When starting a training program, managers should consider the following three subjects as major items to be covered during this time.

1. Skill, does the new employee come with a skill set that was evaluated during the interview process? What type of skills are required, and how can the employee put these into practice? Can skills be learned on the job or should all skills be taught in a classroom setting first? What percentage of prior work skills to classroom skills are necessary? Can life lessons be more valuable then classroom lessons?

2. Knowledge, as a manager you must be able to teach, instruct, coach and mentor employees. You as the manager must show that you not only have the in classroom knowledge but be able to use this knowledge in the ‘real” world. One thing you should remember is as the manager you will gain more respect if you can demonstrate and have a full understanding of what the employee is going to encounter on the job. The manager must stress the importance of on-going education and learning and should be up to date on trade materials, new products, new trends, customer service and employee programs, that are associated with their industry.

3. Behaviour, is not all body language or communication although these are extremely important it is does the employee have the willingness to make changes? Is an employee wanting to make a change or do they just want to do as little as possible to get by? As the manager you should provide examples of good customer service or job performance behaviours, or bad customer service and job performance behaviours. If an employee does not grasp or have the willingness to change then you more than likely will need to change out that employee. Managers should provide examples and situations and role play with employees either one-on-one or in a group setting.

Your ultimate goal as a manager is to set the employee up for success by providing them the skills, knowledge and behaviour to do their job.