5 Training Tools for Engaging Screenagers Learn and Succeed?
5 Training Tools for Engaging Screenagers Learn and Succeed?
Yesterday I blogged about Engaging Screenagers learning by having multiple opportunities to continually bring her attention back to their goals.
I just got an email asking “Does that happen in the real world?”
My response (talking to myself) was, “That’s where this came from when I worked with learning goal setting in coaching and training courses in the past.”
I want to share with you an example.
A while back, friend of mine who is a manager called me for my support because she was getting too many customer service interruptions from her staff when they had challenging customer service questions.
So we created a training course to deal with some of the difficult customer behavior types and communication issues.
We did as Stephen Covey says, we began with the end in mind, and that end was to enable the staff to take care of the customer service issues to let my manager friend focus on other functions of her job.
Tool 1: Interactive
And of course we used interactive training eWorkbooks where the participants could actively learn and focus their responses on their own particular interest area(s) or difficult customer types.
Tool 2: Mass Customizable
Basically, we had trainees search the internet with their eWorkbooks to find specific examples (mass customising) each of them had experienced in difficult customers which made it more relevant and more authentic than just a single training program.
As we went into the training session that day there were opportunities for the participants to reflect on, share, and strategize how to deal with their difficult 1, 2, or maybe 3 difficult customer behavior types.
We choose 1, 2, or 3 types because as humans we have just a few difficult behavior types we find difficult to work with, and this is because we all have different different styles.
It seemed the training went well, like usual, as during and right after the training ended, participants were full of “A-Ha” moments and they were saying things like, “Now I know what I’m going to do now I’m clear on how I’m going to handle this difficult behavior type.”
Three weeks later I met with my Manager friend to conduct my usual follow-up meetings and I was quite happily surprised.
As we talked to my manager friend said she had she was totally shocked because she had just realised that in last 3 weeks since the training she hasn’t had one in interruption due to her staff having customer service challenges.
Tool 3: Monitor goals
My manager friend had one-on-one follow-up meetings with her staff to discuss each staff member’s notes from their eWorkbooks, (supervisors love being able to see what their staff entered) and then she reviewed each of their difficult customer behavior types and goals.
After those initial meetings my manager friend had totally forgotten about customer service challenges because all her staff members had been taking care of challenges on their own.
During those past 2 weeks, my manager friend said she had been spending most all of her time on the planning and goal setting functions of her job.
Tool 4: Social support
As the staff members had written their own challenging behavior types and goals, they were sharing that information with other staff members, and so when opportunities arose, other staff members had been giving support to one another.
Tool 5: Trust
One of the main reasons this works so well is trust, as in the training we focused on trust and support of the team and when they all committed to support one another the team becomes powerful.
As Zig Ziglar wrote in Over the Top, trust is the force that keeps the team strong.
You know, I’ve helped several companies make great changes for good, so I’m not saying that this success all about having a great trainer, but now days, with all the distractions in our world a great trainer isn’t enough.
Nowadays it is vital to have interactive, mass customizable training that monitors learning and goals while sharing information with others for accountability and support.
What I’m saying is in that to kick-up training engagement and effectiveness, as well as track training ROI, it is vital to give the participants the tools they need to engender change on their own responsibility with support from others.
The participants were able to reflect on the difficult customers, develop their skills sets, rehearse those skills that they needed, and set goals for real world situations, and that’s why they became so independent and effective on their own.
Many clients have told me the interactive and trackable methods in my training system setup makes a huge difference in the effectiveness of the training.
They tell me, “In the past our trained staff would have regular workbooks and thought they were fine, but as soon as they got back to the office they put the old workbook on a shelf and they would rarely ever open it again.” (junk engagement)
Whereas using my eWorkbook, now trainees can access their learning and goals anytime anywhere as the eWorkbook and learning content is with them at all times (optimal engagement.)
Also, supervisors can access the information the employee’s information to help support trainees anytime and anywhere.
This instant access is of capability makes it as my clients say are almost as effective as one-on-one coaching.
Give other tools for success and you’ll get success.
Remember, come join tomorrow to see more Improving Your Engagement with Screenagers and others inspirational experiences and ideas for Optimal Engagement in the ScreenAge.
Remember to engage tomorrow.
Following with you.
Keep it simple.
All the Best, Warren
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