Purpose This paper seeks to explain how team training in template construction and maintenance is achieved to improve the performance of individuals and teams on the job. The aim is to explain the training model in detail and to present the theory base for the model. Also, another important purpose is to demonstrate how the model is actually used in the field. Design/methodology/approach The methodology consists of two major features: the explication of how the template approach is applied, in general; and then the performance of teams and groups of employees is compared following training. It shows that one group was trained in the template approach, while the other group was trained using more conventional methods. Findings The hypotheses stated that in comparing the differently trained teams/groups there would be no difference in performance on these measures: gross sales attained; manager rating of employee performance; and customer satisfaction with regard to sales representatives; product knowledge; helpfulness in the business context; and overall performance. Significant differences were noted for manager rating, product knowledge, and overall performance. The groups could be compared; however, the teams were too small to rely on standard statistical tools for analysis. Research limitations/implications The study was exploratory in nature with a limited range of performance measures. The sample sizes (teams) were not large; however, the groups were large enough to make comparisons. The use of different pairs of trainers for the sub‐samples helps to dampen trainer bias but also creates differences in training conditions that could influence employee learning and performance. Practical implications The results demonstrate that the training approach has merit and warrants further study. The study depicts how a partnership among trainers, managers, and employees can lead to successful training outcomes. Another implication is that it is possible to involve trainers, teams and managers, cooperatively, to create models of training and performance improvement. Originality/value There are only a few templates or script‐based approaches reported in the training literature; hence this work adds to the literature. The template approach helps team members leverage their learning and also improve performance.
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