One of the most important aspects of a successful, long-lasting training programme lies in the ability of every learner to buy into the reasons behind their learning journey to give them the motivation to take part. In order to have impact and persuade each one to engage with the programme every step of the way, it’s imperative to provide a meaningful rationale for engagement and participation up front; a clear pathway and direct link to the benefits each person and team will gain when they dive into the training with enthusiasm and commitment.
“Yes! I’m in.”
What you want to see and hear when people step up to their training is an emphatic “Yes, I’m in. I get this and it’s going to make a real difference to me and everyone around me – I want to learn how we can make our daily working lives better and easier. And I want to keep learning”.
Make it believable, meaningful and bring the benefits to life for all
Here at MGI we call this creating the believable case, and it’s the foundation stone of every tailored Learning Journey our experts create in our Mindset, Actions & Language Toolkit. It gives a clear and complete answer to any underlying questions that could be a barrier to learning, such as: “What does it mean to me?”, “Is it worth it?” and “What will I get out of it?”.
The most successful customer service training programmes bring to life the purpose and benefits to each individual of working together to deliver great service to customers every time. Making the case credible, plausible and realistic from the outset means every learner can swiftly choose to join in with confidence and commitment.
The case to engage with the training must be meaningful and really resonate with the learner; perceived by each learner as having true significance, purpose and value, and therefore ultimately worthwhile and an activity that they are happy to invest time in.
Research and identify what’s important
To ensure the believable case is truly believable and gives clear reasons to engage with the training, it is important to understand the reality of working at all levels of the organisation, the goals for each area and what gets in the way. In our experience, for a company-wide programme to improve customer satisfaction, the reasons that the senior executives have to engage with the programme can be very different to the reasons that will resonate at the frontline. Through an appropriate diagnostic process, you will identify critical information that will help shape the believable case, to address challenges and issues faced at all levels and tailor the learning.
Through this tailoring, it is possible to provide true meaning and ensures that every learner gains the necessary skills required to achieve the overall goals and outcomes of the training programme.
Relate it to everyday scenarios and goals
Creating a meaningful rationale for the training and clearly linking it back to everyday scenarios and outcomes specific to the organisation and each employee provides powerful, personal benefits that everyone can relate to. Demonstrating clearly how the new skills can be applied in these everyday scenarios brings the learning to life. Workshopping the use of the tools to address challenges that people face every day is a powerful way to get immediate engagement and demonstrate value.
Communicate the rationale for the training upfront
Clear, upfront communication of the positive goals and outcomes that will result from engaging with the training is key to ensuring buy-in from all participants . This will ensure every learner approaches their training with confidence, motivation and commitment so that their newfound skills can become a way of life for them, and fully embedded in the culture of the organisation.
Find out here how MGI’s Mindset, Action and Language Toolkit can empower your teams to create positive, high trust cultures in which to thrive.