Source: American Management Association

When personal computers first invaded the workplace, trainers were the experts on each new program, upgrade, and operating system. Even today, some trainers may feel that they only need to keep a step ahead of their students to ensure job security and that new software introductions will automatically drive employees into your department's computer classes. If that's what your trainers think, ComputerPREP, Inc., a Phoenix, Arizona firm that specializes in employee computer training programs, points to two trends that may spell trouble:

• 
  
• Employees are becoming more computer literate.
• Technology and software are becoming smarter.

Say Goodbye to "Computerphobia"
Each year's crop of high school and college graduates is more computer literate than the last. Many high schools and colleges require students to submit their work on disks. Thanks to good training and affordable PCs, even aging Baby Boomers have enhanced their overall skills. If your training operations are average, many computer-savvy employees may not take a second or third computer class because they gained enough information from the first course to develop more advanced skills on their own. In effect, the more people you train, the smaller your untapped market becomes. The second trend mentioned above--smarter products--will enable more computer users to learn independently thanks to improved help screens, answer wizards, and templates. This isn't saying that the need for training will disappear, of course, but trainers must acknowledge these trends and changes if they want to keep their programs viable.

A Paradigm Shift
ComputerPREP officials note that while many training facilities still operate on a conventional instructor-led paradigm, emerging technologies such as interactive multimedia and CD-ROM make up the fastest growing segments of the training media market. Trainers who read and heed this handwriting on the wall will enhance their job security. New training media and computer-literate employees require a shift from an instructor-led paradigm to a customer-led paradigm, which has several nontraditional characteristics:

• 
  
• The training department becomes a profit center that uses state-of-the-art training techniques.
  
• Instructors are often facilitators who use technology that's built into the software.
  
• Computer-literate employees may only need brief, focused training on specific programs.
  
• Workers who own PCs may be willing to learn on their own time.
  
• Employees' needs drive the training department's course content and scheduling.

Enhancing Productivity
How can you make your facility more productive under these conditions? Use Flexible Schedules. You can spread the fixed cost of your facilities and equipment over more employees by:

• Offering shorter, more focused classes.
  
• Offering complete training during the day and abbreviated versions of your daytime classes in the evening.
  
• Employing technology-driven instruction (TDI) and self-paced programs and courseware whenever possible in lieu of traditional classes taught by full-time instructors.

  Become a Training Superstore. Grocery stores have redefined themselves in response to customers' changing needs. They now operate 24 hours a day and have branch banks, dry cleaners, photo labs, and pharmacies. Your department can, and perhaps should, use technology to become a "superstore" as well. One way is to set up self-paced training workstations, using either VCRs or computers with CD-ROM. That way, you can respond to workers with an immediate need--for example, those who want to learn enough PowerPoint to give a presentation next week. Also consider converting part of your department to a video checkout counter to serve employees who don't have time to take a class but want to learn new material on their own time. Your regular "customers" and higher management will be impressed with your department's proactive stance. Product Differentiation. Consumer-goods marketers change their product lines to appeal to different needs and set themselves apart. So can your department. For example, changing the location, facilities, or media for some training may appeal to managers who don't want to sit in a classroom and admit they've never used a keyboard. Hold periodic "Executive Orientations", including lunch or hors d'oeuvres, to demonstrate simple, integrated programs like Microsoft Works. Publish a catalog of training videos that employees can check out if they want to learn at home. Offer to make individual presentations about T&D's new philosophy to all the other departments. It's exciting to think of creative ways to accommodate your "customers'" needs, schedules, proficiency levels, and special interests. Adopting a customer-driven paradigm positions your department as a bellwether of your company's success.

  This article content is Copyright 1997, American Management Association. All rights reserved.

  The American Management Association International is a leading membership-based management development and training organization.

  
  

  
  

  ---

  
  
  
  

  Questions or comments? Post your opinions in the Bulletin Board, our bulletin board service. Do you have an idea for an article? Interested in being an author? Submit it! Please see our rules regarding submitting articles and ideas.

  
  
  

  Copyright Interactive Training, Inc.