Investing In Your Employees: Brooke Silva Of Keller Williams New England On The Benefits of Offering Continuous Professional Development (CPD) Initiatives For Employees
An Interview With Chad Silverstein
Stronger Leadership Pipeline: CPD helps in grooming future leaders by providing them with the necessary skills and experiences to take on leadership roles, ensuring the company’s long-term success. Build your bench of talent!
Investing in team development has become increasingly crucial for forward-thinking companies, who understand that their greatest assets are their people. From implementing innovative training programs and wellness initiatives to cultivating a supportive work environment, these strategic investments play a vital role in enhancing employee satisfaction and retention. As the business landscape evolves, mastering effective methods to support and retain employees is pivotal for achieving long-term success. I had the pleasure of interviewing Brooke Silva.
Brooke Silva, the Regional Technology Trainer for KW New England, empowers REALTORS® and small business owners with her extensive expertise. She plays a pivotal role in facilitating growth opportunities through technology training, keeping the region at the forefront of industry advancements. Known for her commitment to fostering knowledge and innovation with a touch of love and humor.
Thank you for joining us. To start, could you share a little about yourself, and how you got started?
I began my leadership path in 2009 during a challenging time in New England’s economy and job market. Back then, the only role I could find was a part-time admin position that required me to drive almost two hours each way daily. Talk about dedication, right?
Despite the long commute, I was determined to make the most of it. I quickly climbed the ranks and became the Vice President of Marketing and Operations, proving that perseverance pays off! From there, I had the incredible opportunity to lead successful IT companies, with training and development always at the heart of everything I did.
In 2018, my husband embarked on a dual career as a REALTOR® with Keller Williams. Through his journey, I discovered a passion for educating the Market Center Leadership teams, REALTORS® and small business owners, blending my love for technology and training. It’s been an exciting and rewarding path, helping others grow and succeed in their businesses while keeping the process fun and engaging.
What was your biggest challenge in those early days?
In the early days of my career, the biggest challenge I faced was balancing the demands of being a single mom with a long and grueling commute. The daily stress of juggling childcare responsibilities, work commitments, and travel was overwhelming.
Recognizing the need for a change, I decided to move closer to my workplace, which significantly reduced my commute time and allowed for a better life and more time with my boys. During this period, I leaned heavily on my family and utilized before and after-school programs to ensure my children were cared for while I focused on my creating a great life for us and career for me.
Navigating the corporate world was another hurdle. I was determined to prove my leadership skills, often finding myself in environments where I had to work twice as hard to establish my credibility. The experience taught me resilience and the importance of a strong support network. These challenges helped shape my character, driving me to become a leader who values empathy and understanding along with data and training.
Was there anything specific that inspired you to prioritize CPD initiatives in your company?
My commitment to prioritizing Continuous Professional Development (CPD) initiatives in my company is deeply rooted in my personal experiences.
As a child with ADHD and learning disabilities, I quickly understood the transformative power of learning in various environments. This personal journey taught me that when education is coupled with real-world action and implementation and accountability, it cultivates strong adaptable leaders.
In my early corporate roles, I frequently faced the challenge of having to advocate for my own professional development. Often, I had to pay out of my own pocket for the training and skills I needed to be successful in my roles. I fought for time to get this training done. My supervisors didn’t recognize the value of CPD or the importance of one-on-one meetings and check-ins. This lack of support was a stark reminder of how crucial it is to have a workplace culture that encourages growth and development.
These experiences inspired me to create an environment where continuous learning is not only supported but celebrated.
I wanted to ensure that my leaders and associates had access to the resources and support I wished I had during my early career, in the way they individually learned best. By prioritizing CPD, I aim to empower individuals to reach their full potential and drive innovation within their roles. My goal is to foster a culture where education meets action, resulting in leaders who are equipped to adapt, grow, and thrive in any situation.
Can you explain why this is important for the success of a business?
