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Documenting Employee Training & Performance

Instructor: Alyssa Sharrocks
Gathering performance data allows companies to make informed decisions about the trainings that should be offered to their employees. By analyzing employee attendance and performance, businesses can make any changes necessary to ensure that employees are receiving the tools they need to succeed.

Tracking Training Increases Success

If a tree falls in a forest and no one is around to hear, does it make a sound?

''If a tree falls in a forest and no one is around to hear, does it make a sound?'' At the same rate, if an employee takes a training and it is not documented, was the employee actually there? This may sound like a silly comparison, but in actuality it represents to importance of documenting all training in a business.

As a business grows and headcount increases, it becomes difficult to track employee training and performance if accurate documentation has not been done. A main priority of any Human Resources department is to hire and retain talent. A large factor, according to employees, when deciding whether or not to stay with a business is the time, energy, and resources spent on them. This makes the employees feel like they are valuable to the company. Besides keeping the employees engaged, businesses train and develop their employees to increase talent and improve productivity. For instance, in a call center, where representatives on the phones are speaking to customers every day, training needs to be an ongoing process. The call center representatives will need to have a plethora of trainings such as customer service, active listening, empathy, and tackling frequently asked questions to do their jobs correctly. These trainings help the employees succeed by helping close critical gaps of missing knowledge.

Creating the Training Plan

Workforce managers' main job responsibility is identifying trends in business-centered data. In a place like the call center mentioned previously, the workforce manager would analyze call volumes, customer service levels, call durations, and overall quality scores. The workforce manager examines patterns in the data, searching for achievements and challenges faced by teams or individuals. The next step for the workforce manager is to share the information gathered with Human Resources or Training and Development. These teams can interpret the data and create a needs based analysis for individuals or teams. Some of the data collected may point to a need for expedited training, while other data might recognize an outstanding job of an individual and convince managers to spend additional time developing this person for a future role. The needs based analysis basically works as an explanation of what training is needed. Having this formalized process causes a paper trail to be created about the employee or team. The paper trail can prove to be very helpful in the case that the employee needs to receive a warning from HR for job dismissal. Can you imagine the headache that Human Resources might go through if there was no proof that an employee received training and other accommodations?

Once the needs based analysis is created, the training team will assign a curriculum for the individual or team that aims at improving performance. This process is much easier when there is a formal training staff and courses that are already designed and being implemented. Learning management systems, also known as virtual programs, are also used to train by using content created by bigger training organizations. The downside of these programs is that they can be very expensive for a company to purchase. However, the curriculum is designed to once again create a paper trail of the steps taken to train each employee in a company.

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