- By NRG Staff
These are unprecedented times – political, social and moral issues, wars and economic struggles. Amid all of this, companies are dealing with something for the very first time in recorded history – five generations of people in the workforce, at the same time, chat to email, cubicle to monitor.
With so many different communication and work styles, it’s almost as if the various generations are all speaking a different language – all needing to be translated at once.
Studies show that companies that have a comprehensive training program have as high as 218% higher income per employee than those without a formal training program.
From Boomers to Millennials to Gen Zer’s – Navigating a multigenerational workforce can indeed lead to challenges due to varying communication styles – how we speak, how we listen and how we disseminate information. Layer in various technological IQs, work habits, and preexisting conceptions about other generations, and you have a recipe that can be a little too salty if not managed correctly.
We know that poor training has shown to lead to low First Call Resolution (FCR) rates and high call times, negatively impacting customer satisfaction. This leaves leaders asking: how do you create a robust yet nimble coaching and training program that will resonate with each generation, creating high EX and CX?
Omnichannel Training Programs
When we look at other organizations and try to understand what is working for them – and what opportunities exist – we look to omnichannel approaches to ensure they are reaching all our ICPs where they exist and how they prefer to receive and interact with information.
Dealing with a multigenerational workforce is no different.
Creating a robust, multi-dimensional in-person and virtual training program can not only offer the promise of retention and adoption, but a higher level of Employee Experience.
“When employees feel they are heard, like they are truly understood and valued, their commitment to the brand becomes exponentially deepened,” said Joni Arison, President and CEO of NRG. “Whatever you’re training them for, teaching them to do, they are more likely to capture the information and use it because they feel a deeper connection to the company. This is priceless.”
Companies with ineffective training programs can lose up to $13.5 million per 1,000 employees annually due to decreased productivity.
Here’s one way to counteract that:
Key Components of a Omnichannel Multigenerational Training Program
- Interactive Learning: Use of gamification and interactive platforms to increase engagement.
- Microlearning: Adoption of short, focused training sessions that cater to the shorter attention spans and preference for on-demand learning of Gen Z.
- Macrolearning: Strong database of learning modules and training materials that can be accessed easily and downloadable for Boomers and Gen X.
- Mobile-First Design: Ensuring training materials are accessible and optimized for mobile devices.
- Personalization: Leveraging AI and data analytics to tailor the training experience to individual learning styles and career paths.
- Chat Follow–Ups: Establish a chat channel for any discussion, best practices sharing or Q&A. This allows every member to voice successes, issues, creating a stronger team environment.
Building a Continuous Learning Culture
- Strategies to foster a culture of continuous learning and development that aligns with each generation
- Monthly or quarterly in-person and virtual coffee-chats to share success stories and establish a strong feedback loop.
- Keep chat channels open
Hosting a multigenerational workforce can produce an incredibly rich working environment that can be valuable to every employee. Figuring out how to achieve that while developing training and coaching programs that consistently deliver positive results can be achieved with the help of highly trained consultants who possess an outside lens. If you would like to learn more about our Coaching & Training programs and how they might benefit your organization, contact us today. We offer initial 15-minute calls to see if our skillset matches your needs.
We look forward to hearing from you.
experience + excellence
The NRG Coaching & Training Assessment
Would a full assessment of your current coaching & training programs help you to gain a better understanding of what’s working, what isn’t …and what’s available that will work for your operation?
We provide businesses with the tools they need to make informed decisions. Once our assessment is complete, our team of experts will work with you to build a custom solution that fits your needs. Our use of state-of-the-art technology guarantees you’ll be able to access your data whenever and wherever you need it.
