Frontline Innovators
Designing the Right Training - Episode #99 - Amanda Fullbright

Designing the Right Training - Episode #99 - Amanda Fullbright

December 2, 2022

This weeks episode host Justin Lake talks with Amanda Fullbright, Senior Vice President, Learning and Performance Development at BlueSprig Pediatrics. Amanda has many years of experience finding technology solutions in the healthcare field and speaks on the various challenges of developing training for the frontline. 

 

 

Takeaways

🔔 Time and communication are the big struggles for the deskless workforce.

 

🔔 Design the right training for the right person at the right time.

 

🔔 Know how you are going to measure training before rolling it out.

 

🔔 It's really important to think about what device your training is optimized for.

 

Quote of the show: "Change can be good, but transition is always hard."

 

Links:

Amanda's LinkedIn: https://www.linkedin.com/in/amanda-fullbright-470071a/

Company Website: https://www.bluesprigautism.com/

 

Here's how you can listen 🎧

▪ Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
 
▪ Apple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402

▪ Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS

▪ Stitcher - https://www.stitcher.com/show/frontline-innovators

▪ Google Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw

▪ Youtube - https://youtu.be/88w8jszI1j4

Back to the Trenches - Episode #98 - Meg Vrabel

Back to the Trenches - Episode #98 - Meg Vrabel

November 11, 2022

This weeks episode host Justin Lake talks with Meg Vrabel Chief Revenue Officer & SVP Innovation @ Capital Factory - the Center of Gravity for Entrepreneurs in Texas. Meg has extensive experience helping and leading frontline workers and delves into some great advice for frontline leaders.

 

Takeaways

🔔 Without an understanding of how people operate in the field, you can't make good decisions for them in a corporate environment.

 

🔔 Companies need to rethink the amount of time they're allocating to CM, training, and support.

 

🔔 A mistake made often with large companies - the frontline workers themselves are the last ones to hear about things

 

🔔 Get in the field and listen to your team. It doesn't mean that you're gonna be able to make everyone happy, because that is completely unrealistic, but if you're doing those first two, you just have such a better base to be able to help them.

 

Quote of the show 31:47 “Get in the field, listen to your team. It doesn't mean that you're gonna be able to make everyone happy, because that is completely unrealistic, but if you're doing those first two, you just have such a better base to be able to help them when you're their liaison basically to the corporate office. And lastly, I would. Not just listen to them, but trust them and be willing to put your neck out. If you really feel like you, this is the hill you wanna die on, be willing to do it as a leader, especially if you're a generalist, like you'll find another job if really the worst happens. But like if you don't take those chances and you're not willing to put your neck on the line and you're not willing to die on a hill for your team, you're probably just not gonna get the best outcome.”

 

Links:

Meg's LinkedIn: https://www.linkedin.com/in/megvrabel/

Company Website: https://www.capitalfactory.com/

 

Here's how you can listen 🎧

▪ Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
 
▪ Apple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402

▪ Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS

▪ Stitcher - https://www.stitcher.com/show/frontline-innovators

▪ Google Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw

▪ Youtube - https://youtu.be/obfp4ZUM49A

Tailoring Learning and Development - Frontline Innovators - Episode #097

Tailoring Learning and Development - Frontline Innovators - Episode #097

October 21, 2022

Abby Fordham is the Director of Learning and Development at Pactiv Evergreen Inc. Abby is passionate about making sure that frontline employees are taken care of and that they are given every chance to succeed. Abby joins the host Justin Lake to talk about some of the biggest challenges frontline employees face and how we can overcome them.

 

Takeaways: 

  • The biggest challenge facing the frontline workforce today is the ability to access technology while being away from a desk. We have all the technology in the world but it is a struggle to get it to work when away from a desk or a spot without service. 
  • Frontline workers should be allowed to use their phones while away from the desk as a source for finding the answers to any questions they might have.
  • The more you can help the frontline workers get their job the better their lives will be. Consider motivating and giving them access to the technology they might need to complete everything. 
  • Often when frontline workers are promoted and become their peers' boss, it is overlooked that they aren’t given leadership training and it is assumed that they will take the role. It’s important to provide them with the leadership skills and knowledge needed to succeed. 
  • Just because there is an issue when trying to implement technology doesn’t mean you stop what you are doing. A roadblock is an obstacle to overcome, not an excuse. 
  • You have to follow a procedure and see how things have been done, but it’s ok to have it customized slightly as long as all the proper steps are being followed.
  • Let the technology do the hard work for you and the deskless workforce and then tailor the learning and development to them. 

