Figured I would ask if any of you guys have some good tips on bringing them up to speed.

I work in an IT shop and have some newer staff who are trying to understand our systems (just basic support stuff).

We have a complex environment, and I really ask them to show me their work when they come to me stumped on a problem. I'm hoping to teach them better diagnostic skills, but to do so sometimes feel the need to break down their thought process to see if they are going in the right direction.

Any thoughts? Ideas?

1/6/2012 4:48:31 PM

I am a supervisor at a decently sized manufacturing plant.
I used to train all the new employees, but now the existing crews are able to do that with minimal supervision from me.
They know I expect their shit to be right, so they make sure the new people don't screw anything up.

I have no advice for your field though. Seems like you have the right idea, even if sometimes it makes you want to run your head through a wall.

1/6/2012 6:59:17 PM

If there's one thing I've learned managing people, it's that some people are just complete idiots when it comes to figuring shit out themselves. I wish I had advice for teaching people this life skill, but it seems like if they haven't learned it by the time they enter the workforce they never will.

1/6/2012 7:52:27 PM

Quote :

"who are trying to understand our systems (just basic support stuff). We have a complex environment,"

I guess my first question is whether they are stuck because they don't fully understand the environment yet. If so, how well documented are the systems/environment?

If it's the skill set to solve certain problems that are the issue, then i'd say the approach i'd use is to identify the technical skills needed (generically) to perform the job and either keep a training repository (wiki, VoDs, etc), or create and deliver training to the new folks on the aforementioned skills.


That could be overkill (i don't know how large your environment/org is) though...


If these are things that could be solved if they'd bother to RTFM, then the remedy is better hiring




[Edited on January 6, 2012 at 8:02 PM. Reason : .]

1/6/2012 8:00:34 PM

One thing to keep in mind whenever working with those who don't know the task like you do is that they might not have the same cognitive capability. We often tend to presume that others are like us in terms of levels of understanding and thought processes.

If you're working with people who are intelligent and just don't know the processes yet, that's one thing, but often the lower members on the totem pole are in that position because of capability differences. If that's the case, then make sure you are thinking about it from their perspective and not yours.

1/6/2012 11:44:06 PM

Whenever I'm training up a newbie and have said newbie troubleshooting a problem, I have them log everything they do, therefore when they have a problem and I help them out, I can see what they were doing.

And, when they fix it, they have good notes on how they fixed that problem which could be helpful on similar problems.

1/7/2012 9:30:22 AM

MOVE!!

1/8/2012 12:01:59 AM

document the processes via wiki or the like. if the processes are the same kinda repetitive thing, write (or have them write) code to automate these tasks. if you've got some smart folks, perhaps have them look to where the environment can be streamlined and made to run better and be easier to support.

i focus my efforts on making the environment better and more maintenance free 100x the effort i spend supporting or showing others how to support.

self service + SOA

1/8/2012 10:23:25 PM

Also, make them read this:

How to Ask Questions the Smart Way
http://catb.org/~esr/faqs/smart-questions.html

1/9/2012 12:03:06 PM