New employees go through similar emotions; fear, apprehension, uncertainty, doubt and some excitement when it comes to their first day. How the employer prepares the onboarding experience to manage these emotions will determine the success of the new starters first three months. You want to give them the best possible start from day one, ensuring they will deliver a return on the investment you made in them.
Any induction/on-boarding experience is an investment, helping to develop a co-ordinated, motivated and loyal work force, which in turn builds an excellent level of customer service, giving your new employees the right start, the best experience and the right message about who you are and what you do.
We design and create induction programs that suit our client’s businesses needs, we can produce all training materials, we can Train The Trainer or we can deliver the induction training. Inductions can be from one or two days to over several weeks, this will depend on the information required to communicate the employee’s role.
Our bespoke training courses are built from our comprehensive Training Needs Analysis (TNA) with the resulting training reflecting the findings of this analysis. We agree with you what should be included, different methods of delivery and timescales for design. Your induction is designed and built to reflect your brand values, ethos and behaviours using your brand toolkit. Stage checks are put in place for it to be signed off and content checked. With a final review and sign off with key stakeholders before delivery.
Inductions typically cover:
INTRODUCTION TO THE COMPANY
The company story, how it all began and what we do.
GETTING TO KNOW EVERYONE
Introductions and a little about everyone.
COMPANY HISTORY
Key milestones, mission statement and/or goals.
THE STRUCTURE
Introduction to the leadership team, who’s who.
COMPANY VALUES & BELIEFS
Why the company does what it does and how we say and do it.
WHAT EVERYONE GETS
Benefits, holidays and optional extras.
HOW WE DO THINGS
Rules and behaviours, health and safety and sickness.
A TOUR OF THE BUILDING
A physical walk around or a video virtual tour (if there are multiple sites or the training is not being delivered at head office)
Inductions can also include:
PRODUCTS & SERVICES TRAINING
An overview session or indepth knowledge to support new employee’s role i.e. customer services or sales.
SALES TRAINING
Specific sales skills to help new employees to sell effectively and compliantly and have great conversations with your customers.
CUSTOMER SERVICE TRAINING
How to handle complaints, procedures and processes, how to deliver great customer service.
SYSTEMS TRAINING
How to use the programs and systems needed to perform in the new employee’s role and enter the right data or process the sale.
COMPLIANCE TRAINING
Regulatory procedures, processes and data protection.
ASSESSMENTS / KNOWLEDGE TESTS / ROLE PLAYS
To measure your new employees, or to set a minimum standard, or to practice new skills.
CALL LISTENING
Listening to calls, live or recorded to understand how the skills are put into practice.
ON THE JOB
Time spent with experienced persons to learn the role, with a sign-off process for each stage.
If you’d like to refresh your current induction, or considering the idea of having an induction for the first time, or need more training resources to support your internal team why not get in touch.
