Beyond Surface Level Training Solutions

When you’re thinking about learning opportunities for your support staff, it’s very tempting to jump to a training solution as soon as you’ve identified performance issues. But many factors contribute to staff performance and if you’re only considering the actions you’re seeing, you may end up responding to the symptoms instead of addressing the underlying root cause. Without getting to the primary source of an issue or behaviour, it’s likely you’ll find it cropping up again and again.

So, how do you uncover root cause? By asking questions! Here are a few questions that start to dig below the surface:

• What’s the scope of the problem? Does it relate to just a few workers or many? If it relates to a group of workers, are there factors they all have in common?
• Are workers unwilling, or unable, to perform a task in a certain way?
• Are there organizational barriers that need to be addressed before workers can apply their learning?
• Once you believe you have identified the root cause, engage in discussions with your support workers. Achieving a shared perspective and understanding of the issue's core can profoundly impact performance.



If you find yourself seeking a training solution for a complex problem, reach out to us. We will collaborate with you to unravel the true heart of the issue and address it directly.