How do you design and deliver effective training and support for the change users and agents?

1 Assess the learning gaps and goals

Before you design any training or support program, you need to assess the learning gaps and goals of the change users and agents. This means understanding what they already know, what they need to know, and what they want to achieve. You can use various methods to collect this information, such as surveys, interviews, focus groups, observations, or assessments. You should also consider the impact of the change on their roles, tasks, skills, attitudes, and behaviors. Based on your findings, you can define the learning objectives, outcomes, and indicators for your training and support program.

2 Choose the appropriate methods and tools

Next, you need to choose the appropriate methods and tools for delivering your training and support program. You should consider the following factors: the learning styles and preferences of the change users and agents, the complexity and urgency of the change, the availability and accessibility of resources, the budget and time constraints, and the feedback and evaluation mechanisms. You can use a mix of formal and informal, online and offline, synchronous and asynchronous, and individual and group methods and tools. For example, you can use e-learning modules, webinars, workshops, coaching, mentoring, FAQs, guides, videos, podcasts, forums, chats, or helpdesks.

3 Design the content and structure

Then, you need to design the content and structure of your training and support program. You should follow the principles of adult learning, which include: relevance, motivation, engagement, interaction, feedback, and reinforcement. You should also align your content and structure with the learning objectives, outcomes, and indicators that you defined earlier. You should use clear and concise language, avoid jargon and acronyms, use examples and scenarios, and provide tips and best practices. You should also organize your content and structure into logical and manageable units, such as modules, topics, lessons, or activities.

4 Deliver the training and support

After you design your training and support program, you need to deliver it to the change users and agents. You should follow the schedule and format that you planned, and use the methods and tools that you selected. You should also communicate the expectations and instructions clearly, facilitate the learning process effectively, monitor the progress and performance of the learners, and address any questions or issues that arise. You should also create a positive and supportive learning environment, where the change users and agents feel valued, respected, and empowered.

5 Evaluate the training and support

Finally, you need to evaluate your training and support program. You should measure the results and outcomes of your program against the indicators that you defined earlier. You should also collect feedback from the change users and agents, as well as from other stakeholders, such as managers, sponsors, or customers. You should use various methods to gather feedback, such as surveys, interviews, tests, quizzes, or observations. You should analyze the feedback and identify the strengths and weaknesses of your program, as well as the opportunities and challenges for improvement.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?