Every year the Association of Training and Development (ASTD) publishes a State of the Industry Report.  The 2011 report released last November shows that organizations are just as committed as ever to learning and development.

ASTD collects data from more than 400 organizations across all major industries.  As reported in Training & Development Magazine (November 2011 issue) by Michael Green and Erin McGill, survey responses show that “overall, organizations continue to be committed to the delivery of knowledge and the development of employees at every level.  As evidence, they’re investing more in learning and development per employee, maintaining the same number of learning hours, and increasing their expenditure on tuition reimbursement.”

The leading content area was management and supervisor training.  Profession – or industry-specific content came in second, and mandatory/compliance took third place in terms of content.

Instructor-led classroom delivery continues to be the most widely used delivery method (about 70% of training), however, technology-based delivery systems and methods will continue to increase in the future of learning.

The good news is organizations continue to believe in employees as their most important asset – and that individuals at all levels need information and skills to deliver top performance.

For more information visit:
http://www.astd.org/TD/Archives/2011/Nov/Free/Nov_11_Feature_State_of_the_Industry.htm

We live near a park that is home to a flock of wild turkeys.  As I watched them cross the street in front of my car during the Thanksgiving holiday weekend, I paused to reflect on all the things for which I am thankful.   

Topping the list are family, friends, and good health.  In the professional arena, I’m so fortunate to work with some extraordinary colleagues.  Not only are they brilliant at what they do, I cherish the friendships that have developed over the years.

As we fast forward into the rest of the holiday season, I hope we keep focused on what’s really important, and enjoy celebrating those things.  Happy upcoming December!

Last week I facilitated two workshops on Four Generations in the Workplace.  You might be interested in Millennial responses to the questions below:

1.  What do you like about your generation?

• We’re fast, free thinkers, work hard-play hard
• Efficiency trumps traditions, non-traditional solutions – we’re out-of-the-box thinkers, entrepreneurs
• Return to some traditional values (neohippies, home cooking vs. fast food, less TV, stay-at-home moms, charity work/volunteer, saving not spending, yoga)
• Change is good; we are flexible
• We are not 100% defined by our jobs – jobs are an extension of ourselves, but we’re more than that; we live to work, not work to live
• Open to diversity/accepting
• Resourceful and creative
• Technologically savvy

2.  What do you want others to know about your generation?

• We don’t feel ‘entitled’ but do want freedom to get things done in the most efficient way
• Reciprocity of respect: either we both have to earn it or it’s both automatic from day one at work (not – you expect it, but then don’t give in return)
• No loyalty to company because we can’t depend on pension, only personal savings; we are future freelancers with no benefits, not employees of big organizations
• Our flexibility doesn’t affect our work ethic
• Saying ‘You understand us,’ is different than actually understanding us
• The status quo is not ok

3.  What do you hope to never hear again about your generation?

• ‘You’re lazy’
• ‘You’re just spoiled’
• ‘You need more experience’
• ‘You have so much to learn’

These comments are a very interesting glimpse inside the heads of a dozen or so Millennials.  Food for thought at work (and home)…

Like my daughter who just graduated from UC Davis, some Millennials (born 1980 – 2000) are on their way to your workplace fresh out of school. Others, like my son who graduated from San Francisco State University in 2009, may have been with you for awhile.

How are you doing managing these young professionals? Ron Alsop, author of The Trophy Kids Grow Up, says “employers are facing some of the biggest management challenges they’ve ever encountered. They are trying to integrate the most demanding and most coddled generation in history into a workplace shaped by the driven baby-boom generation. Like them or not, the Millennials are America’s future work force.”

We watch our daughter learning to network, go through the application process for jobs, and suffer the anxiety of waiting for a response. With our son, we see him thinking about next career steps within the bank he works for while learning to add value to his employer.

Although some things remain the same in the work-a-day process, these Millennials are doing things on their own terms. Lisa Orrell, author of Millennials Incorporated, states “Our country (and world!) has just begun to feel their impact as they reach their mid-20s. And, as with generations in the past, this generation will create new definitions for: Work environments, success, leadership, communication, management, entrepreneurship, corporate culture, and professional relationships.”

I have recently developed a workshop to help managers/supervisors with this challenge – if you’re looking for insight and tips on getting the best from your Millennials, contact this Baby Boomer!

