People LOVE a shortcut. Right!
We all want the answers to our problems in a one page list.
Start with the actions you want your client to take. Then build the tools to make that happen.
The steps are the same as usual;
- Your client
- That client’s problem/desire/need
- Their desired future state
- Solution (activity/actions) – target just one
So let’s look at an example.
- Your client –existing operational staff member (a general entry level or supervising staff member)
- Her/his problem/desire/need – Problem -new software implementation – no idea about how to use the new system
- Her/his desired state – confidence while using the new system
- Solution points may include;
- Change in codes list (old and replacement codes shown clearly)
- Cheat sheets showing old method alongside the new method to show changes
- Easy reference short manual
- Template to sit over keyboard to show shortcut keys
- Flow charts to show relationships between different pages/tool bars of the software
The problem/desire/need is not usually the point you teach to, but it is the thing your client recognises in themselves. You teach to solutions but you advertise or promote the training according to the problem and desired future state.
As content experts we can get a bit caught up in what we see as the client’s ‘real issue’ but if your client isn’t there yet. You need to use the language she/he uses to describe the current pain point.
The desired state is a clear picture of where your client wants to be.
Solutions usually relate to the ‘real issue’ and the shortcut ACTION you can help with.
So you could create some checklists, flowcharts, before and after one page cheat sheets, keyboard templates, posters with key messages or reminders.
Most training doesn’t happen in the training room. What are you creating that is mobile, transferable, and ready right when they need it?
Stay really focused.
Write the short cut as though you are talking to one person with this need/problem/desire.
Only include actions (where possible). The tools should sound more like “how to” than “why to”. That can be a hard habit to break.
It’s about moving your client into action, not teaching what you know.
You can see, from this one example, there are tons of one page short cuts you can create for your clients.
Use the tool supplied here to brainstorm your short cut tools your client could put into practice right now.Your shortcut worksheet
Now you have your shortcut tool, the purpose of the training session or workshop is to give some examples and some of the ‘why’. This is the content portion of your lesson. The content should only be sufficient to make sense of the actions you are suggesting.
Of course not all solutions can be implemented through a one page shortcut. Some solutions require more. But once you get started, I think you’ll be surprised how many actions you can simplify for your clients.