Designing Learning Sunday #1 - Is This Training or Coaching?

First things first. When deciding that you need to provide training whether it is a new initiative or rerolling something that you have always done, the first thing you SHOULD ask yourself is;

IS THIS TRAINING OR COACHING? IS THIS A TRAINING ISSUE OR A COACHING ISSUE?

You need to ask this question to determine if training is the answer to what you are trying to do.

When you are considering if training is needed, first consider what is supposed to happen when the training is over;

What is the expectation of your learners after training? Are they supposed to know something, have a new skill, be able to demonstrate a gained ability? Or, are you looking to address behavior or attitude?

If they are supposed so know something, have a new skill, or demonstrate an ability – training is needed.

If they are supposed to have a change in behavior or performance – coaching is required.

Here is why this is important to know. Training takes time. It takes time to design, time to develop, and time to implement. When your employees are training, they are not as productive or profitable as they can be. Yet, when training is completed your employee can demonstrate the knowledge, skills, or abilities they gained during training.

Coaching to address behavior or performance is resolved through discussion and conversation. During the coaching discussion, the next steps such as

additional or remedial training can be addressed. While both coaching and training build upon accountability, there is a major difference between training and coaching.***we will discuss training vs. coaching in greater detail in a future blog post*** A common misconception is that with more training you can improve anything, this can be true in several instances, but we MUST ALWAYS consider the expected outcome. It is widely assumed that training can be used as a behavioral adjustment tool in place of personal, or managerial accountability. When training is used this way, it can end up costing the company more in the long-run than if coaching were applied.

Training should be designed and implemented to provide knowledge, skills, or abilities to your employees. Take a look at the following situations for more context as to why establishing if what you need is training or coaching. Here is a situation;

1. A new product/menu item is coming out and each employee needs to know what it is, and basic questions about it when asked.

Is this a TRAINING ISSUE or a COACHING ISSUE?

This is training. We are sharing knowledge, and each employee will need to speak to it when asked about it.

Here is another situation;

2. You have a new piece of hardware being delivered, each employee will need to be able to successfully and safely use without issue.

Is this a TRAINING ISSUE or a COACHING ISSUE?

This is training. We are sharing knowledge and practicing a skill when using the hardware successfully and safely.

Here is another situation;

3. Recently, you have noticed that Roberto has been failing to complete all of his assigned job duties. There have been no changes in company policy or practices.

Is this a TRAINING ISSUE or a COACHING ISSUE?

This is COACHING. In this case, a coaching discussion with Roberto would be required to address his performance.

Final situation;

4. Customer feedback has recently stated that your company needs to improve the customer service that your employees are giving to your customers.

Is this a TRAINING ISSUE or a COACHING ISSUE?

This one is tough. Generally addressing declining customer service skills in an individual would require a coaching conversation to help get the employee back on track. However, if the overall scope of the issue is much larger than a single employee, then training to get everyone on the same page may be required.

The last situation is a challenge. If the decision is that everyone needs the information, then yes, it is certainly a training issue. If it is determined that the issue is isolated to one person or only a few, then coaching may be required. Let’s recap –

Training provides knowledge, skills, and abilities. Coaching addresses behavior and performance.

Another way to look at it is like this. If they need new information or practice, that is generally training. If your employees/learners require a conversation to determine what is going on, that is usually coaching. So, when deciding that you need to provide training whether it is a new initiative or rerolling something that you have always done, the first thing you SHOULD ask yourself is; Is this a TRAINING ISSUE or a COACHING ISSUE?

Next time we will discuss a Needs-Based Assessment and what it means. #crossroadlearning #alwaysbelearning #blogpost #isthisatrainingissue #isthisacoachingissue #trainingorcoaching

#desgininglearningsunday #sundayblog #crossroadlearningblog #blogpost #landforeveryone #learning #employeelearning #instructionaldesign