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How to Plan Effective Mobile Training for Construction Safety

Construction Safety

Worker safety is of utmost importance in the construction industry as having higher accident rates may break your firm’s reputation. Construction work is laborious and physically draining, however nobody’s life should be compromised. To ensure a safe working environment, your workforce should always be practising the relevant safety procedures and taking proper safety measures. Hence, regular training should be provided for many reasons, such as:  

How to create an effective training plan

1. Defining needs and objectives

A clear understanding of your agenda makes the planning easier as the purpose of training will become apparent. Identifying accident-prone situations or hazardous equipment will help ensure that the training will cover safety measures relevant to the site.

2. Do research

After Step 1, do the research to make sure your safety tips are relevant. Go through the entire plan and curate the safety procedures in every step of the construction process. Compile all the useful information before moving on to Step 3, the final step.

3. Design and present

With all your relevant information from Step 2, it’s time to put together your very own safety training module. Design your training to suit your workers and keep it interactive as engaging training may help your staff retain the information easier. Keep the training simple as most of your construction workers may not be as well-educated. Know your workers well, so you can train them effectively.

Tired of using 100-slide PowerPoints or 100-page binders and documents? Take your workers’ training online with ArcLab

Why ArcLab is beneficial for construction?

Designing a simple, yet interactive and engaging training module doesn’t have to be difficult. ArcLab is building the World’s Simplest Training System to help businesses easily create, distribute and track training. With ArcLab, customization is limitless, from ready-made templates to designing your very own modules from scratch. Visit ArcLab Discover, our platform where we collect and display templates created by our builders from all over the world.

With our SmartTranslate feature, your safety training modules can be translated with just a click and your workers will be able to select their preferred language before they commence training. This will take away the tedious procedure of having different trainers go down to the same site to conduct training in different languages. Such benefits are only possible with mobile training. Prioritise worker safety with ArcLab’s quick and easy training modules. Try it for yourself on the right.

ArcLab modules are created to be simple, yet effective and engaging to train many workers at once. Embedded images or videos, and short bite-sized quizzes can also be added to facilitate the training so you don’t have to. With a simple interface for builders, designing a training session has never been easier. Check out the video below to find out more.

Our Customer

In 2022, Woh Hup started using ArcLab to train their workers and ever since, results have been nothing but positive.

Based on the feedback we received, Woh Hup managed to save 47% of their workers’ training time and over 95% of them found ArcLab modules simple and easy to use. Their training departments are also able to save up to 200 hours on training every year.

We want to thank Woh Hup for treating worker safety seriously and prioritising their Workplace Safety & Health regulations.

If Woh Hup is benefitting from using ArcLab, why aren’t you?

Create Your First Free ArcLab Safety Training Module Today

Connect with ArcLab and begin your workplace safety mobile training journey today

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Problems faced in Construction & How can we improve Workplace Safety?

The Construction industry is one of the economy’s most important industries, as it is the foundation of a country. Jobs in the construction industry not only include construction workers but also, flooring installer, surveyor, brick mason, iron worker, crane operator etc.

However countries like Malaysia have to rely on foreign labour as the construction industry is not seen positively by locals and instead, seen as a very challenging one. The low participation rate from locals has now become a challenge in Malaysia’s construction industry.

Here are some common problems in the construction industry of Malaysia, causing negative perceptions and low participation:

1. Poor working conditions and lack of safety in construction sites

Unfortunately, occupational fatalities and deaths occur in Construction industries in all countries. Death, disability & injuries happen, and instances of injury or disability are just as bad as death. There is no way to properly measure how much is lost when a worker dies or faces disability, but even a fine of thousands of Ringgit on the management will never be able to replace what has been lost. 

For many workers, their job is their only livelihood. Once these workers face disability, they are no longer able to work like they used to, meaning they lose their income for life.

2. Lack of proper skilled labour training programs

Many workers in the Construction industry are unskilled laborers. It is reported that more than 90% of foreign laborers in Malaysia appear to be unskilled workers. Having only the basic knowledge about Construction and not actually knowing the different systems that exist, these workers may have a harder time kicking off in their jobs as they are unsure of how to operate certain things. 

For example, the industrialised building system (IBS) which is a system in Malaysia used in Construction, requires a good amount of knowledge from workers to be executed accurately. 

Unskilled laborers lead to low-quality production, low productivity, delays in projects, and high accident rates. These problems can be solved if workers are properly trained, allowing firms to achieve greater heights and success.

3. Salary

Many people find construction unappealing as on top of the poor working conditions, the pay they receive is not comparable to the amount of effort required as well as the risks workers face. There are also many firms who make use of the high foreign labor as an excuse to provide lower pay, as they know that many of these workers are willing to accept the standard that has been set by these firms.

However, by increasing pay, we can actually increase worker satisfaction which potentially leads to higher productivity and eventually, higher profits for the business. One way to increase pay without using up more money is by saving on training resources. (Continue reading for an elaboration)

All these issues can be easily solved with one solution. Take for example the problem of workplace safety and health.

How can we improve workplace safety and health?

Ensure workers have adequate onboarding prior to starting their jobs. WSH training encompasses many aspects. From ensuring safety on-site, safety equipment checklists, safety with machinery etc., must all be covered in the training programme.

Having stacks of binders or conducting months of training to cover all these topics and having them delivered in the preferred language of construction workers may be impractical as there is a variety of language used by them. ArcLab enables firms to easily translate training content with just a click of a button. The SmarTranslate function has helped companies like Woh Hup prepare their training materials in a number of languages without much hassle. 

Here are other things you can achieve with ArcLab

Other things you can achieve with ArcLab include creating effective training. Training content should be made in bite-sizes to increase learner retention and enable training materials to be accessed whenever it is needed. ArcLab modules are easy to understand and are sent through SMS, making it not complicated for your workers to access.

You can also provide necessary checklists using ArcLab modules to remind workers of the proper attire and safety harnesses they should have on them when working on high floors.

Don’t be hesitant to spend on training and development due to budget or lack of resources. 

ArcLab has helped construction companies like Woh Hup create effective training for their workers, and we welcome Malaysian firms to come onboard. That helps you deliver effective training easily.

Read more on how ArcLab is a cost and time saving solution for Mobile Training

Photo by Mikita Yo on Unsplash, Parth Savani on Unsplash 

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What is Mobile Training? The Benefits & Best Practices of Training in the flow of work

Across the world, 84% of the world’s population owns a smartphone. Mobile phones represent an important part of our modern life, we communicate, access the internet for information, check e-mails, and perform many other important roles with our phones.

For the Deskless workforce, mobile-phone accessibility is also a game-changer. With Mobile Training, they can easily access opportunities to learn and upskill continuously in the flow of their work. As workers’ productivity increases, organisations stand to reap great benefits on the bottom line.

What is Mobile Training

Mobile training refers to training content that is delivered directly to a learner’s mobile device. No printed SOPs checkboxes to tick, hard-copy binders filled with a hundred pages of onboarding to go through, or squeeze in a conference room with hundreds of people for a 3-hour training conference.

Training modules offered through Mobile Training are bite-sized, interactive, and most importantly trackable, so you can measure what matters to further your organisation’s goals.

Benefits of Mobile Training

According to internal research conducted by ArcLab, we see customers such as 4Fingers achieving up to 27 hours of training time savings, per staff per month. Another company – Fei Siong Group, has since achieved 50% time savings and close to 50% increase in productivity, and a 23% decrease in trainers’ manual workload.

This is an achievable goal largely due to our platform features that allow large quantities of information to be condensed into engaging bite-sized NanoLearning materials that make learning quick & fun. The time savings from Mobile Training are beneficial to the bottom line from a business perspective. When staff is well-trained, their productivity increases. All this goes to help employers build a Productive Workforce.

Another benefit of Mobile Training is that it can take place Anytime, Anywhere in Any Language. Our Deskless employees do not have to take precious time away from their job in order to complete their training. Staff are free to complete the training modules at a time and place that best suit their workflow.

3 Best Practices of Mobile Training

Here are some ways to optimise your workforce Mobile training strategy to foster engagement & increase productivity among your deskless workers.

Make it Interactive

Our attention span now averages 8 seconds (for comparison – the attention span of a goldfish is 9 seconds). Making learning on the job interactive is not a suggestion, but imperative to engage staff and keep them motivated to learn more and do more.

Ways to make learning on the job fun and interactive are to include pop quizzes throughout the module and to incorporate video into your content.

Make Mobile Training in the Flow of Work

This means having small bursts of information that your employees can complete, and digest easily in 2-3 minutes, and get straight back to work.

Learning and upskilling become a core part of their existing workflow. When Mobile Training becomes an enjoyable experience for your workers, it encourages repeated usage. 

A way to achieve this is to ensure that your training is accessible Anywhere, Any Time, and better yet in Any language tailored to their specific needs. When workers are able to train remotely in their preferred languages, it can help not only increase completion rates, but also provide more value to your business.

With a click of a button, you can translate an entire module to another language preferred by your workforce.

Measure Analytics

Measuring performance data ensures that we get the most out of our Mobile Training program. The data can also help guide future mobile training strategy so that it remains effective and impactful for your workforce.

Some key metrics to consider with Mobile Training are the Completion Rates, Training Duration & Performance Scores. These are components that would be effective & relevant in any training program, even more so when it comes to our Deskless workforce who are largely on the go.

That’s why it is essential to create your training module on a platform that allows your HR managers and L&D teams to access relevant data points when needed. ArcLab allows you to access Folder Analytics Dashboard which presents a comprehensive snapshot of all your Learner’s progress & performance.

Looking to incorporate Mobile Training in your Workforce Strategy? Speak with us and let us help you get started!

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Ensuring Construction Worker Safety with Mobile Training

Construction Safety Time-out

Just a week ago, there was a safety time-out set in place due to the unexpected rise in workplace fatalities. This situation caused some unrest and caught the eyes of many, including Prime Minister Lee. His Facebook post reached out to the general public and served as a reminder that we, as a community, should NEVER take construction worker safety for granted. As PM Lee mentioned, “Since the beginning of this year, 20 people have died at work, in accidents of one kind or another — 10 in April alone. This is far too many, and not acceptable.”

Accidents can never be prevented as we are all human and make mistakes. However, every life lost is a life too many. With adequate training and emphasis on safety guidelines, I’m sure the accident rates will go down.

Prioritising Construction Worker Safety

As we sit in the comfort of our homes, offices, or anywhere, let us not forget how all these infrastructure came to be. Let us not forget the hard work they put in for us. Be it rain or shine, construction workers put in their blood, sweat and tears to build the Garden City we reside in today. Without them, how much of this will be a reality?

Last week, I wrote about my experience visiting one of Woh Hup’s construction sites and how it influenced my mindset on the current situation. I truly believe that though construction is physically laborious, it should never be dangerous or putting lives at stake. It also states how mobile training can reinforce construction safety training with bite-sized learning modules.

I want to take this opportunity to thank every worker in the construction industry, because without you, there would be no Singapore as prosperous as today’s.

Let us ensure a safe workplace for our construction workers while they part ways with their families to toil for us. Reinforced safety rules and regular risk assessment tests, everyone has a part to play in safety. No one’s safety should ever be compromised at work. We urge all companies to take safety reinforcement seriously. As we are all able to return to our families every day after work, let’s help our construction workers return to theirs too.

Woh Hup's Experience with Mobile Training

Thank you to Woh Hup for hosting our visit to their site. Since using ArcLab, Woh Hup managed to save 47% training time and over 95% of their workers found ArcLab simple and easy to use. Their training departments also managed to save up to 200 hours a year on training.

With ArcLab, safety procedures and guidelines can be conveyed through online learning modules, making training accessible anytime, anywhere. There is no need for a 100-slide Workplace Safety and Health powerpoint. Educate & ensure safety guidelines are met with ArcLab Mobile Training Platform – Anytime, Anywhere in Any Language

Connect with ArcLab to start your Construction Safety Mobile Training

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Construction is NOT Dangerous

Workplace Fatalities

Due to the recent spike in workplace fatalities, a safety time-out is taking place in Singapore construction sites for two weeks. If you’ve been catching up with the news, you’d be well aware of the situation right now.

As Singapore Prime Minister Lee Hsien Loong mentioned in a Facebook post, “We have been working hard for years to prevent workplace accidents, especially deaths. We have made good progress. But with our economy reopening and activities ramping up, safety standards and practices seemed to have slipped. Accident rates have gone up, and we have lost ground.

Back to "Normality"

As we Return to Office, or “normality”, workplace safety should never be taken lightly as precautions should always be adhered to. Here are some thoughts:

  • To say I can fully understand workplace danger and fatalities would be a lie since I work in the comfort of a fully air-conditioned and safe office, and sometimes from home (note: construction workers have no option to WFH).
  • However, I was fortunate to have the the opportunity to visit one of Woh Hup‘s construction sites as part of our customer visits. It was a very insightful experience as I was given front row seats to witness how our construction workers toil tirelessly under the hot sun. They do all the hard work for us, building the Singapore we live, work and play in. The visit got me appreciating our construction workers a lot more.
  • Seeing recent news about workplace deaths made me really sad. Our migrant construction workers leave behind kith and kin, coming to Singapore to work for their families with hopes to give them a better life. Sadly, not all are able to return. So even as a 19-year-old young buck, I should cherish life a lot more and do my best to make our workers’ lives safer.

Does construction necessarily mean danger?

PM Lee’s Facebook post highlighted that “We have made good progress.”. Doesn’t this show that workplace fatalities can be reduced?

The first step is to make safety part of COMPANY CULTURE.

Every company must treat safety as a no-compromise must-have. It starts top-down, from the company’s leadership. That our workers’ lives are important, and one death is one death too many.

From culture comes POLICIES & PROCEDURES. Company management must do proper risk-assessments and institute Workplace Safety & Health (“WSH”) frameworks and detailed rules which must be adhered by EVERYONE. Some of which include, not leaving any floor openings unprotected and report to the Safety Personnel immediately to have it covered up, and always ensure that you are equipped with the appropriate Personal Protective Equipment (PPE) when handling chemicals. Simple safety rules are often overlooked and taken for granted, but they are there for a reason (to keep everyone safe). 

Next, TRAINING. Every construction staff and worker must be trained in the basics of safety and what are the DOs and DON’Ts at the worksite.

Creating Effective Construction Safety Training

Construction Safety Training should not be thick binders of rules & policies, or 100-slide powerpoint presentations.

No-one can absorb all that information at one-go. Not a PhD, less likely a lower-educated construction worker whose native language is not even English.

Instead, we should make training materials rich-media focussed and interactive. Like this example:

Special thanks to Woh Hup for hosting our visit to their site, as well as treating Worker Safety seriously. Here are some of the data we received from them after using ArcLab:

  • On average, Woh Hup managed to save 47% training time and  over 95% of their workers found ArcLab modules simple and easy to use.
  • Their training departments are able to save up to 200 hours every year

With ArcLab, safety managers can digitise all Standard Operating Procedures (SOPs), as well as WSH policies & training materials. 

Create engaging and effective training modules for your staff with images and videos embedded to help facilitate their learning. Interactive quizzes, short-answer or open-ended questions to help ensure your employees understood the module.

For the employers, create one short, bite-sized learning modules to be sent to all your workers. Our SmartTranslate feature allows workers to select their preferred language so safety managers don’t have to create same modules in different languages. Our Learner Management System also helps you keep track of every learner’s progress with a simple dashboard. ArcLab helps move safety training direct to workers’ mobile phones, so safety managers can save time spent on physical training and channel time to higher-productivity tasks.

 

One fatality is one fatality too many. 

Especially in times like now, during this safety time-out, where organisations are revising safety procedures with their staff as well as conducting risk assessments at the same time, this is the best time to use an interactive learning platform like ArcLab to get everyone in the company trained in important WSH training.

Get started today

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The Ultimate Guide to ArcLab

In this comprehensive guide, you will master every Nanolearning toolset available on the ArcLab platform to easily create, distribute and track training for your Deskless workforceAnytime, Anywhere, in Any Language. No coding needed, no app to download.

Keep on reading to understand more on Mobile Training & Nanolearning on ArcLab, or jump ahead to the section that interests you most.

Table of Contents

Introduction to ArcLab

What is ArcLab?

ArcLab is a web-based Mobile Learning & Training platform, we empower companies that use our solution to deliver training and digital SOPs to their deskless workforce with the click of a button, saving them valuable time and cost.

Businesses using ArcLab achieve 50% time savings and productivity increase. Businesses are able to gain more from each worker, and grow their bottom line.

For more information on our platform, check out our Knowledge Base.

Why use ArcLab?

ArcLab is the top Nano Learning platform to empower the deskless workforce in various industries including F&B, retail, construction, VWOs, and many more. We provide extensive support through content templates, design customisability, and learner analytics to build your productive workforce.

Who uses ArcLab?

ArcLab serves Training Providers, Human Resource, Learning Design & Operations team. Our used cases vary from Digital Onboarding for New Hires, to training in the flow of work and analytics from on-the-job performance support.

Getting started on your ArcLab journey with this 3 mins video:

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Return To Office: ‘Water Cooler Moments’

2 years after COVID-19 became part of our lexicon – there’re good signs that we’ve moved back (almost) to life as we used to know it. Life B.C. (Before COVID).

COVID-19 & Work from Home

The COVID-19 pandemic changed our workplaces. Lockdowns (Referred to as Circuit Breakers or Movement Control Orders in some countries) meant Work-From-Home (”WFH”) became a default for many of us who used to work in offices. Even post-lockdowns, COVID-19 restrictions kept some of us working from home.