Prioritizing Continuous Professional Development (CPD) is essential for the success of a business for several key reasons. Without it, culture dips, productivity tanks, and profit and loss statements suffer, leading to a rapid decline in overall business health.
Firstly, investing in CPD fosters a culture of continuous learning and improvement. When employees have access to ongoing education and development opportunities, they are more likely to stay engaged, motivated, and committed to their roles. This leads to higher job satisfaction and retention rates, which are critical for maintaining a stable and experienced workforce.
In my experience, I’ve encountered leaders who resist CPD because they fear that investing in employee development might lead to losing good people to other opportunities. This mindset, rooted in fear and scarcity, ultimately harms the business by creating a stagnant culture that stifles growth and innovation. Instead, by prioritizing CPD, businesses can create an environment of growth and development that empowers employees to reach their full potential.
Where I am seeing huge wins in my world is when leaders recognize how important this development is and they hold their team members accountable, putting education into action. Action is the key to all of the CPD initiatives.
CPD also helps employees develop new skills and stay current with industry trends and best practices. In today’s rapidly changing business environment, staying ahead of the curve is vital for maintaining a competitive edge. By ensuring that employees are well-equipped with the latest knowledge and skills, businesses can adapt more quickly to changes and seize new opportunities as they arise.
Moreover, CPD promotes innovation and creativity within the organization. When employees are encouraged to learn and grow, they bring fresh perspectives and ideas to the table. This can lead to the development of new products, services, and processes that drive business growth and success.
A strong focus on CPD demonstrates to employees that the company values their personal and professional growth. This creates a positive and supportive workplace culture, where employees feel valued and appreciated. In turn, this can lead to increased loyalty and a stronger sense of team cohesion. Leaders need to lead by example by staying in a state of constant curiosity.
Lastly, leaders who prioritize CPD set a powerful example for their teams. When leadership is committed to their own development and encourages the same in their employees, it creates a ripple effect throughout the organization. This commitment to growth and improvement at all levels of the company is a foundational element of long-term success.
Leaders must invest in their most valuable asset — their people. The result is a more skilled, innovative, and dedicated workforce that drives the company forward.
Can you please share with us, and briefly explain the first major initiative you started that directly benefited your employees?
One of the first major initiatives I started that directly benefited my team was centered around the Keller Personality Assessment (KPA). The KPA is a tool like the DISC assessment, designed to help us understand which roles our personalities would best fit and how we can leverage our strengths effectively.
I took time to review the KPA results for everyone I led, using them as a foundation to support my team’s growth and development.
I met with each team member individually, taking the time to validate their KPA results and dive deep into their dreams, aspirations, and where they saw themselves in five years. We explored what training they needed, where they felt opportunities for growth existed, and what aspects of their roles they had already mastered.
I also wanted to understand who they were beyond work, so I asked about their personal hobbies, past classes, and networking events they had attended. We discussed which experiences drove them into action and motivated them, as well as those they would rather not repeat.
From these conversations, I was able to help them create personalized development plans that aligned with everyone’s career goals and personal interests. This led to the creation of both individual and group training plans tailored to fit the needs of each team member.
By focusing on personal strengths and areas of growth, we developed training sessions that were not only beneficial on an individual level but also contributed to building a more cohesive and collaborative team.
This initiative was crucial in fostering an environment where employees felt supported in their personal and professional development. It emphasized the importance of understanding each team member’s unique strengths and aspirations, ultimately contributing to a more motivated and engaged workforce.
Do you have an example of a situation where you didn’t get the result you were looking for, and tell us what happened as a result?
Yes, there are times when leaders in our organization make hires or choose people for roles who are not the right fit. They bypass hiring systems and group interviews.
This often happens out of a perceived need to quickly fill a position, thinking it’s better to have someone in the role rather than leaving it vacant until the right fit comes along.
Unfortunately, this approach can be detrimental to the team, the individuals the role serves, and the overall workplace culture.
Within this last year, we experienced such a situation. We brought in an individual to be part of our training team who had an impressive IT background but lacked the necessary front-facing training skills. Despite their technical expertise, they struggled to effectively communicate and train our associates.
