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How to identify and fix skill gaps in your company
Published in Customer Service Training, Bespoke Training · 1 October 2019
As a business develops, so must its employees. In order to attain the company's goals, it's vital that all staff members are on the same page in terms of training and development.
However, in any industry and in any workplace, there will always be a number of skill   gaps hindering these goals.
How do you identify the areas that require training and what can you do to fix   these skill gaps?

Step 1: Identify the essential skills your employees need
There's simply no way you can set about training   your staff if you don't know what they actually need training on!   Therefore, you must first identify the exact skills your staff need to   possess in order to perform their job at the best level possible.

There's no way you can set about training your staff if you   don't know what they actually need training on!
Bear   in mind that these skills will vary depending on the role, so it's important   to take everyone's specific job requirements into consideration. A customer-facing   sales representative will have a different skill set to someone   behind the scenes, like an office administrator. You may even call upon a   person's direct line manager to ensure you're getting an accurate   representation of just what skills are required in a particular position.
This   first step is a quick and easy way to recognise the main skill areas that are   essential to roles within the company. From here, you can hone in on   identifying where gaps are present and work to resolve them.
Identifying and resolving skill   gaps will help you achieve your company's goals more effectively.

Step 2: Survey your employees
To   get a better idea of where competency gaps are present and the areas that   require more training, companies should focus on performing skill tests. However, be mindful that the word 'test' has negative connotations and can   cause unnecessary worry. Therefore, remind your employees that these surveys   are for their sole benefit, as they can help them to develop   current expertise and learn an array of new skills to aid them in future   career endeavours.
Here   are a few methods you can adopt:
      • Role play - If your organisation has a predominant focus on dealing with customers, set up a range of staged scenarios to see how your employees act in different situations. This will enable you to observe how they operate in various customer situations, and whether they ask the right questions.
      • Written assessment - A simple questionnaire is an easy way to test your staff's knowledge on certain topic areas. Questions may include how they would deal with a new customer or how they cope with complaints.
      • Performance gap analysis - This method allows a company to collect  data in various areas to measure just where gaps are present.This data       may come from performance review feedback, employee surveys or customer complaints. Using multiple data sources helps confirm analysis results   and properly identify skill gaps. Once collected, you'll now be able to measure individual results with others to see if it's merely the one person who requires training, or the whole team.
    Surveys can help employees to develop current and new skills   which can aid them in future career endeavours.
    Step 3: Invest in external training
    Once   you've established the skill gap/s within your company, you can work out how   to resolve them. One of the easiest ways to do so is through the use of external   training. By enlisting the help of Artisan Consulting, we'll conduct   engaging sessions based on your specific skill areas that require a little   more work. Our facilitators specialise in offering expert advice on a range   of topics such as driving revenue, sales performance and developing team   capability.
    For more information on how you   could benefit from external training, give us a call today on 0800 404   142 today.



At Artisan, our training is designed to cover a broad range of topics applicable to the marketplace.
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