Tuesday, 20 October 2015

Broken Train

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or LinkedIn here https://www.linkedin.com/in/tonysmiththathousingitguy




I was recently at a ICT supplier update session and training was discussed. This supplier used technical authors to generate on-line help, training materials and surveyed outcomes using SurveyMonkey. It was a refreshing approach, in respect of a lot of training on application software (particularly in Housing or Finance), that often falls far short, of what it should deliver.

If someone is good at their job, surely they would make a great trainer? That is an often wrong assumption that's made.

The problem is sometimes, people often know their areas inside out. They are good developers or implementers, but do they actually have some skills to communicate it over as trainers?

Most trainers I come across, particularly around ICT, systems and implementations don't hit the spot. Common problems include lack of a set agenda, scant preparation to understand customer configuration or requirements, no signposting particularly setting the scene initially, inability to keep to the agenda, unclear communication, lack of background materials (or very poor ones), left as reference. 

A cynic might conclude that suppliers do not want to train their customers too well, as it will interrupt a lucrative income stream. I think it's more fundamental than that. Often the individuals sent out to train are not equipped to do it properly, otherwise outcomes would be so much better.

I have organised and delivered lots of training sessions in the last 20 years, trying hard to cover a pre-agreed agenda and to keep it engaging. It's not easy to get it right, but the more you do correctly, the better future ones go. Customers should have the opportunity to rate the trainer as well as attendees rating the training. A good supplier will provide feedback forms or a web-link to an on-line survey, which can be used right after the session. If your supplier does not survey effectiveness, introduce your own assessment form, sharing with your supplier.

If the outcomes are not achieved, tell your supplier straight away and see if the problem can be rectified to both your satisfaction. Just paying for another day of training is not an option. If you have a good experience with a particular trainer, ask for them in the future. It's worth waiting a few weeks to get better outcomes, at the rates often charged for system, process or ICT training.   

Related Post: Do you pussyfoot around your housing ICT suppliers? Would they really know if you were dissatisfied?

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I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.


Beck - Broken TrainBeck - Broken Train.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


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