This tool also addresses some other issues that may surface- such as learner resistance- in delivering the training solution. This checklist is a perfect first response to the manager who calls in to say “My team needs training on customer service skills”
- What is the performance problem you are experiencing?
- What are the symptoms that led you to believe this was a problem?
- Who are the training participants?
- How long have the training participants been on the job?
- What is does their typical day look like?
- Why do you think this is a training issue?
- Have they ever been able to do it in the past?
- What organizational factors might be playing a role?
- What training exists already?
- What training have the learners had in the past?
- Do the training participants think they need training? (Now? For this problem?)
- What if you don’t train them? What’s the worst that can happen?
- How will training need to tie to business goals?
- What’s most important to you (the manager): Time, speed, or money?
- What resources are available to help with this training initiative?
- Who will give their signoff/blessing?
- How much access will I have to the subject-matter expert?
- What’s the life expectancy of this course?
- How will the training be reinforced after it’s over? are there any supporting courseware?
- How will you know when the problem has gone away? What do you want to see change/done differently?
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