Training For Multiple Business Locations: Hands-On Training Approach
Hands-on training is one of the most common ways a business can train and prepare its employees to be successful when integrating a new technology, system, or process, and is almost always the best option when a new system or technology is integrated into a business. This avenue for training is also the best way to work with employees who may be technology-challenged so the trainer can see where individuals may be struggling so the training can be adjusted to add additional time for certain tasks.
With hands-on training, one or two head trainers can train everyone within the company. This is easiest when the trainer(s) are only working with one business location, but is possible with multiple business locations. However, this type of training will require travel and time in each business location for the trainings. Scheduling with multiple locations may prove to be challenging, especially if key employees are unavailable due to their own business travel, time off, or other business obligations.
Classroom trainings are best with this type of training program. The amount of time the trainer will need to stay at a location will depend on how many classes will need to be held to accommodate all levels of employees in the company. The classrooms should be setup based on how the employee will use the CRM. Typically, directors and executives will be in a different classroom training than other employees because they will generally use the system in a different way than other employees (usually more for reporting purposes). Other groups should be setup based on how they will use the system as well. It is usually by department as finance will use most systems differently than customer service, and so on.
Occasionally, depending on the type of system, some employees will need one-on-one training. This usually occurs when one person will oversee the system and become the SME, or Subject Matter Expert, for that business location. This will give one person in-house that everyone can go to with questions or issues with the new system. Structuring this type of chain of management will decrease questions and issues to the head trainer.
The length of the trainings will be determined by the amount of information that is needed to be given to that specific group of trainees. High-level trainings (i.e. for directors and executives) will likely be much shorter than for those who need a more comprehensive training on the system. In this training environment the trainer is also able to see if trainees are distracted and can help keep attention to the task on hand.
The trainer will likely need to stay for a few more days to ensure all questions are answered and that the new system works properly on all computers. The trainer will also need to be available to all employees for additional questions or issues that may come up. For employees who do not consistently use the new system, additional refresher training may also be needed. This is where the SME for this location can help greatly. The SME can schedule periodic refresher trainings and communicate requests for changes or upgrades to the system.