WFH gave us flexibility and bought us time. Among other things:

  • We no longer needed to brave the morning and evening commute; we could in fact put that time saved into a more efficient workday, and see our loved ones who lived in our homes a lot more (while they also busied with their lives).
  • We no longer needed to “beat the office lunch crowd”. In fact, we could prepare our own (healthier?) meals. Many of us started exercising more too.
  • We could still collaborate with our teammates, almost as efficiently as before – with Zooms, Slacks, Teams, Meets – whatever platform our organisations used. Digital adoption became mainstream, and scanning QR codes became 2nd nature. ArcLab ourselves had the opportunity to serve a lot more organisations to onboard, train & understand their workforces.

Yet there were also drawbacks:

 

  • Zoom fatigue replaced commute fatigue. While a decent substitute for in-person meetings, it was not perfect. There was only so much one could bear staring into a screen.
  • The boundaries between Work and Personal Life are blurred. Some of us ended up working a lot more because there was no longer that office commute to put a natural ‘break’ to the workday. Travelling time saved ended up being ploughed into more back-to-back meetings (not all of which were productive or necessary).
  • Too much overlapping time at home could create tension. Many of us breathed a sigh of relief when schools reopened and welcomed our children back to the classroom. Sometimes absence makes the heart grow fonder.

Return to Office

With COVID restrictions gradually lifted in the past year and a half, employers in Singapore and all over the world had to decide whether / when / how much to have teams return to the office

While there’s never a perfect system, we think the office does have its place. Most of us are in fact glad to spend some time in the office with our co-workers. We might not miss the commute, but we miss the discussions and brainstorming that we could do with our teammates in the office. No amount of Zooms or Slacks can replace this.

Each of our organisations will have to make our own decisions.

At ArcLab, here’s how we think about WFH vs Return To Office (”RTO”):

  1. We’re an output-driven company – so we don’t police time spent at the desk. If we can finish the work we’d set out to do for the day in 6 hours instead of 8, all power to us. Take that last 2 hours to work on a personal project, or prepare dinner for the family.
  2. We believe in personal integrity & pride – As a software firm, our team members can work from anywhere. So for personal tasks and independent work, we don’t need our team to Return to Office. WFH (or Work from Anywhere) is perfectly fine. This includes every member of our team taking turns to man our User Support Chat (that blue bubble at the bottom of your screen) – so everyone talks to the customer. Obviously, we don’t need to RTO for that. And Point (1) above continues to apply.
  3. We believe in “water-cooler moments”. In spite of Points 1 & 2, much magic can happen when people get together. As we execute our development roadmap to keep building out ArcLab, there are times that we need to brainstorm and think together as a team. Slack message threads can get inexorably long & inefficient, and Zoom Whiteboards just can’t bring out that ‘spark’ moment that can take place when everyone gathers around a physical whiteboard with post-its.

Eventually, after some iteration – we decided as a team to have 20-30% of the time each month be spent in the office, together.

So we now have a hybrid work model – we meet once a week in the office, spending the day working on common problems together, or just working in the same place. In that way, we create opportunities for banter, “water-cooler” conversations (OK, so we don’t actually have a water-cooler), and out of these – sometimes magic happens. We can’t mandate that these situations, but we can create the environment for it.

We also have a monthly Lunch-and-Learn – where different team members take turns to share a topic of their choosing – be it their current project, something they learnt, their hobby, anything at all. The firm buys lunch (always from one of our F&B customers 😊), and we get to spend time together as a team and learn from one another.

So far, we find this flexible work arrangement a good balance. If the situation evolves, we’d adapt as a firm. That’s what we’d all do.

Now, regardless of whether you’re an employer or an employee, it’s not us vs them.

We all need one another.

The market may be in the employee’s favour today, but I’ve worked long enough to know that the economy moves in cycles. There’ll come a day when there are more workers than jobs available. So always conduct ourselves reasonably.

To Conclude RTO vs WFH - Remembering our Deskless Workforce

Now even as we contemplate RTO for our businesses, let’s remember the workers around us where WFH was NEVER an option – the baristas who make your coffee, the servers who serve your meals, the construction workers who build your homes. And many more.

For these – our Deskless Workers – their jobs are time-specific and location-specific. All these discussions of RTO or WFH are irrelevant to them.

For our Deskless Workforce – work continues, often ignored by the majority of society. Yet, we’d come to realise the crucial role that they play in our economies. On average, they earn lower salaries, because they are often lower-educated, and are less highly skilled (at least in the skills that command high pay). Businesses find it hard to pay them more because their productivity is so low.

This is a vicious cycle that we as an economy and society must break. This is the problem that ArcLab is solving.

Watch:

At ArcLab – we’re building the World’s Simplest Training System – empowering businesses to easily create, distribute and track training for deskless workers.

Training that can be consumed by workers in the Flow of Work. 

Anytime, anywhere, in any language.

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Melabur Untuk Perkembangan Perniagaan

Masa hadapan perkembangan & produktiviti

Masa hadapan perkembangan & produktiviti dalam perniagaan sudah mula bertukar dan para perniagaan akan ketinggalan sekiranya tidak mengikuti perkembangan ini. 

Masa hadapan yang sedang dibicarakan disini merujuk kepada pelaburan para perniaga dalam perkara yang tidak ketara seperti latihan pekerja, pengurusan bakat pekerja mahupun penyelidikan pasaran dalam setiap industri. 

Ada peningkatan dalam kesedaran orang atas kepentingan melabur dalam perkara yang tidak ketara dalam bidang kewangan dan juga industri manufaktur, f&b, runcit dan setiap perniagaan yang mempunyai pekerja kolar biru. Tidak seperti dahulu dimana industri-industri akan lebih fokus dalam pembelian peralatan, bangunan dan sebagainya.

Covid-19 menyebabkan lebih perniagaan mengenali kepentingan untuk melabur dalam perkara yang telah disebutkan oleh kerana melabur dalam penggunaan platform digital, kemahiran pekerja dan penyelidikan pasaran adalah faktor-faktor yang telah menolong perniagaan mereka kekal semasa Covid-19.

Sebagai contoh, industri F&B melabur dalam melatih pekerja mereka untuk mempelajari cara mengambil pesanan melalui platform talian semasa pandemik berlaku. 

Mengapakah perniagaan-perniagaan sedang menuju ke arah ini?

Pelaburan dalam perkara tidak ketara telah dibuktikan menolong perniagaan berkembang dan meningkatkan produktiviti perniagaan. Ini membolehkan para perniagaan mencapai kejayaan lebih tinggi daripada para pesaing mereka dan juga dapat meningkatkan pendapatan perniagaan mereka. 

Terdapat banyak faedah melabur dalam latihan pekerja. Ini termasuk mengenal potensi terkunci, memajukan kemahiran pekerja dan meningkatkan pengekalan kakitangan. Setiap kakitangan merupakan tulang belakang perniagaan dan ianya penting untuk memastikan mereka tersedia dengan ilmu dan kemahiran yang diperlukan untuk menjalankan tugas mereka dengan cemerlang. 

Anda Boleh Melabur Sambil Menjimat Masa Dan Duit

Sementara melabur dalam perkara yang tidak ketara itu penting, hadir sesuatu sistem yang membolehkan anda latih pekerja baru dan kakitangan anda sambil menjimatkan kos dan masa. 

Sistem itu adalah ArcLab. 

Sistem ArcLab merupakan solusi yang menjimatkan wang dan ianya boleh mengatasi halangan bahasa yang dihadapi ketika sedang melatih pekerja. Ianya juga memastikan kandungan latihan anda konsisten di setiap cawangan perniagaan anda dan membolehkan sumber manusia, para pelatih dan pasukan L&D jejaki kemajuan pembelajaran kakitangan mereka.

Jadi Siapa Yang Menggunakan ArcLab?

ArcLab menolong perniagaan dalam industri makanan dan minuman, runcit, pembinaan, pertubuhan kebajikan sukarela etc, dan sedang mencari untuk membantu lebih perniagaan dengan pekerja kolar biru, latih pekerja mereka. 

Kami bekerja bersama pengurus sumber manusia (HR), pasukan L&D dan jurulatih untuk sampaikan latihan dengan mudah tanpa memerlukan banyak sumber dan masa. Latihan yang boleh dijalankan pada bila-bila masa, di mana-mana dan dalam apa bahasa jua. 

ArcLab memperkenalkan penggunaan modul pembelajaran Nano yang memecahkan kandungan latihan berat kepada saiz kecil untuk meningkatkan kadar pengekalan maklumat dalam fikiran kakitangan anda. Ini akan menolong kakitangan anda tingkatkan hasil kerja mereka.

Kita menolong para pekerja untuk dilatih dengan cepat dan kita menolong para majikan jimat masa latihan.

Bagaimanakah ArcLab digunakan?

Modul ArcLab boleh diubah suai mengikut keperluan anda dan hadnya adalah imaginasi anda. Pasukan L&D Fei Siong Group, sebuah perniagaan dalam industri makanan dan minuman di Singapura, menggunakan modul ArcLab untuk sampaikan latihan yang tepat pada masanya dan konsisten tanpa mengganggu aliran kerja. Modul ArcLab juga disampaikan dalam bahasa ibunda para pekerja. 

Restoran 4Fingers (Singapura & Malaysia) pula menggunakan ArcLab untuk sediakan manual operasi, SOP digital dan latihan mudal alih yang membolehkan pekerja mengaksesnya pada bila-bila masa dan di mana-mana sahaja. Ini mengurangkan masa yang biasanya digunakan untuk membaca manual latihan yang bertimbun dan mengekalkan konsistensi dalam prosedur operasi standard terutamanya untuk pernigaan seperti 4Fingers yang mempunyai banyak cawangan. 

Hasil Mengguna ArcLab

Fei Siong Group telah mencapai sehingga 50% penjimatan dalam masa latihan. 4Fingers (Singapura & Malaysia) telah berjaya menjimatkan 27 jam dalam latihan bagi setiap pekerja setiap bulan. (Isi borang di bawah untuk membaca lebih lanjut dalam eBook kami)

Penggunaan lain untuk ArcLab termasuk latihan digital dan prosedur operasi standard (SOP) untuk industri pembinaan dan industri yang bekerja dari rumah oleh kerana sekatan Covid-19. Kita bekerja bersama Woh Hup, syarikat pembinaan yang mempunyai pekerja yang berbual dalam bahasa ibunda yang berbeza, untuk menyampaikan latihan dalam bahasa yang selesa buat mereka. 

Latih kakitangan anda tentang bahasa badan untuk perkhidmatan pelanggan, kecemerlangan perkhidmatan pelanggan atau gunakan ArcLab untuk meningkatkan kesihatan mental pekerja.

ArcLab boleh membantu para perniagaan mencapai potensi maksimum mereka dan meningkatkan produktiviti sebanyak 50%, sama seperti Fei Siong Group. Perniagaan dalam industri makanan, pelayan di hotel dan restoran, bar, kafe mahupun hospital negara, semuanya kita sambut dengan tangan terbuka.

Pelajari Lebih Dari E-book Percuma Kami

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Investing In Intangibles For Growth & Productivity

Businesses are investing more in the intangible

The terms ‘Growth’ & ‘Productivity’ are evolving and there is a new future that businesses have to come onboard with in order to remain relevant in the current market. 

The future of growth and productivity we are talking about refers to investing more into the intangibles of every business such as in staff training, talent management or even market research. This is true for companies in all industries. 

Instead of only spending on the tangibles such as equipment, buildings & machinery, there is an increasing awareness on the importance of investing in intangibles. Businesses from the financial sector to manufacturing, f&b and retail companies, are now moving in this direction. 

Covid-19 has amplified this effect further due to the newfound importance of making use of the intangibles to continue the life of the business. Research, moving the business onto digital platforms, upskilling workers to be digital-savvy and even establishing new channels to make your product or service accessible online, are factors that drove sales for businesses during the pandemic. 

An example of investing in these intangibles in the F&B industry is in training staff to take orders using online platforms during the pandemic.

Why are businesses moving in this direction?

Investment in intangibles have proven to drive productivity and growth for businesses, allowing them to perform better than competitors and increase company revenue. (Read more: How employers can support their Lower Wage Workers)

Benefits of investing more in staff training includes unlocking hidden potentials, developing staff skills, increasing staff retention and hence, lowering turnover rates. As staff are the backbone of every business, it is essential that they are equipped with the necessary knowledge and skills to carry out their jobs well. 

Whilst investing in the intangibles is the way to go, there is a system that exists out there that makes it possible for you to train your new hires and existing staff effectively while saving time and costs. 

The system is ArcLab.

ArcLab provides a cost-effective solution that could overcome language barriers, ensure there is standardisation in training content across different business outlets and enables HR managers, L&D teams as well as trainers to track their staff’s learning progress.

So who uses ArcLab?

ArcLab is helping companies in sectors such as F&B, Retail, Construction, Voluntary Welfare Organisations etc., and are looking to help more companies with blue-collar workers train their staff. We work with HR managers, L&D teams and trainers to deliver training easily without needing plenty of resources and time. Training that can be done anytime, anywhere and in any language.

ArcLab introduces the use of nano learning modules which break down chunky training content into bite-sized information to improve the retention rate of the information delivered in your staffs’ mind. This results in an improvement in their job performance and satisfaction levels.

We help employees get up to speed quickly and we help employers save precious training time. 

How else do people use ArcLab?

ArcLab modules are flexible in use and the only limit is your imagination. Fei Siong Group’s L&D team implements ArcLab modules to deliver timely and standardised training with minimal disruptions to their workflow and even crafted in employee’s native languages. 

Meanwhile 4Fingers (Singapore & Malaysia) uses ArcLab for operational manuals, SOPs and mobile training which allows employees to access them anytime and anywhere. This reduces the time that is wasted on going through stacks of training manuals and maintains consistency in standard operating procedures especially for businesses with various outlets. 

As a result, Fei Siong group has achieved up to 50% savings in training time. 4Fingers (Singapore & Malaysia) has managed to save 27hrs in training for each learner each month. (Fill the form below to read more in our eBook)

Other uses for ArcLab include digitalising training and standard operating procedures (SOPs) such as for construction industries and industries who have to work remotely due to the Covid-19 restrictions. We work with companies like Woh Hup, a construction company with workers who speak in different languages, to deliver training to foreign workers in their native language.

Train your staff on body language for customer service, customer service excellence or even use ArcLab to improve employee mental health. 

ArcLab can help businesses achieve their maximum potential and increase productivity by 50% just like Fei Siong Group. Businesses such as your favourite food establishments, Swensen’s, Astons, Koufu, BreadTalk Group and more can achieve greater heights with a trained workforce.

Learn More In Our Free E-book

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Top ArcLab Discover Templates

Arclab is a Nano learning platform that allows organisations to create bite-sized modules for their staff’s training.

ArcLab gives our users the freedom to design your own unique modules best suited for your staff. However, to help reduce time & effort needed to create your own modules from scratch, we have just the thing for you!

ArcLab Discover

Introducing ArcLab Discover, a platform where our Learning Design team has curated templates designed by builders from across the platform. 

Here are the top most popular templates from ArcLab Discover.

5. Workplace Health & Safety

There is no doubt that Workplace Health & Safety would be in our top 5 templates. 

No company wishes to have any kind of work accident or disaster. Not only does it put staffs’ health and safety at risk, workplace incidents also result in work stoppages, and decreases the workplace productivity.

Hence, to avoid workplace mishaps or accidents, safety must be reinforced, and what better way than to use ArcLab module to convey important Workplace Safety and Health dos & donts to your staff!

ArcLab’s module template includes some general workplace safety tips, so feel free to add on to make it your very own module.

Help ensure your colleagues are well-prepared and ready for work with one simple module. 

Click on the Workplace Safety module here to try it out!

4. Service Crew Onboarding (Chinese)

Up next in fourth place is our Service Crew Onboarding template written in the Chinese language. This highlights ArcLab’s proficiency to allow you to train your workforce in any language. 

No worries if Chinese is not the language you’re looking for. With ArcLab’s SmartTranslate feature, translate any of your modules with just a simple click! 

ArcLab’s SmartTranslate feature allows your learners to select their preferred language of choice, so there is no need to create a different module for another language. Features as such are implemented to cater to the convenience of our builders. Start building your first module now!

3. New Staff Onboarding

If you are one of the first few people to visit our homepage at arclab.io,  you may find this template very familiar. In third place, it is none other than our New Staff Onboarding template. This module covers general procedures that should be carried out when onboarding new staff into the team. The module also shows how ArcLab can help make onboarding smoother and easier for everyone. Check it out and let us know what you think.

Image from TAB

2. Visitor Health Declaration

Image from Vietnam.travel

With recent news on borders reopening in multiple countries, ArcLab’s Visitor Health Declaration template swoops in for second place! This module showcases the versatility of ArcLab, to be used for more than just onboarding and training.

Forms as such can be created as well to collect responses from a large number of people. In addition, with our new learner management system, it provides our builders with a dashboard collating every learners’ responses. This will help simplify data collection and tracking for you.

1. Customer Service Training

Drumroll please….. and first place goes to… Customer Service Training

Excellent customer service is a must-have in any industry involving interaction with potential customers or clients. Different types of customer service caters to customers in different industries, however basic manners, body language and knowledge of products are the standard expectation. How would you feel if staff attending to you have no clue about what they are selling?

This template will provide you with an interactive scenario where you have to learn quickly and display your knowledge on the product. Are you up for the challenge?

Image from SAP News Center

With that, our Customer Service Training template stays in the lead with many remixes from various builders. Will you be one of them? Or will you create your own?

Choose the best way to help you and your staff.

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Bahasa Tubuh Untuk Perkhidmatan Pelanggan

Tahukah anda 93% komunikasi bukan verbal?

