If you’re tempted to cut back on L&D when budgets are tight, think twice. ‘Isn’t it easier to cut staff training than to make cuts in other business areas?’ Easier, maybe; wiser, maybe not. Let me pose four inter-related reasons why business leaders should pause before letting the axe fall.
Consider your talent. Talented people are those who make a disproportionate contribution to your organisation’s success. They’re the ones who leave a big hole if they leave. They’re also the ones who will find it easiest to leave if you don’t invest in their learning and growth.
Consider what makes your business succeed. Whatever your business is and does, I can guarantee it will depend on knowledgeable, skilful people. Disinvest in people development and, over time, your knowledge and skills base will erode and your performance with it.
Consider engagement. Engaged people are those who put in discretionary effort, sell your business by their enthusiasm, inspire and motivate others to do their best. Such people love to learn and grow. Cut back on L&D and you risk losing the hearts of your most committed players.
Consider your customers. They look to your business with high expectations of high quality products or services, and high quality customer service. If customer experience is compromised by poor service from untrained or disheartened staff, you can wave goodbye to their cash.
But what are the corresponding demands on L&D? Is L&D as an investment of value per se? It does symbolise valuing and investing in people. Nevertheless, the onus lies on L&D professionals to ensure its value in terms of attraction, retention, development and business results.
I would be interested to hear of any examples from organisations where business leaders have chosen to continue or increase investment in L&D in hard economic times. For example, what were the drivers, what convinced you, how did you achieve it, what were the results?
It’s funny how these things come out of nowhere. One week ago, we received an unexpected bill that threw us into regressive stages of conflict with a major telecommunications company. The cold, belligerent manner we experienced left us dazed, upset and angry. We felt unheard, misrepresented and unfairly treated. It triggered subconscious memories of similar experiences in the past, from bullies in the school playground to poor customer service elsewhere. It’s what psychotherapists call transference and human givens therapists, pattern matching.
The thing that left us most confused was that the people we spoke with were more concerned with bureaucracy and rules than with customer relationship or retention. In taking this stance, they were inadvertently working against their own company’s as well as our interests. We will cancel the contract and the company will lose more in on-going revenue than it would have gained from pressing a debatable charge. We tried to explain this but they would not, could not hear. They were entrenched in their views, their predetermined systems and procedures.
After countless phone calls, we spoke with one person, an African man who treated us warmly, listened hard to our story, communicated empathy, took personal responsibility to work for a solution on our behalf. He mediated a resolution, the company dropped the charge and the dispute was ended. It was a tiring and frustrating experience and I’m trying hard now to listen for the voice of God. What was really going on here? At a human level, it was an encounter with an organisation, an institution, that has lost sight of the customer, that appears more interested in processes than people.
But there are spiritual parallels too. I have this flash back to Jesus’ encounters with the religious authorities. They had become so locked in rules, in regulations intended to safeguard God’s interests as they saw it, that they had inadvertently lost contact with God and with people. There’s this same risk in any organisation, in any situation, that we construct a fixed gestalt, a fixed expectation of what is and should be that blinds us to alternative perspectives and realities. In the Jesus case, paradoxically, it prevented the religious recognising ‘God with us’.
By contrast, this African man moved towards us, stepped into our shoes, took up our case on our behalf and mediated a positive result. In effect, he mirrored Jesus by his actions, working to restore relationship where it had been damaged. This is the heart of the Christian gospel. And so as I look back over the week, I feel irritated by the bureaucracy, sad that I sometimes lost sight of the ‘opposition’ as people, relieved that fairness finally prevailed, grateful for friends who helped us laugh in the midst and thankful for the mediator who inspired us to be more like Jesus.
Nick is a coach, trainer and OD consultant.