How I Create Scenes for My LinkedIn Learning Courses

Note: This post originally appeared on LinkedIn.

One of the great things about training videos is the scenes where actors play out a customer service scenario.

It helps provide viewers with a more concrete example of concepts being shared. 

A common complaint for many training videos is the scenes are unrealistic and cheesy. I've seen plenty of those myself, so this is always in the back of my mind as I work with film producers at LinkedIn Learning to create scenes for my training videos.

Here's how I create scenes for my courses.

Filming a scene for the Customer Service Foundations course.

Step 1: Start With Something Real

My scenes are based on situations that have really happened.

I like to think of examples that highlight the concept I'm trying to share. It could be from my own experience as a customer, the many jobs I've had serving customers, or a story someone else shared with me.

For a segment on identifying customers' emotional needs, I thought back to the time I was a customer service manager for a catalog company that sold collectibles. Some of the angriest customers were people who ordered something as a gift, only to receive an item that was different than what was expected.

So for this movie, I wrote a brief dialogue based on that experience.

[scene: A contact center employee is talking on the phone with a customer. The customer becomes angry when the employee offers to do an exchange.]

Employee: "I'm so sorry to hear we sent the wrong item. I'd be happy to help you do an exchange and send out the color you ordered."

Customer: An exchange?! I was supposed to give it as a gift tonight. I can't do anything with this!

[end scene]

Here's what it looks like on film (the scene starts at :31):

Step 2: Pick a Setting

The setting for a scene can have a tremendous influence on its authenticity. 

Here I start with a few general ideas and then share them with my producer at LinkedIn Learning. The producer works with the production team to create the right set, cast the scene, and ensure everything can be filmed on time and on budget, so there's a lot of collaboration at this point.

Sometimes, my ideas are easy to execute. The contact center set used in the video above was the same one used for my course, Phone-Based Customer Service. (Fast forward to 2:11 of this video and you'll see the same set, shot from a slightly different angle.)

Other times, the producer will make some suggestions to find a setting that's easier to build or perhaps will show up better on video. 

I originally wanted to do a scene at a movie theater snack bar for my course on Working with Upset Customers, because I had seen a customer get unreasonably angry in that setting. The producer I was working with suggested a coffee shop setting instead, because that set was already built. 

It was a great suggestion, especially because I've seen people lose it in coffee shops, too! Here's a video using that set (the scene starts at :59):

Notice the video also focuses on emotional needs, but the scenario is different than the first video I showed you. There are often overlapping topics between my courses, so I try to put a slightly different spin on it each time.

Step 3: Cast the Scene

Good acting can make or break the authenticity of a training video scene.

This step is almost entirely in the hands of the producer I'm working with. As a writer, I like to give my producer a general idea of what each character might be like without getting too specific, since there's a lot of diversity in the customer service world. 

The producers at LinkedIn Learning have extensive experience casting for training videos, and I've really been impressed with the choices they've made. The actors in my training videos are consistently talented and professional, and they do a great job bringing the script to life!

Of course, there are times when our production schedule, budget, or some other factors requires some creative casting. The contact center agent in this scene is actually my producer for the course, Sam.

Filming a customer service training video on a contact center set.

Step 4: Build the Sets

The LinkedIn Learning production team does a terrific job building sets for various scenarios. 

We will sometimes have a conference call or exchange photos of different ideas to make sure we're on the same page, but I've learned to trust the process. Here are behind-the-scenes photos of the four sets we used for scenarios in the Customer Service Foundations course.

Reception Area

Filming a customer service training video on a reception area set.

Retail Store

Filming a customer service training video on a retail store set.

Contact Center

Filming a customer service training video on a contact center set.

Living Room

Filming a customer service training video on a living room set.

Step 5: Film the Scenarios

One of the really fun parts of creating a training video is being on the set when the scenes are filmed.

I've worked with several film directors at LinkedIn Learning and have been really impressed at how they put cameras in just the right place, coach the actors through the scene, and capture just the right moments. 

