Hello All,
I work for a company which is into interior solutions and we have total of 90 employees, I’m setting up a HR department here. Our business requires our employees to visit our client’s location .The employees (Carpenters, curtain fixers, Carpet fixers (blue collared)) are leaving a bad impression by not adhering to company rules of wearing the uniform, safety shoes, without client permission roam around the place and use their washroom,etc.,So I have been contemplating on conducting training on business etiquette to let them know how important it is to represent our company while visiting a client’s place and train them . I did research on this subject but couldn't locate proper resources.
Please share your inputs or any training material on the same.
Thanks in advance.
From United Arab Emirates, Dubai
2I work for a company which is into interior solutions and we have total of 90 employees, I’m setting up a HR department here. Our business requires our employees to visit our client’s location .The employees (Carpenters, curtain fixers, Carpet fixers (blue collared)) are leaving a bad impression by not adhering to company rules of wearing the uniform, safety shoes, without client permission roam around the place and use their washroom,etc.,So I have been contemplating on conducting training on business etiquette to let them know how important it is to represent our company while visiting a client’s place and train them . I did research on this subject but couldn't locate proper resources.
Please share your inputs or any training material on the same.
Thanks in advance.
From United Arab Emirates, Dubai
Dear friend,
Before I write my reply, I would like to ask you why you prefer to remain "anonymous"? Your query cannot be a confidential matter.
You can conduct the training but then I doubt whether anything will happen. Ideally you should appoint one field trainer. He should go along with the workers on rotation basis and give them instant feedback. Employees at that level take whole lot of time to change. If you expect them to change with just 1-2 trainings then it is a great myth.
I have observed that even at managerial level also participants take the training nonchalantly. Therefore, do not expect these people to take the things seriously. Let the training happen. I am quite sure to tell you that your field trainer will have a bag of surprise when the workers start behaving as if no training was given!
When you say you did "research" of the subject, then may I know what did you do? How many field visits did you do? What feedback did you take from the clients?
Thanks,
Dinesh V Divekar
From India, Bangalore
Before I write my reply, I would like to ask you why you prefer to remain "anonymous"? Your query cannot be a confidential matter.
You can conduct the training but then I doubt whether anything will happen. Ideally you should appoint one field trainer. He should go along with the workers on rotation basis and give them instant feedback. Employees at that level take whole lot of time to change. If you expect them to change with just 1-2 trainings then it is a great myth.
I have observed that even at managerial level also participants take the training nonchalantly. Therefore, do not expect these people to take the things seriously. Let the training happen. I am quite sure to tell you that your field trainer will have a bag of surprise when the workers start behaving as if no training was given!
When you say you did "research" of the subject, then may I know what did you do? How many field visits did you do? What feedback did you take from the clients?
Thanks,
Dinesh V Divekar
From India, Bangalore
Hi,
In addition to Dineshji's advice, I will only add that you should have a Code of Conduct document and ensure that the Field Trainer is suitably versed, to enable him to reinforce the code in the field.
Your training should include the importance of employees as Ambassadors of the company, and that their good impressions will result in more business, that will keep them employed.
Be careful, though, in that the Code of Conduct document does not become a set of rules; policies and procedures (these are separate documents), which form part and parcel of the employment contract: and so are enforceable.
Whilst, a Code of Conduct is not a contract, but a code that is to be followed.
I hope the above helps.
Regards,
Harsh
From United Kingdom, Barrow
In addition to Dineshji's advice, I will only add that you should have a Code of Conduct document and ensure that the Field Trainer is suitably versed, to enable him to reinforce the code in the field.
Your training should include the importance of employees as Ambassadors of the company, and that their good impressions will result in more business, that will keep them employed.
Be careful, though, in that the Code of Conduct document does not become a set of rules; policies and procedures (these are separate documents), which form part and parcel of the employment contract: and so are enforceable.
Whilst, a Code of Conduct is not a contract, but a code that is to be followed.
I hope the above helps.
Regards,
Harsh
From United Kingdom, Barrow
Hello,
Greetings!!!
We are corporate training firm - "Overture Rede Private limited" based in New Delhi. If you need training for your blue collared employees such as etiquette, Communication, negotiations, Grooming, Team Buliding, Conflict management, Selling skills, Personality development, then you can contact us.
Thanks & Regards
Shiva Dogra
9958133775
From India, Lucknow
Greetings!!!
