Leading New Hires through Training - A Journey through Self Doubt and Uncertainty

Have you ever sat through training, a class, or continuing professional education and found yourself thinking:

"Clearly, this training isn't effective...

Hold on, what now?

This is utter nonsense

This person has no idea what they're doing because I don't understand the topic...

This is overwhelming. Maybe I picked the wrong profession...

I'm too stupid to understand this...

WHAT IS GOING ON??"

Guess what? It's not the instructor, and it's not you, well...it is...kind of. You're going through the conscious incompetence stage of the four stages of competence (also known as the four stages of learning).

I stumbled onto this while developing internal presentations and training for our interns and first-year associates. I noticed that many new hires exhibited similar frustrations and anxieties during our new hire training and wondered if there was something specifically causing it. That's when I started researching the four stages of learning.

One of the most significant factors in how a new hire absorbs training and new materials is their mindset. If they're internally panicking during training because they've become overwhelmed, they've probably shut down emotionally and aren't learning anymore. If they're frustrated and they're assuming it's because the materials and training are inefficient, they're probably going to stop listening or assume everything you're teaching and saying is wrong. If they look anything like the people below, you've lost them and need to get them back on track.

So, how do we help our new hires navigate the four stages of learning? One of the helpful things is making them aware of what's coming. Self-awareness is a game-changer in learning if your team knows why they're having specific thoughts and can get their mind back on track to absorb the information being taught.

We now incorporate a presentation into our new hire training about the four stages of learning to walk our new hires through some of the thoughts they might encounter and why these things are floating around in their mind space. It's important because:

1. It lets them know that what they're feeling is normal
2. They know that their brain is going to be acting like a nerf gun launching anxiety and stress towards someone running through an obstacle course over a pit of lava
3. We establish on the front end that training is a safe space where they can ask questions and let us know when something doesn't make sense, or if we're moving too quickly
4. As instructors, we are aware that they may encounter these feelings and thoughts, so we can identify when it happens and help them through it

So let's talk about those four stages of learning. It's important to note that when we're talking about "competence," - we're not telling new hires or people going through training that they're stupid. If you make people feel foolish or silly when they ask a question, you shouldn't be leading any trainings (or leading people, for that matter). When we use the term "incompetence," it's more along the lines of being unable to complete a task successfully or skillfully.

1) UNCONSCIOUS INCOMPETENCE

This is where we all start when we're learning. "We don't know what we don't know." It sounds a bit circular, but it's an important thing to recognize. At this stage, learners are not aware of all of the things they don't know. For example, a lot of the time, an intern has a degree or is close to completing one. This always reminds me of the saying, "hire a teenager while they know everything." Many interns and new hires assume that because they have a degree or are close to completing one, they have everything they need to start a job and do ALL THE THINGS. Because of this feeling, they are basically high-fived in the face when they realize all of the things that their degree has not prepared them for.

2) CONSCIOUS INCOMPETENCE

Now they know that they don't know. Once they're aware that there are many things they don't know about the thing that they thought they knew a ton about, they may:

Panic or become anxious...shut down emotionally

Question their intelligence and/or their career choice

Assume the training or instructor is ineffective

All of these feelings are normal and common, but it can be overwhelming if someone is not expecting them. Also, because none of these feelings are feelings we enjoy, they can have a material impact on someone's emotional well-being.

How can you help your team through this stage as an instructor?

• Prepare your team - let them know that they are likely going to go through this stage and that it's normal
• Provide reassurance - let them know that you expect them to have feelings like this, and that's okay
• Encourage them - remind them of all the things they do know. I always tell my team that if they're questioning themselves, don't forget all of the things they've mastered to get to this point. I tell them not to lose sight of all of the things they do know, and that learning is a humbling experience.
• Be supportive - let them know they're not alone. We all go through these feelings (one or all of them), whether we admit it or not. Once I learned about the four stages of learning, I found myself having an AHA! moment. I was thinking, "THAT'S why I feel that way."
• Create a safe space - as an instructor, it's crucial that your team feel comfortable asking questions. Now, not everyone will always feel comfortable asking questions in front of other people, so it's essential to provide a way for them to ask questions, so they feel comfortable doing so. It's also vital that you pay attention to their faces, their body language, and things of that nature to see if what you're teaching is reaching your team.

3) CONSCIOUS COMPETENCE

Now we're working on mastering what we don't know. As an instructor, I feel it gets easier once you get your team to this stage. There's still a fair bit of self-doubt and self-criticism, but we are our own worst critics. But that also means we can be our own best champions. This level takes effort and work. In this stage, I find that those that are receptive to feedback can accelerate quickly if they're paired with someone that gives feedback that is timely and is intentioned to help them grow.

It's also important as you're giving feedback to your team on things they missed, or things that could have been done better, to

praise them on the things that they got right. Acknowledge the things they "caught" or the things that made your job easier.

Public accounting is challenging because you learn by getting "review points." Review points point out all of the things you did wrong on a return or all of the things that need to be changed or fixed. It's important not to lose sight of all of the things you got right. If I'm reviewing a return and see something and think, "Wow, they included it!" or "Wow, great catch," - I put that in my notes to them. People should always be acknowledged when they do a great job.

4) UNCONSCIOUS COMPETENCE

Now they know it, and they don't even think about it. This is the stage where they've gotten the hang of things and don't even have to think through the steps. Typically, this is when our associates are ready to be promoted to a senior level, or our supervisors are prepared to be promoted to a manager position.

Your intentions as an instructor are important!

The trait that I place the most weight on as an instructor, other than knowledge of the topic, is caring. I care whether my team understands a topic, software, etc. I genuinely want them to excel at what they're doing, to master the tax-y things, and to get excited when something clicks and they understand it. When I see that light go off in someone's head, I get excited for them. The better they can do their job, the better I can do mine.

Understanding the four stages of learning and ensuring your team has the self-awareness to get through it is a crucial step to provide a learning environment that allows your new hires to thrive. The more they know, the more they grow!