Over the years I have worked on countless software rollouts that have made major changes to the way people work. Often these changes are driven by directors and managers who are not at the coalface and don’t completely understand what their workforce does.
As a result, when they communicate these initiatives to staff, they are not properly understood and end up being ignored. A frequent scenario is that people go into denial and this occurs because they are worried. They are anxious that learning a new system will make them look stupid, or worse that they will earn less money, their job will be downgraded or they will be made redundant.
It is against this backdrop that we are brought in. We learn the system, produce training materials and deliver training. We help to focus on the benefits that the new system will ultimately bring.
It is not uncommon for people to come to the training with a closed mindset, highlighting problems and obstacles, rather than being open to the possibilities.
So where do we go from here?
We start by assuaging their fears by giving clear, concise information. We guide and support them and we listen to them. We take delegates on a journey that not only includes face-to-face training, but critically also combines desk-side and webinar support, tips and tricks, and FAQs. We use different media depending on people’s individual learning styles.
In the process, we create links from the old way of working to the new that people can relate to. In short, we get ‘buy in’ to the new system by building relationships and gaining delegates’ trust.
One training course does not ensure an overnight “change in behaviour”. It can be step in the right direction, but learning needs to be reinforced and confidence built over a period of time and in a variety of ways, in order for learning to stick...
Valerie Merrill has over 25 years in training and has a wealth of experience and knowledge in bespoke and Microsoft software, her company partners with companies helping them to achieve their goals in learning and development. A Fellow of the Institute of Learning & Performance. http://www.merrillconsultants.com/