My role on the set is mainly as an observer, though I'll occasionally provide the actors with some suggestions or clarification around the dialogue. The goal is always to make it come out as realistic as possible.

You can see a few more scenes if you fast forward to 1:47 of this video:

Four Customer Service Skills You Need to Have

LinkedIn Learning has just released a new edition of my Customer Service Foundations course. It's a training video designed to help people learn the fundamentals of service.

Creating a course like this requires some tough decisions:

  • Which skills are most important and must be covered?

  • How in-depth should each skill be addressed?

  • Which skills are useful, but best saved for a separate course?

These decisions are critical. Include too much content and learners can get overwhelmed. Include too little, and learners won't get enough value. It has to be just right.

I based my choices on extensive research, interaction with thousands of customer service professionals, and a bit of trial and error.

Here's a list of the top four skills I think every service professional needs.

On the set filming Customer Service Foundations. From left to right: Jeff (Director), Jeff (me), Sam (Producer), and Rob (Production Lead).

On the set filming Customer Service Foundations. From left to right: Jeff (Director), Jeff (me), Sam (Producer), and Rob (Production Lead).

Vision

If I had to pick just one customer service skill, this one would be it.

Having a vision means understanding and articulating a desired positive outcome for the customers you serve. An IT service desk professional I worked with once described his vision by saying, "I used to say I fixed computers; now I realize what I really do is help people get back to work."

That change of perspective from transactional (fix computers) to a positive vision (help people get back to work) can dramatically alter how you approach service.

I've noticed that people who have a strong customer service vision tend to figure out the other skills they need pretty quickly. Those who don't often find themselves stuck.

It's great if your company already has a customer service vision statement to follow. If not, you can create one by taking the Thank You Letter Challenge.

 

Rapport

Service gets easier when we can build rapport with the people we serve.

It helps us create a connection and develop a sort of shared kinship where we both take responsibility for making the experience a great one. 

In one study, I discovered customers who mentioned an employee by name in a survey were 1.5 to 4 times more likely to give a top score (5 stars, etc.) than a negative one.

Introducing ourselves and sharing our name is a skill you already have. You can add to your rapport toolkit by learning the five question technique. Here's a video explainer:

Listening

Most people are pretty good at listening—when they put their mind to it.

The challenge is we often face unseen obstacles that discourage us from using our listening skills. Here are just a few examples:

  • Being in a hurry makes us instinctively want to listen less.

  • Multitasking makes it more difficult to listen.

  • Judging the other person makes harder to truly understand them.

Elite customer service professional prioritize listening to customers. And they don't just listen for the customer's rational needs, they try to uncover the emotions behind it.

One study surveyed airline passengers who experienced a flight delay or cancellation. The single issue that drove the most customer frustration was not the service failure itself, but the way it was handled.

Here's a short video that shows you how to identify emotional needs.

Problem Solving

Must of customer service comes down to our ability to solve problems. This gets easier if we've already mastered the first three skills:

  • Vision focuses our desire on a positive outcome for the customer.

  • Rapport makes customers more open to our ideas.

  • Listening helps us better understand what customers really need.

Of course, we've all been frustrated as customers by nagging problems that just can't seem to get solved. Often the missing element is ownership.

Many people confuse ownership for blame. They worry about being responsible for causing the problem, so they try to avoid it.

What ownership really means is taking responsibility for solving the problem. Here's a short video from the course that explains it.

Take Action!

Here are a few action items you can implement right now!

  1. Try implementing each of these four skills.

  2. Share which skills are on your Top Four list.

  3. Take the full Customer Service Foundations course.

You can find the course on LinkedIn Learning. You'll need a subscription, but a free 30-day trial is available.

How to Get the Most Out of Training Videos

The battery on my solar-powered keyboard died a few weeks ago.

Naturally, I searched YouTube for a video on how to replace it. A short video helped me learn how to remove the old battery, determine what special type of battery I needed to order, and install it.