Rather than focusing on how to best use the software in conjunction with our models and systems, they frequently argued about why the software couldn’t do what they wanted it to do. They belittled the developers and decision-makers behind the products, creating an environment of negativity and frustration.
This individual’s role was to empower our associates by training them on our technology, but instead, their constant complaints and lack of curiosity drove production down and fostered a culture of discontent.
As a result, trust in both the individual and our technology eroded. Associates began to doubt the effectiveness of our systems, and overall morale suffered. It was a challenging lesson in the importance of making thoughtful, strategic hires who not only possess the right skills but also align with the culture and values of the team.
Ultimately, this experience reinforced the necessity of taking the time to find the right person for the role, rather than settling for a quick fix. It highlighted the impact that one person’s attitude and approach can have on the entire team and underscored the importance of fostering a culture of curiosity, respect, and collaboration.
What has been the most impactful CPD initiative you’ve seen other companies offer, and how did it inspire or influence your own approach?
One of the most impactful CPD initiatives I’ve seen from other companies is Allstate’s Rotational Development Programs. These programs immerse leaders in on-site rotations and workshops, allowing them to work closely with the teams they will eventually lead.
I’ve been particularly inspired by Allstate’s approach because it aligns with my belief in the importance of experiencing different facets of the business firsthand. I want to get the leaders on the ground, in the environments and make connections. It gives other members of the team a chance to get to know the new team members in a different light, before decisions and often, changes, are made.
What challenges might companies face when implementing these initiatives, and how can they overcome them?
Startup Costs and Maintenance: Establishing these programs requires significant investment. Without dedicated HR departments or individuals, companies might need to hire external trainers, which can be costly. Overcoming this involves careful budgeting and possibly starting with smaller, scalable initiatives.
Employee Resistance: Employees might feel micromanaged or lack motivation, especially with mandatory training sessions. To address this, companies should communicate the value and benefits of CPD, making it relevant and engaging for employees.
Information Overload: Employees may feel overwhelmed by too much information, leading to burnout. Companies can overcome this by breaking down training into manageable steps, focusing on immediate, actionable goals, and providing ongoing support to help employees build on their skills gradually.
Can you share a story of an employee who significantly benefited, and how it affected their performance or career trajectory?
One of the most rewarding experiences I’ve had was with a team member who joined our team with a strong technical background but struggled with communication and leadership skills.
They were young and eager. Through our personalized CPD program, which included targeted workshops and one-on-one coaching sessions, this individual was able to develop these crucial soft skills.
Over time, their confidence grew, and they became a key leader within the team, successfully managing projects and mentoring others.
This transformation not only improved their performance but also their confidence. They feel aligned with the company and their growth plan.
Could you please list the “Top Five Benefits of Offering Continuous Professional Development (CPD) Initiatives For Employees”? Can you explain what you mean?
- Enhanced Skill Development: CPD provides employees with opportunities to continuously develop their skills, making them more proficient and adaptable in their roles. This leads to improved job performance and productivity.
- Increased Employee Engagement: By investing in CPD, companies show they value their employees’ growth, which boosts morale, motivation, and engagement.
- Better Retention Rates: Employees are more likely to stay with a company that invests in their personal and professional development, reducing turnover.
- Innovation and Creativity: Continuous learning encourages employees to think creatively and bring fresh ideas to the table, driving innovation within the company.
- Stronger Leadership Pipeline: CPD helps in grooming future leaders by providing them with the necessary skills and experiences to take on leadership roles, ensuring the company’s long-term success. Build your bench of talent!
How do you measure the success and ROI of these CPD initiatives?
Employee Surveys: Regular feedback through surveys helps gauge employee satisfaction with the CPD programs and identifies areas for improvement. These surveys can assess how employees perceive the value of the training and its impact on their daily work. Work with companies that design these surveys to get the feedback you desire. Sharing the survey results with your team is vital.