Ini bermaksud kita boleh berkomunikasi tanpa mengata satu perkataan. Bagi pekerja yang berperanan menghadap pelanggan, komunikasi positif yang bukan verbal boleh menyebabkan pelanggan mengalu-alukan perniagaan kita dan akan mahu membeli daripada perniagaan kita. 

Apakah itu bahasa tubuh?

Bahasa tubuh merujuk kepada pergerakkan, isyarat dan adab seseorang ketika berkomunikasi dengan orang lain. Ini semua menunjukkan bagaimana perasaan seseorang dan selalunya dibuat tanpa disedari. 

Body Language

Para peminat drama jenayah US mungkin akan kenal siri “Lie To Me”, dimana karakter Tim Roth membantu agensi penguatkuasa undang-undang dalam siasatan mereka, dengan mengaplikasikan kemahirannya dalam mempelajari “micro-expressions” dan bahasa tubuh seseorang. 

Kadang kala, apa yang kita ingin katakan mungkin lain daripada apa yang kita lakukan oleh kerana kita menggunakan bahasa tubuh untuk berkomunikasi tanpa sedari. 

Justeru, mengapakah perlu kita ambil kisah tentang bahasa tubuh walaupun perniagaan kita mungkin bukan dalam sektor penguatkuasa undang-undang ataupun psikologi? 

Bahasa tubuh dan Perkhidmatan Pelanggan Cemerlang

Salah satu faktor perniagaan berjaya adalah produk yang menyelesaikan masalah pelanggan tetapi cara pekerja anda berkomunikasi bersama pelanggan memegang kunci pada penjualan dan menawar hati pelanggan. 

Bahasa tubuh yang positif menolong tenaga kerja anda berkomunikasi dengan lebih baik bersama pelanggan dan boleh mempengaruhi reaksi pelanggan yang lebih berimpak terhadap perniagaan anda. Oleh itu, pekerja-pekerja patut memberi lebih perhatian terhadap bahasa tubuh mereka ketika sedang berhadapan dengan pelanggan

Tidak kira sama ada perniagaan anda merupakan perniagaan “brick-and-mortar” atau seperti yang semakin meningkat, perniagaan online. Ini kerana bahasa tubuh boleh disampaikan melalui telefon dan juga chat atas talian. Apabila pekerja perkhidmatan pelanggan anda rasa tertekan, mereka boleh tercakap ataupun teks sesuatu yang berbeza daripada ketika mereka sedang tenang. Bahasa tubuh boleh menyebabkan pekerja anda menggunakan kata-kata yang tidak diingini yang pelanggan boleh salah faham ketika mendengarnya. 

Dengan demikian, semua pekerja anda yang sering menghadapi pelanggan harus menyampaikan bahasa tubuh yang positif ketika sedang berinteraksi bersama para pelanggan dan dengan yang berminat dalam perniagaan anda!

Apakah contoh-contoh bahasa tubuh positif yang pekerja anda patut pamerkan ketika sedang menghadapi pelanggan?

Tiga contoh tersebut adalah:

1. Kontak mata

Para pekerja patut berkontak mata sebelum berbual bersama pelanggan. Ini menunjukkan pelanggan bahawa pekerja masih sedang mendengar dan bersedia untuk berkhidmat. Namun, pekerja harus berjaga-jaga supaya tidak terlebih melihat kerana memegang kontak mata dengan terlalu lama boleh menyebabkan pelanggan rasa tidak selesa. 

Satu nasihat adalah untuk memegang kontak mata hanya untuk separuh masa ketika sedang berbual dan 70% masa ketika sedang mendengar. Dengan ini, pelanggan akan rasa hargai oleh pekerja anda serta lebih berkemungkinan untuk membeli daripada penjualan anda. 

2. Diri dengan posisi yang terbuka

Posisi yang terbuka menunjukkan kemesraan dan sambutan yang baik oleh pekerja. Bandingkan dengan pekerja yang bersilang tangan, pelanggan akan rasa tidak dialu-alukan oleh pekerja anda kerana posisinya yang tertutup dan defensif. 

Pekerja yang berdiri dengan posisi yang terbuka membuat pelanggan rasa sambutan yang mesra dan juga membuatnya lebih senang untuk memegang kontak mata.

3. Senyum 😊

Senyuman adalah sesuatu kecil yang boleh meninggalkan kesan yang sangat positif atas orang lain. Ia menyebabkan seseorang kelihatan lebih senang untuk didekati dan pelanggan akan tidak teragak-agak untuk mendekati pekerja anda. Para pelanggan akan rasa tercenderung untuk membeli dari pekerja yang sering senyum dan mesra daripada yang tidak berminat dan kelihatan tidak mesra.

Apakah contoh bahasa tubuh positif lain yang anda boleh fikirkan?

Body Language in Customer Setvice

Bagaimana untuk melatih bahasa tubuh untuk mencapai perkhidmatan pelanggan yang cemerlang?

Bahasa tubuh positif boleh diajarkan kepada pekerja-pekerja anda.

  • Pertama sekali, pekerja patut mengenali contoh-contoh bahasa tubuh yang berlainan. Mereka harus mengenali bahasa tubuh yang positif yang patut mereka guna dan juga yang negatif yang harus dielak. 

    Tunjukkan gambar-gambar atau video contoh setiap bahasa tubuh, supaya pekerja anda pasti akan apa yang mereka patut lakukan dan yang mereka patut elak. 

  • Kedua, aturkan sesi ‘role-play’ bersama pekerja-pekerja anda untuk melatih bahasa tubuh yang baru dipelajari mereka kerana latihan yang selalu di praktis akan menyempurnakan bahasa tubuh positif pekerja anda.
  • Ketiga, sediakan prosedur operasi standard (SOP) yang lengkap dengan informasi tentang apa yang patut ataupun tidak patut dilakukan pada bahasa tubuh supaya pekerja anda boleh lihat informasi itu pada bila-bila masa, ulas kembali dan latih bersama pekerja lain pada waktu yang sesuai bagi mereka, di mana-mana jua. 

    Contoh bahasa tubuh dan prosedur operasi standard (SOP) sudah tersedia dan boleh dijumpai di ArcLab Discover.

Bahasa tubuh yang positif adalah aspek penting dalam komunikasi dan ketika sedang berinteraksi bersama pelanggan. 

Tenaga kerja dan pekerja perkhidmatan pelanggan yang dilatih dengan baik boleh menolong perniagaan anda membina perhubungan yang mesra bersama pelanggan dan menolong meningkatkan prestasi perniagaan anda, sama ada dalam perniagaan runcit, penjualan makanan & minuman, pertubuhan kebajikan sukarela ataupun pembinaan

Untuk mula penggunaan Latihan Bahasa Tubuh ArcLab dengan percuma untuk pekerja anda, klik disini:

Teruskan Berhubung Dengan ArcLab

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Cara Untuk Melatih Pekerja F&B, Runcit & Hospitaliti Dengan Cepat

Pembukaan Pusat Pemeriksaan Woodlands Dan Tuas

Sebelum pengisytiharan sekatan Covid-19 terhadap pergerakan sempadan antara Singapura dan Malaysia, anggaran 415,000 orang dikatakan melintasi pusat pemeriksaan Woodlands dan Tuas dalam sehari. 

Pada 1 April 2022, sempadan Malaysia-Singapura telah dibuka semula sebagai kelonggaran dalam sekatan yang telah ditetapkan sebelum ini. Sekitar 33,700 orang dikatakan telah melepasi pusat pemeriksaan Woodlands dan Tuas dengan menaiki bas, kereta dan motosikal hingga 5 petang pada hari pertama sempadan dibuka sepenuhnya.

Keputusan ini merupakan pengakhiran dalam penantian lama untuk bersatu sama keluarga dan rakan-rakan tercinta yang menetap di negara seberang. Sementary kebenaran untuk ke luar negara adalah kelegaan setelah hampir 2 tahun tidak dibenarkan melancong ke Singapura atau Malaysia tanpa ujian ataupun kuarantin. 

Pembukaan Membawa Harapan Bagi Memulihkan Ekonomi

Keputusan ini juga merupakan harapan bagi kedua belah negara untuk memulihkan ekonomi. Pada hari pertama pusat pemeriksaan Woodlands dan Tuas dibuka, Johor Bahru menyaksikan lonjakan sehingga 40 peratus dalam penjualan makanan dan minuman mahupun runcit.

Para penjual makanan, khidmat cuci kenderaan dan runcit akan dapat menyaksikan lebih kemajuan dalam penjualan mereka dalam minggu-minggu yang akan datang memandangkan ramai lagi yang masih belum menyeberang sempadan dan juga bulan Ramadhan yang telah tiba yang akan menyebabkan ramai untuk mahu membeli-belah bersama keluarga. 

Inilah masanya dimana kesemua perniagaan makanan dan minuman, runcit dan industri hospitaliti sedang bergesa untuk sediakan perniagaan mereka bagi kedatangan pengunjung yang mahu membeli-belah, makan bersama keluarga dan rakan-rakan serta memerlukan tempat berehat di hotel dan resort.

Ada banyak informasi penting yang harus disampaikan kepada pekerja-pekerja seperti prosedur operasi standard (SOP), prosedur bagi memastikan keselamatan dan kebersihan dan juga latih tentang perkhidmatan pelanggan.

Bagaimanakah Industri Makanan & Minuman, Runcit & Hospitaliti Boleh Melatih Pekerja-Pekerja Mereka Dengan Cepat?

  1. Siapkan informasi-informasi penting yang perlu diajar sebelum onboarding dijalankan supaya tidak ada maklumat yang tertinggal dan semua pekerja mendapat latihan yang sama. Ini memastikan pekerja tidak salah faham akan arahan yang telah diberikan dan akan dapat menjalankan tugas mereka dengan tepat. 
  2. Kumpulkan informasi tersebut dalam satu platform supaya informasi penting dapat diakses pada bila-bila masa, di mana jua. Ini akan menolong latihan pekerja dan onboarding menjadi lebih cepat dan menolong para pekerja mengekalkan informasi dalam minda.
  3. Pastikan pekerja anda memahami apa yang telah diajar semasa latihan mereka. Sekiranya ada pekerja yang masih kurang faham, mereka boleh dilatih untuk masa yang lebih panjang ataupun ia menjadi sesuatu yang menunjukkan bahawa program latihan kita masih boleh diperbaiki. 

Sampaikan latihan anda dengan cepat dan juga dalam bahasa yang pekerja anda guna supaya latihan anda lebih mudah difahami. Ketahui tahap kefahaman pekerja anda dengan menjalani kuiz dan jejaki tahap kemajuan pekerja menggunakan ArcLab Learner Analytics. 

Anda boleh melatih pekerja anda dengan cepat dengan menggunakan ArcLab. Bacalah lebih tentang 4fingers Malaysia dan bagaimana mereka dapat mempercepatkan program latihan mereka atau cuba sendiri di sini.

Ketahui Bagaimana Anda Boleh Jimat Masa Latihan Seperti 4fingers Malaysia

Gambar dari TodayOnline & Lisanto 李奕良 (Unsplash)

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How to promote Employee Happiness

Promoting employee happiness at the workplace has increasingly become a business imperative. Why? Happy employees raise work productivity, they go on to create happy, satisfied customers. When your staff are happy, your business thrives. On the flip slide, unhappy employees are more likely to take sick days at work & are at a greater risk of burnout. 

Why is a happy workforce good for business?

A happy workforce is a productive workforce. In a happiness study by Social Market Foundation, where participants were given “happiness shocks” (it is a lot less electrifying than it sounds – the shocks provided were watching comedy videos, getting snacks & drinks), these subjects were “approximately 12% more productive than the control group” who received nothing.

Happy employees provide better customer service. When your staffs are happy, they naturally show better body language at work. Customers appreciate interacting with cheerful staff and are more likely to make a purchase. Satisfied employees are extremely beneficial for the growth of your business by providing excellent customer service that keeps customers returning.

Happiness at work is infectious; it can spread & affect the entire mood & energy of the team. When you cultivate a positive work environment to promote employee happiness, your staff are more engaged at work, which strengthens camaraderie among your team.

3 ways to build a positive work environment

Positive work culture boost teamwork & communication, which promotes greater engagement, happiness at work. A positive work environment facilitates opportunities for colleagues to learn & help one another to achieve better results.

Here are some tips on how you can build a positive work environment in the company:

Start with ‘thank you’

 A ‘thank you’ costs nothing, but it provides important recognition for a job well done. Take time to notice & highlight tasks performed by people at any level in the organisation to give periodic shutouts to them. It does not take a lot of effort, yet this small gesture of appreciation at the workplace can keep staff motivated to continue to work towards delivering better results. When employees are respected for their work, this builds compassion as well as kindness within the team. 

Aside from thanking your team for a job well done, consider your customers & how you can show your appreciation for their trust & support in your company. Supportive & loyal customers are what push the company forward, served well by your staff, who are appreciated & respected by their supervisors & managers. 

Communicate with honesty & transparency

Top employers are able to create a work environment where all members can freely articulate their thoughts & achievements. Employees know that they are in a safe environment to share & that their concerns are taken into consideration in the company. Frequent transparent & honest communications on company happenings & updates, celebration of individual milestones & achievements, overall company direction all help a company cultivate a positive work experience & promote employee happiness. This is especially important if your organisation is spread over multiple locations – that’s where digital platforms help your organisation communicate effectively. 

Check out ArcLab’s free template for mobile-ready newsletters, delivered straight to your staff phones, digitally.

Create career pathways & the right training for your staff

Helping your staff grow & develop is another important aspect of promoting employee happiness in a positive work environment. By establishing clear career pathways in the company, employees are fully aware of the different development opportunities to grow, expand & pursue career goals in an encouraging & supportive environment.

How do staff achieve that? With training of course!

Training is never for training’s sake: when the right training is implemented & provided for your workforce, your employees can work to achieve better business outcomes. The role of managers or the Learning & Development team is to ensure that they are able to consolidate performance analytics so that they can map skill gaps & zero in on them accordingly. The effectiveness of such a training program can be surveyed through employee feedback. Meaningful data can be extracted to help guide future training and development materials.

Check out how you can collect & analyse survey feedback here.

Build a happy, productive workforce with ArcLab

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How to train staff to achieve customer service excellence?

What affects customer service?

 

Regardless of the industry that you are serving, be it in the F&B, retail or hospitality industry, the most important people we are dealing with are our customers. Delivering excellent customer service becomes one of our big goals, and training our workforce automatically becomes a priority.

The excellent delivery of service is what will help you transform your customers into returning ones and establish customer loyalty. 

So what are the factors that affect customer service and how can we work to ensure our staff delivers? 

There are a few factors we can consider and we can start by looking at the interactions exchanged between our staff and our customers. In summary, they are:

  • Body language / Non-verbal communication
  • Verbal communication
  • Attitude

Body Language

 

Non verbal communications are an important factor in customer service as body language can reveal plenty of information about a person and thus, body language does affect customer service. In an organisation, we want our staff to portray positive body language which communicates our organisation’s interest in caring for customers and readiness to serve which makes customers feel more welcomed. This is why training our staff on body language for customer service is important.

Verbal Communication

 

Verbal communication is another aspect to look at. Our staff’s choice of words can depict our staff’s friendliness and showcase the value we have for our customers. Our staff are essentially the representation of our company and the short few minutes where they interacts with customers can either build rapport and form positive associations in our customers’ minds or tarnish the brand’s reputation.

Positive Attitude

 

Not to forget, our staff’s very own attitude can affect customer retention. Building a positive attitude at work is a crucial point to consider. People we meet and interact with, who are pleasant and treats us with respect, are those who we form positive connections with. Hence, positive attitude is key in customer service and organisations should take the necessary steps to ensure staff develops a positive attitude and learns the art of dealing with various types of customers. 

Conducting training for body language, verbal communication and building a positive attitude can be done much more quickly than thought. 

By using ArcLab’s mobile learning software, which helps to deliver comprehensive and effective training for the Deskless Workforce through compiling training content into one online module making it accessible wherever and whenever required, you will be able to train and set expectations for your staff quickly.

Here is an example of how it can be done:

How can we work to ensure our staff delivers?

  1. Establish a system where good or excellent customer service performance is recognised and rewarded. Positive reinforcements help to drive employee motivation, resulting in higher productivity and performance quality. 
  2. Actively take in feedback and learn from workers. This helps our staff feel heard and valued by the company which improves employee satisfaction leading to better job performance as staff becomes genuine in executing their job. At the same time, you get to identify gaps and improve organisation processes where needed.
  3. Support their learning and training. Most fast-paced industries such as F&B, hospitality and retail have a constant need for manpower but lack time and resources to train their employees properly. Training programmes become insufficient or ineffective due to the speed at which the training programmes are being conducted. Workers who require more support and time in their training do not get the help they require and as such, job performance quality declines. Therefore, establishing the right support for staff is necessary. 
    (Read also: 3 ways employers can support their lower wage workers)

Here is where ArcLab supports you in training and staff’s learning & development. Nano learning platforms and tools are effective in helping employees retain information and quickly pick up new training content. You are able to conduct training online, ensure your workers understand the training programme thoroughly and even keep track of their performance. ArcLab modules are comprehensive, allowing information on their job roles to be accessed whenever the staff requires. 

Companies like Fei Siong Group have achieved 50% time savings and close to 50% increase in productivity gains after implementing training with ArcLab modules. 

Save your time and resources, train your staff for customer service and build a productive workforce easily!

Create Your Own Training Modules Here

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What’s new in ArcLab – Everything announced in User Clinic

ArcLab is building the world’s simplest training platform for organisations to upskill your deskless workforces.

We are growing our community of forward-thinking practitioners, and gathered folks who are new to ArcLab or have used our mobile training software together to connect, learn and share all the benefits that Nano Learning has brought to them. Thank you for being part of the Mobile Training & Nano Learning community!