Voila! My keyboard works again.

There's a good chance you've done something similar. If so, you've discovered the secrets to getting the most out of a training video.

Training videos work best when they are short and focused on something immediately useful. Yet most people take a different approach when using training videos to learn something for work.

They succumb to the popcorn method and just watch the entire video straight through. Here are some tips to help you learn faster and learn more from training videos.

videowatcher.jpg

Tip #1: Make it Immediately Useful

Most people watch a training video because it sounds interesting.

The problem is our brains tend to lose information that's not immediately applicable. So if you watch a training video that might be relevant someday, you'll probably have to watch it again when that day comes because you forgot the original lesson.

A better approach is to only watch videos that are immediately useful.

Taylor needed to create a screen capture video for a work project using a software program called Camtasia. She'd never used Camtasia before, so searched the LinkedIn Learning library for Camtasia courses and found one that fit.

The course walked her step-by-step through her project and she was able to complete it successfully.

 

Tip #2: Leverage Micro-Learning

Most people watch a training video all the way through. This can take a lot of time, with many videos ranging from twenty minutes to over an hour!

A better approach is to focus on one skill at a time. Learn that skill, apply the skill at work to reinforce the learning, and then move on to the next topic.

Most of the courses on LinkedIn Learning are divided into two to five minute segments to make this easy. For instance, imagine you wanted to improve your customer service survey. You might watch this short video on establishing a survey goal.

The best practice would be to create your survey goal before watching the next segment. This makes it much easier to remember the lesson.

 

Tip #3: Apply What You Learn

Most people will watch a video without any specific intention to apply the lessons. They just hope a good idea or two will stick.

It seems strange to consume training without having a plan to apply that training, yet that's what people do.

A better approach is to immediately apply what you learn in a video. Taylor learned the basics of Camtasia because she actually used the software to create a project. I changed the battery on my keyboard so I didn't have to buy a new keyboard.

Many training videos have exercises or worksheets that accompany them. I try to include an activity of some kind at the end of every video segment in my courses. 

You'll rapidly improve your learning if you use these exercises to apply each lesson.

 

Tip #4: Skip to Relevant Topics

Most people watch a training video all the way through, even when it covers topics that are not relevant. Frankly, this can be pretty boring.

A better approach is to skip over content that isn't relevant and go straight to the good stuff.

There are literally hours of training video on Camtasia in the LinkedIn Learning library. Taylor would still be watching those videos if she didn't select the most relevant segments that were applicable to her specific project!

All my training videos have titles and descriptions for each segment in the course so you can skip to the topics that are most relevant to you. This also gives you the ability to revisit key topics if you need a refresher.

 

Tip #5: Make it Relevant

Many people get hung up on the scenes shown in training videos. They'll say, "That video shows a restaurant scene, but I don't work in a restaurant so it's not relevant to me."

A better approach is to find a way to make that generic scene relevant to you. Don't get hung up on whether a particular scene is a precise match with your work environment. Focus instead on the skills and techniques being shared and then imagine how you can apply those in your own environment.

Doing this, you'll quickly find that customer service skills are essentially the same across most situations. You just need to adapt those skills to your specific needs.

 

Take Action!

I like to include a short movie at the start of my training courses that explain exactly how to get the most out of the video. Here's an example from my Serving Internal Customers course:

My suggestion is to do your homework before watching your next training video. Try to apply these tips and notice how they change the way you learn!

New Video: How to Design and Deliver Training Programs

The most common question I hear from new trainers is "Where do I get started?"

Breaking into the field of corporate training, adult learning, or workplace performance can be daunting. There's so much information out there it can leave your head spinning.

Managers and supervisors who occasionally train their employees face an even tougher task. They naturally want to be solid, competent trainers but don't have the bandwidth to spend years becoming an expert.

My latest LinkedIn Learning training video aims to solve that problem.

