Whatever you do, DO NOT think about a white bear…
So, what kind of white bear came to YOUR mind? A polar bear? A white teddy-bear?
“Try to pose for yourself this task: not to think of a polar bear, and you will see that the cursed thing will come to mind every minute.” ~ Fyodor Dostoevsky, 1863
I first learned about this phenomena as a psych major at the University of Kentucky:
Academically cool stuff, but why is this important to you?
When you train your staff, focus on the actions that you want them to take … do not focus on what not to do.
It’s a nuance in communication, but if you say, “don’t just hand a customer a brochure,” handing off that brochure is exactly what they will think about.
What else can you do to better train your team?
Just do it
Staff development is vital. I love the old joke where Manager A says to Manager B, “What if we invest in staff training and they leave?” And Manager B replies, “What if we don’t and they stay?”
Put training on the calendar. Assign responsibilities and accountabilities. Set goals for the training’s outcome. Then measure, monitor and adjust as necessary.
Keep the staff involved
Not just during the training session, but get the staff involved in the planning. A great first step to planning is to gather your team’s input. After all, the training is built to make the team better and make their jobs easier. So, start with them.
Keep it real
Keep in mind that you can overdo training. Prioritize.
Keep it fun and engaging
Now, whatever you do, DO NOT think about calling me to work with your bank or credit union.
I’ll be waiting!!!
Also Read:
- Empathy Leads to Sales
- Use Psychology for More Memorable Marketing
- Emotion, The Key to Engagement and Sales
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