Quote of the show

31:47  “I never let no be a roadblock or a stop.”

 

Links:

 

Ways to Tune In:

Frontline Innovators is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

Serving A Greater Purpose - Frontline Innovators - Episode # 096

Serving A Greater Purpose - Frontline Innovators - Episode # 096

October 7, 2022

Casey Jensen is the Learning and Development Lead at Medtronic. Casey is passionate about making sure the employees on the frontline are able to ask questions and achieve their ultimate goals. Casey joins the host Justin Lake to talk about some of the biggest challenges facing frontline workers and how to help them better use the technology surrounding them.

 

Takeaways 

  • The deskless workforce is underrepresented in the amount of time it takes to learn a new task or technology. The change is often thrust upon them without enough training to make it viable. 
  • There is a lack of buy-in from management that allows enough time for learning new technology to happen. 
  • Feedback is an important part of communication with the frontline workforce. It’s essential to offer them a place to provide feedback so they feel heard and then you can see how you might be able to solve any of their issues.
  • Learning and development miss the most important thing to link the training back to business development and business strategy. 
  • If somebody is on the floor but you are training them then you are losing productivity but at the same time, the training is essential to the frontline workers being able to do their job effectively.
  • Different learning styles and different concepts come to people in different ways. It might take longer for some people to learn new technology and techniques than it would for others. 
  • You always want to make sure people are using training time wisely and appropriately and not dropping on the computer and going to Facebook or wasting the time. 

 

Quote of the show

24:27 “The number one thing that I see that learning and development misses is linking it to the business objective and business strategy.”

 

Links:

 

Ways to Tune In:

Frontline Innovators is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

Lead with Emotions - Frontline Innovators - Episode # 095

Lead with Emotions - Frontline Innovators - Episode # 095

September 30, 2022

Molly Fields is the Senior Director of Learning and Development at TCC & Wireless Zone, a Verizon Authorized Retailer. Molly is passionate about making sure that leaders are emotionally invested in their teams and care for them. Molly joins the host Justin Lake to talk about the importance of being a good team leader and how that can motivate and make a difference to those working on the frontline.

 

Takeaways 

  • The biggest problem facing deskless workers today is that they aren’t able to balance things as well as they used to be able to because they have more on their plate than they are used to. 
  • The emotional aspect is where a direct leader can have the most impact on other members of their team.
  • As a leader, it is your responsibility to lead your people and treat them with respect like the people they are, and then looking at them as workers comes second.
  • Change doesn’t start from the top down. The best way to make change stick and work is by having the middle management people get the frontline workers to switch over and then the change will stick. 
  • When it comes to bringing in new technology a new strategy, you want to try and sell it to the frontline workers with the mindset that they won’t like it and then get them to see the benefits of it.
  • Think about the “stars” of your company and get them on camera to try and sell some change. The message will be more impactful coming from them rather than from someone in upper management.
  • If you are not actively pursuing some kind of skill development then you are falling behind. You have to look at it what you can you do to be better at your job.

 

Quote of the show

5:51 “As the leader, you do have to lead your people emotionally first as people, not as performers.” 

 

Links:

 

Ways to Tune In:

Frontline Innovators is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

Working on a Spectrum - Frontline Innovators - Episode #094

Working on a Spectrum - Frontline Innovators - Episode #094

September 23, 2022

Jason Aurora is the Senior Director of Learning and Development at Hilti North America. Jason has a passion for helping deskless workers to be more knowledgeable about the current technology that surrounds them but also sees the value of human interaction and communication. Jason joins the host Justin Lake to talk about some of the biggest struggles facing frontline workers and we can overcome them.   

