Lets go back to grade school: your teacher structures your day full of worm experiments, reading, and nap time if you’re lucky.
As a student – it’s magic. It just happens.
But the reality is that it doesn’t just happen, it takes planning. It should be no different when we think about business-based teaching and learning. Having a plan will help the magic happen.
Here are four steps to make sure you’ve got a plan for your internal team, and how you should craft a training experience around this plan.
1. Create a Lesson called “Lesson Plan” with these 5 sections:
- The Goal
- What we need to do
- Designing Activities
2. Define your goal
Here’s what I hear quite a bit. “I want to make training better.” Or, “Our current training process doesn’t have much structure.” My next question is always why? Why do you want to make it better and why doesn’t it have much structure?
What do you actually want to get out of your training?
- Bad Example: Our customer service reps need to know more about our product/service.
- Good Example: I want to decrease the time to response for our customer service reps by 10%.
3. Take action
Ask yourself: what actions must our folks take to meet the goal? List them like this:
- A customer service agent needs to correctly diagnose the problem by asking the right discovery questions.
- They need to efficiently find answers to customer requests.
- They must be able to quickly craft a good email.
Once you’ve got these – you’re really rolling. Now ask – why aren’t they doing these things? You can probably categorize the answer to this question into one of four buckets: knowledge, skills, motivation, environment. Training will help the first three, not the latter. We’ll save that for another post.
4. Design activities
Now that you understand the actions ye need people to take in order to meet your goal and why they’re not doing them today, it’s time to design activities.
Think of these as questions that throw trainees into a real-world situation they might encounter.
- A customer gives you x complaint. Choose which question(s) you might ask to truly understand their problem.
- A customer asks about y. Where do you go to find that answer?
- Please respond to this simulated ticket with a well-crafted email.
Notice these are all active. It makes the trainee think about what they know, and what they don’t!
5. Share knowledge
You’re down to the wire now. If you look at the activities and questions you just created, work backwards to figure out what information or knowledge each rep needs to answer them well.
In this case, they probably need to understand the discovery process and questioning. They need to know your systems, software, and procedures like the back of their hand, and they need to know what makes a great email.
We’ve even got a training plan template for you to use.
Time to start. Go. You’ve got the magic in you.
…and if you don’t have a Lessonly license, take a tour for free here.