We are corporate training firm - "Overture Rede Private limited" based in New Delhi. If you need training for your blue collared employees such as etiquette, Communication, negotiations, Grooming, Team Buliding, Conflict management, Selling skills, Personality development, then you can contact us.
Thanks & Regards
Shiva Dogra
9958133775
From India, Lucknow
Dear Mr Divekar and Mr Shukla,
Thank you for your quick response and advice.
Apologizes for being anonymous,my name is Disney.
When I say research i'm talking about the material available on the net to facilitate the training mentioned.Personally I haven't visited the work site,these are the complaints(Or feedback) we received from the clients.But considering your suggestion will visit the site to get a clear picture.From past sometime i have been considering on code of conduct but as most of the employees are illiterate,was thinking on educating them on a PPT.
Mr Dogra,
The company is not willing to engage a external trainer,in case we decide on hiring,will get in touch with you.
Best Regards
Disney
From United Arab Emirates, Dubai
Thank you for your quick response and advice.
Apologizes for being anonymous,my name is Disney.
When I say research i'm talking about the material available on the net to facilitate the training mentioned.Personally I haven't visited the work site,these are the complaints(Or feedback) we received from the clients.But considering your suggestion will visit the site to get a clear picture.From past sometime i have been considering on code of conduct but as most of the employees are illiterate,was thinking on educating them on a PPT.
Mr Dogra,
The company is not willing to engage a external trainer,in case we decide on hiring,will get in touch with you.
Best Regards
Disney
From United Arab Emirates, Dubai
Dear Mr. Disney,
I personally hold a different view on the remedy.
Sermons (read training loaded with preach or well crafted codes) do not change behaviors. Had it been so, so many wise people have told numerous time and occasions "how to be a good human being". The world should have changed by now.
Even a whip boy on-site may change behavior in his presence, may be some of them would change behavior in parts.
The real solution would be to understand the backgrounds of these workers. They are likely to have been brought up in a different environment and life-style. Project the company's objective to be arrived at, by imbibing the good behavior into a color recognized by them. Also in a "What is in it for them" way.
Make them see a reason colored in their set patterns of beliefs and how that is going to effect their own existence, the way they dream.
You need to design the instructions with a little pain. Deliver them as group communication therapy. You are likely to see 60-80% percent of them to change. Among the rest who have not changed, some will see others, feel left out and change. Some more again will remain adamant, it is best to remove them.
Your goal will be achieved. We have practiced this several times, especially when it involves workers formed of less educated, less privileged strata of society.
We have always believed "No human being wants to fail or fall in grace in the eyes of fellow workers/society." Enable them to visualize with clarity "Why should I do it" in their sub-conscious. Over a period the culture will prevail with gentle hand-holding positively.
Defining the desired outcome, training need-configuration, recipient profiling, developing the content, method of delivery, designing the delivery, parameters for measuring, evaluation methods make things happen. The quantum of the above parts of building a good communication therapy changes from situation to situation, because no two situations are identical.
Many training shops may not agree with this. The reason is, "One who holds a hammer thinks of every challenge as nail". Many of these training shops have one or other kind of hammer in their hands and propose one or other tin-packed training. No offences meant. I believe that there are good organizations delivering value on desired outcomes. I personally know some of them done a wonderful job.
Good luck! Wish you achieve your goals!
From India, Pune
I personally hold a different view on the remedy.
Sermons (read training loaded with preach or well crafted codes) do not change behaviors. Had it been so, so many wise people have told numerous time and occasions "how to be a good human being". The world should have changed by now.
Even a whip boy on-site may change behavior in his presence, may be some of them would change behavior in parts.
The real solution would be to understand the backgrounds of these workers. They are likely to have been brought up in a different environment and life-style. Project the company's objective to be arrived at, by imbibing the good behavior into a color recognized by them. Also in a "What is in it for them" way.
Make them see a reason colored in their set patterns of beliefs and how that is going to effect their own existence, the way they dream.
You need to design the instructions with a little pain. Deliver them as group communication therapy. You are likely to see 60-80% percent of them to change. Among the rest who have not changed, some will see others, feel left out and change. Some more again will remain adamant, it is best to remove them.
Your goal will be achieved. We have practiced this several times, especially when it involves workers formed of less educated, less privileged strata of society.
We have always believed "No human being wants to fail or fall in grace in the eyes of fellow workers/society." Enable them to visualize with clarity "Why should I do it" in their sub-conscious. Over a period the culture will prevail with gentle hand-holding positively.