The core objective of the User Clinic (ArcLab’s first in 2022!) was to share how our tools can help Learning & Development & HR managers succeed in upskilling and increasing the productivity of their deskless workforce with 50% savings in training time.

In our first User Clinic, we announced a couple of new features to help you create better, more organised, and trackable Training modules with ArcLab. For those of you who couldn’t make it, here’s everything we debuted. Or you can watch the full recordings below!

SmartTranslate

ArcLab takes away the problem associated with having to train a diverse group of learners with different language needs and proficiencies. ArcLab’s SmartTranslate helps you translate your original training content into any language with a single click. Your learners can now access the same module and select which language to consume their training in – increasing the inclusivity and accessibility of your training programmes.

Your learners’ data are also consolidated in one place within the same module, even if the modules have been translated to multiple languages. This allows much easier tracking and analysis – as you monitor your staffs’ training and career progression.

How to SmartTranslate?

On your ArcLab editor, head over to the translation icon at the top bar (next to the module title), select the language that you wish to translate your content into. Within seconds, your translated content will be ready to launch and before that, you can make some minor refinements to ensure semantically and grammatically sound language. We don’t impose a limit on the number of translations for each module – so fire away!

ArcLab SmartTranslate

Folder Analytics

Training is never for the sake of training, but for organisations like yours to identify and plug any knowledge or skills gap to achieve better business outcomes.

Training data and analytics becomes an inseparable component. Which is why the ArcLab team constantly strives to improve our analytics features to provide more insight to L&D / HR managers and administrators.

With the newly updated Folder Analytics, you can now consolidate & track your Learners’ progress and performance across all your modules within a single folder. You no longer need to manually consolidate data across individual modules or use advanced Excel formulas to obtain key compliance & performance metrics.

Time saved can be spent towards more value-added strategic thinking and planning of training programmes to improve the skills and productivity of your workforce, whether you’re an organisation in F&B or construction or VWO or any other industry sector!

How to use Folder Analytics?

Our folder feature operates much like the file-sharing feature on Google Drive – where sharing 1 folder will enable the recipient to access every document & file within. On your folder analytics dashboard, you can have an overview of key metrics such as completion rates of assigned modules, average training duration, and average scores across all assessments and quiz components within your folder. With folder analytics, compliance and performance tracking no longer needs to be a time-consuming process. The updated Folder Analytics is here to make key data and metrics quickly accessible and operational for you.

New Learner Management System

In our new system, we’ve centralised learner management into one single location – akin to a central organisation Staff Contact List.

You no longer need manual updates of individual modules’ Learners. Additionally, Learners can now be categorised into different groups based on regions, outlets, worksites, departments & even their job roles or functions. While you are at it, you can filter invitations based on your learners’ invitation or completion status. Lastly, we launched the most requested feature – which is to customise the invitation message to your learners. You can inject your creativity in crafting encouraging messages for your learners. No more sounding like a faceless chatbot, but a real person behind your training module!

How to use the new Learner Management System?

This soft-launch is now live 🥳 , and we are rolling this out to ArcLab users on an opt-in basis.

To move over to the new ArcLab Learner Management System (all the conveniences described above), please write into growth@arclab.io for our development team to assist in importing your contacts to this new platform. We provide a free 1-to-1 personalised session to help ease the migration.

Build a productive workforce

All these updates and announcements – SmartTranslate, Folder Analytics & New Learner Management System – build towards our long-term mission: to make training and upskilling easier for your deskless workforce. ArcLab will keep working hard to help you create better tools, to connect, train, upskill, share information with your employees more readily. We are thrilled to finally share what we’ve been working on with you and hope it helps you achieve more together with your workforce.

A big thank you to everyone who shared their time with us during our User Clinic session. We hope to host you again at our future User Clinics. Follow our social pages or Subscribe to our blog to find out when. Stay tuned!

Start your mobile training today

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How to Train F&B Staff

Editor’s Note: ArcLab works alongside Experts and Training Providers to help businesses upskill workforces, improve staff performance to achieve more for the business, and digitally transform for the future.

We’re glad to co-author this article with Lauren Wan of Passioneat Hospitality, a hospitality driven consulting company motivated to ignite lasting memories for teams and guests using the power of culture-based training and positive leadership to create consistently excellent experiences.

The Biggest Asset of your F&B Business

A trained workforce is the biggest contributor to the success of your F&B Business

Be it front-of-house or back-of-house, well-trained staff make your business operations smooth as butter (pun intended). Customers are attended to promptly, orders accurate and well-cooked, and your staff creates an excellent experience that delights your (returning) customers over and over again.

Returning customers means higher and more consistent topline. So it’s absolutely crucial to train your staff – to achieve more for your business.

Yet despite all the acknowledged benefits of training our workers, 1/3 of businesses surveyed by POS platform Toast encounter challenges in implementing training programmes.

It is perhaps understandable given the lack of time, resources, and manpower, a perennial problem in the Food Services industry – now exacerbated by COVID-19 and the Great Resignation.

The positive impact brought about by training is no secret, regardless of which industry your business operates in. More operators are leaning into the benefits that investing in their teams can bring, especially as the workforce increasingly views training as a sign of a good employer.

How can F&B operators leverage these insights and provide training that enriches both their business and their teams?

Training your F&B Workforce

F&B training can be divided into two main categories – (1) onboarding, and (2) ongoing training and support, both of which have very different objectives.

Onboarding typically offers the following:

  • Sense of confidence with the product, brand, and company values
  • Compliance with health and safety standards
  • Faster competence with guest service
  • Acknowledgement of operating procedures

Digitising certain aspects of onboarding allows you to:

  • Engage and excite your new hire before their first day
  • Make the best use of downtime when your on-the-job trainers are occupied with other tasks
  • Ensure consistency between different trainers and locations
  • Allow access to training content in multiple languages

Where digital training can really shine is with ongoing training and culture support, because it allows you to create rhythm and repetition that is essential for developing a strong culture and high levels of consistency and accuracy.

Case Study

One of Passioneat Hospitality’s clients is a multi-concept Japanese restaurant group. We created interventions for Day 0, Day 1, Day 7, Day 30, and Day 90 so that new hires would feel  welcomed and supported. 

We made use of various mediums to ensure information was consistently shared and recalled by the new hires.

Information Cards

We used static cards to convey operational information like uniform and grooming standards, floor plans, and menu items and company information like Who Am I? introductions so that new hires could learn names and faces more easily, along with fun notes about each person in the team.

Videos

We harnessed videos for demonstrating procedures, especially for the kitchen team, so they could see preparation methods, presentation standards, and hygiene integrated in one shot, which is particularly helpful for action learners.

Quizzes

Multiple choice questions help to test retention quickly and develop a sense of personal ownership over information and agency for closing any knowledge gaps.

Check-ins

We complemented the digital with scheduled in-person check-ins with leaders at various levels of the organisation to ensure that new hires truly felt supported.

Well-trained staff make your F&B operations smooth as butter (pun intended).

Approaches to F&B Workforce Training

While there are many approaches to staff training, some work particularly well in F&B and in tandem with digital training.

Peer-led training

Digital training often features best practices and ideal scenarios, when coupled with real, on-the-ground implementation that is consistent with what is advertised in the digital learning space the learner feels a sense of security and trust with the organisation.

Project-based learning

Allowing your team to engage in their own learning within their area of curiosity has great benefits for their personal development and contribution to your business. You can use digital tools to set up the project process with an overview of the guidelines, support available, tips for success, and preferred reporting back formats.

Developing online content can feel overwhelming at first, but if you keep these tips in mind, you’ll be able to maximise your online learning space:

  1. Keep it light and fun – the digital content we consume is filled with entertainment. No one wants to engage with a text book that has been split into dozens of small screens. Use all kinds of media to drive your learning objectives – make your content dynamic, moving, and interesting
  2. Mimic reality – don’t worry about making sure everything feels like a hollywood production. While professionalism is important, being fixated on being overly polished is often hurtful. Tap on your team to share their experiences, best practices, and stories of what it’s really like to work at your company. Creating too much of a divide between the online and offline worlds will create a disconnect for your team member and result in disengagement
  3. If you cover everything, you’ll cover nothing – how much can we really remember? If we’re being honest, it’s not much. Keep things that can be looked up optional so they can be used as and when they are needed. Understand the importance of being selective on the mandatory parts of your onboarding and ongoing training content and emphasise the how and why of your business
  4. Remember that training doesn’t exist in a vacuum – training is vital and accomplishes an important role – it helps us know what we don’t already know. However, there are two equally important pieces of the puzzle that also need to be addressed to create consistent, high-quality guest experiences – operational culture and performance management. It’s important to place equal value on all three parts, otherwise you’ll end up with a sophisticated training program that either collects dust on a shelf or is scanned through once and never actioned upon.
Related: Read more about Digital SOPs for your workforce – step-by-step manuals that instruct your kitchen staff and food servers on basic procedures for different tasks

Incorporating Mobile Learning

Training should continue for the entirety of your staffs’ employment journey. As pointed out above, ongoing F&B Staff Training improves your workers’ skills and productivity, contributing to better business performance.

As your F&B staff grow into their roles and get promoted, their training needs will also change, as there are now new and higher-level knowledge and skills that they need to be trained in.

Hence, there’s a need for your F&B Business to invest in a system to manage training for different staff in different roles and at different career stages. A good training technology platform will be useful for your organisation to do this.

There are some excellent training tools in the market that complement instructor-facilitated training described above, and workplace learning.

ArcLab is one such innovative training tool that allows you to create, distribute and track Food and Beverage Training for your workforce, fast & easy.

While there are other tools around, one crucial advantage: ArcLab is built for the Deskless Workforce, which comprises virtually all of the workers in your F&B business. In this way, you do not implement a clunky training system which is difficult to onboard for your L&D / Ops / HR administrators and high-friction for your workers to learn how to use – posing unnecessary barriers in their training.

Instead, the ArcLab platform is simple to use for administrators. Your L&D team uses the ArcLab Editor Dashboard to easily create training modules and distribute them to designated staff (your authorised learners). Best of all, ArcLab’s SmartTranslate feature helps you to create multi-lingual modules with the click of a button – to best suit your learners’ individual language preferences and competencies.

Your learners then receive a notification in their email of SMS inbox, and start their ArcLab training module via their personalised secure access link. Content is presented via text, video, pictures, infographics and other rich media, and tested via multiple choice, open-ended and other forms of questions / assessment.

Each learner’s progress is tracked and credentialed, and your L&D / Ops / HR administrators receive a top-level overview and dive into each learner’s detailed journey via ArcLab’s Learner Analytics.

Invest in your F&B Workforce today!

Training your workforce is an important initiative that your F&B Business critically needs.

 

It’s simple to start, and your F&B Business can too. 

1. Get in touch with Lauren via Instagram (@passioneathospitality) or https://passioneathospitality.com for F&B training content and support.

2. Start creating simple ArcLab digital learning modules for your workforce today.

 

Top Photo by Bimo Luki on Unsplash

In-article Photo by Crazy Cake on Unsplash

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ArcLab in GSV Elite 200

ArcLab launched officially in late-2019 with a simple mission to Upskill the World’s Deskless Workforce through Building the World’s Simplest Training System.

“ArcLab’s vision is to Upskill the World’s 2.7 billion Deskless Workforce through building the World’s Simplest Training System,” said James Chia, CEO of ArcLab.

In 2020, the world as we knew it changed. COVID-19 lockdowns accelerated digital training & upskilling for many frontline workers. We saw a huge spike in inbound and started to welcome many more organisations to use ArcLab’s Learning & Development (L&D) platform to easily create, deliver and track Nano Learning.

With ArcLab, companies are able to deliver targeted bite-sized training modules and digital SOPs – to employees anytime, anywhere, in any language, through mobile.

 

Organisations are able to easily SmartTranslate their training materials with a click of a button

In the past 2 years, we received favorable feedback from our customers on how our platform has helped improve work performance and business outcomes. (Read about how Fei Siong Group & 4Fingers are able to raise productivity of their workforce with ArcLab).

This is only just the beginning. ArcLab remains at Day 1, we’re customer-obsessed and keep working to better deliver modern training, digital SOP & communication SaaS Platform for your workforce.

“We are honoured to be part of the GSV Elite 200 and are grateful to GSV Ventures for recognising our work. We keep working hard to build and scale ArcLab to simplify workforce training, making it accessible and inclusive to the needs of the Deskless Workforce – regardless of age or language” said James Chia, CEO of ArcLab.

We are delighted to be selected to The GSV Elite 200, one of only 10 Southeast Asian firms in this group of innovative edtech startups.

We’re grateful to GSV Ventures for the validation that we’re solving a big problem, and doing it in a very scalable way. We are excited & ready to showcase ArcLab to the world at the GSV Cup during the ASU+GSV Summit in San Diego.

Keep up with our journey at the GSV Cup.

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Streamline Business Processes with Digital SOPs

If you’ve ever baked a cake (oooh… hunger pangs…), you most probably followed a recipe – what are the ingredients, what are the steps to make the dough, what temperature to set the oven at, how long to put it the cake mix in the oven… etc.

This recipe that you followed to make that delicious cake – that’s in fact a Standard Operating Procedure, or “SOP”

The Master Baker documented step-by-step instructions to make it simple for bakers like you and me to follow and recreate that same cake on our own. Simple, and delicious!

SOPs in the Workplace

Businesses use SOPs to outline how workers should perform different tasks in the workplace. 

An SOP helps a new worker unfamiliar with the task to be done to simply follow the instructions step-by-step and perform the task without assistance or additional instructions.

A good SOP is very defined and focused. Just like how a cake recipe describes how to bake just ONE type of cake, an SOP documents very clearly on just that one particular work task. It does so in a step-by-step manner that is easy to follow and does not leave the worker guessing. 

An even better SOP also describes contingency situations and how to respond to such What-If scenarios.

Here’s an example of an SOP instructing cashier staff how to use the Point-of-Sale (“POS”) System:

In terms of usage, you would expect staff that are new to the task to refer to the digital SOP more often. As he/she gets familiar with the task, this will happen less often, and is perfectly in line with the pedagogical concept of “fading“. This is when the SOP has fulfilled its objective. It has trained your staff on what to do, and how to do it well.

As you can see, SOPs help your workers to learn what is expected of them, how to perform the tasks in their jobs, and ultimately contribute positively to your business.

Your new workers hit the ground running. 

Your managers’ time is freed up for more strategic areas of the business. 

This helps your business to move ahead of your competition.

In summary, SOPs increase your organisation’s productivity because instructions do not have to be repeated to new workers over and over again.

Paper SOPs vs Digital SOPs

SOPs have traditionally been written in paper format. 

Hard copies of procedure manuals are typically put together by an operations or line manager, and filed in a folder for staff to be trained, and to refer to before they start on the shop or factory floor.

There are several disadvantages if you choose paper-based SOPs for your business:

1. It takes a lot of time and effort to create these hard-copy SOPs.

2. It’s expensive and non-environmentally friendly to print out multiple copies of the SOPs for different outlets or branches; even more so if each staff is provided with a personal copy. 

Not many companies would shoulder the cost of providing SOPs for individual workers – who end up needing to refer to shared copies, and many end up not doing so. This results in some workers not being proficient in the task, and more time is needed to (re-)train these workers, meaning more effort and cost.

3. It is difficult for workers to search for specific information on a particular task if you don’t know exactly where to look (No “Ctrl-F” searches for hard copies)

4. Physical copies of SOPs in the F&B or construction work environment get dirty and grimy with repeated use.

5. Adding to / Updating SOPs means another round of intensive effort to print out multiple copies for multiple outlets.

6. Errors in (or missing out) replacing specific SOP pages means some workers may end up referring to outdated SOPs. This introduces risks to your business, workers and potentially to the customers too.

 

In short, paper SOPs are not feasible for your business in the modern age, especially as processes continually get refined and changed in our digital economy. 

A Digital SOP framework is definitely required for your business to do well today.

Creating your 1st Digital SOP

There are different tools in the market that you can use to create your digital SOPs. Today, we will learn how to use ArcLab, our cloud-based mobile learning SaaS platform – to create your first Digital SOP – fast & easy.

Before crafting your SOP, it is useful to watch the task being performed by an expert or someone competent in the task. Write down everything they do, or better yet – take a video clip of them performing the task.

1. Include this video in your ArcLab Digital SOP module as your first demo of the task to be performed, and the sequence of actions – step-by-step. 

2. Break the video up into segments, including an explanation for each step. Make sure that each step is described as simply and as to-the-point as possible.

By this stage the learner has seen what he/she is required to do in totality, and the individual steps required.

3. Test understanding of the knowledge required in the work procedure by including assessment questions.

Your first draft of SOP is ready to be tested. 

Send this 1st draft to a group of staff. Ask them to review that the steps covered are correct and clear. It is very important that the steps be simple to follow for someone with absolutely no background knowledge of the task to be performed.

If your staff pilot group are able to perform the task correctly, your SOP is ready to be rolled out. If not, take in the feedback to improve the SOP further. Then test the 2nd draft of the SOP again – repeating until ready.

In the ArcLab Mobile Learning platform – you can go to ArcLab Discover and pick Digital SOP templates that you can use for your company’s specific needs. Simply select the Digital SOPs menu tab:

Review the SOP template and pick the ones that fit your company’s needs. 

Click “Remix” to add it to your ArcLab Dashboard, where you can adapt to your business’ specific circumstances and workflow.

Once your Digital SOP module is complete, save them to a Folder in ArcLab, and designate which staff to invite to access the Digital SOPs. 

It’s that fast and easy, not to mention secure, as access is limited to only who you designate.

Your Digital SOPs can now be accessed by staff on their mobile devices, ready to be referred to as-and-when needed. 

