Why a ‘learning culture’ is key to organisational success
At Silver Lining Solutions we work with organisations around the world and have found that there are two basic drivers behind skills development.
- The requirement to meet compliance targets and to stay the right side of regulation. Clearly this is vital to an organisation’s reputation (and some would argue longevity…)!
- A strong desire to improve performance (at an individual and corporate level), employee engagement, make talent relevant and to attract, develop and retain talent.
However, simply addressing the points above does not mean that organisations have created and embedded a successful learning culture.
Performance improvement works best when employees are enabled to take control of their own learning. They need to understand their skills gaps and how by addressing these they will deliver better business outcomes, and very important, feel rewarded and valued.
There are many facets of learning – analysis, questioning, problem solving, environment, tools and resources are just a few. But organisations that have a true learning culture foster an innovative and responsive environment and continuously mentor and develop talent. These are the organisations that always have one eye on the future and a commitment to make each employee the best they can be.
Those organisations that get it right, i.e. create and successfully embed a learning culture, stand to reap the benefits including:
♣ Better employee morale and motivation – being valued is crucial to employee satisfaction – and many studies prove that this is more important even than pay!
♣ Higher staff retention levels and lower recruitment/hiring costs costs. With skills fast becoming the new currency, it is vital to retain valuable talent and attract the best available to your business
♣ Organisations that have a strong learning culture are open to constructive challenge and change. They are also less likely to suffer from the drawbacks of rigid thinking and silo mindsets. They’re better able to keep up with the pace of change. If we look at the reasons behind organisations that fail today (i.e. Kodak, HMV, …) vs. those that are successful (i.e. Google, Facebook, Apple…), it’s clear to see that an ability to keep pace with ever accelerating change is a key factor
♣ Better performance = better productivity = better profitability. In the contact centre, organisations that have a learning culture are able to identify issues with products / services more quickly and resolve them faster and differentiate on the quality of the customer experience which leads to increased customer spend and likelihood to recommend
The benefits are powerful. So why don’t all organisations invest in a learning culture?