Over the last six months, I have provided flow-walking support, coaching and training to new staff members. A recruit commenced in the most recent recruitment cycle; they were confused and frustrated using one of the main systems. They did not understand several of the system’s features/functions. My task involved supporting and instructing her to the point where she selected and used relevant features in the system to process customers’ debts accurately. The first technique I employed involved removing her from the main work area and holding a one-on-one meeting in a private office. This was to lessen her feeling overwhelmed, ask targeted questions to gain a better understanding and perspective of the situation and pinpoint specific features in the system she was having difficulty using. This was an invaluable meeting as she revealed the importance of understanding the ‘why’ and ‘what’ in performing a task, and I gained knowledge of her learning style. The next technique involved printing screenshots of the system’s features; I briefly explained each feature and when and why these should be used. The screenshots appealed to her visual learning style, which she referenced as I provided practical instruction in using the system. In addition, I printed operational blueprint sections to explain further how this information could be used to assess customers’ circumstances. As a result, she quickly developed a robust understanding of the system’s key features and when they should be used, gained confidence in performing system-based task work, and met/exceeded key performance indicators (KPIs), one of which was proficiency in using this system.
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Annie Cerone
