The Importance of Microlearning for the Frontline
This article outlines the importance of micro-learning for the frontline workers. It details the methods that can be used to effectively execute micro-learning programs for the frontline of companies.
The importance of frontline workers in any organization cannot be stressed enough. The pandemic has made us understand the importance of frontline workers, especially in the health sector. It must be noted that the frontline of all sectors are equally important.
Whatever company you run, it is the frontline who acts as the face of the company. The customers first, and sometimes only impression of your company depends on your frontline workers. It is the frontline which conveys the vision and values of your company to the general public.
Needless to say, empowering the frontline workers with correct tools is imperative for the success of any business. You need to make the frontline workers feel heard. They need to be kept in the loop about the changing dynamics of the company they work for. They need to be taught how to cope with various situations.
What Disney Discovered
Dan Cockerell was employed as the leader of a team of 12,000 cast members. Their job was to welcome twenty million visitors annually to Magic Kingdom, Walt Disney World.
Dan Cockerell and his team were interviewed in depth about their work experience. Afterwards, Disney discovered that their guests wanted mainly four things.
- To be treated as an individual, instead of as a faceless part of a big group.
- To be made to feel special.
- For themselves, their time and money to be respected.
- For their queries to be answered, and to be guided to the correct path.
These four expectations of Disney guests were the same as the expectations of Disney employees. These led to the four-part ‘chain of excellence’:
- Employee Satisfaction
- Customer Satisfaction
- Sustainable Results
If the leaders of a company are truly committed to employee satisfaction, learning can enhance the experience. Proper learning can provide the frontline team with more expertise to promote customer satisfaction and in turn, success for the company.
Cope, Convert, Create
Keep in mind that the frontline workers are the busiest employees of most organizations. Hence, they get a relatively small window to devote to learning.
Engaging mobile-driven micro learning programs are thus ideal for the frontline workers. They need to cope, convert and create when faced with a variety of challenges.
Cope: Even in stressful situations, frontline workers must not be stressed themselves. They have to find a way to act fast and de-escalate the issue. They must remain calm and polite at all times.
Convert: Think from the customer’s perspectives for effective resolution of conflicts. Maintain clear communication at all times.
Create: Gain a complete, in-depth of the company and it’s vision. Understand customers’ minds and help them use your services better. Explore opportunities of cross-selling.
It might seem easier and quicker to teach an employee only the things that pertain directly to their role in the company. But remember, an employee who is aware of the larger picture of the company and brand values is better suited to act as your spokesperson.
Do not believe in ‘blinkers on’ learning. Encourage employees to absorb the nitty-gritties of your company. But do not flood him with complex jargon. Make the process of learning simple and easy to grasp.
Training frontline workers by putting them in various simulated scenarios is an effective way to prepare them for real-life situations. Build customer personalities and make employees go through simulated conflict situations. This will make employees more confident.
Keep it Going
Make it easy for learners to gain access to more information. Learning need not be done in one big chunk, but in small and enjoyable steps.
Fast and Fresh
Keep the frontline in loop with new developments in the company. This will enable them to deal with customers’ queries more efficiently.
Fun and Games
To promote greater learner engagement, consider injecting an element of fun and games. Make the process of learning competitive. Use the training program to celebrate a learner’s win, taking time to explain why and how they won. This is how competition can be transformed into competitive learning.
Every learner must be able to provide feedback on the training program. You never know, you might get a great suggestion or a valuable insight from your frontline.
Encourage employees to respond freely, without fear or unwillingness. Set up a system to follow up on learners’ feedback, and to act on them. You can even teach them the significance of feedback as part of the training program.
Having a well trained, well informed frontline is of paramount importance to every company. Do not neglect the many faces of your company. Instead, provide them with correct training and see them shine!