Selecting the right technique for PC staff training
By Robert Shaw
The computer has a permanent place in the world of business communication. You employ more than 10 people, and you want to be certain that they get the best from those PCs that cost you heaps of gold? In today’s jargon, you must select the “mode of delivery for computer skills training”. Select the wrong approach and it could cost you substantial sums of money.
Let’s assume you have a moderate level of staff turnover, staff help each other with the computer packages they use, your PCs are at least 286s (f not, upgrading here must be a priority!), and you are looking to invest in a moderate sum in training.
Delivery modes
There are four main means by which you can tackle this task:
1. Hire a training consultant
2. Send people to public courses
3. Use video based training
Initial considerations
Be clear on the requirements of your office. Know what computer packages are important for your operation. Talk to sales people and upgrade before you invest in training. Every business will need word processing and spread sheeting. You will probably want to run an accounting package, but if you are competent with your spread sheeting this may serve you better. Other specialist programmes include point-of-sale record keeping, and client databases. Many people train for things they never do. Training people who then leave is also rather pointless. Sort out these matters before you spend money.
The key criteria to weigh when selecting the delivery mode are:
1. Value for money
2. Targeting
3. Convenience
4. Quality of the learning
5. Refresher and further training
Value for money
Cost will be an important consideration. Accurately assess costs, comparing them to ensure value for money.
Targeting
List the individual training needs of every staff member. Many people will need to operate specialist packages that relate to specific business functions. Ask your people what they use and what they would like to learn. Think about where your business is going and pick the two greatest needs. Focus on these and forget the rest. Now get detailed. What spreadsheet packages, what word processing packages? Get advice from salespeople, and others, on the outputs of different packages and their ease of use. You should not have to pay for this kind of advice.
Convenience
Your business must run while the training proceeds. Individual staff members must be able to fit the training in with their responsibilities.
Quality of learning
Computer operation is a skill. This means it is a practical activity that people learn through practice. Practice is best if it is in short bursts, with clear instructions before each activity. Operators must practise their skills many times over before proficiency develops.
Refresher and further training
If people do not practise particular skills sufficiently, those skills will not be available to them. Much initial training develops an awareness of the capabilities of computer packages but does not produce competent operators. This is because the training does not provide the practice needed to bring the operator to a reasonable level of proficiency. Instructions and practice are most valuable just before the skills are used in earnest. Thus, computer manuals are important. The reality is that most people find them difficult to follow and waste much time with them. Important refinements, such as short cuts, are seldom learned from manuals.
Comparing delivery modes
The table below has notes on the three delivery modes.
Keep to one path
If you are a small organisation, or a medium sized business you are usually better off to develop expertise in one delivery mode: either work with a consultant, send people on public courses, or use video based training. Drifting over all three modes will cost you money and suggest to your staff that you do not have clear philosophy. You will gain in competence in the mode you select.
Personal assessment
Video based training is probably going to be the most cost-effective vehicle if you employ people with good basic skills and intelligence. Your people can probably help each other and use the tapes to ensure that they are efficient in their keyboarding.
Delivery modes compared
| CONSULTANT |
PUBLIC COURSE |
VIDEO TRAINING |
|
| COST |
$1000 to $2000 per day. Usually includes materials. |
Average $270 per day per person. May include notes. |
Programme package about $700. Use it with any number of people. |
| TARGETING: PEOPLE |
Flexibility in delivery of information to suit people’s needs and learning styles. |
Set menu. Good for basics e.g. keyboard skills. No targeting of individual needs. |
Have to match people needs to set course content. |
| TARGETING:SKILLS |
Training time can be distributed according to your needs |
Set purpose and level. usually one package at a time. |
Packages for different purposes. Select according to needs. |
| CONVENIENCE: |
Negotiate time with trainers. Length of sessions has to be reasonable. |
Times set by trainer. |
Flexibility in time on initial training. Can set short sessions without extra cost. |
| QUALITY OF LEARNING |
Communication skills of consultant most critical. Must provide for practice. |
Communication skills of trainer are critical. Seldom sufficient provision for practice. |
Presentation quality important. Repeated instructions helps learning. Practice is facilitated. |
| PACE OF LEARNING |
Set by course design. Individual differences can be catered for in early stages of design |
Set by course design. Not much scope for individual differences. |
Learner can set own pace. |
| REFRESHER POTENTIAL |
Depends on contact with consultant. |
Minimal |
Excellent. Help when it is needed and at no extra cost. |
| FURTHER LEARNING |
Negotiate further contract work. Costs variable. |
Take new course at full cost. Consult notes or manuals. |
Excellent. Learn new topics as needed and at no further cost. |
| VALUE FOR MONEY |
Variable |
Good for basic skills and overview. |
Excellent if have over (say) 10 staff and seek top performance. |
Paper published in Communication Comment 4 May 1995