Defining the desired outcome, training need-configuration, recipient profiling, developing the content, method of delivery, designing the delivery, parameters for measuring, evaluation methods make things happen. The quantum of the above parts of building a good communication therapy changes from situation to situation, because no two situations are identical.
Many training shops may not agree with this. The reason is, "One who holds a hammer thinks of every challenge as nail". Many of these training shops have one or other kind of hammer in their hands and propose one or other tin-packed training. No offences meant. I believe that there are good organizations delivering value on desired outcomes. I personally know some of them done a wonderful job.
Good luck! Wish you achieve your goals!
From India, Pune
Hi,
I Fully agree with Mr. Learnever.
However my opinion may help,as I m also handling such strata of employees in my company.It is in deed a complex process, but I have always felt that they need us and that is why they are with us.What matters is the way we are going to deal with them.For this we need to come to down to their very level to know them and understand them.Making them realise that they are not in wrong hands.Assuring them 100% return of their performance and they will be ready for doing any thing for you.For sure I have many practical example that has given me and innate understanding to realise that people work for you not only for financial reasons but they live their little dreams with yours.
Thanks.
Bijay
From India, Vadodara
I Fully agree with Mr. Learnever.
However my opinion may help,as I m also handling such strata of employees in my company.It is in deed a complex process, but I have always felt that they need us and that is why they are with us.What matters is the way we are going to deal with them.For this we need to come to down to their very level to know them and understand them.Making them realise that they are not in wrong hands.Assuring them 100% return of their performance and they will be ready for doing any thing for you.For sure I have many practical example that has given me and innate understanding to realise that people work for you not only for financial reasons but they live their little dreams with yours.
Thanks.
Bijay
From India, Vadodara
This is a matter of concern for the company since it concerns their corporate image.
We did face this challenge while doing interiors for the home of CMD of welknown Bank, The site supervisor has arranged for the uniform and time scheduling and proper house keeping at the site had created a positive image of the company. Site supervisor has played a pivotal role.Workers need to be educated the importance and motivate to follow discipline and etiquette on site.
Another MNC has also made similar efforts to groom their blue colored employee on the theam of Brand ambassador. They were trained by professional keeping their cultural background in mind and how this change will help them personally in addition to their professional work.Showing their pictures and videos of pre and post behavior. Though result will be coming slow and repeated efforts will set an environment and will produce spill over effect..
Dhiren Vyas
From India, Ahmadabad
We did face this challenge while doing interiors for the home of CMD of welknown Bank, The site supervisor has arranged for the uniform and time scheduling and proper house keeping at the site had created a positive image of the company. Site supervisor has played a pivotal role.Workers need to be educated the importance and motivate to follow discipline and etiquette on site.
Another MNC has also made similar efforts to groom their blue colored employee on the theam of Brand ambassador. They were trained by professional keeping their cultural background in mind and how this change will help them personally in addition to their professional work.Showing their pictures and videos of pre and post behavior. Though result will be coming slow and repeated efforts will set an environment and will produce spill over effect..
Dhiren Vyas
From India, Ahmadabad
If the workers are illiterate then I am unable to see how a powerpoint is going to work.
You need to bring them in, sit them down and discuss with them the fact that they need to wear the uniform, why they need to wear the uniform, how it helps the company etc. You need to also ask them if there are problems with the uniform, and then address those concerns. Do what is necessary to make it easy for them to do the right thing.
The second thing to do is check each day. I am assuming that they report each morning to the office and are allocated to teams and then given the jobs to go to.
So when they arrive for work each day, you check that they are correctly attired, neat, clean shoes etc. and send them on their way.
There may need to be a bit of "carrot and stick" here to aid reinforcement, i.e. penalties for not complying, and a bonus of some sort if they come to work correctly attired over a period of a month say.
From Australia, Melbourne
You need to bring them in, sit them down and discuss with them the fact that they need to wear the uniform, why they need to wear the uniform, how it helps the company etc. You need to also ask them if there are problems with the uniform, and then address those concerns. Do what is necessary to make it easy for them to do the right thing.
The second thing to do is check each day. I am assuming that they report each morning to the office and are allocated to teams and then given the jobs to go to.
So when they arrive for work each day, you check that they are correctly attired, neat, clean shoes etc. and send them on their way.
There may need to be a bit of "carrot and stick" here to aid reinforcement, i.e. penalties for not complying, and a bonus of some sort if they come to work correctly attired over a period of a month say.
From Australia, Melbourne
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