Coaching skillsTraining Users and Customers

A training situation is everytime you need to explain something (technical) to an IT user or an IT customer. Examples : Formal training session, Onetoone explanation of an IT procedure or a user guide, Explanation of what you are doing on a IT user customer PC (when solving a problem or installing a software for instance), Recommendations made to an IT user customer on how to use their PC andor an applicationstools, Explanation about the IT services you provide to a client. Your Own Examples : Client may ask…

PNV Professional Life Coaching skills Training Users and Customers

• OBJECTIVES OF THE SESSION

• HOW TO PREPARE A TRAINING

• HOW TO TRAIN USERS AND CUSTOMERS

• ROLE GAME

• OBJECTIVES OF THE SESSION

• HOW TO PREPARE A TRAINING

• HOW TO TRAIN USERS AND CUSTOMERS

• ROLE GAME

Agenda

– To be able to prepare and conduct a client-oriented “training”.

– To be able to have a client-oriented approach as an :

 IT technician towards other employees,

 IT seller towards customers,

 IT support member towards customers and other employees

• OBJECTIVES OF THE SESSION

• HOW TO PREPARE A TRAINING

• HOW TO TRAIN USERS AND CUSTOMERS

• ROLE GAME

Agenda

Training Situation

• Definitions :

– A training situation is everytime you need to explain something

(technical) to an IT user or an IT customer

– Examples :

 Formal training session,

 One-to-one explanation of an IT procedure or a user guide,

 Explanation of what you are doing on a IT user / customer PC (when solving a problem or installing a software for instance),

 Recommendations made to an IT user / customer on how to use their PC and/or an applications/tools,

 Explanation about the IT services you provide to a client.

– Your Own Examples : Client may ask…

• Before doing a training or explaining something, what do

you have to ask yourself? :

When What

How

needs to be communicated?

should the message be delivered?

best to communicate the message?

Preparation (Who) 1/2

Who needs to receive the message?

• Identify your target audience, their needs and level of IT

 You will avoid too technical words for users or customers who are not familiar

at all with the topic:

Preparation (Who) 2/2

-If the user/customer is not expecting your visit, you’ll have to explain

him before, why you are here and check if he/she is available:

 « Your manager asked me to install this software on each PC in this room It will only take 15 minutes Are you available right now?

Let me first explain you what is this software »

Have a « client-oriented » approach

Preparation (What)

What needs to be communicated?

• Clearly define the scope of your training / IT explanation:

– Identify the objectives of the training/explanations.

– If needed, have these objectives confirmed/validated by your

manager

– Don’t plan to present something that is not linked with these

objectives :

 Don’t confuse your audience with non useful information.

– Check if what you’ve planned to present is reaching all the objectives

you identified

Preparation (When)

When should the message be delivered?

• Identify the level of urgency of the training / IT explanation :

– Urgent : problem solving/troubleshooting, urgent installation

– Not urgent : planned installation or update, explanation of IT concepts or procedures

• Define the time allocated to your training / IT explanation :

– Do you have an allocated time?

 Example : you are asked by your manager to make a 2 hours training on the use of the network administration tool for new hired IT staff in the company.

– If not, according to the audience and the topic you have to cover, estimate the time you will need and check if the user/customer will be available during this lentgh of time.

Preparation (How)

How best to communicate the message?

• Based on the answers to the 3 previous questions, decide

how you will do your training or deliver your IT

explanations to the user / customer :

– Based on paper documentation (powerpoint presentation, IT

procedure )?

– Only oral training / explanation?

– At the user / customer desk?

– In a dedicated training room ?

–

Preparation Tips

• You may not have all the answers to these questions

Ask your manager and/or colleagues for more information !!

Exercise: Preparation

• For each of the following situations answer the 4

questions (Who, What, When and How) :

The Director of

your company

doesn’t know how

to sort the data of

a sales reporting

file (Excel) by date.

Your manager asks

you to explain

him/her how to do

Who  level of knowledge of the user?

does the user expect your training

Exercise: Preparation

• For each of the following situations answer the 4

questions (Who, What, When and How) :

A new e-mail tool

Who  level of knowledge of the user?

does the user expect your training

How  use of documentation?explanation/training at the desk of

the user? Or in a dedicated room?

– Customer = Client : individuals or companies which may buy a product

(service and/or goods) from your company

– Client oriented approach or customer orientation:

 the set of beliefs that says that customer needs and satisfaction are the priority of an organization

 Customer orientation places an emphasis on listening to customers, assess their needs and deliver the best value or best services.

General Training Tips

• OBJECTIVES OF THE SESSION

• HOW TO PREPARE A TRAINING

• HOW TO TRAIN USERS AND CUSTOMERS

• ROLE GAME

Agenda

Training Tips: Apply Communication

Skills (1/3)

– Facilitate the understanding of your message:

 Plan, organize, and structure your communication (Introduction, body, and conclusion)

 Use simple, concise, and factual words or phrases to say and explain,

 Avoid using too many jargons or too long and complex sentences,

 Make sure that the information is not too long and not too short (lack of information)

 Make sure that the receiver understands what you are saying:

 You spend more time on complicated points and use more than one way to explain,

 You can ask your listeners if they see your points,

 You can repeat or debrief what have been said at the end of talk.

Training Tips: Apply Communication

– Make sure that the words and attitude used fits with the receiver

status or position

 Formal or informal communication: depends on the receiver

– Choose appropriate time for your talk

Training Tips: Apply Communication

Skills (3/3)

• Develop your speaking skills:

– Do not speak too fast or too slow,

– Be careful with the volume of your voice (do not shout, and do not

murmur)

• Use nonverbal communication to improve your oral

communication skills:

– Keep eye-contact to the whole audience,

– Smile to the audience,

– Be careful with your posture:

 Sit or stand erectly,

 If you sit, do not sit with cross legs,

 Avoid putting your hand (s) in your pocket, cross your arms or put your hands behind you back.

– Dress appropriately,

• OBJECTIVES OF THE SESSION

• HOW TO PREPARE A TRAINING

• HOW TO TRAIN USERS AND CUSTOMERS

• ROLE GAME

Agenda

Role Game Instruction

• Organizing the groups

– Keep the groups organized during the “IT Procedure” module– 2 members of each group switch with 2 members of another group.

• Role game

– 1 trainer, 1 trainee, 2 observers– Each student explain one procedure to the members of the other group

– Observers make an assessment and communicate the comments to the other team members

– After students exchange their roles: the 2 observers are becoming

Role Game

between the first and the

second round of the role game?

Any questions?

If no more questions, please remember:

• You & the client are equals

• Plan your training strategy beforehand: Setting training

goals, Assessing end-user needs, …

• Some basic messages to be delivered:

 The purpose of the product

 Tasks the user will complete with it

 How it differs from previous products (if applicable)

 Common problems users may encounter

Thanks for your attention!