Part of the course was filmed in front of a live class. Photo credit: Samantha Coveleski-Mazur

Part of the course was filmed in front of a live class. Photo credit: Samantha Coveleski-Mazur

Overview

There are a few elements to this course I really like.

It provides all the information you need to design and deliver effective training classes. The entire course clocks in at 1 hour, 29 minutes, but the best part is you can easily skim and scan to watch the segments that are most relevant to you.

Part of the video was filmed in front of a live workshop. This class was a mix of seasoned training professionals and people completely new to workplace learning. The live class gives you a chance to see how other people reacted to the exercises and activities.

There are even a few bonus topics thrown in:

  • Creating an individual development plan

  • Managing breaks effectively

  • Delivering training via webinar

 

Preview

This short preview video provides an overview of the course.

Resources

LinkedIn Premium subscribers can access the course on LinkedIn Learning. You can find the course on Lynda.com if you have a subscription on that platform.

Don't have access to either? You can get a 30 day trial to the entire Lynda library here.

Harold Stolovitch and Erica Keeps generously allowed me to reference their five step training model in the course. I first discovered this in their class handbook, Telling Ain't Training. I highly recommend this guide for any new or aspiring trainer.

More experienced trainers may also want to dive deeper with these courses:

How To Dramatically Cut Training Costs With Video

Customer service training is a challenge for many companies.

First, there's the cost. It's not just the consultant's fee, it's the labor cost associated with sending employees to training.

There's also a logistical hassle. Most companies can't completely shut down their customer service operation. So they divide employees into groups and stagger shifts or add in some overtime to provide coverage while employees are in training.

Sustainability is probably the biggest issue. If you're going to invest time and money into employee training, you want employees to actually use the skills they learn. A one-time training class probably won't do much to move the needle.

There is a better way: video. It's cheaper, easier to manage logistically, and far more sustainable. Here's why:

Cost Comparison: Classroom vs. Video

You may be a little leery about video's effectiveness. We'll get to that in a moment, but let's first tackle the cost.

The cost savings will get your executives' attention. 

Here's an actual cost-comparison I recently ran for a prospective client. The initial request was for my fundamental Delivering Next Level Service workshop. 

The client wanted live, classroom training for a team of 30 employees. The employees need to be split into two groups for the classroom training so operational coverage could be maintained. The training itself consisted of two half-day sessions.

That same class is available via on-demand video with a run-time of just under two hours.

That's a $18,060 cost savings for sending employees to the same class on video! 

 

The Operational Advantage

Scheduling live training is disruptive.

The client who requested training for 30 employees needed to keep the operation running, so only half the employees could attend at one time. The other half were needed to keep serving customers.

Even then it was tricky. One absent employee or a minor service issue could trigger a chain reaction of other problems that would pose a real challenge to a team running at 50 percent staff. 

Supervisors might need to get pulled out of training, which would be a disaster because its the supervisors who must reinforce the training after the class has ended.

Video is much less of a hassle. 

My Customer Service Fundamentals course on Lynda.com (a.k.a. LinkedIn Learning) is the same content as my live Delivering Next Level Service workshop. The video version is streamed on-demand, so each individual employee could take the class at a time that works for them. 

The total run-time on the video is just under two hours and it's cut into short segments that are 3-5 minutes each. It's designed that way so employees can watch a couple of videos, apply the skills on the job, and then watch a few more segments.

Which leads us to sustainability.

 

How Can Video Be As Effective as Classroom Training?

It's not. Video is more effective.

Traditional classroom training typically faces two problems that hurt learning. The first is work piles up while participants are in training.

Imagine you spend a half-day in training while your colleagues try to serve customers at half-staff. They're going to be relieved when the training is over because they were barely able to keep up without you.

Which means you're going to be really, really busy digging through all that work that piled up while you were in class.

The problem with being really busy is we instinctively work a little faster, take a few short-cuts, and rely on our old habits to get us through. That means that at the very moment we should be practicing new skills we learned in training, we're actually reinforcing our old skills.

