Cut through the noise
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You can't have the same training in half the time. You can’t. But you can have better training in half the time. Getting to better training in half the time will certainly include design choices. But better training also requires a communication strategy at the outset that sets you up to develop better solutions. My Five A’s model will get you there; and, this article will address the first of the A’s – Appreciate. Let’s put the first A into context by taking a look at the 10,000-feet view of the model that I detail in Same Training, Half the Time:
Step 1: Appreciate Training is expendable. That may be difficult to accept, but it is true. Internal training teams are commonly a cost center, external consultants are an expense, learning events create opportunity costs by taking employees away from performing their jobs, and many courses and classes create no measurable improvement in performance. You can likely add your own reasons why training has been classified as expendable from your experience. For all these reasons, every time you receive a request to provide a learning solution, be thankful and begin your meeting by expressing your gratitude. It is helpful to keep in mind that the training sponsors had a choice, and they chose to consider training as vital. To show your appreciation for being asked to help, consider which of the following statements is appropriate to your situation.
The Appreciate step is about two forms of appreciation though—both gratitude and understanding. Having expressed a genuine statement of gratitude, you will want to learn as much as you can about what the requester envisions to develop your understanding – appreciation – of her mindset. Doing so will position you to inject Acknowledge, the next A, into the discussion. Gather information to develop your awareness with broad questions, such as:
As needed, ask clarifying questions in this segment of your discussion. What other questions will you add to this list? (Share them as a comment, below.) Only with a solid appreciation of the thought processes and events that led to the request, will you be ready to integrate Acknowledge into the discussion and then transition to Ask, and the remaining A’s. It sounds incredibly simple here and yet, in my experience, the two halves of Appreciate are rarely where scoping conversations begin. Set yourself apart by starting at the beginning; and in doing so, set yourself – and your project – up for success! For more on Appreciate as well as guidance on the four remaining A’s, worked examples of five scenarios, and worksheets for planning your use of the Five A’s on your next project, check out Same Training, Half the Time. ©2018 Kimberly Devlin, All rights reserved
35 Comments
Stephanie Rourke
7/15/2019 02:51:54 pm
This is a good reminder for myself personally. I tend to get word of a project, get excited by all the possibilities, and dive right in. I don't know that I say thank you enough.
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Sarah Nelson
7/18/2019 10:51:48 am
I was thinking the same thing! Opening with gratitude is a great reminder. I think usually I thank someone for the opportunity when I'm engaged and excited about a project, but this is a great reminder to make it a practice with all requests.
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Kimberly Devlin
7/18/2019 11:18:16 am
I know it helped me in years past with projects I was "less than thrilled" to be collaborating on that if the project or people were "easy" to do (or work with) the organization might not need to bring me in. It helped me find Appreciation viewing it through that lens.
Kimberly Devlin
7/16/2019 09:36:19 am
Stephanie - Thank YOU for that observation. Appreciation goes such a long way to building relationships--and that supports more effective partnerships.
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Alba Pazmino
7/17/2019 07:40:29 am
I am the accidental course developer that has been assisting for years. My multimedia and Microsoft skills and positive attitude has helped me grow along the way. Im very thankful when Im given a new challenge & I let my boss know. Because of gratitude shes become my mentor. This advice you gave is great & I will fwd it to my colleagues. Thnku.
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Kimberly Devlin
7/18/2019 11:24:43 am
You are in good company Alba -- many are! Fantastic that you have identified a mentor and are engaging in learning events to support your own growth. :-)
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Kimberly Hawkins
7/17/2019 12:25:58 pm
Showing appreciation is a great way to start building rapport and establishing trust with clients. Another question you might ask is "What Is your desired outcome?
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Alba Pazmino
7/17/2019 02:23:28 pm
Yes!! Definitely will be using this question.
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Kimberly Devlin
7/18/2019 11:15:23 am
Absolutely Kimberly! For me that comes in at "Step Three"--Ask--of the 5A's
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Amber Renee Dollar
7/17/2019 04:27:00 pm
I work with organizations that have already purchased training before I step in. I always tell them I am excited to work with them, but need to be sure to thank them for their investment too.
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Kimberly Devlin
7/18/2019 11:23:20 am
In such instances, Amber, clarifying questions will be your ally -- facilitative customization will make a difference in how the learning is perceived and received by participants.
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Kristen Renkes
7/18/2019 08:57:50 am
In conjunction with alternative approaches that have been considered or tried, I would be interested to know how employees feel about this training and their feedback provided for previous trainings. If prior approaches have failed, employees may feel that their preferred learning styles aren’t being acknowledged or that the root cause of their needs isn’t being properly addressed.
