Breaking the Comfort Zone
“For the next hour we’re going to work on assessing customer needs by asking each other only open-ended questions. When we’re done, you’ll have a better idea of how this tool can help you understand what your customers are looking for, and how it can be a natural part of your rapport with them.”
From a development point of view, one of the worst scenarios you can encounter is an employee completely prepared to learn the wrong thing the wrong way.
Listen and adapt. Regardless of whether you’re facilitating the skills practice yourself or have delegated it to a staff member, a critical component of any training is to understand that everybody has different learning styles and preferences. The majority of adults fall into one of three primary learning preferences: by watching or reading (visual learners), by hearing directions (audible learners), or by doing (tactile learners). Some individuals learn through a combination of these methods, however one is always dominant. How might your own learning preference differ from somebody else’s? Don’t assume everyone is going to catch on the first time around. Be patient and prepare to offer support in a variety of formats to help everyone attain a standard level of competence.