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RetentionLinks™ is a retention training module created specifically for team members because they are usually the first ones to hear that a fellow team member is considering leaving and can play an important role in the retention solution. This training will help team members better understand how turnover affects them, how to effectively deal with their own feelings when thinking about leaving, how to recognize signs that fellow team members might be thinking of leaving, and how to support fellow team members so they consider all solutions before deciding to leave.
RetentionLinks™ is designed so your team members can complete the module in "Teach Me", "Guide Me", or "Let Me Try" paths. However, we suggest that your team members use the "Teach Me" path so that they receive the fullest amount of instruction with all content.
In a major customer service organization the implementation of RetentionLinks™ was the greatest contributor to a reduction in job abandonment, sometimes referred to as "no call-no show," by over 50%.
RetentionLinks™ takes approximately 75 minutes to complete.
Course Description
Team members are usually the first ones to hear that a fellow team member is considering
leaving and can play an important role in the retention solution. RetentionLinks will help
team members better understand how turnover affects them and how to effectively deal with
their own feelings when thinking about leaving. It will also educate them on how to recognize
signs that fellow team members might be thinking of leaving and how to support fellow team
members so they consider all solutions before deciding to leave.
Key Learning Points
Lesson 1: Your Role in Employee Retention
Topic 1: Accept your role as a retention agent
Topic 2: Deal with your feelings about leaving
Lesson 2: Listen, Be Supportive, Encourage Team Members to Stay
Topic 1: Observe
Topic 2: Listen and be supportive
Topic 3: Encourage team members to stay
- Tell the team member that he/she is valued
- Get to the heart of the problem
- Point out the effects of his/her leaving
- Communicate to the team member that the "grass isn't always greener"
- Help your team member come up with solutions other than leaving
Embedded assessments and learner-controlled pacing enhance the overall learning experience.
Prerequisites
None
Target Audience
Team members who want to learn about their role in the retention solution.
Estimated Duration
In "Teach Me" mode: 1.0 - 1.5 hours of on-line learning
Off-line learning and team activities of 2.5 hours
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