Employers that provide their team with training are making a commitment to better customer service and to being more competitive in the marketplace as well as encouraging a reduced team turnover rate.

Few businesses are incapable of providing some sort of in-house training to improve skill levels and the improvements in performance that result makes it a highly cost effective investment.

A typical small business’ basic skills training program can incorporate on-the-job instruction of individuals or groups by supervisors and cover practical subjects such as workplace safety and equipment operation.  It can also encompass more fundamental topics like reading and writing that at first may not seem work related but actually underlie everyone’s ability to perform their job.

It won’t take a lot of time to develop these programs, nor will it require much in the way of resources.  The essence of basic skills training is the sharing of information, letting those with more knowledge communicate what they know to those who will benefit from the exchange.

This type of training is also valuable as part of an induction program for new workers to ensure they have the specific knowledge their work requires. It will give them greater confidence and enable them to be more productive from day one.

Delta Wire, a small manufacturing company in Mississippi, instituted a basic skills training program that enabled workers to record and interpret information on a control chart, and to communicate about that information properly. A year after the program was introduced Delta Wire's non-conforming material had decreased from 6 or 7 percent to just 2 percent and the firm’s output had increased from 70,000 to 90,000 pounds per week.

Here’s how to introduce a basic skills improvement program in your own organization.

1. Start by analyzing each position in the business and list the specific knowledge and skills that it requires. This will tell you the kind of training you need to provide.

2. Appoint one senior person from your team as the Training Supervisor. Let them be project manager of the training and work with them on structuring the process that will deliver the skills training needed.

3. Identify the members of your team who would make the best instructor for each of the skills on your list. Involve as many other team members as possible in the planning and let them help in developing the content of each ‘course’.

4. You might be able to involve your suppliers or even some of your customers in the process, especially if skills related to equipment or product usage are part of the requirements. Most people are willing to share their knowledge with others if asked to do so.

5. As with all the training you do, be sure you have a way of getting feedback on how effective the training has been. Ask both the instructors and the students to evaluate the training sessions and use their comments to improve the process.

Most business owners find there’s never enough time in the day. Your time is valuable and the demands of your business usually dictate how you spend it. The last thing you can afford is to have your time wasted by others.

Time-wasters are people who take up your time in such a way that it distracts you from running your business. You’re unable to manage because you have to spend your time dealing with people who just don’t seem to understand that you have more important things to do.

Business owners need a set of communication techniques they can use to deal with this kind of person – techniques that are always there and ready when needed. These techniques need to be as effective as they are inoffensive because regardless of whether you use them with your team, your customers, your suppliers or anyone else, the aim is to manage the conversation, not alienate the person.

Think of the last time you had the feeling that you just couldn’t escape from a customer or a phone caller. Your mind kept thinking about all the things you needed to get done but couldn’t because this person was monopolizing your time. 

Time is money and whenever that situation arises it’s costing you money. You need a way to get conversations with time-wasters under control. So start by taking the initiative in the conversation and employing one of these techniques:

Respond with a ‘conversation killer’

Have a prepared list of questions that are real conversation killers. “Have you tried (other business name) for those?” or “Why don’t you ask about that at (other business name) – I’m sure they can help you” are examples of this.  This sort of response should be helpful but redirect their attention from you to another target.

Provide the information impersonally

There are lots of ‘shoppers’ that are just gathering information but don’t really intend to buy anything. An example of this is DIY homeowners who use hardware store owners as a source of information because they can’t be bothered looking up how to do simple things around the house.

Hardware store owners have learned that the best way to deal with this is to keep a list of sources of handyman related information that they can hand DIYers instead of having to take them through the whole process of how to paint a house or fix their leaking faucet.

‘Backroom’ the paperwork

Business owners need time to concentrate on the never ending flood of paperwork that crosses their desks. Try to do as much paperwork as possible away from customers and instead of having them wait until everything’s finished, just send them their copies in the mail.

Hang up on telemarketers

Telemarketing is so common these days that you’re likely to get at least one call a day from these time-wasters. They have a number of ways to keep the conversation going so don’t let it even begin. Once you’re aware it’s a telemarketing call just tell them “Sorry, I don’t have the time for this now” and hang up.

Delegate ‘handling time’

You don’t have to deal personally with everybody that wants a slice of your time. Learn to delegate ‘handling time’ to others and tell the time-waster something like “I’d really like to help you but (team member) will take down all the details and order that part for you”.