Front-line staff are those who interact directly
with customers or the public. This includes:
Front-desk (or service-desk) staff;
Customer service staff;
Branch staff in general;
Call center (or help desk) staff;
Sales staff and,
Those out in the field.
The front-line environment
The front-line environment is unique within
a business. Therefore, it is important that these
employees acquire an understanding of the
environment in which they operate, as this is
very different from that of management and
Some key characteristics:
Front-line staff have very defined job roles;
They have extensive interaction with
customers or the public;
The majority of front-line roles are
There are very strong time and resource
pressures on the front-line environment;
Front-line environments are often closely
monitored through the use of a variety of
metrics. (This is particularly true in call centres.)
Front-line staff have limited opportunities
to innovate the ways in which they work;
The organization is legally liable for the
actions of front-line staff.
Front-line staff often need information before anyone else
in the organization. This includes: product or service
information, detailed knowledge about the organization
itself, latest updates and news, legal and compliance
Additionally, if there is an article in the media which
announces a new initiative by the company, front-line staff
need to know immediately, so that they can appropriately
answer questions and phone calls.
Benefits of Front-line Training
There are very real benefits to be gained by the
implementation of a structured training methodology in
the front line environment. This includes:
Improved customer service and satisfaction;
Improved consistency of advice and information;
Reduced legal exposure and risk;
Reduced customer support costs.
Performance appraisal is a process and a means
of setting goals, measuring and enhancing individual
and organizational performance. It also fosters
professional and career development on behalf of ordinary
staff members. It offers a comprehensive approach to
approach to staff supervision/coaching.
An effective performance appraisal process
has the following characteristics:
A connection to organizational and
departmental mission and goals;
Is used to clearly define organizational
expectations of performance;
Focuses on performance as well as
Is an ongoing process versus an annual event;
"Is more focused on future direction than on past
performance"; "Involves all staff members in the
Benefits of Giving Positive
and Constructive Feedback
in an appraisal
Clarifies expectations, and assures the individual
that he/she is on the right track;
Assists in making 'early corrections' to ensure that
there are no surprises later;
Improves communication between individuals,
particularly between the supervisor and
Presents an opportunity to learn about
ourselves and how we interact with others;
Creates an opportunity to develop ourselves
and be the best we can be;
Assists in making "early corrections";
No surprises later.
The Supervisory Skills Development Program is
designed to give participants a deep understanding of
important leadership and supervision concepts and
equip them to play a firm, fair and effective role as
leaders and supervisors.
Participants are also trained to avoid a passive or
authoritarian style of leadership and to strike a fair
balance between the interests of the company and
the interests of staff.
This training significantly improves staff motivation
and morale, and leads to better company performance.
Better results due to active supervisory
More highly motivated managers,
supervisors and staff;
Improved staff-management relations;
Improved supervisor-manager relations;
Improved problem-solving and fewer errors
due to more open and constructive communication;
Better communication and cooperation
Higher employee morale due to more
Entrepreneurship is a key competence that individuals
or collective entities develop through actions aimed to
create value for others.
The progression in entrepreneurial learning
is made up of two aspects:
Developing increasing independence
and responsibility in acting upon ideas and
opportunities to create value;
Developing the capacity to generate
value from simple and predictable contexts
up to complex,constantly changing environments.
Entrepreneurs create jobs, lift the standard of living,
usher new technology into society, and keep competition
alive in the marketplace.
Every bit of knowledge you can gather before
you begin your entrepreneurial career can
help you avoid serious mistakes.
Areas of focus will include:
Finding your passion.
Choosing an interest that you can
be passionate about.
Defining your market.
It's vital to narrow your market down to what
is realistic, and stick with those who have a
reason to be interested.
3. Price point
Your target defines the ideal price. Survey your
defined market and adjust accordingly.
4. Using social media as a marketing tool
Social media is obviously a powerful tool.
Focusing it on your business can get word
out quickly and cheaply.
Traditional and online press relations can yield
coverage that has longer shelf life and costs less
than advertising. Think about what makes your
product new, interesting, and relevant. Then,
talk to the media about it.
Looking for mentors.
The beginning of any venture can be exhilarating,
frustrating, liberating and terrifying all at once.
Remember, although younger generations can be
more tech-savvy than those who have been in
business for years, there are still basic principles
that are refined by experience.
Inductee Training for contract
Proper induction training is increasingly a legal
requirement. "Employers have a formal duty to provide new
employees with all relevant information and Training,
Particularly relating to health and safety".
Induction training is more than skills training. It's about
the basics that seasoned employees all take for granted:
What the shifts are;
Where the notice-board is;
What the routine is for holidays, sickness;
Where the canteen is;
What the dress code is;
Where the toilets are.
also need to understand:
The organization's mission, goals, values
Health and safety rules; and of course,
The job they're required to do, with clear
methods, timescales and expectations.
Induction training offers a wonderful
to establish clear foundations and
expectations in terms
of ethics, integrity, corporate
social responsibility, and all the other converging
concepts in this area that are the bedrock of all good
modern responsible organizations.
Trainers and new starters - anyone - can bring
compassion and humanity to work.
The starting point is actually putting these
fundamental life-forces on the workplace agenda.
Professionally organized and delivered induction training is
your new employees' first proper impression of you and
your organization, so it's also an excellent opportunity to
reinforce their decision to come and work for you.
As a manager for new employees it's your responsibility to
ensure that induction training is properly planned. Even if
head office or another 'centre' handles induction training -
you must make sure it's planned and organized properly for
your new starter.
Specialised training packages
for targeted business
"Training must be made relevant
to the client's workplace."
Zoma Business Solutions, in keeping with our mandate,
offers a variety of short-courses, designed to offer one-stop
solutions to challenges faced in the workplace.
Areas of training include among others:
Business Writing Skills;
Dealing with employee absenteeism and lateness;
Introduction to the progressive disciplinary process;
Dealing with difficult customers.
Additionally, we can create customized training
packages to meet your particular challenges.
Candidates receive state-of-the-art, sophisticated
training on proven methods to deal with current and
future challenges in the workplace.