I met with two members of an executive team recently to discuss customer service training. As this client was answering my questions it became clear to everyone that before any training took place, they needed to make sure it was built on a strong, shared foundation. The senior team had recently returned from an offsite where they identified the core values of the organization. Other than having their statements printed and posted on the wall, nothing had been done about plans to integrate these values into the everyday activities of the employees. I have seen this situation in many organizations where there has not been a process to have these values translated throughout the organization.
In this particular situation I have connected them with alliance partners who can facilitate this process and make sure there is solid foundation before any training is delivered. We can then move forward and ensure their values are built into every program.