The summer months when organizations work through employee vacations provide an opportunity for supervisors and managers to step up their employee recognition efforts. When employees are stretched covering for coworkers, it’s the perfect time for an appreciation pat on the back, email of thanks, some small treat which is special to the employee, etc.

Here is a short list of thank you ideas:

• Call an employee into your office just to shake hands and say a sincere “thanks;” post a thank you note on the employee’s office door or work area.
• Have a senior executive call, email, or visit an employee to say thanks for a job well done.
• Create a Hall of Fame wall with photos of outstanding employees; develop a “Behind the Scenes” award.
• Tape a candy bar to the computer for an employee in the middle of a long report with a note: “Halfway there – thanks!”
• Host an ice cream social at which managers make and serve sundaes for the team.
• Bring flowers to an employee from the manager’s home garden for job well done.
• Bring a digital camera to work. Take candid shots of employees – catch employees “doing something right” – and post throughout the office.

Break the summer doldrums with summer appreciation!

This month my husband and I, as well as our son, attended our daughter’s graduation ceremony at UC Davis (yeah!) I was surprised by how inspired and emotional I felt (yes, I cried – okay, sobbed).  

This Millennial generation is the largest, most tech-savvy, most diverse, most open-minded, and most eco-conscious generation in American history. Yet those fresh, enthusiastic faces we looked down on from the stands at graduation are facing the most serious economic crisis in recent history. They are about to be put to the test – and not the kind involving textbooks and answer sheets.

According to a report by Rutgers University based on a nationally representative survey of 571 Millennials graduating from college between 2006 and 2010, age 22 – 29 years:
•    Just 53% of recent college graduates are currently employed full time
•    22% are in graduate school full or part time
•    The rest are underemployed or looking or both
(Source: http://news.rutgers.edu/medrel/news-releases/2011/05/unfulfilled-expectat-20110523)

Despite these statistics, other surveys show many Millennials are hopeful of landing a job – maybe even in their field. They know they have a lot to contribute. “Employers need new thinking to fuel innovation. The type of fresh ideas and perspective that Millennials bring is critically important.  They are the future.  They are naturally accustomed to the global landscape, uber-connected, tech-dependent, 24/7 world that we must all compete within, and the Millennials are the natives. They speak the language and have a lot to teach the rest of us about how we can adapt and stay relevant.” (Jenny Floren, CEO and Founder of Experience, Inc., a college career services website provider; www.experience.com/experience/about)

As old business models are updated or replaced, it will ultimately be left to this generation to redesign the way we do business. For example, technology allows young professionals to take their office wherever they go. A recent survey by Elance (www.elance.com/q/millennial-contractor-survey.html) revealed technology and independence are critical work environment factors for Millennials. More than half (54%) of those surveyed stated telecommuting is a critical part of their career goals, while less than 13% want to work onsite at a company a majority of the time.  

Millennials bring technical expertise to work naturally, however, they will benefit by coaching on interpersonal skills, customer service, and conflict management. I hope my daughter will find a job with an organization that can utilize her talents as well as help her continue developing ‘soft skills’ for the human side of business.

As the parent of a 2011 graduate, I’m so inspired by the potential and youthful optimism of this generation. As an employer, are you prepared to tap into this potential? Millennials have the potential to profoundly change the world as we know it – how about your organization?

This month I had the extraordinary opportunity to accompany my husband on a business trip to Budapest!  He attended a conference there, and on the way ‘had’ to stop in Genoa to meet with a customer.  So we tacked on side trips to Venice, Prague, and Vienna.

I found many customer service providers in other areas of the world live by the philosophy ‘customer service IS the job, it’s not a part of the job.’  Granted, many of my contacts were with people in the tourism business, so that should be expected. However, here are a few examples of ‘walking the customer service talk:’

Retail clerk in Venice - I was buying a scarf to take home to my daughter and just couldn’t decide between a few of them.  The service provider in this tiny shop tucked into a narrow street was endlessly patient and helpful.  (I ended up buying three instead of one!)

Rialto Market in Venice – records tell of markets here since 1097.  The Fresh Product Market was a treat for the senses with rows and rows (outdoors) of seasonal fruit, vegetables, and fish. These merchants are excellent merchandisers with attractive and sometimes creative displays. In the early morning, it was fun to watch merchants help local, regular customers with current produce or fish conditions, as well as preparation tips.

Intercontinental Hotel in Prague – we arrived well before check in time, and the staff apologized for not having our room ready (certainly not their fault!)  They jumped through hoops to get us into a room in fairly short order.  This success was a result of the front desk and housekeeping working as a service team. Additionally, our primary contact at the front desk never passed us on to someone else – he stayed in touch with us and communicated progress reports.

