What exactly is Training? (and is it different to learning?)

Calling all Managers!

I quite often hear people say it takes at least 6-9 months to gain a full grasp of a new role, when joining a new company; I agree – at least that!

Reflect on your current role. How much have you learned along the way? How much knowledge and experience have you gathered, and how valuable does that make you to the company and your team?

Think of this as an employer or Manager; consider your star performers and experienced team members who would leave a massive gap in the team if they suddenly left.

"Aaaaargh, NO! What are we going to do now Dave's left? He knew everything!"

Well; No need to worry! All that tenure and experience doesn't matter!!! Whatever role you're looking to fill, no matter who held it before, I guarantee I can replace them full in just 4 weeks.

That's right, just 4 weeks!!! They'll know everything!

What do you mean that's not possible???

But that's how so many Managers view staff Inductions; so, it must be true, right? WRONG!

OK, let's get serious… it's impossible! We know that. So why do so many of us think it's the right thing to throw everything we need someone to know into this beast known as "The Induction" (and Grad Bay)?

• "We need them to know everything by the time they come out!"
• "They can't speak to customer unless they know everything!"
• "We haven't got the resource or time to support them after training, so it needs to be in the training!"
• "Why didn't they tell you this in training?"

They'll never remember it all, in fact they'll probably forget most of it… so what's the point?

It's time to shift the focus from Training to Learning. Start at the end…

When we're experienced, how have we learned all of that? Was it all in the first 4 weeks? I doubt it. You've learned so much from peers, managers, colleagues, coaches, blogs, websites, knowledge tools, comms…etc, but most importantly, how much have you learned just by doing the actual job? You learned a lot more by trying to peddle without stabilisers than I could ever have taught you.

So, what's the difference?

If you've never heard of 70:20:10; take a look – a quick Google Search and you'll enter my world.

70:20:10 is a "learning" model – not a "training" model, reflecting the fact that people "learn". Training is just one (really small) part of learning.

70% of what you learn, you learn by doing; by driving the car, by riding the bike, by leading a team, by managing a budget, by catering for 40 people at a time, by jumping in the pool…etc. I learned far more about being a Team Manager by actually managing a team than any course could ever have taught me.

20% of what you learn is done "socially"; learning from and through others. Shadowing someone, having a coach/mentor, experiencing a great manager, watching someone kick a ball…etc. Also, sharing our learns and mistakes with each other; and sharing those experiences with other people, e.g. forums.

10% - YES, only 10% - of what you learn is through formal learning. This could Training, Induction, eLearning, reading a book, watching a video, attending a seminar/webinar…etc Maybe this why professional footballers miss penalties when under pressure – because that "live" situation could NEVER be trained; even if roll-played 1 million times.

Consider learning to ride a bike:

• 10 – understand the parts and how a bike works and have someone show you, watch a video…etc. (Remember GDPR here – no live bikes in the training room!)
• 20 – watch how others do it and have an expert support you; making it safe – trying it
• 70 – ride the bike for real, in real places, on your own – you really couldn't do that in a training room!!! It never rains in a training room, and there's no traffic in there.

Let's expand on the idea of learning to ride a bike… now that we understand 70:20:10, how could we plan to learn by using it?

Training (predominantly the 10) – Maybe introduce the relevant basics to enable further learning: Show them a bike; demonstrate how it peddles, and how chains and wheels work; and encourage them to balance on a seat; maybe even feel how it works by using an exercise and/or balance bike. Doing this over and over again, doesn't make them any better at riding a bike… it just makes them better at riding an exercise bike, and leads to people getting frustrated, waiting for the real thing! The REAL learning.

Grad Bay (predominantly the 20) – Learn with others and with the support of others. Pick a safe place to try it and make it safer to use: How did others do it? They got their real bike, put stabilisers on it, placed it on to grass (softer, in case they fall off), and had someone hold on to their seat… aiming to remove those safety nets as they progress. Learning from others and sharing your mistakes.

Go-Live (predominantly the 70) – no more stabilisers; just you, the bike and the road. Woah, they just cut me up! Why don't cars stop for me? That road to Salford is really busy! Aaaargh, my chain has come off! Learning new things as you go along, that make you better, but could never had been simulated or remembered at the start.

So, now I need to learn how to fix a puncture… let's start again… ??

So, in conclusion, what do we need to do?

Let's stop thinking Training will give everything that someone needs to know, and that they will remember it all. Equally, let's accept something really BIG… people are ALWAYS learning.

Whether you want them to be, or not, people are always learning from their experiences, the people around them, their managers, the good and bad habits of others…etc. It's time to realise that… "best practice" training doesn't make people immune to non-intuitive systems or picking up poor habits.

So, the good news is, we're already doing the 70. There is no doubt that every one of us is learning every single day; sometimes without realising it… our key step is to accept that. Instead of saying; well, they never told me that in training; accept that you learn some things organically.

• Can I learn how to recognise every customer complaint in training, while simulating every customer type, attitude and mood?
• Can I learn how to use the knowledge systems correctly, while a customer is shouting at me, while feeling immense pressure and forgetting my own name; while in a Training Room?

The answer to both these questions is no; that comes with the 20 and the 70.

When you think you need "Training", ask yourself:

• What is it I (my team) need to do?
• Is it a skill, knowledge, or motivation you (my team) need?
• Why aren't I (my team) currently able to do it?
• Does the process or system make it harder for me (my team)
• Would an improvement in process or system help or solve the issue?
• Have I (my team) ever been able to do it?
• How else might I (my team) learn it?
• Could coaching (my team) help?
• Could I (my team) ask someone else help?
• Could I (my team) actually learn this in a training room, and never forget it?
• Could what I (my team) need be delivered by coaching, knowledge or comms?

Think about the root causes of the issue you're needing to address… i.e. you can keep taking paracetamol for a recurring headache… but, if the headache keeps coming back it might not be the paracetamol's fault, and you're not actually tackling the real problem of why you're getting headaches – e.g. too much time in front of a laptop – no medication required. If you've ever asked for "Refresher" training, you've probably not got to the real issue.

Training is not, and never should be used as, a sticking plaster for a lack of coaching, non-intuitive systems, cultural blockers, poor behaviours or natural learning curves. Understand that some things have to be learned, rather than taught, and provide the culture, systems and support that allow that to happen.

Thanks for reading.