 

Takeaways 

  • It’s important to be really effective from a learning perspective because in a diskless environment it is hard for those employees to find free time in their day.
  • Communication has become more complicated as the world becomes more digital. The digital aspect creates a lot of distractions with all the different apps to communicate with.
  • There is a model of “70 - 20 - 10” where 70% of the skills you need for the job you will learn from being trained, 20% is the informal learning of being added to projects and 10% is being certified in a certain subject. 
  • The human interaction and the bonding that takes place during in-person training and other programs is something that can not be replaced by using zoom or other video call platforms.
  • Everyone at a company learns differently and has different needs. To make sure you are meeting everyone in the best way possible, it’s important to have a good company culture and to support each other.
  • An office isn’t just a place where you work, it’s also a place where you create, celebrate, and collaborate with others. 
  • Employees need to feel valued and appreciated in an organization so that they will bring in their best work, be dedicated to the company and want to stay at the company long term.

 

Quote of the show

13:56  “70% of your learning is really based on experiential.”

Links

 

Ways to Tune In:

 

Frontline Innovators is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

Solving Problems - Frontline Innovators - Episode # 093

Solving Problems - Frontline Innovators - Episode # 093

September 16, 2022

Sumair Dutta is the Vice President, Product Marketing at ServiceMax. He is an experienced product marketer and industry analyst. Sumair has deep familiarity with field service, workforce management, and frontline worker needs. Sumair joins the host Eugene Signorini to talk about the changing role of frontline workers.

 

Takeaways 

  • The biggest problem facing the frontline workforce today is the disruption that new technology has brought. While some jobs can be automated frontline workers can be interacting with customers and spend less time on unnecessary paperwork.
  • A true test of automation is to see if it still works after taking some fields away from it, rather than just adding more work to it and hoping that it works out well.
  • The technicians and those on the frontline are the ones who represent your company to your customers, so you want to make sure they are fully capable and able to do any work they need to do in the field. 
  • The people who take on the role of a field service technician or someone else working the frontlines are people who want to help solve problems that customers are having a get over any potential hurdles.
  • The work that frontline employees are doing is becoming more complex, requiring multiple steps for a single task to be completed. 
  • Organizations are going to want to tap more into the customer success part of the frontline workforce. Companies will be able to use that as a source of revenue and lead generation for themselves. 
  • It’s important to understand the needs of technicians and frontline workers and see where any of the pain points are and try to solve that for them. 

 

Quote of the show:

12:22 “The folks who take on these jobs are inherently folks who want to solve problems.”

Links:

 

Ways to Tune In:

 

Frontline Innovators is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

Designing for Membership - Frontline Innovators - Episode # 092

Designing for Membership - Frontline Innovators - Episode # 092

September 9, 2022

Today’s guest has a passion for people and is all about empowering employees. Christopher Shryock is the Senior Vice President and Chief People Officer from Sam’s Club. He sees the heavy weight that is being put on frontline employees and wants to make their lives easier and their work more efficient. Christopher joins the host Justin Lake to talk about the role technology plays with frontline employees.

 

Takeaways: 

  • The current rate of inflation has become one of the biggest problems for frontline workers. It creates an issue for them to make enough money to provide for their families.
  • When it comes to communicating with frontline workers, sometimes the best ways to reach them are the “old school” methods rather than through email or app notifications.
  • When you are creating a process for frontline workers, you want to make sure that the process is simple and designed with their needs and wants in mind.
  • When you are designing a flywheel for your company, you want the main point to be that your company is obsessed with membership. If you have the right people in the right places, that can lead to an increase in profits for your company.
  • You want to make sure that your employees have access to the right tools that they need to get the job done in the most efficient way, and that could be a handheld device.
  • You can simplify the work life for frontline employees by not having them do everything, but allowing for some automation to make their life easier.
  • At the end of the day, if you have someone at the company who doesn’t meet the standard then that will bring down everyone else. 

 

Quote of the show

17:51 “We made sure that associates had access to the right tools. So that is access to the right handheld devices.”

 

Links:

 

Ways to Tune In:

 

Frontline Innovators is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

Using Technology to Your Advantage - Frontline Innovators - Episode # 091

Using Technology to Your Advantage - Frontline Innovators - Episode # 091

September 2, 2022

Today’s guest is Daniel Angelo, The Director of Technical Services of North America and the Global Product Manager of Services for Bosch Automotive Aftermarket. Daniel joins the host Justin Lake to talk about the problems that are facing the automotive industry and frontline workers as a whole.

