Ask, Not Tell

This post is a bit off the blog topic i.e. Training / Facilitation / Presentation. It is more about communication in general, or communication in the selling environment to be more specific. Do allow me to share it here cos what happened was really interesting.

Other than being an in-house trainer, I manage the overall personal / soft skills training offerings for the Bank in China. Recently, I was asked to meet up with an external vendor together. I heard about the firm before. They are expensive but feedback from their learners has been very positive. In particular, I heard from the others that the one we were going to meet was a wonderful trainer and coach. Let’s call him Ken (a fake name) . I looked forward to meeting up with Ken a lot.

From my observation in the meeting, Ken is real strong in his communication skills. He is very articulated when he speaks – clear both in terms of voice and mind. Very professional and convincing appearance. Strong background as well. I learnt quite a bit from his strength in the meeting. On the other hand, I also learnt from something which he could have done better: Read more

• Course: A series of class
• Date: 11, 24 May 08
• Location: Shanghai, China
• # of Learners: over 40
• I am feeling: Enjoying

Our Bank recently launches a training program together with the Fudan University – one of the oldest and most popular universities in China. I am responsible for the overall curriculum and I also deliver some sessions.

For me as a trainer, I find the delivery experience very pleasant. The Fudan students are ideal learners. They are passionate about your content – they completed their pre-course work, they participated actively in class, and they asked good questions.

• Course: A 2-day presentation class
• Date: 12-13 May 08
• Location: Shanghai, China
• # of Learners: 7
• I am feeling: ‘Shaken’

This presentation class slot was actually started in Feb but was halted in the middle owing to my daughter’s birth. We have spent around 2 hours together in Feb before I left to the hospital. We arranged a replacement class slot for the learners last Monday.

I felt that I knew the learners quite well. After all, we have already spent around 2 hours together. And I also received a few emails from them asking about my newborn. In addition, the learners are all from the same year of graduation program. In other words, they know each other very well. As such, I decided to go straight into the class content, without running any ice-breaker in the beginning.

I was wrong. Read more

• Course: A one-day workshop
• Date: 6 May 08
• Location: Shanghai, China
• # of Learners: 20
• I am feeling: Bad

I was co-facilitating a one-day workshop last week with another facilitator. We only managed to meet up the evening before for me to learn in details the workshop from my partner, who has modified the workshop herself. In the spirit of ‘PREPARATION’, I tried my best to think through her new design. I was not very sure about the ice-breaker. It seemed to me the instruction would appear to be unclear to the learners. However, since she has run it before and I wanted to be polite (not changing other’s design), I was thinking to give it a try. In addition, I had limited time to prepare anyway.

My session on the ice-breaker turned out to be bad. Learners were confused of what they need to do. It was bad. I hate the experience. My fault.

My learning – I need to be 100% comfortable with the design myself. I should first clarify more. I could be uncomfortable because I do not understand the design well enough. If I am still not happy with the design, I got to insist to change it, no matter what. Limited time is not an excuse. Make time. After all, learners will only blame David Yau who gave unclear instruction. They could not separate the responsibility of design and delivery.