The best part: whenever there are changes to your processes, you can simply update your SOP in your ArcLab dashboard. Since the SOP modules are cloud-based, staff will always be able to access the most up-to-date SOP modules.

Anytime, anywhere, in any language.

Examples of good Digital SOPs for training

You’ve seen how important SOPs are to your business processes.

You’ve also seen how easy it is to create Digital SOPs on the ArcLab platform, with templates from ArcLab Discover. Here are some that may be applicable for your business:

1. Digital SOP template for Customer Service

2. Digital SOP template for Operating a Point-of-Sale System (“POS”) 

3. Digital SOP template for Chemical Spill in a Lab

Begin your Digital SOP journey today!

Feel free to use these ArcLab Discover templates, and many more.

Now get started creating your own digital SOP on ArcLab today! https://builder.arclab.io

Top photo by Brooke Cagle on Unsplash

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Nano Learning – Simple, Effective, Scalable Training for New and Replacement Workers

The Rise Of Nano Learning

Before we can go into Nano Learning to understand how it is being increasingly used by companies, we must first look at the situation that is resulting to increase in wages of blue-collar workers and subsequently, higher costs. This is to help us see how Nano Learning comes in to help businesses save cost in training and provide a more effective training programme for their workers. Hence, leading to an increase in workforce productivity. 

Is everyone quitting their jobs?

Is the #GreatResignation only taking place among higher-salaried knowledge workers?

A reasonable line of thought is these are the workers who’ve managed to build savings buffers during COVID-enforced travel bans and rising asset markets, giving them enough runway to resign from jobs that they may be tired of & reassess their lives. 

 

Apparently, that’s not quite true.

Blue-collar workers are leaving their jobs too. In countries like the US and Singapore, job openings in food services and other deskless workforce-heavy industries are rising – as workers quit and there’s no ready pool of unemployed workers to take these traditionally low-end jobs. Singapore’s F&B businesses face the double-whammy of being reliant on non-local workers, and their increasing unavailability due to tightening work visa requirements etc., has hurt businesses’ daily operations, not to mention any possible expansion plans.

As a result, the manpower crunch is driving up wages in “blue-collar” vocations. 

Rising wages (both market-driven and legislation-driven) is good for workers. However, compounded with supply-chain bottle-necks, rising real-estate prices (read: rentals) all exacerbate the increase in costs for employers – which would have to be passed on in some part to the end-consumer. 

Ultimately, these all contribute to the rising inflation in many countries today, which hurts all of us as our paycheques (and business topline) don’t stretch as far as before. Left-unchecked, this becomes a vicious cycle of rising wage -> costs -> wages -> costs… which our Central Banks and Governments are now working hard to address at the macro-level.

Achieving more with a smaller but more productive workforce

On a micro-level, increased worker attrition means your business needs to hire replacement workers for critical roles, and onboard & train them with increased frequency. 

This also means you need to train your staff to perform their roles well, and possibly cross-training them to do one another’s job during busy shifts, especially if higher market wages means your business may not be able to afford to hire as many workers as before.

Traditionally, this training was done in person but may no longer be possible in today’s COVID environment. A digital approach is often necessary. In fact, digital learning in bite-sizes (or what we term as Nano learning) is a simple, effective, scalable way to onboard and train new and replacement workers.

What is Nano Learning?

Nano Learning refers to breaking down learning materials into small units of information whilst increasing engagement, crafted to aid in learners’ understanding and information retention. 

To break down our Nano Learning definition:

1. “Bite-sized” training modules lasting between 2 and 10 minutes

2. “Highly targeted” with each module focussed on ONE single learning objective

3. “Interactive” with rich media and on-the-spot digital assessments used to promote learner engagement and enhance learning retention.

The Nano Learning delivery method of training is a great andragogical framework which Engages Learners, Helps Learners Apply Knowledge and is Available On-Demand. It can be used for education, training, onboarding etc. 

In a workplace setting, long periods of “training” or long text-based reading is hard to accomplish. This is especially true for our workers in operational (or Deskless) roles, who do not have workstations or computers. Hence, training and upskilling is best done via their mobile phones.

How to use Nano Learning in Staff Training?

That’s where a Nano Learning Tools like ArcLab helps your business – by giving you a one-stop tool to easily create, distribute and track training for your workforce – anytime, anywhere, in any language.

ArcLab’s Nano Learning platform data shows that our customers save an average of 11 hours of time per worker per month. Time that can be better-deployed to business operations, and focus on the ‘human’ aspects of the business, like delivering great customer service.

Workers interact with the digital training content, are tested on their knowledge via quizzes, and can apply it easily to their work. That’s learning in the flow of work in action. Staff training at its most efficient.

The end-result? A well-trained workforce that does more for your business. 

In today’s #GreatResignation, it is crucial to have a scalable and effective way to onboard and upskill your new and replacement workers, and invest in your existing staff to achieve more for your business.

It becomes a strategy to implement and integrate nano learning courses and modules into your training programme. Here’s an example of how it can look: 

Time to start Nano Learning for your workforce training!

Read More On Increasing Productivity with Nano Learning:

Photo by CHUTTERSNAP on Unsplash

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How to Onboard & Orientate your Deskless Workforce? – A Fast & Easy Way

Summary: Employee onboarding is an important process for employers to welcome and orientate new hires and to set them up for success. In this article, we share a fast and easy way for businesses to successfully integrate your new workers.

Happy 2022! It is a new year with new business goals and most probably new hires which you need to onboard properly.

Some time ago, we published a blog post on 5 tips for remote onboarding, outlining many ways that employers can welcome your new workers and keep them engaged. Our post today centres it back to the Deskless workforce that ArcLab can help your business onboard & upskill – fast and easy.

Strategise onboarding with a digital plan

At ArcLab, we understand the challenges faced by employers as you orientate and welcome new staff into your company. And one of the biggest challenges we’ve heard from our customers is that:

“We need fast and easy training to get our workers up to speed, so they can hit the ground running. We really don’t have four hours to sit down and deliver training materials.”

Gathering groups of new hires physically into a training room and taking 4-5 hours away from work is simply not feasible in this day and age (especially in a pandemic era). Remote onboarding is the future of work. Employers must have a digital plan. Companies with many deskless & frontline workers want software that helps these workers become more productive and makes their work experience more pleasant. Read our success story with Fei Siong Group.

The goals for digital onboarding are simple: Publish and Communicate.

A great way to achieve this goal in a fast and easy way can be found in our free template here.

If you would like to build your own free module for your workers, make sure you have answers to the following questions:

  • What is the overview of the entire process of onboarding
  • How long will the onboarding process take?
  • Who can they reach out to for questions or technical difficulties?
  • What are the goals from this onboarding process
  • How would you measure their onboarding success?

With the answers you have, you can start designing your own effective module tailored specially for your company and employees’ need. The average time we have seen a module being built from scratch? Less than 15 minutes. Try it for yourself.

Personalise training materials to your employee's preferred language

Increasingly, companies are finding ways to create an inclusive work environment that empowers all employees to reach their fullest potential. This is especially important with today’s diverse workforce.

Having the right training content can be further enhanced when it is delivered in a language that your workers are most comfortable communicating in.

While English is the predominant working language in many countries, language barriers still exist as a problem between workers and managers. Having your training materials translated to your employee’s preferred native language can help your workers better understand your SOPs, work expectations, company direction, and business goals, which can translate into the greater productive output from your workforce.

A fast and easy way to translate your training materials is through technology.

At ArcLab, we deploy AI-assisted translation that allows users to create multiple languages of one module with a simple click of a button.

The total time spent to translate a particular training module into your employee’s preferred language? Less than a minute.

Here’s a quick demo:

Try it and let us know how it goes, we would love to hear if it helps in your organization. If you have any feedback on the improvement – we are all ears, email us at growth@arclab.io

Use Analytics to track workers’ progress

You can’t manage what you can’t measure” – Peter Drucker.

A clearly defined quantitative objective can prevent businesses from flying blindly and being in a constant state of guessing. And… if you’ve guessed it – time is wasted when we do not have immediate data to work on.

Without clear metrics for successful onboarding, we cannot quantify a learner’s progress and improve to the companies desired outcome. Meaningful data inputs throughout the learner’s onboarding can give employers insights into the knowledge and skills gaps that employers can quickly rectify. Adapting effective usage of analytics to track workers’ progress can save time and money for a company.

In our free-to-download e-book we’ve shared, we found that companies like 4Fingers achieve up to 27 hours of time savings per staff per month!

learners analytics

An effective way for managers to replicate this success is to have a digital onboarding that has an integrated analytics feature. That way managers do not have to painstakingly go through each and every learner’s assessment but can have an overall bird’s eye view of the results.

Assessing your employee’s onboarding process is one of the most important steps to ensure the success of your business. You can start orientating any new hires by building (or using any free templates we have) with ArcLab, disseminating training materials, and accessing assessment analytics. With the insights from these data, you can further implement strategies to better improve your business’s workflow.

Watch: How to build effective onboarding for your Deskless workforce with ArcLab

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Body Language for Customer Service

Did you know that up to 93% of communication is non-verbal?

This means we can communicate without even saying a single word. For staff in a customer-facing role, positive non-verbal communication can be a powerful amplifier to be more welcomed by customers.

What is Body Language?

Body Language refers to “gestures, movements, and mannerisms” by which a person communicates with others (definition from Merriam-Webster). These are your non-verbal cubes that communicate how you feel, and are typically performed subconsciously.

Fans of US crime dramas might remember the series “Lie To Me“, where Tim Roth’s character assists law enforcement agencies in investigations with his expertise in studying “micro-expressions” and body language. 

What’s said can sometimes be different from what is unsaid. Our body communicates sub-consciously.

Body Language

Body Language and Good Customer Service

Few of our businesses are in law enforcement or psychology. Why should we care about body language?

While a fundamental factor of a successful business is a product that solves customer problems, how a salesperson or a customer-facing staff communicates can be the key between a sale or a customer walking over.

Positive body language helps your workforce communicate better with customers, and affects how customers react. Hence, we need our salespeople to pay exceptional attention to body language.

This is true irrespective of whether you business is brick-and-mortar, or (increasingly today) an online business. That’s because body language CAN carry across the phone, or even an online chat. When your service rep is frustrated, he/she may end up with a very different chat message compared to when when he/she is a good frame of mind. The sub-conscious body language can translate into different choices of words – which CAN be misconstrued by customers over that chat.

Bottom line: All your customer-facing staff need to convey positive body language in their interaction with customers (and prospective customers as well)!

What are examples of positive body language that your staff should exhibit? Here are three:

1. Eye Contact

Make eye contact before speaking with a customer. This is to let the customer know that he/she is actively engaged and actively listening. Be careful not to overdo it though. Staring too intently can make the customer feel intimidated. 

A good rule of thumb is to maintain eye contact 50% of the time while speaking and 70% of the time when listening.

2. Keep an Open Stance

An open stance signals friendliness and open-ness. That’s in contrast to body language like crossed arms, which is a closed, defensive posture.

Standing in an open manner makes the customer feel welcome, and also makes it easier to make & maintain eye contact (point 1 above)

3. Smile 😊

Smiling creates a positive effect on people. It makes one appear more approachable and positive. A prospective customer feels welcome and would be more willing to speak to your smiling salesperson rather than one who is sullen and disinterested.

What other examples of positive body language can you think of?

Body Language in Customer Setvice

How to Train Body Language for Good Customer Service

Positive Body Language can be taught to your staff.

First – make staff aware of the different examples of body language – both positive ones that they should adopt, and negative ones that they should avoid.

Show pictures, or better yet – a video of each body language example so that staff know exactly what to do and what not to do.

Second – Make staff put what they have just seen into practice via role-play. The old adage “Practice Makes Perfect” is always true, especially for skills-based training.

Third – Provide an SOP of dos & don’ts of body language so staff can easily make reference to it, and after review, practice with colleagues or on their own – anytime, anywhere. Examples of Body Language and other SOPs can be found in ArcLab Discover.

Good body language is an important part of communication. Nowhere is this more crucial than when interacting with customers. 

A well-trained sales force and customer service team can help your business better interact with customers and help your business grow, whether you are a retail business, or running a food chain selling delicious local delights. Any business for that matter.

To use and adapt ArcLab’s free Body Language Customer Service training modules for your staff, simply click here: 

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How to train your staff effectively

How to train your staff effectively? Featuring Fei Siong Group’s 50% time savings

Staff development is a crucial aspect in ensuring continual growth for the company. Without opportunities for growth or continual skills upgrading through training, we are building employee frustration resulting in lower employee retention. Staff who leave the company need to be replaced and retrained, essentially stunting the advancement of our business.

Why should we emphasise on staff development?

Staff development is crucial to equip our staff with the skills they need to produce more effectively for our business. It creates a positive environment with a learning culture where companies help their workers, regardless of age, level up their skill sets. It also helps our workers adapt to the ever changing business environment brought about by digitalisation and automation. 

Changing business needs means companies must quickly and efficiently communicate such changes to your staff, and upskill them to adapt quickly to these changes. By providing the support your staff require, companies can build employee satisfaction in the long run resulting in higher satisfaction levels, productivity and lower staff attrition.

Things change more quickly in customer-facing businesses. Staff need to provide fast service when dealing with customers and also in learning and picking up new skills. Hence, there is a need for fast and easy training. 

However, businesses with Deskless Workers may find it harder to achieve this. The business not only has to figure out how they can deliver training quickly and effectively but must also consider the different learning needs of each worker, their work environments, and the large number of workers that they need to train, often in multiple locations.

What do different learning needs refer to?

Different learning needs of Frontline Workers may include their:

  • Educational background
  • Their age
  • Their most comfortable spoken language, which may not be English
  • Accessibility to training materials
  • Information processing speed and more

All these affect training as now training has to be altered to cater to these needs. For example, for our workers who do not speak English, we have to ensure that we have trainers who speak the same language as our workers and that the training material is in the staff’s proficient language. 

Another example is that some of our workers may not be as quick in learning as others perhaps due to age or other factors and may require more time to pick up new information and skill. This suggests training material must be crafted in an easily-understandable format, such as using pictures and videos. 

Many other issues add on to the time consuming process of training for industries with blue collar workers, such as the current method of training which is by conducting in-person training and the manual tracking of training progress.

What can your business do to better support our Deskless Workers?

You might be asking yourself this question; Is there a one-stop solution to train your workers more effectively whilst overcoming the limitations your company faces and meeting your workers’ learning needs?

Yes, there is. 

ArcLab is an SaaS platform that we built to meet the different learning needs of Deskless Workers. With ArcLab, you can deliver fast and easy training that is suitable for workers of all ages, in multiple languages and does not even require your workers to download any apps. ArcLab solves your problems when it comes to training your Frontline Workers. With ArcLab, you can deliver effective training and drive your business for productivity and profitability at the same time, through a skilled and competent workforce.

Let us look at Fei Siong Group's training experience

Fei Siong Group is one of Singapore’s casual and quick service restaurant company with 19 famous brands such as Encik Tan, Malaysia Boleh and more. With over 150 outlets, Fei Siong Group workers consist of the young and old, English speaking to dialect speaking workers and yet they manage to run consistent and non time consuming training for every new hire. Since adapting their training plans into ArcLab’s Nano learning modules, Fei Siong Group has achieved 50% time savings and close to 50% increase in productivity with a decrease of 23% in trainers manual workload.

Scan or click here to see ArcLab in action

What does this mean for your business?

Training your workers using ArcLab is fast, easy and less taxing on their trainers and learners. 

With the use of the ArcLab mobile learning software, employee learning experience also becomes more positive as every staff has access to the latest training materials all on their phones and this becomes an initiative to help workers adapt to digital means. Overall, every staff is being provided with better support and an increase in employee engagement. 

It doesn’t end here. Following training, you are able to assess employee performance through assessing the learner analytics function to look out for employees who may require more help in their training. This enables your L & D team to focus on providing quality training content instead of spending time on training preparation. With this, you can now support your Deskless Workforce through better and effective training, effectively increasing your business productivity and profitability at the same time.

#ArcLabFastandEasy

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Deskless Workforce – Investing in our vital workers for higher productivity

The Deskless Workforce - who are they and why are they important?

As the name suggests, the Deskless Workforce is made up of workers who do not have a designated working space.

Instead, they are constantly on their feet, and do not have the luxury to work from home even during the pandemic.

Deskless Workers come from all sectors such as retail, food and beverage services, hospitality, healthcare, manufacturing, construction industries and more. We may sometimes refer to them as Blue-Collar Workers, Frontline Workers or rank-and-file workers.

Deskless Workers are the vital people who keep our economy running every single day. 

We meet countless Deskless Workers every day in our daily activities – such as eating at a coffee shop, going to a mall to shop. Even when you are home, ordering online delivery, you are interacting with a Deskless Worker. 

With the increasing number of technology innovations and the ever-changing business landscape, we meet even more Deskless Workers than we used to in the past. 

Believe it or not, Deskless Workers make up 80% of the global workforce

However, only about 1% of businesses’ spending on software goes to these important workers in their companies. 

This needs to change as devoting more resources and better training for the Deskless Workforce lead to higher productivity for businesses who employ them.

How can we boost employee performance and increase productivity?

To boost employee performance and increase productivity for companies, it is a MUST for companies to shift our working mindset to investing more in your Deskless Workforce. 

In the past, onboarding, training and upskilling of workers had to be done face to face. For companies who constantly get new hires, this would mean repeated onboarding briefings for new hires who join at different times, which exhausts our trainers. 

Training may also be restricted due to language barriers, as not all our Deskless Workers are English speakers. In all, the onboarding, training and upskilling process is traditionally time-consuming, tiring for all, and to which the efficacy is often uncertain.

