Neha Dave
Senior Training & Business Change Consultant
Bluefin Solutions
Training: Don't shoot the messenger
12 Jan 2012
Project Management & Methodology
As a trainer you often find yourself in a difficult position delivering key messages that your audience don't necessarily want to hear. The messages need not necessarily be controversial or complex but the fact that they are hearing it for the first time puts you, as a trainer, in an awkward position.
I've been in situations like this numerous times and am often exhausted at the end of a session dodging bullets not necessarily aimed at me. So, I have tried and put together a list of things that trainers can do to prepare and armour themselves as they embark upon managing change.
Prepare yourself
This may sound rather simple but it's worth reminding yourself of the tremendous responsibility you have as a trainer, especially to your audience. It's about adorning a bullet proof vest and reminding yourself that the resistance and negative comments are not personal. It's about refreshing your memory on the human reaction to change and remembering that reactions can be negative.
Ask questions
Whilst you may focus on technical knowledge transfer sessions, it's important to ask questions on change and expectations. It is important for you as a trainer to understand how the technical solution will impact and affect the audience. Understanding the impact can give you a very early indication of the expected reactions. The questions need to highlight where the impact lies, how severe will this impact be and how soon will this impact take place.
Acknowledge the change
A training session, even if focussed on technical training, is facilitating change as it is either bringing something new, or altering an existing method. It is important as trainers to appreciate and acknowledge this and ensure that change is addressed through the training session.
Invite questions
Realise that your role as a trainer does not end as soon as you have delivered a session. Offer to be the continuity point and invite questions, even if you are unable to answer them at that point. It is important for users to feel listened to and assured that questions and concerns raised are being noted down. It can be difficult to manage this one, especially if you are moving on to something new, so it is important for you to plan some time in your schedule to manage this situation
Training is an extremely rewarding experience. It feels wonderful when you are able to make a connection with your audience and be part of the learning and change process. But like everything that is worthwhile it comes with its share of trials and tribulations
Comments
Neha Dave 12 Jan 2012
Thanks John. Could not agree more. In fact slides on programme overview, roadmaps are often the first few
slides in my presentation deck! And I do like the word empathise a lot - tough to achieve but that is what gives you the confidence that the change will be better accepted
John Appleby 12 Jan 2012
Nice blog and an interesting perspective I hadn't even thought of.
One thing I'd like to add in relation to change management is context. It is often very helpful to contextualise why change is happening. Understanding why it is happening allows the audience to see the bigger picture, and empathise with the wider organizational strategy.
Then, they may be more receptive to learning a new tool that makes them do something in a new (and perhaps more restrictive) way, because they will understand the greater good.