Adapting to COVID-19 – Who knew on-line training could prove so effective?

After 24 years conducting global face-to-face Sales and Service Programs, COVID-19 disrupted that model within a week. In response we launched our on-line Service Excellence and Commercial Awareness Programs for our global clients. We’re running these virtually and physically around the clock.

Even with travel restrictions, our clients are able to get their training and development objectives covered. The feedback and results have been and continue to be amazing. Certainly, COVID-19 required a change in the way we structured and executed our programs. But as we always advocate, change, even if unforeseen, is good and reinvention can be rejuvenating.

Here are some thoughts on successful video-based training from our associate Jonathan Clark:

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Video-based delivery of our training programs has worked really effectively – It’s been quite a learning curve, but its successful adoption into our business completely reaffirms the constant acceptance of change expressed in our company tagline:

The 7 most expensive words in business are: “We have always done it that way.”

OUR JOURNEY

We chose the Zoom platform – a reasonable investment and easy to set up.

2 screens proved best:

• One for the PowerPoint presenter view

• One for the presentation itself plus a gallery view of all participants

What we learned

Prepping the home office with a client customised background definitely added impact. Virtual backgrounds may suffice for those less animated than me – think excited Italian – but beware, arm movements flick in and out and leave silvery trails. This is very distracting visually to your students.

The remedy – a quick trip to Officeworks and, AUD$58 later, I had an AO size (841 x 1189 mm or 33.1 x 46.8 in), customer focused, laminated poster for the wall.

Our Fundaments Retained

• Careful use of Zoom still allowed our training fundamentals to remain intact.

• We maintained groups of 10 students per session – as is the norm for our face-to-face training – which allowed individual visual contact via gallery view.

• Engagement, which is crucial in our face-to-face sessions, was kept at high level, by addressing questions to specific participants, not the room.

• Participants kept their microphones on mute but could easily reactivate by use of their space bar, when asked a question. And they were encouraged to do so throughout, to keep everyone involved, not just the video savvy.

• Overall, from participant’s feedback, a very good experience of adapting to our new world and achieving a level of training far higher than we originally thought possible on-line.

• The benefit for us? This method will now continue to be part of the suite of options available to our clients as we tread the long path towards a post COVID-19 world.

Stay safe and healthy,

Jon

#videoconference #salestraining #servicetraining #Covid19