Motorcoach Driver Training - How Much? When? By Carmen DaecherEveryone agrees that motorcoach driver training is essential. Motorcoach owners, insurance companies, government - everyone agrees training is important. But, what is much harder to find is what training should be done and when. Most insurance companies will not be definitive in detailing the training they believe is necessary. While they prepare videos and other training materials, they worry about their own risk if they leave something out from what they define as a standard. Motorcoach operators have very strong feelings about training. However, they vary widely, and are tempered by the pressures of preparing a new driver and maintaining tenured drivers for service. After all, if the wheels aren't turning, who cares about training. This writer has decided to take on the challenge! I would like to propose the standard of training needed for motorcoach drivers. Your scrutiny of this proposal, whether you agree or disagree, hopefully will help you assess and possibly redefine your training programs. I have had the good fortune of being part of the development of the Model Motorcoach Drivers Curriculum and presenting the pilot presentation of this training to prospective new drivers. I have developed many training videos and have worked within insurance companies to understand the relationship of training to accident reduction. I have seen the results of improper training or the absence thereof through accident reconstruction and investigations throughout my career. There is no doubt that training has great value. But it must be thorough and effective. Why train at all? Even more fundamental than the training to be provided is to answer the question "Why?" What is training all about? Why is it useful? If you answer these questions honestly, it sets the stage for understanding the types of training that is necessary and should be provided. A motorcoach driver is much more than simply a driver. He/she is not only the operator of your vehicle, but also your public relations person, your marketing person, your customer service representative. Being "professional" is much more than simply driving well. Thus, any training program needs to encompass the knowledge and skills required to perform all duties. Aside from the content, the intent or objectives for training should also be clear to develop a comprehensive and effective training program. Basically, the objective of any training is to effectively provide and assist in the retention of necessary knowledge and skills associated with duties to be performed. This includes, or course, all regulatory information but also includes critical job performance information that is not regulatory in nature. "Skills" are not just related to turning the wheel, but also include communication techniques, special needs passenger assistance, and other such skills. To provide effective training geared towards maximum retention relates to technique more so than content. The style and delivery of the instructor; audio/visual assistance; live demonstrations; and hands-on practice are the key elements to achieve successful training. Keeping as many of the human senses involved in the training experience as possible is a fundamental key to retention of information provided during training. A combination of classroom and "in the field" activities are necessary to produce the type of learning experience that will produce maximum retention. In the classroom, the use of overheads, slides, videos, (yes, even those Power Point presentations) can assist in effective training. Interactive CD-ROMS or web based training is also very effective, but is structured for more of a one-on-one training experience rather than a classroom style training experience. Demonstrations and practice on actual equipment to be used is the "in the field" experience. Parking lot and on the road demonstrations and practice is essential as part of effective training. Lastly, the trainer/facilitator is very important in achieving the objectives of effective training that is retained. A good, lively communication style and a thorough grasp of the content being delivered to students is fundamentally important. If the trainer is boring, the whole experience is. Lastly, the environment of the classroom and the hands on locations must be conducive to allow a student to remain attentive. Climate, lighting, student space, and seating arrangements are all important in achieving effective training. What specific training and when? The training program must be tailored to the particular needs of the coach operator. For new hires, if a person is becoming a coach operator for the first time, a comprehensive training program is necessary. For a new hire who has experience in being a coach operator, a review/test of knowledge and skills is appropriate. For operators who remain with the company, regular training based upon collective experience of operators in the company and individual training based upon correctable behaviors should be established. In the case of a new employee who will become a coach operator for the first time, here is my suggested curriculum to fully and properly prepare this person to be your coach operator (no hate mail please). MOTORCOACH OPERATORS TRAINING MODULE 1; INTRODUCTION TO THE MOTORCOACH INDUSTRY
IN VEHICLE TRAINING
If you operate in the south and you never move north, you probably don't need to worry about tire chains, but there are very few exclusions on the above outline for training for any motorcoach company. A simple rule of thumb that should be applied in terms of the mix of training to be provided is that for every hour of classroom training, one hour of off-road and 2 hours of on-road "behind the wheel" training should be provided. Now, what about those operators that you hire who have experience? Here, other than training related to specific company policies and procedures, a combination of road testing, hands on testing, and role plays should be employed. A road test of 30-40 miles (not the anemic 10-15 used by many) should be employed to ensure that defensive driving techniques are adequate and acceptable. The operator's demonstration of adequate use and operation of lifts, tie downs, and other such equipment should be part of the orientation process. And, role plays to test the experienced operators skill in communication should also be employed. Based upon these tests, if any specific training is needed, it should be provided. Too often, once drivers are hired and trained, they are forgotten. Training just isn't that important. But it should be. Coach operators have a need for continued training. Safety meetings can be an effective way to provide training to these operators. This will require that at least a portion of those meetings are focused for training. At least once a year, a thorough review of any regulatory changes should be provided to your operators. After you have reviewed your accident experiences, you should know what your most frequent types of accidents are and should have a good idea of the causes of these accidents. These are the opportunity areas around which to build training programs for your drivers. The subject matter will dictate the length of training, although no more than 1 day should be needed. And a combination of classroom and hands on training should be provided. Safety meetings can be used to involve operators in assessing accidents since the last meeting and defining preventability. In doing this, operators will become an interactive part of the solutions. This process, in essence, is training since it will remind all drivers of appropriate behaviors and skills that are necessary. As part of a safety meeting, hands on demonstrations specifically related to those operating issues might be considered. If an individual operator, whether because of passenger complaints, moving violations, or accidents, exhibits behavior that needs attention, specific training for that driver should be employed. Here is where CD-ROMS might be useful. However, one-on-one training emphasizing proper procedures, techniques, and skills should be used. And a thorough test of the operator should be included. So, is all of this training worth it? If a motorcoach company uses the above suggestions, they will have well prepared operators and will reduce their accident frequency. A recent study conducted by the American Society for Training and Development concludes that investment through training results in higher total shareholder return. For every $680 spent on training employees, an average of 6% improvement in total shareholder return was realized the following year. When ranked according to how much they spent on training, companies at the top half of the group realized an average 36.9% increase in total shareholder return the next year, while those in the bottom half realized only a 19.8% return. Data collected by the American Society for Training and Development indicates that typical and direct training costs amount to 2% of payroll, while indirect and opportunity costs may raise the total to 10% or more. The point is that training is not something that should be done simply because it is required or other people do it. It should be done with the intent of preparing your employees to perform in ways that reduce your costs and keep them at a minimum. Ultimately, the benefits of training are for everyone in the company - not just those who receive it. *** Click here to visit the NADME training web site ***
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