Let’s say that you are training a class of service representatives or agents in a call center. You have two choices:
• Lecture through the process, possibly using flow charts, graphs and acronyms.
-OR-
• Guide the learners to understanding by asking questions about an illustration depicting the process.
Think about the questions you might ask about this illustration:
• How will you know you are receiving a call?
• What system sends the call to you?
• How should you answer when you receive a call?
• If the customer needs to get widgets for their business, who handles it?
• Who/what is listening to the calls?
• What is used to order widgets?
If you want individuals to learn the information by themselves, rather than having a group discussion, create a quiz that each learner completes while referring to the illustration for answers.
Asking questions, rather than lecturing, is faster and results in a higher level of learning.
Can you “let go” of lecturing and let learners learn?
© Linda M. Farley http://LMFarley.com LMF@onr.com
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