What to Do when Trainees Complain during Live Training

UNHAPPY MANIf you plan your training with the help of experienced training consultants, it is highly unlikely that big problems will arise after your program begins. But even under the best of circumstances, trainees sometimes complain about what it taking place in the classroom. You could have some trainees who just like to gripe – or trainees who are alerting you to legitimate issues that you need to address.

What is the best way to deal with complaints? Here are some issues to consider:

How are you going to find out if trainees are frustrated?

Be sure to collect and review feedback from trainees at the end of every day of training, at the end of each half-day, or at other appropriate intervals. There is not much point in waiting until training is over and then asking for comments.

Do you have a trainer who has failed to connect with your trainees?

There are many reasons it can happen, some hard to pinpoint or understand. Sometimes the chemistry is not right and a trainer simply does not “hit it off” with a training class. Sometimes one or two trainees are “rotten apples” who say negative things and create a hostile environment. At other times, trainees who are frustrated by a work-related issue that has nothing to do with training itself decide to show their dissatisfaction by griping about a trainer or training program.

If you ever face this problem, talk to the trainer and to representatives of his or her company to determine what is taking place. Speak with some of your trainees too – known individuals whose opinions you respect, if possible. Try to avoid replacing a trainer unless absolutely necessary, because once trainees lose confidence in your training partner or program, it can be difficult to regain their trust.

Are you teaching skills that your trainees do not need to know?

If so, trainees can be expected to become frustrated. This problem should have been prevented by careful planning before training started. But if trainees were not allowed to give sufficient input ahead of time, it could be necessary to adjust your lesson plan or overall curriculum mid-stream. Note that Tortal’s Out of the Box Solutions training prevents this problem because it can be flexibly customized to your training needs.

On the flip side, are you omitting the skills that your trainees need the most?

One example? If trainees from your calling center need to know how to answer certain specific customer complaints and your program ignores them, people will become frustrated. It can be difficult to rewrite a training plan midstream, but if you are working with a flexible training provider, revisions and tweaks – like adding a unit that focuses on real-world needs that trainees bring to your attention – can improve training results.

Are you delivering an energizing and positive training experience?

Training should be an opportunity to encourage employees to believe in themselves, to become invested in your company’s mission, and to become excited about joining a productive and energized team. That’s why effective training should be both motivational and educational.

Remember, the Time to Avoid those Problems Is before Training Begins

Not every training issue can be avoided ahead of time. But most can, if you work with an experienced and qualified training development partner like Tortal Training. CLICK HERE to contact us now.