Training Alone Doesn’t Create Behavior Change — Support Systems Do
Training Alone Doesn’t Create Behavior Change — Support Systems Do Have you ever finished a great customer experience — a store, a hotel, a tour — and thought, “Wow… those employees are incredibly well trained.” I’ve thought that many times. But after nearly 20 years working in Learning & Development, I’ve realized something important: It usually isn’t the training. Well, to be fair - it's usually MORE than just training. When leaders ask L&D for “more training,” what they’re actually asking for is behavior change — and behavior change requires far more than a class, a workshop, or a great facilitator. It requires a support system to live, breathe and thrive. I learned this firsthand working nearly six years onboard cruise ships. Cruise lines are famous for friendly, consistent service despite employing crew from 50+ countries living and working together in close quarters. That consistency doesn’t come from training alone. It comes from a system designed to support the b...
