I have had phenomenal feedback from learners I trained last week. It was a busy and rewarding week that’s for sure. I was away from home from Tuesday morning at Stupid O’clock until Thursday evening at equally Stupid O’clock.
My biggest frustration was the traffic. Every single journey, long or short, was a mission. Kent, particularly around Maidstone, currently feels like a giant road experiment. My in-car satnav knew absolutely nothing about the reconfigured roads.
It needs serious updating.
I missed a turning twice and ended up with Ms Satnav sending me down narrow, fully potholed roads with grass growing down the middle in appalling weather to get back to my hotel at Medway M2 Services. I didn’t hit the motorway once.
Apparently, there is a back way. I went that way. With the missed turnings and detours, I now feel I know the entire county of Kent like the back of my hand.
Suffice to say, it was far less stressful in the training room.
I was in Horsham delivering Safe Moving of People, client specific, supporting individuals with complex needs.
This was my second group and the company asked if we could include a fire evacuation scenario. When I ran the first group the previous week, we reviewed the Personal Emergency Evacuation Plan. It simply said, “Evacuate the client if safe to do so.” It did not explain how.
So together we developed a safe method to evacuate the client from her home. There was trial and error. I had to ensure the client would be safe and the team would be safe. We also developed a clear plan B if evacuation was not possible.
By the time the second group arrived, they suggested adding boulders and a catheter into the scenario. So we did. We filmed it again, sent it to the office for approval and we ended up with a fully functioning PEEP and a practical training film. I am editing it myself because, truthfully, I quite enjoy that sort of tinkering.
Every single learner mentioned the fire evacuation exercise as the part they found most valuable or the part that improved their knowledge most. That speaks volumes.
I was in Surrey delivering the Dynamic Customer Service Workshop.
It was a slightly tricky start. Some delegates had been in the industry for years. A couple had run their own businesses. They knew a lot. But once we got going, and yes, once the chocolate came out, the atmosphere shifted.
We walked the customer journey from driveway to reception, to bedroom, to bar. There were some lovely touches already in place. A chair positioned thoughtfully before the next set of stairs. A closed bar that still looked fully prepared, labels facing forward, everything ready. There were also opportunities for improvement, all captured in their workbooks.
The feedback described the workshop as hands on and practical. They enjoyed the selling exercises and found it genuinely useful. I was particularly pleased that Values 4™ was mentioned repeatedly.
From Surrey, it was an epic and very slow journey to the elusive hotel in Kent.
These days were Train the Trainer Moving and Handling training.
I genuinely enjoy Train the Trainer programmes. It allows me to pass on not just content, but the thinking behind it. Planning. Pacing. Managing nerves. Reading a room. Keeping people safe. All the things that only come with experience.
There were two learners who were clearly anxious. One shared that he has ADHD, dyspraxia and anxiety. I offered him the option of delivering his micro-teach with just me and two peers present. He chose to deliver to the full group. Afterwards, he told me he appreciated being given the choice, as previous trainers had simply told him to get on with it.
Some might question that approach. If someone cannot stand in front of a classroom, how will they manage in real life? But the classroom is not real life. It is unfamiliar territory, unfamiliar people, unfamiliar environment. Anxiety is often amplified in those circumstances.
As it turned out, he was excellent. You could visibly see his confidence grow as he progressed. Another learner needed additional support on her first attempt but came back stronger on her second.
Moments like that are why I love this type of programme.
This particular course was delivered on behalf of another company. If it were mine, it would be delivered over three days rather than two, with the full resource package included so that trainers leave fully equipped, not just having attended a course. There is a difference.
Back home Thursday evening. Hurrah.
Moving and Handling theory and practical, again delivered on behalf of another company, this time much closer to home which felt like a luxury.
The final tidying up bits, certificates and invoices. That took ages, but thankfully no satnav required!
All in all it was a busy but rewarding week and seeing knowledge being put into practice and resonating with people is what learning and development professionals live for isn’t it?