How to Develop Well Trained Employees

How to Develop Well Trained Employees

Teach Employees "WHY" AND NOT JUST "HOW"

OCTOBER 5, 2009

Managers will generally agree that proper training of employees is the key to running a successful department or business.  Without the training the result could be costly mistakes, low production, and low employee morale. Fines or penalties could be assessed by local, state, or federal governments for failure to comply applicable laws, rules, and regulations. Employees could consider leaving the company, and if customers are not satisfied, they can move their business elsewhere.

Quality control plans must be in force to assure compliance with state and federal laws, regulations and company procedures.  
There is one more item that can help immensely and that is employee training. There are always new employees coming on board that need training and seasoned employees that need refresher courses to strengthen what they have already learned. Everyone will agree that a well-trained employee is more productive and generally happier with his or her job. An effective training program creates a much higher quality of work and usually reduces employee turnover.

Depending on the size of the company, an employee may be trained only on the particular function assigned to him or her. In this case, it is difficult for the employee to understand how it all fits together and how a processing error will affect the customer. Generally, new employees are trained how to process their work, but unfortunately they are not always taught why the work they do is important. They may not understand what the ramifications are to others if the work is not performed correctly. If they were provided with all the background information and understanding of the components of their business, their work would no doubt be more accurate. This would result in the overall success of the department or business.

Some companies place strong emphasis on training and have ongoing programs in place. Other companies rely on a department’s management team to provide training. Since managers, supervisors, and other employees know the company’s internal policies and procedures, they are wonderful resources for providing training. However, these same people are key players in the day-to-day management of the department and may find it difficult to find time to provide training. There are usually other sources for training that should be considered.

Internal Legal Department
The legal department is a good source for answering questions about state and federal laws that impact the escrow department. Loan servicers have implemented procedures for compliance; however, do the newer employees really understand all the requirements? The legal department can provide background training and help employees understand why certain procedures must be followed.

Cross Training
After an employee masters their assigned job, it may be time for him or her to learn a new job. For example, develop a program so employees can trade jobs and train each other. This broadens their knowledge of the overall functions of the department and increases their understanding of why certain procedures are followed.

Written Procedures
Written procedures with detailed instructions for processing should be available to all employees. The procedures must be updated as changes occur. If the department managers do not have time to write procedures, consider using the services of a consultant or contractor.

Training Material
Consider purchasing professionally prepared training material. Training products that are ready to use for training classes are real time savers. Some training packages are prepared in such a way that the manager can insert the company’s unique policies and procedures. This allows a manager to easily tailor training to meet their company’s specific needs.

Professional Trainers
Consider hiring professional trainers to come to your office and conduct training classes.

There are many ways to provide employee training, but the point is that it is important to teach employees “why” instead of just “how”. There is no substitute for quality training – the result will be quality performances.


CW Enterprises

MortgageProducts
Linda Chandler

Email: l.chand@tx.rr.com