 

Takeaways 

  • One of the problems facing frontline workers today is that there is a constant influx of more complex data and big volumes of information.
  • In the automotive industry, it is hard to find people who are ready to work with their hands and work on a more technical level.
  • Most modern electric cars actually have more technology in them than the standard commercial airplane.
  • You can use the latest technology to help make diagnosing car issues easier. For example, you can use VR to draw lines around what might need to be fixed so the mechanic can look at the same headset and see what needs to be done.
  • It’s ok to fail when you try something new, but you don’t want to fail at the same thing twice. You want to learn from your previous mistakes.
  • There are a lot of different models for electric cars like Teslas but now a lot of brands will use similar software and hardware so they end up using the same pieces for repair.
  • If you are a leader at an organization, it’s ok to admit that you might need help from other people in the organization to make sure that everyone is properly trained and ready to work.

 

Quote of the show

31: 26 “We accept failures, but we have to learn from them.”

 

Links:

 

Ways to Tune In:

Frontline Innovators is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

Being the Bridge - Frontline Innovators - Episode # 090

Being the Bridge - Frontline Innovators - Episode # 090

August 26, 2022

Today’s guest has over 15 years of experience in the oil and gas industry. She has held roles ranging from field engineer to change management professional. Akanksha Mathur is the Director of Business Operations at Wallbox Chargers. Akanksha joins the host Justin Lake to talk about some of the biggest challenges facing frontline workers today.

 

Takeaways 

  • The biggest challenge facing the frontline workers today is the lack of understanding from the corporate side. Often time they are given new technology to use and even those in corporate don’t fully understand how to use it and how it will affect them.
  • When it comes to training frontline employees on new technologies, it’s not about what’s in it for them today but it can also help advance them in their careers.
  • It is your responsibility to be the “bridge” between the IT experts and the workers in the field. You need to make sure that they understand each other and are supporting each other.
  • When it comes to solving issues within your team, take the time to scope out the priorities are, and the key issues and understand the end-to-end process.
  • You can connect new users of your system to existing users and have them talk over a virtual conversation about what they like about the system and what they don’t.
  • When talking with your end users, you want to find out what the pain points are for them and solve those and fill in any gaps you encounter along the way.
  • Let the frontline workers get used to a system by going in and seeing how it works. That way they can familiarize themselves with it and also find out where they might get stuck.

 

Quote of the show

14:11 “Be the bridge between and the translator between the IT experts and those working in the field.”

 

Links

 

Ways to Tune In:

 

Frontline Innovators is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

Driving Change Forward - Frontline Innovators - Episode # 089

Driving Change Forward - Frontline Innovators - Episode # 089

August 19, 2022

Today’s guest is a computer science graduate, but she quickly discovered that it wasn’t the technology that got her pumped about her job but how people use that technology to make their work and personal lives easier and more creative. Debbie Jackson is the Director of Learning and Development at Ciena. Debbie joins host Justin Lake to talk about how the advancement in technology can help to make the lives of frontline workers easier and better.

 

Takeaways 

 

  • The biggest challenge facing frontline workers today is the issue of fatigue. In the last few years, frontline workers have gone through a lot of changes in guidelines and rules.
  • A lot of frontline workers haven’t been given the luxury of time and during the pandemic, they were putting their lives on the line to show up to work.
  • Learning needs to be about enabling individuals to do something in a better fashion. Learning should not be treated like a checkbox item. 
  • It’s important to enable frontline workers so that they can be successful. A mentorship is a good idea as people want to connect with others at a new company but don’t know how.
  • Many projects look at just the start date and the go-live date but there’s more that goes on in between those phases that needs equal attention.
  • You want to have communication between different departments at a company in order to make everything run smoothly.
  • Implementation teams should not disappear after a product or service has gone live. They can still be of use by providing a helpful service to fix any issues with the product.

 

Quote of the show

2:54 “So when I look at our frontline workers, I have to wonder how much fatigue are they carrying? It's that emotional, physiological, mental fatigue of the change, the weight that they've been carrying while showing up every day to do their job.”

 

Links:

 

Ways to Tune In:

Frontline Innovators is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

Skill vs Will - Frontline Innovators - Episode # 088

Skill vs Will - Frontline Innovators - Episode # 088

August 12, 2022

Today’s guest has over 20 years of experience with retail L&D and HR. Stephen Vellecca is the Director of Learning and Development at Bloomingdale’s. He sees some of the biggest challenges facing frontline workers in this day and age and wants to make their lives easier. Stephen joins host Justin Lake to talk about how technology adoption can be one of the ways to help them out.