It gets worse.

Training is useless unless you apply it on the job. That's tough to make happen with just a one-off training class. Employees need consistent reinforcement to adopt new skills, but how will that realistically happen once the training has ended?

Video, on the other hand, is built for reinforcement.

First, it's not intended to be watched straight through. That's a mistake called popcorn learning, where you sit down and watch the whole thing at once. 

The video should be watched in short segments, which means employees can learn a couple of new skills and then go try them out on the job before learning the next skill. All of my training videos have downloadable worksheets and hands-on exercises for participants to complete, just like they would in a live class.

Here's an example of a simple training plan that uses that approach.

Another advantage of video is participants can re-watch it as often as they like. That's an option that's not available with a live class.

 

Resources to Help You

I have 15 training videos on Lynda.com. There are even more from other authors, giving you a huge library to choose from.

You'll need a subscription to one of two services to access the library. Lynda.com subscriptions are slightly less than LinkedIn Premium, starting at $29.99 per month per person, with discounts available for teams of five or more.

A 30-day trial to is available for Lynda.com. Many professionals have a LinkedIn Premium account, which means you already have access.

You can stack the deck even more in your favor by hiring me to help set up your program. If you're interested, drop me a line and let's talk.

Even with my consulting fees, my prospective client stands to save over $10,000 by using video instead of doing live classroom training. Spending less money to get better results is usually a good move.

The Best Time to Manage Customer Expectations

We've all seen a customer blow up at an unpleasant surprise.

Many of those situations come down to expectations. The customer expected one thing to happen and something far worse happened instead.

You might know that you can often prevent the customer's anger by effectively managing expectations. The key is to prepare the customer for the worst-case scenario ahead of time using carefully selected language. 

If only it was that easy!

This post examines the importance of timing when managing customer expectations. Let's start with a common situation where customers get upset—air travel.

Photo credit: Jason O'Halloran

Photo credit: Jason O'Halloran

Airlines Struggle with Expectations

There's a lot of reasons why airline passengers are grumpy. 

The boarding process is one of them. Passengers swarm the boarding gate and block access while other people try to squeeze past and board. Frazzled gate agents try to keep up with a barrage of requests.

A passenger inevitably tries to board with three large bags, despite the policy that you only get to bring one personal item (which must go under your seat) and one carry-on that fits in the overhead bin.

Handling this situation is a huge challenge for gate agents.

Most shirk the responsibility and leave it up to the flight attendants to sort out. They'll say they're too busy or they just want to avoid the inevitable blow-up.

Some try to address it as passengers board, which inevitably causes the passenger with three bags to fly off the handle.

They'll say:

"They let me bring my bags on the last flight!" 

Or, 

"The other airline doesn't have a problem with my bags!" 

Or, 

"Then how come I saw three other people board with even more bags than me?!"

It's a tough situation. Most gate agents make it worse with poor timing.

 

How Bad Timing Ruins Expectation Management

Passengers boarding an airplane typically face high anxiety.

They get caught up in the herd mentality and start squeezing in, even if their boarding group won't board for another five minutes. Many passengers are anxious about flying in general, so this only makes it worse.

Research shows we're less open to suggestion when our emotions are running high. That's why trying to manage expectations at the moment a passenger is boarding the plane usually backfires.

Think about situations where you have to manage customer expectations. If their emotions are spiking, it's probably difficult.

Here are some more examples:

  • A hotel guest learns about a $20/night resort fee at check-out.

  • An online shopper learns an item she ordered is out of stock after she places the order.

  • A customer spends an hour in a furniture store picking out the right fabric for a new sofa, only to learn the store's eight week delivery time is too late for his needs.

All of these messages would be better received if they were delivered when the customer wasn't experiencing an emotional peak.

 

Deliver News Before the Emotional Peak

The best time to manage expectations is when emotions are relatively neutral.

