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