Information Technology Management with a Purpose

Feb 21 2011   10:08AM GMT

Training the IT staff

S R Balasubramanian Profile: S R Balasubramanian

When it comes to training and development we think of ourselves, but perhaps it is as important to think of development of the rest of IT staff who work for us.

Coming from the era of ‘command and control’, we often commandeer the staff and lead them as we move along. We pass instructions and we expect them to obey. We think it is our role to think and strategize and it is duty of the staff to execute and carry out instructions given to them. This may sound demeaning but we do act that way many a time.

This approach obviously has negatives. We are pressured and where the staff does not perform as desired, we are left to face the user and even though we may make all those excuses and shift blame, the user is unhappy. There are times when staff and managers do not begin work in your absence and wait for you to come and give instructions. Staff does not participate or add value – they merely do what they are told.

Not a very happy situation, or is it? What if in my absence my manager takes an initiative, solves a problem and saves the situation? We come back and discover that someone has filled up for us. Won’t we like to encourage people who are knowledgeable, competent and who take initiative?

Diverse methods

To ensure that IT staff stands up to perform on various occasions, I have to ensure that they have the right knowledge and competence to tackle various problems. Developing them can be in various forms. One is to send them for technical training courses or even certification courses. They learn new skills and develop greater insights into the requisite technical area that they are supposed to deal with in office.

Another way could be encouraging them to attend various vendor events / product launches and other seminars. This opens them up to new developments and also gives them a chance to network with people from other organizations.

It is also a great idea to introduce the concept of periodic departmental meetings where the IT head first shares the IT strategy drawn up, plan/ budget for the year and also reviews the progress of various projects. This way the staff can understand the overall direction of the function and can also get to know of going-ons in the department.

One great learning was the concept of creating a ‘teaching and learning community’ as taught to me by an HR colleague many years ago. Here, each person is encouraged to read thoroughly about a subject of his choice and then take a session to tell others what he learnt. This encourages learning and creates a certain enthusiasm in the function.

Technical skills by themselves are not adequate to equip IT staff to deal with any situation. Some soft skills are also critical for their success. There are many skills that can make them grow up in confidence. I have seen people blossom after they had gone for courses like communication skills, leadership programs, negotiation skills, team building exercises, creativity and innovation programs, etc.

Impact of education

It must be said that as people move towards developing their wholesome personalities, they turn out to be real assets for the department. There have been times when I would deliberately move out of a situation so that the next in line learns to handle a difficult situation on his own. There have been times when my managers would ask me to relax when on leave, saying that they would handle things in my absence and wanting me back, fresh after a good vacation.

Many of the managers who had worked with me in the past are now full-fledged CIOs on their own and are making news. Little did I understand that they were professionals of great potential and once encouraged they could go on to achieve great heights.

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