How to Coach Yourself and Others How To Perform On The Job Coaching

11. Hand the initiative over to the trainees Narrative of a good OJT: "On day one of the training, I give trainees a break in mid-morning. I say, 'Go explore — just observe —then come back and ask me any questions you have.' Rather than saying 'here's this, here's that' — If they explore on their own, this gives them a start in generating questions. It's them coming to you, not you lecturing them. And, it helps break the ice so they get used to asking you questions and they know you won't embarrass them." Contrast: "I tell them right away, the first day. If you don't ask me questions, I'm going to assume you don't have any. It's up to you to let me know what you don't know." 12. Use Open Questions And Interruptions To Keep Trainees Alert Narrative of a good OJT: 7 reinforce what the training video and the employee manual is trying to teach trainees. I usually interrupt the video at several places and say something like: 'Just tell me in your own words what the video is saying', or 'what are you learning about now?'. Asking open-ended questions helps them to learn, and it lets me know where they're going to need extra help from me. Also, since I know they always think the actors are stiff and funny, it lets me assure them that the value of the tape is to teach these three basic things, and that we'll spend a lot of one-on-one time working out the style issues." Contrast #1: I don't use the training tapes. In this part of the country, that's not the way people act. You're teaching the wrong things if you expect trainees to mimic the actors." Contrast #2: "Sure, I ask open-ended questions. On the first day, I have trainees take home the card which explains one of our promotions. I say: 'This is about money. Study it.' Next day when they come in, I say: 'OK, how are you supposed to sell the program?'" 13. Get Everyone Involved Narrative of a good OJT: "We have a team approach to running the store, so I incorporate that into the training. Everyone gets involved in the training. I introduce trainees to everyone the first day. I tell trainees what each person is especially good at, so they can go to them to learn tricks-of-the-trade after they've learned the basics. And, right from the start, I have different people demonstrating certain things to the trainees. Periodically we talk about this as a group, maybe in a store meeting or maybe informally, like over lunch. Just to be sure we're all going in the same direction and the trainee isn't getting confusing signals. Trainees discover they can ask anyone anything, and this helps them learn. Plus, teaching others keeps all of us sharp — sometimes we discover we're not practicing what we're preaching. And, by doing it as a group, it helps keep our team spirit up." Contrast #1: I don't like other people teaching trainees the basics. I don't know what they'll teach them. I want them to learn the right way, from me. 27

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