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training knowledge
STA TRAVEL.
What training is available?
Inconsistencies in induction and manage-
ment training in the past recently prompted
STA to overhaul its training to bring all
branches in line with one another.
STA offers an informative induction
programme and an ongoing development
scheme for staff, plus specialist training.
The scope of training is now regularly
adapted to meet staff’s changing needs, and
often it is in response to employee feedback.
The induction process is an intensive
three-week programme that includes basic
geography, plus lessons about the company’s
systems. Presentations are also given by
other department heads about the activity
they oversee, providing new recruits with an
overall company picture.
In the second week, inductees spend one
day with their branch, shadowing consultants
and learning about the booking process. The
third week is given over to sales techniques.
Trainees are then put into a branch for
seven weeks where the branch manager will
guide them through other processes and
teach them the additional skills they require.
Elsewhere, management personnel are also
offered a varied learning programme, with
training about how to hold a meeting, setting
objectives, getting the most out of staff,
driving sales and time management.
A new initiative in STA’s training portfolio
is a personal leadership programme which is
open to branch managers as well as senior
staff. The three-day course aims to provide
the leadership and communication skills
necessary for managers be able to take
ownership of a problem and deal with it,
rather than refer it to their manager.
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On each trip they can visit up to 10 locations. Thorn says ensuring staff have the skills to Why does STA invest in staff training?
Sales training is delivered by an external carry this out is one of the reasons behind Catherine Wilson, STA’s human resources
training company which runs three full-day, their “tremendous” investment in employee director, says the company tries to establish
off-the-job training sessions each year. training. its targets as a business, and then provides
Training sessions can vary from phone skills Rock says the training programme also its people with the skills to achieve them.
to communication techniques that convey ensures consistent practice across staff. “The As well as having increased knowledge to
conviction in the product. benefits of our one-to-one training is the drive sales, Wilson believes training helps to
speed at which we can get trainees up to the engage employees by demonstrating what’s
Why does Bales invest in staff training? standards we want, and the learning process expected of them. She says it also gives them
Vivienne Thorn, human resources director at is consistent for everyone,” she says. the ability to be flexible and adapt to the job.
Bales, regards staff training as the future of The intensive induction has other benefits, “We’re keen to promote that people don’t
the company. says Thorn. These include staff making fewer just come to work for work’s sake and for
“In all strategic plans for a company and mistakes, feeling supported in their role and the money but that they come because they
where it’s going, you have to include staff “going that little bit extra”. want to work for us as a company,” she says.
training so they can deliver. It’s integral to In terms of sales achievements, Bales STA’s commitment to staff investment ap-
meeting business objectives,” she says. conversion rates have risen from 20% in pears to be paying off. In the past 12 months,
Offering the highest level of customer 2004 to 29% last year, and customer employee turnover has been cut by 20%,
service is a key business objective at Bales. complaints have reduced.
STA
and sales and revenue have also increased.
10.10.2008 47
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