The Most Damaging Things You Do
While Training/Facilitating Others

by Stephanie Goddard Davidson

Whether you formally train others in a classroom setting, manage a team that requires continued on-the-job training, or work with a variety of people who need your input to work at optimal levels, you may be doing more harm than good. The most damaging things you can do while training another person include:

1. CALLING ON SOMEONE IN A MEETING/TRAINING (including conference calls) TO ANSWER/COMMENT WHEN THAT PERSON HAS NOT ASKED TO BE ACKNOWLEDGED.
   This sounds like: "Jenny--what do you think about what was just said?" Calling on an adult to answer or comment when they have not raised their hand or given some other sign that this is their wish, is too reminiscent of school days and demeans an adult. Yes, there are some participants who like the "spotlight" and are always ready to have their comments heard, but this is not the rule. In trying to get everyone involved in the discussion (the main reason we do this), we risk embarrassing someone who may not understand what is being said, doesn't agree with the direction the discussion is taking, or simply "checked out" for a minute. This puts everyone on edge. "On edge" is different from "paying attention".

    

2. NOT ALLOWING FOR TENSION-BUSTERS DURING UNCOMFORTABLE OR HIGH-STRESS SITUATIONS.
   There are several points in any training or meeting when tension exists. When tension is present, retention of information and participation will be low. These times are typically the beginning of the meeting/training; before a test, questioning for understanding or other "quiz"; and anytime a change is being introduced. Here are some solutions to breaking this inevitable tension:
   1. Always have an icebreaker or some other light introduction to use at the beginning of a gathering of people. This is needed even if this is a team that works together everyday. Ideally, your icebreaker will be relevant to the discussion, but this is not required. Icebreakers are not for the trainer or leader. Whatever you use, this should be interactive for the AUDIENCE, not another part of your presentation.
   2. Incorporate breaks or short physical exercises like stretches or a group shoulder rub for general tension (or when the afternoon is dragging). Right before a quiz, ask the group questions from a magazine or something you made-up just for fun ("If you could be an animal what would you be?"). Then provide a reward for the funniest answers or based on a group vote. This will set up a light competition and an enjoyable tone to taking a real test.
   3. Introducing change will always be met with resistance (if you are not seeing this resistance to ALL change--even positive--you are being brown-nosed, I guarantee it!). So expect resistance, and meet it head-on. Generally, I like to make time for TONS of discussion. These discussions are rarely problem-solving or negotiations. What they are is a forum to get the tension and anxiety "up and out" before beginning a new way. To deny the expression of these feelings will result in a passive/aggressive releasing of these emotions which looks like: gossiping or negative discussion about you or the company; minimal effort put forth in completing tasks; higher absenteeism; and at worse---unionization activities.
3. NOT USING REINFORCEMENT TOOLS FOLLOWING THE TRAINING.
   Ten percent of everything read one time is retained. To read something and then discuss it, increases this retention rate to about 20-30%. Is this the retention level you want when rolling-out a new practice or process? This is usually all we do when training others, and then we BLAME THEM for not holding on to 100% of the information shared. To improve these numbers, you must reinforce, review, and revisit the information at certain points. These points are :
   1. Several times during the training/meeting (repeat and review the info to the point of irritation !!)
   2. Within the first 36-48 hours after the training (use it or lose it)
   3. At the end of the first week
   4. Six weeks later
   5. Six months later

   These last four reinforcement points can be addressed at the beginning of your next meeting ("What has your experience been with the new process this week/month. I'd like to hear from everyone."); in an e-mail ("Here are a few things some of you have shared with me this week about your experiences with the new roll-out--thanks for your input and keep these great suggestions coming !") or one-on-one ("I am open to roll-playing a difficult situation in using this new process or answering any of your questions. I understand that this may be awkward right now, and I want to be a resource for you.")

   There are many effective training and facilitation techniques in our Workshops.