Frontline Manager Training That Supports the Tough Job They Do For You

Frontline managers are struggling…here’s how to deliver the kind of training that sets them up for success.

Frontline Managers Struggling blog image

A growing number of frontline managers are leaving their jobs and for good reason. The job of frontline manager has always required a lot: patience, coaching, mentoring, conflict resolution, problem-solving, customer service, and overall knowledge of the company. But over the past few years, this role has felt intensifying pressure with staff shortages, supply chain issues, and health and safety challenges.  It’s not unusual for frontline managers today to not only have to manage, but most have had to roll up their sleeves and actually do the work that is not covered due to being short-staffed. 

One thing that hasn’t changed is the impact this role can have on your business—recent research shows that highly effective managers drive 48% greater profits for their companies than average managers. 

The right frontline manager training can not only make managers feel that you understand their struggles but also empower them to succeed even with the massive amount of challenges they face right now. 

What is a Frontline Manager?

A frontline manager is a crucial role in an organization, overseeing the day-to-day operations and supervising frontline employees. They bridge the gap between upper management and frontline staff, ensuring efficient workflow, resolving issues, and motivating teams to achieve operational goals and deliver high-quality customer experiences.

Acknowledge the Struggles in Your Frontline Employee Training

Most training content is designed around how things operate normally. And lately, it’s been anything but “normal.” So, how can you provide training that supports managers when the environment is not ideal? If you know there have been challenges, that should be addressed in your training content and communications around training. 

Make sure your frontline worker training solution allows you to quickly update and distribute engaging digital training content and send notifications. That way you can address the elephant in the room when it’s relevant and more likely to have the most positive impact on your frontline managers. 

Listen to Feedback from Frontline Managers and Respond with Empathy

Frontline employee training that encourages and captures feedback gives you the opportunity to listen and respond. The more emotional intelligence and empathy you can bring to your response, the better. When managers feel like you understand what they’re going through, the more valued they feel. 

And when frontline managers leave, find out why and make sure that the reasons are highlighted and addressed. You can use this feedback to update training content so you can prevent more turnover. 

Show Frontline Managers There’s More Opportunity for Growth

It’s very unlikely that your frontline managers want to stay in the role forever. In fact, managers are often looking for a career, not simply a paycheck. A recent study by McKinsey found that a lack of career advancement was one of the main reasons managers leave frontline jobs.

Clearly communicating career pathways in new hire training and frontline employee training such as promotions, shifts in responsibilities, external or rotational opportunities, or pay increases—and the steps to get there can go a long way to keeping good managers happy. 

Taking a look at your frontline manager training to make sure you’re acknowledging the struggles, listening to feedback, responding with empathy, and highlighting opportunities for growth will ensure that you’re keeping managers and not losing them. In turn, you’ll also model the kind of behavior that makes for a highly effective frontline manager.