Twice a month I facilitate training on our technology platforms for agents new to the brokerage. This introductory training consists of two, six-hour days of hands-on training. Participants are asked to bring a laptop with them so they can work along as I demonstrate the various tasks they need to perform to be able to use our technology tools effectively.
Since I’ve been leading this kind of training, I’ve noticed a few things that, no matter where I am or how many people attend the class, always tend to come up. Here are my top five tech training truisms:
- People pay little or no attention to the description of the class or registration confirmation telling them to bring a laptop to class. I have nothing against iPads or other tablet computing devices (I own an iPad and use it often). They are handy to have and work well for many applications. Unfortunately, they don’t work well for some of the tasks we need to perform in class. I’ve learned to adjust my instruction to accommodate those with tablets. I’d prefer not to have to take time in class to show the one person with a tablet how to do something while the rest wait to move on. I believe that this will not be an issue in the future as more technology platforms accommodate mobile devices.
- The wifi will crash when you’re in the middle of working on a crucial task. I travel with my own wifi now, but if the internet access in the building goes down, the entire class is stalled. I now have back-up presentations I can show if I can’t do a live demonstration. Participants can’t perform the tasks I instruct them to do, but at
least they can still learn.
- There will be someone in the class who doesn’t understand basic instructions like “point,” “click,” “open a browser window,” or “upload.” I could name a few more, but you get the drift. You’d think that everyone has basic computer skills these days, but it’s not necessarily true. I usually need to teach to several levels of computer literacy in any given class.
- No matter how engaging you are as an instructor, someone will get bored and decide to check e-mail, go shopping, play online games, etc. I have spent much time working to provide engaging training to avoid this problem; however, the lure of the internet is too great. I’m not sure anyone could keep people from surfing with the most engaging training in such a class.
- People might “get it” in class but they don’t really understand the tool until they have to use it. For many of the agents new to the business, this means there is a gap between their initial training and actually using a tool in the field. Some are able to retain what they were taught, but many forget. This is where online, on-demand training fills the gap. They can refresh their knowledge in order to use technology when working with a client.
I was never a boy scout, but I have learned the value of being prepared when I train on technology tools. Whatever can go wrong usually does.