For Elviro, head of customer service for a well-known telemarketing distribution company, welcoming Florentina, Surama and Nadira to be part of his group of 30 operators is one more activity for his busy schedule.
However, for Elviro it means an opportunity to review daily work processes and be in contact with clients, this being an occasion in which he will accompany his new collaborators for a week.
As he has a plan to carry out this activity, he feels very confident that as a result, the quality of his calls and attention to his clients is guaranteed with the support of this new group of people.
Elviro's case reflects an important action within the training and development processes of the people within the company.
In this sense, when companies have invested a large amount of effort and resources in recruiting new personnel, induction and identification programs for employees are the first step to maintain them.
However, the action for employees to be able to stay for long periods of time requires efforts of another type.
It is here where the ability of those responsible for human management, have to develop programs that are related to the training of people to develop superior performance or increase their learning in new areas or tasks.
From that account, within the training programs her traditional styles are contemplated: courses, seminars, workshops, etc.
As well as experiential learning and technology applied to learning.
Within this modality, support is emerging as an element that can, in many cases, improve the quality of training systems.
Accompaniment is a form of support that the employee receives from his immediate boss in the execution of his new position. As its name implies, it consists of the performance of normal tasks by the employee in the presence of the boss.
In this type of process, it is important as a first element that the boss adopts the role of practical instructor of the different tasks, as well as of active element that technically and humanely supports the new worker.
Accompaniment is a form of tutoring that as a method has been known since ancient times, it is currently used to teach the employee useful behaviors and predetermined responses within the workplace.
From a technical point of view, support is an indirect element of control over people's work actions, as well as a tool to meet the training needs of new employees.
The detection of errors in the execution of the task comes into play, not to reprimand them, but so that the employee learns to detect these and not commit them.
Regarding attitudes and interpersonal relationship processes, this system emphasizes the development of security, trust and improvement of the employee's self-esteem.
Here, the teaching of empathy and communication methods is put into practice, so that both bosses and subordinates learn to know more precisely the most appropriate personal interactions to carry out their work.
Integrating the two elements mentioned, implies that the boss teaches the employee the correct way to do the work, so that later he has the opportunity to do it himself.
Even when there is no stipulated time to develop an accompaniment program, practice indicates that its duration depends on the complexity of the task.
From that account, a system in place may require managers one or two days of work, such as a full week in the follow-up and direction of a new employee.
This type of learning facilitates the training of employees and manages to build more positive interpersonal relationships between bosses and subordinates.
In the same way, it makes positive or negative feedback on work behaviors more feasible in terms of time and effort, it is beneficial both for them and for new hires.
From another point of view, it can be an excellent school for bosses who want to perfect themselves in the leadership and direction of their staff.
For newcomers to the position, this action eliminates the painful interaction stage, where the rejection of old people or ignorance of the performance of the tasks invite them to drop out of work. It also provides early experience in the skills of the position and gives a more realistic vision of the problems that may arise in the future.
Linked to this with the service area, newcomers can immediately learn the management of relationships with the client, as well as the style that prevails in the relationship with the client.
For managers, it is a help in that it makes the process of incorporation and interaction of people into jobs easier, thus avoiding the inconvenience of rotation and waste of resources. The development of adequate support plans can provide new options in the search for the right direction of the people who make up the companies.