This requires proactive service, where you anticipate a challenge before it happens. The specific technique is called The Pre-Emptive Acknowledgement, which is one of my all-time favorites.

For example, the general manager of one of my favorite inns called me a week before my trip to let me know my favorite room wasn't going to be available. (You can read about her master class in expectation management.) It worked out in part because her call came before the emotional peak of checking in after a long day of travel.

What should airline gate agents do?

Gate agents are much more successful when they speak to individual passengers just before the boarding process starts. This allows agents to connect with people one-on-one before emotions start running high. Passengers are much more open to checking their extra bags in this situation.

How can you make timing work for you? Think about how you can better manage expectations with your customers by addressing issues before the emotional peak. 

Here's a short video clip that provides another example.

The clip from my training video, Managing Customer Expectations for Managers. You'll need a LinkedIn Learning subscription to view the full course, but you can get a 30-day trial.

Learn How to be a Great Customer Service Manager

There's a cool feature on Lynda.com that let's any user curate a playlist of training videos.

I've used it to create a playlist that's specifically geared for service leaders. My Customer Service Leadership playlist contains six courses that you can use to become a great customer service manager.

This post provides an overview of the training and tips on how to maximize your learning. Best of all, I'll show you how to access this training for free!

Playlist Overview

Here's a description of the six courses on the playlist, along with my rational for including them.

 

Managing a Customer Service Team, by Jeff Toister

Learn the basics of managing a customer service team. I included this course because it was designed to provide a thorough introduction to customer service management.

 

Coaching and Developing Employees, by Lisa Gates

Learn how to coach, transform, and empower employees and teams in ways that increase retention and improve the bottom line. This course will help you develop one of the most important skills a leader can have.

 

Getting Things Done, by David Allen

Learn the art of getting things done with world-renowned productivity expert David Allen. Managers are always pressed for time, but this course can really help. I've been using David Allen's principles myself since 2001 with great success.

 

Using Customer Surveys to Improve Service, by Jeff Toister

Learn how to design and implement customer service surveys, and turn the data into actions that can improve service quality. This will help you obtain essential data to make your team, and your organization, even stronger.

 

The Manager's Guide to Managing Expectations, by Jeff Toister

Learn to identify what a typical customer expects, where those expectations come from, and where your organization might be vulnerable. You can use this course to help prevent service failures from happening.

 

Quick Fixes for Poor Customer Service, by Jeff Toister

Discover simple solutions to instantly improve customer service. Things occasionally go wrong, but this course can help you quickly identify straightforward solutions.

 

Maximize Your Learning

Start by establishing a few learning goals for yourself. 

Think about the specific skills would you like to learn. Determine how will you apply this skills in your role as a leader. Most important, consider how these skills can help you improve you and your team's performance

Next, decide what content best matches your needs. If you're new to leadership, you might take the courses from start to finish. Or, if you are an experienced customer service manager, you might browse through the content to pick and choose topics that best fit your needs.

Finally, be prepared to practice new skills as you learn them. You don't have to watch the videos all the way through! They're designed to allow you to watch a short segment, try out what you learned, and then continue watching.

Perfecting the art of practice is a major way to improve the value of training.

 

Accessing the Playlist

You'll need a Lynda.com account to access the playlist.

Remember when I mentioned I'd show you how to take these courses for free? You can get a 10-day Lynda.com trial that will give you access to the entire library!

Once you're logged in, visit my Customer Service Leadership playlist and start learning!

How to Improve Customer Service Training by 900%

Imagine your employees need customer service training.

You want to hire a professional. Someone who can share cutting-edge concepts and really fire up the team. 

The standard approach is to look for someone like me. The trainer flies in, conducts the training, gets great reviews, and then leaves. 

Has that ever really worked out well? Motivation usually jumps for a few days and then employees gradually settle back into their old habits.

There's another approach. One that's 900% better and costs less. 

