Comments on: From the Road: What Happens in Training, Stays in Training

By: Corliss

Corliss — Thu, 05 Nov 2009 01:30:27 +0000

Although geographically impossible for some teams, I do my “training” (really development) for a few hours a week over time, depending on the extent of the engagement. That way I can build on knowledge and give them time to practice in “real life” and share that experience and get feedback. Because this process is done over time, I also schedule a session mid-way and at the end WITH THEIR MANAGER! I tell managers exactly what they are learning so they would know the language and be able to support their efforts and give me feedback on the application of the “soft skills” they were learning. It also did an accountability number on the participants because they knew I was meeting with their manager. Result? Changed behaviors! In a month! Everyone was thrilled and happy but no one was more thrilled than HR Momma, who had guaranteed their satisfaction or their money back! Whew!

By: Deb D'Aurora

Deb D'Aurora — Wed, 04 Nov 2009 16:10:00 +0000

We have created a 3 hour follow up course using the articles “Silence Kills” and “Dialogue Heals”. This course has contact hours associated with it as an added incentive for attending and is held in our health care seting so clinical providers hear the research about their own profession. We then spend the majority of the class practicing conversations using scenarios they bring from their own experiences. As a facilitator it keeps us on our toes to never know what will come up but the real “Hot potatoes” get worked out by the group and it proves very meaningful. Participants are then encouraged to retake the “Style Under Stress Survey” online and follow the recommendations for skills they need to practice. We also provide the audio CDs and encourage the use of these when the survey results are reviewed. Our outcome data shows it’s working!

By: Stuart Moring

Stuart Moring — Wed, 04 Nov 2009 14:37:28 +0000

We had customer service training for supervisory staff about 4 months ago. Periodically I do a Department Update that goes to all staff, and try to pick out one or two of the key points to emphasize. Then I will pose a customer service question, and give a prize, like a Target gift card, for the first (or the most, or the best) right answer.

By: Barb Sandvick

Barb Sandvick — Mon, 12 Oct 2009 21:42:25 +0000

Implementing what is learned in training seems to be a big hurdle for a variety of reasons. I believe that our employees who attend training really do intend and want to use new tools to increase their performance. Unfortunately trying to do more with less and returning to work groups that have not been to the same training quickly drains their best intentions. Here’s a couple of things we’ve tried:

1. After a class like Crucial Conversations, we send an email to attendees each week for 2 months. The email is short and prompts them to remember and use one of the CC tools. Then the next email reminds them of last week’s email tool and adds another tool and encourages them practice. The emails were set up with future delivery dates, so once created didn’t require a lot of administration.

2. Participants in our Leadership Development Program are expected to complete a very simple form we created. The form asks them to identify the class, the facilitator, dates attended, and to describe the 1 or 2 best nuggets they took from the class and how they plan to implement those nuggets. They share the completed form with their coach, supervisor, and program internal resource person so they can talk about what they learned and help hold the attendee accountable.

These things have helped a little but haven’t had quite as much impact as I’d hoped. I’d love to hear better ideas. I think it’s very important that we increase our training ROI, and I also see how employees struggle to put the things they learn into practice. Any new ideas would be appreciated.

By: Barbara Deol

Barbara Deol — Fri, 09 Oct 2009 15:25:01 +0000

I think that to encourage participants to continue training after they have left the training, is the way that the Advisory Board leadership academy does it. They have a list of questions and application scenarios that help the participant apply what they have learned. Also to give the participants a partially completed certificate and ask their employer to assist in getting the rest of the work done… application or post test. That might help with the application of the concepts.

By: Carol Bridges

Carol Bridges — Thu, 08 Oct 2009 18:13:59 +0000

I, along with a few colleagues, have been doing 2-day Renewal sessions with our employees. Near the end of day 2, we have a module called “Aligning our Work” which gives participants an opportunity to partner with 5-6 colleagues who have also been in the training and create a single poster (per table) that depicts “what will I do differently when I leave this training”. In other words, their action steps. Then each table presents their posters to the entire group, they are usually very colorful, creative, and heart-felt. It’s a wonderful exercise and the participants are in control. We encourage them to take the posters back to their depts., or have recently begun scanning them and sending them all back out to the group.

