What are the companies teaching their employees
It’s never too late to study. Following this axiom, the Russian Presidential Administration decided to send 34 employees to the courses “The Culture of Written Business Speech and the Language of Law”. The state representatives decided not to save money on literacy. The presidential administration is ready to pay 143 thousand rubles for the courses.
The training program includes lectures on “Split and separate spelling of words with “no”, the study of pleonism and tautology, contamination and problems of clerical office, controversial issues of party names. The lecture “Capital and lowercase letters in the name of government agencies and positions”, in theory, should dissuade officials from spelling all institutions and positions with capital letters.
Special attention will be paid to typical language mistakes in the texts of official documents and trends in writing of legislative acts. There will also be a practical lesson on the rules of spelling and punctuation. The course for officials will last 40 hours. At the end of the class, students will be tested for four hours. If they pass the exam successfully, they will receive a state document.
Officials go to educational programs annually. Thus, this year 23 officials will be trained under the program “Lawmaking Problems: Quality of Law and Legal Technique” (it costs 96.6 thousand rubles), and another 18 officials will be trained under the program “Combating Corruption in Public Administration”. For 75.6 thousand roubles they will be explained what are the signs of corruption, told about its causes, acquainted with anti-corruption legislation and measures taken by the Federal Antimonopoly Service and the Prosecutor’s Office to combat corruption. Workshops are expected, including on anti-corruption expert review of draft legal acts.
Most Russian companies have realized that excellent sales skills, rather than knowledge of the Russian language, will help to counteract the crisis. That’s why the most popular courses nowadays are on conflictology, stress tolerance and active sales. “Salespeople”, who are tired of hearing rejection in response to words about super words, teach not to despair.
Igor Krivulin, trainer-consultant, Leonid Krol Personnel Training Centre
“Learning how to collect customer information.”
- Training requests have been changed. If earlier they were taught “to grow up”, now – for people to learn something concrete.
Sales representatives and all those involved in sales, began to actively teach akvizirovki – attracting new customers. This is the most rapid trend.
For example, we teach consultants car dealerships to attract people to the salon. On recommendations, on old bases, making “cold calls”.
Before each call there is a thorough study of the client. Instead of calling by number from the directory, information about clients is collected – up to the specifics of the company’s business. The situation in the company is analyzed, what people are responsible for what. We teach, among other things, how to find information.
Alla Pospelova, business trainer, director of training company “Growth Factory”.
“An element of the show is out of training.”
- Over the past year, training from the show has again become a working tool for business. In 2007 and early 2008 everyone needed to have fun at the training, post-training service was not even interested in customers. We suggested: let’s audit the training results. And we were told: “Why, it was so fun!”
Now the training was approached very thoughtfully, began to analyze whether the average manager needs to manage personnel.
Two people instead of five are sent to intra-corporate training sessions, they save money.
Conflict- and stress-resistance training has become much more popular and they are asked to be included in service training. And with much more pressure they order sales training.
Engineers learn how to save
The power plants and sales companies send their employees for advanced training courses and two-day seminars to the Corporate Energy University.
The drop in companies’ profits has not affected the number of students, Ivan Shablakov, manager of the Electric Power Market Group, said. “Personnel need to be trained under all conditions. And in a situation where there’s no money, it should be done even more intensively, because there are cuts: where two people worked, now one. And this one should be able to do everything,” he explains. They also teach how to manage processes at power plants and how to make steam turbines more economical and reliable. There are also practical courses on gas turbine technology (with simulator training).
Sellers have become more polite
In a situation of reduced demand, sales specialists have become the most popular employees. Nothing has changed in Euroset with the crisis: salespeople are both taught and polite. “Employees study psychology, conflictology, dispute management techniques – that’s what they need for their work”, – told “Trud” the head of PR-service of the company Ulyana Smolskaya.
The situation is similar in Svyaznoy. The training budget for employees, approved last year, is being implemented. We also have our own training center, so there are no problems with training. “For salespeople we conduct sales trainings, office employees are trained depending on the specifics of their work”, – says Vera Eliseeva, Director for Organizational Development of Svyaznoy.
Pharmacists are soothing.
Pharmacists are taught to answer questions from disgruntled customers “Why is it so expensive?” and “Why is it cheaper at the pharmacy across the street?”. The increased number of lectures on handling customer objections is a sign of the crisis. Conflicts flare up right outside the pharmacy counter.
However, pharmaceuticals is one of the few industries where employees are being actively recruited. “New employees undergo a mandatory training course: customer-oriented service, sales techniques and handling of objections. Employees also get acquainted with the products that come out under the brand name of our chain, and repeat the pharmaceutical order,” – says Olga Voik, head of the development and training center of the pharmacy chain “36.6”. The classes last from three to seven hours.
Profleaders count the money.
People who may lead strikes in the future go to training in image, conflict and leadership skills. As a result of the crisis, the number of trainees at the Institute of the Trade Union Movement has doubled: as early as 2007, 63 people completed a professional retraining program, and 124 will graduate from it.
“We also teach management of trade union organisations, because chairpersons need to be able to work with people and resources. As long as they work the old way they can. And here we teach them PR techniques”, said Svetlana Demidova, deputy executive director of the Institute of Trade Union Movement. The Mining and Metallurgy Trade Union, Rosugleprof, Electroprofsoyuz, Radioelectronics Workers’ Union and Neftegazstroyprofsoyuz are sending their activists for training.
Clerks are knocking out debts.
Bank clerks learn how to beat out debts. Banks mass send employees of call-centers on courses, including the School of professional collector.
The basic course is called “collector-professional”, ordinary credit experts are taught strategies of working with debtors depending on their type and with their representatives (family or guarantor).
The psychological side of the issue (argumentation techniques, negotiation algorithms) and the legal side of the issue are discussed separately: clerks remember which articles of the law to address in order to form a sustainable motivation for the debtor to repay the debt.
In practical classes, real recordings of conversations are analyzed, and “students” play out situations by roles.