Today, there is a better way. 

We are seeing an increasing number of adopters of platforms which can help businesses onboard, train, understand and support our Deskless Workforce. ArcLab is one of these SaaS platforms, which we built to be a fuss-free way for businesses to train and communicate with our workforce – Anytime, Anywhere, in Any Language.

How is ArcLab different from other providers? 

Most fundamentally, ArcLab was built from the ground up FOR the Deskless Workforce, rather than adapting an existing solution that was built for office workers.

1. ArcLab does not require managers to install any software, nor require workers to download an app. 

2. ArcLab training modules can be easily created and distributed via secure authenticated hyperlinks via email or SMS (most Deskless Workers do not have email – which impedes traditional platforms).

3. ArcLab training modules can be easily built in multiple languages using ArcLab SmartTranslate, catered for our workforce who may not be proficient in English.

What should businesses do to better support our workforces?

Businesses should strongly consider moving training programmes to digital and mobile platforms, where it is more flexible and accessible for our learners. Platforms like ArcLab come with many benefits such as enabling bite-sized learning, which has proven to be well received by learners as training, done in small bites, helps knowledge to be retained faster and longer.

With more widespread adoption of COVID-19 vaccines globally, governments all around the world are slowly opening borders, which will help our domestic businesses, affected by the COVID-19, a chance at recovery. 

Businesses polled by Singapore Department of Statistics have higher expectations for an increased revenue for months October to December 2021 as compared to the previous 3 months of July to September 2021 as more people start looking forward to living with the new normal.

With the upcoming festive periods, the rate of employment is also expected to increase in service sectors such as the retail trade and food & beverage industries as well as the accommodation industry. Hoteliers expect to hire more workers to support the increased demand with VTLs (Vaccination-Travel-Lanes) to more countries and the year-end school holidays.

To capture opportunities from the reopening, it is important for businesses start upskilling their workers NOW. 

Now that we know the deskless workers are one of the most important (yet underserved) segments of our workforce, the questions we should consider are: 

How can we provide the necessary and sufficient support they need? 

How can we train these workers without having to halt or slow our business down? 

How can we effectively train every new hire that comes onboard?

Get the answers to these questions & more with our free e-book

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How employers can support their Lower Wage Workers

Photo by Pixabay on Pexels.com

[Summary: Within the next two years, Singapore companies hiring Lower-Wage Workers will see the extension of progressive wages to better uplift and support this group of workers. Companies hiring foreigners will also have to pay their local employees a Local Qualifying Salary (LQS) of S$1,400. How would the higher wage bill affect businesses? We speak with our industry leaders to find out how companies can better prepare and support the upcoming higher wage bill and remain profitable. We discussed topics on providing mobile training for blue-collar workers, job redesign, and automation of workflow.]

Many of our Deskless Workers are also Lower-Wage Workers. To uplift our Lower-Wage Workers requires a concerted effort from the government, employers, unions, service buyers, and fellow citizens. 

At Singapore’s 2021 National Day Rally, Prime Minister Lee Hsien Loong announced three key measures to support our Lower-Wage Workers.

Businesses would have to fund a part of the higher wages, as they are unlikely to be able to pass on the full magnitude of the wage increases to buyers. So how can businesses sustainably fund the wage increases?

To address this question, ArcLab hosted a webinar speaking to industry leaders from Singapore Productivity Centre, Institute for Human Resource Professionals, F&B companies Fei Siong Group & Kiosks Collective, and HRTech platform StaffAny.

Here are the 3 ways Employers can support their Lower Wage Workers –

1. Find ways to redesign jobs and automate work processes

The purpose of job redesign is to tailor employee job scope to a business’s current needs. During times of change, job redesign can help to ensure business needs are filled by competent workers. When employees tasks and abilities are aligned, this can increase their job satisfaction and workplace experience. 

Danny Khoo, Director of Operations at Kiosks Collective (operator of food favourites like Pezzo, Crave Nasi Lemak, Ya Lor Braised Duck etc.) shared how they make job tasks “bite-sized” so they can easily train workers to do them. Pieced together, the various job tasks translate into a job well done. This increases productivity and reduces costs, a win-win for the business and the worker.

Digital transformation does NOT have to be expensive, and there are many technology solutions that companies can adapt to upskill their deskless workforce.

2. Measure so you can manage

Peter Drucker, one of the most widely known management consultant, is often quoted saying that "You can't manage what you can't measure."

Work process should also include an assessment of performance. An assessment of employee performance can help workers self-monitor their performance and adjust when needed. There are many ways to measure performance, and employers should research to find the best one to suit their companies objectives and need.

Janson Seah, co-founder of StaffAny, a business solution that provides automatic scheduling software for companies hiring hourly workers shared that assessing sales / labour performance helps companies to more holistically increase overall productivity and profitability.

Companies can make use of analytics to guide future efforts in increasing productivity in the workforce.

3. Training underpins any new system or tech

Business changes require a competent workforce to support. By providing ongoing workforce training that is scheduled consistently, workers can continuously increase their skills and reach a better understanding of their job scope.

Adrian Tan, Future of Work Strategist at IHRP, advised that training should be prioritised and ‘scheduled’, so that it is not put off whenever work gets busy. In fact, training can be conducted in bite-sizes, digitally delivered in the “flow of work”.

Indeed, employee training when done right can improve workforce productivity and performance. Mervin Lee, VP of Fei Siong Group (owner of casual dining eateries like Encik Tan, Malaysia Boleh!, EAT. etc.) also shared that companies should also consider factors such as employee education background, languages and experience when designing their training programs.

Fei Siong Group used ArcLab’s mobile-learning platform for employee onboarding and training, via modules sent directly to their worker’s mobile phones. They continually helping over 1,000 of their workers stay upskilled on topics such as customer service, safety, and quality standards, with training customised to suit staffs’ language preferences. This has helped Fei Siong Group improve training while cutting 90% in training time compared with traditional methods. Staff are also updated with messages from their founder, Mr Tan Kim Siong, a practice that garnered positive responses from their many on-site workers who would not otherwise have the chance to hear from their founder first-hand.

Employee training that resonates with staff can provide a wide host of benefits, from boosting employee performance and productivity, reducing turnover, and improving company culture. This leads to better business performance and better business profitability.

The time to upskill and train your workers is now.

arclab webinar summary

Thank you to our speakers (clockwise from top to bottom), Michael Tan, James Chia, Mervin Lee, Janson Seah, Chu Jie Ying, Danny Khoo, Adrian Tan, and Sim Siling.

Looking for workforce productivity solutions? Check out ArcLab on how you can up-skill your team effectively in a cost-friendly manner.

Get in touch today at growth@arclab.io

To read a more in-depth study:

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Benefits of Bite-sized Learning

Ever encountered a problem and went to search for a 1-minute “How-to” video to solve it?

(drumroll…) You’d just done a session of Nano Learning. Well done!

We’ve been subconsciously incorporating Nano Learning in our day-to-day lives, and it has become increasingly popular in corporate training.

Nano Learning is Bite-sized Learning: a quick and efficient way for organisations to train their workforce and equip them with basic knowledge to perform their roles - with training conducted in the flow of work.

ArcLab

What separates Nano Learning from other types of training?

As its name suggests, “Nano” means small.

Nano Learning Definition = bite-sized pieces of training or learning.

Nano Learning can be as short as a minute for small learning ‘nuggets’ or up to 10-15 minutes for the learner to absorb longer pieces of information.

Simply put, Nano Learning refers to highly-focused training through bite-sized chunks of learning content, often in an engaging manner, with a single learning objective.

Why Nano Learning works - the science behind bite-sized learning

When large chunks of information are condensed into digestible content modules, learners can focus on key learning points instead of being bombarded with information that may not be directly relevant to their learning goal.

Furthermore, Nano Learning that is delivered digitally to your learners’ mobile devices also means the bite-sized training content can be easily accessible by your workforce, who can train in the flow of work, or learn at their own pace and in their own time. 

Short durations of effective bite-sized learning can be also easily slotted into small pockets of free time amidst their hectic schedules, e.g. while on a commute.

This reduces the need for businesses to take staff away from the shop or restaurant floor to attend day-long (or longer…) training sessions.

This improves workforce productivity to help meet your organisation’s goals, and helps your team to grow their output and improve your business’ bottom-line.

Benefits of bite-sized learning

1. Focussed learning fits workforce learners’ cadence

The focussed nature of NanoLearning makes it easy for specific groups of your workforce to be targetted with learning goals and bite-sized training content catered specifically for them.

(i) Just-in-time Learning: Your staff can apply what they learn immediately to a task or problem at hand.

(ii) Closes Skills Gaps: You can identify and close any margin skills gaps your staff may have.

(iii) Fits Modern Workforce: With shortening attention spans, bite-sized training modules makes it easier for your staff to slot learning into their schedules.

2. Reduces learning & development cost and effort

Nano learning saves your organisation time and money. 

It is far cheaper to roll out Nano Learning to your staff. No more logistically-intensive classroom bookings or external trainer fees. Modern Nano learning SaaS like ArcLab also means no more expensive courseware development fees from vendors who might charge an arm and a leg to build training modules for your workforce. 

With training content made available on the cloud, staff can access the bite-sized learning modules repeatedly, without repeat cost.

It also takes significantly less time to author and refresh training modules when content needs to change. E.g when a new workflow procedure is instituted. This ensures your training content is always current, and there’s no time wasted by your staff in learning old content that is no longer relevant. 

Viewed holistically, by saving time and training cost, organisations like you can effectively gain funded headcount, which you can then use to increase your firm’s output and topline.

You now have a clear idea of how Nano Learning (or bite-sized training) helps to complement your organisation's L&D framework.

To get started at no cost, sign up for ArcLab Basic at https://builder.arclab.io

If you need any more ideas, or have any questions, please reach out to us at any time at growth@arclab.io.

To read a more in-depth study:

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Is the Skills Debate Academic?

Employers are always on the lookout for prospective hires with skills for the job at hand, and have potential to grow into larger roles.

Unfortunately information is asymmetric, and it’s not easy to know ex ante who in our applicant pool are adequately-skilled, and who are insufficiently so. Some hires will fit well and do the job. Others won’t. That’s the risk we take.

Here’s something I’m starting to think about… isn’t hiring similar to investing?

It is hard to consistently generate alpha in markets. In fact, investment disclaimers tell us that ‘past history is not indicative of future performance’. Yet we do the very opposite for hiring!

Pedigree is not a precursor of performance.

I am starting to wonder if for hiring, instead of attempting to pick ‘alphas’, we can consider building a team of ‘betas’ that are coachable.

Hirers never truly know. There are no sure-wins. In professional football, not even ‘proven winners’ like Jose Mourinho could do the job at Tottenham Hotspur, while then-unproven upstarts like Mauricio Pochettino outperformed and brought 4 years of Champions League to North London.

Is Skills-based Hiring a myth?

LinkedIn recently announced “Skills Path“, a pilot skills-based hiring programme, supported by Singapore’s National Jobs Council.

The topic of skills-based hiring is not new and comes up every few years. In fact, I co-wrote an opinion piece on this topic 3 years ago:

LinkedIn’s announcement checks all the boxes. Unfortunately it doesn’t move the needle. There is a grand total of 8 companies under the programme offering a mere 6 job roles: customer service, data analyst, project manager, recruiter, supply chain coordinator and sales development.

To be fair, this initiative is a pilot. I fully support starting small, tracking the data, and if it looks like it works, scaling up only then.

As what I co-wrote above (and the LinkedIn initiative postures), the hope is for hirers to look past academic qualifications as a non-negotiable filtering tool for prospective candidates.

Otherwise, no matter what is said and done, incentives will drive behaviour, and every rational student will pursue the degree, because non-graduates continue to be disadvantaged at the hiring gate, and for career advancement.

Incentives drive behaviour.

Should we NOT try to pick winners?

Hiring well is crucial for every organisation. It’s also exceedingly-hard to do well, for reasons discussed above.

Which is why there’s so much money being spent on good hiring solutions, and much innovation in this space. The Singapore HRTech Market Map (brought to you by hrtech.sg & Adrian Tan) lists the different companies providing solutions for your organisation’s Talent Acquisition needs.

I wonder if we could take a different approach, and look further down the employee journey. I’m referring to the Talent Development area, where ArcLab has some track record (irony intended).

Since it’s so hard to bet on winners when hiring, could we adopt a more “portfolio” approach, especially if we are a large organisation. This means not optimising for the perfect ‘alpha’ candidate, since he/she does not exist. Rather, we do a few things to attract the ‘beta’ candidates:

  • Properly profile job requirements & packages. No ‘padding’, no ‘undercutting’
  • Set a minimum bar for the candidate. Everyone who meets this gets an interview (virtual or otherwise), which is more to assess team fit. Involve the team in the interview and give everyone an equal vote.
  • Suss out open-mindedness and ‘train-ability’. Look for evidences of picking up new skills and applying them.
  • Where possible, consider a work trial for demonstration of competency, softer skills and fit with potential colleagues.

Hiring a team of ‘betas’ means we don’t go all out to find Ivy League graduates. It means we put in place an exceptional learning & development programme, because we know that investing in our workforce gives our organisation the best chance of success.

Since people are the lifeblood of our organisations, we should put our money where our most important assets are, and invest in them, through training them to be the best professional that they can be.

The best part of this approach is, by hiring coachable people who have not yet been ‘proven winners’, we hire humble people, who are not afraid to admit they don’t know. They are then able to learn what’s needed to do their job so the organisation (and they) succeed. And when business requirements change, they change accordingly.

That means continuous, bite-sized training. Because no longer do we study for the first 10-20 years of our life and work for the rest. We study for a basic minimum, and keep learning as we work.

I submit to you that this is one good way for an organisation to succeed.

We’re building that sort of organisation at ArcLab, and helping many companies build theirs.

Can we help your organisation build yours?

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Higher Wages. At What Cost?

A few years ago, our girls’ kindergarten informed parents they would have to increase school fees, which had been kept the same for the previous 10 years.

We greatly appreciate the love, care and education our girls received from their kindergarten teachers, and believe the fee increase was justified. Otherwise, how could the kindergarten continue to pay competitive wages to hire and retain good teachers, of whom our girls were direct beneficiaries? Furthermore, having no fee increase for the previous 10 years in effect meant the school fees we paid had fallen year by year, when we take inflation into account.

We acknowledged the letter and agreed to the higher fees.

One parent was unhappy with the fee increase. The irony was this was a well-off family (I gathered this from watching the family roll up to the kindergarten in a Volvo most days). The parent started to canvas other parents to protest the kindergarten’s fee increase.

When the parent-in-question came round to us, we politely informed her: 

“It was unfair to expect OUR OWN WAGES to continually rise, but expect our kindergarten teachers’ wages (aka our costs) to remain unfairly low.

That was hypocritical, not to mention foolish; not paying market-level fees would only result in the school not being able to hire good teachers, and our children would be the ones losing out.”

I do not think we got through to that parent, who I don’t recall ever spoke to me again.

But I am thankful the fee increase went through, because it is fair to pay more for better goods and services, which our girls benefitted from. I am also grateful that we could afford that justifiable fee increase.

Higher Productivity for Higher Wages

Singapore Prime Minister Lee Hsien Loong’s 2021 National Day Rally announced a stronger thrust of support for lower-wage workers. These include:

  1. Extending Progressive Wages (essentially sector-specific minimum wages that rise annually) to more sectors and more occupations
  2. Requiring companies employing foreign workers to pay at least the Local Qualifying Salaries to ALL local staff
  3. Accrediting companies that pay all their workers Progressive Wages with a new “Progressive Wage” Mark (a new requirement to sell to the public sector)
  4. Lowering the qualifying age for Workfare Income Supplement from 35 to 30 (to help younger lower-wage workers)

These are significant steps, because (point 4 aside), the Singapore Government is now also looking at EMPLOYERS and CONSUMERS to foot the bill for the mandated-increased wages.

Paying higher wages to workers directly affects payroll costs for businesses. The higher costs might also be passed to customers in the form of higher prices, depending on the price elasticity of demand. That extra dollar must obviously come from somewhere.

Higher costs are not easy to bear, especially when many companies and many workers have been negatively-impacted by COVID. As a business ourselves, we understand it fully and feel it directly.

Higher wages for low productivity is unsustainable. The market will make sure of that. Neither is a race to the bottom for wages the way forward for Singapore.

Instead, what we must have is higher wages for higher productivity. This is the very mission statement of ArcLab:

 

Higher productivity only comes about with technological progress, more and better capital, and a better-trained workforce.

 

Higher productivity is a positive sum game for the business and for the worker, because output increases and/or quality improves. This means justifiably higher prices for goods and services, which funds the higher wages. Higher wages also means better spending power, which flows back to businesses.

 

This data from the Economic Survey of Singapore speaks for itself:

Higher productivity simply makes good business sense.

Here, ArcLab comes in to support. 

Use ArcLab’s mobile learning SaaS platform to easily author, distribute and track training modules and digital SOPs for your workforce. The way that companies like Fei Siong Group, 4Fingers use our platform for.

Using ArcLab saves you training cost, cuts down training time, and helps your business do more with less. This means higher productivity and better bottom line.

The savings enables your business to pay better salaries to your workforce, who are then better taken care of, more highly-motivated, and have higher spending power too.

Singapore is taking our first step towards this virtuous cycle.

Higher Wages for a Better Economy. And a Better Society.

ArcLab is encouraged that societies are taking more concrete steps at addressing income (or rather opportunity)-inequality issues. That may be one of the silver linings of COVID-19, where we have newfound recognition for our frontline workers, many of whom are lower-income workers.

Yet more than inclusiveness, higher wages for higher productivity is simply good business, and a positive sum game for all.

