freedom, and less ability to thrive. Appetites, desires, and passions must be controlled to enjoy liberty and freedom and discover other life enjoyments.

There remains a strong connection between self-control and liberty, so before God “may mend thine every flaw,” we must learn and teach self-control as the true path to freedom, as the only path to liberty, and as the main responsibility of societal members to other members in the same society. This means a return to morals and ethics as taught by religion; no, this does not advocate one religious belief system over another, as freedom of religion is a right. This means advocating for a return to religion from the wastes of “free love,” popularized in the 1960’s flower power generation, that has stripped America of much of her beauty. Those lacking self-control created multiple generations of Americans, who prefer to speak about “Rights” without shouldering any of the “Responsibilities.” Hence, self-control was the first victim of the 1960’s “Hippie Movement,” and self-control remains in the hospital on life support while society has crumbled, wilted, and died in the ensuing period of time.

In short, the chains of not possessing self-control are strong and choking the life out of American Society. We have lost liberty to government and bureaucrats of government. Those lacking self-control are honored and immortalized, e.g., “Kardashian’s,” “Clinton’s,” “Pelosi,” “Obama’s,” and so forth, while those with honor and integrity are scandalized and harangued, e.g., “Ronald Reagan,” “Benjamin Franklin,” “Robert E. Lee,” “Margaret Thatcher,” and so forth. Leaving politics and political affiliation out of the discussion, those with the most self-control enjoy the most liberty and those with the least self-control enjoy less liberty.

Some erroneously make the argument that they are freer for having less self-control except that the items being pointed to reflecting liberty are nothing more than selfish desires of the individual wanting the same appetite fulfillment. For example, according to tabloids and media, the “Kardashian’s” are symbols of sexual immorality and are filling this appetite. Sexual immorality is the epitome of enslavement and remains highly addictive. Sexual impropriety is life threatening. Sexual impropriety is an insatiable appetite, consuming everything good unless bridled, and controlled; but worst of all, sexual impropriety is mind altering leading from one perversion to another until the person is left an empty shell, damaged goods, unable to distinguish between right and wrong.

Where is liberty to be found? Control of appetites and passions has been handed down from the 1960’s as immoral, immaterial, old-fashioned, and out dated. Engaging in immoral, uncontrolled sexual permissiveness often leads to unwanted pregnancies and sexually transmitted diseases. Planned Parenthood’s success rates are an indicator. How often does lack of sexual self-control lead to sexually transmitted diseases (STD’s)? The Center for Disease Control (CDC) has a special website just for STD’s. The symptoms of no sexual self-control are all around us. Media companies advertise alcohol and sex with no control or limitations as a good thing and warn in the same commercial break of rampant problems from the lifestyle lacking self-control.

There is no freedom without sacrifice, no self-control without making decisions, no liberty without moral convictions tried and tested in the fires of unpopularity. The freedom and liberty found in self-control are not boring or uneventful, simply different from those lacking self-control. Those lacking self-control might find pleasure in the moment, but how pleasurable are hangovers from too much alcohol? How happy is an unwanted pregnancy? How happy are those with STD’s whose lives are permanently changed, affected, or outright destroyed? Let us take the words of this beautiful piece of music to heart, “… confirm thy soul with self-control” and find “… liberty in law” then we can rely upon “… God to mend thine every flaw.”

© 2016 M. Dave Salisbury
All Rights Reserved