Error Management Training in corporate communication training
Typically, any training falls into one of the following three categories:
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·??????? Error-avoidance training
·??????? Exploratory training
·??????? Error management training
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With an error-avoidance approach, participants are told to follow the behavior of a model (often, the trainer). The goal is to repeat the model’s actions. Errors, that is deviations, are to be explicitly avoided.
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In exploratory training, participants are confronted with problems they need to figure out for themselves. They are encouraged to find their own solutions. No comments are made regarding whether it is good or bad to make mistakes.
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Error management training (EMT) is similar to exploratory training, with the difference that errors are explicitly encouraged.
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In a variety of high-stakes professions (training for fire fighters or medical personnel), the EMT approach has shown superior training effects.
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The short explanation is that making errors during the training also trains participants in reacting to and remediating the effects of those errors. Therefore, they are better equipped to react when they or coworkers commit errors in real work situations, or, in general, if something unforeseen happens.
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In lower-stakes training situations like communication training or language courses, most often the first two approaches are used.
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In customer relations, participants are trained according to a script and they are told to keep close to it. Deviations from the script are discouraged.
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Or, as in many language courses, participants are left alone to engage in role playing, often as a “fun” element, without paying closely attention to errors.
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In applying EMT to communication training, participants would be confronted with difficult clients. Then they would be encouraged to come up with creative, even outrageous or counterproductive reactions. For example, they may initially escalate the situation. At the same time, they will need to find their way out of this escalation.
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As in real life there will always be situations where they unintentionally escalate an interaction with a customer (due to tiredness, lack of attention), they will have already trained ways to handle it better.
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Recommended readings:
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Keith, Nina; Frese, Michael (2008). Effectiveness of Error Management Training: A Meta-Analysis, The Journal of applied psychology 93(1):59-69.
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Gerhard Ohrband is a communication consultant, psychologist and author of 9 books from Hamburg/Germany. He speaks 21 languages and assists individuals and companies in doing business in foreign languages.
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