The 70-20-10 Rule

Research conducted by the Center For Creative Leadership is credited with developing the 70-20-10 Rule. It suggests that leaders learn their skills from three sources:

  • 70% from challenging assignments

  • 20% from developmental relationships

  • 10% from formal training

In truth, it's not really a rule. The 70-20-10 ratio is more of a guide. And, it can be applied to all sorts of training.

Let's look at what happens when we apply the 70-20-10 rule to a typical customer service training program:

 

The typical program focuses on formal training, which accounts for roughly 10 percent of learning. But, what about the other 90 percent?

That's usually not part of the plan.

Developmental relationships account for 20 percent of learning - twice as much as formal training. These usually come from a boss or mentor. Unfortunately, typical training programs often fail because the boss doesn't do much coaching to help employees develop their new skills.

The typical training also lacks a clearly defined initiative where employees' new skills can make a measurable difference. That's another 70 percent of learning they miss out on.

 

A New Approach

The good news is we can make a few tweaks to capture the missing 90 percent. And, we can reduce our costs at the same time, but more about that in a moment.

First, we need to identify a challenge for everyone to work on. Jim Collins and Jerry Porras coined the term Big, Hairy, Audacious Goal in their classic book, Built to Last.

The idea is you can rally the team (or an organization) behind an important goal that focuses everyone's efforts.

My clients often identify a specific challenge through a customer service assessment. I offer a comprehensive version, but you can download this mini-version and try it on your own.

That challenge represents 70 percent of learning. We can capture the other 20 percent if the employees' supervisors are prepared to coach their teams.

There are often two big issues for supervisors:

  • They don't think they have time to coach

  • They don't know how to coach

You can solve both issues by enrolling supervisors in a one-on-one coaching program. They'll learn how to carve out the necessary time and how they develop their employees.

Add in the challenge and coaching and your training model now looks like this:

Reduce Your Costs

Remember that bit about adding in a challenge plus coaching while reducing your costs? Here's how you do that:

You do the training via video. 

Will a training video be as good as live training? The short answer is no. But, video can be extremely effective. And, remember that formal training is only 10 percent of the pie. Better to focus your resources on the other 90 percent.

Let's look at an example of the costs associated with training 30 employees using the typical approach versus the new approach.

I've made a few assumptions here, so your math might work out a little differently:

  • The average hourly wage is $15 per hour.

  • There are three supervisors who oversee the 30 employees.

  • The one-on-one coaching program for the supervisors costs $4,500.

The $900 cost of training for the new approach is based on a one month premium Lynda.com subscription for 30 employees at $29.99 per person. The actual cost can be lower than that with a volume discount. 

 

Bonus Benefit

Many of my clients have reminded me of a bonus benefit gained by the new approach.

Think about what happens when you bring in a professional trainer. That person does their training and then goes home. But, what do you do when you hire a new employee? Or, what happens when it's been six months and your team needs a refresher?

With the new approach, you have an easy source of ongoing development if you keep your access to the training videos!

How do Adults Learn? Find out on lynda.com

Many of us train in some capacity.

You might consider yourself a trainer. Or, perhaps you're a leader who trains employees one-on-one. You may even be asked to help out an inexperienced co-worker.

Whatever the situation, it helps to know how adults learn new knowledge, skills, and abilities.

My new course on lynda.com will provide you with the foundational knowledge you need to take your training to the next level. It's primarily intended for instructional designers, but anyone who does training can benefit.

Topics include:

  • Adult learning theory
  • Understanding the four stages of learning
  • Comparing active vs. passive learning
  • Overcoming learning barriers
  • Turning theory into practice

In the sample video below, you'll see how two courses on the same topic can be vastly different. (Click here if you don't see the video.)

You’ll need a lynda.com subscription to view the entire course. The good news is your subscription gives you unlimited access to all of their courses. 

Even better news? You can get a free 10-day trial so you can watch this course and explore the lynda.com library without committing to purchasing a subscription.

Here are a few more of my courses on lynda.com: