The Ideal Solution

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How can you be sure that your solution is the aligned with the business outcome? What is the business outcome?  Furthermore, what is the root problem that is preventing the business outcome from being achieved?

There is a way to find out. When stakeholders come to you requesting training, like the characters in this video, use the PRIMED framework to ask questions that will reveal the business outcome and the root problem.

For instance, when a stakeholder requests customer service training, avoid asking a question that focuses on the assumed solution, “What kind of training do you want?” Rather, ask something like, “What first brought this need to your attention?” (Initial Indicator) Help the stakeholder think about the why behind the training. “Can you tell me a story that’s happening in the call center that illustrates the need for training?” (Real Stories), or “Is there anything in the workplace that could be distracting them from giving good customer service?” (Distractions)

As you listen to their answers, look for a measurable business outcome (customer satisfaction scores, increase in sales) and the root problem (staff is so overwhelmed by paperwork that they can’t focus on giving good customer service, sales people lack business acumen). Once these are identified, take the information the stakeholder gives you and use your KSA filter to determine the ideal solution.

If the root problem is a work environment or process issue (like staff being so overwhelmed by paperwork that they cannot deliver quality customer service), then the solution is to fix the process (repair broken systems, streamline processes, eliminate inefficiencies). Training is not the solution for these root problems. If, however, the issue lies on the right side of the filter, then the stakeholder who is asking for training is correct…training can affect the problem.

It’s important to identify what kind of training solution is needed: Knowledge, Skills or Attitudes, or a combination of these three.

Can the learner perform the desired behavior successfully if they are given a little guidance? If so, it’s probably a KNOWLEDGE solution. Often a job aid or visual guide accompanying the training will help learners change their behaviors without too much trouble.

Is it reasonable to think that learners can perform the required action without practice? If not, you’re dealing with a SKILL. Your training solution needs to include practice doing the skills learners are expected to do on the job.

Are learners asking “Why do we need to change the way we are doing this? The other way was easier!” Do they feel like their performance has no impact on the entire process? This is an ATTITUDE solution, which should explain the importance of the new actions they are being asked to do, the benefits to the learner, and an understanding of how they fit into the bigger picture.

Pump your stakeholder for answers that reveal the business outcome and root problem. Use your KSA filter. Offer them a solution that will actually work!