Training Staff Without Bringing the Business to a Stop

Orders still need to go out, customers still need attention and someone has to keep the business running. Finding time to train staff is not always easy. A small business owner introducing a new stock system, customer booking process or piece of equipment has to think about more than getting employees trained. The daily work still needs to get done.

In a small shop, taking two employees away for training could leave one person handling customers. In a workshop, it could mean fewer people working on jobs. At a small factory, production may fall behind.Some business owners ask an experienced employee to show everyone else what to do. It saves time, but it can also create problems if the person doing the training has developed their own way of working rather than following the correct procedure.

The mistakes may not be obvious straight away. Stock records become inaccurate, orders are packed incorrectly or employees keep asking for help with tasks they should be able to handle themselves. For many SMEs, training has to happen while the business is operating. This means finding ways to teach employees without leaving customers unattended or putting orders on hold.

Use the work already coming in

Consider a small retailer that has introduced a new system for recording incoming stock. Three employees are responsible for receiving deliveries, checking invoices and updating stock records. They previously used a handwritten book, but the business has moved to a computerised system.

The owner cannot send all three employees away for training because deliveries still need to be received. Instead, the supervisor works with them individually. One employee watches the supervisor process a delivery, then handles the next one while the supervisor checks the entries. The same exercise is repeated with the other employees when their duties allow.

Each employee spends about 45 minutes learning and practising the process. The stockroom stays open and deliveries continue to be handled. The supervisor also needs to see whether each person can complete the task without help. If someone is still struggling, they get more time to practise.

Training can happen at the workstation

Not every task requires a formal training session. A new till procedure, stock count or customer booking process can often be demonstrated at the workstation using the actual equipment or system. Other jobs need closer supervision. Someone learning to operate machinery, for example, should not be left to figure things out while production continues.

Business owners can use quieter periods to train employees, rotate staff and ask experienced workers to demonstrate tasks they know well. Short sessions are often easier to fit into a working day than taking everyone away for several hours. Written instructions can also help. A short guide next to a machine or computer gives employees something to refer to when the supervisor is busy. For routine tasks, a business could record an experienced employee demonstrating the process on a phone. New staff can watch the video when learning the job or when they need a reminder. Online courses can help with skills such as basic computer use, bookkeeping and customer service. However, they cannot always replace practical training on equipment or systems used by a particular business.

What happens when employees get the job wrong?

When employees have not been properly trained, the same mistakes can happen repeatedly. A small manufacturer, for example, may find that orders are regularly packaged incorrectly. Employees may use the wrong materials, leave out items or fail to check the order against the customer's requirements.

Someone then has to unpack the order, correct the mistake and prepare it again. If the problem is only discovered after delivery, the business may also have to arrange a replacement and deal with an unhappy customer. The owner should look at where these mistakes are happening and whether employees understand the packaging process. A supervisor can demonstrate the correct method, let each employee practise and check the finished orders before they leave the premises. This is more useful than simply telling staff to be more careful. Employees need to know exactly what is expected of them.

Did the training make a difference?

A month after the training, the owner should look at whether employees are making fewer mistakes and completing tasks in less time. Customer complaints can also show whether the training has helped. Another useful measure is how many employees can now perform the task without someone guiding them.

If mistakes continue, the problem may not be a lack of training. Instructions could be unclear, equipment may be unreliable or employees may be working under too much pressure. An attendance register will not tell the owner whether employees have learned anything. The supervisor needs to see them doing the actual work. For a small business, taking employees away from their duties for training is not always practical. But leaving people to figure things out on their own can create problems that affect the whole business.