Welcome to the toolkit

Benefit statement

This toolkit helps you start a project on the best footing.

Using subtle mind-control tricks, you'll get your client to put aside their assumption that they need training. Instead, they'll analyze the performance problem and see the best solutions for themselves.

Training might be part of the solution, but it won't be the content dump the client was probably picturing.

Another benefit

We’ll focus on the initial conversation with the client, identifying what you can do and say to put the project on the best path. We’ll discuss:

• Why so many stakeholders think our job is to present information
• What you should say to keep the first conversation focused on the performance problem, not the “course”
• The 8 words you should never say in the first meeting
• How to get the client to agree to a second meeting to analyze the problem
• The two questions you need to research to prepare for that meeting
• The three questions that will help your client create a goal that will focus everyone on performance, not content
• How to use “outsider” questions to help the client see for themselves whether the training they imagined is really the best solution
• Why you shouldn’t write traditional learning objectives, and what you should write instead

You'll end up with a clear analysis of the problem, ideas for non-training solutions, and probably ideas for practice activities. You'll design those activities in the next toolkit.

How to use the toolkit

Ideally, you'll start the toolkit when you get a new project. So you'd start at the top of the menu and work your way down.

You can also use the toolkit as a job aid. Skip to what you need right now, and then fill in the gaps when you have time.

The earlier materials set important boundaries that will help you manage stakeholders later in the process. So if you skip ahead, go through the earlier materials as soon as you can.

What do you want to achieve?

What do you want to change about how you work with clients? Below are some questions to help you focus your work.

You'll find notes like this throughout the toolkit. No one but you can see them, and you can download them all as a PDF at any time.