Airport in Budapest – a Czech Airline staff member greeted us generously, and without being asked, proceeded to help us through the baggage check-in process. She also made a bit of personalized chit-chat by asking if we were on our way home now. (By the way, all of our flights were on time!)

Tour Guides – although these folks depend on tips from satisfied customers, I noticed they were exceptionally patient with their groups; answered questions for the bizillionth time as if it was the first time they’d been asked; and were flexible to accommodate customer requests.  Also impressive was their enthusiasm, and pride in their cities and countries.

Finally, regular folks – in every city we found friendly people everywhere.  In a non-professional version of service, folks on the streets rushing to work or other priorities were willing to stop and lend a hand with directions, etc.

Although there were a couple of times we had less-than-stellar service, overall our service providers were top-notch.  I came away from this wonderful trip with a few pointers to incorporate into my customer service workshops!

My trip to Dallas earlier this month for the Thiagi workshop was really great. Thiagi (aka Sivasailam Thiagarajan, Ph. D.) heads The Thiagi Group. He started his consulting business in 1976 from his basement. Now, 30 years later, he continues to operate the same business in pursuit of the same mission: to help people achieve more through performance-based training that is motivating and effective (www.thiagi.com).

It was fun to be in a room with about 25 other trainers, kindred spirits (some of our group is shown in the picture above). We learned to use activities and games to engage training participants, to keep them interacting with each other and the workshop content.

It was a good reminder for me of what it’s like to be a participant versus the trainer/facilitator. I was reminded of:

• the importance of receiving clear instructions
• the discomfort of stepping out of my comfort zone for some activities
• the benefit of meeting new folks, hearing new ideas
• the learning that comes from the debrief where we reflected on our experiences/activities
• how much fun it is to learn when you get up from the table and move frequently

I started implementing some of the things I learned right away with very positive results!

Outside of the workshop, I had a chance to visit the book depository building where Lee Harvey Oswald shot JFK. There is an interesting museum on the sixth floor, and a chance to look out the window where it all happened…

An analogy used by Stephen Covey, author of Highly Habits of Effective People, goes like this:

Suppose you were to come upon someone in the woods working feverishly to saw down a tree.
“What are you doing?” you ask.
“Can’t you see?” comes the impatient reply. “I’m sawing down this tree.”
“You look exhausted!” you exclaim. “How long have you been at it?”
“Over five hours,” he returns, “and I’m beat! This is hard work.”
“Well why don’t you take a break for a few minutes and sharpen that saw?” you inquire. “I’m sure it would go a lot faster.”
“I don’t have time to sharpen the saw,” the man says emphatically. “I’m too busy sawing!”

It’s a common refrain – I’m just too busy.  And yet, if we don’t take time to refresh and look for new beginnings, who else will?  It makes sense for each of us to take the time to reflect on how we can ‘sharpen our saw’ at work and in other parts of our lives.

I’m off to Dallas next week for a Thiagi training conference (Interactive Techniques for Instructor-Led Training Workshops) to sharpen my own workplace saw.  I’ll have a report for you about the conference in a couple of weeks.  How about you?  What are you doing to refresh, tune-up, and/or improve yourself?

I facilitated Power Hour sessions once a month for a client throughout 2010. This month, we held a debrief of the sessions – participants came prepared to answer the following questions for each session:

• What did you learn?
• What did you use? Success? Misses?
• What are you going to implement moving forward in 2011?

Responses were posted on flipchart paper around the meeting room. The group shared the responses and more discussion ensued. It was awesome to see outlined how much had been covered, discussed, thought about, and implemented throughout the year.

At the conclusion of the debrief, I asked for overall conclusions and observations. There were several themes of actions running throughout the flipchart summaries: communicating, setting goals and objectives, mentoring employees, and keeping employees engaged. The group commented on the increased level of trust and teamwork that had developed among them as they shared personal experiences and thoughts throughout the year. One person commented the sessions were enlightening: most of the topics were known to him, but generally not discussed around the meeting table and he was surprised at the ideas – in some cases, he knew more than he thought! The manager said he appreciated how the group members all took part and contributed, and learned to do so in an open, honest way with consideration for each other. He also said, “I found out that I don’t always know what’s happening – and I’m so glad for this opportunity.”

It was a great day!!