By: Oliver Konarkowski

Oliver Konarkowski — Thu, 08 Oct 2009 17:21:23 +0000

Hi Steve,

I wanted to take a moment to respond to your inquiry regarding skill application after the workshop. We too struggled with the notion of how do we make these skills part of a person DNA vs a 2 day skill dunk. We looked at all the tools VitalSmarts has to offer ie. Book, Contract Cards, Audio CD’s and Mastery Mission and decided to leverage those during the program and sell the need for participants to carve out time during their week to review the content and practice using these tools.

While that was a start we needed to do more. We began by delivering the workshop to intact teams. At the end of the program we provided team leaders with questions they could use to facilitate discussion during monthly Staff Meetings to discuss how each team member has used the skills ; what has worked, where are they struggling.

We took it one step further and entered the Web 2.0 world by developing a Crucial Conversations Roundtable. This 1 hour webinar was a social network for all past Crucial Conversation company participants to share best practices, hurdles and to talk openly about some of the skills again.

Feedback has been tremendous and we consistently get e-mail examples of how participants have been using the skills to improve their business results.

While we continue to look for ways to help participants make the skills real and allow them to test drive and practice, we certainly have found this approach to increase sustainability.

By: Nic Stevens

Nic Stevens — Wed, 07 Oct 2009 21:03:21 +0000

When I do Crucial Conversations and Crucial Confrontations, I ask participants to write in the inside cover of the participant’s book “WAYS TO PRACTICE”. I keep a flip chart of the wall (titled the same).After lunch on day one, with candy in hand, I ask for examples of ways to practice that I’ve mentioned in the morning. Each correct respondent gets a piece of candy. We collect ways to practice during the rest of the course. Examples are:

Share Participant’s book
Share Authors’ book
Use plastic case with cards
Keep one page info sheet near by
Put CD’s in car when commuting
Utilize Team Application at end of each principle
Utilize Team Review at beginning of new principle
Staff meeting agenda item to include one aspect of either course
Teach someone a principle weekly
Find a learning partner
Work on your Acid Test
Visit VitalSmarts web site
Read CRUCIALSKILLS weekly email
Sign up for Mastery Mission
Observe others in a crucial conversation and pick out what is done right/wrong
Ask “Is that a fact or a story?” frequently
Encourage the team/others to take the Silence/Violence self-assessment

With sometimes more that 20 different ways to practice, my “Angela’s” come back from “Vegas” big winners.

Additionally, my colleague Ed Archangel and I are doing short videos to be viewed on our company’s intranet. Employees can tune in and watch us have an altercation, then watch us work it out using the appropriate Crucial skills and have us explain how we did it. Nothing stays in Vegas here.

By: Carol Eastwick

Carol Eastwick — Wed, 07 Oct 2009 21:02:33 +0000

For multi-session workshops, I give Learning Activities at the end of each session and ask participants to use the tools they have learned once they are back at work. In the subsequent session, they report their successes (other participants congratulate) or failures (class looks for solutions). This helps the participant to change their behavior by using the new tools and by getting kudos for having success. The other classmates gain by helping to find solutions if the new tools “failed”.

Bottom line…all participants are involved in doing, learning and training, which helps to change habits and existing behavior!

Single session training presents more difficulties since using new tools requires changing. One instructor on time management helped to solve this dilemma by emailing participants weekly and then monthly for 3 months to see if the participants were using the new tools.

By: Anderson Y.

Anderson Y. — Wed, 07 Oct 2009 19:52:17 +0000

What helps me after the Training is to listen to the 6 CD’s in the car. I have listened to the CD’s many times and will listens to them when there is an important matter to attend.

Listening to CD’s will keep re-introducing the subject matters and slowly it can prompt application thoughts about current and upcoming issues. With a clear idea of an approach is the time to venture forward and apply what was learned. This is a lifelong effort which is never perfect, but can be rewarding. Nothing ventured is nothing gained.

I have enjoyed the benefit of applying the course with my family, friends, and on the job. Thank you for the course.