 

Takeaways 

  • Being a frontline worker right now has become more difficult because of how demanding of a society we have become.
  • A lot of retail stores closed during the pandemic because they weren’t able to adapt to some of the changes.
  • Frontline workers don’t have the time and ability to be trained during work hours and then they don’t have the time to be trained during off hours.
  • You want to leverage your team leaders and people in higher positions to inspire frontline workers to accept change.
  • eLearning is a great resource that can help people to learn from an interactive service, but the struggle is finding out how to bring it to life. 
  • The role of the people leader is to be more empathetic and to make sure that the team feels safe and can do their work.
  • Skill vs Will is the ability to do a task but also want to complete the task to its full ability.

 

Quote of the show

13:55 “My whole platform is always about the people leader and how do we leverage our people leaders to provide the inspiration and the education to the hourly colleague.” 

 

Links

 

Ways to Tune In:

Frontline Innovators is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

Avoiding Resource Depletion - Frontline Innovators - Episode # 087

Avoiding Resource Depletion - Frontline Innovators - Episode # 087

August 5, 2022

Today’s guest uses his experience with his psychology background to help frontline employees make it through a successful change program. Matt Pita is the Manager, Enterprise Change Management at one of the largest communications companies. Matt joins host Justin Lake to talk about ways to properly introduce change to those on the frontline. 

 

Takeaways 

  • The biggest challenge that frontline workers face is that they are experiencing a lot of change and have little to no input on what the change actually will be.
  • The reason why change happens is so crucial. Change should start from the bottom and work its way up with it making sense along the way.
  • Stressors tend to come up for people when there isn’t a clear plan in place. The best way to avoid stress for employees is to lay out a clear path of change.
  • Put yourself in the frontline workers shoes. You should think about the everyday parts of their job and try to find ways to make their lives easier.
  • Synchronous training is like calling a timeout on your team. It helps to sit down and talk through objectives and goals for change.
  • It’s the job of those working in change management to identify if there are any holes in a change process and to fill them.
  • You want to inform frontline employees ahead of time for any change that is coming down the road. This will allow them to best prepare for what is coming down the road.

 

Quote of the show

1:00 “[There’s] largely too much change all at once with no input on what the change would be. I would say that’s number one.”

 

Links

 

Ways to Tune In:

 

Frontline Innovators is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

The Barriers to Change - Frontline Innovators - Episode # 086

The Barriers to Change - Frontline Innovators - Episode # 086

July 29, 2022

Today’s episode features two special guests. Charlie Jones is the Senior Manager - Customer Education - Change and Adoption Management at Esri, and Lyndal Brookhart is the Principal Adoption Strategy Consultant at Esri. They both join host Eugene Signorini to talk about some of the challenges facing frontline workers and how digital adoption can help them in their work lives. 

 

 

Takeaways:

  • The biggest barrier to digital adoption is change. It is critical to adopt new technologies so it’s important to build in the appropriate amount of time for that. 
  • You need to connect the dots for the frontline workers as to why it’s so important for them to adopt new technologies.
  • Frontline workers are more likely to listen to what a direct manager has to say than someone from corporate that they’ve never met before. 
  • You need to have recognized value in terms of change, so you need to have complete buy-in for a change to be successful.
  • You want to help your end users and workers in your company make the world a better place.
  • Sometimes the phrase change management can be scary to frontline employees and they might be resistant to change from past bad experiences.
  • When you are putting out a very technical message with change, it needs to apply to everyone in the organization. 

Quote of the show

 

1:22 “When I talk with organizations, this is what comes up for everybody is often the biggest barrier to adoption, and that's time”

Links:

Ways to Tune In:

Frontline Innovators is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

Keeping Up the Pace - Frontline Innovators - Episode # 085

Keeping Up the Pace - Frontline Innovators - Episode # 085

July 22, 2022

Today’s guest is a strong team leader, an excellent problem solver and organizer. Joe O’Connor is currently an Independent Retail Consultant, previously working as the Supply Chain Process Manager for Kroeger. Joe focuses on cost modeling and operational strategy. He sits down with host Justin Lake to talk about some of the biggest challenges facing frontline workers.

