“Just give me the steps I need to know to get my job done. I don’t really care about why those are the steps or what else you can do with the software/tool/machine. I don’t care about your videos or your in-class training sessions. Just give me the steps in a nice neat printed list that I can use and let me get out of here.” Does that sound like one of your training classes? While I hope not, that attitude toward training has become increasingly prevalent.
We provide SharePoint training to what I sometimes call ‘reluctant’ users. These are users that were told they had to come to class because they are now responsible for their department or project sites. They never built a web site before in their lives and their only familiarity with on-line web sites is when they go to MSN to check the latest news, visit Facebook or go download their e-mail. Their approach to learning how to build web sites with web parts, content editing, approval workflows and page layout issues is a cross between fear, dread, and loathing. But now they sit in your class with arms crossed just waiting for time to pass. You can tell the ones pretty quickly. They are on their phone, not to text back what they are learning to their staff, but rather to play Candy Crush or Flappy Bird. Sometimes they are just sitting in the back of the room talking to their co-captives about where they can go eat when the class breaks for lunch.
Of course, not everyone falls into that category. Some people come to training sessions excited about what they are about to learn and anxious to implement their new skills when they leave. But those few people who really do not want to be there tend to ‘poison the well’. I tend to favor explaining the concepts behind how different aspects of the software system work so that people can adapt those concepts to new situations, often in ways that I would not have anticipated since I do not intimately know all aspects of their jobs. And these shining stars exist and it is for them that people who do training get the most job satisfaction.
However, over the years (and I have been teaching computer classes since the days of the TRS-80 and Apple II) there have always been those who want some kind of magic list of all the steps they need to do, complete with illustrations, for the very specific task they need to accomplish at the moment. Perhaps I’m a bit old-fashioned, but I consider this approach more of a one-on-one mentoring or custom training. I have even seen computer books written like cookbooks with step-by-step instructions on how to solve specific problems. However, these books do not help much when your problem falls outside of the narrow scope of the examples covered. Therefore, it is my opinion that it is not the goal of a general training class to provide a cookbook style set of instructions to using a programming language or a very generic piece of software such as Word, Excel, or even SharePoint.
I do recognize that times have change and different people learn in different ways. To that extent, I tend to encourage the use of a combination of classroom style training along with written documentation, whitepapers, websites, and videos. I also recognize that no matter what approach is used for an individual training class, those individuals that really do not want to be there will always find fault in something about the way the training was conducted. One might say the material covered was too general while the next person may say that it was too complex. Someone else may complain that the pace of covering the material was too fast for them to keep up while someone else may comment that they only got to the ‘good’ stuff by the end of the day. Some people protest when new functionality is introduced by using written documentation only because they are visual learners. Yet others at in-person class training lament that they could have gotten the same information from written instructions and would have been done in half the time and then they would have something to go back to later. We have even had people complain that videos of the training they are currently attending and can watch over and over again do not help them learn how to do their specific job.
I suppose the comment that bugs me the most is when people complement us on our training generally, but then follow that up with a ‘but’, such as, “The training was great, but it did not show me the exact steps I needed for my job.” So I sat back last night and wondered whatever happened to the need to learn fundamentals first so that the person could apply what they learned to any situation. You learn the fundamentals on how to drive so that you can drive on any road. Similarly, learning the fundamentals of how to play an instrument allows a musician to pick up any music sheet and learn to play that song. Of course, you could argue that merely knowing the fundamentals of a sport will not make you an Olympic medal winner. Simply knowing how to drive will not land you the poll position at the next Daytona 500. Nor will your ability to read sheet music make you the next pop super star. However, in all cases, a firm grasp of the fundamentals were a necessary starting point for those who do succeed.
So will I change the way I approach training software? Probably not substantially. I believe that approaching your job, if it is knowledge based, requires more than just the ability to follow a set of pre-defined steps. There typically is not enough time or infrastructure to support building the style of ‘cookbooks’ lists for each knowledge-based task that you might find in manufacturing tasks. In additional providing a combination of in-person training along with printed documentation and videos for every possible alternative is not always feasible, especially not for small organizations or teams. Maybe we need to place a greater emphasis on learning the fundamentals so we can apply that knowledge to whatever circumstance we find ourselves in. Perhaps that should also factor into our hiring practices by looking for people who show that they have been adaptable to changes and new systems in the past and have a demonstrated willingness to learn and succeed.