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    dboggess
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Console Training Philosophy - AKA “Of Course I Showed Them Every Feature of the Console in 8 Hours; The Checklist Told Me To!”


I recently had a great conversation with Spencer Lyons in our Sales Group, which got us thinking about how we do our console trainings.  Spencer had mentioned that he often hears that the console training, in particular for our new consoles, seems to be very sterile and that the endusers felt that they had 8 hours to try and cram as much information in their heads, before the trainer left.  These same customers then come back to us, or the dealer, and remark that the training seemed very comprehensive as they saw a lot in the 8 hours, but they could have used some additional time on the basic functions they will use the most. If we spend 8 hours training customers on their consoles, and they don’t have a good understanding of how to perform the functions that they will use the most, then we missed the mark.  Further, I know why it’s happening and it’s all our fault.

 We’ve spent years, and many training sessions, certifying technicians in “our way” of doing things, in everything from low voltage data terminations to enduser training.  We’ve pounded into your heads that the training checklists are the way to go and that you have to use the checklists and check every applicable box in order to call that session done. Well, I think we’ve overdone it.  It’s good practice to periodically review your procedures and your vast lists of “things we’ve always done, because, well, that’s the way we’ve always done it,” and this is one of those times.  I want to make a shift in how we perform console trainings as ETC Service.

  Instead of being so held to the checklist, start with a 10 minute conversation with the people you are going to train.  Find out what they are going to use on the console and tailor your training for them.  For example, if you are going to train a local high school’s drama teacher, and her favorite technical student, have a conversation with both of them.  You may find out that they have used an Express for years to control only conventional fixtures and they just won a grant that allowed them to buy the new ION console and a couple of moving lights.  Your training for this group should focus on the basics of how to patch, set cues, record looks into cues and subs so that they will feel just as comfortable using these functions on the ION as they did their beloved Express.  Once they have that down pat, show them the basics of setting up and using their new movers.  Don’t worry about all of the extraneous features that they may not use for years or will forget as soon as you leave.  Use the time wisely to train them on the features they will use most often and allow them to get a successful start on the console.  Additionally, don’t be afraid to adjust your training during the session.  If this same high school has had the console for a few weeks, and has already taught themselves the basics, spend a little bit of time to make sure they really do understand it, and then jump to the advanced features.   If the full day of training is required to make sure they are comfortable with the basics, don’t worry about it.  Once they have a good foundation with the console, they will build on their knowledge and grow into the advanced features of the console on their own.

 Please remember, people do not get new consoles very often, and when they do it should be a great experience.  It’s our job to make sure they understand how they work and that they are comfortable with the features they use most often.  I’d love to start a dialogue about this and a lot of our other “we’ve always done it that way” practices. 



[edited by: dboggess at 2:09 PM (GMT -6) on Thu, Aug 21 2008]
Parents

  • As a field tech for one of your dealers for a while, the method you describe is the method I've used for most of the time I've trained on consoles.  Find out what they know, what they don't, and how they plan to use the console is a great first step.  I don't try to get through every last thing on the checklist.  Sometimes it can't be done, like when a school says you get the kids for just the 1 hour that they have for drama class.

     In addition to that method, I also do not try to put my hands on the console very much, as it helps to have the end users actually touching the console and not just watching.  In the larger group trainings, this can mean that one or two people get the majority of the time, but I do try to spread it around and have people rotate in and out of controlling the console.

     Lastly, one of my techniques is to not necessarily just answer any questions they have about how to do something.  I will either use the HELP key or break out the manual and look up the answer, to hopefully demonstrate the process of looking up in the user guide how to perform the action desired, without necessarily having to call support for a how to question.   The more esoteric the procedure, the more likely they will need to call support, but if it's just how to make a sub inhibitive or channel independent, the user manual will usually work.  Teaching them how to use it as a reference has eliminated many a phone call. 



     

Reply

  • As a field tech for one of your dealers for a while, the method you describe is the method I've used for most of the time I've trained on consoles.  Find out what they know, what they don't, and how they plan to use the console is a great first step.  I don't try to get through every last thing on the checklist.  Sometimes it can't be done, like when a school says you get the kids for just the 1 hour that they have for drama class.

     In addition to that method, I also do not try to put my hands on the console very much, as it helps to have the end users actually touching the console and not just watching.  In the larger group trainings, this can mean that one or two people get the majority of the time, but I do try to spread it around and have people rotate in and out of controlling the console.

     Lastly, one of my techniques is to not necessarily just answer any questions they have about how to do something.  I will either use the HELP key or break out the manual and look up the answer, to hopefully demonstrate the process of looking up in the user guide how to perform the action desired, without necessarily having to call support for a how to question.   The more esoteric the procedure, the more likely they will need to call support, but if it's just how to make a sub inhibitive or channel independent, the user manual will usually work.  Teaching them how to use it as a reference has eliminated many a phone call. 



     

Children
  • in reply to Holztech

    I could not agree more.  Find out how the customers will use their new console and then focus on that.  It is better that the client understands what they need to know then to be overwhelmed by the vast knowledge that you have on the product.  Remember we are doing this for them.

  • in reply to Scott O

    (reviving an old thread...)

    If circumstances allows, something I find works very well is to hold off on console training until their first production.  It is much easier to know what they need to know when they actually try to use it.

    Of course, this only works well if you are associated with the dealer and the customer isn’t too far away (or you are willing to wait months to get paid).  If I can, I do the hardware training at the turn on, and console at a later date.  I also find that unless it is a multi-day turn-on (I have done very few of them) that by the time everything is ready to go and do show-and-tell, everyone has gone home already.

     

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