trouble in technology training
DESCRIPTION
Technology training for adults can be troublesome. This presentation explores 5 tricky scenarios from the tech training classroom, and suggests customer service tactics and training techniques to turn troubles into teachable moments. Originally presented live at the ALA 2013 conference.TRANSCRIPT
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Trouble in Technology TrainingTactics, Techniques & Teachable Moments
Crystal Schimpf, Program ManagerCommunity Technology Network@crystalschimpf
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TRAINING TROUBLE
SERVICE TACTIC
TRAINING TECHNIQUE
TEACHABLE MOMENT
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TROUBLE
TACTIC
TECHNIQUE
TEACH
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TRAINING TROUBLES
▰Left Behind Learner▰Address Unknown▰Attention Grabber▰Chatterbox▰Blame it on the Tech
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SERVICE TACTICS
▰Be a guide▰Anticipate needs▰Give thanks▰Just say YES▰Be honest
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TRAINING TECHNIQUES
▰Break away▰Be prepared▰Redirect & refocus▰Set expectations▰Improvise
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Meet Tina the Technology Trainer
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LEFT BEHIND LEARNER
1
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BE A GUIDE
▰Teach the system▰Explain the situation▰Give a referral▰Let them choose
1
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BREAK AWAY
▰Activity time▰Individual consultation▰Private conversation
1
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LEFT BEHIND LEARNER
BE A GUIDE
BREAK AWAY
LEARN THE SYSTEM
1
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ADDRESS UNKNOWN
2
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ANTICIPATE NEEDS
▰Don’t be surprised▰Have empathy
2
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BE PREPARED
▰Have a backup plan▰Focus on a solution▰Create practice accounts▰Give tips to help remember
2
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ADDRESS UNKNOWN
ANTICIPATE NEEDS
BE PREPARED
LEARN THE TOOL
2
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ATTENTION GRABBER
3
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GIVE THANKS
▰Appreciate input▰Value questions▰See the human
element
3
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REDIRECT & REFOCUS
▰Harness energy▰Ask for their help▰Engage others▰Take an activity break
3
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ATTENTION GRABBER
GIVE THANKS
REDIRECT & REFOCUS
LEARN TO HELP
3
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CHATTERBOX
4
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JUST SAY YES
▰Recognize motivations
▰Be flexible
4
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SET EXPECTATIONS
▰Explain the agenda▰Allow time for chatter▰Set boundaries
4
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CHATTERBOX
JUST SAY YES
SET EXPECTATIONS
LEARN BOUNDARIES
4
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BLAME THE TECH
5
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BE HONEST
▰Apologize▰Explain the situation▰Don’t be negative
5
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IMPROVISE
▰Have a backup plan▰Be creative▰Engage other learning
activities
5
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BLAME THE TECH
BE HONEST
IMPROVISE
LEARN ALTERNATIVES
5
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5TRAININGTROUBLES
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5SERVICETACTICS
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5TRAINING TECHNIQUES
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TEACHABLE MOMENT
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Contact me:[email protected]@crystalschimpfwww.ctnbayarea.org