Join us as Dana Robinson, of Handshaw, shares how "Stopping the Jump-to-Solution Approach" can change the way you work.
How frequently do you receive a call from a manager that sounds like this: Our customer satisfaction ratings are declining. I’d like to discuss what training you can provide that will enhance our customer service skills.” The manager has a problem and is jumping to a learning solution. But is that solution needed? If needed, is it sufficient to address the declining customer results?
The goal is to avoid investing learning resources in delivery of a program that will yield little, to no, results. But how to influence the manager away from thinking learning is the answer? In this session Dana will introduce you to a model that illustrates the logic with how we, as learning and performance consulting professionals, can respond to this type of request by asking powerful, thought provoking questions. As Dana frequently indicates “We influence more by what we ask than by what we tell.” You will leave this session with techniques for asking powerful questions when working with your clients.
The Learning Objective for this event will be to Identify powerful and thought provoking questions that learning and performance consulting professionals can use to respond to training requests.
Dana Robinson founded Partners in Change, Inc. in 1981 and served as its President for 27 years. She is a recognized leader in the area of performance technology, and has assisted hundreds of HR and Learning functions to transition from a traditional and tactical focus to a performance and strategic focus. With Jim Robinson, Dana has co-authored seven books, including the first book ever published on the subject of performance consulting. The third edition of Performance Consulting was released in Spring of 2015. In total, books by the Robinsons have sold more than 150,000 copies and have been translated into 18 languages. Dana has received numerous awards including the Distinguished Contribution Award from ATD. She lives in Raleigh, North Carolina and is partnering with the Handshaw firm to deliver performance consulting services.
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