Moment of Truth - June 09
Train the Trainer
Is it possible a trainer has a sell by date? Can a trainer have trained too long or is it possible that they have just trained too long on the same subject? When do we notice in ourselves that training is no longer a vocation it is just a thing we do?
At one of our recent in-house trainer development workshops, one of our own trainers was discussing a training event that she had attended; an external trainer announced to delegates who were having a laugh regarding a work experience ‘too leave the in-house jokes outside and to stop grinning at each other’. I was dismayed when I heard this, I thought that this was not a great way to manage the learners; and yet one of our other trainers said that she admired her (although would not personally use this style) for managing the learners, short and sharp. It transpired that the participants did as they were told however they did complain about the trainer’s style.
Is it a simple case of horses for courses or is there a time when we (trainers) need to step back and assess ourselves, am I still giving my best? How do I get the best from my learners? Is there a difference between wanting to manage our workshops or control them? Without having the answers too these very basic questions, how can we delight our customers?
So who are the key customers of a workshop or training session? How do we as trainers provide an excellent customer care experience to them? Training needs to address the needs of three customers: the trainer, the learner and the employer sponsoring the training. The trainer wants a group of learners who: learned, had fun, took the training seriously, were interested in the subject, left the course motivated to learn further on their own, can and will put new ideas to work. The learner wants a trainer who: has some experience to share, can tell them some war stories and give them some tips, lets participants talk and share their experiences with others, provides a great environment to learn, provides the grounding material and resources for a workshop and motivates. The employer wants employees/learners who: have improved skills to use in the workplace, help the company stay competitive, are more ready to take over a new position, help others improve their skills, come back feeling more motivated and are more productive.
So now we have three separate customers (including ourselves) to delight, how do we do this?
The Trainer, it may sound bizarre, however we need to ensure that we delight ourselves as well as others. How can we provide an excellent service if we don’t respect our own abilities? Trainers must keep their motivation and passion for training alive. Ways in which we may consider carrying this out is: keep an active interest in what is happening/changing in our area of delivery, have regular meetings with other trainers, set ourselves challenging goals. Ensure that we recognise when motivation is waning.
Good characteristics of a trainer is: having a true desire to develop others, ideally a working knowledge of the subject, an ability to convey understanding, patience, a sense of humour, time to train and to learn for ourselves, respect for and by learners, enthusiasm for training.
The Learner, you know the basics, greeting your learner on arrival, being courteous, interested and available. How do we exceed the learners’ expectations? Give more than they expect! Follow up with additional information on areas that were of particular interest to individuals or the group. Call and ask how development is going since the course. Give suggestions. It does take time for trainers to call, however the personal touch by far exceeds the email communication.
The employer, often trainers never get to meet the employer directly. The trainers get their instructions from their managers or account managers. So how can trainers delight the employee? Phone the employer directly asking how the learners were doing in specific modules that were covered on the workshop. Give the employer advice on areas of support that may be required by the learners. Suggest further training based on actual verbal feedback received on the workshops.
Customer care is more than just providing a workshop, it is delighting the employer, learner and do not forget yourself!
Success in business requires training and discipline and hard work. But if you're not frightened by these things, the opportunities are just as great today as they ever were. David Rockefeller