 

Takeaways :

  • It’s easier than ever to look for alternate jobs now and other positions and they can find a different job that might not give them as much frustration.
  • Many processes have become extremely optimized so that there isn’t time for training or comfort with a process, which can lead to frustration amongst the frontline employees.
  • There is an uptick in frontline employees switching industries because of the stress of their everyday jobs.
  • Executives and middle management don't speak the same language as frontline employees so you need someone who can bridge that gap.
  • You can’t always build a day in and day out process in every industry with frontline workers.
  • Look at the operating model of a business and make sure that it makes sense to the way the business works. 
  • Frontline employees need to care about the change in order to actually participate in it. It is the job of the change manager to show them the benefits of the change.

 

Quote of the show

 

1:49 “Frontline deals with their processes changing very rapidly and they're being automated and highly optimized very quickly. And the frontline has to keep the pace with that with a rapidly changing workforce that rarely has time for true training.”

 

Links:

 

Ways to Tune In:

 

Frontline Innovators is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

Apply, Change and Solve - Frontline Innovators - Episode # 084

Apply, Change and Solve - Frontline Innovators - Episode # 084

July 15, 2022

Bob Mosher is the CEO/Chief Learning Evangelist at APPLY Synergies. He helps learning organizations, design, develop and measure effective learning. He is also a columnist for Chief Learning Officer Magazine. Bob joins host Eugene Signorini to talk about the rapid rate of change and other challenges that deskless workers are facing. 

 

 

Takeaways: 

  • The rapid rate of change is one the biggest challenges facing frontline workers today. The day of learning having a shelf life is in the past. 
  • Covid really brought out the elephant in the room, especially in terms of L&D about how training and learning hasn’t been taught or kept up with in the best manner.
  • In L&D, there is a process of apply, change and solve. You apply a new solution to a problem, change it if that doesn’t work and try to solve the issue for deskless workers.
  • When you are going to introduce change, you want to make sure the methodology of the message makes sense and it reaches home to the frontline employees.
  • Failure isn’t critical. Letting know that failure isn’t the absolute worst outcome is something that can ease the burden on workers. 
  • You want to enable frontline workers to be self confident and have self efficacy, so you need to train them on those so they don’t fall into the negative or between the cracks.
  • Onboarding a new employee shouldn’t be more than 15 - 30 days because they won’t be able to retain all the information.

Quote of the show

 

2:43 “I think what [covid] has done for us is show us things that we've gotta be more attentive to in this space. And change has been a constant for too long. I think it's fallen on the shoulders of the frontline workers who’ve done their best, often in spite of our efforts frankly, to keep up and perform effectively.” 

Links:

Ways to Tune In:

 

Frontline Innovators is produced by Ringmaster, on a mission to create connections through B2B podcasts. Learn more at https://ringmaster.com/

Learning Better, Faster, and More Efficiently - Frontline Innovators - Episode # 083

Learning Better, Faster, and More Efficiently - Frontline Innovators - Episode # 083

July 8, 2022

Jonathan Maldonado is the Learning and Development Manager at PGA TOUR Superstore. He has a vast experience with deskless workers with his experience from Cingular. Jonathan was a former frontline employee himself and he is passionate about making sure they have everything they need to succeed. Jonathan joins host Justin Lake to talk about some of the biggest challenges facing frontline workers and how we can overcome them. 

 

Takeaways 

  • The biggest challenge facing frontline workers today is trying to increase engagement and adoption when it comes to learning materials.
  • Learning and Development is an investment as it costs time and money to train someone properly. 
  • Change can vary from being a daily experience to being something that doesn’t happen often, but either way you want to prepare employees for.
  • You have to look at the gaps and see if you can get people over to a new system and change their behaviors around it.
  • There needs to be an appropriate amount of time to get change to go out and make sure it rolled out properly.
  • Take the pressure off of retail by partnering with the department heads so that they can help plan out a proper lay out for any change coming down the line.
  • Getting boots on the ground is a great method to help upper level managers understand what is really going on and see where they need to help out.

 

Quote of the show

3:19 “When it comes to learning and development and training, there's an investment. That time costs money, the money it takes to develop content as well as the money and time that it takes for people to absorb that particular content.”

