Trouble in Technology TrainingTactics, Techniques & Teachable Moments

Crystal Schimpf, Program ManagerCommunity Technology Network@crystalschimpf

TRAINING TROUBLE

SERVICE TACTIC

TRAINING TECHNIQUE

TEACHABLE MOMENT

TROUBLE

TACTIC

TECHNIQUE

TEACH

TRAINING TROUBLES

▰Left Behind Learner▰Address Unknown▰Attention Grabber▰Chatterbox▰Blame it on the Tech

SERVICE TACTICS

▰Be a guide▰Anticipate needs▰Give thanks▰Just say YES▰Be honest

TRAINING TECHNIQUES

▰Break away▰Be prepared▰Redirect & refocus▰Set expectations▰Improvise

Meet Tina the Technology Trainer

LEFT BEHIND LEARNER

1

BE A GUIDE

▰Teach the system▰Explain the situation▰Give a referral▰Let them choose

1

BREAK AWAY

▰Activity time▰Individual consultation▰Private conversation

1

LEFT BEHIND LEARNER

BE A GUIDE

BREAK AWAY

LEARN THE SYSTEM

1

ADDRESS UNKNOWN

2

ANTICIPATE NEEDS

▰Don’t be surprised▰Have empathy

2

BE PREPARED

▰Have a backup plan▰Focus on a solution▰Create practice accounts▰Give tips to help remember

2

ADDRESS UNKNOWN

ANTICIPATE NEEDS

BE PREPARED

LEARN THE TOOL

2

ATTENTION GRABBER

3

GIVE THANKS

▰Appreciate input▰Value questions▰See the human

element

3

REDIRECT & REFOCUS

▰Harness energy▰Ask for their help▰Engage others▰Take an activity break

3

ATTENTION GRABBER

GIVE THANKS

REDIRECT & REFOCUS

LEARN TO HELP

3

CHATTERBOX

4

JUST SAY YES

▰Recognize motivations

▰Be flexible

4

SET EXPECTATIONS

▰Explain the agenda▰Allow time for chatter▰Set boundaries

4

CHATTERBOX

JUST SAY YES

SET EXPECTATIONS

LEARN BOUNDARIES

4

BLAME THE TECH

5

BE HONEST

▰Apologize▰Explain the situation▰Don’t be negative

5

IMPROVISE

▰Have a backup plan▰Be creative▰Engage other learning

activities

5

BLAME THE TECH

BE HONEST

IMPROVISE

LEARN ALTERNATIVES

5

5TRAININGTROUBLES

5SERVICETACTICS

5TRAINING TECHNIQUES

TEACHABLE MOMENT

Contact me:crystal@ctnbayarea.org@crystalschimpfwww.ctnbayarea.org