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Kimberly Devlin
7/18/2019 11:21:44 am
Yes Kristen! I will integrate this in "Step Four"--Apprehension. It is critical to raise the potential real world challenges to what otherwise 'looks good on paper.'
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Hector Benitez
7/19/2019 11:24:26 am
I am guilty of being very task-oriented with just about anything I am presented. Even in my personal life. My wife has many times started sharing something with me and I jump straight into "how do I fix this? Where do I go to make things better?" And after my initial response, I am usually reminded that all I needed was to listen, ask questions, and appreciate the situation. Work is no different. Before I start exploring alternatives and taking action, the first 4 steps would be highly beneficial for job better-well done. LOL - Is that an accurate term?
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Kimberly Devlin
7/20/2019 11:00:32 am
Hector,
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7/21/2019 05:22:05 pm
For the second half of Appreciate, the half that basically means Understanding, it seems like next questions to ask include:
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Kimberly Devlin
7/22/2019 05:03:54 pm
Critical questions Jeff! For me they come in at "Step Three"--Ask--of the 5A's
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Karen Jirik
7/22/2019 08:41:16 am
In a former company, the business sectors did not have to use the training department to support their needs. As a cost center, we were competing with external consultants and internal employees who would create their own training and “sell” it to the business. Showing appreciation and gratitude was very important to build relationships and repeat customers.
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Kimberly Devlin
7/22/2019 05:06:36 pm
Excellent! Excellent point Karen.
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Erica Terrell
7/22/2019 10:39:01 am
This is so true. I always make sure to thank my attendees for coming, but I've never thought to thank the person that brought the need for training to my attention.
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Kimberly Devlin
7/22/2019 05:06:09 pm
Keep up the good work with thanking learners, Erica. Extending that to your stakeholders and SMEs will be an easy addition for you.
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Marcie Law Musser
7/22/2019 10:39:02 am
I've always found that when I thank my SMEs or the people requesting the project for their time, I get a better response when I ask them for other things. Everyone is busy and overwork. Showing someone you appreciate their efforts goes a long way to building a good working relationship.
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Kimberly Devlin
7/22/2019 05:04:45 pm
...an investment in your future! Thank you Marcie.
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Rachelle McGowan
8/21/2020 06:58:42 am
I agree with this read. I also try to show gratitude and appreciation when working with my SME's. I am still fairly new to the company I currently work for and something that helped me start to develop a good working relationship was getting to know everyone first and what they do for the company. This has helped me tremendously to see how those here learn.
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Kimberly Devlin
8/21/2020 09:43:02 am
Relationship building is key to any successful project! Thank you for adding your strategy here.
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Aneisa
8/31/2020 02:49:49 pm
Very good blog post. Especially the part about expressing appreciation. That is so important, because in my experience training is one of the first things to be cut when budgets are tight.
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Kimberly Devlin
8/31/2020 08:46:10 pm
Excellent point Aneisa!
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9/2/2020 10:39:49 am
I love that this starts with being appreciative. It's so easy to do, but easier to forget to start with that appreciation up front rather than at the end.
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Kimberly Devlin
9/4/2020 09:03:13 am
Nice shift Karen -- and and easy "to do" too.
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Ginny Bennett-Helmick
9/2/2020 11:34:45 pm
Over the years, my role has expanded beyond a training facilitator to a resource for our contact center. I always express my sincere appreciation for the opportunity to help out on new projects and offer additional assistance in the future, even for projects I am not thrilled to be coordinating. My willingness to take on new challenges and work with multiple departments on overlapping issues has absolutely increased my knowledge of our processes, business and culture. I also have an easier time with training buy in because I have an established rapport with the participants.
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Kimberly Devlin
9/4/2020 09:04:08 am
So true! Thank you for sharing your experience.
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Justin Sochacki
9/3/2020 04:43:33 am
We have a huge number of vacancies in our organization, so I think this is a critical step to set the tone for the collaboration at the outset. Especially as new hires come into the agency and have this kind of first impression when they reach out.
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Kimberly Devlin
9/4/2020 09:04:56 am
What an opportunity to craft the culture of your organization moving forward! Thank you Justin.
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Ona-Lee Davis
1/20/2022 11:12:12 am
Some other clarifying questions that I would ask include:
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Kimberly Devlin
1/20/2022 05:22:16 pm
Yes! The post's list isn't exhaustive and you have made three nice additions.
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