Every new technology, every change in the market or even change in culture can affect your organization. With every change you undertake you need to be aware of the pitfalls that might occur.
Implementing a new CRM platform has a butterfly effect. It not only has an impact on the IT team or your customers, it also has a major impact on your sales- and service people. By nature, people are averse to change. They like things as they were and every change takes them out of their comfort zone. This often results in loss of productivity and money. Understanding these concerns at the start of your Salesforce implementation project can help you prevent them.
Professional training that is well structured and reflects the day-to-day operations of your staff will result in more confident users. Staff that is confident in what they need to do is more productive. On the other hand, a training that is not well executed can disrupt your organization and is detrimental to the productivity of your workers.
Here is an example of training that does not meet the standards of professional training.
How not to conduct a training
John needs to give sales training to a new batch of internal sales people. He is in fact the sales manager who brings in a lot of money, but he is not a trainer. His idea of delivering a training is to create a PowerPoint presentation with all the information the new hires need.
The day of the training, John arrives at the training room and greets his eager new staff. They are keen to learn and John is staring into their excited faces. He fires up his laptop and starts the PowerPoint presentation which was created for him by his assistant. He has no idea of what is in it but since he’s an experienced sales manager, he is sure he will be able to “wing it”.
The first three slides are not really a problem, introduction and agenda… what can go wrong with that? But then he clicks his pointer and the first training slide appears. It’s full of text, bullet points and headers. Since he hasn’t seen the presentation up front, he decides to read out loud what is on the slides since they cover everything. He turns his back to the class and clicks one slide after the other.
After ten minutes his audience is no longer eager and excited. They still listen to John read from the slides but nothing sticks. Five more minutes and they become bored. By the end of the session, none of the trainees know what they need to do to start their new job. And yet, John has explained everything to them in great detail.
What went wrong?
The problems which occurred during Johns training have nothing to do with John’s capabilities as a sales manager. But he is not a trainer, he didn’t know how to capture the audience’s attention and how to teach them something. And that was due to several factors:
- For one, he didn’t prepare for the session. If he had seen the presentation upfront, he might have made changes so that there was less text on the slides and more visual aids. He might have known what came next and would not have been limited by the text on the screen.
- Another factor was that John didn’t involve the class in the training, he just explained things. He had no idea if his message came across, if the trainees understood the material and he never asked if there were any questions.
- The third thing that could have gone better was his behavior in front of the room. He was stationary the whole time where studies have shown that moving about, pointing to things and even walking among the students has a positive impact on the ability to learn.
Being a trainer is a skill in it’s own right. As a trainer there are some things you need to take into account:
- The content needs to be clear and appealing. Examples work very well
- Engaging with the class helps to keep trainees focused. This can be in the form of questions and answers, small discussions and interactive exercises
- Always ask for feedback, this helps you as a trainer to avoid certain pitfalls
There were more things that could have been done better, but we will go into these in our next blog post. We will then show how successful training is done and help you avoid often made mistakes..