Romance novel or REAL LOVE EXPERIENCE? – From the MIND of MCKEE
I agree with everyone who says: We as training instructors have to open up to these amazing new ways to teach and train agents who are on the phones with REAL people.
My ideas would be these.
1. Do all of the definition work in advance. Make sure every lesson has a pre-training Web Based Training (WBT) part that will engage the learner in “knowing” what they do not know. Finding out what you do not k now that you do not know is such a good thing!
2. Pre-Training is a must and can be done easily with WBT. The Instructor Led Training (ILT) portion can be faster, more interactive and completed in less time when the trainees understand the meanings of things in advance of the class room experience.
3. Homework and short tests help but will not give the learner “experience.” This is KEY…THIS is ESSENTIAL, THIS IS ABSOLUTE. I TAKE A STAND ON THIS! (caps on purpose)
Math can be learned on paper. Instructions on how to do something like put the groceries in the bag can be demonstrated and visualized and understood. BUT, when the words say one thing and the tone says something else, that takes skill in a whole new way. Say, “He didn’t murder his wife!” five times and each time put the accent on a different word and see how the entire meaning changes.
My biggest FEAR is we won’t use people on the phones at all someday. (SAD huh?) I can see the writing on the wall…can’t you?” ROBOTS everywhere. They are there now but not one hundred percent. YET.
Right now we need people desperately because we need to learn to talk to one another, (Are your children talking to you?) engage one another in conversation, talk with a customer and not AT THEM. This can be learned intellectually but “Communication Skills” require people to WAIT-FOR-IT…. to Communicate, Converse, Relate And Engage…with each other. This requires Skill in the following areas.
- Listening to the other person, not interpreting but hearing the other person and discovering the emotional needs of that person with a willingness to help.
- Acknowledging what you hear without judgment in your tone of voice and with sincere acceptance of the other person having a point of view that may or may not agree with yours.
- Making some type of comment that is not threatening, smug or arrogant, not too long or pushy , that lets the other person know that you heard and understood them and that you have a comment on it, support for it or simply a concern for the person and ‘their’ issue.
- And in order to continue this intercourse, ending your side of the conversation with a question that does not make the other person feel wrong or stupid while engaging them by talking in a way that makes them feel smart and right at the same time.
In order to do this, you may have to transform your way of handling others. You need to work with people and hear their tone, their emotional needs, the feelings that are being expressed, if you don’t do that, you may be able to pass the Quiz but can you actually converse with another human being???
To me, it’s like baseball…if you read about it, does that make you HIT IT OUT OF THE PARK?
Like riding a bike. If you read a book about it, took a web based training about it…Can you ride a bike?
When you read a recipe do you actually taste the food? or Customer Service Sally
It’s like love, do you want to read a romance novel or “love somebody?”
Let’s love our Customers enough to talk to them. Let’s love our Trainees enough to give them what they need to know and then communicate to them with INTENTION.
It’s simple, it isn’t easy.
Create your training program in three parts.
1. Lessons, DATA, Definitions and Information
2. Classroom: Refresh the information and teach Communication with INTENTION to have your trainees “experience” the lesson. Role-Play and Practice listening, acknowledging the other person, speaking and commenting about IT and asking questions that move the conversation along.
3. Quiz and test and interact on E-Learning in small bits and pieces so learning can be incremental.
It can be done but remember Judy’s advice…Don’t CAVE on Communication, Sales, Customer Service or Retention…Take a STAND!
Call me and let’s talk about it.