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Ask the Training Expert When a question is posed by a trainee in class that I think should be answered at a different time and I tell them I will answer that question later, they seem put off and don’t participate in the class or ask any more questions. How do I handle this issue of timing? In the February edition of Training Today we talked about appropriate ways to ask questions, but it is also important to note that etiquette and effectiveness is also involved in answering questions. Some questions should be given a very immediate and direct answer such as ‘yes’ or ‘no’. However, occasionally a trainee will ask a question that makes you realize they are misunderstanding the concept on a deeper level. Rather than simply answering the question, you could probe the trainee with your own questions, working backwards until you can identify where the problem really lies. Then you are in a position to help them. Similarly, some questions should be answered by asking the trainee to answer several of their own questions. The answers will usually lead to the answer of the original question. It is usually better for a person to resolve the problem themself rather than be told the answer directly. This makes for a deeper understanding of a given concept. Occasionally, you will be asked a question that you shouldn’t answer at this time because the trainees do not yet have enough background to understand the answer. An example answer would be “If I tell you now, I’ll only confuse you. As we go through these other steps first you will see how it works and then I will answer any question you might have”. Don’t confuse them for the sake of demonstrating your own knowledge. You might also consider writing the question on a flip chart or board in a "parking lot" are so they know you will not forget about it. Creating a Dialogue Whether your trainees participate actively or not will depend largely on the atmosphere you create. If you constantly encourage your trainees to ask questions and if you regard each of their questions seriously, your trainees will feel free to be open with you. Similarly, asking many questions, directed to all participants, will create the necessary two-way dialogue. Remember, never humiliate or discourage a trainee. One sarcastic remark from you can cause trainees to develop negative attitudes toward your course that no amount of effort can later correct. If you can create an atmosphere of confidence and openness, example-using the Nominal Group Technique, they will benefit more from your instruction, and you too may learn from listening to their comments. |
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