January 3, 2008
Law Firm Management ABC's: Training
Training is based on the KASH principle. The principle conveys that new Knowledge, plus the right Attitude provides new Skills that, with use, become Habit.
For example, if a firm hypothetically decides they want to improve profitability through the purchase of technology that can help measure performance, the first order of business is a dedication to learn the new skill.
Knowledge is achieved only through taking time to learn the new skill. Acquisition of such knowledge must be calculated in the price of the new skill. There is a price in out-of-pocket expense. There is a price in lost productivity. This must be calculated into the price of gaining knowledge.
Attitude determines the length of time that productivity is hampered. With a positive attitude, there is less resistance to change and loss of productivity is minimized. With a poor attitude, knowledge is shielded from those who might gain from it and loss of productivity is inceased. In cases where poor attitude prevails, staff may leave the firm, setting you back to step one.
Skills are acquired through repetition and time. Patience and attitude are key. Patience means not only that those who seek knowledge through attitude and repetition remain focused in the face of frustration. Patience also means directing attorneys that notice of an impending crisis to others seeking knowledge through attitude and repetition (ie support staff) may be better communicated the day before the situation metastasizes into crisis. Any crisis that reduces repetition of a new skill delays the formation of habit and delays return on investment, adding to the price of gaining knowledge.
Habit leads to higher performance by making the knowledge acquired through attitude and repetition applicable without further direction. It is the impetus for your return on investment.
The keystone that holds the entire process together is shareholder buy-in and commitment. This is the dedication to the skill that is fundamental to the successful implementation of new knowledge. Without commitment by the owners, KASH is hindered and the return on investment is at risk for delay or worse, abandonment.
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Filed under Management, Operations by Brian J. Ritchey
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