ArcLab believes that’s the best way for our companies, our workers, and our society to succeed.

We’re building that sort of organisation at ArcLab, and helping many companies build theirs. Companies like Fei Siong Group, 4Fingers and many more.

 

Shall we help you build yours?

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Doing the impossible: Equal training opportunities for all

Doing the impossible: Equal training opportunities for all

With remote work here to stay, at least while the pandemic continues, managers now face another daunting task: engaging and tracking the process of their employees.

A Gallup report on employee engagement shows that companies with a highly engaged workforce have 21% higher profitability. They also have 17% more productivity than companies with a disengaged workforce. So how do companies overcome one of the biggest HR challenges of the present?

Furthermore, with business operations being shifted online, managers are presented with another challenge — the increasing digital skills gap between the younger and older generation of workers. Many older generation workers lack the technological skills to successfully adapt to the changes in technological trends

It is now all the more crucial that managers leverage on their available resources to ensure no employee gets left behind while working remotely in the pandemic— the new employees who lack proper onboarding, or even the experienced, older employees who struggle to adapt to the shift from offline to online. 

Online training and employee polls are just examples of accessible technology available to companies. However, a recent poll by Gartner suggests that only 16% of companies leverage technology to track employee progress and engagement. Perhaps managers are also intimidated by the transition from traditional to online, or are unsure of where to get started?

ArcLab Training

We pride ourselves in giving ArcLab users the best remote training and learning experience possible. This is why we provide support for your workforce anytime, anywhere, in any language (yes, training modules can be created in other languages besides English!). More importantly, ArcLab is easily accessible to low skilled and the older generation of workers. While it is important to upskill your existing workforce, ensuring proper onboarding for new team members is also crucial to ease their transition into your company. ArcLab allows you to create different training modules to conduct your onboarding and training concurrently. Adapt your training materials to cater to the needs of your workforce and training goals. Check out ArcLab Discover to see how different businesses use ArcLab.

See how Fei Siong Group uses ArcLab while training their employees, most of whom are non-English speaking!

ArcLab Technology

With ArcLab, we can help smoothen this process. To streamline the transition process for new users, there is no software to install or download — not only is it user friendly, it does not take up any additional space in your computer database. For companies who are already in the process of transitioning online, ArcLab can even be used alongside any existing HRMS/ LMS. ArcLab’s interface is equipped with a wide variety of tools to help your company deliver training and performance support. Apart from the customisable designs and rich visual media, ArcLab also has a learner assessment and analytics function. Assess your employees’ understanding with the different assessment methods. Track their progress with the data we collate from your learners’ responses. Get to experience the ease of using technology for our low and affordable pricing.

ArcLab’s interface empowers you with a wide variety of tools

The transition from offline to online can be intimidating. Let ArcLab help smoothen that transition and start your journey with us now!

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Discover ArcLab Discover

Not a typo 😀. We’re just excited to introduce ArcLab Discover 🧭

Since we launched ArcLab, we’ve had the privilege to empower organisations to easily create, distribute and track training.

Adopting a #Day1 mentality, we’ve listened to our customers and users as we grew (our thanks to each and every one of you) and shape our development roadmap. Responding to all your feedback, we keep working on ArcLab, improving platform stability and introducing features to help managers reduce time in creating & delivering modules to your workforce. 

Discover ArcLab Discover

I’m excited to introduce ArcLab Discover, a collection of 40+ (and growing!) templates that span Learning & Development, Human Resources and Operations, in English & other languages that best suit your workforce.

Review templates for Training, Digital SOPs and HR use cases like EES etc. that suit your organisation’s needs. Remix them into your ArcLab Dashboard with the click of a button, saving you >50% of module creation time. Adapt the content to the specifics that fit your organisation or workforce.

View this module, or go to https://builder.arclab.io/discover

Building and contributing back to the community

We don’t take the credit for everything in ArcLab Discover.

Rather, we are grateful to tap on the wisdom of the ArcLab community, some of whom have made their modules public and given permission for us to “template-ise” modules for all ArcLab users to remix and use for your workforce.

I’m also glad to introduce a series of 6 complimentary Learning Modules by our friends at Business Academia, a consultancy who helps organisations and teams to diagnose, design, test and implements customer centric learning solutions and digital strategies led by design thinking and agility.

These learning modules are housed under their own menu tab in ArcLab Discover. Use them for your team’s learning, and contact Alina at Business Academia for more information.

Discover Business Academia’s learning modules on ArcLab Discover

Keep Discovering!

p/s ArcLab Discover is still in beta as we refine it to include upcoming improvements like industry/role-specific modules, favourites, ranking and others.

So let us know how you think ArcLab Discover can be improved for you, and what other templates or modules you wish to see in it, that can best support your workforce. Our goal as always is to keep solving your organisations’ problems, and remain useful to you.

We’re also happy to include any modules or templates that you might want to share with the ArcLab community. Simply send them to us via growth@arclab.io.

Thank you! 🙌

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Blog

Retail’s digital tsunami strikes

COVID-19 forced many industries to pivot to digital, and pivot quickly. The retail industry is no exception.

In the past few years (even pre-Covid), the retail industry had already seen a shift from offline stores to e-commerce | Pic: Unsplash

In the past few years (even pre-COVID), the retail industry had already seen a shift from offline stores to e-commerce as consumers started to buy more goods online. COVID-19 has only accelerated that move into a tsunami.

The lockdowns in 2020 played a huge role in accelerating the transition to digital shopping platforms. E-commerce became the only way that retailers could make their products readily available to consumers and the only means for companies to keep their business afloat.

Retailers now have no choice but to embrace digital.

Data from Singapore’s Department of Statistics show an undeniable increase in online retail sales from March 2020 to July 2020, the period when Singapore entered her COVID-19 Circuit Breaker.

Source: Singapore Department of Statistics

Big e-commerce players like Lazada, Qoo10 and Shopee also saw a spike in platform sales. According to Vulcan Post, Shopee experienced an 82% increase in the number of user visits from 6 million visits in the first quarter of 2020, to 11 million visits in the second quarter of 2020.

Has the e-commerce future arrived “early” for the retail industry?

Indeed, Singapore has witnessed an increase in emerging small businesses online, some online only.

By having an online presence, companies are able to reach significantly more consumers as opposed to relying on human traffic visiting a physical store.

With retailers adding online channels and using technology to their advantage — products, customer service chat, doorstep delivery, personal online shopping and even virtual product try-ons can make your business available to consumers 24/7, all around the world.

Equipping the Retail Workforce for the e-Commerce Present

With operations shifting online, it is necessary that retail training and HR processes be taken digital as well — to increase efficiency and reduce cost for retailers.

Training new hires online isn’t as daunting of a task as it might seem. In fact, it saves companies the trouble, time and money of organising physical training sessions. The training content would also need to change. E.g. Following the shift from physical to online stores, staff need to be retrained to learn how to serve customers online rather than face-to-face.

With ArcLab, creating training modules has been made simple with our easy-to-use interface. Disseminate the modules digitally to all staff at a few clicks of the button and our system automatically tracks their performances and stores all necessary records.

You can use ArcLab ‘s Customer Service 101 series to get you started.

ArcLab Customer Service 101 modules | Source: https://arclab.io/retail

We’ve built ArcLab to be seamless and fuss-free to start. Explore the limitless possibilities with ArcLab platform and get started on your digital transformation journey today.

If you need any help at all, reach out at growth@arclab.io

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Digital Transformation is for large firms only… NOT!

Digitalisation is NOT expensive and is well within the reach of Small & Medium Businesses. This is how to start it for your organisation.

Lest some may think we can quickly revert to our pre-COVID lives, the virus’ mutations and continued spread suggest it will be with us for some time.

Globally, the South Asian COVID situation continues to cause concern. Closer to home, a significant increase in COVID cases led Malaysia to impose a 3rd Movement Control Order while Singapore regressed to Phase 2 (Heightened Alert).

As we gear up for tightened measures once again, one silver lining is that there has never been more support than ever for the adoption of digital, both at the individual level, and for businesses.

If your organisation hasn’t started digitalising your operations in one form or another to operate in the COVID-normal, there isn’t a better time to start. There are many different software in the market that are affordable and easy to adopt.

How to Go Digital today?

It’s important not to start with the technology, but go back to basics of what the tech solution is meant to address.

Here’s how we think about it:

  1. Start with the problem — Is there a change in the business environment that is hurting your revenue or cost base? e.g. Is my business unable to serve dine-in customers thus impacting my topline? Or, is there a work process that is being done manually today, resulting in slowness, inefficiency or lost data or opportunities?
  2. What might be needed to solve this problem? (Don’t think about technology or product yet — just the ‘thing’ or ‘ingredient’ you need to plug the gap in (1))
  3. “Google it” — Chances are, yours is not the only company facing the problem. This means that there is probably already a tech tool in the market that has being developed and is being used by companies like you to solve the same problems that you face. This also means there’s usually no need for your business to have a “customised solution built for you” (which is likely expensive and most probably an overkill).
  4. Fit the workflow. Speak to industry peers about their experience adopting the tech tool. If possible, ask for a referral to the tech provider. Or for self-serve SaaS like ArcLab, simply go to our landing page and sign up for a free account to try the free tier out.
  5. Start small. Use the tech platform’s free (or lowest-cost) tier to try the product functionality. Test if it solves your problem in (1). Junk it if it doesn’t. Scale up if it does.

If you follow these steps, you will find that digital transformation for your business is very much possible without huge upfront investment (hurray for SaaS platforms!), and not at at daunting.

 

Start Now

If you’ve been thinking of digitalising your business to stay relevant in our new COVID-normal world, there’s no better time to start.

Meanwhile, let us offer a few software suggestions for the office & HQs:

1. A list of productivity software for Remote Work from our friends at HR SaaS platform Talenox:

2. list of productivity software for Remote Work which we use ourselves:

 

There’s tons more online. Just “Google” it.

Contrary to what Business Consultants and more conventional System Integrators might tell you, Digital Transformation does NOT have to be an expensive exercise for your organisation. Don’t be taken for a ride.

Funding Support for Singapore firms

These are unprecedented times. If your business really cannot afford even the lowest-cost software that you’ve validated your business’ need for, there ARE schemes available to help.

For example, if you’re a Singapore business, there’s also funding support for specific areas, e.g. the Food Delivery Booster Package and E-Commerce Booster Package. Do tap on them to bring your F&B and retail business into the COVID-normal operating environment.

At ArcLab, while our full software is not free (read about the downsides of free software) we’re committed to making our software affordable for all businesses.

Get in touch today at growth@arclab.io

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Blog

Costly F&B communication issues and how to solve it

Costly F&B communication issues and how to solve it

Editor’s note: ArcLab works alongside HR Tech platforms to help businesses better manage workforces, improve staff performance to achieve more for the business, and digitally transform for the future.

We’re glad to co-author this article with Jolene Tan of StaffAny, a fast-growing software platform that enables shift-work teams (F&B, Retail, etc) to handle Operations and HR more easily — to share how F&B Businesses can avoid costly communication issues between HR, Ops and staff, and instead focus on growing the business.

How F&B businesses can avoid costly communication issues | Photo by Joshua Rodriguez on Unsplash

Food & Beverage Services (“F&B”) is an operations-intensive business.

We want things to run as clockwork as much as possible. So imagine a restaurant where things DON’T run like clockwork…e.g.

  • Staff show up on the wrong day / time for work
  • Staff DON’T show up (thinking their shift is another day)
  • Staff show up not knowing what they’re supposed to do, or how to do them
  • Staffs’ shifts are confirmed at the last minute, leaving them with little time to plan their personal calendars
  • Pay that HR processed for staff is not what they expected, due to inaccuracies processing work hours, leading to HR spending unnecessary time double-checking shift hours with Ops…

Instead of staying on top of things,  you’re fighting fires every single day, just barely surviving!

Fighting fires daily means less time to grow your F&B Business.

The downstream effects of haphazard operations are poor customer experience and inefficiency, as more time is spent rectifying errors. Staff will ultimately also end up discontented.

This is hardly the way to run your F&B business — or any business for that matter!

Too much time is spent fire-fighting and doing last-minute coordination tasks. Time that should be better spent on more productive areas, like developing a new item for the menu, and attracting new sources of customers for the business.

We want to avoid such disaster scenarios, which can happen if we have a less-than-effective communication and coordination framework for our F&B business.

There is a better way.

Simplifying F&B Operations

First up — getting your schedules together! A schedule seem like a very simple and minor thing. But it actually forms the backbone of your daily operations. If schedules aren’t planned well, you can expect mess on the ground.

But we know, F&B schedules aren’t that simple. Besides the multiple shifts every single day, but the communication with your staff.

Get part-timer availability on WhatsApp. Plan weekly schedules on Excel. Send the schedules back on WhatsApp. Then begin the back-and-forth dance because a staff can’t make it last minute, or you need to edit your schedule… sounds familiar?

Actually, you can avoid all the time and communication issues of this flow by doing all things scheduling-related on one platform. This not only reduces communication errors but also saves managers and owners a Ton of time! (specifically up to 70% time for some of our users).

After schedules, the next most crucial part is your timesheets. HR spends so much time on this because they want to pay their staff accurately. But did you know? Most communication issues are solved as long as the pay staff expect to receive is equal to the hours HR trusts and processes. This can only happen if the finalised time records HR processes for payroll is also seen by your staff.

That’s exactly what StaffAny was created for. Built for the F&B industry, StaffAny supports your complex operational needs from scheduling to timesheets, so you can save time and labour costs. Focus on what really matters.

Digitising SOPs

With proper scheduling, staff now know way ahead of time when their shift is. They also need a clear idea of their roles and responsibilities, and be trained in the tasks that they need to perform onsite, at each and every shift.

Traditionally, the task of teaching Standard Operating Procedures (“SOP”) to staff tends to fall on managers, who are already busy running operations and managing a myriad of other tasks. The training needs to be repeated for new staff, and sometimes staff forget what they need to do and require training again.

That’s where a good SOP system, built on ArcLab, can assist the manager. ArcLab empowers F&B businesses everywhere to easily author & distribute Digital SOPs, sent directly to staffs’ phones.

Unlike greasy SOP ring-binders that sit unused in the kitchen and available only to the manager, Digital SOPs are on-the-cloud and readily accessible by staff as-and-when they need to refer to specific steps and procedures that they may have forgotten, or want a second look.

Digital SOPs can also be updated each time circumstances and procedures change, and can be provided in multiple languages to suit staffs’ needs and abilities. Now every staff member knows his/her responsibility, what to do, and how to do them.

This means less work for the manager, who can spend more time on planning and executing growth plans. This means a more productive, and a more profitable business.

Let us help your business!

If you’re at F&B Business looking to simplify Operations…

Get in touch with StaffAny and ArcLab today!

Categories
Blog

Lessons from Lasso

The English Premier League (“EPL”) is the world’s most-watched professional football league. Manchester United and Liverpool have traditionally been the most well-followed EPL clubs, while younger/more recent fans may support Chelsea and Manchester City, whose billionaire-owners’ bankrolled spending had bought them relative success.

I support none of these clubs.

My choice was made many years ago, when a Tottenham Hotspur World Cup winner won me over. Thus began years of joy, and more often, heartache.

 

Years of joy, and more often, heartache. | Pic: Me

March-April is typically when Tottenham’s season falls apart. By then, we would usually have lost a League Cup quarter/semi-final, got knocked out of the FA Cup and Europe, plus a series of losses in the league to fall out of the Top 4.

2021 was no different — disaster in the League which started even earlier than usual (in January), bested by Everton in the FA Cup; and even a 2–0 1st leg lead in the Europa League Round of 16 wasn’t enough to get Spurs across the line.

The only saving grace was Tottenham miraculously qualifying for the League Cup Final, though ominously our opponents were EPL champions-elect Manchester City (more on that later).

Yet for all the heartache, Tottenham fans ‘come back’ season after season. “This season will be different” — as we always say.


I recently watched Ted Lasso on AppleTV+.

Ted is a fictional football coach from the US (not the football as we know globally, but the American kind), who gets hired to manage the fictitious EPL team Richmond FC despite having no experience whatsoever. OK, he did have a 1-day spell with Tottenham back in 2013😂

Ted Lasso brought some laughs in a year where COVID-19 impacted us all.

One scene in the series jumped out at me: where coach Ted counselled a player to “BE A GOLDFISH” after he made a bad move in training. The point that Ted referenced: a goldfish having a short memory of 10 seconds.

BE A GOLDFISH!

Being a “goldfish” for that footballer meant not dwelling on the mistake he just made, so his mind is free to continue playing the game well.

That’s not a bad philosophy, as long as one learns from that mistake.

When “Being a Goldfish” doesn’t quite work

In today’s digital age, some might say there’s not much point in building knowledge banks when Google ‘remembers’ everything for you. If we’re honest, most of our memories would in fact get worse, because we no longer need to train our brains to remember (we just “Google” when we need it).

But while useful for the footballer above, a short memory isn’t quite as useful in the context of learning and development.

In the workplace, we need to factor in short memories and attention spans, and rethink the way we train our workforce.

Especially in our COVID-normal world — where gathering staff in a room for 3-hour training sessions are no longer feasible (these were never that effective in the first place), we need to consider more effective delivery methods, built on the pedagogical framework of Nano Learning.

Nano Learning is learning that’s “just-enough, just-in-time, just-for-me”.

It’s a great way to onboard new staff, convey simple procedural knowledge and many more.

Another great use case we have seen is the creation of Digital Standard Operating Procedures (D-SOPs), such that staff have all the knowledge they need to do their jobs right in the palm of their hands.

