Working With Examples

How to Facilitate Engaging Training Sessions Working With Examples

Specific cased based examples are the best team training tool.  It allows the entire team to see the same picture.

  • I recommend NOT taking a case that went badly – these are not teachable moments for groups – they are fraught with danger
  • Building on a Win
    • When you get a great outcome from an angry client
  • Using Stand Alone Examples
    1. No one thrown under bus
    2. No emotional attachments
    3. No criticisms
    4. Fast to add to meetings
    5. Check the leader notes for background info to share, secret info that you can reveal as the discussion goes on, and the discussion points I recommend you bring out if they don’t appear.
    6. Prep your open-ended questions
      • What do we really want to make sure we don’t do to make this situation worse?
      • What could we have done to avoid this situation?
      • What do we want to AVOID here?
      • What are our goals?
      • What EXACTLY do we say to this person?
      • How would we, as a team, handle this situation?
      • BONUS: Re-arrange suggestions from the team to create your own step-by-step team plan. 
        • Take notes on a flip chart or whiteboard so everyone can see
        • Focus on the WHY for each suggestion. The goal is to drive understanding of concepts so people can handle a variety of different problems in the future
        • Give lots of praise for good ideas

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