Retention Metrics: Tracking employee retention rates before and after implementing CPD programs provides insights into whether these initiatives are contributing to higher job satisfaction and reduced turnover.
Performance Improvement: Analyzing performance metrics, such as productivity levels and project outcomes, can show whether the skills gained through CPD are being effectively applied in the workplace.
Career Progression: Monitoring the career advancement of employees who participate in CPD programs can indicate whether these initiatives are helping to build a stronger leadership pipeline and facilitate promotions.
Cost-Benefit Analysis: Comparing the costs of running CPD programs against the benefits, such as increased productivity, higher retention, and reduced recruitment costs, provides a clear picture of the ROI. Understanding though that this is not an instant return on investment. Executives and leaders must understand that this takes time with accountability and measurements. During the process of implementation, you may see programs or initiatives filling and you will have to shift to finding new and innovative ways to train. The pandemic was the perfect example of how companies had to change to keep up with an “at-home” workforce.
Looking forward, how do you see the role of CPD evolving in the next 5–10 years?
There will be a strong need and desire for more personalized CPD. There is no longer a one size fits all when it comes to training. Companies and leaders will need to utilize technology and put emphasis on lifelong learning goals. Employers will need to find the balance between cultivating skills needed in the workplace while remembering that the person on receiving is a whole person. Not a robot or software. While technical skills will remain important, there will be an increasing emphasis on developing soft skills such as leadership, communication, and emotional intelligence, which are critical for adapting to new challenges.
I challenge our leaders to find classes and programs that help the individuals fine tune their communication skills such as the “Language of Appreciation in the Workplace” or “Fierce Conversations.”
What advice would you give to business leaders who are hesitating to make these changes?
If leadership is hesitating to implement Continuous Professional Development (CPD) initiatives, consider this: CPD is an investment in the future of your business. It’s not just about keeping up with the competition — it’s about attracting and retaining top talent.
If you do not have this in place, you are already behind the competitor that does, start small, survey your employees, but you MUST start somewhere.
Not everyone is motivated by pay. Employees are more likely to stay with a company that values their growth, leading to reduced turnover and higher productivity.
By prioritizing CPD, you’re creating a culture of continuous learning and improvement, which will drive long-term success and innovation within your organization.
Can you share any upcoming initiatives or plans you have for further investing in your employees?
This year, my focus is on helping my team reconnect with the fundamentals. We’ll be revisiting how each person desires to learn and ensuring that the paths we’ve set together are still aligned with their goals and roles.
I’m also excited to incorporate unique and accessible team-building activities. One resource utilize often is an online tool called Hyper Island Toolbox, which offers a range of creative ideas that appeal to a wide variety of learning styles and team dynamics. These initiatives are all about fostering growth, engagement, and collaboration.
We also have quarterly in person trainings planned as previous surveys noted a strong desire to get together with others in the same role to mastermind and share.
How can our readers follow your work?
All of my contact info and socials are on BrookeTheNerd.Com!
This was great. Thank you so much for the time you spent sharing with us.
Thank you! I want to add one more thing for our readers. You cannot forget about your own personal development and growth as we bring those we lead on a learning journey. We need to also stay curious and a state of constant learning.
About the Interviewer: Chad Silverstein, a seasoned entrepreneur with over two decades of experience as the Founder and CEO of multiple companies. He launched Choice Recovery, Inc., a healthcare collection agency, while going to The Ohio State University, His team earned national recognition, twice being ranked as the #1 business to work for in Central Ohio. In 2018, Chad launched [re]start, a career development platform connecting thousands of individuals in collections with meaningful employment opportunities, He sold Choice Recovery on his 25th anniversary and in 2023, sold the majority interest in [re]start so he can focus his transition to Built to Lead as an Executive Leadership Coach. Learn more at www.chadsilverstein.com
Investing In Your Employees: Brooke Silva Of Keller Williams New England On The Benefits of… was originally published in Authority Magazine on Medium, where people are continuing the conversation by highlighting and responding to this story.