We can’t run away from shortening memories and attention spans. But we CAN and SHOULD turn it to our favour, so that our workforce is continuously upskilled through effective bite-sized Nano Learning modules. To achieve more for our organisations.

Our team at ArcLab has made it easy for every organisation to get started. Right here: https://arclab.io

 

Epilogue

In the final episode of “Ted Lasso”, AFC Richmond lost to “the mighty” Manchester City, and got relegated.

IRL — Tottenham Hotspur did the same thing, and lost the 2021 League Cup Final to Manchester City. For Spurs fans, it’s another season where early promise again faltered. Another season that wasn’t different. Another season where we came close to a trophy, but fell at the final hurdle. 😢

It has now been 13 years (& counting) since I was at Wembley celebrating Tottenham’s last League Cup title.

Yet since supporting Tottenham ISN’T about learning & development — being a ‘goldfish’ works for me as a fan. I (and my fellow Spurs fans) will undoubtedly return next season for more joy, and heartache.

🤞 Next season will be different. COYS.

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Lives are at stake. Is your 100-slide WSH Powerpoint working?

Lives are at stake. Is your 100-slide WSH Powerpoint working?

There can be no compromise when it comes to safety training. Here’s how we make Workplace Safety & Health (WSH) training effective. PowerPoints optional.

In industries like construction, manufacturing etc. — there’s real risk of injury or death if proper safety procedures aren’t followed. How is your company conducting WSH training? 

When the average person’s attention span is supposedly under 10 seconds (less than a goldfish’s), no-one realistically believes we can pay full attention throughout a 2-hour lecture. Not even when the subject matter is as important as Workplace Safety and Health (“WSH”).

Yet many companies’ WSH trainings are 100-slide PowerPoints. How sure are we that staff are absorbing this important knowledge. Or even listening?!?

In industries like construction, manufacturing etc. — there’s real risk of injury or death if proper safety procedures aren’t followed.

So what can we do better to make sure that the training knowledge is effectively absorbed by our workforce so they can put it into practice?

Circle back to MOTIVATION

First and foremost, always emphasise to your staff that the reason why WSH training is necessary, is to protect THEIR lives.

For example, how do we motivate staff to be trained to wear earplugs properly?

(i) Emphasise that learning how to wearing earplugs correctly greatly reduces the chance of noise-induced deafness, or Tinnitus disease (permanent ringing sound in the ears).

(ii) Show workers a video of the much more difficult life of a hearing-impaired person using hearing aids.

(iii) Round it up by making it relevant for them. Emphasise that knowing the WSH measures and adhering to them means they can continue to be healthy, employed, and earn salaries to bring home for THEIR FAMILIES.

This first step is crucial, as it puts workers in the right frame of mind to receive their training.

Make Training Effective

Here are 4 simple steps that help you maximise your WSH training impact:

  1. Keep it short. Training shouldn’t be conducted in a 2-hour stretch. Nobody can pay attention for that long. So break them up into shorter segments as schedules permit.
  2. Use digital & multimedia for better learner engagement & knowledge retention. Create digital learning modules, and use simple pictures & infographics that often convey knowledge better than lots of text. Videos should also be used if resources permit (Lume5, which we use ourselves, is an example of affordable & easy-to-use video software).
  3. Build in interactivity & assessment. After knowledge has been conveyed, test retention with simple assessment quizzes, which can be multiple-choice or open-ended. This gives your organisation the data to work more with staff who need more help.
  4. Provide performance support. By making learning materials digital, these can now be housed in the cloud, readily accessible as Digital SOPs as-and-when your staff need it. A good time could be right before they start their construction project, to ensure they refresh all the WSH training knowledge, to keep themselves safe onsite.

Your workers are now able to absorb your important WSH training content in bite-sizes:

“Just-in-time, just-enough, just-for me”

You have certainty that they understand the material, and can help those who need a little more guidance.

Supervisors and foremen can then focus their attention on ensuring compliance, which should come automatically because workers know the importance of WHY they should comply, and are effectively trained on HOW to put into practice.

Create YOUR OWN effective WSH Training

We conclude by sharing a sample WSH module built on ArcLab’s mobile learning platform.

Feel free to try it out.

You can adapting it for your workforce simply by using ArcLab’s Remix feature.

Select from the different templates in ArcLab Discover, and remix them easily to fit your company’s branding, tone, messaging and specific training content.

Use ArcLab to easily distribute training to your workers via email or SMS, so they can easily consume the training.

Everything is made fuss-free and effective for you and your workers.

Because your workers’ safety & health are important. Their lives are at stake. If you need any help on how to start, drop us an email at growth@arclab.io.

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Managing a Deskless Workforce to Success

Managing a Deskless Workforce to Success

Editor’s note: ArcLab works alongside Work Tech platforms to help businesses better manage workforces, improve staff performance to achieve more for the business, and digitally transform for the future.

We’re glad to co-author this article with Andy Schmidt, CEO of 6i Communication, the authorised reseller of Beekeeper, an easy-to-use, inclusive and engaging internal communication platform — to share how businesses can better manage a deskless workforce.

 

70–80% of the world’s workforce is ‘Deskless’ | Pic: 6i Communication

It is far too easy to forget about our frontline workers because we’ve “trained ourselves” not to see them every day. Take a guess how many percent of the global workforce do not have a desk?

70 to 80% of workers globally — at least 1.7 billion people — are “deskless” handling jobs that do not require (or allow for) sitting in place.

If that number surprises you, think about all the industries this includes: retail, grocery, healthcare, hospitality, foodservice, construction, manufacturing, logistics and utilities.

These frontline workers have unique job demands, volatile working schedules, demanding customers, long hours standing and little to no access to task-critical information.

Your frontliners should be of primary importance to the business, considering they are often customer facing and your brand ambassadors.

Let’s face it, we see their jobs as routine and low-skilled. For far too long frontline employees just frankly haven’t been treated that well by their employers, or even by society itself.

For 2021, we predict that this Deskless Workforce will undergo an Employee Experience investment renaissance as companies are increasingly recognising the impact technology has on boosting deskless worker productivity, engagement and job satisfaction.

That said, there are still gaps when it comes to giving them that technology they need to do their best work.

Frontline worker characteristics like higher fluctuation, no corporate emails and lower computer literacy widen these gaps further.

Here’s where a lot of companies go wrong — they give desk workers and frontline workers the same tools and basically say, “Make it work.” Don’t fall into this trap.

Because giving your frontline team a tool built for desktop workers is like giving a fisherman a baseball bat. It doesn’t do the job, and quite frankly, it ends up being more of a burden to carry around than a useful tool that makes their life easier.

Frontline workforces have different requirements

Your frontline workers have unique communication needs covering the wide range of linguistic and cultural diversity and therefore require a communication platform built for them.

What if there was a way to connect everyone, monitor engagement, give your valuable frontline employees a voice, share feedback, take fast action with management and run transparent communication campaigns with your entire workforce — on one platform, without sending a single email?

Meet them where they are. With a mobile-first internal communication App that acts as a one-stop shop comes with inline translation features and can integrate with HR, payroll, workforce as well as learning management tools.

The Beekeeper Employee digital hub becomes a place for people, for communications, for recognition, for content and commenting, conversation and collaboration. It can be the primary platform for providing and discussing the strategy — and even refining it. Leaders can communicate the vision, project managers can explain current initiatives, and line managers can get their teams involved.

Given the high cost of recruiting new employees, and the significant amount of employee turnover that exists in many deskless-heavy industries, companies would be wise to consider how better technology might help them improve their ability to attract, connect and retain deskless workers.

You too can transform business agility, alignment and service quality with a single point of contact for your frontline sheroes and heroes.

 

Download your guide today | Pic: 6i Communication

Effective Communication & Training. For Deskless Workforces

We’ve just learnt about the Deskless Workforce and how their unique needs means companies cannot just provide a ‘desktop’ solution for employee communication. The same principles apply to workforce training, which is important if the business wants to do well.

Traditionally, training has been face-to-face and often time and labour-intensive, especially for onboarding and upskilling rank-and-file employees. We haven’t yet considered that training usually taking workers off the shopfloor, reducing productivity for the firm. Sometimes, as a result, firms skim on workforce training which isn’t a good thing for the organisation, because a poorly-trained workforce is often unproductive.

So the best organisations always invest in workforce training.

However, COVID-19 has made it now impossible to gather 1–200 people in a training room. Even with vaccination rollouts, it is unlikely that we revert to the pre-Covid normals. This means that organisations have to train the workforce more efficiently and effectively.

The way forward for workforce training is to leverage on the power of digital, and to stage out learning, through bite-sized modules, delivered directly to staff devices.

And remember that for the Deskless Workforce — there are no desktop computers or laptops to speak of. Hence, training needs to be designed with the smartphone as the core delivery platform.

 

Not all workforces can be managed the same | pic: 6i Communication

Moving training to the mobile space helps businesses to reduce time and cost needed for training. This effectively funds free headcount for the business, through the resource savings and productivity gains.

Importantly, mobile learning can bring great uptick for learner engagement, knowledge retention and most importantly, knowledge application. Some of these knowledge application metrics include — the drop in customer complaints, production errors etc, time spent on tasks. These are very tangible business objective metrics and provides a positive return on training investment.

 

Start Training your Deskless Workforce today | Pic: ArcLab

Do well, do good. For your Deskless Workforce.

This past year has given us a greater appreciation for the dedication and hard work of our frontline workers — our cleaners, transport workers, delivery and supply chain professionals, healthcare heroes and our educators. Virtually all of them are part of the Deskless Workforce.

70% of deskless workers surveyed report that more technology would help them do their jobs better. The parts of their work that they feel would benefit most from additional technology include communications, operations & logistics, onboarding, and training.

Frontline workers just plain deserve better — and they have for a long, long time. They deserve respect, transparency, and real access to economic mobility through professional advancement.

Most importantly, great businesses can only be built by great teams. It’s a win-win.

If you are a business employing a Deskless Workforce, let's start doing better for them, and your business.

Get in touch with Beekeeper at andyg.schmidt@bkc.sg, and ArcLab at growth@arclab.io.

 

Pic: 6i Communication

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5 tips for remote onboarding

Remote work is the future of work

The move to remote work has been a long and winding path for workers worldwide.

Fortunately, I had been working remotely for three years before the pandemic, and in this post, I’d like to share some of the best practices I’ve seen in the remote onboarding phase.

Onboarding is tough enough, but remote onboarding has made it much more difficult. For their first day, no one will greet them personally, and they will not have a coworker seated next to them in the workplace. They won’t be around to meet their supervisor in person and will have to handle IT processes and other business apps on their own, albeit in the comfort of their own home and possibly comfy clothes.

HR departments worldwide are also figuring out how to better onboard new hires when they can’t be there to answer questions and calm their nerves. During the onboarding process, it’s important to make new employees feel at ease right away. According to studies, if an employee has a positive onboarding experience, they are more likely to stick with the company long term.

Remote hires will find it difficult to adapt to the company culture and gain a comprehensive understanding of the mission, values, and product knowledge they’ll need to do their jobs well. Team building is already challenging due to the lack of opportunities to meet in person, but there are ways to prevent new hire isolation.

This post will go through some tips for managers & HR to use during the remote onboarding period to ensure that new employees have a seamless transition into their new positions.

Photo by Bram Naus on Unsplash

1. Prepare a welcome package

Consider putting together a welcome packet sent to new remote workers. New workers should receive the welcome packet before their first onboarding session.

The welcome packet aims to provide new workers with the general knowledge that will be useful in their first few days and months at the company. Making a video that welcomes new hires to the company can be a perfect way to give them a feeling of instant belonging.

Incorporate the welcome video into one of the onboarding process’s early stages. Make most of your training videos through training webinars, where you can deliver pre-recorded or live training to your remote employees.

ArcLab’s proprietary platform is ideal for remote onboarding, particularly for workers who are deskless or using a mobile. You can leverage nano learning modules to provide bite-size learning content, which is 5–7 minutes long and include videos and short quizzes to reinforce understanding.

2. Establish clear goals from the start

You give new employee the best chance of success by spelling out their expectations before their first day. They won’t be left in the dark and won’t have to ask too many questions if they have a good picture of their roles and what’s expected of them.

The most effective way to do this is to create a schedule for and new employee that includes time for training, assessments, and check-ins. Openly discuss business principles, new tasks they’ll be working on, team priorities, and personal ambitions.

Your top priority is to ensure that new hires know their roles and the tools/software/applications they’ll need to complete their tasks. Allow time for the IT team to set up their technology and answer any questions. Finally, provide them with the complete documentation of their onboarding process to relate to it during their first few weeks on the job.

3. Assign a buddy/mentor

A typical first day for a recruit will include a workplace tour, introductions to coworkers, and a series of in-person orientation sessions. Since all of this is temporary, it’s important to focus on establishing connections between new hires and their virtual teams.

Consider assigning a buddy to each new hire to chat as they adapt to their new job. They can ask them any questions they don’t want to ask the Slack community. This buddy can be a mentor, a team member, or a volunteer who has already been through the onboarding process. The aim is to connect new workers with someone who can help them get a head start in their new role.

Making early connections is an important part of a person’s first few weeks at a new company. Encourage team members to schedule introductory meetings with new hires so that everyone can establish a good relationship right away and feel less lonely.

4. Include collaborative learning

Photo by Tim Mossholder on Unsplash

Ensure that the remote workers have plenty of chances to learn from one another. This is particularly important during the onboarding phase because it provides another way to promote a positive team-oriented culture, even if workers do not work in the same place.

If you manage a team, specifically, ask each team member to set up a video call with the new remote employee. They should take advantage of this opportunity to welcome the new employee to the team and clarify their duties. Another way to foster a remote-friendly community is to treat all workers equally and fairly, regardless of whether they work on-site or remotely.

5. Make engagement happen

A good mindset and strong relationships open the doors to promotion in the workplace. Working remotely has the downside of making it more difficult to highlight professional accomplishments. Employees will need to put in extra effort in 2021 to increase their virtual participation to access new opportunities. Employee engagement is much more difficult to convey and describe in a remote setting where employees interact primarily via email. Employees who work from home will stand out as leaders by attending virtual gatherings, engaging in online meetings, and maintaining a high enthusiasm level.

Make sure they have access to the same benefits as on-site workers. For example, if the organization provides subsidized gym memberships to employees, offer that to remote employees.

Although both on-site and off-site staff can be members of the same team, they do not all have the same level of experience working for the same company.

Build a remote-friendly environment that makes everyone feel included, regardless of where they work, for the company to be effective in onboarding permanently remote employees.

ArcLab Mobile learning solves training needs, offering remote training via our proprietary SaaS platform or a blended approach integrated with your current L&D framework. You can further learn more about how Nano Learning can improve your organisation’s work performance. Try our learning module and receive a copy of our Nano Learning playbook.

Ephraim, the author, has over ten years of experience in B2B consultative and solution sales. He is a technology enthusiast for SaaS solutions and cloud-based software. His personal motto is to embrace technology, challenge himself, learn new things, and step outside of his comfort zone to try new things. Here’s where you can learn more about him.

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4 Productivity Apps for Remote Working (and They’re Free!)

4 Productivity Apps for Remote Working (and They're Free!)

Editor’s note: ArcLab works alongside HR Tech platforms to help businesses better manage workforces, improve staff performance to achieve more for the business, and digitally transform for the future.

We’re glad to share this guest article from the Talenox team. Talenox is an intuitive and fuss-free Payroll and Absence Management solution for small businesses.

 

4 Productivity Apps for Working From Home is a guest article written by the Talenox team | Pic: Talenox

Love it or hate it, remote working is here to stay for 2021 and the foreseeable future. If you’re working in a team to keep the business running, you need to ensure that your team is well-equipped to manoeuvre a remote work setting for the long haul.

At Talenox, we’ve always had the option to work from home. And we know for a fact that it is possible to keep productivity up and business running just as smoothly in a remote work setting. After all, you just need the right productivity apps that harness automation.

Here are our favourite productivity apps for working from home — namely remote communication, project management and human resource management.

1) For Remote Commuication: Slack

 

Pic: Slack

Slack is one of the most popular apps for remote communication and millions use it every day. We love it because it provides a single place for teams to share messages, tools and files as well as stay up to date. Aside from streamlining all working communication and contacts, Slack allows you to also create specific channels for certain projects which you can chat in publicly, within groups or in private.

With an instant messenger approach to communication, everyone can be contactable anywhere and anytime. Take for instance, Fox Sports’ use of the Slack app. From covering the FIFA World Cup across continents to organizing day-to-day communication, Fox Sports use Slack channels to keep on track. After all, the Slack channels allowed every producer to share crucial real-time coverage of the FIFA World Cup™, from highlights and notable celebrity tweets to videos of fans celebrating across the globe.

2) For Project Management: Basecamp

 

Pic: Basecamp

While Slack is great for instant messaging, Basecamp is the asynchronous communication hub that organises discussions way better than emails. For Talenox, Basecamp is our one-stop-shop for remote teams to discuss campaigns, link important company docs, as well as assign to-do tasks to different teams or individuals.

With everyone working remotely amid COVID-19, it’s easy to keep track of our projects’ progress on Basecamp. After all, the project management tool helps us break work into separate projects. Moreover, each project contains everything related to the task.

3) For Human Resource Management: Talenox

At the core of every organisation’s business ethic, paying employees on time is non-negotiable — regardless of the circumstances. Hence, it is important to ensure your payroll processes can execute on time and accurately regardless of any unplanned interruptions, even amid COVID-19.

It’s possible with an HR payroll software that helps you:

With Talenox as our HR payroll software product, we are glad that we can help thousands of companies reduce direct human interaction for these HR processes. After all, it is important that companies can still manage their HR tasks with ease during this difficult period.

One whole month to explore all the features in this HR Software for FREE.