Roanoke Times
                 Copyright (c) 1995, Landmark Communications, Inc.

DATE: SUNDAY, July 2, 1995                   TAG: 9506300024
SECTION: BUSINESS                    PAGE: G-3   EDITION: METRO 
SOURCE: CAMILLE WRIGHT MILLER
DATELINE:                                 LENGTH: Medium

TRAINING IS PART OF THE JOB NOW, SO DON'T SHIRK YOUR NEWCOMERS

A: Gayle C. Stoner, director of leadership development at Hollins College, explains that "whenever a shift is experienced, whether through a new member or a crisis, you have to start over." By adding new employees you have created a new group that needs to get to know one another.and you have to get to know one another." In such cases "you don't get them up to speed, you're working with a new group."

Don't view money spent on earlier training as a waste; that money was targeted for the group you had at the time. Stoner suggests keeping in mind that the group has changed. "Different isn't worse, but it is different," she said.

Continuous training doesn't mean re-creating earlier exercises and experiences; that would prove ineffective for those who participated in early efforts. Stoner counsels introducing new approaches to achieve increased teamwork.

Stoner also suggests viewing your new group as an advantage. With new members there are shifting roles that can relieve the stresses of monotony. It falls on you, the supervisor, to help "reframe the group."

Keep a training diary and record the types of training your staff completes, the purpose, the dates and the names of employees who participated. This can help guide the constant maintenance groups must experience to make training successful. Stoner finds that "companies who have poured money into training and don't follow up have wasted their money."

Constant maintenance and on-going training are critical to maximizing your investment.

Q: Is it appropriate to give monetary gifts?

A: While most of us enjoy windfall cash, monetary gifts often lead to problems. At worst, they can be construed as buying favor. At best, cash suggests little thought has been given to gift-giving. Neither image is one you want to convey.

Monetary gifts are appropriate if a co-worker or employee has had a major family crisis, such as a fire or medical problem. The costs of these crises are great. In these cases, donations from co-workers and employers are greatly appreciated.

During the holiday season it isn't unusual for an employer to give monetary gifts to all employees. Monetary gifts, to be fair, should be distributed to all employees although the amount may vary depending upon factors such as attendance record, seniority and position.

If the gift-giving situation doesn't fit one of the above situations, find an appropriate gift. When all else fails, consider a plant suitable for the office.

Q: I hate using voice mail and often hang up rather than leave a message. When I leave a message, I worry that it sounds stupid. I know this hurts my business performance, but I can't seem to overcome it.

A: Nearly every business has voice mail or an off-hours answering machine and those that don't soon will, so you're wise to face your fear.

Take a minute to outline your thoughts in writing. To whom is it directed? What key points should be covered? What's the desired outcome? When can you be reached for a return call? Practice with a tape recorder; record your message, listen to yourself, and work to improve the quality. Leaving messages is similar to acting. Practice with your script and strive to play the part of one who is comfortable in the role.

Finally, make your call standing up with outline in hand. If you reach the party, sit down and begin a friendly business call. If you get voice mail, smile while you listen to the message, and remain standing. In your friendliest business voice, identify yourself and then go over the points in your outline. Finish the call with a smile and "I look forward to talking with you soon. Thank you." Smiling and standing will add to your confidence and authority.

Some voice mail services allow you to review the message you've left. Take advantage of the service and reward yourself when your message "works". Few people sound truly brilliant on voice mail - aim for sounding competent and direct.