Discover a model to effectively handle requests for training from senior leaders and managers. Use a set of probing questions to quickly determine the specific training that is needed and link that training to broader business objectives. Identify potential obstacles that might reduce training's impact.
- Training can only develop KSAs, that is, knowledge, skills, and abilities. So what can you do when you get a request for training and you aren't sure if training is the right solution? For example, I'm a customer service trainer. I often get requests for things like a two-hour training program on serving difficult customers. How do I know that training will solve that problem? For that matter, why does the training need to be two hours and not one hour, or one day? And what's making customers angry in the first place? Can't we just solve that? We need a way to handle these requests tactfully, so we respect the person who's asking for help while still identifying what training is really needed.
I like to engage people who request training with a series of five questions that help us get to the heart of the issue. Number one, why is this project important? How will we know if this project is successful? What do people need to do to achieve our goals? What factors besides training might influence performance? And finally we get to the training question: What knowledge, skills, and abilities do we need to develop? Notice I ask about training last. The other questions can help you decide what training you need, if any.
For example, question number three uncovers what people need to be doing, such as a procedure. Well, if there's no procedure, then we won't know what to train. Let's apply the five-question framework to a training request. You may want to pause the video and download the Handle a Training Request worksheet to do the activity before you continue. See how many of the five questions you can answer, and note which questions you'll need to investigate. When you're ready, hit Play, and we'll see how participants in the live class responded.
- So the request is, if you've ever worked in the building industry, you'll often have a team of maintenance workers, and they do things like painting, light repairs, electrical, plumbing, et cetera, and when you need a bigger job, they're the ones who kind of coordinate the other contractors to come in and do the bigger work. So, we've been asked to provide our organization's maintenance workers with some training on green building maintenance, and so the challenge is to walk through these five questions, find out what answers we know already, and is there some additional information that we'd want to investigate if someone had given us this training request.
So I'm going to invite you to take just a few minutes at your tables and work with your groups to walk through these questions, figure out which ones you can answer now, and which ones you'd like some additional information to help you get to the heart of it. - So it's important because the grant will provide them with a place that they each have to abide by the code if they want it to look like, so it's important because acceptance of grant.
- Yeah, they need to uphold the standard in order to keep the grant. - There's probably, like most grants, a set of rules to adhere to, like an inspection, validation. That's kind of like a starting point, what's written under the grant. - So by following those-- - I mean, they have it right there, green standards, so it's being able to meet - Green standards-- - Thinking about those, uh huh, yeah. - Meet resistance, you know, if the standards make it harder for them to do their job.
- Budget. - It can also be equipment issues. - Yeah, the access to-- - They may not have the necessary equipment because if it's on the grant, maybe the time it takes to build it is longer than the grant cycle. - Yeah, there are also bureaucratic restrictions. - Exactly. - Everything stems off of the standards, the standards are the primary ones, they know the standards, then they can assess if they have the skill and if they have the necessary equipment, which would be the abilities, so I think it all stems off of that.
- This project is important because it helps our organization offer more affordable housing and will be successful if we meet the requirements set out in the grant. To do that, our maintenance team needs to follow the green maintenance standards identified in the grant, so we'll want to get that list and compare it to what the team is already doing. That will help us answer question number four: "What other factors might influence performance?" From there, we can ultimately decide what training is needed.
We might find that the maintenance team needs a lot of training, a little training, or no training at all if they happen to be following all of these procedures already. By asking the right questions, you'll often find that your training programs become a whole lot simpler. This means you can design and deliver them faster, for less money, while getting better results.
- Identifying employee training needs
- Creating an individual development plan
- Developing learning objectives
- Preparing employees for training
- Evaluating a training program
- Presenting with confidence and clarity
- Facilitating discussions and learning
- Managing breaks effectively
- Delivering training via webinar