One of our Trainers yesterday conveyed the interaction between herself and a particularly resistant delegate. This delegate was on customer care training and he was a sales person for a retail store.
He didn’t see the point in being there as in his opinion he is not being paid enough to pay attention to customer care.
He was quite outspoken and challenging and also of the opinion that sales people “make the organisation”. Without sales people in his words, “the organisation would not exist.”
It is not unusual for us to find this kind of resistance during training sessions, thankfully though it is definitely a very small percentage of delegates who do think in this manner. Whenever I hear it though it reminds me of the following nursery rhyme...
"The wheels on the bus go round and round,
round and round, round and round.
The wheels on the bus go round and round,
A-ll da-y lo-ng!"
The wipers on the bus go swish, swish, swish etc.
The doors on the bus go open and shut, open and shut etc.
The horn on the bus goes beep, beep, beep etc.
The children on the bus go chatter, chatter, chatter etc.
Clearly it is impossible
for a bus to move forward effectively and efficiently without all components and passengers (clients) in working order!
It is true that some of the parts are more critical than others…For example the bell on the bus would influence the effective service, but the wheels coming off, well that would mean that the service stops altogether.
However it would also be true to say that the sum of all parts
, including the clients
and atmosphere of chattering children, make for an efficient transport business.
Holistically speaking thus this sales person is very incorrect in his assumption that he is the only one that influences the effective operation of the company
If his delivery personnel do not perform, or his accounts department get it wrong, if the buyers do not have their fingers on the pulse and the management and leadership do not have a relevant and market related vision, the same end result could be predicted.
Assisting our delegates to see the holistic vision and to become involved in the organisation as a whole
, thereby fully engaging in what they do on a day to day basis is one of the most rewarding aspects
of being a facilitator. Ultimately thus ensuring that the wheels do not come off!
© Debbie Engelbrecht
Debbie Engelbrecht is the MD of Staff Training, established in 2001. She is a soft skills facilitator and management coach and strives to enthuse, assist and empower her fellow South Africans wherever she has the skill to do so.
Email us at info@StaffTraining.co.za
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