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Best Training Practices
Will Kenny
3927 York Ave N
Robbinsdale, MN 55422

Can You Speak In Your Clients' Tongues?

could you rattle off the mantras/missions of your internal clients?

(reprinted from The Training Tipsheet)

If you asked your training staff for a quick statement that captured the essence of what your training function does for your company, could they deliver?

There are many labels for that kind of instant summary, that distillation of the essence of your work and your value to the organization. It might be a mission statement, or what the marketing/sales people call an elevator speech. Some people talk about a mantra, or even a logo, an oral logo rather than a visual one.

Whatever you call it, in a few sentences at most, it describes why your company is better off having a training department, how you contribute. Everyone on your staff should be able to express that essence at the drop of a hat.

But don't stop there.

Can you similarly express the essence of each of the other departments or functions to whom you provide training services? Can you quickly state what they do, whom they work with and for, how they contribute to the success of the company?

The value of your own mission statement, mantra, or similar distillation of what you do is that it is portable, and can be ever-present. It is compact enough, yet comprehensive enough, to memorize so you can always refer to it when making decisions about how to conduct your business.

Learning the mantras, missions, contributions of your internal clients -- or creating these statements about them if they have not already done so -- similarly gives you a portable reference point to guide you in your interactions with your clients. That level of understanding can help you recommend better design and delivery decisions, especially when you are thinking on your feet and answering client questions.

The better you understand your clients, the better you will serve them. Craft statements for each of your major internal clients, and insist that your staff review those statements before meeting with clients, before delivering training to client staff.

That will forge a connection between your work and the client's work that will enhance the impact and value of your training.

© 2013 Best Training Practices -- Will Kenny

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