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Ordering Up Invention - Frontline Innovators - Episode # 082

Ordering Up Invention - Frontline Innovators - Episode # 082

July 1, 2022

Matthew Candito is the Vice President of Training & Operations Services at One Table Restaurant Brands. Matthew moved out to LA in 2004 and worked in many different positions within the restaurant space, eventually finding his passion for the restaurant industry and working with people. Matthew joins host Justin Lake to talk about some of the challenges facing frontline workers and how we can overcome them. 

 

 

Takeaways 

  • One of the biggest challenges facing frontline workers is that the corporate side doesn’t fully understand the aptitude level of deskless workers in terms of technology.
  • You have to be as efficient as possible to deploy training and to get people up to speed to produce the desired outcome.
  • A lot of restaurant organizations don’t invest the proper funds into training and give it the proper due.
  • When bringing on a different management system, most people can adapt really well to using it like an app on their phones.
  • A modular viewpoint for training can be very useful. Using a video system to train people allows them to see the training in action.
  • Giving people the tools they need to succeed and have it in one place is a great solution. You can have all the information on one ipad and train everyone on how to use it.
  • The rising cost of labor across the nation has forced restaurants to be more careful where they spend their money, and that comes at the cost of technology.

Quote of the show

 

0:59 “One of the biggest challenges facing dustless workers right now is the corporate side of the business typically does not understand the aptitude level of a lot of its team members as it relates to technology.”

 

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Empowering Knowledge Workers - Frontline Innovators - Episode # 081

Empowering Knowledge Workers - Frontline Innovators - Episode # 081

June 24, 2022

Phoenix Cavalier is the Senior Program Manager, Learning and Development Technology at T-Mobile. He has over 20 years of experience in learning and development. He wants to create strategic harmony between people, systems and tech. Phoenix joins host Justin Lake to talk about how the lack of speed of information is something that negatively impacts deskless workers and how we can use other tools to empower them. 

 

 

Takeaways :

  • The biggest challenge facing deskless workers is trying to reach them and get them information at the same speed as they get it outside of work.
  • It’s a matter of will to optimize frontline tools in the same way that everyone gets to use devices outside of work. We should expect the same performance and speed for devices for personal use and deskless workers. 
  • You want to make sure that all the tools given to frontline workers are intuitive and make it so that they don’t want to quit to avoid using the technology. 
  • Frontline workers are often underappreciated and undervalued at a company, it’s better to show your appreciation and keep people around rather than constantly hiring new people.
  • Deskless workers are the face of your brand and they are the ones that are the most client facing, so you want them to be a contributor to the business and keep them on.
  • Training is observable, measurable, coachable and it has a clear metric for success. It is something that is a linear event that can be completed and demonstrated. 
  • Google will be faster than any of the training or having a frontline employee go through multiple different links to get an answer. 

Quote of the show

 

2:15 “How are we helping people in frontline if it takes longer than it does in real life, so to speak outside of work. So I think that's the challenge. It cannot be this slow.” 

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Continuity of Change - Frontline Innovators - Episode # 080

Continuity of Change - Frontline Innovators - Episode # 080

June 17, 2022

Tony Fatouros is the Director of IT - OCM and Change Enablement at Mattel. He is passionate about helping organizations adopt digital technologies to achieve benefits faster. Tony joins host Justin Lake to talk about the significant challenges that frontline workers are facing and how we can overcome them. 

 

 

Takeaways 

  • The biggest challenge facing the deskless workforce today is the capacity of change. Not only do they have more on their plate, but guidelines are constantly changing.
  • The men and women on the frontline don’t have the same luxury as the workers who are working remotely, so their challenges are more unique.
  • You have to manage expectations for those experiencing change, they need to understand it is a long process.
  • Set goals along the way during the change process, so that there are measurables that can be used to determine the success of change,
  • Help people to understand what they are really accountable for. This will help them understand what they need to do on their end.
  • It’s important to have continuity in the experience of change. If you keep the message and the tone consistent, people will be more likely to absorb it.
  • Providing updates throughout the process takes away the uncertainty of the change. Being transparent will allow them to trust you and be more willing to accept the change.

Quote of the show

 

24:05 ​​”We're bringing you up to date throughout the process, this is our current plan. We'll provide you with updates. So what we're actually doing is kind of peeling off some of the uncertainty, which actually does create some of that capacity for people.”

 

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