Soft Skills and Behavioral Training
Soft skills and behavioral training are two important types of employee development initiatives in the service and client facing industries. These courses emphasize on communication, client interactions, client grievance handling, and support-providing skills. In industries such as retail and F&B, where client interactions are in person, behavioral training plays a critical role in training employees. As both the skills are multidimensional, the traditional two-dimensional training cannot address these issues. With effective client interactions and outstanding customer support being two deciding factors for return customers, the emphasis on getting it right the first time is primary.
A lot of employees in client facing positions are not sensitive to varied customer emotions and tend to unintentionally be indifferent. This creates a negative image of the organization in front of the customer. Regular training in handling different customers and their emotions helps these employees sensitize towards a customer’s unique disposition and provide them with a unique and delightful service.
Why traditional training alone is not enough to improve an employee’s soft skills and behavior towards customers?
- Two Dimensional: Traditional training is two-dimensional and only consists of lectures and assessments. However, soft skills and behavior training needs a multiple dimensional approach consisting of understanding a customer’s body language, tone of speech, and grievance. This requires additional dimensions of eLearning such as videos, simulations, and situation re-enactments to better explain appropriate responses from employees.
- Assessment difficulty: Traditional training and assessment methodology relies on paper-based assessments. However, it is challenging to assess complex soft skills and behavioral training on paper. Simulating a situation and assessing the response through eLearning courses provides improved assessment options.
- Need for continuous training: Soft skills and behavioral training cannot be taught or learned in one day. It requires regular training and continuous practice for naturally responding in an appropriate way.
- Need for specialized instructors: For regular soft skills and behavioral training, a constant presence of specialized instructors is required. However, hiring an external trainer for an extended period will not be economical for the organization. By blending eLearning into the mix, the overall time a soft skill expert is required can be greatly reduced.
- Limited Reach: Organizations may have salesperson, business outlets, customer support centers, and retail stores located across the globe and each region may have its unique language and culture. Nonetheless, the organizations strive to maintain standard products and services to retain a feeling of familiarity. In such cases, translating courses into multiple languages can help ensure a standard training approach.
How does eNyota help you with soft skills and behavioral training?
- Simulation-based courses: eNyota helps your organization create simulation-based courses, which enable the employees to understand the ideal way of interacting with customers and identify best responses for specific situations.
- Global reach: eNyota has translated soft skills and behavioral courses into multiple global languages and has helped the organizations maintain a standard training approach. This would facilitate the training of channel partners and distributors across the globe.
- Mobile optimization: Let eNyota optimize your courses for mobile learning, so the learners can access training on-the-go! Sales professionals can now hone their soft skills in between meetings and even while traveling.
- Bite-sized information: By breaking complex topics into bite-sized modules, eNyota helps your learners understand difficult situations and conversations in a simplified manner. These micro-courses also increase learner retention.
- Customer persona training: eNyota can create customer persona courses for identifying customers based on specific body language, the tone of speech, and situations. This can help you train your tech/customer support on ideal interactions and how to better deal with the customers.
Are your employees getting trained on the go? Why not switch to mobile learning?