Do This, Not That

More application, less information.

I’m not telling you to stop learning…

But I am saying hoarding information doesn’t lead to transformation.

Take training as an example.

It’s one of my core offerings, but I always emphasize to clients it’s about the application.

Too often companies set aside a budget for L&D (learning & development) just to check it off the box.

That means they use the funds to hire a speaker, but don’t measure the ROI.

As much as I love to speak/train, I’ll be the first to tell you a one-and-done approach will not stick.

No matter how charismatic the speaker is, they can’t force behavior change from the stage.

So now that I’ve painted your canvas dark, here’s how to turn it around.

Make sure training includes group discussions, role playing and demonstrations.

I just gave away my secret sauce, but it works.

Whether in person or virtual, there has to be practice involved especially when it comes to soft skills.

I compare soft skills to a muscle. The more you develop it, the stronger it gets.

When left alone, it atrophies (dies).

• In our home, we believe the Bible is true.

• But telling our kids to read it isn’t enough.

• We need to live it out.

Using that example, it’s the product of the learning that matters, in most cases its skill acquisition.

So if you’re a customer service department and want to improve the customer experience you train for outcomes.

Take NPS (net promotor score), which calculates brand perception.

It’s through customer feedback that you evaluate the level of service your employees are actually providing.

Some of it is subjective, but if you value customer loyalty you’ll not only listen, but apply the critiques.

This is relevant to managers and leaders because you have the power to shape behaviors (notice I didn’t use the word control).

1. Model what you want to see action-wise.

2. Follow up training with discussions, feedback and more practice.

3. Make skill development part of your company culture by making it continuous (not a one shot deal).

The answers to the test are right before your eyes: a combination of applying customer feedback with hands-on training.

So don’t follow the trend of bringing in someone to motivate your team, just to have the momentum die within a week.

The solution that works is a 3-step process: talk, workshop & coaching.

Transformation is not easy it’s a process.

I’m happy to help.

God Bless,

Scott

If you found this helpful and you’re looking to improve your soft skills as a leader, here are ways to work with me directly

• 🗣 Hire me to speak at your company or next event (watch my speaking reel here)

• 🎤 Invite me to lead an interactive training workshop, remotely or in-person (depending on location)

• 🤝 Start 1:1 coaching with me as a new manager, current leader or executive (I once managed 30 people 1:1 weekly❗️)

Also, you can help me out by forwarding this to friends whom would benefit from it! Thank you!