Training Industry Magazine - Fall 2016 - 19

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Issue
The task is done infrequently.
Solution
Make the process/application intuitive and
easy to remember, or provide a job aid.
Learners need repetitive practice to master
a skill and retain information. If employees
are expected to complete a process or
use an application so infrequently that
they can't remember what they did last
time, no amount of training will solve that
problem. The solution instead is to develop
applications and processes that are intuitive
and have a high degree of memorability.
If that's not possible, it's critical that you
provide a job aid for the employees to use
when the task is required.
THE COURAGE TO CHALLENGE
TRAINING ISSUES
By taking the time to identify the true
cause of performance issues, you will
be able to support your organization's
efforts to create positive change, and your
training program will develop a reputation
for solving problems and improving
employee performance.

impact is minimal, you may want to stop
doing it. Sometimes employees aren't
completing a task you think is important
because it actually adds no value.

it your way and be frustrated, complete it
their own way and frustrate you, or not do
it at all. Take the time to ask, listen and be
open to improving processes.

Issue
There's a better way of doing it.

Issue
The tool or application is difficult to use.

Solution
Ask, listen and improve the process.

Solution
Fix the usability issue.

The next time you hear "I think our
employees need some training on that
topic," have the courage to educate others
about the difference between training
issues and performance issues. Share your
vision for identifying, developing and
delivering solutions that work.

When setting expectations, it's critical to
involve the end users. When you fail to
hear their perspective, the process will
inevitably be more difficult than it should
be. When people know there's a better way
to do something, they will either complete

You should never blame an employee or
training program for a tool or application
that is difficult to use. If improving the
usability is not an option, acknowledge
the issues and reset the expectations to be
fair and realistic.

Angela Wilson is a learning and development
coordinator at Avista Utilities in Spokane,
Washington. She has more than 15 years
of experience delivering innovative learning
solutions for organizations across a broad
range of industries. Email Angela.

NEEDS ANALYSIS PITCH
One of the best tools you can have is a 30-second sales
pitch of your needs analysis so you can be prepared for
being put on the spot. Here's an easy formula to use:
1| Validate the concern.
2| Explain the need to identify the cause.
3| Provide examples of two different potential
causes and a solution for each.
4| Offer to complete an in-depth needs analysis.
5| Emphasize the benefit of matching the right
solution to the problem.

Here's an example:
Manager
Our employees keep forgetting to add a note to the
customer file to summarize their customer interaction.
I think they need more training.
Learning Professional
I can definitely see the importance of making sure
everyone adds notes to customer files (1).
The best next step is to identify what's causing them
to forget so that we can provide a solution that will
solve the problem as quickly and inexpensively as
possible (2).

T R A I N I N G I N DUSTR Y MA GAZ INE - FALL20 1 6 I WWW.TRAININGI NDU S T RY . C OM/ MAGAZ I NE

For example, if they simply don't know how to add a
note to the file, then training is a great solution (3).
If they know how to complete the process but just
aren't, we'll want to dig a little deeper for the solution,
which may end up being as simple as setting a clear
expectation or creating automated reminders (3).
I'd love to complete a quick needs analysis to determine
if this problem is a training or performance issue so we
can implement the best solution (4). If it ends up being
more of a performance issue, we may be able to solve it
more quickly and cheaply. Either way, taking the time to
identify the cause will lead to a better and more costeffective solution (5).

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Table of Contents for the Digital Edition of Training Industry Magazine - Fall 2016